Achieving Operational Excellence and Customer's Intimacy : Enterprise Applications
9.1 Enterprise Systems
Enterprise Software
Business Value of Enterprise Systems
What are Enterprise Systems?
Centralized Database
Sales & Marketing
Human Resources
Finance & Accounting
Manufacturing and Production
Adjust software to the way company do business
Select functions and map business process
Example : ERP (Enterprise Resource Planning)
Example : SAP
Provide valuable information for decision making
Up to-the-minute access to data sales, production and inventory
Increasing Operational Efficiency
Provide anayltical tools for evaluate company performance
Standardized format and definitions by the entire organization
9.2 Supply Chain management Systems
Supply Chain Management Software
Global Supply Chains and The internet
Informations Systems and Supply Chain Management
Business Value of Chain Management Systems
The Supply Chain
Supplier's suppliers -> Suppliers -> Manufacture -> Distributions Center -> Retail store -> Customers
Just-in-time strategy
bullwhip Effect
Inneficiency in SCM caused by innacurate or untimely information
Supply Chain Planning Systems
Supply Chain Excution Systems
Business partner use web-based SCM to collaborate online on forecast
Sales representative access supplier's production schedule and logistics
Managers use web to check into supplier's production and inventory
Global Sypply Chain Issues
Demand-Driven Supply Chain
Push-based model
Pull-based model
9.3 Customer Relationship Management Systems
Customer Relationship Management Software
Operational and Analytical CRM
What Is Customer Relationship Management?
Business Value of Customer Relationship Mangement Systems
Marketing
Service
Sales
Retail Store Sales
Field Sales
Web Sales
Telephone Sales
Content
Data Analysis
Campaign Data
Web Self-Service Data
Wireless Data
Call Center data
Field-Service Data
Partner Relationship Management (PRM)
Employee Relationship Management (ERM)
Sales Force Automation (SFA)
Customer Service
Marketing
Operational CRM
Analytical CRM
Customer Data Warehouse
OLAP, Data mining, etc.
Market Segments
Customer Profiles
Profitable Customers
Churn Rates
Customer Life TIme Value
9.4 Enterprise Applications
Enterprise Application Challenges
Next-Generation Enterprise Applications
Employees must accept new job functions and responsibilities
Requires new organizational learning
Fundamental change in way the business operates
Operating problems and losses in first impelementation of enterprise applications
Company must make change their business process to work with software
Enterprise Solutions, Enterprise Suites, e-business suites
Social CRM and Business Intelligence
Example : Oracle E-Business Suite, Microsoft Dynamics Suite
Social CRM
Business Intelligence in Enterprise Applications