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