Please enable JavaScript.
Coggle requires JavaScript to display documents.
ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY, Fadhila Abidah …
ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY
How enterprise systems help business achieve operational excellence
Enterprise systems
Suite of integrated software modules and a common central database
Collects data from many divisions of firm for use in nearly all of firm’s internal business activities
Information entered in one process is immediately available for other processes
Enterprise software
Built around thousands of predefined business processes that reflect best practices
To implement it, firms
select functions of system they wish to use
map business processes to software processes
Business value:
Increase operational efficiency
Provide firm-wide information to support decision making
Enable rapid responses to customer requests for information or products
Include analytical tools to evaluate overall organizational performance and improve decision-making
Supply chain
Definition:
Network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers
3 portions
Upstream supply chain:
Company’s suppliers, the suppliers’ suppliers, and the processes for managing relationships with them
Downstream supply chain:
Organizations and processes for distributing and delivering products to the final customers
Internal supply chain:
Transforming materials, components, and services their suppliers furnish into finished products or intermediate products (components or parts) for their customers and for managing materials and inventory.
Supply chain management
Inefficiencies cut into a company’s operating costs, so we need to apply SCM
JIT:
Component arrive as needed, finished goods shipped after leaving assembly line
Safety stock:
Buffer for lack of flexibility in supply chain
Bullwhip effect:
Information about product demand gets distorted as it passes from one entity to next across supply chain
SCM software
Supply chain planning systems
enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans
Supply chain execution systems
manage flow of products through distribution centers and warehouses
Business value
Match supply to demand
Reduce inventory levels
Improve delivery service
Speed product time to market
Use assets more effectively
Increase sales
Customer relationship management
Definition:
Capture and integrate customer data from all over the organization, consolidate the data, analyze the data, and then distribute the results to various systems and customer touch points across the enterprise
CRM software
Commercial CRM software packages range from niche tools to large-scale enterprise applications
Partner relationship management
:
Integrating lead generation, pricing, promotions, order configurations, and availability
Tools to assess partners’ performances
Employee relationship management:
Setting objectives, employee performance management, performance-based compensation, employee training
CRM packages typically include tools for
Sales force automation
:
Sales prospect and contact information
Sales quote generation capabilities
Customer service
Assigning and managing customer service requests
Web-based self-service capabilities
Marketing:
Capturing prospect and customer data, scheduling and tracking direct-marketing mailings or e-mail
Cross-selling
2 main types of CRM software
Operational CRM
Customer-facing applications
Sales force automation call center and customer service support
Marketing automation
Analytical CRM
Based on data warehouses populated by operational C R M systems and customer touch points
Analyzes customer data (OLAP, data mining, etc.)
Business value
Increased customer satisfaction
Reduced direct-marketing costs
More effective marketing
Lower costs for customer acquisition/retention
Increased sales revenue
Challenges
Expensive to purchase and implement
Technology changes
Business process changes
Switching costs, dependence on software vendors
Data standardization, management, clearing
Organizational learning and changes
Fadhila Abidah
09111840000092
SIB Q