Learning Objectives

1
Learning Objectives

• Identify the following cross-functional
  enterprise systems, and give examples of how they
  can provide significant business value to a
  company
• Enterprise resource planning
• Customer relationship management
• Supply chain management
• Enterprise application integration
• Transaction processing systems
• Enterprise collaboration systems

2
Cross-functional Systems

• Cross the boundaries of traditional business
  functions
• In order to reengineer and improve vital business
  processes all across the enterprise

3
How can Internet technologies improve a process
in one of the functions of business? Choose one
example and evaluate its business value.

• Team 1 Accounting
• Team 2 Finance
• Team 3 Production
• Team 4 Sales
• Team 5 Marketing
• Team 6 Human resources

4
How can Internet technologies be involved in
improving a process in one of the functions of
business? Choose one example and evaluate its
business value.

• Students answers will vary. However, it will be
  relatively easy for them to choose from any of
  the various functions of business such as
  accounting, marketing, manufacturing, retailing,
  etc. For this answer, the accounting function
  will be given. For example, aaccounting
  information systems are being affected by
  Internet and client/server technologies. Using
  the Internet, intranets, extranets, and other
  network changes how accounting information
  systems monitor and track business activity. The
  online, interactive nature of such networks calls
  for new forms of transaction documents,
  procedures, and controls. Many companies are
  using or developing network links to their
  trading partners through the use of the Internet
  or other networks for applications such as order
  processing, inventory control, accounts
  receivable, and accounts payable. These advances
  in the accounting function have to vast
  improvements in the capturing, reporting, and the
  accuracy of company data. Thus, real-time
  processing of accounting information enables
  executives to make better and more informed
  decisions involving their firms resources.

5
Enterprise Collaboration Systems (ECS)

• ECS
• Cross-functional IS that enhance communication,
  coordination and collaboration among the members
  of business teams and workgroups

6
ECS Goals

• Communicate share information with each other
• Coordinate coordinate individual work efforts
  and use of resources with each other
• Collaborate work together cooperatively on
  joint projects and assignments

7
ECS Tools
8
ECS Demos

• Webex Demo
• Localize Content

9
Supply Chain Management (SCM)

• A cross-functional interenterprise system
• To help support and manage the links between a
  companys key business processes
• And those of its suppliers, customers and
  business partners
• Xbox demo
• HP demo

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SCM goal

• Fast, efficient, low-cost network of business
  relationships or supply chain to get a companys
  products from concept to market
• A supply chain
• Interrelationships with suppliers, customers,
  distributors, and other businesses that are
  needed to design, build and sell a product

11
SCM
12
Electronic Data Interchange (EDI)

• EDI
• The electronic exchange of business transactions
• Over the Internet and other networks
• Between supply chain trading partners

13
EDI Examples
14
Causes of problems in SCM

• Lack of proper demand-planning knowledge, tools
  and guidelines
• Inaccurate or overoptimistic demand forecasts
• Inaccurate production, inventory, and other data
• Lack of adequate collaboration within the company
  and between partners
• SCM software considered immature, incomplete and
  hard to implement

15
CRM Applications Clusters
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Customer Relationship Management (CRM)

• CRM uses technology to
• Create a cross-functional enterprise system
• That integrates and automates many of the
  processes in sales, marketing and customer
  service that interact with customers
• Create a framework of web-enabled software and
  databases that integrate these processes with the
  rest of the companys processes
• NetSuite demo
• Quotewerk demo

17
CRM supports customer life cycle
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CRM benefits

• Identify and target best customers
• Real-time customization and personalization of
  products and services
• Track when a customer contacts a company
• Provide consistent customer experience and
  superior service and support

19
Reasons for CRM failures

• Lack of understanding and preparation
• Rely on application to solve a problem without
  first changing the business processes
• Business stakeholders not participating and not
  prepared