ERP, CRM, SCM

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ERP, CRM, SCM
Source OBrien, James. Introduction to
Information Systems, 12e, 2005
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Enterprise Business Systems
Enterprise Application Architecture
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Enterprise Resource Planning
The Technological Backbone of e-Business
Production Planning
Integrated Logistics
Sales, Distribution, Order Management
Customer/ Employee
Accounting and Finance
Human Resources
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Enterprise Resource Planning
The Business Value of ERP
Demand Planning
Manufacturing Planning
Logistics Planning
Distribution Planning
Order Entry
Enterprise Resource Planning
MRP Inbound Inventory Plant Mgmt.
Purchasing Accounts Payable
Manufacturing Production Scheduling
Inventory Control Warehousing
Distribution Accounts Receivable
Suppliers
Customers
Finance and Accounting
Human Resources
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Enterprise Resource Planning

• Benefits of ERP
• Quality and Efficiency
• Decreased Costs
• Decision Support
• Enterprise Agility
• Failures in ERP Do Exist

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Enterprise Resource Planning

• Causes of ERP Failures
• Underestimating the Complexity of Planning,
  Development, and Training Needed
• Failure to Involve Affected Employees
• Trying to do Too Much Too Fast
• Over Reliance by Company on Claims of Software
  Companies

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CRM The Business Focus

• Supports an Integrated and Collaborative
  Relationship Between a Business and its Customers

Customer Life Cycle
CRMFunctional Solutions
The Internet
Collaborative Service
Shared Customer Data
CRMIntegrated Solution
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CRM The Business Focus

• CRM Uses IT to Create a Cross-Functional
  Enterprise System

Marketing and Fulfillment
Customer Service and Support
e-Mail
Fax

• Sales
• Cross-Sell
• Up-Sell

Prospect or Employee
Web
Telephone
Retention and Loyalty Programs
Contact and Account Management
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CRM The Business Focus

• Benefits and Challenges of CRM
• Identify and Target the Best Customers
• Customization and Personalization of Products and
  Services
• Track Customer Contacts
• CRM Failures
• 50 of Applications Fail to Meet Expectations
• 20 of the Time CRM Damaged Customer
  Relationships
• Lack of Understanding and Preparation is Blamed

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CRM The Business Focus

• Gevity HR and Monster.Com Failures in CRM
  Implementation

• Employees Undercut the System Believing Their
  Jobs Threatened by CRM On-Line Customer Problem
  Solutions.
• Complex Installation Since it Touches So Many
  Legacy Systems
• Failures Lead to Loss of Customer Goodwill and
  Business and Negatively Affects Employees Also

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CRM The Business Focus

• Telstra Corporation The Business Value of CRM

• Provides Fixed, Wireless, and e-Commerce Services
  to Customer Base in 19 Countries
• Offers Voice, Data, Internet, Multimedia and
  Communications Services
• Sought CRM Solution to Integrate More than 20
  Core Legacy Databases Across the System
• Benefits Quickly Followed
• Reduced Training Time

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SCM The Business Network

• SCM Software Helps Firms Reengineer and Integrate
  The Functional SCM Processes

Supply Chain Life Cycle
Strategic Sourcing and Procurement
Forecast and Demand Planning
SCMFunctional Processes
Customer Order Fulfillment Service
Distribution Network and Warehouse Operations
Transportation and Shipment Management
Production Logistics
The Internet
Collaborative Fulfillment
Shared Market Data
SCMIntegrated Solution
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SCM The Business Network

• Supply Chain Management a top strategic
  objective for many firms
• The Right Products
• The Right Place
• The Right Time
• In the Proper Quantity
• At an Acceptable Cost

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SCM The Business Network
Objectives of Supply Chain Management
Customer Value Goals Give customers what
they want, when and how they want it, at the
lowest cost
Business Value Goals Rapid Demand
Fulfillment Collaborative Supply Chain Planning
and Execution
Interenterprise Coordination of Manufacturing
and Business Process
Effective Distribution and Channel Partnerships
Responsiveness and Accountability to Customers
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SCM The Business Network

• Objective of SCM Efficiently Manages this Process
  by
• Forecasting Demand
• Controlling Inventory
• Enhancing Business Relationships
• Receiving Feedback and Status of Every Link of
  the Chain

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SCM The Business Network
Benefits and Challenges of SCM

• Lack of Proper Planning Knowledge, Tools, and
  Guidelines
• Inaccurate Demand Forecasts
• Lack of Adequate Collaboration
• Software Itself Immature

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Enterprise Application Integration

• EAI Software Connects Major e-Business
  Applications Like CRM and ERP

Enterprise Application Integration
Back-Office ERP Applications Distribution Manufact
uring Scheduling Finance
Front-Office CRM Applications Customer
Service Field Service Product Configuration Sales
Order Entry
EAI