History of IS within Organizations

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Shortcut to copy of opportunities for knowledge workers.mp4.lnk

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Problems of Functional Systems

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Electronic Business *

E-Commerce (Chapter 8) the buying and selling , marketing and servicing, delivery and payment of products, services, and information over the Internet, intranets, extranets, and other networks between customers, suppliers, and other business partners.

E-Business – includes E-commerce plus the on-line exchange of information.Collaboration and communicationWeb-enabled business processes

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Enterprise Application Architecture *

System Software

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Enterprise CustomersVendors

Products

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Resources

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CRMKanaSiebelSAPOracleClarifyPivotal

ERPBaanOracleSAP

SCMBaani2TechManugisticsOracleSAP

Enterprise Architecture (1)

Facilitate change management by linking strategic requirements to systems that support them and by linking the business architecture to application architecture.

Enable strategic information to be consistently and accurately derived from operational data

startsmarts and zero delta...

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Enterprise Architecture (2)

Promote data sharing in hopes of reducing data redundancy and maintenance costs

Improve productivity through component and service development, management and reuse

Reduce software development cycle time by providing tools, models, catalogs of services, etc

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Enterprise Architecture (3)

Rigorous and standardized way to evaluate commercial products and services

Construct the extended enterprise where customers and business partners interact electronically.

Unify regulatory and legal compliance efforts

Gain discipline around common IT security practices

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THE CONNECTED CORPORATION

General audience and purpose of SCM, CRM and ERP

THE CONNECTED CORPORATION

Data points where SCM, CRM, and ERP integrate

THE CONNECTED CORPORATION

At the heart of all ERP systems is a database, when a user enters or updates information in one module, it is immediately and automatically updated throughout the entire system

CUSTOMER RELATIONSHIP MANAGEMENT’S EXPLOSIVE

GROWTHForecasts for CRM Spending (in billions)

CUSTOMER RELATIONSHIP MANAGEMENT’S EXPLOSIVE

GROWTHCRM Business Drivers

Customer Relationship Management Systems (CRM)

CRM uses technology to create a cross-functional enterprise system. Integrates and automates many of the processes in sales, marketing and customer service that interact with customers.

Operational CRM – supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers

Analytical CRM – supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

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Analytical CRM

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Operational CRM supports customer life cycle

USING IT TO DRIVE ANALYTICAL CRM

Personalization – when a Web site knows enough about a persons likes and dislikes that it can fashion offers that are more likely to appeal to that person

Analytical CRM relies heavily on data warehousing technologies and business intelligence to glean insights into customer behavior

These systems quickly aggregate, analyze, and disseminate customer information throughout an organization

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ERP application componentsEnterprise resource planning – integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make decisions by viewing information on all business operations

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Costs of implementing a new ERP *

BASICS OF SUPPLY CHAIN

Organizations must embrace technologies that can effectively manage supply chains

Electronic Data Interchange *

EDI - The automatic electronic exchange of standard business documents between computers of different organizations.

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Marketing Information Systems

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HRM Systems

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Accounting Information Systems *

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Financial Management System Examples