ERP, CRM, SCMERP, CRM, SCM
Source: O’Brien, James. Introduction to Information Systems, 12e, 2005
Suppliers
Customers
Em
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Supply Chain ManagementSourcing - Procurement
Enterprise Resource PlanningInternal Business Processes
Customer Relationship ManagementMarketing – Sales - Service
Kn
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Enterprise Application ArchitectureEnterprise Application Architecture
Enterprise Business Systems
ProductionPlanning Integrated
Logistics
Accounting and FinanceHuman
Resources
Sales,Distribution,
OrderManagement
Customer/Employee
Enterprise Resource Planning
The Technological Backbone The Technological Backbone of e-Businessof e-Business
Su
pp
liers
Human ResourcesFinance and Accounting
DemandPlanning
Manufacturing Planning
LogisticsPlanning
DistributionPlanning
OrderEntry
Enterprise Resource Planning
Cu
stom
ers
Purchasing& Accounts
Payable
MRPInbound
InventoryPlant Mgmt.
Manufacturing& Production
Scheduling
InventoryControl &
Warehousing
Distribution& AccountsReceivable
Enterprise Resource Planning
The Business Value of ERPThe Business Value of ERP
Benefits of ERPBenefits of ERP• Quality and Efficiency
• Decreased Costs
• Decision Support
• Enterprise Agility
Failures in ERP Do ExistFailures in ERP Do Exist
Enterprise Resource Planning
Causes of ERP Failures 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
Enterprise Resource Planning
Supports an Integrated and Supports an Integrated and Collaborative Relationship Between Collaborative Relationship Between a Business and it’s Customersa Business and it’s Customers
CRM: The Business Focus
CustomerLife Cycle
CRMFunctionalSolutions
CRMIntegratedSolution
The Internet
Acquire Enhance Retain
Direct Marketing Cross-sell and Up-sell Proactive Service
Sales Force Automation Customer Support
CollaborativeService
SharedCustomer Data
Partner Company Customer
CRM Uses IT to Create a Cross-CRM Uses IT to Create a Cross-Functional Enterprise SystemFunctional Enterprise System
CRM: The Business Focus
Marketing andFulfillment Customer
Service andSupport
Retentionand LoyaltyProgramsContact and
AccountManagement
Sales•Cross-Sell•Up-Sell
Prospect orEmployee
Fax e-Mail
Telephone Web
CRM: The Business FocusBenefits and Challenges of CRMBenefits and Challenges of CRM• Identify and Target the Best Customers• Customization and Personalization of
Products and Services• Track Customer Contacts
CRM FailuresCRM Failures• 50% of Applications Fail to Meet
Expectations• 20% of the Time CRM Damaged
Customer Relationships• Lack of Understanding and Preparation
is Blamed
Gevity HR and Monster.Com: Gevity HR and Monster.Com: Failures in CRM ImplementationFailures in CRM Implementation
CRM: The Business Focus
• 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
Telstra Corporation: The Business Telstra Corporation: The Business Value of CRMValue of CRM
CRM: The Business Focus
• 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
SCM Software Helps Firms Reengineer and SCM Software Helps Firms Reengineer and Integrate The Functional SCM ProcessesIntegrate The Functional SCM Processes
Supply ChainLife Cycle
SCMFunctionalProcesses
SCMIntegratedSolution
Supplier Manufacturer CustomerRetailer
The Internet
CollaborativeFulfillment
SharedMarket Data
Commit Schedule Make Deliver
Strategic Sourcingand Procurement
Forecast and Demand Planning
Customer Order Fulfillment Service
Distribution Network and Warehouse Operations
Transportation and ShipmentManagement
ProductionLogistics
SCM: The Business Network
SCM: The Business Network
Supply Chain Management : aSupply Chain Management : a top strategic objective for many top strategic objective for many firms firms
• The Right Products• The Right Place• The Right Time• In the Proper Quantity• At an Acceptable Cost
Business Value GoalsRapid Demand Fulfillment
Collaborative SupplyChain Planning and
Execution
Customer Value GoalsGive customers what theywant, when and how theywant it, at the lowest cost
InterenterpriseCoordination of
Manufacturing andBusiness Process
EffectiveDistribution and
Channel Partnerships
Responsiveness andAccountabilityto Customers
Objectives of Supply Chain Objectives of Supply Chain ManagementManagement
SCM: The Business Network
SCM: The Business Network
Objective of SCM Efficiently Objective of SCM Efficiently Manages this Process by: Manages this Process by:
• Forecasting Demand• Controlling Inventory• Enhancing Business
Relationships• Receiving Feedback and Status
of Every Link of the Chain
Benefits and Challenges of Benefits and Challenges of SCMSCM
SCM: The Business Network
• Lack of Proper Planning
Knowledge, Tools, and Guidelines
• Inaccurate Demand Forecasts• Lack of Adequate
Collaboration• Software Itself Immature
Enterprise Application Integration
EAI Software Connects Major e-Business Applications Like CRM and ERPEAI Software Connects Major e-Business Applications Like CRM and ERP
Front-OfficeCRM ApplicationsCustomer Service
Field ServiceProduct Configuration
Sales Order Entry
Back-OfficeERP Applications
DistributionManufacturing
SchedulingFinance
EnterpriseApplicationIntegration
EAI