04 - Enterprise Information Systems

Question 1

enterprise resource planning (ERP)

Answer 1

software built around predefined business processes that are supposed to reflect best practices in an industry

• > cost is usually divided in
• licenses (40%)
• implementation services (60%)

-> models for: finance + accounting, HR, production, sales + marketing…

Question 2

benefits of ERP (4)

Answer 2

• increases operational efficiency;
• information supports decision making;
• enables rapid responses to customer requests;
• includes analytical tools to evaluate organizational performance.

Question 3

implementation alternatives for ERP (3)

Answer 3

• On-premises
• Cloud
• Hybrid

Question 4

how does ERP work?

Answer 4

Business processes are mapped against software processes

Question 5

customer relationship management (CRM)

Answer 5

examine customers from a multifaced perspective

main goal = get to know customers better

• address: marketing + sales + service

Question 6

CRM systems can…

Answer 6

• analyze customer data
• integrate customer’s data from different processes of the organization
• distribute customer information to several systems and customer touch points across enterprise
• provide single customer view

Question 7

operational CRM vs analytical CRM

Answer 7

operational:

• customer facing applications such as:
  1) sales force automation
  2) call center
  3) customer service support

analytical:
- analyze customer data to produce reports

• based on data warehouses, populated by operational CRM systems and customer touch points

Question 8

CRM benefits (6)

Answer 8

• increased customer satisfaction
• reduced direct-marketing costs;
• More effective marketing
• Lower costs for customer acquisition/retention
• Increased sales revenue
• Reduce churn-rate

Question 9

supply chain management systems

Answer 9

network of organizations and processes for procuring materials, transforming them into products, and distributing the products

Question 10

objectives of supply chain management systems (7)

Answer 10

• match supply to demand
• reduce inventory levels
• improve delivery service
• speed production time to market
• use assets more effectively
• reduced supply chain costs -> increased profitability
• increase sales

Question 11

supply chain management challenges (4)

Answer 11

• Inefficiencies cut into a company’s operating costs (can waste up to 25% of operating expenses)
• Just-in-time strategy
• Safety stock
• Bullwhip effect = info about product demand gets distorted as it passes from one entity to the next across supply chain

Question 12

supply chain management software

Answer 12

1. supply chain planning systems
   - model chain + optimize sourcing + establish inventory levels + identify transportation modes…
2. supply chain execution systems
   - manage flow of products through distribution centers and warehouses

Question 13

Emerging Internet-Driven Supply Chain

Answer 13

provides multidirectional communication among firms, networks of firms, and e-marketplaces so that entire networks of supply chain partners can immediately adjust inventories, orders, and capacities.