BCS Flashcards
Info tech (IT) components
Hardware
Software
Networks
Info systems and example
Collect process store and distribute info to end users. Example mcdicks self service
IT supports IS
Business Processes examples
Hiring an employee Advertising product Market research Ordering a product online Buying a burger at mcdicks
Types of business process management
Business process automation
Business process improvement
Business process reengineering
Intra organizational systems
Used to support local operations of an organization
Inter organizational systems
Used to connect two or more organizations. Networks are key
Transaction Processing systems and examples
Daily operations and transactions of the organization
Examples:
System in retail, ATM, Buying something online, course registration
Functional systems
Built to support business functions (hr, finance, marketing)
Each function has it’s own system that supports the information processing need
HR systems for example supports payroll, hiring, training
Enterprise Resource Planning(ERP)
Solve problems of functional systems such as
Lack of data sharing between the functions
People in their units working on a silo model
Redundant data in many functional databases
Lack of vision and goals of the organization
ERP fixes that by implementing one single shared database such as sap, costly and takes time
Decision Systems
Execute info systems
Expert systems
IS that supports decision making used with mid to higher management
Managerial decision making challenges
Analyze large amounts of info
Make decisions quickly
Apply sophisticated analysis of techniques
Operational decision making
Employees develop control and maintain core business activities required to run the day to day decisions
Key performance indicators
Quantifiable metrics a company uses to evaluate progress towards critical success factors
Turnover rates of employees
Number of product returns
Number of new customers
Average customer spending
AI
Simulates human intelligence such as the ability to reason and learn
Customer Relationship Management (CRM)
Managing customer experience from information seeking to post purchase care
Example: buying a shirt online and returning in store
By managing relationship try to increase customer loyalty, retention and organizational profitability
ECRM enables an organization to
Provide better customer service
Make call centres more efficient
Cross sell products more effectively
Simplify marketing and sales processes discover new customers
ECRM Three Phases
- reporting (customer identification)
- Analyzing (customer segmentation)
- Predicting ( customer prediction )
Customer life cycle
Engage: make customer aware of product
Transact: activities associated with the actual purchase process
Fulfill: activities directed towards delivering product
Service: supporting customers during their ownership of the product
CRM Components
Operational function : sales management
Collaborative function : interactive chat, automated response
Analytical function : technologies used to analyze customer data
Knowledge management
Capturing, classifying, evaluating, retrieving and Sharing information in a way that provides content for effective decisions and actions
Explicit vs Tacit knowledge
Explicit knowledge is anything that can be documented, achieved and codified
Tacit knowledge is knowledge in people’s heads
What is groupware
Software that help users communicate , collaborate and coordinate
Microsoft exchange or lotus
Supply chain
Suppliers > manufacturers > distributors > retailers > customers
Three fundamental systems in the supply chain
Supplier relationship management systems
Inventory management systems
CRM
