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MIS 2000 > Chapter 11: Enterprise System > Flashcards

Chapter 11: Enterprise System Flashcards

1
Q

Enterprise System

A

applications used throughout organization to support decision making

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2
Q

Applications (4)

A

Supply Chain Management (SCM)
Customer Relationship Management
(CRM)
Knowledge Management (KM)
Enterprise Resource Planning (ERP)

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3
Q

Supply Chain Management

A

Integrated network of organization, suppliers, transportation companies, process to deliver and produce g/s

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4
Q

Global Supply Chain Management Coordinates/Goals (3)

A

Producing materials
transforming materials into intermediate and finished g/s
distributing finished products to customer

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5
Q

Communication in SCM takes place among (3) flows

A

Product, Information, Finance

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6
Q

Key Decisions in SCM (4)

A

Location, Inventory, Production, Tranportation

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7
Q

Electronic Data Interchange

A

business partners send and receive information on business transaction (goods, money, service)

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8
Q

EDI - expedites delivering accurate information (6-7)

A

transaction acknowledgment
financial reporting
invoice and payment
order status
purchasing
ship and receive

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9
Q

Online auction

A

bring traditional auction to customers around the globe, increase activity and cost effective

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10
Q

brokerage business model

A

bring buyer and seller together

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11
Q

Reverse auctions and relationship type

A

submit bids for contracts, products and services. One to many relationship

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12
Q

Internet-based SCM improves information sharing throughout supply chain - 6 areas

A

purchase
inventory
transportation
order processing
customer service
production schedule

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13
Q

Enterprise system: Collaborative Planning, Forecasting and Replenishment

A

coordinate supply chain members through Point of Sale (POS) data sharing

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14
Q

Enterprise Systems
Improve (2)

A
  • data shared across supply chain
  • improve operational efficiency and manage inventory
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15
Q

Customer relationship management

A

company track and organize contacts with customers

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16
Q

Main Goals of CRM (2)

A

improve services offered to customer, use information for targeted marketing

17
Q

Marketing strategies of CRM

A

long term relationships with customers instead of transactions

18
Q

CRM Personalization

A

Process of satisfying customers specific needs/wants/preferences, building relationships, increase profit

19
Q

CRM Customization

A

Allow customer to request and modify standard product or offering

20
Q

Knowledge Management (KM)

A

identifying know-how facts about how to perform tasks

21
Q

KM draws concepts on…and converts

A

organizational learning & culture
convert tacit knowledge to explicit

22
Q

Knowledge Management: Data (2)

A

Collecting and Organizing

23
Q

Knowledge Management: Information (2)

A

Summarizing and Analyzing

24
Q

Knowledge Management: Knowledge (2)

A

Synthesizing and Decision Making

25
Q

Explicit Knowledge

A

knowledge passed on though info in documents, records databases

26
Q

Tacit Knowledge

A

intuitive, practice, values, passed on through socialization and mentoring

27
Q

KM system helps organization to (3-4)

A

improve innovation and exchange ideas
reduce response time to customers
increase revenue by reducing delivery time
improve employee retention rates

28
Q

Enterprise Resource Planning

A

Integrated system to collect and process data used by multiple departments

29
Q

ERP Manages and coordinates (4

ritf

A

resources, information, tasks and functions

30
Q

ERP Components (3)

A

hard/software, procedures, input from databases and areas

31
Q

ERP Increases
_____ and ___ of info

__ accuracy and ___ time

A

availability and timeliness of info
data accuracy and response time

32
Q

ERP Improve (4)

A

customer and employee satisfaction
planning and scheduling
supplier relationship
reliability and validity of info

33
Q

ERP Reduction in (3)

A

inventory/labour costs, order to fulfillment time

MIS 2000 (13 decks)

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