Chapter 11: Enterprise System Flashcards
Enterprise System
applications used throughout organization to support decision making
Applications (4)
Supply Chain Management (SCM)
Customer Relationship Management
(CRM)
Knowledge Management (KM)
Enterprise Resource Planning (ERP)
Supply Chain Management
Integrated network of organization, suppliers, transportation companies, process to deliver and produce g/s
Global Supply Chain Management Coordinates/Goals (3)
Producing materials
transforming materials into intermediate and finished g/s
distributing finished products to customer
Communication in SCM takes place among (3) flows
Product, Information, Finance
Key Decisions in SCM (4)
Location, Inventory, Production, Tranportation
Electronic Data Interchange
business partners send and receive information on business transaction (goods, money, service)
EDI - expedites delivering accurate information (6-7)
transaction acknowledgment
financial reporting
invoice and payment
order status
purchasing
ship and receive
Online auction
bring traditional auction to customers around the globe, increase activity and cost effective
brokerage business model
bring buyer and seller together
Reverse auctions and relationship type
submit bids for contracts, products and services. One to many relationship
Internet-based SCM improves information sharing throughout supply chain - 6 areas
purchase
inventory
transportation
order processing
customer service
production schedule
Enterprise system: Collaborative Planning, Forecasting and Replenishment
coordinate supply chain members through Point of Sale (POS) data sharing
Enterprise Systems
Improve (2)
- data shared across supply chain
- improve operational efficiency and manage inventory
Customer relationship management
company track and organize contacts with customers
Main Goals of CRM (2)
improve services offered to customer, use information for targeted marketing
Marketing strategies of CRM
long term relationships with customers instead of transactions
CRM Personalization
Process of satisfying customers specific needs/wants/preferences, building relationships, increase profit
CRM Customization
Allow customer to request and modify standard product or offering
Knowledge Management (KM)
identifying know-how facts about how to perform tasks
KM draws concepts on…and converts
organizational learning & culture
convert tacit knowledge to explicit
Knowledge Management: Data (2)
Collecting and Organizing
Knowledge Management: Information (2)
Summarizing and Analyzing
Knowledge Management: Knowledge (2)
Synthesizing and Decision Making
Explicit Knowledge
knowledge passed on though info in documents, records databases
Tacit Knowledge
intuitive, practice, values, passed on through socialization and mentoring
KM system helps organization to (3-4)
improve innovation and exchange ideas
reduce response time to customers
increase revenue by reducing delivery time
improve employee retention rates
Enterprise Resource Planning
Integrated system to collect and process data used by multiple departments
ERP Manages and coordinates (4
ritf
resources, information, tasks and functions
ERP Components (3)
hard/software, procedures, input from databases and areas
ERP Increases
_____ and ___ of info
__ accuracy and ___ time
availability and timeliness of info
data accuracy and response time
ERP Improve (4)
customer and employee satisfaction
planning and scheduling
supplier relationship
reliability and validity of info
ERP Reduction in (3)
inventory/labour costs, order to fulfillment time
