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IT 14 > Chapter 11: Enterprise Systems > Flashcards

Chapter 11: Enterprise Systems Flashcards

1
Q

Enterprise System

A
  • Application used in all the functions of a business that supports decision making throughout the organization
  • Uses common database system
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2
Q

Supply Chain

A

Integrated network used to deliver goods and services to customers and consisting of:

1) an organization
2) its suppliers
3) transportation companies
4) and brokers

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3
Q

Supply Chain configuration/steps

A

1) Raw materials
2) Supplier
3) Manufacturing
4) Distribution
5) Retailer
6) Consumer

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4
Q

Supply Chain Management (SCM)

A

Process of working with suppliers and other partners in the supply chain to improve procedures for delivering products and services

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5
Q

Supply Chain Management (SCM) coordinates (3 things)

A

1) Obtaining materials
2) Transforming materials into goods
3) Distributing goods to customers

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6
Q

Supply Chain Management (SCM) communication takes place in 3 ways

A

1) Product flow
2) Information flow
3) Finances flow

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7
Q

3 key decisions in Supply Chain Management (SCM)

A

1) Location
2) Inventory
3) Production and transportation

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8
Q

Electronic Data Interchange (EDI)

A
  • Enables business partners to exchange information on business transactions
  • Includes web-based EDI/open EDI
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9
Q

Web-based EDI/Open EDI

A

Using the Internet and Web protocols to transmit documents

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10
Q

Internet-Enabled SCM

A
  • Improves information sharing throughout the supply chain

- Improves customer service

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11
Q

Point-of-sale (POS) systems

A

Systems that scan what is being sold and collects data in real time

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12
Q

E-Marketplaces (Electronic marketplace)

A
  • 3rd party exchange that provides a platform for buyers and sellers to interact and trade more efficiently online
  • B2B model = Buyer to buyer
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13
Q

E-Distributor

A

An E-Marketplace owned by a 3rd party that provides an electronic catalogue of products

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14
Q

Online auctions

A
  • By using the internet, it brings traditional auctions to customers around the globe and sells more than a traditional auction
  • The sellers choose the buyer
  • Ex: Ebay
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15
Q

Reverse auctions

A
  • Invites sellers to submit bids for products and services
  • One-to-many relationship = 1 buyer and many sellers
  • Buyer chooses seller
  • Ex: Customer can choose to buy product Nike product on Amazon or Nike
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16
Q

Collaborative Planning, Forecasting, and Replenishment (CPFR)

A
  • Used to coordinate supply chain members through point-of-sale (POS) data sharing and joint planning
  • Goal is to improve operational efficiency and to manage inventory
17
Q

Exception management

A
  • Planning for handling unforeseen problems
  • Planning for the future
  • Lessons learned can be used in future planning
18
Q

Collaborative Planning, Forecasting, and Replenishment (CPFR) process (4 things)

A

1) Analysis
2) Strategy and planning
3) Execution
4) Supply and demand management

19
Q

3D Printing or Additive Manufacturing

A

Process for making a physical object from a three-dimensional digital model

20
Q

Drones

A

Specialized robot that is designed to fly and perform certain automated tasks

21
Q

Internet of Things (IoTs)

A
  • Network of physical devices, everyday objects such as iPhones
  • Helps reduce inventory loss, fuel costs, keeps temperature of product stable in transit, manages warehouse inventory, improves customer service and gathers BI on product usage
22
Q

Customer Relationship Management (CRM)

A
  • The processes a company uses to track and organize its contacts with customers
  • Improves customer service
  • Uses customer contact information for targeted marketing
  • Helps organizations understand customers and meet customer needs
23
Q

Customer Relationship Management (CRM) can be implemented in 3 ways

A

1) On-premises CRM: Hosting CRM software on the company’s own server
2) Web-based CRM: Using internet to access CRM
3) Software packages available for setting up a CRM system

24
Q

4 features of Customer Relationship Management (CRM) packages

A

1) Salesforce automation
2) Survey management
3) eCRM or web-based CRM
4) Automated customer service

25
Q

Personalization

A
  • Process of satisfying customers’ needs by designing goods and services that meet customers’ preferences better, company makes change
  • Requires gathering customer information
  • Implementation requires internet, data, mobile networks, and collaborative filtering (CF): Identifies group of people based on common interests and recommends products to these groups
26
Q

Collaborative Filtering (CF)

A
  • Search for specific information or patterns, using input from multiple business partners and data sources
  • Identifies groups of people based on common interests and recommends products
  • Needs large sample of users
27
Q

Customization

A
  • Allows customers to modify the standard offering

- Ex: Selecting a different home page to be displayed each time the Web browser is opened

28
Q

Knowledge Management (KM)

A
  • Draws on concepts of organizational learning, culture, and best practices to:
    1) Convert tacit knowledge (knowledge that is hard to transfer by writing or speech) into explicit knowledge
    2) Create a knowledge sharing culture in an organization
  • Eliminates obstacles to sharing knowledge
  • Technique used to improve CRM systems
  • Encourages open communication and exchange of ideas
29
Q

Chief Knowledge Officer (CKO)

A

Ensures that knowledge resources are collected, stored, and disseminated among key decision makers

30
Q

Enterprise Resource Planning (ERP)

A
  • Integrated system that collects and processes data and manages/coordinates resources, information, and functions throughout an organization
  • Includes hardware, software, proceeds, input (data)
  • Systems use a unified database

IT 14 (15 decks)

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