Chapter 11: Enterprise Systems Flashcards
Enterprise System
- Application used in all the functions of a business that supports decision making throughout the organization
- Uses common database system
Supply Chain
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
Supply Chain configuration/steps
1) Raw materials
2) Supplier
3) Manufacturing
4) Distribution
5) Retailer
6) Consumer
Supply Chain Management (SCM)
Process of working with suppliers and other partners in the supply chain to improve procedures for delivering products and services
Supply Chain Management (SCM) coordinates (3 things)
1) Obtaining materials
2) Transforming materials into goods
3) Distributing goods to customers
Supply Chain Management (SCM) communication takes place in 3 ways
1) Product flow
2) Information flow
3) Finances flow
3 key decisions in Supply Chain Management (SCM)
1) Location
2) Inventory
3) Production and transportation
Electronic Data Interchange (EDI)
- Enables business partners to exchange information on business transactions
- Includes web-based EDI/open EDI
Web-based EDI/Open EDI
Using the Internet and Web protocols to transmit documents
Internet-Enabled SCM
- Improves information sharing throughout the supply chain
- Improves customer service
Point-of-sale (POS) systems
Systems that scan what is being sold and collects data in real time
E-Marketplaces (Electronic marketplace)
- 3rd party exchange that provides a platform for buyers and sellers to interact and trade more efficiently online
- B2B model = Buyer to buyer
E-Distributor
An E-Marketplace owned by a 3rd party that provides an electronic catalogue of products
Online auctions
- 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
Reverse auctions
- 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
Collaborative Planning, Forecasting, and Replenishment (CPFR)
- 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
Exception management
- Planning for handling unforeseen problems
- Planning for the future
- Lessons learned can be used in future planning
Collaborative Planning, Forecasting, and Replenishment (CPFR) process (4 things)
1) Analysis
2) Strategy and planning
3) Execution
4) Supply and demand management
3D Printing or Additive Manufacturing
Process for making a physical object from a three-dimensional digital model
Drones
Specialized robot that is designed to fly and perform certain automated tasks
Internet of Things (IoTs)
- 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
Customer Relationship Management (CRM)
- 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
Customer Relationship Management (CRM) can be implemented in 3 ways
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
4 features of Customer Relationship Management (CRM) packages
1) Salesforce automation
2) Survey management
3) eCRM or web-based CRM
4) Automated customer service
Personalization
- 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
Collaborative Filtering (CF)
- 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
Customization
- Allows customers to modify the standard offering
- Ex: Selecting a different home page to be displayed each time the Web browser is opened
Knowledge Management (KM)
- 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
Chief Knowledge Officer (CKO)
Ensures that knowledge resources are collected, stored, and disseminated among key decision makers
Enterprise Resource Planning (ERP)
- 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
