Chapter 15: Enterprise Applications Flashcards
Enterprise Resource Planning (ERP) Software
Built around thousands of predefined business process that best suits your company.
Types: cloud (just pay per users and amount of space you need per year or month), in premise (huge initial investment)
Supply Chain
A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers
Just-in-Time Strategy
If a manufacturer had perfect information about exactly how many units of product customers wanted, when they wanted them, and when they could be produced, it would be possible to implement a highly efficient just-in-time strategy. Components would arrive exactly at the moment they were needed and finished goods would be shipped as they left the assembly line
Bullwhip Effect
Further down supply chain, more variability in demand/production there is
Information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain
Supply Chain Planning System (Program)
Enables the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans
Demand Planning
Determines how much product a business needs to make to satisfy all of its customers’ demands
Supply Chain Execution System (Program)
Manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner
Push-Based Model
Production master schedules are based on forecasts or best guesses of demand for products, and products are “pushed” to customers
Pulled-Based Model
Also known as a demand driven model or build-to-order, actual customer orders or purchases trigger events in the supply chain
Touch Point
When you “touch base” with the consumer for the first time. Also known as contact point is a method of interaction with the customer, such as telephone, email, customer service desk, conventional mail, website, wireless device, or retail store
Customer Relationship Management (CRM) Systems
Capture and integrate customer data from all over the organization, consolidate the data, analyze the data, and then distribute the results to various systems and customer touch points across the enterprise
Partner Relationship Management (PRM)
Uses many of the same data, tolls, and systems as customer relationship management to enhance collaboration between a company and its selling partners
Employee Relationship Management (ERM)
Deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training
Cross-Selling
The marketing of complementary products to customers
Operational CRM
Includes customer-facing applications, such as tools for sales force automation, call center and customer service support, and marketing automation
