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MIS > Chapter 8: Enterprise applications: Business Communication > Flashcards

Chapter 8: Enterprise applications: Business Communication Flashcards

1
Q

Integration tools

A

Enterprise system
Enterprise application integration
Middleware
Enterprise application integration middleware

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2
Q

Enterprise system

A

Provide enterprise wide support and data access for a firm’s operations and business processes

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3
Q

Enterprise application integration (EAI)

A

Connects the plans, methods, and tools aimed at integrating separate enterprising systems

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4
Q

Middleware

A

Several different types of software that sit between and provide connectivity for two or more software applications

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5
Q

Enterprise application integration middleware

A

Packs commonly used applications together, reducing the time needed to integrate applications from multiple vendors

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6
Q

Supply chain management (SCM)

A

The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability
- good example is amazon

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7
Q

Three main links of the supply chain

A
  1. Materials flow from suppliers and their upstream suppliers at all levels
  2. Transformation of materials into finished products
  3. Distribution of products to customers
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8
Q

Benefits of SCM

A

Improved visibility

Increased profitability

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9
Q

Supply chain visibility

A

The ability to view all areas up and down the supply chain in real time

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10
Q

Supply chain planning system

A

Uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory

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11
Q

Supply chain execution system

A

Automates the different activities of the supply chain

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12
Q

Bullwhip effect

A

Occurs when distorted product demand information ripples from one partner to the next throughout the supply chain

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13
Q

Demand planning system

A

Generates demand forecasts using statistical tools and forecasting techniques, so companies can respond faster and more effectively to consumer demand through supply chain enhancements

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14
Q

Common supply chain metrics include

A

Back order
Inventory cycle time
Customer order cycle time
Inventory turnover

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15
Q

Challenges of SCM

A

Cost and complexity

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16
Q

Cost

A

A SCM system can cost millions of dollars for the software and millions more for help implementing the system

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17
Q

Complexity

A

The move towards globalization is increasing complexity in the supply chain

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18
Q

Fastest growing SCM components (don’t have to memorize)

A

Collaborative demand planning
Collaborative engineering
Selling chain management
Supply chain event management (SCEM)

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19
Q

Customer relationship management (CRM)

A

Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organizations profitability
- Charles schwab and kaiser permanence have had great success implementing CRM systems

20
Q

CRM reporting technology

A

Helps organizations identify their customers across other applications

21
Q

CRM analysis technologies

A

Help organizAtions segment their customers into categories such as best and worst customers

22
Q

CRM predicting technologies

A

Help organizations make predictions regarding customer behavior such as while customers are at risk of leaving

23
Q

Operational CRM

A

supports traditional transactional processing for day to day front office operations or systems that deal directly with the customers

24
Q

Analytical CRM

A

Supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers

25
Q

Marketing and operational CRM technologies

A

List generator
Campaign management system
Cross selling and up selling

26
Q

Sales and operational CRM technologies

A

Sales management CRM systems
Contact management CRM systems
Opportunity management CRM systems

27
Q

Customer service operational CRM

A

Contact center (call center)
Web based self service system
Call scripting system

28
Q

Analytical CRM

A

Relies heavily on data warehousing technologies and business intelligence to glean insights into customer behavior

29
Q

Current trends include

A

Supplier relationship management
Partner relationship management
Employee relationship management

30
Q

Reasons Enterprise Resource Planning systems are powerful tools

A
  • logical solution to incompatible applications
  • addresses global info sharing and reporting
  • avoids the pain and expense of fixing legacy systems
31
Q

Core ERP component

A

Traditional components included in most ERP systems and they primarily focus on internal operations

32
Q

Extended ERP components

A

Extra components that meet the organizational needs not covered by the core components and primarily focus on external operations

33
Q

Examples of core ERP components

A

Accounting and finance ERP component
Production and materials management ERP component
Human resource ERP component

34
Q

Examples of extended ERP components

A

Business intelligence
Customer relationship management
Supply chain management
Ebusiness

35
Q

Measuring ERP success

A

The learning and growth perspective
The internal business process perspective
The customer perspective
The financial perspective

36
Q

Integration

A

Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems

37
Q

5 basic supply chain activities

A 
Plan
Source
Make
Deliver
Return
38
Q

Plan

A

Prepare to manage all resources required to meet demand

39
Q

Source

A

Build relationships with suppliers to procure raw materials

40
Q

Make

A

Manufacturers products and create production schedules

41
Q

Deliver

A

Plan for transportation of goods to customers

42
Q

Return

A

Support customers and products returns

43
Q

Supply chain metrics

A

Back order
Inventory cycle time
Customer order cycle
Inventory turnover

44
Q

Back order

A

An unfilled customer order for a product that is out of stock

45
Q

Inventory cycle time

A

The time it takes to manufacture a product and deliver it to the retailer

46
Q

Customer order cycle time

A

The agreed upon the between the purchase of a product and the delivery of the product

47
Q

Inventory turnover

A

The frequency of inventory replacement

MIS (12 decks)

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