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Information Systems > Chapter 9: Enterprise Applications > Flashcards

Chapter 9: Enterprise Applications Flashcards

1
Q

Enterprise software

A

is based on numerous integrated software modules and a common central database
- database collects data from and feeds the data into applications that support internal business activities

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2
Q

Four major applications of enterprise applications

A
  • Enterprise systems/enterprise resource planning systems (ERP)
  • Supply chain management systems
  • Customer relationship management systems
  • knowledge management systems
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3
Q

Business value of enterprise systems

A
  • increase operational efficiency
  • provide firm-wide information to support decision making
  • enable rapid responses to customer requests for information or products
  • include analytical tools to evaluate overall organisational performance and improve decision-making
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4
Q

Enterprise systems are systems that

A
  • span across functional areas and links the enterprise, including all management levels
  • that support organisational centralisation by enforcing uniform data standards and business processes throughout the single unified platform of a company
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5
Q

How enterprise systems work

A

Feature a set of integrated software modules and a central database by which business processes and functional areas throughout the enterprise can share data

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6
Q

Supply chain management (SCM) systems

A

coordinate planning, production, and logistics with suppliers and
- automate information flow among members of the supply chain so they can make better decisions
- includes software for supply chain planning and supply chain execution
- makes supply chain leaner

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7
Q

Types of SCM

A
  • push-based model (build-to-stock) (old one): earlier SCM systems, schedules based on best guesses and demands
  • pull-based model (demand-driven): contemporary, web-based, customer orders trigger events in supply chain
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8
Q

Upstream supply chain

A

firm’s suppliers, suppliers’ suppliers, processes for managing relationship with them

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9
Q

Downstream supply chain

A

organizations and processes responsible for delivering products to customers (distributor, retailer)

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10
Q

The bullwhip effect

A

minor fluctuations in the demand can cause higher fluctuations and overstocking f.e.
- info of product demand gets distorted along the supply chain

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11
Q

Global supply chain issues

A
  • greater geographical distances
  • greater time differences
  • participants from different countries, thus different performance standards, different legal requirements
  • internet helps manage global complexities (easier connection)
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12
Q

Business value of SCM

A
  • match supply to demand
  • reduce inventory levels
  • improve delivery service
  • speed product time to market
  • use assets more affectively
  • increase sales
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13
Q

Safety stocks

A

extra quantity of a product which is stored in the warehouse to prevent an out-of-stock situation

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14
Q

Customer Relationship Management (CRM) systems

A

integrate and automate customer-facing processes in sales, marketing, and customer service, providing an enterprise-wide view of customers

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15
Q

operational CRM

A
  • customer facing applications (such as sales force automation, call center and customer service support, and marketing automation)
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16
Q

analytical CRM

A

dealing with the analysis of customer data to provide insights for improving business performance

17
Q

business value of CRM

A
  • increased customer satisfaction
  • reduced direct-marketing costs
  • more effective marketing
  • lower costs for customer acquisition
  • increased sales revenue
  • lower churn rate
18
Q

Churn rate

A
  • number of customers who stop using or purchasing products or services from a company
  • indicator of growth or decline of firm’s customer base
19
Q

Enterprise applications challenges and opportunities

A
  • expensive to purchase and implement
  • technology changes
  • business process changes
  • organizational learning, changes
  • switching costs, dependence on software vendors
  • data standardisation, management, cleansing
20
Q

Enterprise solutions/suites (Next-gen enterprise applications)

A
  • make applications more flexible, web-enabled, integrated with other systems
  • cloud-based versions
  • functionality for mobile platforms
  • versions also available for small and medium-sized business
21
Q

social CRM (next-gen enterprise applications)

A
  • incorporating social networking technologies
  • company social networks
  • monitor social media activity; social media analytics
  • manage social and web-based campaigns
22
Q

Business intelligence (BI) (next-gen enterprise applications)

A
  • inclusion of BI with enterprise applications
  • application and technologies to help make better business decisions
  • flexible reporting, ad-hoc analysis, what if scenarios, digital dashboards, data visualisation

Information Systems (12 decks)

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