EXAM 2 Flashcards
1
Q
Database
A
Oracle
Microsoft
IBM
2
Q
Middleware/Tools
A
IBM
SAP
Microsoft
Oracle/BEA
3
Q
ERP
A
SAP
Oracle
Infor
Microsoft
4
Q
Supply Chain/Procurement
A
SAP
Oracle
Salesforce
Microsoft
Amdocs
5
Q
DELL
A
computer hardware company that “revolutionized” the SCM field
6
Q
Why did Michael Dell create DELL?
A
He wanted to be successful in the PC business. To gain a competitive advantage he needed to bypass the traditional dealer channel.
7
Q
How did DELL become successful.
A
It developed and deployed its own channel for selling PCs. Started as telephone sales, then moved to internet sales. Took out the intermediary, but still managed to tailor its products to meet specific requirements.
8
Q
Why was DELL so profitable?
A
By developing its own channel, it eliminated the markups and large inventory expenses (which allowed DELL to operate with lower costs).
9
Q
Supply Chain Management (SCM) focuses on…
A
Reduction of costs
10
Q
Traditional SCM thinking…
A
“I buy from my suppliers, I sell to my customers”
11
Q
Factors driving SCM’s growth
A
Visibility
Consumer Behavior
Competition
Speed
12
Q
Visibility (SCM)
A
more visible models of different ways to do things in the supply chain have emerged. High visibility in the supply chain is changing industries, as Wal-Mart demonstrated
13
Q
Consumer behavior (SCM)
A
companies must respond to (and can do so faster ) demanding customers through supply chain enhancements
14
Q
Competition (SCM)
A
increased competition makes any organization that is ignoring its supply chain at risk of becoming obsolete
15
Q
Speed (SCM)
A
as the pace of business increases through electronic media, an organization’s supply chain must respond efficiently, accurately, and quickly
16
Q
Supply chan visibility
A
the ability to view all areas up and down the supply chain
17
Q
Bullwhip effect
A
occurs when distorted product demand information passes from one entity to the next throughout the supply chain
18
Q
demand planning software
A
generates demand forecasts using statistical tools and forecasting techniques
19
Q
how does customer demand affect an organization’s performance
A
Once an organization understands customer demand and its effect on the supply chain it can begin to estimate the impact that its supply chain will have on its customers and ultimately the organizations performance
20
Q
Types of supply chain management software
A
supply chain planning
supply chain execution
21
Q
supply chain planning (SCP)
A
employs algorithms to improve the flow and efficiency of the supply chain while reducing inventory
22
Q
supply chain execution (SCE)
A
automates the different steps and stages of the supply chain
23
Q
SCP and SCE in the supply chain
A
SCP: goes from supplier –> manufacturer –> distributor –> retailer –> customer
SCE: goes from customer –> retailer–> distributor –> manufacturer –> supplier
24
Q
Components of supply chain management
A
Procurement
Logistics
Materials Management
25
Procurement
the purchasing of goods and services to meet the needs of the supply chain
26
What questions can procurement help a company to answer?
- What quantity of raw materials should we purchase to minimize spoilage?
- How can we guarantee that our raw materials meed production needs?
- At what price can we purchase materials to guarantee profitability?
- Can purchasing all products from a single vendor provide additional discounts?
27
Logistics
includes the processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain
28
Inbound logistics...
acquires raw materials and resources and distributes them to manufacturing as required
29
Outbound logistics...
distributes goods and services to customers
30
What questions can logistics help a company answer?
- What is the quickest way to deliver products to our customers?
- What is the optimal way to place items in the warehouse for picking and packing?
- What is the optimal path to an item in the warehouse?
- What path should the vehicles follow when delivering the goods?
What areas or regions are the trucks covering?
31
Materials management
management includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing.
32
What questions can materials management help a company answer?
- What are our current inventory levels?
What items are running low in the warehouse?
- What items are at risk of spoiling in the warehouse?
- How do we dispose of spoiled items?
- What laws need to be followed for storing hazardous materials?
- Which items must be refrigerated when being stored and transported?
- What are the requirements to store or transport fragile items?
33
Supply chain management disruptive technologies:
3D printing
Radio Frequency Identification
Robotics
Drones
34
3D Printing (supporting procurement)
(additive manufacturing); builds (layer by layer in an additive process) a three-dimensional solid object from a digital model
- maker movement
- makerspace
35
maker movement
a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things
36
makerspaces
a community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible of unaffordable
37
radio frequency identification (RFID)
(supporting logistics)
uses electronic tags and labels to identify objects wirelessly over short distances
38
robotics
(supporting materials management)
focuses on creating artificial intelligence devices that can move and react to sensory output
39
drone
(supporting logistics)
an unmanned aircraft that can fly autonomously, or without a human
40
Customer Relationship Management (CRM)
a business philosophy based on the premise that those organizations that understand the needs of their customers are better positioned to achieve sustainable competitive advantages in the future
41
CRM is...
performing business better
42
CRM can enable an organization to:
- simplify (automate) marketing and sales processes
- discover new customers
- help sales staff close deals faster
- cross sell and up sell products more effectively to existing customers
make call centers more efficient
- provide better customer service
- increase customer revenues
43
Types of customer relationship management software
Operational CRM & Analytical CRM
44
Operational CRM
supports traditional transaction processing for day-to-day front-office operations or systems that deal directly with the customers
45
Analytical CRM
Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers
46
Examples of front office systems
customer service
sales
billing
47
Examples of back office systems
accounting
finance
human resources
data warehouses
48
Most organizations operate functional ______, and each department typically has its own systems.
silos
49
A company might purchase an _______ and then all of the functional silos would be on one system, however, this doesn't happen very often in the real world.
ERP
50
Most organizations require anywhere from __ to __ to __ different systems to run their business.
10, 100, 1000
51
The CRM system is the _____, gathering all of the customer information from the many different systems to obtain a. single view of the customer.
integrator
52
What is one of the benefits of an analytical CRM system?
personalization
53
Personalization occurs...
when a Web site can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person
54
Marketing (technologies)
1) List Generator
2) Campaign Management
3) Cross-Selling and Up-Selling
55
Sales (technologies)
1) Contact Management
2) Opportunity Management
3) Sales Management
56
Customer Service (technologies)
1) Contact Center
2) Web-based Self Service
3) Call Scripting
57
List generators
compile customer information from a variety of sources and segment the information for different marketing campaigns
58
Campaign management systems
guide users through marketing campaigns
59
Cross-selling
selling additional products or services
60
Up-selling
increasing the value of the sale
61
Contact management systems
maintains customer contact information and identifies prospective customers for future sales (ACT!)
62
Opportunity management systems
target sales opportunities by finding new customers or companies for future sales (SalesLogix)
63
Sales management systems
automate each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts. (Salesforce.com & Siebel)
64
the sales department was the first to ...
begin developing CRM systems with sales force automation
65
sales force automation
a system that automatically tracks all of the steps in the sales process
66
Sales process
opportunity generated --> lead sent to sales person --> potential customer contacted --> potential customer meeting --> problems and solutions identified --> customer sales quote generated --> sales order placed --> order fulfilled --> customer billed
67
Contact center (call center)
where CSRs answer customer inquiries and respond to problems through different touch points
68
Web-based self-service
allow customers to use the Web to find answers to their questions or solutions to their problems
69
Click-to-talk
(part of web-based self-service)
customers click on a button and talk with a CSR via the Internet
70
Call scripting
access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer
71
Analytical CRM systems are designed...
to dig deep into a company’s historical customer information and expose patterns of behavior on which the company can capitalize
72
Analytical CRM is used...
to enhance and support decision making
73
Analytical CRM tools can...
identify opportunities for cross-selling, up-selling and expanding customer relationships
74
Give customers more of what they want (analytical CRM)
Analytical CRM can help an organization go beyond the typical “Dear Mr. Smith” salutation. An organization can use its analytical CRM information to make its communications more personable. For example, if it knows a customer’s shoe size and preferred brand it can notify the customer that there is a pair of size 12 shoes set aside to try on the next time the customer visits the store.
75
Find new customers more of what they want similar to the best customers (Analytical CRM)
Analytical CRM might determine that an organization does a lot of business with women 35 to 45 years old who drive SUVs and live within 30 miles of a certain location. The company can then find a mailing list that highlights this type of customer for potential new sales.
76
Find out what the organization does best (Analytical CRM)
Analytical CRM can determine what an organization does better than its competitors. For example, if a restaurant caters more breakfasts to midsized companies than its competition does, it can purchase a specialized mailing list of midsized companies in the area and send them a mailing that features the breakfast catering specials.
77
Beat competitors to the punch (Analytical CRM)
Analytical CRM can determine sales trends allowing an organization to offer the best customers deals before the competition has a chance to. For example, a clothing store might determine its best customers for outdoor apparel and send them an offer to attend a private sale right before the competition runs its outdoor apparel sale.
78
Reactivate inactive customers (Analytical CRM)
Analytical CRM can highlight customers who have not done any business with the organization in a while. The organization can then send them a personalized letter along with a discount coupon. It will remind them of the company and may help spark a renewed relationship.
79
Let customers know they matter (Analytical CRM)
Analytical CRM can determine what customers want and need, so an organization can contact them with this information. Anything from a private sale to a reminder that the car is due for a tune-up is excellent customer service.
80
Analytical CRM can be used for
Personalization
81
Personalization
when a Web site knows enough about a persons likes and dislikes that it can fashion offers that are more likely to appeal to that person
82
Analytical CRM relies heavily on:
Data Warehousing technologies
Business Intelligence tools
83
Analytical CRM has the ability to:
provide an organization with information about their customers that was previously impossible to locate, and the resulting payback can be tremendous.
84
Who is the leader in cloud-based customer relationship management (CRM)
Salesforce.com
85
eBusiness model
a plan that details how a company creates, delivers, and generates revenues on the internet
86
Can a business operate with more than one eBusiness model?
Absolutely. eBay and Amazon are prime examples. eBay and Amazon’s eBusiness models change depending on who is posting the goods for sale and who is buying the goods for sale.
87
Business-to-business (B2B)
applies to businesses buying from and selling to each other over the internet
88
Business-to-consumer (B2C)
applies to any business that sells its products or services to consumers over the internet
89
Consumer-to-business (C2B)
applies to any consumer that sells a product or service to a business over the internet
90
Consumer-to-consumer (C2C)
applies to sites primarily offering goods and services to assist consumers interacting with each other over the internet
91
B2B (examples)
Electronic marketplace, google search marketing
92
B2C
Progressive insurance, Carfax, Best Buy, Amazon
93
C2B
eBay, Amazon
94
C2C
eBay, Amazon
95
Common B2C eBusiness Models
Brick-and-mortar business
Pure-play (virtual) business
Click-and-mortar business
96
Brick-and-mortar business
operates in a physical store without an Internet presence.
97
Pure-play (virtual) business
a business that operates on the Internet only without a physical store.
98
Click-and-mortar business
a business that operates in a physical store and on the Internet.
99
Example of Brick-and-Mortar business
local bookstore, college bookstore (there are not many left today)
100
Example of Pure-Play Business
Amazon.com, eBay
101
Example of Click-and-Mortar Business
Walmart, Best Buy
102
Common eBusiness Forms
Content providers
Informediaries
Online marketplaces
Portals
Service providers
Transaction brokers
103
Content Providers:
Generate revenue by providing digital content, such as news, music, photos or video (Netflix.com, CNN.com)
104
Informediaries
Provide specialized information on behalf of producers of goods and services and their potential customers (Edmunds.com, Zillow.com)
105
Online Marketplaces
Bring together buyers and sellers of products and services (Amazon.com, eBay.com)
106
Portals
Operate central websites for users to access specialized content and other services (Yahoo.com, MSN.com)
107
Service Providers
Provide services such as photo sharing, video sharing, online backup and storage (Mapquest.com, YouTube.com)
108
Transaction brokers
Process online sales transactions (Etrade.com, Fidelity.com)
109
eBusiness revenue models
Advertising fees
License fees
Subscription fees
Transaction fees
Value-added service fees
110
eBusiness tools for connecting and communicating
Email
Instant Messaging
Podcasting
Videoconferencing
Web Conferencing
Content Management System
111
Email
short for electronic mail, is the exchange of digital messages over the Internet. Email is typically delivered through an Internet service provider – a company that provides access to the Internet for a monthly fee such as AOL and Comcast.
112
Instant Messaging
a service that enables instant or real-time communication between people. Instant messaging occurs in real-time, when a system updates information at the same rate it receives it.
113
Podcasting
converts an audio broadcast to a digital music player.
114
Video conferencing
allows people at two or more locations to interact via two-way video and audio transmissions simultaneously.
115
Web conferencing
conferencing blends videoconferencing with document sharing and allows the user to deliver a presentation over the Web to a group of geographically dispersed participants.
116
Content management system
helps companies manage the creation, storage, editing, and publication of their website content.
117
Moore's law
A computer chips performance per dollar roughly doubles every 18 months.
118
Sustainable, or "green" MIS
Describes the production, management, use, and disposal of technology in a way that minimizes damage to the environment.
119
Corporate social responsibility
Companies’ acknowledged responsibility to society.
120
Three pressures driving sustainable MIS infrastructures
1) increased electronic waste
2) Increased energy consumption
3) increased carbon emissions
121
E-waste
Refers to discarded, obsolete or broken electronic devices
122
Sustainable MIS disposal
Refers to the safe disposal of MIS assets at the end of their life cycle
123
Energy consumption
The amount of energy consumed by business processes and systems.
Huge increases in technology use have greatly amplified energy consumption.
Computer servers in the US account for about 1% of the total energy usage of the country!
124
Carbon emissions
Carbon dioxide and carbon monoxide produced by business processes and systems.
125
The components of a sustainable MIS infrastructure include:
Grid computing
Virtualized computing
Cloud computing
126
Grid computing
A collection of computers, often geographically dispersed, that are coordinated to solve a common problem.
127
virtualization
Creating multiple “virtual” machines on a single server.
128
data center
A facility used to house management information systems and associated components, such as telecommunications and storage systems
129
sustainable data centers:
-reduce carbon emissions
-reduce required floor space
-allows choice of geographic location
130
cloud computing
A model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources that can be rapidly provisioned and released with minimal management effort or service provider interaction.
131
Infrastructure as a Service (IaaS)
A service that delivers hardware and networking capabilities, including the use of servers, networking, and storage over the cloud using a pay-per-use revenue model.
132
Software as a Service (SaaS)
Delivers applications over the cloud using a pay-per-use revenue model
133
Platform as a Service (PaaS)
Supports the deployment of entire systems including hardware, networking, and applications using a pay-per-use revenue model.
134
Pizza as a service; on premise
made at home
135
Pizza as a service; Infrastructure as a Service
Take and Bake
136
Pizza as a service; Platform as a service
pizza delivered
137
Pizza as a service; software as a service
dined out
138
single-tenancy
Each customer or tenant must purchase and maintain an individual system.
139
multi-tenancy
Means that a single instance of a system serves multiple customers.
140
cloud fabric
The software that makes possible the benefits of cloud computing, such as multi-tenancy.
141
Primary cloud computing forms
public cloud
private cloud
community cloud
hybrid cloud
142
Public cloud
Serves global and industrywide applications offered to the general public.
-multi-tenancy
-off-premise
-several organizations
-->amazon, EC2, Windows Azure
143
Private cloud
Serves only one customer or organization and can be located on or off the customer’s premises
-single-tenancy
-on-premise
-one organization
-->bank, government, corporation
144
Community cloud
Serves a specific community with common business models, security requirements and compliance considerations.
-multi-tenancy
-off-premise
-several organizations
-->private hospital, all Colorado State government organizations
145
Hybrid cloud
Includes two or more private, public, or community clouds, but each cloud remains separate and is only linked by technology that enables data and application portability
-mix of private, public, or community
-->private cloud of the company and a public cloud for customers, suppliers, and partners
146
Oracle
Microsoft
OBM
Database
147
IBM
SAP
Microsoft
Oracle/BEA
Middleware/tools
148
SAP
Oracle
Infor
Microsoft
ERP
149
SAP
Oracle
JDA Software
Ariba
i2 Tech
Manhattan
Supply Chain/Procurement
150
SAP
Oracle
Salesforce
Microsoft
Amdocs
CRM
151
Enterprise Resource planning
integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprise-wide decisions by viewing enterprise-wide information on all business operations.
152
Which area does ERP primarily focus on?
Maximize profitability
153
ERP
takes silos of information and brings the organization together
154
ERP systems must integrate various organizational processes and be:
Flexible
Modular and open
Comprehensive
Beyond the company
155
must be able to quickly respond to the changing needs of the organization
flexible
156
must have an open system architecture, meaning that any module can be interface, with or detached whenever required without affecting the other modules. Some organizations will begin with buying two modules, such as accounting and sales, and then will add modules, such as CRM and SCM, as they gain confidence in their current modules. (Implementing in small pieces or phases – companies do not want to buy the entire ERP and spend years implementing twenty different modules to find that it doesn’t meet their need)
Modular and open
157
must be able to support a variety of organizational functions for a wide range of businesses
Comprehensive
158
must support external partnerships and collaboration efforts
Beyond the company
159
Who are the largest ERP vendors?
SAP
Oracle
Infor
Microsoft
160
Why are ERP solutions growing
ERP is a logical solution to incompatible applications that have sprung up in most businesses.
ERP addresses the need for global information sharing and reporting.
ERP is used to avoid the pain and expense of fixing legacy systems.
161
Software which sits in the middle of and provides connectivity between two or more software applications and databases.
Middleware
162
traditional components included in most ERP systems and they primarily focus on internal operations.
Core ERP components
163
extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.
Extended ERP components
164
SCM software
Supply Chain Planning
Supply Chain Execution
165
CRM Software
CRM Operational
CRM Analytical
166
Core ERP components
Accounting and Finance
Production and materials management
Human resources
167
Extended ERP components
Business intelligence
Customer relationship management
supply chain management
E-Business
168
manage accounting data and financial processes within the enterprise with functions such as General Ledger, Accounts Payable, Accounts Receivable, Budgeting, and Fixed Assets.
Accounting and finance components
169
handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
Production and materials management components
170
track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and taxing authorities.
Human Resource and Payroll components
171
Organizes ERP Data
Creates:
Data Warehouses
Data Marts
Supports Managerial Decision Making
Business Intelligence
172
takes information entered into a system and sends it automatically to all upstream systems and processes.
forward integration
173
takes information entered into a system and sends it automatically to all previous systems and processes.
backward integration
174
Enables organizations to clarify their vision and strategy and translate them into action
balanced scorecard
175
Balanced scorecard views the organization from four perspectives
Learning and growth
Internal business processes
Customer
Financial
176
The three primary ERP implementation choices
- on premise ERP
-Cloud ERP
-Hybrid ERP
177
Includes a server at a physical location using an internal network for internal access and firewalls for remote users’ access.
on-premise system
178
An old system that is approaching or beyond the end of its useful life within an organization.
legacy system
179
Splits the ERP functions between an on-premises ERP system and one or more functions handled as Software as a Service (SaaS) in the cloud:
Hybrid ERP
180
Scenarios common in hybrid architectures of ERP:
A business with a very specific local focus: single-site or multisite within a single country or region.
A business with operations geared strongly toward a specific industry.
A newly acquired operation with a mismatch of multiple ERPs.
A small company with no formal ERP in place
181
Lines between ERP, SCM and CRM continue to blur.
integration
182
Continue to help organizations integrate data and processes across functional departments.
internet
183
Browsers, portals and customization
interface
184
support of a mobile workforce
wireless technology
185
