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ITM 102 > ITM 102 chap 9 > Flashcards

ITM 102 chap 9 Flashcards

1
Q

Enterprise System (Enterprise Resource Planning System ERP)

A

A set of integrated software module and a central database that enables data to be shared by many different business processes and functional area throughout the enterprise

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2
Q

Financial and Accounting Processes

A
  • General Leger - Account Payable - Account receivable - Fixed assets - Cash management and forcasting - Product-cost accounting - Cost-centre accounting - Asset accounting - Tax accounting - Credit Management - Financial reporting
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3
Q

Human Resources Processes

A
  • Personnel administration - Time accounting - Payroll - Personnel planning and development - Benefits accounting - Applicant tracking - Time management - Compensation - Workforce planning - Performance management - Travel expense reporting
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4
Q

Manufacturing and Production Processes

A
  • Procurement - Inventory management - Purchasing - Shipping - Production planning - Production scheduling - Material requirements planning - Quality control - Distribution - Transportation execution - Plant and equipment maintenance
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5
Q

Sale and Marketing Processes

A
  • Order processing - Quotations - Contracts - Product configuration - Pricing - Billing - Credit checking - Incentive and commission management - Sales planning
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6
Q

Leading Enterprise software vendors

A
  • SAP - Oracle - Infor Global Solution - Microsoft
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7
Q

Benefits of Enterprise System

A
  • Increase Operational efficiency - Provide firm-wide Information - Standerdise and coordinate business processes - Provide manager with up-to-the-minute data for better decision making
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8
Q

Supply Chain

A

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

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9
Q

Upstream portion of the supply chain

A

Relationship management with primary, secondary and tertiary supplier

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10
Q

Downstream portion of the supply chain

A

organizations and processes for distributing and delivering products to the fi nal customers

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11
Q

Just-in-time strategy

A

Components arrive exactly at the moment they are needed, and finished goods are shipped as they leave the assembly line

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12
Q

Bullwhip Effect

A

information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain

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13
Q

8 Benefit of supply Chain Management System

A
  • Decide when and what to produce, store, and move - Rapidly communicate orders - Track the status of orders - Check inventory availability and monitor inventory levels - Reduce inventory, transportation, and warehousing costs - Track shipments - Plan production based on actual customer demand - Rapidly communicate changes in product design
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14
Q

Supply Chain Planning System

A

Enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans

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15
Q

Demand Planning

A

A function of supply chain planing which determines how much product a business needs to make to satisfy all of its customers’ demands

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16
Q

Colaborative Planning, Forecasting and Replenishment

A

Allows a firm to share and combine its sale forecasts with those of its major sale partners

17
Q

Supply Chain Execution System

A

manage the flow of products through distribution centres and warehouses to ensure that products are delivered to the right locations in the most efficient manner

18
Q

Global Supply Chain Issues

A
  • Geographic distance - Time difference - Cost of transportation and inventory - Local taxes or fees
19
Q

Supply Chain Management: Phsh-Based Model

A

Production master schedules are based on forecasts or best guesses of demand for products, and products are “pushed” to customers

20
Q

Supply Chain Management: Pull-Based / Demand Driven / Built to Order Model

A

Actual customer orders or purchases trigger events in the supply chain

21
Q

Business Value of Supply Chain Management Systems

A
  • Decrease supply chain cost - Increase sale
22
Q

Customer Relationship Management (CRM)

A

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

23
Q

Touch Point / Contact Point

A

A method of interaction with the customer, such as telephone, e-mail, customer service desk, conventional mail, Web site, wireless device, or retail store

24
Q

Benefit of Customer Relationship Management

A

Provide a single enterprise view of customers, and provides customers with a single view of the company regardless what touch point they use

25
Q

Partner Relationship Management (PRM)

A

A module of CRM system that enhance collaboration between a company and its selling partners

26
Q

Employee Relationship Management (ERM)

A

A module of CRM system that deals with employee issues closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training

27
Q

Sale Force Automation (SFA)

A

A module of CRM system that helps sales staff increase their productivity by focusing sales efforts on the most profitable customers

28
Q

Customer Service

A

A module of CRM system that provides information and tools to increase the effi ciency of call centres, help desks, and customer support staff

29
Q

Cross-Selling

A

The marketing of complementary products to customers

30
Q

3 Aspects of Customer Relationship Management

A
  • Sales - Service - Marketing
31
Q

Operational CRM

A

includes customer-facing applications, such as: - Tools for sales force automation - Call centre and customer service support - Marketing automation

32
Q

Analytical CRM

A

Based on a data warehouse, it includes applications that analyze customer data generated by operational CRM applications and provides information on customer for improving business performance

33
Q

Customer Lifetime Value

A

An output of analytical CRM, it is based on the relationship among the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company

34
Q

Churn Rate

A

measures the number of customers who stop using or purchasing products or services from a company

35
Q

Enterprise Application System

A
  • Expensive to purchase and implement - Require technological change - Require change in business operations and processes - Requires new organizational learning - Risk of operating problem or losses when implementing the system
36
Q

Service Platform

A

An extention of enterprise application that integrates multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner

ITM 102 (10 decks)

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