ch09entApp

ch09entApp - Enterprise Applications Achieving Operational...

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Enterprise Applications Achieving Customer Intimacy
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Whirlpool fixes its supply chain Number one US home appliance maker Washers, dryers, refrigerators, … Brands Whirlpool, Kitchen Aid, Roper, Speed Queen Facility 50 manufacturing and research centers 80 distribution centers Major sales partners Sears, Lowe’s & Best Buy
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Challenges, 2000 Inventory of finished goods was very high Product availability was low Supply chain systems Sales disablers 4 US major appliance makers Whirlpool ranked 5 th in delivery performance
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The old supply chain systems Demand forecast systems i2, installed in 1997 ERP Supply chain system Home grown Not well integrate with » ERP » Suppliers » Wholesalers Slow & cumbersome manual procedures
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Solution tried Overstock its warehouse Ensure items were in plenty supply More than enough for customer orders Raise inventory carrying cost Eroding profit Continue to lose sales Wrong decision about specific items to stock Did not have the appliance customers wanted
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Global overhaul, 2001 Supply chain management systems Focus on serving customers i2, Collaborative planning, forecasting, & replenishment (CPFR) i2 Share & combine sales forecast
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Achievement Improvement in customer service 97% availability Was 87% Reduce supply chain cost Reduce finished goods More than 20% 5%
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Meet customer’s needs with The right products At the right time
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9.1 Enterprise systems 9.2 Supply chain management systems 9.3 Customer relationship management systems 9.4 Enterprise applications New opportunities & challenges
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9.1 Enterprise systems Enterprise resources planning, ERP Chapter 2 A suite of integrated software modules A common central database Data are collected from all Divisions and departments in a firm Key business process Made data immediately available to all Divisions and departments in a firm Key business process
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E   Workflow ERP
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Sales rep Place an order for tire rims The system verify Customer’s credit limit Schedule the shipment Identify the best shipping route If inventory is insufficient The system schedules the manufacturing
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Enterprise software Built around thousands of predefined business processes Best practice E Most successful solutions or problem solving method Sources of best practices Consulting firms Enterprise software firms Hire a consulting firm or enterprise software firm Hire the knowledge base of best =
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Implementation Select the functions Map Their business processes
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This note was uploaded on 09/24/2009 for the course CSIS 2500 taught by Professor Parvaz during the Spring '08 term at Langara.

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ch09entApp - Enterprise Applications Achieving Operational...

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