ISOM pwpt ch 3 continued

ISOM pwpt ch 3 continued - 3-1CUSTOMER RELATIONSHIP...

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Unformatted text preview: 3-1CUSTOMER RELATIONSHIP MANAGEMENT •CRM overview3-2BUSINESS PROCESS REENGINEERING•Business process– a standardized set of activities that accomplish a specific task, such as processing a customer’s order•Business Process Reengineering (BPR)– the analysis and redesign of workflow within and between enterprises–BPR is about finding opportunity for improvement–The purpose of BPR is to make all business processes best-in-class (as good as possible)–It includes, for each business process in need for an improvement, creating a diagram of the “As-Is” process and then creating a diagram of the “To-Be” process –i.e.“here is how it is and here is how it could (or 3-3•Business Process Reengineering (BPR) – a simple example of finding opportunity using BPR•A company can improve the way it travels the road by moving from foot to horse and then horse to car•BPR looks at taking a different path, such as an airplane which ignore the road completelyBUSINESS PROCESS REENGINEERING 3-4•Business Process Reengineering (BPR) – another example of finding opportunity using BPR...
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This note was uploaded on 02/16/2011 for the course ISOM 247 taught by Professor Jukic during the Spring '08 term at Loyola Chicago.

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ISOM pwpt ch 3 continued - 3-1CUSTOMER RELATIONSHIP...

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