ISFinalStudyGuide - Chapter 11 Enterprise Systems Focus...

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Chapter 11 Enterprise Systems Focus Purpose Types of Enterprise Systems Supply Chain Management ( SCM ) Customer Relationship Management ( CRM ) Knowledge Management ( KM ) Enterprise Resource Planning  (ERP) Supply chain  Integrated network  Consisting of an organization, its suppliers, transportation companies, and brokers  Used to deliver goods and services to customers Exist in both service and manufacturing organizations  Supply chain management (SCM) : Process of working with suppliers and other partners in the supply chain  to improve procedures for delivering products and services Four key decisions in supply chain management:  Location Inventory Production Transportation Modified its supply chain from a  “push”  to a  “pull”  manufacturing process  Electronic Data Interchange (EDI) Enables business partners to send and receive information on business transactions Expedites delivering accurate information Lowers the cost of transmitting documents  Advantage of being platform independent and easy to use Supports  JIT Inventory  strategy -- WalMart Third-party exchange:  Provides a platform for buyers and sellers to interact with each other and trade more  efficiently online E-distributor  –Marketplace owned and operated by a third party that provides an electronic catalog of product  Reverse auctions –Invite sellers to submit bids for products and services  POS CRM : Consists of ALL  processes a company uses to track and organize its contacts with customers  Main goals of a CRM system  –Improve services offered to customers  –Use customer contact information for targeted marketing  CRM systems include:  –Sales automation  –Order processing  –Marketing automation  –Customer support  –Knowledge management  –Personalization technology  Personalization:  Satisfies customers’ needs, builds customer relationships, and increases profits; Designs  goods and services that meet customers’ preferences better  Customization : Allows customers to modify the standard offering Collaborative filtering (CF):  Searches for specific information or patterns, using input from multiple  business partners and data sources Knowledge is an asset : Should be shared throughout an organization to generate business intelligence and  maintain a competitive advantage in the marketplace  Well-designed ERP system benefits:  –Increased availability and timeliness of information  –Increased data accuracy and improved response time  –Improved customer satisfaction  –Improved employee satisfaction  –Improved planning and scheduling 
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–Improved supplier relationship  –Improved reliability of information  –Reduction in inventory costs 
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