Ch. 8- Enterprise systems, Supply Chain management, customer relationship management, and enterprise resource planning

Integrationallows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.
-Application integration
-Data integration
-Forward integration
-Backward integration
Enterprise systemProvide enterprise wide support and data access for a firm’s operations and business processes
Enterprise application integration (EAI)Connects the plans, methods, and tools aimed at integrating separate enterprise systems
MiddlewareSeveral different types of software that sit between and provide connectivity for two or more software applications
Enterprise application integration middlewareTakes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors
Supply chain managementThe management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability
Supply chain visibilityThe ability to view all areas up and down the supply chain in real time
-supply chain planning system
-supply chain execution system
-bullwhip effect
3 components of supply chain managementProcurement, Logistics, Materials management
Technologies Reinventing supply chain3D printing, Radio frequency identification, drones, Robotics
Customer relationship management (CRM)Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability
Benefits of CRM“RFM” – Recency, Frequency, Monetary value
CRM reporting technologyHelp organizations identify their customers across other applications
CRM analysis technologiesHelp organization segment their customers into categories such as best and worst customers
CRM predicting technologiesHelp organization make predictions regarding customer behavior such as which customers are at risk of leaving
Operational CRMsupports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers
Analytical CRMSupports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers
Marketing and operational CRM technologyList generator, campaign management, cross-selling and up-selling
Sales and operational CRM technologySales management, contact management, opportunity management
Customer service and operational CRM technologyContact center, web-based self-service, call scripting
Sales force automationa system that automatically tracks all of the steps in the sales process
Website personalizationOccurs when a website has stored enough data about a person’s likes and dislikes to fashion offers more likely to appeal to that person
Enterprise resource planningIntegrates all departments and functions throughout an organization into a single IT system so that employees can make enterprise wide decisions by viewing enterprise wide information on all business operations
Core ERP componentTraditional components included in most ERP systems and they primarily focus on internal operations
Extended ERP componentExtra components that meet the organizational needs not covered by the core components and primarily focus on external operations
3 most common core ERP componentsAccounting and Finance, Production and materials management, Human resource
Accounting and finance ERP componentManages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management
Production materials management ERP componentHandles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control
Human resource ERP componentTracks employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities
Extended ERP components include:Business intelligence, Customer relationship management, Supply chain management, Ebusiness components: -Elogistics, Eprocurement
Balanced scorecardenables organizations to clarify their vision and strategy and translate them into action