You are on page 1of 676

-1 : 50

-
.

-
.
-
.
-
-2 ) ( SIS : 51
) ( DSS- MIS- TPS
.
-
.
-

-3 . 51

5 -

3 -

2 -

7-

-4 52
-
-
-

-5 . 56
-

-
-

-
.

-6 58

-
- .
-
-7 . 62
- .
-
-

-8 . 235
-

-
-

-9 CRM-ERP 236

-

.

-


.
-
-

.
-10 SCM-MRP 236

-


.

-
-

.
-

.
-
-

-11 UPSELLING- CROSS- SELLING


. 238

-
-
.

-
-
.
-
.
-

-12 CRM
. 240

- -
- -
- -
-13 CRM . 241
-
- ) (CRM
-

- - -

-14 ERP ........


......... . 242

-
-

-15 . 245
-
.

-
.
-
.

-16 ) (TPS . 251


-
.
-
.

-
-17
. 274

-
.

-
-
-
-18 . 275

- -

B 2C C2C B2B -
- -
-
-19 . 276

- .
- .
-
.

-20 . 277
) -
(
-
-
-

-21

. 279

-
-
-
-22 SET . 283
-
.
-
.
- .

-23 . 288
-
-
-

-24 . 290
-
-
-

-25 . 252

-

- -

-
(1 .
( (
(

(
(2
.
(

( 3
.
(

( 4 .
(
(
(
(

(5
.
(

(up-selling

cross-selling(CRM

(ERP

(6 .
)

(7

.
(
(

(8

.
(
(

(9 .
(
(
(

( 10
.

(11
(

(

(

( 12
.
(
(

(13 OLAP .
(

(14
.
(

( 15
.
(
(
(

( 16

(
(

( 17
.

(
( /
(
(18 .
(

(19
.
(

( 20 .
(

(21
(

( 22 ) (
.
(

(23
.
(

( 24
.

(
(

(
(

( 25
.
(
(

.1

(
.( *.
.2

( *

.3

( *
(

(
(
.5


............................. .
(

.4

( *

( 8 10
.
(
*.

( 15 .
( 50 .

.6

SCM

( *
(
(

.7

( *
(
.8

( *
(
(

.9

( *
(
.10

(
( *
.12


.......................
.

(
(
( *
.11

(
(

( *

.13

....................
.

( *
(
.14


............ .

(
* (
.15

(
(
(
*
.16

( *
(

.17

( (
(
.18

(
( *
.20

( / *

(
( *
.19

( *

.21

(
( *
.22

( *
(

.23



(
(

(

( *
.24


.......... .

( *
(

.25


(*
(
(
(

(

(
(
(
(
( 2
(
(
(
(
( 3

(
(
(
(
( 4

(
(
(
(
( 5 CRM
(
(

(
(
( 6 SCM
(
(
(
(
( 7 .....................
(
(
(
(
( 8

(
(
(
(
( 9
(2
(3
(4
(5
( 10

(
(
(
(
( 11

(
(
(
(
( 12

(
(
(
(
( 13
(
(

(
(
( 14 ....................
(
(
(
(
( 15
(
(
.
(
( .

( 16 crm ........
(
(
(
(
( 17 .
(
(

(
(
( 18
(2
(3
(4
(5
( 19

(
(
(
(
( 20 GIS .....
(DSS
(BCS
(DVS
(GPS
( 21 ...... .........
.
( -
(
(
(
( 22
(
(

(
(

( 23
(1
(2

(3
(4
( 24

(
(
(
(
( 25

(
(
(
(

(1 ) (ERP) : 236 (7
( .
(

(
(

( 2
) 238 (7
(cross-selling
across-selling

( up-selling

( down-selling

( 3
) (258

(4
......... ........... )
9 (306
( -

(5 ) (357
(
(
.
(
(

(6 )
(371
(
(
(
(

(7 ) : 11 (399
(
(
(
(

(8 ) 11 (402
(

( 9
.
) (410
(

(10 )
(50
(

(
(

(11 ) (52
(

(12
) (52
(
(

(13 ) (56
(

..... ( 14
) (64
(

(15 ) (241
(

(

(
(

5 (16 ) 7 (246
(

(
(
(
(17
) (
) (246
( EDI
MRP

( ERP

( CRM

(18 ) (255
(

(19 )(
) (257
(

(20 ) (258
(

(21
(

( 22

) . (279
(
(
(
(

( 23
) (296
(

( 24
............... ). (319
(

(25

(

-1
-2
-3

-4

CRM .
-

-
-
:
-
-
-
-
......
.
-

-
-
.............SCM .

-5

-6

-7

-8

-9

-10

-

-
-
ERP


-

-
-
.

-

-
.
-
-

-
-

.




-
-
- -
.
-
-

-
-

...
-
-

-11
-12

-13

-14
-15
-16

-17
-18

-19

-20

-
-
.


-
-

.


- -
-
EIP :
-
-
-
-

.
-
-
-
-
.
-

-
-
...........
- - -

..........
-

-
-
.......
-
-
-
-

.................. .

-
-
-

.......
-
-
-
-

-21

-22
-23

-24

-25


.
-

-
-
.


-


.
-

-
-

.
-

-
-


-
-
-
-

-1
.

-2

-3

-4

:
:

-5)

-6
.
:

-3

-7 :
CRM:

ERP:

SCM:

MRP:

--8 .
:

-9

-10
:

-11

-12

-13

-14
.

-15

-16

-17

-18

:-

-
:

-19

-20
.

-21

-22

...........

-23

-24

............

-25
.

-1 :
( .
( ))www
( - -

.
( .
-2
( .
( ).
(tps
( .
( .
-3
( - - -
.
SIS-BFS-KMS(
( - .
( .
-4
( -
- .

( ERP
( - -
.
( .
-5
(

( VPN

(.G4

-6
( - .
( - --.
( -- -.
( .
-7
( ERP .
( -- - -
(
.
( .
-8
( C2D- B2C-B2B
( - .
( - -
.
(
-9

( MIS .
(
.
(
.
( .

-10
( -IT .IT
( - - -
.
( - .
( .
-11

( - -
( - -
( - - - -
(- - - -
-12
(
.
(
.

( 4 .
(
-- .
-13
( -
.
(
.
( -
.
(
.
-14 EIS
(
.
( .
( .
( .
-15
( - .
( .
( - -
.
( - .
-16

( .
( .
( .
(
.
-17
( .
( .
( .
(
.
-18
( - - -
( --.
( - - -
( - -- -
-19
( .
( .
( - - -.
(
-20
( :
.

( :
.
( :
.
( :
.
-21
(

.
( .
( .
(
.
-22
.
(
(
(

-23
( -
( -
(
( -

-24
.
( - - -

( - --
( - -
( -- -
-25
( - -
- -

( - -
- -
.
( - -
- -
IT
( -
- -
- .

-1
.

-2

-3

-4

-5)

-6
.
:

-3

-7 :
CRM:

ERP:

SCM:

MRP:

--8 .
:

-9

-10
:

-11

-12

-13

-14
.

-15

-16

-17

-18

:-

-
:

-19

-20
.

-21

-22

...........

-23

-24

............

-25
.

2
-1

-2
(

-3
(
//
(

(
(

-4
( /

(/

(/

( /


-1


(ERP
(CRM
(CIM
(EPR

-2


(
(
(

-3


( /
/
( /

(
( /

-4
( / /
//

(/ /
( //

-1


( / /
( / /
( / /
( / /

-2
( / /
( / /
( / /
( / /
- 3
(
(

- 4 ..........................................
.
(


-1

-2


(
(
(
(

-3

(
(

( / /
/

( /

( / /
/

( /

-4
(
(


-1


(
( /

(
(

-2

(
(

-3
(
(


-1

(
(
(

-2
(
(

-3
( /
/

( /
/


-1

IT
( /
/
( /
/

(
(

-2
( /
( /
( /
( /
-3 IT

( /
/
( /

(
( /


IT

-1

( IT

( IT
.

( IT

( IT

-2

-3

(

(

-4

...

( ERP

( BPR
( TTS
( CRM

-5
.

.............................

-6

-7

-8

-9

-10

B2C

-11

-12

(

(

-13

-14

-15

-16

(

(

-17

(

(

-18

-19

- 1

-
-

-
-

- 2

-

-
-

- 3
............
-
-

- 4

-
-
-
-
- 5
-

- 6
-
-

- 7 .............

.
-

-
-

-8

cross-selling-
ERP-

up selling-

CRM -

-9 ) (ERP

-
-

- 10
-

-
-

- 11

-
-

-
-

- 12
-
-

- 13

-
-

-
-

- 14

-
-
-
-
- 15

-

-
-

-16 ) (OLAP

-
-
-
-

................. - 17
.
-

-
-

- 18

-
-

-
-

- 19

- -
-

-
-

-20
-

-
-

- 21
.
-
-

- 22

-
-

- 23

-
- IT
-
-
IT

-24 IT

-
-
-
-
-25
.
-
-

-
-

-1
(

(
(

-2
(
(

(
(

-3
(
(

(
(

CRM -4
( (

- 5 ................................
( CRM
( MRP

( ERP
( KM

- 6

( -
(



(
(


- 7

(
(

(
(

-8
(
(

(
(

- 9
(
(

(
(

-10 pantellos
(
(

(
(

- 11

(
(

(
(

- 12

( MIS-DSS
( MIS-MIS

( DSS-DSS
( DSS-MIS

- 13 ........................... )

(

.......................... - 14


(
(

(
(

-15
(
(

(
(
- 16

(
(

( - ( -


- 17

( 5
( 5

( 4
( 6

- 18

( - (

(
(

- 19
......................
(

- 20
.
(

- 21 ...................... .
(

...................... - 22

.
(

-23
( IT
(

(
(

ASP -24
(
(

(
(

-25 IT
( (

-1



( -
(
(
(

-2

:
............ ..................

(
(
(

(

-3


..........................

( ) (BPR
(
(

(
-4



(

(
.
(
.
(

-5



:
(

(
.
(

(
-6 ) ( CRM
:
(
(

(

(
.

-7

:
(

(

(

(
-8

)
( CRM
(
(
(
(

-9



(
(
(
(
-10 ) (ERP

:
(
(

(
(
-11 ( (SCM
(

(

(

-12

( )( TPS
(
( )( oLTP
(
-13 )( TPS

(
(
(

(
-14

(

(

(

(

-15 ( ( ECS
(
(

(
(


-16
(

( ) ( ERP
) ( SCM
( ) (ERP
) (CRM
( ) (EAI
) (CRM )( SCM
-17

(

(
(

(

-18
.....................
( )( B2B
( )( B2G
( )( B2C
( ) (C2C
-19

(

(

(

-20 :

(
(

(
(

-21

( email
(
(
( email
-22 .


(
(
(
(
-23

(


(
DSS

.
(

(
.
-24 ) (AI :
(


(

(

(
.
-25
:
(
(
(
(

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24

25

. 1 :
(
(
(

(
. 2

(
(
(
(
. 3 IT

(
(

. 4
(
(
(
(

. 5

(

(

(

(
. 6 iT


(

. 7
(
(
(

(
.8

(
(
(
(

.9
(
(
(
(
. 10
(

(

(

(
. 11
(

.12 ) ERP
(
(

(
. 13 ) ERP
(
( ERP

(
IT ERP
(

(
. 14
:
(
(

. 15
(

.16
(

(

(

(
. 17
(

(

(

(
. 18

(
(
(
(
. 19

(
(
(
(
.20
(
(
(
(
. 21

(
(

(
(

. 22
(
(
(
(
. 23
(
(
(

. 24
(

(
. 25 9

(
(
(
(

-1

-2








) ( BPR

-3


.
.

-4


.............. .

.
.
-
.

-5


-

- -
.

-

-

-6

) ( ERP

-
-

-
-7
/
.................
- - - /

-8

-
- -

-9

-10


-
-
-

-11


-

-

-12

-
-

- -

-
-

-

-13

-14

/
-

- / /
/ /

-15

-16


-
- -

-
- -


- .
-

-17

- -

-18

-
- -
- - -
-

-19

-
- -
- -
- 0

- -
- - -
- - ) (

-20

-21

-
-

-
-

-22


-
-
-

-23


-

-
IT

-24

-
-
- - -

-25



- -
- -

- -

"


-

-

- 1
.
*-

:
- 2
.

* -

:
-3 .
- .
- .
*- .
-
.
:
- 4
.
ERP-

*SCM-

CRM-

MRP-

:
- 5
.
-

*-
:

-6 .
-> >>
- > > >

-
-

- > > >


*- > > >
:
-7 10+ .
*G2C-

C2C -

G2B-

B2B -

:
-8
) (B2C .
*-

-
-
-

:

-9 .
-

*-

:
-10 .
-

* -

:
- 11
.
* -

:

- 12

.
-

*-

:
-13

*-

2/1-

:
-14 100

-
-

* -

:
-15 .
-
* -

:
- 16 . . . . . . . . . . . . . . . . . .
. .
-

* - -

- AI

:
- 17
.
-

*-
-

:
- 18
. . . . . . . . . . . .
.

* -

:
- 19
.
*-

:
-20 SDLC .
-

-

:

*-
-

- 21
.
-
* -

:
- 22
.
-

*-

- 23 .
-
-

* -

:
-24
. . . .
*-
-
-
- .
:
- 25

* -


- 1

(

(
(
2 IT

(
(

3 /

(
(

4 KM

(
.

(

(

(
5
(
(

( (

- 6

( CRM

( ERP
( SCM
( MRP
7

(
.

(

(
.
(
.
8

(

(

( 9


(
(
(

( 10 Billpoint Paypal .................


Paytrust Checkfree ................. .

(
(
(
11
(
(
(

12


(
(
(

- 13 ...................... .
(
(

(
(

- 14
.
(

(
(

15 B2B

(

(

(

- 16
(

( )( CAD

(
(

-17 ) (SA & D


:

(

(

(
-18
( /
.
(
.

(

.

(

19
(

(
(

20

(
(
(
21

(
(

(
22 IS

(

(
(
23

(
(
(

24
(
(

(

25 IT

( IT

(
( IT
-1

-2

:
-1

IT

-2

-3

IT

-4

IT :
-1

-2

-3

-4

-3

IT ..... IT

-1

-2

-3

-4

- 4 :
-1

-2

-3

-4

.
:

-5
-1

-2

-3

-4

-6 :
-1

-2

-3

-4

-7 :
-1

-2

-3

-4

-8 :
-1

-2

-3

-4

-9 :
-1

-2

-3

-4

-10
-1

-2

-3

-*

-4

-11 :
-1

-2

-3

-4

-12
-1

-2

-3

-4

-13
-1

-2

-3

-4

- -14
-1

-2

-3

-4

- 15
-1

- *

-2

-3

-4

- 16
:
-1

-2

-3

-4

-17
-1

-2

-3

-4

- 18
-1

-2

-3

-4

- 19
-1

-2

-3

-4

- 20 ..... ...
-1

-2

-3

-4

-21
-1

-2

-3

-4

-22
-1

-2

-3

-4

-23
-1

-2

-3

-4

24
-1

-2

-3

-4


-25
-1

...

-2

...

-3

* ...

-4

1
-1 * -2 -3 -4

- 2
:
-1

2 -3 *-4

-3 :
-1 *-2 -3
-4
-4 :
-1

-2
-3
*-4
-5
:
*-1 -2 -3 -4

- 6
:
-1 *-2 -3 -4

-7 :
* -1
-2
- 3

-4
- 8
:
-1 *-2 -3
-4
-9 :
-1 -2 *-3 -4

-ERP10
:
-1 -2 -3 *-4
-11 :
-1
*-3

-2
-4

-12 :
-1 -2 -3 * -4
-13

:
-1 *-2 -3 -4

-14 :
-1 -2 -3 *-4
-15 :
-1 -2 -3 *-4

-16
:
-1 -2 *-3
-4
-17 :
* - 1 - -

-2 - - -

- 3 -- - -

-4 - - -

- 18
:
-1 *-2 -3 -4
-19 :
-1 -2 -3

* -4

- 20
:

* -1 -2 -3 -4


:
:

- 1 .
:

........ 2

:
:
:

-3
.
:
:
-

-4
:
:
:

-5 4

.
:
:

- 6
.
:
:

- 7
.
:
:

- 8 .
:
:
:

- 9 .
:

-10 :
:
:
:
:
-11 :
:
:
:
:

- 12
.
:

-13 :
:

:
:
:

- 14



:

- 15
.
:
:

:
:

-16 .
:

............- 17
.
:
:

- 18
.
:
:

: :

-19 .
:
:

-20 .
:
:
:

:
- 21 .
:

- 22

.
:

- 23
.
:
:

-24 ERP CRM KM


:

:
:
: .
-25 .
:


. 1

(
(

( ..

(

. 2

(
(
(
( ..
. 3

( ..

(
. 4
(

( ...

. 5

(

(

(
( ...

. 6

(

( ...

. 7 erp
( ...
(
( (

.8 erp
(

( ...

.9 erp
( ...
( erp
(
(

. 10 scm
(
(
(
( ....
11 ecs
( ....
(
(

.12
(
(
( ..
(
13
(

( ....

.14
( b2c
( c2c
( b2b
( ....
. 15

(
(
(
( ...

. 16

(

. 17
(

( ...

:

. 18

( -
(
( -
( ...
. 19

(
( ....

( (

. 20
.............. .
(

. 21
(/ /
(

( ...

. 22

( - /
(
(
(...
. 23

(

( ) (
. 24
( ...
(
(
(
. 25
(
( ...

(
(

-1

iT


""
(
( (

-2


""
( iT
( iT
( iT
( iT
-3

""
( (
(
(
-4


.
""
( iT( mis( BPR( cafms
(5

" " .
( ( (
(
(6

"" .
( ( (
(

(7

" "
( ( ( (
(8 .........


.
" " .
( MRP( CRM( HTML( NET
SAVA (9 .......
""
( ( (
(
(10
ERP
"" .
( ( (
(
(11
"" .
( ( ( (
(12

" " .
( ERP( ( ( CRM

(13 )(EDI
IT
"" .
( ( (
(
(14
crm
" " .
( (
( (
(15
"" .
( ( ( (
(16

" " .
( B2C( C2C( B2B(
(17

" " .
( ( (
(

(18

" " .

( (
( (

( 19

" " .
( DSS(OLAP( (

(20

"" .
( ( (
(
(21

"" .
( ( (
(
(22


"" .
( ( ( (

(23
"" .

( ( (
(

( 24

" " .
(

( (
(

(25

" " .
( ( (
(

- 1

.

) (

- 2 " "

.
.

) (

-3
.

) (

- 4


.

) (

-5
.
.

.
.

) (

-6

.
.

) (

-7
.
.
.

.

) (

-8 crm
.

) (

-9 } { scm
.

.

.
.

) (

-10
.

.

.
.

) (

- 11

. -

.

.
.

) (

- 12
.
.

) (

- 13

.
.
) (

- 14 "
"

.
.

) (

" - 15 "

. -

. -

. -
. -

) (

- 16

ebay-sisco.com.
freemarket-ebay.
dell.com

pantellos.
works.com-.

) (

- 17

.

.
) (

- 18

.

.
.

.
) (

- 19

.
. -

) (

- 20

.
.
) (

" - 21 "


. / - /
/

. -

. / -
/

. -

) (

-22
.
.
.

) (

-23
.

. -
.

) (

- 24"
"
.
.

) (

-25
.
.

) (

" -26 "




. -
. -

. -
. -

) (

-1 .
-
-
-


-2
-
-
-
-

-3
:
-
-
-
-
-4 :
-
-
-
-
-5 .
-
-
-
-
-6 .
ERP-

CRM-
SCM-
PRM-
-7 ERP .
-
-
-
-
-8
-
-
-
-
-9 )(TPS ) (
-

-

-

-

((ECS)-10
.
-
-

-
-
-11
-
-
-
-
CIM-12
-
-
-
-
-13 )(HRIS

-
-
-
-
-14
.
-

--

-

-
-15
-
-
-
-
-16
B2BB2CB2E-
B2BC2CB2G-
B2BC2CB2C-
-
-17
-
-
-
-
-18
-

-
-
-
-19

-

-
-
-
-20
-
-
-
-
-21
-
-
-
-
-22
-
-
-
-
-23

-

-

-

-
-24

-
-
-3
-4
-25
-
-
-
-
-26
-
-
-
-
-27 IS
-
-
-
-
-28
-
-

-
-
-29
-
-
-
-
-30
-
-
-
-
-32

-
-
IT IT
- 1 2
-
-33 IT
-
-
-
-
-34 IT

-

-
-
-
-35
-
-
-
-


. -

:
:
:
:

-6

-8


: :
: :

: :
: :
) (
.
: IT
: IT
: IT.
: IT

.
: :
: :

:
:
:
:
IT IS
:
:

: -
: ROI

: .:

: . :

: :

: -

10

11

12

13

14

15

16

17

18

19

.:
.
: :
:
:
-

:
:
:
:



:
:
:
.:

:
:
:
:


:
:
:
:

is.
:
:
:
:

:
:
:
:

:
:
:
:
/
:
:
:
:

.
:
: .
.

20

21

22

23

24

25

:


:
:
:
:

:
:
:
:


:
:
:
:
)(NBA
MIS
:
............
:
:
:

:
:
:
:



:
:

:
:

- 1 ...............
.
(
(
(
(

- 2 ............
(
(

(
(

- 3

(
(
(
(

- 4 .......... ..........
( -
( -
( -
(
- 5 ..........

(
(
(
(

- 6 ......
(
(
(

.............. - 7

(FTP
(SMTP
(TELNET
(TCP

- 8

(
(
(
(

- 9

( /
(
(
(

- 10 ..........
(
(
(
(

- 11 ........... .............

( /
( /
( /
( /

-12

(
(
(
(

- 13 ..........
.

(
(
(
(

-14

(
(
(
(

- 15

(
(
(
(
- 16 )
(
(
(
(

- 17

(
(
(
(
- 18

(
(
(
(
- 19 ............
(
(
(
(

-20

(
(
(
(

- 21 ...

(
(
(
(
- 22

(
(
(
(
- 23

(
(
(
(
- 24

(
(
(
(
- 25

(
(
(
(

- 1

(

(
(
-2
(
(
(
(

- 3
.
(
(

( (

- 4

(

-5
( .
(

( .
(
.
-6 ) ( ERP
(
(
(
(
-7
(
(
(
(
-8
(

(
(
(
- 9


(
(
(
(
-10
(

-11
(
(

(
(

....... - 12
(

( (

-13
:
(
(
(
(
- 14 ................

- 15

( -
(

16

(

(
(

(
-17 .

( .
(

.
(
.
(
.
18

(
(

-19
(
(
(
(

-20
( .
(
( .
( .
-21
(

-22

(
(

( (

-23
(

-24 )(IT
(
(

(
(

-25

(
(

(
(

:2
-1
(
(
(
(
-2
(
(
(
(
-3 . .
(
(
(
(

-4
(
(
(
(

:7
-5

(
(
(
(
-6 ..
(
(
(
(
-7
(
(
(
(
-8 ..
(

(
(
(
-9
(
(
(
( . .
8
-10
(
(
(
(
-11
(
(
(
(

-12
(
(
(
(
-13
(
(
(
(
9
-14
(
(
(
(
-15
(
(

(
(
-16 .

(
(
(
(
-17
(
(
(
(
-18
(
(
(
(
10

-19 ) . . ..(
(
(
(
(
-20
(
(
(
(
-21
(/ ///
( / ///
(// //
( ////
-22
(
(
(

(
11
-23
(
(
(
(
-24
(
(
(
(
-25

(
(
(
(
-26

(
(
(
(
12
-27 .
(
(
(
(
-28
...

(
(
(
(
-29
( ..
(

(
(
-30 .
(
(
(
(

-

-1
-
.
-
.
-
.
- .
-2

-
-
-
-
-3
- -


-
-4

-
-

-
-

-5


-

-
-

-6
-
-

-7
...............
.

3-
5-

6-

4-

-8
.
-
.
-
.
-
-9 IT

.
-
-

-)(

CRM-10 ......................... .
-

-

-
-

-11 ) (

-

-

-
-

-12 ........................
.
- -

-13 ) CRM
(
-

sible systems -
oracle

SAPAG -

-14

- --
--
-

-
-

-15

- )(CRM
)( ERP
CRM - ERP

-16
) ( ERP

- -%43 -%15 -%12 -%15


%15
- -%30 -%27 -%12 -%15
%15
- -%43 -%27 -%15
%15
-
-17 ) (ERP

- IT
ERP .
- IT
ERP
-
ERP .
- .

-18
CRM-
EDI-

ERP-

SCM-

ERP-19 .......................... .
-

-

-
-

-20


-

-
-

-21
-

-22

- - -
- - -

-
-

-23 ............ .
-

-24 )(SDLC

-
-
-

-
-25 ) (SDLC

-
-
-
- -

-1

KMS

-2
:
:
:

:
.

......

...... .....

-3
: ,
IT ,

:
,

-4
:


CRM

-5
:
:
:

ERP

-6

SCM

-7
: .
: .
:
.
:
.
SCM

-8
: ,

: ,

: ,
.
: ,


-9 TPS
:
.

:

:
:
.

-10
:

:

:

............ -11
:

-12

-13
B2C :

B2B :

C2C :

C2B :

.................

-14
:
:
:
:

-15

:
:
:
:

,
-16
:
:
:
:


-17


:
:

-18

:
:

-19

-20

: ) (.

:
.

:
(.

:
(.

"

-21

".

-22

()

) :

()

()

):

()

( IT
(

()

):
(

()

):

( IT

()

............ -23

-24

-25

.IT21

-26

-1

(1

(2
(4

(3

............... -2
.
(1

(2

(3

(4

-3
(1

(3

(2
(4 2 3

-4 ..............
.
CRM(1

2)ERP

MPR (3

4) SCM

-5

(1
(3

(2
(4

-6 ) ............. (ECS .
(1

(2

(3

(4

-7
(1
(3

(2
(4

-8

B2C(1

2)B2B

C2C(3

4)B2G

..............-9
.
(1

(2

(3

(4

-10 .........
......... .
(1 -

(2 -

(3

(4

-11
(1
(3

(2
(4

-12 " 100


"
(1

(2

(3

(4

-13

(1
(3

(2
(4

............. -14

.
(1

(2

(3

(4

............... -15
.
(1

(2

(3

(4

........... -16
.
(1

(2

(3

(4

...............-17
.
(1
(3

(2
(4

-18 ..............

.

(1

(2

(3

(4

.......... -19
.
(1

(2

(3

(4

............... -20
.
(1

(2

-3

(4

-21 ............
.
(1

(3

(2
(4

-22
............ .
(1

(2

(3

(4

-23 ...........
.
(1

(2

(3

(4

-24 ........
.
(1

(2

(3

(4

-25 .............
.
(1
(3

(2
(4

:
-1
-

--
-
-*
2 -*
-
-
-
3 -
-
-
-*
4- CRM
- IT
- *BPP
-
5-
---
- *
-

-6 KMS
-
-
-
-*
7-
- IT
-
-*

8CROSS--
SELLING

US-SELLING-
CROOS--
SELLING
*
-
9 -*
-

-
-
- 10 -

-
- * ERP
- ERP
11 -
-
-
-*
12--- -
--- -*
-- -
----
13
-
-
-

-*
14-
-*
-
-

15
-*
-
-
-
16:}-

-
{.
-
-
-
-*
17-

-
-*
-
18 -*
-
-
-
-19
-
-
-
-*
20-
-
-*
-
21-
-*
-
-

-22
-
-
-
-*
-23
--
-
-
-*
-24
- IT
- IT
- IT
-*
-25
-
-*
-
-



:
( *
( .
(
(.
-
( .
( *
( .
( .
-
( .
( .
( *
(
- ) (

(
.
( .

(

*
(


.
-
( .
( .
(*
(.
-
( .
( .
(
*
( .
-
( .
( .
( .
( *

-
( .
( .
( .
(

*
-
( .
( .
( .
(
*
-
(.
( .
( .
( *
-
( .
( .
( .

( *
-
( .
( .
( .
( *
-
...................... .
( *
( .
( .
( .
-
( .
( .
(
*
( .
-
( .
( .
( .

( *
-
(
*
( .
(
.
( .
...............................-

.
( *
( .
( .
( .
-

( .
( .
( *
( .
-

( .
( .
( *
( .
-

( .
( .
( *
( .

( *
( .
( .
( .
-
.
(
.
(
.
(
*

(
.

)(
( .
( *
( .
( .

( .
( *
( .
( .

( .
( .
( .
( *

2201922023

1
:
-

- 2
.
-

-3

- 4 CRM .






5 SCM





6
EDI
MRP

ERP

CRM

-7

( (
(

- 8

(
(

- 9 .............. .
(
(

-10 .....
(

(

(

- 11

(
(

( (

-12
............ .
( -
-

(
-

- 13

(
(

- 15 .....................
.
(
(

-16
.
( ( - (
(
- 17 ........
(
(

- 18
.
(

- 19
..... .
(

( (
(
-20

(
(
(

(

- 21
.
(
(

-22
(

(

(
(

- 23
.

(
(

- 24
.
( (
(

-25 .
(
(
(

(
-26 .
(
(
(

(

- 27
.
(
(


-1
(
.
(
.
( * .
( .
-2

(
( *
(
(
-3
( *
(
(
(
-4
(

( 2
(
(
*

-5 ) (ERP

( * (
(
(

-6 ) (CRM
(
( (
( *
-7

(
( selling( up selling
( * cross selling

-8 cross up

( *

(
(
-9 ) (ERP
(
(
(
( *

-10 ) (EDI IT

(
( *

( (
-11
(
(
(
* (
-12
( *
(
(
(

-13

( B2B
( B2C( *C2C( B2G
-14

( *
(
(
(
-15
B2C
(
( *
(
(

-16

(
(

(
(
*
-17

( *

(
(
-18

(
(
*
(
(

-19

(
(
(
(
*
-20
(
(
( *
(
-21
( *
( ( (
-22

(
(
( *
(
-23

( (
(
( *
-24 DSS ) (
(
( -
( *
(

-25

( (
( *
(
-26

(
( *
(
(

-27

( ( (
( *
-28

(
(
( *
(

-29

(
(
(
(
*
-30
( *
( ( (
-31
(
(
(
( *
-32
(
(
(
(
*

-33

( * (
(
(
-34
(
(
*
( (

-35
( (
( *(

: 1

:
: *
:
:

: 2

:
:
:
: *

: 3
:
:
: *
:

: 4

: *
:

:
:

: 5
SCM :
CRM :
ERP :
* MRP :

: 6 CRM
: *
:
:
:

: 7
: ERP
:
: ERP
: *

: 8
-----------.
SCM:
TPS :
*EDI :
EAI :

: 9

B2C :
B2B :
*C2C :
B2G :

: 10 -----------

.
: *
:
:
:

: 11 ) ( SSL
: .

:
*.
: .
: .

: 12
:
:
: *
:

------------- : 13
.
: * DSS
:
: EIS
: DVS

------------ : 14 .
:
: *
: -
:

: 15
CSF :
ESS :
EIP :
* EIS :

: 16 ) ( AI
:
:
:
: *

: 17
: *
:
:
:

: 18 -------- .
:
: *

:
:

: 19
: -
:
: -
: *

: 20


:
:
:
: *

: 21
--------.
:
: *
:
:

: 22 .
:
:
: *
:

: 23

:
:
: ) (
: *

: 24

:
:
: *
:

: 25

: .
: .
:
.
: *

-1
52 53
:
:
:
:
-2 53
:

:

:

-3 IT

55 2-2
:

:
:

" -4 "
65 2-12
:
:
:

-5 66
:
:

:
:
67
-6
:
:
:
:
-7 234
:
:
:

:

SCM- CRM - ERM -8 ) (
235
: - -
: - -

: - -

: - -
MRP-9 236
:
:
:
:
-10
240

:
:

:
:

-11 CRM
241
%72:
%50

%20:
%25:

:12 242
ERP :

CRM :

ERM :

SCM :
-13 ERP
244 7-7
:

:
:

-14 IT
246
:

SCM
TPS :

EDI :

EAI

-15
251
:
:

-16 251
TPS :

BP :

PCS :

POS :
-17
252

OLTP :
TP :

TPC :

RTS :

-18 252
6 :

4 :

7:
5 :

-19
259
2 :

4:

3 :
5 :

CIM -20 261


:
:

:
:
HRM -21 263

:

:
:

-22 275
B2C :

B2B :

C2B :

B2G :
-23
276
B2B:

B2C:

C2C:

C2B :
-24 ......... ..........
. 276
B2B- B2C :
B2B -B2G :

C2B- B2C:

B2C- B2B:

:25 318
: " "
: " "
" "
:
:" "

-26
320
EBS :

EIS :

DSS :

MIS :
-27 332
:

:

:
:

.1 .
.3
.1
.4
.2
.2

.1
.2
.3 1 2
.4
................... .3

.
.3
.1
.4
.2

.4
.1
.
. 2
.
.3 .
.4

".5
"

.3
.1
. 4
.2
ERP .6
(
.
(

.
(

.
(
.
.7 CRM
(
(

(
(
.8
.1

.2

.3

.4
.9

.3
.1

.4
.2

. 10

.3 1 2
.1
.4
.2
.11 ) (MES

.1
.2

.3
.4
.12
.3 1 2
.1
.4
.2
.13
.1
.2
.3
.4
.14

.3
.1

.4
.2

. 15

.3
.1

.4
.2

.16


.3
.1

.2 .4

.17

....................... .
1.MIS 2. DSS
3.OLAP
4.EIS
.18
.
.
.
.
.3
.1
.4
.2

................... .19

.
.3
.1
.4
.2

.20


.3
.1

.2

.4

.21
.1
.2
.3
.4
.22


.3
.1
.4
.2
.23

.3
.2
.1
.4
.24

. 1

.2
.3

.4
.25
.3
.1
.4
.2

1
(
.
(
.
(
.
( .

(
(

(
(

3


(
(
(

4
............................... .
(
(
(
(
5 " "
(
.
(

(
.
(

6 ) CRM (Management Relationship Custom


(
.
( CRM IT .
(
.
( .

7


( CRM
(
( KM
( SCM

8
(
(
(
(

9 IT
(
(
(
(
10
(

(

(

(

11

(
(
(
(

12


(
(
(
(

13
(

(
(
(

14
:
(
(
(
(
15

(

(

(

( .

16

(
(

(
(

17 ) (AI


(
(
(
(

18 ) (SDLC
(
(
(
(

19
( .
( .
( .
( .

20
(
(
(
( .

21

(
(
(
(

22 "
".

(
(
(
(

23

(
(
(
(

24 " "
(
(
(
( .

25 IT

(
( IT
( IT
(

26 :
(

(

( .

-1

-
-
-
-

-2
)
(

-
IT

-3
//
//
//
//

5

"
.
"
-

- -

-6
-
-
-
-

- 7

-
-
-
-

-8 ...................
-
-
-
-

-9
-
-
-
-

- 10
SSL-
DSS -
SCM-
-

-11
-
-
-
-

-12
-
-
-
-

....................- 13

.
-
-
-
-

-14
-
-
-
-

-15
-

- /

- /
-/
-/

- 16
.............. .
-
-
-
-

- 17

-
-
-
-

............... - 18

.
-
-
-
-

-19

/ /
-//
- / /
- / /
-//

-20 // /
/

-
SSL-
DSS -
SCM-

-21
- - -
- - -
-
-

..................... - 22

.

- B2C
- B2B
-
-

-23
-//
-/ /
- / /
- / /

-24
-
-
-
-

-25
-
-
-
-

-1
:
:

-2

.......
:
:

................... -3
.
:
:
:

-4
:

:

:
:

-5
:
:
:

:
-6

:

:
-7 ERP
..............
:
:
:

:
-8 ) ( TPS
:

:
.
:

:
.
-9

:
:

:
:
-10 ) ESE (
:
:
:
:
-11 ..............

.
:
:

-12



:

-13

:
:

-14

-15 :
:
:

-16 "
"
:

-17



:
:

-18

:
:

-19

:
:

-20
:
:

-21

:
:

-22



:
:

-23 CRM .
:
:

- 24
.
:
:
:

-25
:

:
:
:

. .

-1




( (
(
(

-2





( (
(

-3



(
(

-4

CRM

(
-6

(
(

-5

( ( (




( (
(

-7




(
(
(

-8
-9

-10

-11


( MIS
( CIM
( EAI
( TPS



( (
(
(


( (
(
(

( (
(

-12



( (
( (

-13


...

(
(
(
-14



(
( (
(

-15

(
(
(

-16

( (

-17




(
( (
(

-18



(
(
( (

-19




( (
( (

-20




( (
(

-21

( (
(

-22




(
( (
(

-23



( (
(
( DSS

-24



( (
(
(

-25


( CRM
( SCM
( MRP
ERP

-1


:
:
:

-2

: :

) (IT
.

: IT

: IT

: IT

-3

-4

:
.......
....... .......
.
:
:
:
:
BPR
: :
:

-5

-6

KMS
:

:

:

:


: :
:
:

-7

...... ..... ......


.
:
: ,
IT ,

:
: ,
-8

CRM

:
:
:

-9


:
:

-10

-11

MRP

:
:
:
:

:
:
:
:
-12

CRM


:

-13

:
:

CRM

:
:

-14


: CRM
ERP :

-15

MRP :

KM :

ERP
:
:
:
:

-16

ERP
:
:
:
:

-17

-18

, ERP
:

:
:
:
SCM
:
:
:

-19

SCM
: ,

: ,

: ,

: ,

-20

-21

:
:
:
:
TPS

-22

:

:

:

:
,
:

:
:

-23

,
.

-24

:
:
:

ECS

-25

: ,
:

:

:

,

-26

-27

:

:
:

,

: , ,

: ,

: ,

: ,

............
.

:

-28

,
:

-29

:
:

-30

: ,

:
:
:
MAC MES

-31

:
:
:
:
HRM

-32

:
:

:

,

MAC :

-33

HRM :

MES :
MRP :


:

-34

:
:
:


-35

:
:
:

-36

:

:

-37

: B2C
C2C
:
: B2B

B2B :

C2C :

-38

B2C :
B2G

-39

: :
:

:
:
:

-40

C2B :
:

-41

:
:
:

: : :
:

-42

,

C2C :

-43

C2B :
B2C :
B2B :
.................

-44

:
:
:
:

-45

: , ,
:
:
:

:

-46

-47

-48

:
:
:


,
:
:
:
:

,
:
:
:
:

,
:
:

-49

:
:
,

-50

:
:
:
:
,

-51

-52

:
:
:
:


................... .
: :
:
:


:

-53

:

:
:


.
:
:
:
:

. 1
.

. 2
.
.
.
.
.3
.
.

.4 ) (MRP
.
.
.
.
.
. 5

CRM .
SCM .

ERP .

MRP .

. 6
.
.

.7 BACK-OFFICE FRONT-
OFFICE
ERP . .
EAI .

TPS .

SCM .

. 8

.
.

. 9

.

. 10

.

.

.
.

. 11
.
.
.

.12
.
.

.
.
.
.
. .
.13

.
.

. 14

.

. 15

.

.
.

. 16

.
.
.

. 17

.

.18
.

. 19
.

. 20

.

.
.

. 21

.

. 22

DSL
.
. RSA

. PGP
.

. 23

.
.

.
.

. 24
.

.25

.

.

.
.

- 1
.............. .
-

- 2 ,

-
-
-
-
- 3 ,
, ,
,

-4 IT

-

- 5

-

- 6

- 7

- 8 , ,

-

- 9

- , ,
,

-,

-, ,
,,

-10
-

- 11

-

- 12

- 13

- 14
-

-
-

-15
-

-16 :
-

)-17
(
-
-

-18 :
-

-19

-
-
-
-
- 20 .............
.
-

-21
-

-22 :
- , ,,,

- , ,,,
- , ,,,
- , ,,,
-23
-

-24
-

- 25

-
-

it

) (

) (

) (

) (it

) crm (

)(h p s

it


10
:
100

11

12

13


14
)) /
/ ((


15


16
.

4
17

18

/ / /
/

/ /
/

/ /
/

/ /

19

) (

20

) /(
21

22

24

25

IS :

26

100
27


28

) /
29
/ (

30

3)

4) (

3 ) (

3) (


1392
-1) (SIS
:
:
: )) ((
:
-2 ))

((

:
:
:
: ))
((
-3 ..............

.

CRM:ERP :

-4

MRP :

))

SCM :
((
(SCM )...............

.
: :
:
: )) ((

) -5 () -
() -
(
:
ERP-CRP-MRP : )) ERP-CRM-MRP : ((
CRP-MRP-ERP :MRP-CRM-ERP :
-6 ) (CRM
:
: - -
-
: - -
- ))((
: - -
- -
: - - -
-
...................... -7

.
:
: )) ((
-8

:
:

) (MRP) -(CRM) (ERP


: - -
)) ((
:

-9


:
: ) - (
))((
: ) - - - (
: ) - - - (
: ) - - - (

-10
:
: :))((
: :
-11

)) -

((
................................ :
: - : -
:
: ))((

-12

: ...................

)) ((
: : : :

-13

) (ERP
:
: - - -

: - -
: - -
))((
: - -

-14

(EAI).............................

.
: ))(( :
:
:

-15

(TPS )..........................
.
: :
:
: ))((

-16


:
: - -
-
: -

: - --
))((
: - - -
-

-17

(MES) .........................


:
:
:
: ))((

-18

(EFT)......................


.

: ))(( :

: :

-1
:
-
-
-
**-
-2 :
-
-
** -
-
-3
-

**-
.
-
-
-4


**CRM-
ERP-
KMS-
DSS-
-5 ERP
-
-
- ERP
**-
- 6

**-
-
-
-
- 7

MRS-
**MIS-
TPS-
DSS-
- 8
:
- HRM
**SSE-
HRIS-
-
-9 :
-
-
**-
-
-10 :

**-
-
-
-11 :
-
** -

-
-
-12 :
-
-
-
** -
- 13 :
-
-
** -
-
-14 :
**---
- -
-- -
- -
- 15

:
-
-
**-

-
-16
**-
-
-
-
- 17

-
-
-
**-
-18 :
-
**- -
- -
- -
- 19
:
-
**-
-
-

-20 :
** -
-
-
-
-21 :
-
-
- IT

**-
-22
- --
**---
---
-- -
- 23

-
-
** -
-
-24 :

**-
-
-
-
- 25 )
( .

-
-
**-
-
-1


................ .
-
-
-

-2

.
%5
%85
- %50
%100
- %15
%95
- %55
%55
..............ERP .

-3

-
-4

-
-
SCM .
-
-

-5

-6

-7
-8

-9

-10

EDI .
-

-
-
CRM :
-

-
-
-
-
TPS .
-

-
-
:

-
-

-

-
:
.
MAC -
MES
CAE -
HRM -
:
C2C-B2G-B2C -
B2C- C2C- B2B
-
B2G-B2C-B2B -

-11

-12

-13

-14

-15
-16
-17
-18
-19

:EFT
-

-

-

-

:
-


- -

.
-

-
-
- :
-

-
-
MBA ..........
-

-
-
AI .
-

-
-
.
-

-
-
.
-

-
-

.
-

-
-

-20

-21

-22

-23

.............
.
-

-
-
:

-
-
-
......


-
-
-
.

-
-
-

-24

-25

-1

SDLC ........
.
-

-
-
) ( .
-
-
-
-

) (Virtual Company
....................
.
.
.
.

-2

.
.
.
. .
.
. 1

-3

"

" :

.
.
.
.

-4

. .
. .
.

.
.
.

-5

ERP CRM:

. ERP
CRM
. ERP
CRM
. ERP CRM
. ERP CRM

-6

ERP . KM
CRM . ERP
MRP . CRM ERP
MRP . CRM ERP KM SCM

-7


..
. MRP
. KM
. CRM
. SCM

-8

. IT
ERP
. ERP
.
.

-9

-10


.
. B2C
. C2C
. B2B
. B2G

.
.
.
.
.

-11

SET
. " "
Netscape
.

.
.
.
.

-12


.
.
.
.
. .

-13

:
.:
.
.
. .
.
.
.
.

-14

"
"
.
.
.
.

-15



.
. ...
.
.
.

-16

Microsoft Office
.
.
.
.
.

-17


.
.
.
.

. .

-18


...................

.
.
.
.
-19


.
.
.
.

-20

" "

.
.
.
.

-21


.
.
.
.
.

-22

:
. ) (
.

.

.

-23

.
.
.
.
.

-24


.



.
.
.
.
.

-25

.
. .
. .
.
.
.
.
:

) (.........
) (.........
)(....... .
.
.
.
.

-26

10

10
10

19

11

20

12

21

13

22

14

23

15

24

16

25

17

26

18



1392

2201922052
- 1
)(
(
(

(
-2 )(
( - -

( -

(
- -

-3 )(
(

(

(

(
-4 )(
(

( (

- 5 )...........(
( - -
(
( -
(
- 6 ........................... )(
(
(
(
(
-7 )(
(
( - -
(

(

-8 )(
( -

(

(

(

-9 )(
(
(

(

(

- 10

........ )(
(

(
(

- 11 .........
.......... .............
)(

(
(
( -
(
)(-DSS12
(
(

(

(
- 13 ................... )(
(
(
(
(
- 14
)(
( -

( - -

( -

-15 )......(
(
(

(
(
-16 )(
(
(
( -
( -
-17 )(
(
(

(

(
- 18................

)(
(
(
(
(
- 19
............)(
(

(
(
(
-20 )(
(
( -
-
(

(
- 21 ) .......

( )(
(
(
(
(
-22 )(
(

(

(

)( -IT23
( -
(
(

( -
-24 )(
-
-

(
IT(
(
(
)() -25(TDF
(

(

(

(

-1

-
-
-


-2

CRM
.
-
-
-
-

-3



. .
-


-
-
-4

:
- - - -

- --
-

-5

:
) - (ERP :
SCM :
CRM :

-
-

EC :
EB :
- SCM:
CRM :
ERP :
EC :
EB :
- ERP :
CRM :
- EB :
CRM :
-6


........ .
- management.Cutomer Relatinship
.Supply Chain management
-Enterprise Resourse management

Legacy setesms

-7

........ .
-
-
-


-8


.......
-

-
-

-9


..... .
-


-10


.....
:
-

-11

....

.
-

- IT

-12

-
-

-

-
.
-
-13



......
- ) (EAT
)(SCM
- )(ERP

-
-

)(CRM
-14

:
-

-
-
-

-15

:
-
-

-

-16

:
-
-
-
-

-17

.

.
-
-
-
-

-18

Telnet
- .
- Telnet
.
- .
-

-19

) RSA ( )PGP (:
-
-
-
-

-20


-
-

-

-21


........
...... .
- )(SDL
)(RAD
- )(ASD

-
-

-22


-
- /
.
-

-

-23

:
-
-
-
.

- ) (
.
-24

-
-


-
-
- 2 5

-

-
--
-
1 ,



( (
(
(
:
-2

.
( (
(
(
:
3 :
( (
( , (
:
-4 :
( ( ( (
:
- 5
( ( (
(

:
-6 :
( (
( (
:
(
- 7 :
( (
(

(
-8 :
(

( (
:
-9
:
( ( (

:
- 10
:
( ( ( (
:
- 11 ,

( ( ( (

:
-12 , ,

( ( ( (
:
-13
:
( ( ( (

:
-14 :
( (
( (
:
- 15 :
( (
( (
:
- 16 ,
:
( (
(
:

- 17 :

(
(

(
(

:
-18 (
( ( ( ,
, ,
:
-19
, ,
( /
(
(

:
- 20 ,
:
(
(
(

:
(
- 21 :
( , ,

( (
:

- 22
:
( ( ( (
:
- 23
.
(
(
(

:
(
- 24 ) ( :
(
(
(
:
- 25
.

(
(
(

:
-1
-
- *
-
-
-2
-

-
- *
-
-3
- *
-
-
-

- 4
:
-
-
-
- *
- 5 ...

-
- *
-
-
-6
............. .

-
-
- *
-

- 7
:
MIS-
EAI-
DSS-
*CAM-
-8 .
-
- *
-
-
-9 :
- *
-
-
-

- 10 :
-
-
- *
-
-11 ......... .
-
-
-
- *
-12 .
- *
-
-
-

-13 :
-
- *
-
-

-14
-
-
- *
-
-15
-
- *
-
-

- 16
.
- *
-
-
-
-17 .
- *
-
-

-
-18
-
- *
-
-

-19 .
-
- *
-
-
- 20 ......
.
- *
-
-
-
GIS -21 GPS ......-..... .
- -
- *

- -
-

-22 EIS :
GIS-DSS -
GPS-DSS-
*MIS-DSS-
GIS-GPS-
- 23
.
-
-
- *
-
- 24

- *
-
-
-

-25

-
- *
-
-

26

18

10

2
27

19

11

3
28

20

12

4
29

21

13

5
30

22

14

6
31

23

15

7
32

24

16

8
-1
(

(

(
(

-2

(

-3

-4
(
) (

(
) (

-5
(
(
(

(
-6
(
(

(
(

-7
(

(
(

-8
(

-9

-10

(
(
(

(
-11

(

-12

(
(

(
(

-13
:
(
(

(
(

-14 ) ( DSS
(

(
.
(
(
-15
(

(
(

-16
(

(

(
(

-17
(
(

(
(

-18
(
(

(
(

-19
(

-20

(

(

(
(

-21
(

-22
(
(
(

(

-23
(
(

(
(

-24

( it

( it
it

-25
(

- 1

-
-
-2

-
-

-
-3
-

-
-
-4 ) )CRM

-
-
-
-5
-

-
-

- 6
-
-
-

-7
C2C -
B2B -

B2C-

C2B -
-8 . )) CSF

5 - .

7 - .

6 - .

6 - .
-9

-
-
-
- 10

-
-

- 11

-
-
-

-
-12

-
-
-
-
-13

# #
-
-
-
-
-14
...... .
-
-
-
-

-15
-
-
-
-
-16
#

#
-
-
-
-
-17
-

-
-
-
-18
#

#
-
-
-
-

-19 .
-
-
-
-
- 20


-
-
-
-
- 21

....#

#
-
-
-
-
-22
-

-

-

-23

.
4 - .
3 - .
5 - .
4 - .
-24 IT IS

#
IT IS

#
-
-
-
-
-25 IT
#
#
-
-
-
=

.1
(
(
(
(

.2 :

( /

(
(
(
.3 :

(
(
(

(
.4
(
(
(

(

5 .5
.

(

( -
-
( - -
-
( -
-
.6 ) ERP
(
(
(
(
(

. 7

(
(
(
(

.................. . 8
.
(
(
(

(
.9
(
(
(
(

.10
(

(
(
(
. 11

(
(

(
(

.12
.

(
( -
( /
(
.13 .
( /
(

(
(
.14 ) ERP
(
( ERP

(
IT ERP
(

(

. 15
:
(
(

(
(

. 16
(
(
(

(
................... . 17 :



(
(
(

(
. 18


(
(

(
( ) (
. 19

(

(
(

(
. 20

(
(
(
(

. 21 IT

(
(

(
(
.22

(
(
(
(
.23
(
(

(
(

.24
(
(
(
(

.25 : IT
(
IT
(

(
IT IS

(


93-92 .

2
.1
51
(1
(2

(3
(4

.2 52
(1
(2
(3
(4

.3 ........... .
56
(1
(2
(3
(4

.4
65
(1.
(2.
(3.
(4

.5 66
(1
(2

(3
(4

.6
234
(1
(2
(3
(4

.7 CRM 237
(1
(2
(3
(4
.8
265
(1
(2
(3
(4

.9 275
C2B(1
G2B(2
B2G(3
C2G(4

.10
277
(1
(2
(3
(4

.11 294
(1
(2
(3
(4

9
.12
304
(1
(2
(3
(4
.13
311
(1
(2
(3
(4

.14 328
(1
(2
(3
(4
10
.15
.....
.... . 348
(1 -

(2 -
(3 -
(4 -
.16

359
(1
(2
(3
(4

.17 381
(1
(2
(3 ) (
(4
11
.18
396
(1
(2
(3
(4
.19
401

(1
(2
( 3
(4
.20 .... .....
406
(1
(2
(3
(4
12
.21
434
(1 IT-
(2 IT-
(3 IT IT
(4

.22 IT
435
(1
(2
(3
(4

.23 IT
447
(1
(2
(3
(4

.24 IT
450
(1
(2
(3
(4
.25
ISI 451
(1
(2
(3
(4

-1

:
:
:
:
-2
:
.
:
.
:
.
:
.
-3
:
:
:
:
-4

CDT.VDT :
CAT.CRT :
AGTP.CBT :
PGP.RSA :
:5
:
:
:
:
-6


:

:

: IT

:

-7

:

:

: )
(
:

-8 IT
:
.
:
IT
:

: IT
IT
-9

:

:

:

:

-10

:
.
:

:
:
-11


:


:


:


:



-12
:

:

:
:


-13

:
:

:
:

:
-14
:
:
:

:

-15

: IT
: IT
: IT
: IT


-16

:
:
:
:
CRM
-17
: .
:

.
:
.
:
.
- 18

scm :
EDI :
TPS :
ERP :
-19
:
:
:
:
HRM -20

:
:

-21

-22

-23

-24

-25

:
:
EBAy
:

:
:
:

: //
: / / B2G
: / /IDE
B2G
:
.


:
:
:
:


: MS MAR KET
:
: SSL
:
:
:
.
:
:

MIS :
.

.1

.2

.3

(
(

...........
.
) CRM
)
MRP
.

) ERP

.6

.5

.4

) SCM

ERP

(

(
(

.7

...........
.
) MRP

) SCM
) ERP

.8

) CRM


ERP
MRP
) EAI
) TPS
) ECS

.9

) SCM


) ERP

) ECS
) EAI

.10

) SCM

((CAE(
)
)(CAD
) (MRP(

.11

B2B B2C C2C


(
(

.12

(
(

((profiling

(

.13

) (CIM(

(
(

.14

(

(

.15 ((DSS

(

(
.

(

.16


(

(

.17

.18

MIS DSS
( / /

( / /

( / /

( / /



(
(

.19

(
(


(
(

(
(

.20

DSS

) OLAP
) CRM

) ERP

.21

) 4
(
.
(

.22

.24

( ) (

IT(

.25

.23

) DVS , GIS



(
(

.26

(
(

.27

IT IT/
............
(

.28

( ( (

...........
.
( ( (

- 1
.
:
:
-4

-3

-2 .
:

- 3
.
:
:

- 4
.

: :

:
:

-5 .
:
:

-6 .
(
:
:

:
- 7 .
:

- 8

.
:

CRM:

- 9
.
:
:

-10 CRM ERP KM


:
:
:
: .
- 11
CRM

:
:

-12 .
:

- 13
.
CRM :

KM :

SCM :

CRP:

-14
:
:

-15......... ERP
.
:

- 16

.
MES:

HRIS:

HRM:

CRM :

-17 ECS
:
:
:
:

-18 .

:
:

-19 ......
:
:
:
:
-20
....... .
:
:

-21 .
:

:

:
- 22
.
:

-23 .
: -
-

:
:- - -
: - - -
- 24

:

-25 IT .
:

:
:
:

-1
(

(
( ,

-2
(

(
(

(
-3

(

(

-4
(

-5


(

-ERP6
( )
(
(

(
(
-7
)
(ECS
(
(
(
(
-8


(
(
( - -
(

-9 ) ( CIM
(
(
(
(

-10

(
(

(
(

-11
) ( www
Monster.com (
(
Jobweb.org(

Hotjobs.com(

-12

(

( (

-13 6

( (
(

-14

(
(

-15
(
(

(



(

-16
(
(
(
(

-17


B2C(

B2B(

C2C(

B2G(

-18

(
(
(

-19

(

(

(
(

-20

( (
(

-21 5 ) ( SDLC

(
(
(
(
-22

(

-23 ) (

(
-24

(

(

(
(

-25

(

(

(
(

-26

( ( (
(
-27

(

(
-28 IT

(
(
(
(
-29 IT
IS

(

-30 IT

(
(

-1 ................ ..........
(
( -
(
(

-2
(

(
(
(

-3 CRM
(
(
(
(

-4
(
(
(
(

-5
(

(

( :
.

(
.

-6
( )(B2C
( B2G) )
( )(B2B
( )(C2C

-7
( .
( .
(
.
(
.

-8 ) (EIS
(
.
(
.
( .
(
.

-9
(
.
(
.
(
(

-10
(
(
(
(

-11
(
(
(
(

-12
( -

( -
( -
(

-13
( -
(
( -
( -

-14
(
(
( .
( .

-15
( -
( -
(
( -

-16

(
( -
(
(

-17
( .
( .
(
( .

-18
( -
(
( -
( -

-19
(
(
(
(

-20
(
(
(
(

-21
(
.
(
(

(

-22
(
( .

(
(

-23
(

(
(
(

-24
(
(
(
(

-25
(
(
(
(

-1

(
(
(
(
:
-2
(
(

-3
................
.
(
(
(
(
:
-4
(
(
(
(
:
-5
ERP
( ERP

(
IT
:
-6

(
(
(
(
:
-7
(
(

(
(
:

-8
(
(
(
(
:
-9

(
(
(
(
:
-10

(
(
(
(
:
-11

(
(
(
(
:
-12
(
(
(
(
:
-13

(
(
(
(
:
-14

(
(
(
(
:

-15
(
(
(
(
:
-16

(
(
(
(
:
-17
(
(


(

( ISP

:
-18 ...........

.
(
(
(
p2p

:
-19
(
(
(
(
:
-20 IT

(
(
(
(
:

-21 IT
(
(
(
(
:
-22 IT
(

(
(
(
:
-23

(
(
(
(
:
-24 EFT
(
(

:
-25
(
(
(
(
:


................ - 1


(
(
(
(
-2



..................
(
(
(

(
3

:
(
(
(
(
- 4
:
(
(
(
(
- 5 :
( Data base
(
(
(
6

....................
(
(

(
(
7

(
(
(
(
8
:
(
(
(
(
9

:
(
(
(
(
10 ...........
:
(

(
(
(
11

.
(
(
(
(
- 12 :
(
(
(
(
13 :
(
( CRM
( K M
(
( 14
:
(BRP
( ERP

( MIS
(CRM
15 ) (
:
(
( )(ERP
(
(
16
:
(
(
(
(
17
:
(
(

(
(
18

(


(
(
(
19

:
( ) (
(
(
(
20
:
(
(
(
(
21 :
(
(
(
(
22
:
(

(
(
(
23 ................
.
(EIS
(
(
(
24 .
( IT
(RM
(VR
(ES
-25
(

( :

(

-1 :

-2
..... .

-3
....

-4
:
(

-5

EDI-6 .....

-7 SCM

-8 )(MES .....
.....

(
( -

-9 :

-10 B2CB2BC2C :

-11 ......

( offline

-12 ..

. ... ...
.

( DSS GISDVS

( GPS DVS GIS

(GIS DVS -DSS

( GPS GIS - DVS

-13 :

-14 :

-15

"
".

-16 )SDLS (
:

-17 :

( " "

" "

( " "

" "

( "
"

" "

(" "

"
"

(18 "

".

-19

-20

-21 :

-22 :

TDF-23 :

(
(
(24

........-25 IT
.

( IT

( IT

( IT

( IT

=1

=6
=2

=11

=16

=21

=7

=12

=17

=22

=3

=8

=4

=9

=5

=10

=13

=14

=15

=18

=19

=20

=23

=24

=25

1


.
(
-

(
-

(
-

(
-

-2
.

(
(
(
(
CRM -3
:
(

(

(

(

-4 .
(- -
( -
( --
(--

ERP-5
(
(
(
( CRM
-6 :
(
(
(

(

-7

( DSS
MIS

(TPS

( GDSS

-8

(DSS

( MIS

( TPS

( ESS

EFT -9
(

(
(

-10

(
(
(

B2B-11
(
( FACE2FACE
(
(
-12
(
(
(
(

- 13
(MIS

( DSS

( TPS

( GDSS

-14 ...........
( - -
( - MCI
( -MIS -

( -

- 15 .........

( GDSS

( DVS

(DSS

( OLAP

- 16

(
(
(
( IT
-17

(IA

(MIS

(IT

(GIS

-18
(
(

GDSS-19 :
(
( ) (
(
(
-20

(
(

- 21
(

22
(
(
(
( IT
- 23

(
(
(
(

-24
(
(
(

(
25
(
(
(
(
26 MIS DSS
( ///
(/ //
-27 CRM

(

-28

(
(
(
(


-1

-

-
-

- *
-2
:
-
-

- *
-
-3 :
-
-
-

- *
-4

-
- -
-
- *
-5


-
-
- *
-
-6
-
-
-
- *
-7

-
-
- *
-
-8
-
- *
-
-
-9

-
-
-
- *
-10

-
-
-
- *
-11

-

-
-

- *
-12
-


-

*

-

-
-13

- CRM
- *BPP
- IT
-
-14
-

-
-

*
-
-15

-

-- -

-
- *

-16

-
-
- *
-
-17

-
- *
-
-
-18 KMS

-
-
-
- *


-19 :
-
-
-

- *
-20
- IT

-
-

- *
-21 2
:



-

- *
-
-22
- ERP

- CRM

- MRP

- SCM
*

-23 ERP
- - *
-
-

-
-24
CROSS-SELLING -

US-SELLING -

CROOS-SELLING -
*
-
-25 CRM
- crm

-
-

- *
-26

-

- *
-
-
-26

-
-*
-
-
-27

km-
*ERP -
SCM-
CRM-
-28
-

*
-

-
-29 ERP
:
-
-
-
- *
-30 ERP

-
-
- *
-
-31

-

-
- ERP
- * ERP
-32 SCM
-
*
-

-
-
-33

IT

-
- *
-
-
-34

ERP-
- * SCM
KM-
CRM-
-35

-
-
-
- *
-36
(EAI)- :

- :TPS

- :
- *
-37
-
- *
- -
- -
-38 ) (ECS
-

*
-

-
-
-39 ECS
-
-
-
- *
-40

-

-
-

- *
-41
-


-

*
-
-

-42
- -- - *
--- -
- - -
- ---
-43 HRM

-
-

-
-*
-44
-

- HRM

-
-
*HRM
-45

-
- *
-
-

-46

-
-
- *
-

-47

-
-
- *
-
-48

-
-

-
- *
-49
-
- *
-
-
-50

- *
-
-
-

-51

-
*
-
-

-

-52

-
-
*
-
-
-53 :
-

-


-
- *
-
-

-54
-

-
-
- *
-55

-
*
-
-
-
-56
-
-
- *
-
-57
-
-
*
-
-

-58 3

-
-
-
- *
-59
-
-
-
- *
-60

- *
-
-
-
-61

- *
-
-
-

-62
-
-
-
- *
-63

- -
-
-
- *
-64

-
*
-
-
-

-65
-

-
*

-

-
-66
-
-*
-
-
-67
- *
-
-
-
-68
-
-
-*
-
-69

-
-
-

- *
-70
-
-
-
- *
-71

-
-
-
- *
-72
-
- *
-
-

-73
-
-
-
- *

-75
- -
-
-
- *
-76
-

-

-
- *

-77
- IT
-
IT
- IT
- *
-78
-
-
-

- *
-79 IT

-
-
-
- *
-80
.- -
IT
-
IT
- IT
IT
-
*

-1

-2

-3
-4

-5

-6

-7
-8

-9

) : (50
(
(

(
(
) : (52
(
(

(
(

BPR ) : (60
(
(
(
(

) (235
(
(

(
(
:
(
(

(
(
) (261
(
(

(
(

) : ( 275
( B2B B2G B2C
( B2G IDE C2C
( B2C C2C B2B
( B2C B2B C2C

) : ( 279
(
(

(
(
) : ( 287

(

(
(

- 10 .....
......

-11

-12

-13

(
) ( 307

( 312 ) :
(
(
(
(


...... .
) ( 310
(
(
(
(

OLAP ) : ( 314
(

(
(
(
-14 ) : ( 325
(

(
(

-15 ) : ( 327
(
(
(
(

-16 ) ( EIS :
) ( 340
(

(
(

-17 ) ( 371
( .
(
.
(
(
.
-18 ) ( SCM

(
) ( 248

( 19 :
) ( 259
(

(
(

( 20 ) : ( 163
( SADB
TDB

( PDB
.

(21 ( 167 ) :
(

(22 OOP.....
( .
( .
( .
( .
(23 ....
(
(

(
(
(24 :
(
(
(
(
( 25 :
(
(
(
(

) (

........




-5
-
-

7
7 ERP

8

.
CRM



...............-9
.


-10 DSS




-13



- 14



8
-15


- 16


-17 . .
. . . . . .
.. ....
-- ---
-- ---
-- ---

--

---

10
- 18

-

-19




-20





- 21


/

11
-22
:
:

:

-

- 23

-24





-

12
-25 IT


-26 IT


. . . .

- -

-27





2
-1 IT
(

( ( (

- 2

(

-3


( (
( (
-4

(

(

(
(

-5
( IT
( IT
(
( IT
7
-6
( .
( .
(
.
( .
- 7
.
( ( (

-8 ) (CRM
( (((
- 9
( )(ERP
( )(CRM
( )(SCM

( )(MRP
-10 ) (MRP

(

8
-11

( (
( (
-12
(
(
(
(
- 13

( ( ( (

9
- 14
:

(
(
(
(

-15
( .
( .
( .
( .
- 16

( (
( (
- 17 ....................
( (
( (
- 18
( (
( (
-19
(

- 20
...............
(

10
-21
( -
(

(
(

- 22

( /

- 23

(

11
-24
(
(
(

(
-25
(
(

- 26

(
(

12
- 27

- 28

(

(
.

(
( 10 IT

-29 IT
(
(

-30 IT
( IT
.

(
.
(
.
(
.


1

-

-
2





4
-



**

5 ) (MRP

Cross-selling - 6 :
-


.




.

.

8
)(B2C
)(G2G
)(B2B
- )(C2C
9




10






-

11






12




13
:



14

.




15





16 :
-




-
17





18





- 19
.


-


20


-


21
-


-


22


-

23
-



24


-



-25



-1

:
:
:
:
-2
:
:
:
:
-3
........
.
:
:

-4
...........
: IT

: IT
: IT
:
-5
.......... .
IT:

:
CRM

-6 ERP :
:
:
:

:
-7 SCM
............
.
:

:
:

-8

:
SCM:
:

EDI:

-9

EAI:

:
:
:

-10
.
:
:
:
:
-11

:
:
:

:
-12 .
:
-

: -

-13

:

:

:
:

-14
:

-15 " "



: .
: .
: .
:.
-16 ) (IT
:
:
:
:
-17
............
:
:

-18


:
:
:
:

-19
:
:
:
:
-20
:
:

:
:

-21
:
:
:
:
-22
..............
:

-23

:

-24

:25

:

:
( 1 ............... ...............
:
( -

( -

( -

( -


( 2
............... :
(


(3 --
:


(4
( .
( .
( .
(

:
(5
/
(
(


(6
( cross-selling
.
( up-selling
.
( .
( .

................ ( 7
:
( )(EAI
)(TPS
( )( EDI
)(SCM

(
(


(8---
......................:
(
(


:
(9

(


(10
(


(11
(
)/( .

( .
( .
(

.................. ( 12 --
:
(
(

:
( 13

(
(


( 14 ................
.............. .
( -

( -

( -
( -


..................... ( 15
.

(

(16

( .
( .
( .
(
.

:
( 17 ............... .
(
(


(18
(
(
(
.
(

(19

( .
(
.
( .
(
.

(20 .
(


:
(21
(
.
( -
.
(
.
(

( 22
................ .............
( -

(-

( -

( -


:
(23
( .
( .
( IT IT
(

(24
(
(


( 25

(
(
(
(

-1

(
(
(
(
-2 CIM :
(
(
(
( 1 4
-3 MRP

(
(
(
(
-4
(
(
(
(
-5
( ) EDI (
.
( EDI
.
( EDI
.
( EDI
EDI .
-6 SCM ...................
.................
.
(
(
(
(

-7
(
(
(
(
-8

.
( (
(
(
-9
:
(
(
(
(
-10
(
(
(
(
-11
:
(
(
(
(
-12 ..................
.................

.
( C2C ( B2B
( B2C
( B2B
-13

(
(

-14

( (
(
(
-15
:
(
(
(
(
-16 DSS

( ) (GIS(
)(DVS
( ) (GPS( 1 2
-17 :
(
(
(
(
-18
( .
(
(

(
-19 ............................
.
(
(

-20
.................
(
(
(
(
-21 :
(
(

( (
-22
.
(
(
(
(
-23 :
(
(
(
(
-24
( .
(
.
(
(
.
-25 IS
................. .
( (
( (

-1 "it "
1
- 2
-3
-4
-2
1
-2
-3
-4
-3
- 1

-3

-2

-4 it

-4
-2

-1

-3

-4

- 5
-1 -2
1)-3 (2

-4

-6 IT

-1

- 2

-3

-4

-7
.
-1

-2

-3

-4

...............- 8
.
-1

-2

-3

VPN-4

-9

-2

-3 -4

-1

-10

......... .
B2C 2-B2B3-C2C 4-B2B-1 B2C
-11
-1 -2 -3 4
-12
.
B2B 2-C2C 3-B2C4-C2B-1
- 13 ...

.
-2 -3
-1
-4
-14

2-EFT
-1 )(SET
-4
-3 )(SSL
)-15
(

-2

- 3

-1

-16

-4

-1
-2
-3
-4 1 2
- 17

-VerticalNet 2-Commerce One 3-Ariba4-1
-18 Noble&Barnes

-1 -2 -3
-4
-19
-1 -2

-3

-4

"-20
"
-1 -2 -3 -4

-21 ......... .
-1

-2

-3 -4 1 2

-22
-1
-2

-3
-4
..............- 23
.
- 1

-4

-2
-3

"- 24 "
) (
-1

-2

-3

-3

-25
- 1

-4

-2
-3

-1
(
(
(
(
- 2
...........
.
(

-3

( ROM(RAM (

-4
( 600
(

( 600

( 300

- 5



(

HTMC (

JAVA( XML(

-6 ...... .
(

- 7 ........
.
(

- 8 .......
.
(

-9
(
(
(
(
-10
(

-11

EPI

(SCM

( TPS(

( EAI

............. - 12
. .
(
(

)-13 (OLAP
(

- 14
(

-15
(
(

(
(

-16 TPS
( (
(

-17
(
( (

-18 ..........
( (
(

-19
(
.
(
.
(
(

.
- 20 ................
( ( ( (
-21
( ( ( (
-22
(
(
(

(

-23
(
(
(
(
-24
( .
(
.
(
.
(
-25

( ( (

- 1

(
(
(
(

- 2


(
(

(
(

-3
(
(

(

(
-4
(
(
(

(
- 5


(

-6 ) ERP (

( ERP

.
(
ERP
( ERP

(
-7
( ERP
EDI
( TPS
ECS

(
(

-8 CIM
(

(
(

(
-9

.................
(
(

(
(

- 10

( B2C
C2C

( B2B

- 11

( .
(

( online
(

-12
) (B2B
(

- 13

(

-14
(
(
( online
(
-15 OLAP ...
(

-16 ...
(
(
(
(
- 17

(
(

(
(

- 18

....................................... .

( ( (

-19 ) (SDLC :
(
(
(
(
-20
( /
( /
( /
( /
- 21

(
(

(
(

- 22

(
(

(
(

- 23


(

-24 IT
(
(

(
(

-25 :
(
(
(
(

(1 )........... (

(2 ) (

(3
(

)(kms )..............

( .

(
.

( .

( .

(4 )
(

( .

(5 ) (

(1 )(kms ) (

( ...

(2 ) (

(SCM

(ERP

(IT

(CRM

(3 )........ (

(
(

(1 )............ (

(
(

(2 ) (

(
(

(3 B2C )
(

(
(

(1 ) (

( DSS

(2 ) (

( DSS

( OLAP

(3 )....... (

(1
) (

(
(

(2 ) (

(
(

(3 ) (

(
(

(1 ) (

(2 ) (

(3 ) (

(
(

(1 ) (

( IT

(2 IT "
, /
)". (

(
(
(

(3 ) (

(
(

(4 ) (

( RSF


-1

(
(
(
(
-2
..............
(
(
(
(
-3

(
(

(
- 4

(
(
(
(
-5 ) (ERP
(
(
(
(
- 6

( CRM
( ERP
( MRP
( SCM
-7 ) (ERP
(
(
(
(

-8 )(SCM
(
(
(
(
- 9

( - -
(
(
(
- 10

( )(B2B
( )(C2C
( )(B2C
( )(B2G
-11
(
(
(
(
- 12

(
( - -
( -

(
- 13

(
(
(
(
- 14

(
(
(
(
- 15

( -

(
(
-
-16 ) (OLAP

(

(

( OLAP
(

- 17

(
(
(
(
-18
.................................

(
(
(
(
-19

( - -

(

(
(

-20 -

(
(
(
(
- 21 ...........................

.
(
(
(
(
-22

( IT
( IT
(
( IT

-23
(
(
(
(
-24
.....................
(
(
(
(
- 25 ......................

(
(
(
(

-2

-3

-4

-1

-5

-6

-7

-8

-9

-10

-11

-13

-14

-15

-16

-17

-18

-19

-20

-21

-22

-23

-12

-24

-25

-1 :





- 2 ..............................:

-3
:

-4 :

-5 :CRM





-6 :



- 7
...... :
KM
SCM

ERP

CRM

-8 ERP

- 9
:

CRM

ERP

SCM

-10 :




- 11 :




-12 :


-13 :


B2B

B2C

C2C

-14 :




-15 :





-16 :

-17 :




-18 :


-19 :

-20 :

1 2

-21 :

-22 :

-23 :

-24 :


1 2

-25 :

(1

(
(

(
(

(2

(
(
(
(

(3

(
(
(
(

(4

(
(

(
(
57

(5

(
(
(
(

(6

) (CRM:
(

(
(
(

(7

) (ERP:

(
(
(

(8

( CRM
( MRP
( SCM
( ERP
236
(9

SCM :

(
(
(
(

(10

( MRP
( KM

( ERP
( CRM
238
(11

CRM
:

(
(
(
(
239
(12

CRM
(

(
(
(

(13

(
(
(
(

(14

:
(
(
(
(

(15

CRM
(
(
(
(

(16

( KM
( CRM
( MRP
( ERP
242

(17

ERP
( IT

(
ERP
(
(
245

(18

SCM
(
(
(
(

(19

EDI
(
(
(

(
246
(20


(
(
(

(
249

(21

) (TPS
(

(
(
(

(22

(
(
(

(
253

(23

ECS
(
(
(

(

(24

ECS :

(
(
(
(
254

(25

:
(
(
(
(

(26



(
(
(

(
258

(27

:
(
(

(
(

CIM

(28

(
(
(
(

) (MAC

(29

(
(
(
(

(30

(
(
(
(


2201923269

-1

)(Switching cost

-2

(1

(2

(3

(4

-3
(1

(3

(2

(4

(5

-4

up-selling -5
.

-6
(1

(2

(3

-7

(1 (2

(3

-8 ERP

(1 (2

(3

(4

-9

.

-10
-

-11
:
.

-12
(2
(1
(4

(3

(5

-13

-14
.

.

-15 ) (ECS

(1

(2

(3

-16
-

-17


.

-18
(3
(2
(1
(5
)(

(4

-19

-20
.

-21
(1 )(B2C
(3 )(B2B

(2 )(C2C

-22
(3
(2
(1
(6
(5
(4

(9
(8
(7

-23 ) (B2C
(4
(3
(2
(1
(7
(6
(5

-24

-25




.

-26


-27

-

-28

.

-29 ) (B2B


.

-30

.

-31
(1

(2

(3

-1 5
-
-
-
-
-2
-
-
-
-
-3

KMS -
CRM -
-
IT -
-4
- -
-
-
-5

-

.............-6

-
-
-
-
-7

-
-

-
-

-8
-
-
-

-9
- -
-
-
-10

............

- -
- -

-11


- -

-12



- -

-13



B2C -
C2C -
B2C-
B2B -

-14


-
-
-
-

-15


-
-

-16


OLAP

-

-

-17



-
-
-

-18


-
-
-
-

-19


- -
-

-20


-
-

-21


-
-

-22


- -
-
-

-23

...........


- -

-24



-
- -

-25

-26

-1
-2
-3
-4

.............


-
-
-
-


-
-
-

-27

IT

-
-

-28

...........

-
-
-

IS

-29


-
-
-

-30


- -
- -

-6

-7

-8

-9

-11
-12
-13
-14

-16
-17
-18
-19

-21
-22
-23
-24

-26
-27
-28
-29

-5

-10

-1

-15

-20

-25

-30


:
:
:

.
:

-2


:
.
:
.
: .
:
-3

: .
: .
:
.
:
-4


: .
: .
: .

: .
-5

: .
: .
: . .
:.
-6
:
.
: .
: .
: .
-7


: )(CRM
: )(KM
: )(SCM
: )(MRP
-8


: :
:

-9

:
:

:
:
-10

:
:

:
:

-11 ) (B2G
:
:
:
:
-12

:
:
:
:
-13



:
:
:
:
-14

:

:

:

-15
:
:
:

:
-16

:
:
:
:
-17


:

:
-18

:
:
:
:
-19

:
:
:
:
-20



:
:
:
:
-21

:

:
.
:

:
-22

: )
/(
: ) (
: ) /(
:)
(
-23

:
.
:

.
:

.
-24




:
:
:
:
-25

.1


:
:
:
:
**********************************************

........... .
(
(
(

.2

...............
.

( DSS-BFS-KMS
BFS-TPS-KMS

( EIS-DSS-MIS

( DSS-MIS-TPS

.3


.................
.
(
(
(
(

.4



.
(
(
(
(

.5



.................... .
( LRP
( ERP
( CRM
( SCM

.6



................... .
(
(
(
(

.7

.
(
(
(

.8

.
(
(
(

.9

......................
.
(
(
(
(

.10


.
(
(
(
(

.11

.
OLAP(
DVS(
(
( DSS
MRP

.12

) (EIP .........................
.
( DVS-GIS-
( EIS-DSS-MIS
( OLAP-CSF-EIS
( GIS-DSS-EIS
DSS

.13

.................................
.
(
(
(
(

.14


.
( )(SDLC
(
(

.15


................... .
(
(
(
(

.16


................... .

(
(
(

.17

.................
(
(
(

.18

.
(
(
(
(

.19


................... .
(
(
( (

.20

.....................
.
(
(
(
(

.21

.....................
(
(
(
(

.22

Syntellect
(
(
(

.23


............. .
(
(
(
(

.24

( EFT
(
.25

(SOL

(SET


.
( ATM
( SET

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23

( EFT

( SOL

*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*
*

*
24
*
25
- 1

(
(

***

(
(

- 2
..... .
(
(
(

****

-3 ))

)).
( ****
(
(
(

-4

(
( ****
(
(

-5 5

( ***
(
(
(

- 6 ....... .
(
(
(***
(

- 7 ....
.

(
(
( ***
(

-8
:

(
( ***
(
(

-9
(
(***
(
(

-10
(B2B
(C2C
(C2B
(***B2C

- 11

(
(
( ***
(

-12

( ***
(
(
(

-13
(

(
( ***
(

))-14 ((

(
(
( ***
(

-15

(
( ***
(
(
-16
(
(
( ***
(

- 17

( ***
(
(
(

- 18

(
(
(
(***

-19
( (

(
(
(
***

-20 .....

(
(

(
(
***

-21
(
(
(

( ***

-22
(
(
***
(
(

-23

( IT
( ***
(
( IT

- 24
.

( ***
(
(
( it

-25 it
( - -
(- - ***
( -
( - -

- 26

(---
(---***
(---
(---

-27

( - -
***
( - -
( - -
(

-28
(
(
(
( ***

- 29

( - -
( - -

(
***
( - -

))
((
-1
- -
--
:
-2
- - - -
:
-3
...........

CRM-

ERP-

IT-

SCM-

:
-4

CRM-

SCM-

:
-5

ERP-

MRP-

:
-6
-

:
-7 ....... B2B
C2C-

B2G-

B2C-

G2G-

:
-8

-

:
-9 ..............
-
-

:
-10

DSS-
OLAP

MIS-

EIS-

:
-11......... .

IA-

AI -

:
-12 IT
- ERP

CRM-

:
-13
" "
-

:
-14
-

:
-15
-

:
-16
-

:
-17

:
-18

-

:
...............-19
.
-

:
-20

-

:
-21 IT
-
-
-
-
:
- 22

:
- 23
OLAP :
-
-
:
- 24

EAI-

TPS -
ECS -
:

OLTP -

.............- 25

-

-
:

- 1

2





3





- 4

-


5
-



- 6

-


7 )(CRM


-


8
CRM -
ERP -
MRP -
CSM -
9
- IT

ERP
-

-
ERP


10

B2B - B2C -
C2C - G2G -
11





-
12





-
13
EFT- SSL-
SET- ATM -

14
:



-
15

.


16





17




18





19

-


20 :

" - "



21



22




23 " "


-


24





25
-

26

-




27 :

-

) (CSF


- 28
-


- 29 :
-
-
-

- 30
.
- -

- - 31 .
-
-
-
-

(1
( - - - -
(
(
(
(2 iT
(
(
( -
( - - -
(3
(
( -
(

( -

(4
(
(
(
(
(5
(
(
(
(
)CIM(6 (
(
(
(
(
(7
(
( - -
(
(

(8
( - -
(
(
( -
(9
( -
(
(
( -

( 10
(
(
(
(
(11
( -
( / -
( - -
(

(12
(
(
(
(
(13 OLAP
(
(
(
(
(14
( ) (
( ) (
( ) (
( ) (
(15
( - -
( /
( -
( -

(16
(
(
(
(
(17
( -
(
(
(
(18
(
( -
(
(
(19
(
.
(

.
(
( .

(20
(
(
(
(
(21
( -
(
( ) (
(
(22
(
( -
( IT
IT
(
(23 IT
(
(
( -
(

(24
( -
( -
( -
(
( 25

( - -
( -
(
( -

1
(
(
(
( .
2
(
(

3
(
(

(
(

4
(
(

(
(

5
( ERP
( EAI

( EDI

( SCM

6

(
(

(
(

7 B2C
(

(

(
(

8
(
(
(
(
9

(
(

(
(

10
(

(

(
(

11
(
(
(
(

12
( .
( .
( .
( .
13
(

(

(
(

14
(
(
(
(
15
( SDLC
(
( SDLC
( CPM
16
(
(
(

17

(
(

18
(
(
(
(
19
(
(
(

20
( .
( .

( .
( .
21
(
(
(
(
22

(
(
(
(
23 IT
(
(
24
(


(
(
(

(

25 IT
(
(
(
(

-1


(
(

(
(
- 2

( - - -
(
(
(
-3
(
(
(
(

-4
(
(

(
(
-5
(
(
(
(
-6

(

(
(

(

-7
( - -
( -
(
(
-8
(
(
(
(


-9 ) ( EAI
(

(
(
(
-10
(
(
(
(
-11

(
( -

( -
(
-12
( - - ) (
(
( -
(

-13
(
(
(
(
-14
( -
( - -
( -
(
-15
( -
(
( -
( -
-16
(
( -
(
(
-17

( -
(
( -
(
-18
.
( -
( -
( -

(
-19
(
(
(
(

-20 -

(
(
(

(
-21
(

.
(
(
(
-22
(
(
(
(
-23
( -

( -
(
(
-24 IT IS

(
(
(
(
-25

( - -

( -
( - -

(

.1

.2



-
-
-
-



-

-

.3

-
-


-
-
-
-

.4


-
-

.5

-
-

.6

.7
.8

.9

-

-
-


-
-
-
-


-
-
-
-

-

.10

-
-

-

.11



-
-

.12

.13

-
-


-
-
-
-


-

.14

.15

.16

- -

- -
- -


- -
-
- -
-
- -
-
- - -

) - - (
-
-
-
-

-
.
-
.
-
.

- .
.17

.18

.19

.20

.21

.22

-
.
-
.
-
.
-
.


-
-
-
-


-
-
-
-



-
-
-
-



-
-
-
-
..
..
- .. ..
.

- .. ..
.
- .. ..
.
- .. ..
.




-
-
-
-

-

-
-
-



-
-

-
-

.23

.24

.25

-1

( - - - -

( -
-
- -

( - - - -
( - - -

-2

-3
(

(
(
-4

( - -

( - -
( - -
( - -
-5

-6

(EAI-DSS-MIS
( CRM-SCM- ERP
TPS(SCM- CRM- DSS -

( ERP-DSS-

-7

(ERP

( DSS

( SCM

( CRM

-8

( - -

( - -

( -
( - -
-9 ERP- SCM CRM

( - -
( - -

( - -

( - -
-10

( - -

( - - -

( - - -

( - - -

-11
( - - -

( - - -

( - - -

( - - -

-12

( - - -

( ) ( -

( - - -
( - - -
-13 CRM ....................
.

-14

(

(

-15

( -
-

( -
-
( -
-
-16

(

(
(
-17

(
(

(
-18
( .

( .

( .
( .
-19

( - - -

( - - -
( - - -

( - - -

-20 " "


(

(
(
-21 ) (MIS
) (DSS
(
(

(
-22
(

(
(

-23

( - - -

( - - -
( - - -
( - - -
-24

( - - -

( - -
( - - -

( - -
-

-25

( -
-
( - -

( - -
(



: @ .
:

-1 .
(
(

@(

-2 00000

(
(

(
@(

-3 .
@(
(
(
(

-4 .
IT:
(
@(

-5 .
(
@(
(
(
-6 CRM.
(
(
29

-7 CRM.
(
@(
(
(


-8 ERP .
(
(
( ERP

@(
-9 .

@(
(

-10 .
(

@(

-11 :
(
@(

(
(

-12 CIM .
@(
(

- 13
.
@(
(
(

(

-14 :
(
(

(
@(

-15 B2G .
@(
(

(
(

- 16 .
(
@(
(
(

-17 .
@(
(

-18 00000
.
(
(

@(

- 19
:
(
(

@(

-20 .
(
@(
(

-21 .
(
(
@(

-22 .
(
(
(

-23 .
(
(
@(

-24 .

@(
(
(

-25 .
@(
(
(
( .


- 1
(
(
:(

-2
(
:(

- 3

(
:(

- 4

(
(

:(

- 5

(
:(

- 6

: (
(

- 7
(
:(

-8


:(
(
(

- 9
(
(
:(

-10 olap
(
:(

-11
(
:(

-12
: (
(

-13

: (

(

(
(

- 14
(
(
:(

- 15
(

(
:(

- 16
(
: ( IT
(

- 17

(
(
:(

- 18


(
(

:(

-19
(
(

-20

:(

: ( .

(

(
(

-21 IT
(
(

(
:(

-22 IT
(

(
(

:(

-23
: (

(

(
(

- 24

: (

(

(
(

-25
:(

(
-1

(
(

-

-2

-
-

-4

-
-


............. .

-
-
-3

-
-

-
-

-
-
-5

-6

-7

-
-

)(CRM

Sales force-
Oracle
-
-8

sales force

-9

-
-

CRM

-
-

-10

-
SAP AG -

Seibel

-
-


-

-

-

-

-11

ERP

-

-

-12

-
-


- -
-

-13

-
-

-
-
-14

)
(ERP
-

-15

-
-

-17

-
-

) (ERP
-
-

-16

-
-

- IT
ERP
-
-
-18

-

-19


"

-

-20

KM -
ERP -

-22

-
-

SCM -
CRM
-21

-
-

- ERP

- SCM
-


CRM

- MRP

-23

IT

-

-24

-
-
-

) (ECS

-

-

-
-
-25
-
-
-
-

-1

(
(
(
(

- 2

(
(
(
(

-3

(
(
(

- 4
(

(
(
(

- 5
(
(
(
- 6
(
(
(

- 7

(
(
(
- 8

(

(
(
(

- 9
(

(

(
(

- 10

(
(
(
(

- 11
(

- 12
(
(
(
(

- 13

(

- 14

(
(
(
(

- 15
( 2

( 5

( 9

( 6

- 16
(
(
(
- 17

(
(
(

-18 2
(
(
(

( 19

(

- 20
(
(
( (

- 21

(
(
(
(
- 22
(

- 23

(

- 24

(
(


-B2B25
.1

. 2 .3 .4

- sis26 :
dss.3mis.2
1
(
(

4
tps.1

(
2

( IT (
(
(
3
( IT (
( IT
) (BPR (
4
(
(

(
(

5 ERP
( (
(
(
(6 ERP
( ( (
(

7 ERP

( (

(
8 ERP
(
( ( (
(9
( ( ( (

( 10

(
11
( (
( (

12
(
(
(
(

13

(
(
(
(
14
( (
(

-15 OLAP
( (
(
(

-16 ) (
(
(

(
(


-17
( ( ( (
-18

(

(19
(
.
(
.
(
.
( .
- 20
( ( (
(
-21

(
(
(
.
(
-22
( (
(
(
-23

( (

(
-24
(
(
(
(

-25
(

(
(

- 26

( (
(
(
-27 IT
( ( (
(

- 28
(
( (
(
- 29
( ( (
(
-30
( ( ( (

- 1
:
(
(

(
(

-2
( 2
(
(

( Data Base

CRM EIS KMS ERP -3 :


(

(


(

- 4 ......................................
.
(

(
(
(

- 5
:
(
(

(
(

-6

(
(
( CRM DVD
( DVD
-7 ) (MRP :

(
.
(
.
(

.
(

-8 ERP :
(
(
(

-9
( CRM

( ) (MAC
(

-10 :
( )(B2C
( )(C2C
( )(B2B

-11 :
(

(
(
(

-12 ) (AI :

(
(
(
(

-13 :
(

.
(

:
(

.

- 14
:
(
( ) VR (

(
(

- 15
:
( GIS
( DVS

( MBA
( MRP
-16 ): (EIS
(
.
(
.
(

.

(

.

- 17
:
(
.
(

-18 ) (SDLC :

(
(
(
(
-19 :
(
(

(
(

- 20 ...................................
:
(

(
(
(

-21

(
(
(

-22 :
(
(

(
(

- 23
:
(
(

(
(

................................... - 24

.

(
(
(

(
-25 :
(

.
( .
( ) (VR .

- 1

- IT
.
- IT
.

. IT
- IT
.
:

- 2

- .

- .
:

- 3


.
.
- .
- .

:.

- 4 234
.
.



-

:

- 5



.

:

- 6
.
.
.
- .
:

-7

ERP 242

.
.
.
.
:

- 8
244
.
.
.
- .
:

- 9

G2C - B2c -

-C2B B2G -

- 10
-
-
-
-
:

- 11
-
-

-
-
:

- 12 DSS )
( 315
GPS OlAP - DVS --

GIS-

- 13 333
.
.
.
- .
:

-14 337
.
.CAD
- .
- .

- 15
355
- .
.
.
- .
:

-16 354




/ .
- 1 2 .
:

-17 ) ( RAD 360


.
.
.

- .
:

-18 371 372


.

.

.
-
.
:

- 19
381
.
.
.
.
:

-20 402
.

.
.
- .
:

-21 410

.
.
.


:

-22 442
.
.
.
.
:

-23 448


.

.
.
.IT
:

- 24 450
.
.
.
.
:

- 25
454
.
.
.
.
:

-26 454
.
.
.
.

:.

-1
-2
-3
-4
-5
-6
-7
-8
-9
-10
-11
-12

-24
-25
-26

-13
-14
-15
-16
-17
-18
-19
-20
-21
-22
-23

-1
-
-

-2 0000 0
-

- 3

-

-4 .
-

-5
CRM-

MRP-

ERP-

SCM-

-6 .
-
-
-
-

-7
-

- 8
OLAP
-

-9 ...... .
-

- 10
-

- 11

-

-12
-

-13 /IT
-
-
-
-

- 14 ...... .
-

- 15
.
-

- 16
-

-17
-

- 18
EIS-
DSS

EIP-

MBA-

-19 OLAP
-

-20
-

-21 ........
-

- 22
.... .
-

-23
- /

- /

- /

- /

-24 IT IS
-

-25
-
-

- 26

-27
-

-28
-

- 29

-
-

-
-

-30

- -


-1

(
-2

-3


...
(
(

(


-4

CRM

( .
( IT
(

(

:
.
-5

ERP

(
(
(

ERP:
-6

" "

(
( /
-7

( -


-8

( B2B
-9

( B2C

( IDE

( C2C




(
.
( .
( .
(

-10


(
(

-11

) (EFT
................. .
(


-12

(
(

-13

-14

....................
............................ .
( _

( _

( _


...

(

-15

DSS


:

(

(

(
(


-16




(
(

-17


(


.
( .
(
.
(
.
-18
(
.
( .
( .
(
.

-19

-20



(
(
(
(


-21



(
(

(
(
-22

(
(
(
(

-23


-24

( IT
(
-25

( IT

( IT



(
(
(

- 1
-1
-2
-3
-4
- 2

-1
-2

-3
4
- 3

- 1
.
- 2
.
-3
-4 1 2 .
-4 ) ) ERP
- 1

- 2
- 3
- 4
.
-5 CRM

-1
-2
-3
-4
- 6
-1

-2
-3
-4
- 7 ERP

-1
-2
-3
-4
-8 ERP
-1
-2
-3
-4 .
-9
-1
-2
-3
-4
- 10
B2C -1
C2C -2

C2B -3
B2B -4
-11
-1
-2
-3
-4
12
-1
-2
-3
-4
- 13 ----------
------------
-------------- .
-1 -
-2
-3
-4
14 OLAP
-1 -
-2 -
-3

-4
-15
-1
-2
-3
-4
-16
-1
-2
-3
-4
- 17
-1 /
-2
-3
-4
- 18

-1
-2
-3
-4

-19
-1
-2
-3
-4
20 :

.
-1
-2
-3
-4
-21
-1
-2
-3
-4
-22
-1
-2
-3
-4
-23

PGP RSA -1
-2

RSA - firewall

PGP - zombine-3
-4

DDOS - RSA

24
-1
-2
-3
-4
- 25

-1
-2
-3
-4


-1

-2

-3

-4

-5

-6

-7

-8

-9

-10

-11

-12

-13

-14

-15

-16

-17

-18

-19

-20

-21

-22

-23

-24

-25

-1 :
(

(


(

(

:

- 2
:

(

-3 :
(
(

(
(
- 4

(
:
(

(
(
- 5
:

(
(

(
(
-6 )(CRM
(
(

(
(
-7 )(ERP
( ERP
(

( ERP
(

-8
(
(

:
(
(

-9

(
(
(
-10
:
(

-11

(
:

(
(
(

-12
(
(

(
(
-13
(
(

(
(
- 14

(
(

(
(
- 15
:
(

-16
:
(

-17
(
( )(

-18 ...
(
(
(

(
(
:

(
-19 ....
:

(
(
(
(

-20 :
(
(

(
(

-21
:
( (
(

-22
:
(

(
- 23 .........

(
:

(
(

(

- 24 .......: .
( IT
IT
(

( IT

( IT
-25 :

(
(

(
(

:
-1

-

-2


.............
-

-
-
-3

:
-

-
-
-4


-
-

-
-

:
-5

)
(

-

-6

-
-

-
-

-7

-
- -
- - -
-

-8

--

ERP
- -
-

-
:
-9

-10

B2B

-

- 10+

-11

-
-

B2G
- -

- -
:

-12

.......... .........

.
- -

- -

-13


- - -
-
- - -
-

-14

- -
- -

........
.
- -

- -
-15

:
-16

-17

-
-

- -
-
-18

-

-19


- - - -

- - - -

- ---

- - - -

:
-20


- -

- -
-21

- -
-22


- -

- -
:
-23

- - - - -

- -
-24



- -

- -
-25

IT
- IT

-

-

-1

-2

-3

-4

-5



(
(
(
(
)(
IT


(
(
(
(
)(

...................
(
(
(
(
)(
...............
.
(
(
(
(
)(

( .
( .
( .
(
)(

-6



( /
( /

(
( /

-7

-8

-9

-10

)(

( .
(
.
(

.
(
)(

(

(.
(

(
)(

(
(
(
(
)(

(/CRM

(/ERP

(/MRP

(/SCM

)(
-11

-12

CIM
(
(
(
(
)(

( /

( /

( /

)(
-13

-14



(
(
(
(
)(

:

)(
-15

)(
-16

..............
..................
....................... .
( / /
( / /
( / /
(
)(

-17

-18

-19

-20

-21



(
(
(
(
)(
AI
(
.
(
.
(
.
(
)(


(
(
(
(
)(

(
(
(
(
)(

(
(

(
(

)(
-22


(
(

)(

(
(

-23


(
( ZOMBIC
(
(ISP

)(
-24


( IT/
( IT/
( IT IT
(

)(
-25

............
.
(
(IT
(
(IS
)(


.
-1

CRM

(
.

(
(
( )(

.
-MRP 2
(
(
( )(
(

- 3
.
(
(
CRM(
)(TPS(

-TPS4.
(

(
(

(
)(

-5 .
(
(
( )(
(

-6 .
(
(
(
( ) (

- 7
.
) ( C2C(
B2C

B2B(
B2G(

........- 8


.

CRM(
ERP(
)(EAI(
EDI(

- 9
.
-1
-2 )(
-3
-4

-10 .
( ) (
(
( -
(

-11 .
( - ) (
( - -
( - -
( - -

-12
....... .......
.....
( - -
( - - )(
( - -
( - -

- 13

.
(
(
( )(
(

-14 .
)(EIS(
ESS(
DSS(
MIS(

-OLAP15.
)( OLAP(
(
(
OLAP(

- 16

(
(
(
( )(

-17

.
( )(
(
(
(

-18 .......

.
TPS(
)(EDI(
EAI(
MIS(

-19

(
( )(
(
(

- 20

(
(
( )(
(
-21
(
( )(
(
(

.......-CRM22.
(
(
( )(
(
-23 .


.
( )(
(
(
(

-24
(
( )(
(
( )(

-25
( )(
(

(
(
-1
1 2 3
4
- 2

1 2

-3
1 2

-4
1 .
2
3
4

-5
1 2

-6
1 2

-7
1

2
3
4
-8
1
2 3

-9 scm
1 2

3 4
- 10

1 2 3

- 11 ------
.
12

-12
1 2 3
4

- 13
1 2 3
4

-14
3

1 2

- 15

12

-16
1 2

-17
1 2

-18
3

1 2

mba 4

- 19 -----
1 2

IT

-20

1 2 3
4
-21 }
{
1 2

- 22

1 2

-23 ------

12

-24

1 2
4

- 25

1 2
4


- 1

.
-
-
-
-
- 2 , ,

.

-
-
-
-
-3
-
-
-

-
-4

-

-

-

-5
-

-6

-
-
-
-
- 7

-
-
-
-

-8 upselling
-
.
-

-

-
-9 .....

........
15/30-
20/85-
15/50-
20/40-

-10
)(CRM
-
-

-
-11

-
-
-
-
-12 ,, , ,

o-
o
-13 .



8
14B2B



-
-
15 - -
- - -
- -
-

-16

( )-(
( )--(
( )--(
( .
17-

EDI
(
(
(
(
9
-18
-

--

-
-

- 19
-

- 20

-

- ) (

-21
-
-
-

10
- 22

-

-
-

-23 .


-
--24

(
(
(

11

-25 .
(
(
(
(
26

-

12

-27 IT
(
(

(
(
-28 IT
( IT IT
( - IT
( -IT -
( -
-29
(
(
(
(

You might also like