Electronic

7 Business
Systems
The e-Business Application Architecture
Enterprise Resource Planning
Customer Relationship
Management
Retention
Marketing and and Loyalty
Fulfillment Programs
Sales
Customer Store Front
Cross-Sell
and Field
Up-Sell
Customer Service
TeleSales
Service and
Support

Contact Management
SFA- Sales Force Automation
Integration
amongst
modules &
suites
 Cross-Functional Integrated Systems

Enterprise Application
Enterprise Enterprise Application

Business Partners
Cluster Cluster
Application
Customers

Front Office Integration

Back Office
Applications Applications
CRM Application ERP Application
•Customer •Distribution
Service •Manufacturing
•Field Service •Scheduling
•Sales Order •Finance
•Product Config

Suppliers
 Supply Chain Management
Supply
Chain Commit Schedule Make Deliver
Life Cycle

Order Demand Manufacturing

SCM Commitment Planning Planning
Functional
Processes
Advance Transportation Distribution
Scheduling Planning Planning
SCM
Integrated
Solution Internetworked Supply Chain Management
Transaction Processing
Systems
1 2 4

Document
Data Transaction and Report
Entry Processing Generation
• Batch
•Online/Realti
me

Inquiry
Processing
3 Database
Maintenance
 Tools for Enterprise Collaboration
Enterprise
Collaboration
System

Collaborative
Electronic Electronic
Work
Communications Conferencing
Management
Tools Tools
Tools
•E-Mail •Data Conferencing •Calendaring
•Voice Mail, I Phone •Voice Conferencing •Task and Project Mgt
•Web Publishing •Videoconferencing •Workflow Systems
•Faxing •Discussion Forums •Knowledge Mgt
•Electronic Meetings •Document Sharing
 Functional Business Information
Systems Marketing

Production Human Resource

Operations Functional Management
Business
Systems

Accounting Finance
 Marketing Information
Systems Information
Marketing

Systems

Customer
Interactive Sales Force Sales
Relationship
Marketing Automation Management
Management

Market Advertising
Product
Research and and
Management
Forecasting Promotions
Targeted Marketing
Context
Content
Demographic/
Psychographic Online Behavior

Community
 Manufacturing Information
Intranet
Systems
Computer Integrated Manufacturing
Manufacturin Manufacturin Engineering
g g Systems Remote
Resource Execution •CAD Worker
Planning
•Production Systems
•Shop Floor •CAE
Forecasting •Scheduling •Computer- Suppli
•Production •Machine Control Aided
Scheduling •Process Control Process
er
•Quality Control •Robotic Control Planning

Extranet
 Human Resource Management
Training & Compensation
Staffing Administration
Development
•Succession
•Manpower planning
Strategic •Performance •Contract
Planning
Systems •Labor Force appraisal plans costing
•Salary forecast
Tracking

•Training
effectiveness
Tactical •Labor Cost
•Career
•Compensation
Analysis effectiveness
Systems •Turnover matching •Benefits
Analysis Analysis

•Payroll
Operational •Recruitment •Skill assessment
control
•Workforce •Performance
Systems Planning evaluation
•Benefits
Administration
Accounting Information
Systems
 Financial Information
Systems
Financial
Information
Systems

Investment Capital
Cash Financial
Managemen Budgeting
Management Planning
t
Chapter Summary
The e-Business Application Architecture reflects the key
e-business applications and their interrelationships.
Cross-functional enterprise applications cross the boundaries
of traditional business functions. These systems focus on
supporting integrated clusters of business processes.
Supply Chain Management relies on information technology
and management practices to optimize information and
product flows among the processes and business partners
within the supply chain.
A transaction processing system is an information system that
processes data resulting from the occurrence of business
transactions.
Traditional functional business systems support specific
business functions including marketing, accounting, finance,
Chapter Summary (cont)
Marketing information systems support traditional and
e-commerce processes and management of the marketing
function.
Computer-based manufacturing systems help a company
simplify, automate, and integrate many of the activities needed
to quickly produce high-quality products to meet changing
customer demands.
Human resource information systems support human
resource management in organizations.
Several different types of electronic payment systems are
used to support e-commerce transactions.
Because the Internet is not a secure network special security
measures must be undertaken to protect sensitive customer
information.
Chapter Objectives
Identify each of the following cross-functional e-business
systems and give examples of how they can provide significant
business value to a company and its customers and business
partners.
Enterprise resource planning
Customer relationship management
Enterprise application integration
Supply chain management
Online transaction processing
Enterprise collaboration
Give examples of how Internet and other information
technologies support business processes within the business
functions of accounting, finance, human resource
management, marketing, and production and operations