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Enterprise systems Large diverse databases that pull information from many parts of the firm Enable processes

both across the firm, at different organizational levels, as well as with suppliers and customers. *The purpose of incorporating data and information from all of these sources is to enable and automate cross-functional business processes and supply accurate information to aid decision-making. Enterprise Resource Planning systems (ERP) - Collects data from different firm functions and stores data in single central data repository - Resolves problem of fragmented, redundant data sets and systems Enable: Coordination of daily activities Efficient response to orders (production, inventory) ***Provide valuable information for improving management decision-making

Enterprise applications
1. 2. 3. 4.

span the enterprise:

Systems for linking the enterprise Span functional areas Execute business processes across firm Include all levels of management

Enterprise Apps ensure TPS, MIS, DSS work smoothly

4 General Enterprise Systems
Enterprise Resource Planning ERP Supply Chain Management SCM Customer Relationship Management CRM Knowledge Management KM

Supply chain management (SCM) systems

Measure & Manage firms relationships with suppliers: inventory, supply, delivery ect. Inter-organizational systems, automating the flow of information across organizational boundaries.
This distinction is important

SCM systems must be designed with the business processes of potential partners and suppliers in mind.

Customer relationship management systems (CRM):

Provide information to coordinate all of the business processes that deal with customers in sales, marketing, and service Optimize revenue, customer satisfaction, and customer


CRM Integrates customer-related processes & consolidates information from multiple communication channels
CRM MEASUREMENTS: - Captures sales prospect contact information - Sales quote generation - Tracks Customer service - Marketing Measurement tactics analyze success

Enterprise Resource Planning (ERP)

Integrated software modules - central database that enables data to be shared by many business processes and functional areas throughout the enterprise. Use standardized definitions & formats for data by the entire organization
Business value of ERP systems Increase operational efficiency Provide firm wide information to support decision-making Enable rapid responses to customer requests for information or products Include analytical tools to evaluate overall organizational performance

(KM) Knowledge Management & work systems

3 Systems used for knowledge to help create new info & integrate into business 1. Intelligent techniques: Used to capture individual and collective knowledge and to extend knowledge base 2. Knowledge Work System 3. Knowledge network systems
- Provide online directory of corporate experts in well-defined knowledge domains

Knowledge Workers Roles

1. Keeping organization current in knowledge 2. Serving as internal consultants regarding their areas of expertise 3. Acting as change agents, evaluating, initiating, and promoting change projects

Supply Chain Management

Push Model vs Pull Model

The difference between push- and pull-based models is summarized by the slogan, Make what we sell, not sell what we make.

Push Model (build-to-stock) Schedules based on best guesses of demand Pull Model (demand-driven) Customer orders trigger events in supply chain Sequential supply chains Information and materials flow sequentially from company to company Concurrent supply chains Information flows in many directions simultaneously among members of a supply chain network

Bullwhip effect
Info about product demand gets distorted as it passes from one entity to next across supply chain

Business process management (BPM)

Helps firms manage incremental process changes
Uses process-mapping tools to: Identify and document existing processes Create models of improved processes that can be translated into software systems Measure impact of process changes on key business performance indicators

Impact of the Internet on E-business and E-commerce. Information asymmetry

Reach vs. richness Channel conflict, Disintermediation, and Re-intermediation Business models and Internet business models; types, definitions, implementation, revenue model, value proposition B2B, B2C, C2C, relative sizes, trust levels, payment methods Mobile commerce EDI (Electronic Data Interchange) Types of KM (Knowledge Management) systems; uses users, processing Definition of KM Tacit vs. Explicit knowledge The Search-Transfer problem (or as the text states it: The Problem of Distributed Knowledge) AI; branches, types of applications discussed Expert systems, Case-based systems, neural networks, etc., and main benefits/drawbacks Knowledge Work systems and knowledge worker roles Uses of AI in business Knowledge base vs. Rule base Benefits and drawbacks of AI systems. CSF analysis; Enterprise analysis Spectrum of change automation, rationalization, process re-engineering, paradigm shift Systems development process; framework steps (6 primary steps and subparts), feasibility, requirements determination Specific methods of system development; benefits/drawbacks of the major methods Reasons systems fail Role of end-users and the User-designer gap Conversion methods Customization; definition, issues and problems