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A supply chain not only includes the manufacturer and suppliers but also transporters, warehouse, retailer and customer. A supply chain is an extended enterprise where participants in the chain have specific contribution roles to the goal of reaching the customer. The objective of supply chain is to maximize the value of supply chain where value is defined as Final Product worth to the customer less the value of efforts spent in delivering that Product worth
Electronic Data Interchange (EDI) EDI is used to link supply chain participants through electronic exchange of documents from one stage to other. The benefit of EDI is a paperless exchange of information, quick access to accurate information, and reduced cycle times.
Data ware house is a consolidated business information database for use in strategic decisionmaking, decision support systems, and analysis of business in different dimension. It also has information, which indicates, trends, patterns, behaviors, projections of key business entities such as product, customer, suppliers and so on. Data mining is used to analyze functional information extracted from data warehouse.
These are used to network the supply chain partners for communication and information sharing located anywhere in supply chain. The cost of communication or sharing of information is least compared to other modes of communication.
Web technology is used to store and share information useful for supply chain participants. Website or portal of the organization has product catalogues, magazines, pictures, contents and other documents for viewer to access and use in application of the interest. Web platform is also used for order placement, order tracking, e-buying, and selling so on.
What Is CRM
Customer Relationship Management Becoming a common and important concept in many industries Beyond mere Contact Management Most industries have CRM software to help sales process, on-going service, and even accounting
CRM
What is CRM? CRM is a comprehensive set of process and technologies for managing the relationships with potential and current customer across the business functions. The goal of CRM is to optimize customer satisfaction and revenue through relationships built between customer and all those who deal with customer. The relationship is built through managing customer initiatives and behavior in such away that customer experience is full of comfort, happiness and satisfaction.
Customer Service
Call centre management. Online help. Internal help desk Knowledge based Expert System.
Role of IT in CRM (E-CRM) E-CRM provides a means to conduct interactive personalized interaction and communications with the customers in online and real time model. In E-CRM, interaction begins more intelligently using customer intelligence. One can summarize key features of E-CRM as under:
Driven by online data mining tools.
Real time assessment of customer interactions, its analysis and interpretation and strategising the action based on it. Begin to build relationship with customer initiative.
In E-CRM unlike CRM, every customer initiative is treated separately. Each customer is evaluated in real time using customer intelligence database for action prediction.
The real strength of a CRM or E-CRM is its ability to provide a rich, value added experience to customer on all channels of initiatives namely call centers, Kiosks, retail outlets, ATMs, Self help, PDAs and website and portals
Cyclic Model of KM
Capture Knowledge Create Knowledge Disseminate Knowledge Manage Knowledge Refine Knowledge
Store Knowledge
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Data Warehousing
What product prom-otions have the biggest impact on revenue? What impact will new products/services have on revenue and margins?
ERP Systems
Purchased Data
Legacy Data
Metadata Repository
Data Warehouse
A data warehouse is a collection of data that is used primarily in organizational decision making
subject-oriented integrated
time-varying
non-volatile
.
Subject
major subject such as customer, products, and sales. Data is organized according to subject instead of application. For example, an insurance company using a data warehouse would organize their data by customer, premium, and claim instead of by different products.
Non-Volatile A data ware house is always a physically separate store of data. Due to this separation, data warehouse do not require transaction processing, recovery, concurrency control, and so on. The data is not updated if changed in any way once it enters the data warehouse, but is only loaded, refreshed and accessed for queries.
Time Varying Data is stored in a data warehouse to provide a historical perspective. Every key structure in the data warehouse contains, implicitly or explicitly, an element of time. The data ware house contains a place of sorting data that is 5-10 yrs old, to be used for comparison, trends and forecasting.
Integrated A data warehouse is usually constructed by integrating multiple, heterogeneous sources such as relational data base and flat files. When data reside in many separate applications in the operational environment, the according of data is often inconsistent.
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What happened?
Past
What is happening? Why did it happen? What will happen? What do I want to happen?
Present
Future
Data
ERP
CRM
SCM
3Pty
Black books
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E-Commerce
Profit from selling online Reach customers previously unattainable Professional Approach 24hr shop Cheapest sales channel
Examples
Ryanair.com flights and other products Ireland.com membership Amazon.com - Books and other products eBay.com Auction Cbg.ie - Advertising
E-Business
Characteristics of E-Business
One global order management system. Global database, single or distributed. Paperless transactions. Customer select, configure the needs and enter their own address. Dynamic order status-received, delivered and order balance. Organization work for 365 days, 24 hours a day. Business relationship with customer, vendor and business partner gets transformed to trust relationship. Employee become knowledge based intelligent workers. A management and operations overhead shows decline over a period of time
Organization
ICICI
Citibank
B2C
VSNl, MTNL
C2C