ERP, CRM, SCM.ppt

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1、ERP, CRM, SCM,Source: OBrien, James. Introduction to Information Systems, 12e, 2005,Enterprise Application Architecture,Enterprise Business Systems,Production Planning,Integrated Logistics,Accounting and Finance,Human Resources,Sales, Distribution, Order Management,Customer/ Employee,Enterprise Reso

2、urce Planning,The Technological Backbone of e-Business,Suppliers,Human Resources,Finance and Accounting,Demand Planning,ManufacturingPlanning,Logistics Planning,Distribution Planning,Order Entry,Enterprise Resource Planning,Customers,Purchasing & Accounts Payable,MRP Inbound Inventory Plant Mgmt.,Ma

3、nufacturing & Production Scheduling,Inventory Control & Warehousing,Distribution & Accounts Receivable,Enterprise Resource Planning,The Business Value of ERP,Benefits of ERP Quality and Efficiency Decreased Costs Decision Support Enterprise Agility Failures in ERP Do Exist,Enterprise Resource Planni

4、ng,Causes of ERP Failures Underestimating the Complexity of Planning, Development, and Training Needed Failure to Involve Affected Employees Trying to do Too Much Too Fast Over Reliance by Company on Claims of Software Companies,Enterprise Resource Planning,Supports an Integrated and Collaborative R

5、elationship Between a Business and its Customers,CRM: The Business Focus,Customer Life Cycle,CRM Functional Solutions,CRM Integrated Solution,The Internet,Collaborative Service,Shared Customer Data,CRM Uses IT to Create a Cross-Functional Enterprise System,CRM: The Business Focus,Marketing and Fulfi

6、llment,Customer Service and Support,Retention and Loyalty Programs,Contact and Account Management,Sales Cross-Sell Up-Sell,Prospect or Employee,Fax,e-Mail,Telephone,Web,CRM: The Business Focus,Benefits and Challenges of CRM Identify and Target the Best Customers Customization and Personalization of

7、Products and Services Track Customer Contacts CRM Failures 50% of Applications Fail to Meet Expectations 20% of the Time CRM Damaged Customer Relationships Lack of Understanding and Preparation is Blamed,Gevity HR and Monster.Com: Failures in CRM Implementation,CRM: The Business Focus,Employees Unde

8、rcut the System Believing Their Jobs Threatened by CRM On-Line Customer Problem Solutions. Complex Installation Since it Touches So Many Legacy Systems Failures Lead to Loss of Customer Goodwill and Business and Negatively Affects Employees Also,Telstra Corporation: The Business Value of CRM,CRM: Th

9、e Business Focus,Provides Fixed, Wireless, and e-Commerce Services to Customer Base in 19 Countries Offers Voice, Data, Internet, Multimedia and Communications Services Sought CRM Solution to Integrate More than 20 Core Legacy Databases Across the System Benefits Quickly Followed Reduced Training Ti

10、me,SCM Software Helps Firms Reengineer and Integrate The Functional SCM Processes,Supply Chain Life Cycle,SCM Functional Processes,SCM Integrated Solution,The Internet,Collaborative Fulfillment,Shared Market Data,Strategic Sourcing and Procurement,Forecast and Demand Planning,Customer Order Fulfillm

11、ent Service,Distribution Network and Warehouse Operations,Transportation and Shipment Management,Production Logistics,SCM: The Business Network,SCM: The Business Network,Supply Chain Management : a top strategic objective for many firms The Right Products The Right Place The Right Time In the Proper

12、 Quantity At an Acceptable Cost,Business Value Goals Rapid Demand Fulfillment Collaborative Supply Chain Planning and Execution,Customer Value Goals Give customers what they want, when and how they want it, at the lowest cost,Interenterprise Coordination of Manufacturing and Business Process,Effecti

13、ve Distribution and Channel Partnerships,Responsiveness and Accountability to Customers,Objectives of Supply Chain Management,SCM: The Business Network,SCM: The Business Network,Objective of SCM Efficiently Manages this Process by: Forecasting Demand Controlling Inventory Enhancing Business Relation

14、ships Receiving Feedback and Status of Every Link of the Chain,Benefits and Challenges of SCM,SCM: The Business Network,Lack of Proper Planning Knowledge, Tools, and Guidelines Inaccurate Demand Forecasts Lack of Adequate Collaboration Software Itself Immature,Enterprise Application Integration,EAI Software Connects Major e-Business Applications Like CRM and ERP,Front-Office CRM Applications Customer Service Field Service Product Configuration Sales Order Entry,Back-Office ERP Applications Distribution Manufacturing Scheduling Finance,Enterprise Application Integration,EAI,