MIS Chapter 9 – Flashcards

Built around thousands of predefined business processes that reflect best practices

Network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to its customers

Components would arrive exactly at the moment they were needed and finished goods would be shipped as they left the assembly line

Information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain

Enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans

Determines how much product a business needs to make to satisfy all of its customers' demands

Manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner

Production master schedules are based on forecasts or best guesses of demand for products, and products are "pushed" to customers

Actual customer orders or purchases trigger events in the supply chain to "pull" products from producers

A method of interaction with the customer, such as telephone, e-mail, customer service desk, conventional mail, Facebook, Twitter, Web site, wireless device, or retail store

Uses many of the same data, tools, and systems as a CRM to enhance collaboration between a company and its selling partners

Deals with employees issues that are closely related to CRM, such as setting objectives, employee performance management, performance based-compensation, and employee training

Marketing of complementary products to customers

Includes customer-facing applications, such as tools for sales force automation, call center and customer service support, and marketing automation

Includes applications that analyze customer data generated by operational CRM applications to provide information for improving business performance

Based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the copmany

Measures the number of customers who stop using or purchasing products or service from a company

Tools that enable a business to connect customer conversations and relationships from social networking sites to CRM processes