Ch. 8- Enterprise Systems Supply Chain – Flashcards
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Integration
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allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems. -Application integration -Data integration -Forward integration -Backward integration
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Enterprise system
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Provide enterprise wide support and data access for a firm's operations and business processes
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Enterprise application integration (EAI)
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Connects the plans, methods, and tools aimed at integrating separate enterprise systems
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Middleware
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Several different types of software that sit between and provide connectivity for two or more software applications
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Enterprise application integration middleware
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Takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors
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Supply chain management
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The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability
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Supply chain visibility
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The ability to view all areas up and down the supply chain in real time -supply chain planning system -supply chain execution system -bullwhip effect
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3 components of supply chain management
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Procurement, Logistics, Materials management
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Technologies Reinventing supply chain
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3D printing, Radio frequency identification, drones, Robotics
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Customer relationship management (CRM)
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Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
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Benefits of CRM
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"RFM" - Recency, Frequency, Monetary value
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CRM reporting technology
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Help organizations identify their customers across other applications
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CRM analysis technologies
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Help organization segment their customers into categories such as best and worst customers
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CRM predicting technologies
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Help organization make predictions regarding customer behavior such as which customers are at risk of leaving
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Operational CRM
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supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers
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Analytical CRM
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Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers
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Marketing and operational CRM technology
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List generator, campaign management, cross-selling and up-selling
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Sales and operational CRM technology
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Sales management, contact management, opportunity management
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Customer service and operational CRM technology
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Contact center, web-based self-service, call scripting
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Sales force automation
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a system that automatically tracks all of the steps in the sales process
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Website personalization
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Occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person
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Enterprise resource planning
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Integrates all departments and functions throughout an organization into a single IT system so that employees can make enterprise wide decisions by viewing enterprise wide information on all business operations
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Core ERP component
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Traditional components included in most ERP systems and they primarily focus on internal operations
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Extended ERP component
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Extra components that meet the organizational needs not covered by the core components and primarily focus on external operations
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3 most common core ERP components
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Accounting and Finance, Production and materials management, Human resource
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Accounting and finance ERP component
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Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management
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Production materials management ERP component
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Handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control
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Human resource ERP component
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Tracks employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities
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Extended ERP components include:
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Business intelligence, Customer relationship management, Supply chain management, Ebusiness components: -Elogistics, Eprocurement
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Balanced scorecard
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enables organizations to clarify their vision and strategy and translate them into action
