Information Systems Management DAC1 Chapter 3 – Flashcards
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What is the primary purpose of Business Process Reengineering?
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To make all business processes best-in-class
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What is the key element supply chain management manages?
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Information
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What is an organizational result from an effective and efficient supply chain management system?
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Decrease the power of its buyers, Create entry barriers, thereby reducing the threat of new entrants, Increase efficiencies while seeking a competitive advantage through cost leadership.
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How does CRM ultimately impact an organization?
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Increases profitability
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CRM systems collects information from?
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Accounting systems, Order fulfillment system, Inventory system
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What does enterprise resource planning integrate?
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All departments and functions throughout an organization
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Business Process Reengineering is
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The analysis and redesign of workflow within and between enterprises.
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Supply Chain Management involves
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managing information flows between and among stages in a supply chain to maximize totally supply chain effectiveness and profitability.
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Enterprise Resource Planning Systems
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integrate all departments and functions throughout an organization into a single IT system
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Four primary strategic initiatives for competitive advantage are:
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Supply Chain Management, Business Process Engineering, Customer Relationship Management, Enterprise Resource Planning.
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5 Steps in the Order to Deliver Business Process
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Marketing, Sales, Operations Management, Accounting & Finance, Customer Service
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Customer-facing Process
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Results in a product or service received by an organizations external customer.
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Supply Chain
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Includes all parties involved, directly or indirectly, in obtaining raw materials or a product.
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Five Basic Supply Chain activities
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Plan, source, make, deliver, return
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Supply Chain primary goal
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creating a fast, efficient, and low cost network of business relationships that take products from concept to market
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Customer Relationship Management (CRM)
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involves managing all aspects of customers relationship with an organization to increase customer loyalty and retention and an organizations profitability
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CRM Reporting Technologies
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Help organizations identify their customers across other applications
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CRM Analysis Technologies
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Help organizations segment their customers into categories such as best and worst customers.
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CRM Predicting Technologies
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Help organizations predict customer behavior.
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3 components of the RFM Formula
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Recently, frequently, monetary value
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Reporting
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What Happened
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Analyzing
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Asking why it happened
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Predicting
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What will happen
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Managers focusing on reengineering
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Is the process broken, Is it critical for productivity improvements, Will savings from automation be clearly visible
