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Enterprise Applications

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Mohammed Yaseer Nazeer
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11 views

Enterprise Applications

Uploaded by

Mohammed Yaseer Nazeer
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 15

Chapter 8

Business Across the


Enterprise

McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
Learning Objectives
 Identify and give examples to illustrate the
following aspects of customer relationship
management, enterprise resource
management, and supply chain management
systems:
Business processes supported
Customer and business value provided
Potential challenges and trends

8-2
Learning Objectives
 Understand the importance of managing at the
enterprise level to achieve maximum
efficiencies and benefits.

8-3
Section 1
Customer Relationship Management:
The Business Focus

8-4
I. Introduction

Businesses today must be


Customer-centric/Customer-focused –
Customer, Customer, Customer!

8-5
II. What Is CRM?

 Providing the organization with a single


complete view of every customer, and
providing the customer with a single complete
view of the organization and its extended
channels
 Contact and Account Management – capture
and track relevant data about past and
planned contacts

8-6
III. The Three Phases of CRM
Acquire – CRM helps a new customer
perceive value of a superior product/service
Enhance – CRM supports superior customer
service, and cross-selling/up-selling
Retain – CRM helps proactively identify and
reward the most loyal and profitable
customers

8-7
Section 2
Enterprise Resource Planning:
The Business Backbone

8-8
I. Introduction
ERP is a multifunctional enterprisewide
backbone that integrates/automates
business processes and information
systems

II. What is ERP?


A cross- functional software suite
supporting basic internal business
processes of a firm

8-9
III. Benefits and Challenges of ERP
Major Business Value from ERP
Quality and Efficiency – significant improvements in
quality and efficiency of customer service, production,
and distribution
Decreased Costs – significant reductions in transaction
costs, hardware and software, and IT support staff
Decision Support – provides cross-functional information
that enables better decision making across the enterprise
Enterprise Agility – breaks down departmental/functional
walls and enables more flexible, adaptive organizational
structures

8-10
III. Benefits and Challenges of ERP

Costs of ERP – if you do not do ERP properly


you can kill the firm
Causes of ERP Failures
#1 cause – underestimating the complexity of
planning, development, and training necessary
for success
Failure to involve affected employees
Trying to do too much too fast
Overreliance on claims of software
vendors/consulting firms

8-11
Section 3
Supply Chain Management:
The Business Network

8-12
I. Introduction

 Successful SCM is based on accurate order


processing, JIT inventory management, and
timely order fulfillment; this was theoretical 10
years ago, but is now a competitive weapon

8-13
II. What is SCM?

 A cross-functional interenterprise system using


IT to support/manage links between key
business processes and suppliers, customers,
and business partners
Electronic Data Interchange (EDI) – an early SCM
methodology for exchanging information between
partners using standard document message
formats, still very popular but being replaced
by .xml-based Web services

8-14
III. The Role of SCM

• To optimize the effective/efficient movement


of materials between suppliers, customers,
and other partners

8-15

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