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BUS 340 Information Systems
Ch. 8
38
Computer Science
Undergraduate 4
12/07/2011

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Term
enterprise resource planning (ERP)
Definition
Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprisewide decisions by viewing enterprisewide information on all business operations
Term
reasons ERP systems are powerful tools
Definition
its a logical solution to incompatible applications, addresses global information sharing and reporting, avoids the pain and expense of fixing legacy systems
Term
ERP
Definition
systems collect data from across an organization and correlates the data generating an enterprisewide view
Term
core ERP component
Definition
Traditional components included in most ERP systems and they primarily focus on internal operations. ex: acct & finance, HR, production & materials mgmt.
Term
extended ERP component
Definition
Extra components that meet the organizational needs not covered by the core components and primarily focus on external operations. ex: BI, SC mgmt, ebus, customer relationship mgmt
Term
production and materials mgmt ERP component
Definition
Handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control
Term
elogistics vs. eprocurement
Definition
manages the transportation and storage of goods vs. the B2B online purchase and sale of supplies and services
Term
integrating SCM, CRM & ERP
Definition
They are the backbone of ebusiness, integration of these applications is the key to success for many companies, and allows the unlocking of info to make it available to any user, anywhere, anytime
Term
ERP systems contain multiple complex components that are expensive to purchase and to implement. the biggest challenge of ERP is cost, which include:
Definition
software, consulting fees, hardware expenses and training fees.
Term
integration
Definition
Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems
Term
2 methods of integration are:
Definition
Linking processes and their underlying processes in the value chain (forward and backward integration); Building a central repository for information (users can create, update, etc customer into only in the central customer database
Term
enterprise systems
Definition
Provide enterprisewide support and data access for a firm’s operations and business processes. these systems can manage customer info across the enterprise, letting u view everything your customer has experienced from sales to support
Term
middleware
Definition
Several different types of software that sit between and provide connectivity for two or more software applications. translates info between disparate systems
Term
sc mgmt (SCM)
Definition
The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability
Term
the sc has 3 main links
Definition
1.Materials flow from suppliers and their “upstream” suppliers at all levels 2.Transformation of materials into semifinished and finished products through the organization’s own production process 3.Distribution of products to customers and their “downstream” customers at all levels
Term
sc visibility
Definition
The ability to view all areas up and down the supply chain in real time; eliminates the bullwhip effect
Term
bullwhip effect
Definition
Occurs when distorted product demand information ripples from one partner to the next throughout the supply chain
Term
demand planning systems
Definition
Generates demand forecasts using statistical tools and forecasting techniques, so companies can respond faster and more effectively to consumer demands through supply chain enhancements
Term
Common supply chain metrics include
Definition
Back order
Inventory cycle time
Customer order cycle time
Inventory turnover
Term
a primary challenge of SCM includes cost:
Definition
An SCM system can cost millions of dollars for the software and millions more for help implementing the system
Term
a primary challenge of SCM includes complexity:
Definition
The move towards globalization is increasing complexity in the supply chain
Term
CRM reporting technology
Definition
Help organizations identify their customers across other applications
Term
CRM analysis technologies
Definition
Help organization segment their customers into categories such as best and worst customers
Term
CRM predicting technologies
Definition
Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving
Term
the evolution of CRM (3 phases)
Definition
reporting-customer ID, asking what happened, analyzing-customer segmentation, asking why it happened, predicting-customer prediction, asking what will happen
Term
operational CRM
Definition
Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers
Term
analytical CRM
Definition
Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers
Term
The sales department was the first to begin developing CRM systems with sales force automation
Definition
a system that automatically tracks all of the steps in the sales process
Term
Three customer service operational CRM technologies
Definition
Contact center (call center)
Web-based self-service system (FedEx-tracking packages)
Call scripting system
Term
Common features included in contact centers
Definition
Automatic call distribution
Interactive voice response
Predictive dialing
Term
website personalization
Definition
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. These systems quickly aggregate, analyze, and disseminate customer information throughout an organization
Term
Analytical CRM relies heavily on:
Definition
data warehousing technologies and business intelligence to glean insights into customer behavior
Term
challenge to CRM
Definition
The customer is always right and now has more power than ever thanks to the Internet
Term
forward integration
Definition
takes info entered into a given system and sends it automatically to all downstream systems and processes
Term
backward integration
Definition
takes info entered into a given system and sends it automatically to all upstream systems and processes
Term
5 basic sc activities
Definition
plan, source, make, deliver, return
Term
an effective and efficient SCM can impact Porter's 5 Forces Model by:
Definition
decreasing the power of buyers, increase supplier power, increase buyer's witching cost, create entry barriers, increase efficiencies while seeking a competitive adv through cost leadership
Term
customer relationship mgmt (CRM)
Definition
means of 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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