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441 test 2
Undergraduate 2

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Application Cluster
Complex, cross-functional applications
An Application Cluster is TWO or more Enterprise Applications (e.g., the integration of ERP and CRM).
Enterprise Application
A cohesive set of business applications that facilitate a set of functional business areas (e.g., order mgt, inventory mgt, financials, etc.)
Process Transparency
Be able to give customer order status information at anytime during the process
Black Box Effect
a customer enters an order, but can’t access any status information related to that order.
360 Degree Customer View
Acquiring new customers
Stress convenience and innovation
Enhancing Existing Relationships
collect qualitative information about customers
Retaining customer relationships
Know the customer
Retain best ones, release bad ones
quantitative info, qualitative info
Clickstream Behavior
Transaction log for consumer from search engine to purchase
Electronic data interchange (EDI) is a document standard which when implemented acts as common interface between two or more computer applications in terms of understanding the document transmitted
Collaborative B2B eCommerce
the use of digital technologies to permit organizations to collaboratively design, develop, build, and manage products through their life cycle.
JIT (inventory term)
a production strategy that strives to improve a business return on investment by reducing in-process inventory and associated carrying costs
Franchising Implementation Strategy
Sort of a pilot strategyThis approach suits large or diverse companies that do not share many common processes across business units. Independent ERP systems are installed in each unit, while linking common processes, such as financial bookkeeping, across the enterprise. Usually, these implementations begin with a demonstration or pilot installation in a particularly open-minded and patient business unit where the core business of the corporation will not be disrupted if something goes wrong.
Big Bang Implementation Strategy
Immediate cutover. the adoption type of the instant changeover, when everybody associated with the new system moves to the fully functioning new system on a given date
RFID: Radio Frequency Identification
the wireless non-contact use of radio-frequency electromagnetic fields to transfer data, for the purposes of automatically identifying and tracking tags attached to objects.
Procurement (relative to Purchasing)
Purchasing is the actual buying of materials and activities directly associated with the purchasing process
Procurement includes purchasing as well as transportation, warehousing, and inbound logistics
Data Warehouse
Database that collects a firm’s transactional and customer data in a single location for offline analysis by marketers and site managers
Online Analytic processing; a means to analyze complex data along a more intuitive set of business rules and dimensions (e.g., profitability analysis by product, channel, geography, etc.). Less sophisticated users can perform their own analysis.
1. A. Define Customer-Relationship Management.
B. List and briefly discuss the five keys to successful CRM implementation.
A. CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Good customer relationships are at the heart of business success
B. The five keys to successful implementation are
1. develop your customer focused strategy first befor considering what kind of technology you need.
2. Break your CRM project down into manageable pieces by setting up pilot programs and short term milestones.
3. make sure your CRM plans include a scalable architecture framework.
4. don’t underestimate how much data you might collect and make sure that if you need to expand systems you’ll be able to.
5. Be thoughtful about what data you collect and store. No reason to store all data. Data can waste time and money.
2. A. Define Selling-Chain Management.
B. Why is managing the order acquisition process a universal business problem? And what are the five goals of Selling-Chain Management?
A. Selling chain management enables the development and successful deployment of large scale field sale solutions that focus on automating many order acquisition functions such as configuration, pricing, quoting, and service.
B. The order acquisition process is a universal business problem because it is more difficult to manage and more complex. There is a need for customized products and services, new distribution channels, and multiple pricing options.
Selling complex products requires dealing with two kinds of complexity, product complexity and needs complexity.
The goals of SECM are
1. Make it easier for the customer and have the customer control the interaction
2. Add value- Collaborate with the customer to ID value
3. Make it easy to customize products- Tie back- end to customization process
4. Increase sales force efficiency- trim sales cycle times (have necessary info)
5. Coordinate team selling- share info among sales force members.
3. A. Define/Explain Enterprise Resource Planning (ERP)
B. Briefly discuss at least FOUR of the hidden costs that are associated with ERP projects.
A system that integrates all aspects of a business, including planning, manufacturing, human resources, accounting, finance, sales, and marketing.
• Training
– Consistently underestimated
• Integration/Testing
– Testing: Need to run REAL data through it
• Customization
– Costly to modify core ERP software
• Data Conversion
– Need to integrate and get rid a redundancy
• Data Analysis
– Must be able to combine data from external resources
• Consulting Fees
– Uncertainty will eat you alive
• Keeping your staff
– Best will be exposed to other markets (i.e, consultants)
• Implementation teams
– Hotel California
• Waiting for ROI
– ROI is always delayed
• Post-ERP Depression
– Performance drops because of the new way of doing things
– e.g., Denver International Airport’s Automated Baggage System
4. A. Define Supply Chain Management.
B. What is the difference between a public and private B2B exchange? Which type of exchange (i.e., public vs. private) is a better fit for collaborative B2B interaction (Be sure to explain your answer)?
Supply chain management is a complex network of relationships that organizations maintain with trading partners to source, manufacture and deliver products by coordinating the material, information, and financial flows between and among all participating enterprises There are five main components of SCM.

Plan- monitor supply chain
Source- choose suppliers to deliver the goods to create their product.
Make- producing, testing and packaging
Deliver- logistics,
Return- reverse logistics
Public B2B commerce is transaction based, typically owned by industry consortia or independent investors. It is good for commodities and for unloading excess inventory.
Private B2B is relationship based, the largest form of B2B e commerce, more secure and fosters higher trust, and is used for preferred customers.
Private B2B is better fit for collaboration because information can be shared securely. The two companies can share their production information without sharing it with everyone.
5. A. List and number the steps (e.g., create online PO) involved in the Operating Resource Procurement requisitioning process discussed in the class.
B. Select three steps and discuss how each of them, if not configured/designed correctly, can introduce bottlenecks to the requisitioning process.
1. Log into browser
2. browse online supplier catalog
3. select product
4. get price quotation and availability check
5. create online PO
6. Get online approval
7. send PO to supplier for fulfillment
6. A. List and describe the three layers of the Knowledge-Management Architecture discussed in class. It might be helpful to provide an example of a technology/application that resides within each layer.
B. Using the Knowledge-Management Architecture, describe a scenario that illustrates how an organization can effectively leverage Knowledge Management to facilitate interactions with customers or suppliers.
Created by gathering and in business processes
Systems involved include paper records, spreadsheets, databases, forms and surveys, internet, social media, mobile.
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