Term
| enterprise resource planning (ERP) |
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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 |
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Term
| reasons ERP systems are powerful tools |
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Definition
| its a logical solution to incompatible applications, addresses global information sharing and reporting, avoids the pain and expense of fixing legacy systems |
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Term
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Definition
| systems collect data from across an organization and correlates the data generating an enterprisewide view |
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Term
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Definition
| Traditional components included in most ERP systems and they primarily focus on internal operations. ex: acct & finance, HR, production & materials mgmt. |
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Term
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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 |
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Term
| production and materials mgmt ERP component |
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Definition
| 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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Term
| elogistics vs. eprocurement |
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Definition
| manages the transportation and storage of goods vs. the B2B online purchase and sale of supplies and services |
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Term
| integrating SCM, CRM & ERP |
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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 |
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Term
| ERP systems contain multiple complex components that are expensive to purchase and to implement. the biggest challenge of ERP is cost, which include: |
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Definition
| software, consulting fees, hardware expenses and training fees. |
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Term
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Definition
| Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems |
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Term
| 2 methods of integration are: |
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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 |
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Term
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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 |
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Term
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Definition
| Several different types of software that sit between and provide connectivity for two or more software applications. translates info between disparate systems |
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Term
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Definition
| 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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Term
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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 |
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Term
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Definition
| The ability to view all areas up and down the supply chain in real time; eliminates the bullwhip effect |
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Term
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Definition
| Occurs when distorted product demand information ripples from one partner to the next throughout the supply chain |
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Term
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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 |
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Term
| Common supply chain metrics include |
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Definition
Back order
Inventory cycle time
Customer order cycle time
Inventory turnover |
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Term
| a primary challenge of SCM includes cost: |
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Definition
| An SCM system can cost millions of dollars for the software and millions more for help implementing the system |
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Term
| a primary challenge of SCM includes complexity: |
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Definition
| The move towards globalization is increasing complexity in the supply chain |
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Term
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Definition
| Help organizations identify their customers across other applications |
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Term
| CRM analysis technologies |
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Definition
| Help organization segment their customers into categories such as best and worst customers |
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Term
| CRM predicting technologies |
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Definition
| Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving |
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Term
| the evolution of CRM (3 phases) |
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Definition
| reporting-customer ID, asking what happened, analyzing-customer segmentation, asking why it happened, predicting-customer prediction, asking what will happen |
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Term
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Definition
| Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers |
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Term
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Definition
| Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers |
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Term
| The sales department was the first to begin developing CRM systems with sales force automation |
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Definition
| a system that automatically tracks all of the steps in the sales process |
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Term
| Three customer service operational CRM technologies |
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Definition
Contact center (call center)
Web-based self-service system (FedEx-tracking packages)
Call scripting system |
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Term
| Common features included in contact centers |
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Definition
Automatic call distribution
Interactive voice response
Predictive dialing |
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Term
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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 |
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Term
| Analytical CRM relies heavily on: |
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Definition
| data warehousing technologies and business intelligence to glean insights into customer behavior |
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Term
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Definition
| The customer is always right and now has more power than ever thanks to the Internet |
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Term
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Definition
| takes info entered into a given system and sends it automatically to all downstream systems and processes |
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Term
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Definition
| takes info entered into a given system and sends it automatically to all upstream systems and processes |
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Term
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Definition
| plan, source, make, deliver, return |
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Term
| an effective and efficient SCM can impact Porter's 5 Forces Model by: |
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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 |
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Term
| customer relationship mgmt (CRM) |
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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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