History of IS within Organizations

Problems of Functional Systems

Electronic Business * E-Commerce (Chapter 8) the buying and selling , marketing and servicing, delivery and payment of products, services, and information over the Internet, intranets, extranets, and other networks between customers, suppliers, and other business partners. E-Business – includes E-commerce plus the on-line exchange of information. Collaboration and communication Web-enabled business processes

Enterprise Application Architecture *

System Software Vendors Customers Enterprise Resources Products $ $ SCM Baan i2Tech Manugistics Oracle SAP ERP Baan Oracle SAP CRM Kana Siebel SAP Oracle Clarify Pivotal

Enterprise Architecture (1) Facilitate change management by linking strategic requirements to systems that support them and by linking the business architecture to application architecture. Enable strategic information to be consistently and accurately derived from operational data startsmarts and zero delta...

Enterprise Architecture (2) Promote data sharing in hopes of reducing data redundancy and maintenance costs Improve productivity through component and service development, management and reuse Reduce software development cycle time by providing tools, models, catalogs of services, etc

Enterprise Architecture (3) Rigorous and standardized way to evaluate commercial products and services Construct the extended enterprise where customers and business partners interact electronically. Unify regulatory and legal compliance efforts Gain discipline around common IT security practices

THE CONNECTED CORPORATION General audience and purpose of SCM, CRM and ERP

THE CONNECTED CORPORATION Data points where SCM, CRM, and ERP integrate

THE CONNECTED CORPORATION At the heart of all ERP systems is a database, when a user enters or updates information in one module, it is immediately and automatically updated throughout the entire system

CUSTOMER RELATIONSHIP MANAGEMENT’S EXPLOSIVE GROWTH Forecasts for CRM Spending (in billions)

CUSTOMER RELATIONSHIP MANAGEMENT’S EXPLOSIVE GROWTH CRM Business Drivers

Customer Relationship Management Systems (CRM) CRM uses technology to create a cross-functional enterprise system. Integrates and automates many of the processes in sales, marketing and customer service that interact with customers. Operational CRM – supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers Analytical CRM – supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Analytical CRM

Operational CRM supports customer life cycle

USING IT TO DRIVE ANALYTICAL CRM Personalization – when a Web site knows enough about a persons likes and dislikes that it can fashion offers that are more likely to appeal to that person Analytical CRM relies heavily on data warehousing technologies and business intelligence to glean insights into customer behavior These systems quickly aggregate, analyze, and disseminate customer information throughout an organization

ERP application components Enterprise resource planning – integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make decisions by viewing information on all business operations

Costs of implementing a new ERP *

BASICS OF SUPPLY CHAIN Organizations must embrace technologies that can effectively manage supply chains

Electronic Data Interchange * EDI - The automatic electronic exchange of standard business documents between computers of different organizations.

Marketing Information Systems Interactive marketing Interactive marketing:

HRM Systems

Accounting Information Systems *

Financial Management System Examples