1. Sixth Edition 1 M a n a g e m e n t I n f o r m a t i o n S y s t e m s M a n a g I n g I n f o r m a t i o n T e c h n o l o g y i n t h e E – B u s i n e s s E n t e r p r i s e Irwin/McGraw-Hill Copyright © 2004, The McGraw-Hill Companies, Inc. All rights reserved. C h a p t e r James A. O’Brien 6 Enterprise E-Business

2. Sixth Edition James A. O’Brien 2 M a n a g e m e n t I n f o r m a t i o n S y s t e m s Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Enterprise Resource Planning Systems Sales Distribution & Order Mgmt. Accounting and Finance Production Planning Human Resources Integrated Logistics Customer / Employee

3. Sixth Edition James A. O’Brien 3 M a n a g e m e n t I n f o r m a t i o n S y s t e m s Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Customer Relationship Management Sales Cross-Sell Up-Sell TeleSales Store Front and Field Service Marketing and Fulfillment Customer Service and Support Retention and Loyalty Programs Customer Contact Management

4. Sixth Edition James A. O’Brien 4 M a n a g e m e n t I n f o r m a t i o n S y s t e m s Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Supply Chain Management ScheduleMakeDeliver Transportation Planning Demand Planning Demand Planning Order Commitment Order Commitment Advance Scheduling Advance Scheduling Manufacturing Planning Manufacturing Planning Distribution Planning Distribution Planning Internetworked Supply Chain Management Supply Chain Life Cycle SCM Functional Processes SCM Integrated Solution Commit