1. 1 Pertemuan 26 Packaged Solution for E-Business Matakuliah: M0284/Teknologi & Infrastruktur E-Business Tahun: 2005 Versi: >

2. 2 Learning Objectives Use a coordination theory framework to specify the role of IT in e-business Explain the nature of enterprise resource planning systems Appreciate the role of ERP as the platform for e- business activities Understand inter-enterprise systems such as supply chain management (SCM) software Describe the functionality of customer relationship management (CRM)

3. 3 Overview A coordination theory framework Evolution of ERP systems Why ERP systems? Logic of ERP systems? Supply Chain Management software Customer Relationship Management

4. 4 Supply Chain Management Two sides of supply chain management

5. 5 Goals of SCM Minimize costs related to shipment, production and storage efficiency in coordination theory Maximize business value by being able to respond quickly and flexibly to changing market conditions –flexibility in coordination theory

6. 6 Informational/ Decision-making structure of SCM

7. 7 IT Platform of SCM Electronic Data Interchange (EDI) based IT platform is text-based, uses proprietary technology and uses 1-1 connection

8. 8 Developing IT Platform for SCM

9. 9 Span and Depth of new IT Platform

10. 10 M-M Communication in new IT Platform

11. 11 Interactions on new IT Platform

12. 12 Customer Relationship Management Drivers –competition Goal –profits through developing customer relationship equity provide “delightful” experience, assurance of individualized service Activities –Marketing –Sales –Customer Service

13. 13 Goals of CRM Software Data Collection: Automate the process of collection of customer-related data Data Analysis: Identify high-value customers and help design services to them so as to maximize profits and improve relationship

14. 14 CRM Life Cycle

15. 15 CRM Activities Sales Force Automation Marketing Automation Customer Service and Support Applications