Presentation on theme: "ERP, CRM, SCM Source: O’Brien, James. Introduction to Information Systems, 12e, 2005."— Presentation transcript:
1 ERP, CRM, SCMSource: O’Brien, James. Introduction to Information Systems, 12e, 2005
2 Enterprise Business Systems Enterprise Application ArchitectureSuppliersEmployeesPartner Relationship ManagementSelling – DistributionPartnersCollaboration – Decision SupportKnowledge ManagementSupply Chain ManagementSourcing - ProcurementEnterprise Resource PlanningInternal Business ProcessesPATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKUse the animated graphic to explain the component parts of an enterprise's architecture-ranging from suppliers to customers and employees to partners.Customer Relationship ManagementMarketing – Sales - ServiceCustomers
3 Enterprise Resource Planning The Technological Backbone of e-BusinessProductionPlanningIntegratedLogisticsSales,Distribution,OrderManagementCustomer/EmployeePATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKUse this animated graphic to explain the technological backbone of e-Business.The model puts the customer or employee at the center of the various activities that occur technologically within a business.Take the time to describe each of the functions represented by the wedges of the pie chart as they individually enter.Accountingand FinanceHumanResources
4 Enterprise Resource Planning The Business Value of ERPDemandPlanningManufacturingPlanningLogisticsPlanningDistributionPlanningOrderEntryEnterprise Resource PlanningPATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKUse the animated graphic to further explain the components and interrelationships in the Colgate-Palmolive ERP.MRPInboundInventoryPlant Mgmt.Purchasing& AccountsPayableManufacturing& ProductionSchedulingInventoryControl &WarehousingDistribution& AccountsReceivableSuppliersCustomersFinance and AccountingHuman Resources
5 Enterprise Resource Planning Benefits of ERPQuality and EfficiencyDecreased CostsDecision SupportEnterprise AgilityFailures in ERP Do ExistContinue the discussion of ERP citing the benefits that can be realized in quality, efficiency, and decreased costs.Explain how ERP can enhance enterprise agility.Make the point that failures do exist in ERP implementations.
6 Enterprise Resource Planning Causes of ERP FailuresUnderestimating the Complexity of Planning, Development, and Training NeededFailure to Involve Affected EmployeesTrying to do Too Much Too FastOver Reliance by Company on Claims of Software CompaniesContinue the discussion of ERP citing the reasons for failures.Underestimating the complexity of the project is a dominant theme.Of particular interest should be noted the lack of human participation and training so that they would buy into the changed process.
7 CRM: The Business Focus Supports an Integrated and Collaborative Relationship Between a Business and it’s CustomersAcquireEnhanceRetainCustomerLife CycleDirect MarketingCross-sell and Up-sellProactive ServiceCRM FunctionalSolutionsSales Force AutomationCustomer SupportPATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKThis animated graphic demonstrates how CRM functional solutions and a CRM integrated solution address the stages in a customer's life cycle.Take the time to explain each of the components and their actions.The InternetSharedCustomer DataCollaborativeServiceCRM IntegratedSolutionPartnerCompanyCustomer
8 CRM: The Business Focus CRM Uses IT to Create a Cross-Functional Enterprise SystemMarketing andFulfillmentCustomerService andSupportFaxSalesCross-SellUp-SellProspect orEmployeePATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKThis animated graphic demonstrates how CRM uses IT to create a cross-functional enterprise system.Explain each of the component parts and the roles they play.TelephoneWebRetentionand LoyaltyProgramsContact andAccountManagement
9 CRM: The Business Focus Benefits and Challenges of CRMIdentify and Target the Best CustomersCustomization and Personalization of Products and ServicesTrack Customer ContactsCRM Failures50% of Applications Fail to Meet Expectations20% of the Time CRM Damaged Customer RelationshipsLack of Understanding and Preparation is BlamedThis slide features the benefits and challenges of CRM along with problems of CRM failures.It was useful in targeting prime customers and personalizing products and services to them.CRM failures are significant in number and often are cited for damaging customer relationships.The case blames a lack of understanding for the failures.
10 CRM: The Business Focus Gevity HR and Monster.Com: Failures in CRM ImplementationEmployees Undercut the System Believing Their Jobs Threatened by CRM On-Line Customer Problem Solutions.Complex Installation Since it Touches So Many Legacy SystemsFailures Lead to Loss of Customer Goodwill and Business and Negatively Affects Employees AlsoMini-case on Gevity HR and Monster.com further examines failures in CRM implementation.Employees who felt threatened by CRM vigorously worked to sabotage its implementation.The failures very often led to a loss of customer good will and negatively affected the employees also.
11 CRM: The Business Focus Telstra Corporation: The Business Value of CRMProvides Fixed, Wireless, and e-Commerce Services to Customer Base in 19 CountriesOffers Voice, Data, Internet, Multimedia and Communications ServicesSought CRM Solution to Integrate More than 20 Core Legacy Databases Across the SystemBenefits Quickly FollowedReduced Training TimeThis mini-case on the Telstra Corporation shows how significant efficiencies and savings can be realized with CRM.Activities were integrated so that substantial benefits were realized.
12 SCM: The Business Network SCM Software Helps Firms Reengineer and Integrate The Functional SCM ProcessesCommitScheduleMakeDeliverSupply ChainLife CycleStrategic Sourcingand ProcurementForecast and Demand PlanningSCM FunctionalProcessesCustomer Order Fulfillment ServiceDistribution Network and Warehouse OperationsProductionLogisticsTransportation and ShipmentManagementPATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKThis animated graphic shows how SCM functional processes and an SCM integrated solution address the supply chain life cycle.Take the time to define and explain each of the component parts and their interrelationships.The InternetSharedMarket DataCollaborativeFulfillmentSCM IntegratedSolutionSupplierManufacturerRetailerCustomer
13 SCM: The Business Network Supply Chain Management : a top strategic objective for many firmsThe Right ProductsThe Right PlaceThe Right TimeIn the Proper QuantityAt an Acceptable CostIntroduce and define supply chain management.Demonstrate how SCM is designed to get the right product to the right place at the right time in the proper quantity at an acceptable cost.Point out the savings in inventory carrying costs including storage, handling, as well as money invested.
14 SCM: The Business Network Objectives of Supply Chain ManagementBusiness Value GoalsRapid Demand FulfillmentCollaborative SupplyChain Planning andExecutionCustomer Value GoalsGive customers what theywant, when and how theywant it, at the lowest costPATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKUse this animated graphic to demonstrate the objectives of supply chain management moving from Business Value Goals to Customer Value Goals.The component parts are self explanatory.InterenterpriseCoordination ofManufacturing andBusiness ProcessEffectiveDistribution andChannel PartnershipsResponsiveness andAccountabilityto Customers
15 SCM: The Business Network Objective of SCM Efficiently Manages this Process by:Forecasting DemandControlling InventoryEnhancing Business RelationshipsReceiving Feedback and Status of Every Link of the ChainContinue discussion of SCM explaining how its objectives are managed by the system.For example, forecasting demand, controlling inventory, etc., while receiving feedback at every step of the chain.
16 SCM: The Business Network Benefits and Challenges of SCMLack of Proper Planning Knowledge, Tools, and GuidelinesInaccurate Demand ForecastsLack of Adequate CollaborationSoftware Itself ImmatureChallenges of SCM include lack of proper planning knowledge, inaccurate demand forecast, lack of adequate collaboration, as well as the fact that the SCM software itself is immature.
17 Enterprise Application Integration EAI Software Connects Major e-Business Applications Like CRM and ERPEnterpriseApplicationIntegrationFront-OfficeCRM ApplicationsCustomer ServiceField ServiceProduct ConfigurationSales Order EntryBack-OfficeERP ApplicationsDistributionManufacturingSchedulingFinancePATIENTLY ALLOW TIME FOR ANIMATIONS TO WORKThis animated graphic is designed to show enterprise application integration.The integration occurs in the example between front-office CRM applications and back-office ERP applications.EAI