1. ERP, CRM, SCM
Source: O’Brien, James. Introduction to Information Systems, 12e, 2005

2. Enterprise Business Systems
Enterprise Application Architecture
Suppliers
Employees
Partner Relationship Management
Selling – Distribution
Partners
Collaboration – Decision Support
Knowledge Management
Supply Chain Management
Sourcing - Procurement
Enterprise Resource Planning
Internal Business Processes
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
Use the animated graphic to explain the component parts of an enterprise's architecture-ranging from suppliers to customers and employees to partners.
Customer Relationship Management
Marketing – Sales - Service
Customers

3. Enterprise Resource Planning
The Technological Backbone of e-Business
Production
Planning
Integrated
Logistics
Sales,
Distribution,
Order
Management
Customer/
Employee
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
Use 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.
Accounting
and Finance
Human
Resources

4. Enterprise Resource Planning
The Business Value of ERP
Demand
Planning
Manufacturing
Planning
Logistics
Planning
Distribution
Planning
Order
Entry
Enterprise Resource Planning
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
Use the animated graphic to further explain the components and interrelationships in the Colgate-Palmolive ERP.
MRP
Inbound
Inventory
Plant Mgmt.
Purchasing
& Accounts
Payable
Manufacturing
& Production
Scheduling
Inventory
Control &
Warehousing
Distribution
& Accounts
Receivable
Suppliers
Customers
Finance and Accounting
Human Resources

5. Enterprise Resource Planning
Benefits of ERP
Quality and Efficiency
Decreased Costs
Decision Support
Enterprise Agility
Failures in ERP Do Exist
Continue 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 Failures
Underestimating the Complexity of Planning, Development, and Training Needed
Failure to Involve Affected Employees
Trying to do Too Much Too Fast
Over Reliance by Company on Claims of Software Companies
Continue 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 Customers
Acquire
Enhance
Retain
Customer
Life Cycle
Direct Marketing
Cross-sell and Up-sell
Proactive Service
CRM Functional
Solutions
Sales Force Automation
Customer Support
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
This 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 Internet
Shared
Customer Data
Collaborative
Service
CRM Integrated
Solution
Partner
Company
Customer

8. CRM: The Business Focus
CRM Uses IT to Create a Cross-Functional Enterprise System
Marketing and
Fulfillment
Customer
Service and
Support
Fax
Sales
Cross-Sell
Up-Sell
Prospect or
Employee
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
This 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.
Telephone
Web
Retention
and Loyalty
Programs
Contact and
Account
Management

9. CRM: The Business Focus
Benefits and Challenges of CRM
Identify and Target the Best Customers
Customization and Personalization of Products and Services
Track Customer Contacts
CRM Failures
50% of Applications Fail to Meet Expectations
20% of the Time CRM Damaged Customer Relationships
Lack of Understanding and Preparation is Blamed
This 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 Implementation
Employees Undercut the System Believing Their Jobs Threatened by CRM On-Line Customer Problem Solutions.
Complex Installation Since it Touches So Many Legacy Systems
Failures Lead to Loss of Customer Goodwill and Business and Negatively Affects Employees Also
Mini-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 CRM
Provides Fixed, Wireless, and e-Commerce Services to Customer Base in 19 Countries
Offers Voice, Data, Internet, Multimedia and Communications Services
Sought CRM Solution to Integrate More than 20 Core Legacy Databases Across the System
Benefits Quickly Followed
Reduced Training Time
This 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 Processes
Commit
Schedule
Make
Deliver
Supply Chain
Life Cycle
Strategic Sourcing
and Procurement
Forecast and Demand Planning
SCM Functional
Processes
Customer Order Fulfillment Service
Distribution Network and Warehouse Operations
Production
Logistics
Transportation and Shipment
Management
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
This 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 Internet
Shared
Market Data
Collaborative
Fulfillment
SCM Integrated
Solution
Supplier
Manufacturer
Retailer
Customer

13. SCM: The Business Network
Supply Chain Management : a top strategic objective for many firms
The Right Products
The Right Place
The Right Time
In the Proper Quantity
At an Acceptable Cost
Introduce 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 Management
Business Value Goals
Rapid Demand Fulfillment
Collaborative Supply
Chain Planning and
Execution
Customer Value Goals
Give customers what they
want, when and how they
want it, at the lowest cost
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
Use 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.
Interenterprise
Coordination of
Manufacturing and
Business Process
Effective
Distribution and
Channel Partnerships
Responsiveness and
Accountability
to Customers

15. SCM: The Business Network
Objective of SCM Efficiently Manages this Process by:
Forecasting Demand
Controlling Inventory
Enhancing Business Relationships
Receiving Feedback and Status of Every Link of the Chain
Continue 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 SCM
Lack of Proper Planning Knowledge, Tools, and Guidelines
Inaccurate Demand Forecasts
Lack of Adequate Collaboration
Software Itself Immature
Challenges 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 ERP
Enterprise
Application
Integration
Front-Office
CRM Applications
Customer Service
Field Service
Product Configuration
Sales Order Entry
Back-Office
ERP Applications
Distribution
Manufacturing
Scheduling
Finance
PATIENTLY ALLOW TIME FOR ANIMATIONS TO WORK
This 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