1. Getting and using Data: Scorecarding, RFID, and CRM. Tools: Computers and IT. VB, VBA, Excel,.NET, Etc. Humans: Multiple ways to make decisions. Algorithms: Math/Flow Chart stuff that helps the tools help the humans make decisions. DSS Data: Facts pertinent to the decision at hand.

2. Balanced Scorecard The concept originated with 12 companies in a study group lead by Robert Kaplan of Harvard University Used by a majority fortune 500, Government, non-profit enterprises Focuses on outcomes/results -not activities Looks at five performance areas rather than a single, traditional bottom line Source: Professor William Qualls, University of Illinois

3. 5 primary areas of performance focus... Customer Management Perspective - “To achieve our vision, how must we look to our customers & constituents?” Internal Operations Perspective - “To satisfy our customers, what management processes must we excel at?” Organizational Learning and Innovation Perspective - “To achieve our vision, how must our university learn and improve?” Financial Management Perspective - “If we succeed, how will we look to our constituents?” Employee Empowerment & Management - “How will we reward performance and provide for learning?” Source: Professor William Qualls, University of Illinois

4. Benefits of A BALANCED SCORECARD Clarifies a firm’s Vision Provides balanced assessment & accountability at all levels Creates alignment of strategic operating priorities with results Supplies strategic feedback & key learnings Links rewards to performance outcomes Accelerates organizational change Source: Professor William Qualls, University of Illinois

5. RFID Short for radio frequency identification, a technology similar in theory to bar code identification. With RFID, the electromagnetic or electrostatic coupling in the RF portion of the electromagnetic spectrum is used to transmit signals. An RFID system consists of an antenna and a transceiver, which read the radio frequency and transfer the information to a processing device, and a transponder, or tag, which is an integrated circuit containing the RF circuitry and information to be transmitted.

6. RFID RFID systems can be used just about anywhere, from clothing tags to missiles to pet tags to food -- anywhere that a unique identification system is needed. The tag can carry information as simple as a pet owners name and address or the cleaning instruction on a sweater to as complex as instructions on how to assemble a car. Some auto manufacturers use RFID systems to move cars through an assembly line. At each successive stage of production, the RFID tag tells the computers what the next step of automated assembly is.

7. RFID One of the key differences between RFID and bar code technology is RFID eliminates the need for line-of-sight reading that bar coding depends on. Also, RFID scanning can be done at greater distances than bar code scanning. High frequency RFID systems (850 MHz to 950 MHz and 2.4 GHz to 2.5 GHz) offer transmission ranges of more than 90 feet, although wavelengths in the 2.4 GHz range are absorbed by water (the human body) and therefore has limitations. RFID is also called dedicated short range communication (DSRC). Source (this slide and previous 2): Webopedia.com

8. RFID

9. CRM Short for customer relationship management. CRM entails all aspects of interaction a company has with its customer, whether it be sales or service related. Computerization has changed the way companies are approaching their CRM strategies because it has also changed consumer buying behavior. With each new advance in technology, especially the proliferation of self-service channels like the Web and WAP phones, more of the relationship is being managed electronically. Organizations are therefore looking for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, e-mail organizers and Web development apps. Source: Webopedia.com

10. EVOLUTION OF CRM 1980’S Focus on Data Mining and Direct Marketing was the outcome 1990’S Focus on loyalty programs 2000’S+ DATABASE MARKETING RELATIONSHIP MARKETING CUSTOMER RELATIONSHIP MARKETING Source: Professor William Qualls, University of Illinois

11. GOALS OF CRM Provide better customer service Cross sell products more effectively Helps sales staff Simplify marketing and sales processes Discover new customers and new customer needs Increase customer revenue Increasingly, companies are moving from “the customer is always rights” to “which customers generate the most revenue”.