Presentation on theme: "Electronic Business Systems"— Presentation transcript:
1 Electronic Business Systems Dr Mohammad Nabil Almunawar
2 Learning ObjectivesIdentify cross-functional E-Business systems and give examples of how they can provide significant business value to a company and its customers and business partners.Give examples of how Internet and other information technologies support business processes within the business functions of accounting, finance, human resource management, marketing, and production and operations management.
3 E-BusinessE-business is the use of computer networks and IT to support business (transactions, communication and collaboration, business process).
5 Enterprise Resource Planning (ERP) ERP is a cross-functional enterprise system that serve as a framework to integrate and automate of many business process.ERP is a backbone of E-Business.ERP software is a family of office process. For example, ERP for a manufacturing company will typically track the status of sales, inventory, shipping, invoicing forecast raw material, etc.ERP is recognized as a necessary ingredient for the efficiency, agility, and responsiveness to customers and suppliers in the competitive environment.
6 Business Value of ERPERP creates a framework for integrating and improving back-office systems that results in major improvement in customer service, production and distribution efficiency.ERP provides vital cross-functional information quickly on business performance to managers to significantly improve their ability to make better business decisions across the enterprise.
7 Customer Relationship Management (CRM) It costs 6 times more to sell to a new customer than to sell to the existing one.A typical dissatisfied customer will tell to 10 people about his/her experience.A company can boost its profits 85% by increasing its annual customer retention by only 5%.The odds of selling a product to a new customer are 15%, whereas the odds of selling a product to an existing customer are 15%.70% of complaining customers will do business with the company again if it quickly takes case of a service snafu.More than 90% of existing companies don’t have the necessary sales service integration to support E-commerce.
8 CRMCRM uses IT to create a cross-functional enterprise system that integrate and automate many customer serving process in sale, marketing, and product services.CRM software provides tools that enable a business and its employees to provide fast, convenient, dependable, and consistent service to customers.A typical CRM software includes sales, direct marketing and fulfillment and customer service & support.
10 Business Value of CRMAllows business to identify and target their best customerEnables real-time customisation and personalisation of products and services.Keeps track when customers contact the company regardless of the contact point.Enable company to provide consistent customer experience and superior service and support all contact points a customer chooses.
11 Cross-Functional Integrated Systems Front OfficeApplicationsCRM ApplicationCustomer ServiceField ServiceSales OrderProduct ConfigBack OfficeERP ApplicationDistributionManufacturingSchedulingFinanceEnterpriseApplicationIntegrationEnterprise ApplicationClusterCustomersSuppliersBusiness Partners
13 Online Transaction Processing Transactions are events that occur as part of doing business such as sales, purchases, deposits, withdrawals, refunds, and payments.Transaction processing are cross functional information systems that process data resulting from the occurrence of business transactions.Online transaction processing systems play strategic role in e-commerce.
22 Financial Information Systems PlanningCashManagementInvestmentCapitalBudgeting
23 SummaryThe E-Business Application Architecture reflects the key E-Business applications and their interrelationships.Cross-functional enterprise applications cross the boundaries of traditional business functions. These systems focus on supporting integrated clusters of business processes.Supply Chain Management relies on information technology and management practices to optimize information and product flows among the processes and business partners within the supply chain.A transaction processing system is an information system that processes data resulting from the occurrence of business transactions.
24 Summary (cont)Traditional functional business systems support specific business functions including marketing, accounting, finance, production/operations, and human resource management.Marketing information systems support traditional and E-commerce processes and management of the marketing function.Computer-based manufacturing systems help a company simplify, automate, and integrate many of the activities needed to quickly produce high-quality products to meet changing customer demands.Human resource information systems support human resource management in organizations.Several different types of electronic payment systems are used to support E-Commerce transactions.