1. Chapter 12 – Information Systems, First Edition John Wiley & Sons, Inc
by France Belanger and Craig Van Slyke
Contributor: Brian West, University of Louisiana at Lafayette
Copyright 2012 John Wiley & Sons, Inc.

2. Practice: Focus Story Discussion
What do you believe are the key success factors for the supply chain implementation at Wal-Mart? What would be those factors for other companies trying to imitate Wal-Mart’s supply chain efforts?
What is your assessment of Wal-Mart’s move into RFID technology as a leader? Could there be an issue being at the leading edge of technology?
How can technology be used to help Wal-Mart in its next endeavor – its green supply chain?
Copyright 2012 John Wiley & Sons, Inc.

3. Copyright 2012 John Wiley & Sons, Inc.
Practice
Learning Activity 12.1 (p. 256) One of the most popular enterprise systems in organizations is Enterprise Resource Planning (ERP). Identify the components of an ERP system offered by the one of the larger companies such as SAP, Oracle PeopleSoft, or Microsoft Dynamics.
Copyright 2012 John Wiley & Sons, Inc.

4. Copyright 2012 John Wiley & Sons, Inc.
Enterprise Systems
Hierarchal Prospective
Functional Perspective
Process Prospective
Copyright 2012 John Wiley & Sons, Inc.

5. Copyright 2012 John Wiley & Sons, Inc.
Enterprise Systems
Strategic Information System
Tactical Information System
Operational Information System
Figure 12.3-Hierarchical Information Systems
Copyright 2012 John Wiley & Sons, Inc.

6. Enterprise Resource Planning (ERP)
Data integration
Module based
Centralized database
Customizable
Figure 12.2-ERP Shared Database
Copyright 2012 John Wiley & Sons, Inc.

7. Copyright 2012 John Wiley & Sons, Inc.
Practice
Learning Activity 12.2 (p. 264)
Supply chain systems are very important enterprise systems for organizations who must receive raw materials or products needed for their manufacturing or resale operations
How does information impact your supply chain decisions?
How could information systems help with the information needs of managing a supply chain?
Copyright 2012 John Wiley & Sons, Inc.

8. Supply Chain Management (SCM)
SCM can also improve a company’s product flow, information flow, and financial flow
Upstream Downstream
Figure Traditional Supply Chain
Copyright 2012 John Wiley & Sons, Inc.

9. Copyright 2012 John Wiley & Sons, Inc.
Practice
Learning Activity 12.3 (p. 267)
Review Salesforce.com or Microsoft Dynamics’ CRM Demo
What are the purposes of a CRM?
What are the various types of tasks that can be accomplished with a CRM?
Who benefits from a CRM system?
What are the benefits for each stakeholder?
What types of companies should have a CRM? Why?
Copyright 2012 John Wiley & Sons, Inc.

10. Customer Relationship Management (CRM)
CRM Components
Operational
Collaborative
Analytical
Copyright 2012 John Wiley & Sons, Inc.

11. Customer Service Lifecycle
Engage
Transact
Fulfill
Service
Figure Customer Service Life Cycle
Copyright 2012 John Wiley & Sons, Inc.

12. Copyright 2012 John Wiley & Sons, Inc.
Practice
Learning Activity 12.4 (p. 270)
Identify the process for returning an item to Amazon.com
How difficult was it to find the information needed?
How difficult do you think it would be to actually complete return?
How likely are you to use this self-servicing application (Return Center) instead of calling someone at Amazon? Why?
What are the benefits to customers of self-servicing CRM applications?
What are the benefits to companies of self-servicing CRM applications?
Copyright 2012 John Wiley & Sons, Inc.

13. Customer Managed Interactions (CMI)
Some acquisitions and customer activities that are unforeseeable unless the customer tells the company about it
Wishlists at Amazon.com or Target.com
Copyright 2012 John Wiley & Sons, Inc.

14. Copyright 2012 John Wiley & Sons, Inc.
All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.
Copyright 2012 John Wiley & Sons, Inc.