chapter 12 Integrating the Organization from End to End – Enterprise Resource Planning

back bones of ERP systems is a database, when a user enters or updates information in one module, it is immediately and automatically updated throughout the entire system.

Integration Tools

Many companies purchase modules from an ERP vendor, an SCM vendor, and a CRM 

vendor and must integrate the different modules together

–Middleware – several different types of software which sit in the middle of and 

provide connectivity between two or more software applications

–Enterprise application integration (EAI) middleware – packages together 

commonly used functionality which reduced the time necessary to develop 

solutions that integrate applications from multiple vendors

Enterprise Resource Planning (ERP)

ERP systems must integrate various organization processes and be:

–Flexible

–Modular and open

–Comprehensive

–Beyond the company

chapter 11 Building a Customer-Centric Organization – Customer Relationship Management

Customer Relationship Management (CRM)
CRM enables an organization to:

–Provide better customer service

–Make call centers more efficient

–Cross sell products more effectively

–Help sales staff close deals faster

–Simplify marketing and sales processes

–Discover new customers

–Increase customer revenues

The Evolution of CRM

•CRM reporting technology – 

help organizations identify their customers across other 

applications

•CRM analysis technologies – 

help organization segment their customers into categories 

such as best and worst customers

•CRM predicting technologies – 

help organizations make predictions regarding customer 

behavior such as which customers are at risk of leaving

chapter 10 Extending the Organization – Supply Chain Management

Supply Chain Management have five basic component, 

which are:

 Ø  Plan is about what you want to achieve or do in future?? What your 

        objectives or strategies?? What method you used??

 Ø  Source - look for suitable supplier that offered good service.

 Ø  Make - step where the company manufacture their product.

 Ø  Deliver - in this step, when company receive order from customer,they 

       must be able to fulfill the order.

 Ø  Return - is when the good is damage and have to return it to the retailer.

Supply Chain Management Success Factors

 o   Make the sale to suppliers 

 o   Wean employees off traditional business practices

 o   Ensure the SCM system supports the organizational goals

 o   Deploy in incremental phases and measure and communicate success

 o   Be future oriented

chapter 9 Enabling the Organization – Decision Making

Decision Making

•Reasons for the growth of decision-making information systems

–People need to analyse large amounts of information

–People must make decisions quickly

–People must apply sophisticated analysis techniques, such as modeling and forecasting, to make good decisions

–People must protect the corporate asset of organizational information

Transaction processing system - the basic business system that

 serves the operational level (analysts) in an organization

Onlines transaction processing (OLTP) – the capturing of 

transaction and event information using technology to 

(1) process the information according to defined business rules, 

(2) store the information, 

(3) update existing information to reflect the new information

Onlines analytical processing (OLAP) – the manipulation of 

information to create business intelligence in support of strategic 

decision making.