Matakuliah
Tahun
Versi
: M0284/Teknologi & Infrastruktur E-Business
: 2005
: <<versi/revisi>>
Pertemuan 26
Packaged Solution for E-Business
1
Learning Objectives
• Use a coordination theory framework to specify
the role of IT in e-business
• Explain the nature of enterprise resource
planning systems
• Appreciate the role of ERP as the platform for ebusiness activities
• Understand inter-enterprise systems such as
supply chain management (SCM) software
• Describe the functionality of customer
relationship management (CRM)
2
Overview
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A coordination theory framework
Evolution of ERP systems
Why ERP systems?
Logic of ERP systems?
Supply Chain Management software
Customer Relationship Management
3
Supply Chain Management
• Two sides of supply chain management
4
Goals of SCM
• Minimize costs related to shipment,
production and storage efficiency in
coordination theory
• Maximize business value by being able to
respond quickly and flexibly to changing
market conditions
– flexibility in coordination theory
5
Informational/ Decision-making structure of SCM
6
IT Platform of SCM
• Electronic Data Interchange (EDI) based
IT platform is text-based, uses proprietary
technology and uses 1-1 connection
7
Developing IT Platform for SCM
8
Span and Depth of new IT Platform
9
M-M Communication in new IT Platform
10
Interactions on new IT Platform
11
Customer Relationship Management
• Drivers
– competition
• Goal
– profits through developing customer
relationship equity provide “delightful”
experience, assurance of individualized
service
• Activities
– Marketing
– Sales
– Customer Service
12
Goals of CRM Software
• Data Collection: Automate the process of
collection of customer-related data
• Data Analysis: Identify high-value
customers and help design services to
them so as to maximize profits and
improve relationship
13
CRM Life Cycle
14
CRM Activities
• Sales Force Automation
• Marketing Automation
• Customer Service and Support
Applications
15