Information Technology for Management
Current Technologies
ERP
CRM
SCM
1
ERP
• A business management system that integrates
all facets of the business, including planning,
manufacturing, sales, and marketing.
• As the ERP methodology has become more
popular, software applications have emerged to
help business managers implement ERP in
business activities such as inventory control,
order tracking, customer service, finance and
human resources
2
IT Bridges Information Gap
Logistics
Resource
Maintenance
Management
Human
Resource
Finance
Sales &
Distribution
Enterprise Resource
Planning System
Materials
Management
Manufacturing
Quality
Management
Strategic &
Operation Planning
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An example: order fulfillment
Before ERP
Sales
Production Logistics
Billing
Order
Problems:
Delays, lost orders, keying into different computer
systems invites errors
An example: order fulfillment
With ERP
Data
Analysis
Service
Finance
Manufacturing
Sales
E
Human
R
Resources P
Inventory
& Supply
Market Share Of ERP Providers
SAP, 16.86%
People Sof t, 5.71%
Oracle, 5.26%
McKesson, 4.86%
J D Edw ards, 3.54%
Misys, 2.80%
BaaN, 2.74%
GEAC, 2.63%
JBA, 2.11%
SSA, 1.37%
Others, 52.11%
SAP
People Soft
Oracle
McKesson
J D Edwards
BaaN
GEAC
JBA
SSA
Others
Misys
CRM
• Customer Relationship
Management
• Gain more control in
interaction with customers
• Manage expectations better
• Understand what customers
really want
• Provide products that better
serve customers
• Increase trust
• Competitive advantage
7
Customer Lifecycle Care
8
The Benefits of
Customer Relationship Management
• In addition to LTV of the customer, likelihood to
recommend is another important benefit of
CRM.
Acquisition
Retention
Lift/upsell
Total
Perceived
Value
Likelihood to
Recommend
9
SCM
• Materials are any commodities used directly or
indirectly in producing a product or service.
– Raw materials, component parts, assemblies, and supplies
• A supply chain is the way materials flow through
different organizations from the raw material supplier
to the finished goods consumer
• Supply chain management (SCM) is the process of
planning, implementing, and controlling the operations
of the supply chain with the purpose to satisfy
customer requirements as efficiently as possible.
10
The Supply Chain
with Technology
Market research data
scheduling information
Engineering and design data
Order flow and cash flow
Supplier
Inventory
Supplier
CRM
Customer
Ideas and design to
satisfy end customer
Material flow
Credit flow
Customer
Manufacturer
Inventory
Supplier
JIT
Inventory
B2C
ERP
B2B
Distributor
Customer
Inventory
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