MIS 327 Chapter 2 Review: Key Words: back office bullwhip effect business functions business processes business rules buyer power churn rate competitive advantage competitive intelligence customer relationship management customer relationship management system (CRM) distribution chain document management system downstream entry barrier front office fulfillment IT culture Just-In-Time inventory (JIT) logistics loss leader loyalty programs metric pull-production push-production reverse logistics rivalry (among competitors) sales force automation substitute goods supplier power supply chain management supply chain management system (SCM) switching costs upstream value added value chain workflow workflow management system Understand the concepts of: The concepts of SCM and what information they might deliver. Know what upstream, downstream, logistics, reverse logistics, bullwhip effect, etc. mean in relation to SCM The strategic and competitive opportunities with SCM The concepts of CRM and what information they might deliver. What are metrics? What are some that you might find in an SCM or CRM? What is the difference between push-production and pull-production? Be prepared to explain in detail. Know the three (3) different types of logistics (inbound, outbound, internal). Understand Porters Competitive Forces (5-Forces) model. Know all of its components and how they relate to each other in detail. How does this help in strategic analysis? Know Porters three (3) business strategies (focus, cost leadership, differentiation) and how they are different from each other. How can each help a company obtain a competitive advantage? What is a value chain and what does “value added” mean? Understand the general concepts of workflow management and document management systems What is IT culture?