Matakuliah
Tahun
Versi
: J0454 / Sistem Informasi Manajemen
: 2006
:1/1
Pertemuan 15 & 16
Electronic Business System
1
Learning Outcomes
Pada akhir pertemuan ini, diharapkan mahasiswa
akan mampu :
• Mahasiswa akan dapat menguraikan
konsep dan aplikasi manajemen bisnis
secara online  C3
2
Outline Materi
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Enterprise Business System
CRM
SCM
Functional Business System
Marketing Systems
Human Resource Systems
3
Enterprise
Business Systems
New Product
Development Process
Customer Market Market Component Product Product
Release
Test
Design
Feedback Research Test
Marketing
R&D/Engineering
Process Equipment Production
Start
Design
Design
Manufacturing
4
Enterprise
Business Systems
Enterprise Application Architecture
Enterprise Resource Planning
Internal Business Processes
Customer Relationship Management
Marketing – Sales - Service
Partners
Supply Chain Management
Sourcing - Procurement
Partner Relationship Management
Selling – Distribution
Knowledge Management
Collaboration – Decision Support
Employees
Suppliers
Customers
5
Enterprise
Business Systems
IBM Corporation: Global CrossFunctional Enterprise
Systems
• Created
Real-time Configure-to-Order
System
• Enterprise e-Business Systems Need Endto-End Connectivity:
– Across Different Processes
– From Legacy Systems to its Suppliers,
Customers and Partners
• Orders by Customers Travel Great Global
Distances
• Systems Update Order Status
• Communicate with Other Systems-Real
Time
6
• Orders Zip Across Atlantic Average 4 Times
Enterprise
Resource Planning
The Technological
Backbone of e-Business
Production
Planning
Sales,
Distribution,
Order
Management
Integrated
Logistics
Customer/
Employee
Human
Resources
Accounting
and Finance
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Enterprise
Resource Planning
Colgate-Palmolive: The
Business Value of ERP
• Use of Software across the
Entire Spectrum of the Business
• Activities That Once Took Days
now Take Hours
• On-Time and Correctness of
Deliveries Improved Significantly
• Inventories Reduced by 1/3 and
Realized Meaningful Cost
Savings
Graphically…
8
Enterprise
Resource Planning
Colgate-Palmolive: The
Business Value of ERP
Demand
Planning
Manufacturing
Planning
Logistics
Planning
Distribution
Planning
Order
Entry
Purchasing
& Accounts
Payable
MRP
Inbound
Inventory
Plant Mgmt.
Manufacturing
& Production
Scheduling
Inventory
Control &
Warehousing
Distribution
& Accounts
Receivable
Customers
Suppliers
Enterprise Resource Planning
Finance and Accounting
Human Resources
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Enterprise
Resource Planning
Benefits of ERP
• Quality and Efficiency
• Decreased Costs
• Decision Support
• Enterprise Agility
Failures in ERP Do Exist
10
Enterprise
Resource Planning
Causes of ERP Failures
• Underestimating the
Complexity of Planning,
Development, and Training
Needed
• Failure to Involve Affected
Employees
• Trying to do Too Much Too
Fast
• Over Reliance by Company
on Claims of Software
Companies
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CRM: The Business Focus
Supports an Integrated and
Collaborative Relationship
Between a Business and it’s
Customers
Customer
Life Cycle
CRM
Functional
Solutions
Acquire
Direct Marketing
Enhance
Retain
Cross-sell and Up-sell
Proactive Service
Sales Force Automation
Customer Support
The Internet
Shared
Customer Data
CRM
Integrated
Solution
Partner
Collaborative
Service
Company
Customer
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CRM: The Business Focus
CRM Uses IT to Create a
Cross-Functional Enterprise
System
Marketing and
Fulfillment
Fax
Sales
•Cross-Sell
•Up-Sell
Customer
Service and
Support
e-Mail
Prospect or
Employee
Telephone
Web
Contact and
Account
Management
Retention
and Loyalty
Programs
13
CRM: The Business Focus
Benefits and Challenges of
CRM
• Identify and Target the Best
Customers
• Customization and
Personalization of Products and
Services
• Track Customer Contacts
CRM Failures
• 50% of Applications Fail to Meet
Expectations
• 20% of the Time CRM Damaged
Customer Relationships
14
SCM: The Business Network
Supply Chain
Management
• SCM – A Top Strategic
Objective for Many Firms
• The Right Products
• The Right Place
• The Right Time
• In the Proper Quantity
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SCM: The Business Network
Objective of SCM
Efficiently Manages this
Process by:
• Forecasting Demand
• Controlling Inventory
• Enhancing Business
Relationships
• Receiving Feedback and
Status of Every Link of
the Chain
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SCM: The Business Network
SCM Software Helps Firms Reengineer
and Integrate The Functional SCM
Processes
Supply Chain
Life Cycle
Commit
Schedule
Make
Deliver
Forecast and Demand Planning
Strategic Sourcing
and Procurement Customer Order Fulfillment Service
SCM
Functional
Processes
Distribution Network and Warehouse Operations
Production
Logistics
Transportation and Shipment
Management
The Internet
Shared
Market Data
SCM
Integrated
Solution
Supplier
Manufacturer
Collaborative
Fulfillment
Retailer
Customer
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SCM: The Business Network
Benefits and Challenges of
SCM
• More Accurate Order
Processing
• Reductions in Inventory
Levels
• Quicker Time to Market
• Lower Costs
• Strategic Relationships
with Suppliers
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SCM: The Business Network
Benefits and Challenges of
SCM
• Lack of Proper Planning
Knowledge, Tools, and
Guidelines
• Inaccurate Demand
Forecasts
• Lack of Adequate
Collaboration
• Software Itself Immature
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SCM: The Business Network
Objectives of Supply Chain
Management
Business Value Goals
Rapid Demand Fulfillment
Collaborative Supply
Chain Planning and
Execution
Interenterprise
Coordination of
Manufacturing and
Business Process
Customer Value Goals
Give customers what they
want, when and how they
want it, at the lowest cost
Effective
Responsiveness and
Distribution and
Accountability
Channel Partnerships
to Customers
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Enterprise Application
Integration
Dell Computer: Enterprise
Application Integration
• Survey of 75 Related Companies
Revealed 18 Different Software
Packages
• Lack of Integration Reduces Cost
and Speed Savings that Might Be
Realized
• Use of WebMethods EAI to
Coordinate Processes
• New System Generated Cost
Savings
• Orders for Product Automatically 21
Enterprise Application
Integration
Order Entry
Method
Call Center
Billing
Finance
e - Mail
Fax
Web
Mail
EAI
Orders &
Fulfillment
Routing
Phone
Manufacturing
Shipping
22
Transaction Processing
System
Capture and Process Transactions
Immediately
Cable Company A
Cable Company B
San Francisco
Video
Server
New York
Video
Server
Host System
Host System
Phone System
The Internet
Syntellect Interactive Systems
Interactive
Voice Response
System
Web
Servers
Fax
Servers
Middleware
Communication
Servers
Database
Servers
Application
Servers
Communication
Servers
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Transaction Processing Cycle
Capture and Processing Data,
Updating Databases, and
Produce Information Products
Data
Entry
Transaction
Processing
•Batch
•Online/
Real-Time
Database
Maintenance
Document
and Report
Generation
Inquiry
Processing
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Enterprise Collaboration Systems
ECS Enables Working
Together by Helping Us to:
•Communicate
•Coordinate
•Collaborate
Tools for Enterprise
Collaboration…
25
Enterprise Collaboration Systems
Tools for Enterprise Collaboration
Enterprise
Collaboration
Systems
Electronic
Communications
Tools
•e-Mail
•Instant Messaging
•Voice Mail
•Faxing
•Web Publishing
•Paging
Electronic
Conferencing
Tools
Collaborative
Work
Management
Tools
• Data Conferencing
• Calendaring and
• Voice Conferencing
• Videoconferencing
• Discussion Forums
Scheduling
• Task and Project
Management
• Chat Systems
• Workflow Systems
• Electronic Meeting
• Document Sharing
Systems
• Knowledge Management
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Enterprise Collaboration Systems
QuickPlace by Lotus Development
Collaborative Software Screenshot
27
Enterprise Collaboration Systems
General Electric Co: Committed to
Enterprise Collaboration
•Committed to Lotus Tools –
QuickPlace
•QuickPlace-Web-based Work
Spaces
•Sametime (Real-time Online
Meetings)
•Tools Streamline Communication
•18,000 QuickPlaces for 250,000
Users
28
Functional Business Systems
Examples of
Functional
Business
Information
Systems
Marketing
• Customer
relationship
management
• Interactive
marketing
• Sales force
automation
Production
Operations
• Manufacturing
resource planning
• Manufacturing
execution systems
• Process control
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Human Resource
Management
Functional
Business
Systems
• Compensation
analysis
• Employee skills
inventory
• Personnel
requirements
forecasting
Order processing
Inventory control
Accounts receivable
Accounts payable
Payroll
General ledger
• Cash management
• Credit management
• Investment
management
• Capital budgeting
• Financial forecasting
Accounting
Finance
29
Marketing Systems
Marketing Information Systems
Market
Information
Systems
Interactive
Marketing
Sales Force
Automation
Market
Research and
Forecasting
Customer
Relationship
Management
Advertising
and Promotion
Sales
Management
Product
Management
30
Marketing Systems
Five Major Components of
Target Marketing
Online
Behavior
Demographic/
Psychographic
Community
Context
Content
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Marketing Systems
Sales Force Automation
•Use of Computers and the
Internet
•Improves the Delivery of
Information
•Support for Sales People
Provides a Strategic
Advantage in Sales and
Marketing Responsiveness
32
Marketing Systems
Baker Tanks: Web-Based
Sales Force Automation
•Leader in Rentals of Industrial
Containment
•Foremost in Transfer Equipment
•Serves Customers in Construction
to Aerospace
•Ineffective Access to Huge Data
•Used Salesforce.com Web-based
System - PDAs Connected for Data
•Much Better Communication
•Salespeople More Productive
33
Marketing Systems
Web-Based Salesforce.com
Automation Package
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Manufacturing Systems
Computer-Integrated
Manufacturing (CIM)
• Simplify
• Automate
• Integrate
Flexible Manufacturing
Systems
Agile Manufacturing
Total Quality Management
Computer-Aided Engineering
(CAE)
Computer-Aided Manufacturing
(CAM)
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Enterprise Resource Planning
Manufacturing Systems
Manufacturing
Resources
Planning Systems
Manufacturing
Execution
Systems
Production
Forecasting
Shop Floor
Scheduling
Production
Scheduling
Material
Requirements
Planning
Shop Floor
Control
Quality
Control
Computer-Aided
Design
Computer-Aided
Engineering
Machine Control
Capacity
Planning
Production
Cost Control
Engineering
Systems
Computer-Aided
Process Planning
Robotics Control
Process Control
Product
Simulation and
Prototyping
Computer-Integrated Manufacturing
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Human Resources Systems
Human Resource Information
Systems
• Recruitment, Selection, and
Hiring
• Job Placement
• Performance Appraisals
• Employee Benefits Analysis
• Training and Development
• Health, Safety, and Security
HRM and the Internet
HRM and Intranets
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Human Resources Systems
Supports…
Staffing
Training and
Development
Strategic
Systems
• Human resource
planning
• Labor force
tracking
• Succession
planning
• Performance
appraisal
planning
Tactical
Systems
• Labor cost
analysis and
budgeting
• Turnover
analysis
• Training
effectiveness
• Career
matching
• Recruiting
• Workforce
planning/
• scheduling
• Skill assessment
• Performance
evaluations
Operational
Systems
Compensation
Administration
• Contract
costing
• Salary
forecasting
• Compensation
effectiveness
and equity
analysis
• Benefit
preference
analysis
• Payroll control
• Benefits
administration
38
Human Resources Systems
An Example of an
Employee Hiring Review
System
39
Accounting Systems
• Record and Report
Business Transactions
• Trace Flows of Funds
Through a Business
• Produce Financial
Statements
• Forecasts of Future
Conditions
• Projected Financial
Statements
• Financial Budgets
40
Accounting Systems
Accounting Information Systems
for Transaction Processing and
Financial Reporting
Sales
Order
Processing
Billing
Accounts
Receivable
Cash
Receipts
Cash Receipts and
Disbursements Transaction
Processing System
Sales
Analysis
Accounts
Payable
Cash
Disbursements
General
Ledger
Financial
Reporting
General Ledger
Processing and
Reporting System
Sales Transaction
Processing System
Purchases
Transaction
Processing
System
Purchases
Inventory
Processing
Payroll
Timekeeping
Payroll
Transaction
Processing
System
41
Accounting Systems
Examples of Widely Used
Accounting Information
Systems
• Order Processing
• Inventory Control
• Accounts
Receivable
• Accounts Payable
• Payroll
42
Accounting Systems
An On-line Accounting
Report
43
Financial Management
Systems
Support Business
Decision Makers in:
•Financing a Business
•The Allocation and
Control of Financial
Resources
Capital Budgeting
Financial Planning
Software
44
Financial Management
Systems
Important Financial
Management Systems
Information
Systems in
Finance
Cash
Management
Investment
Management
Capital
Budgeting
Financial
Planning
• Forecast and
Manage cash
position
• Manage shortterm and other
securities
• Evaluate
risk/return of
capital
expenditures
• Forecast
financial
performance
and financing
needs
45
Financial Management
Systems
Strategic Financial Planning
46
Summary
• Cross-Functional Enterprise
Systems
• Enterprise Resource Planning
(ERP): The Business Backbone
• Customer Relationship
Management: The Business Focus
• Supply Chain Management: The
Business Network
• Transaction Processing Systems
• Functional Business Systems
• Marketing
• Manufacturing
• Human Resource Management
• Accounting and Finance
47
Sumber Materi PPT
•
O’Brien, James A. (2005). Introduction
to Information Systems (12th Edition).
McGraw – Hill. Bab 7. Official PPT.
48