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2.1 © 2004 by Prentice Hall
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
INFORMATION INFORMATION
SYSTEMS IN THESYSTEMS IN THE
ENTERPRISEENTERPRISE
22Chapter
2.2 © 2004 by Prentice Hall
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• What are the major types of systems in a What are the major types of systems in a business? What role do they play?business? What role do they play?
• How do information systems support the How do information systems support the major business functions?major business functions?
• Why should managers pay attention to Why should managers pay attention to business processes?business processes?
OBJECTIVES
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• What are the benefits and challenges of What are the benefits and challenges of using enterprise systems?using enterprise systems?
• What are the benefits of using systems to What are the benefits of using systems to support supply chain management and support supply chain management and collaborative commerce?collaborative commerce?
• What are the benefits of using What are the benefits of using information systems for customer information systems for customer relationship management and knowledge relationship management and knowledge management?management?
OBJECTIVES
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
1.1. Integration:Integration: Different systems serve variety of Different systems serve variety of functions, connecting organizational levels functions, connecting organizational levels difficult, costlydifficult, costly
2.2. Enlarging scope of management thinking:Enlarging scope of management thinking: Huge system investments, long development Huge system investments, long development time must be guided by common objectivestime must be guided by common objectives
MANAGEMENT CHALLENGES
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Types of Information Systems
Figure 2-1
KEY SYSTEM APPLICATIONS IN THE ORGANIZATION
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Major Types of Systems
• Executive Support Systems (ESS)Executive Support Systems (ESS)
• Decision Support Systems (DSS)Decision Support Systems (DSS)
• Management Information Systems (MIS)Management Information Systems (MIS)
• Knowledge Work Systems (KWS)Knowledge Work Systems (KWS)
• Office Systems Office Systems
• Transaction Processing Systems (TPS)Transaction Processing Systems (TPS)
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Figure 2-2
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Transaction Processing Systems (TPS):Transaction Processing Systems (TPS):
• Basic business systems that serve the Basic business systems that serve the operational leveloperational level
• A computerized system that performs and A computerized system that performs and records the daily routine transactions records the daily routine transactions necessary to the conduct of the businessnecessary to the conduct of the business
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Payroll TPS
Figure 2-3
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Types of TPS Systems
Figure 2-4
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Knowledge Work Systems (KWS):
Knowledge levelKnowledge level• Inputs:Inputs: Design specsDesign specs
• Processing:Processing: ModelingModeling
• Outputs:Outputs: Designs, graphicsDesigns, graphics
• Users:Users: Technical staff and professionalsTechnical staff and professionals
Example: Engineering work stationExample: Engineering work station
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Management Information System (MIS):
Management levelManagement level• Inputs:Inputs: High volume data High volume data
• ProcessingProcessing:: Simple models Simple models
• Outputs:Outputs: Summary reports Summary reports
• Users:Users: Middle managers Middle managers
Example: Annual budgetingExample: Annual budgeting
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Figure 2-5
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Management Information System (MIS)
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• Structured and semi-structured decisionsStructured and semi-structured decisions
• Report control orientedReport control oriented
• Past and present dataPast and present data
• Internal orientationInternal orientation
• Lengthy design processLengthy design process
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Management Information System (MIS)
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Decision Support System (DSS):
Management levelManagement level• Inputs:Inputs: Low volume data Low volume data
• Processing: Processing: InteractiveInteractive
• Outputs:Outputs: Decision analysis Decision analysis
• Users:Users: Professionals, staff Professionals, staff
Example: Contract cost analysisExample: Contract cost analysis
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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Figure 2-6
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Decision Support System (DSS)
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Figure 2-7
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Decision Support System (DSS)
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Executive Support System (ESS):
Strategic levelStrategic level• Inputs:Inputs: Aggregate data Aggregate data
• Processing:Processing: Interactive Interactive
• Outputs:Outputs: Projections Projections
• Users:Users: Senior managers Senior managers
Example: 5-year operating planExample: 5-year operating plan
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Executive Support System (ESS)
Figure 2-8
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Top level managementTop level management
• Designed to the individualDesigned to the individual
• Ties CEO to all levelsTies CEO to all levels
• Very expensive to keep upVery expensive to keep up
• Extensive support staffExtensive support staff
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Executive support system (ESS)
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
INTERRELATIONSHIPS AMONG SYSTEMS
Figure 2-9
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Major functions of systems:Major functions of systems:• Sales management, market research, Sales management, market research,
promotion, pricing, new productspromotion, pricing, new products
Major application systems:Major application systems:• Sales order info system, market research Sales order info system, market research
system, pricing systemsystem, pricing system
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Sales and Marketing Systems
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
SYSTEM DESCRIPTION ORGANIZATIONAL LEVEL
ORDER PROCESSING ENTER, PROCESS, TRACK ORDERS OPERATIONAL
MARKET ANALYSIS IDENTIFY CUSTOMERS & MARKETS KNOWLEDGE
PRICING ANALYSIS DETERMINE PRICES MANAGEMENT
SALES TRENDS PREPARE 5-YEAR FORECASTS STRATEGIC
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Sales and Marketing Systems
Table 2-2
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Major functions of systems:Major functions of systems:• Scheduling, purchasing, shipping, Scheduling, purchasing, shipping,
receiving, engineering, operationsreceiving, engineering, operations
Major application systems:Major application systems:• Materials resource planning systems, Materials resource planning systems,
purchase order control systems, purchase order control systems, engineering systems, quality control engineering systems, quality control systemssystems
Manufacturing and Production Systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
SYSTEM DESCRIPTION ORGANIZATIONAL LEVEL
MACHINE CONTROL CONTROL ACTIONS OF EQUIPMENT OPERATIONAL
COMPUTER-AIDED-DESIGN DESIGN NEW PRODUCTS KNOWLEDGE
PRODUCTION PLANNING DECIDE NUMBER, SCHEDULE OF PRODUCTS MANAGEMENT
FACILITIES LOCATION DECIDE WHERE TO LOCATE FACILITIES STRATEGIC
Manufacturing and Production Systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Table 2-3
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Overview of Inventory Systems
Figure 2-10
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Major functions of systems:Major functions of systems:• Budgeting, general ledger, billing, cost Budgeting, general ledger, billing, cost
accountingaccounting
Major application systems:Major application systems:• General ledger, accounts receivable, General ledger, accounts receivable,
accounts payable, budgeting, funds accounts payable, budgeting, funds management systemsmanagement systems
Financing and Accounting Systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
SYSTEM DESCRIPTION ORGANIZATIONAL LEVEL
ACCOUNTS RECEIVABLE TRACK MONEY OWED TO FIRM OPERATIONAL
PORTFOLIO ANALYSIS DESIGN FIRM'S INVESTMENTS KNOWLEDGE
BUDGETING PREPARE SHORT TERM BUDGETS MANAGEMENT
PROFIT PLANNING PLAN LONG-TERM PROFITS STRATEGIC
Financing and Accounting Systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Table 2-4
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Major functions of systems:Major functions of systems:• Personnel records, benefits, Personnel records, benefits,
compensation, labor relations, trainingcompensation, labor relations, training
Major application systems:Major application systems:• Payroll, employee records, benefit Payroll, employee records, benefit
systems, career path systems, personnel systems, career path systems, personnel training systemstraining systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Human Resource Systems
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SYSTEM DESCRIPTION ORGANIZATIONAL LEVEL
TRAINING & DEVELOPMENT TRACK TRAINING, SKILLS, APPRAISALS OPERATIONAL
CAREER PATHING DESIGN EMPLOYEE CAREER PATHS KNOWLEDGE
COMPENSATION ANALYSIS MONITOR WAGES, SALARIES, BENEFITS MANAGEMENT
HUMAN RESOURCES PLANNING PLAN LONG-TERM LABOR FORCE NEEDS STRATEGIC
Human Resource Systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Table 2-5
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Figure 2-11
Human Resource Systems
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Business processes Business processes
• Manner in which work is organized, Manner in which work is organized, coordinated, and focused to produce a coordinated, and focused to produce a valuable product or servicevaluable product or service
• Concrete work flows of material, Concrete work flows of material, information, and knowledge—sets of information, and knowledge—sets of activitiesactivities
Business Processes and Information Systems
ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Unique ways to coordinate work, Unique ways to coordinate work,
information, and knowledgeinformation, and knowledge
• Ways in which management chooses Ways in which management chooses
to coordinate workto coordinate work
Business Processes and Information Systems
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ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Business Processes and Information Systems
Information systems help organizationsInformation systems help organizations
• Achieve great efficiencies by automating Achieve great efficiencies by automating parts of processes parts of processes
• Rethink and streamline processesRethink and streamline processes
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Manufacturing and production:Manufacturing and production: Assembling product, checking quality, Assembling product, checking quality, producing bills of materialsproducing bills of materials
• Sales and marketing:Sales and marketing: Identifying Identifying customers, creating customer awareness, customers, creating customer awareness, sellingselling
Examples of Business Processes
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ENTERPRISE APPLICATIONS
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• Finance and accounting:Finance and accounting: Paying Paying creditors, creating financial statements, creditors, creating financial statements, managing cash accountsmanaging cash accounts
• Human Resources:Human Resources: Hiring employees, Hiring employees, evaluating performance, enrolling evaluating performance, enrolling employees in employees in benefits plansbenefits plans
Examples of Business Processes
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ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Cross-Functional Business ProcessesCross-Functional Business Processes
• Transcend boundary between sales, Transcend boundary between sales, marketing, manufacturing, and research and marketing, manufacturing, and research and developmentdevelopment
• Group employees from different functional Group employees from different functional specialties to a complete piece of workspecialties to a complete piece of work
Example: Order Fulfillment ProcessExample: Order Fulfillment Process
Business Processes and Information Systems
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ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Figure 2-12
The Order Fulfillment Process
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ENTERPRISE APPLICATIONS
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Enterprise ApplicationsEnterprise Applications
• Enterprise systemsEnterprise systems
• Supply chain management systemsSupply chain management systems
• Customer relationship management Customer relationship management systemssystems
• Knowledge management systemsKnowledge management systems
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Within the business:Within the business: There are functions, There are functions, each having its uses of information systemseach having its uses of information systems
• Outside the organization’s boundaries:Outside the organization’s boundaries: There are customers and vendorsThere are customers and vendors
Functions tend to work in isolationFunctions tend to work in isolation
Traditional View of the Systems
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Figure 2-13
Traditional View of the Systems
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ENTERPRISE APPLICATIONS
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Figure 2-14
Enterprise Systems
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ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Firm structure and organization:Firm structure and organization: One One organizationorganization
• Management:Management: Firm-wide knowledge-based Firm-wide knowledge-based management processesmanagement processes
• Technology:Technology: Unified platform Unified platform
• Business:Business: More efficient operations and More efficient operations and customer-driven business processescustomer-driven business processes
Benefits of Enterprise Systems
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• Difficult to build:Difficult to build: Require fundamental Require fundamental changes in the way the business operateschanges in the way the business operates
• Technology:Technology: Require complex pieces of Require complex pieces of software and large investments of time, software and large investments of time, money, and expertisemoney, and expertise
• Centralized organizational coordination Centralized organizational coordination and decision making: and decision making: Not the best way for Not the best way for the firms to operatethe firms to operate
Challenges of Enterprise Systems
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ENTERPRISE APPLICATIONS
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Supply Chain Management (SCM)Supply Chain Management (SCM)• Close linkage and coordination of activities Close linkage and coordination of activities
involved in buying, making, and moving a involved in buying, making, and moving a productproduct
• Integrates supplier, manufacturer, Integrates supplier, manufacturer, distributor, and customer logistics time distributor, and customer logistics time
• Reduces time, redundant effort, and Reduces time, redundant effort, and inventory costsinventory costs
Supply Chain Management (SCM)
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ENTERPRISE APPLICATIONS
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Supply ChainSupply Chain
• Network of organizations and business Network of organizations and business processes processes
• Helps in procurement of materials, Helps in procurement of materials, transformation of raw materials into transformation of raw materials into intermediate and finished productsintermediate and finished products
Supply Chain Management (SCM)
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Limitations:Limitations:
• Inefficiencies can waste as much as 25% Inefficiencies can waste as much as 25% of company’s operating costsof company’s operating costs
• Bullwhip Effect: Information about the Bullwhip Effect: Information about the demand for the product gets distorted as demand for the product gets distorted as it passes from one entity to nextit passes from one entity to next
Supply Chain Management (SCM)
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ENTERPRISE APPLICATIONS
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Supply Chain Management
Figure 2-15
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ENTERPRISE APPLICATIONS
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• Helps in distribution of the finished Helps in distribution of the finished products to customersproducts to customers
• Includes reverse logistics - returned items Includes reverse logistics - returned items flow in the reverse direction from the flow in the reverse direction from the buyer back to the sellerbuyer back to the seller
Supply Chain Management (SCM)
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ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Decide when, what to produce, store, moveDecide when, what to produce, store, move• Rapidly communicate orders Rapidly communicate orders • Communicate orders, track order statusCommunicate orders, track order status• Check inventory availability, monitor levelsCheck inventory availability, monitor levels• Track shipments Track shipments • Plan production based on actual demand Plan production based on actual demand • Rapidly communicate product design changeRapidly communicate product design change• Provide product specificationsProvide product specifications• Share information about defect rates, returnsShare information about defect rates, returns
How Information Systems Facilitate Supply Chain Management
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ENTERPRISE APPLICATIONS
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• Supply chain planning system:Supply chain planning system: Enables Enables firm to generate forecasts for a product and firm to generate forecasts for a product and to develop sourcing and a manufacturing to develop sourcing and a manufacturing plan for the productplan for the product
• Supply chain execution system:Supply chain execution system: Manages flow of products through Manages flow of products through distribution centers and warehousesdistribution centers and warehouses
Supply Chain Management (SCM)
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• Uses digital technologies to enable Uses digital technologies to enable multiple organizations to collaboratively multiple organizations to collaboratively design, develop, build, move, and manage design, develop, build, move, and manage products products
• Increases efficiencies in reducing product Increases efficiencies in reducing product design life cycles, minimizing excess design life cycles, minimizing excess inventory, forecasting demand, and inventory, forecasting demand, and keeping partners and customers informedkeeping partners and customers informed
Collaborative Commerce
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Figure 2-16
Collaborative Commerce
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Private Industrial NetworksPrivate Industrial Networks
• Web-enabled networks Web-enabled networks
• Link systems of multiple firms in an Link systems of multiple firms in an industry industry
• Coordinate transorganizational business Coordinate transorganizational business processesprocesses
Industrial Networks
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ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Customer Relationship Management (CRM)Customer Relationship Management (CRM)
• Manages all ways used by firms to deal with Manages all ways used by firms to deal with existing and potential new customersexisting and potential new customers
• Business and Technology disciplineBusiness and Technology discipline
• Uses information system to coordinate entire Uses information system to coordinate entire business processes of a firmbusiness processes of a firm
Customer Relationship Management (CRM)
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
• Provides end-to-end customer careProvides end-to-end customer care
• Provides a unified view of customer Provides a unified view of customer across the companyacross the company
• Consolidates customer data from multiple Consolidates customer data from multiple sources and provides analytical tools for sources and provides analytical tools for answering questionsanswering questions
Customer Relationship Management (CRM)
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
2.67 © 2004 by Prentice Hall
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Customer Relationship Management (CRM)
Figure 2-17
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Knowledge Management SystemsKnowledge Management Systems
• Creating knowledgeCreating knowledge
• Discovering and codifying Discovering and codifying knowledgeknowledge
• Sharing knowledgeSharing knowledge
• Distributing knowledgeDistributing knowledge
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
2.69 © 2004 by Prentice Hall
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
INFORMATION INFORMATION
SYSTEMS IN THESYSTEMS IN THE
ENTERPRISEENTERPRISE
22Chapter