chapter 7 enterprise systems. fox lake country club has a problem defective business processes could...

Chapter 7

Enterprise Systems

Fox Lake Country Club has a problem• Defective business processes could result in

unhappy customer• Fox Lake’s business processes needs fixing• Mike Stone’s (facilities manager) renovation

plans interfere with scheduled weddings• No body informed wedding planner, Anne

Foster

This Could Happen to You: “Maybe so, but Nobody Told Me”

Scenario Video

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Q1. How do information systems vary by scope?

Q2. When are information silos a problem?

Q3. How do enterprise information systems eliminate silos?

Q4. How do CRM, ERP, and EAI support enterprise systems?

Q5. What are the challenges when implementing new enterprise systems?

Study Questions

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Q1: How Do Information Systems Vary by Scope?

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Q2: When Are Information Silos a Problem?

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Fox Lake Country Club Departmental Goals and Silos

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Departmental Information Systems: Islands of Automation

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What Are Common Departmental Applications?

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Problems of Silos Created in Isolation

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Q3: How Do Enterprise Information Systems Eliminate Silos?

Central database

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An Enterprise System for Patient Discharge

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All data in

Central databas

e

7-12

Business Process Reengineering (BPR)

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Q4: How Do CRM, ERP, and EAI Q4: How Do CRM, ERP, and EAI Support Enterprise Systems?Support Enterprise Systems?

Help organizations fundamentally Help organizations fundamentally rethink how they do work to rethink how they do work to dramatically improve customer dramatically improve customer service, cut operational costs, and service, cut operational costs, and become world-class competitorsbecome world-class competitors

Complex, in-house developed Complex, in-house developed applications became too costly to build applications became too costly to build and maintainand maintain

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Q4: How Do CRM, ERP, and EAI Support Enterprise Systems? (cont’d)

Inherent processes

• Pre-designed procedures for using software products

• Saves organizations from expensive and time-consuming business process reengineering

• Based on industry best practices

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PeopleSoft—licensed payroll and limited capability HRM systems

Siebel—licensed sales lead tracking and management system

SAP—licensed enterprise resource management

ERP VendorsERP Vendors

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A suite of applications, a database, and a A suite of applications, a database, and a set of inherent processes for managing all set of inherent processes for managing all interactions with a customer, from lead interactions with a customer, from lead generation to customer servicegeneration to customer service

Customer Relationship Management Customer Relationship Management (CRM)(CRM)

Customer-centric ability

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Major Components of a CRM Application

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Suite of Suite of applications, applications, database, and set of database, and set of inherent processes inherent processes for consolidating for consolidating business operations business operations into single, into single, consistent, consistent, computing platformcomputing platform

Enterprise Resource Planning (ERP)

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Collaborative

Management

Requirements Gaps

Transition

Problems

Employee Resistanc

e

Q5: What Are the Challenges When Implementing New Enterprise Systems?

•ChallenChallengesges

•DifficultDifficulty y

•ExpenseExpense

•RiskRisk

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• Careful planning and substantial training critical

Transition

problems • Change requires effort and creates fear

• Senior level management must communicate need for change to organization, and must re-iterate

• Train key users ahead of time to create positive buzz about new system

• Video demonstrations of employees successfully using new system

• Encourage change with extra inducements

Employee

resistance

Challenges of ERP Implementation

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Q1. How do information systems vary by scope?

Q2. When are information silos a problem?

Q3. How do enterprise information systems eliminate silos?

Q4. How do CRM, ERP, and EAI support enterprise systems?

Q5. What are the challenges when implementing new enterprise systems?

How does the knowledge in this chapter help Fox Lake and you?

Active Review

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