IS 130, Final, Ch..10-13

Customer-Touching Applications

(or electronic CRM e-CRM) customer self-help applications/technologies.

fulfilment process

(order-to-cash process) process in which the company sells goods to a customer originating when the company receives a customer order, and concluding when the company receives a payment from the customer.

operational CRM's support

- Front office processes such as sales, marketing, and services

What are the three strategic approaches to implementing ERP systems

- Vanilla approach - Custom approach -Best of Breed approach

ERP limitations are

- expensive - complex -need to change existing business process -time consuming

Think of examples of "transactions" a firm could have during normal operations?

-Accounting -Finance -Human Resources -Production/operations -Marketing

Control and Auditing

-Budgetary control -Auditing - Financial ratio analysis

How does TPS process data?

-Continuous 'real-time' data collection -Efficiently handle high volumes of data and large variations in those volumes -Avoid errors and downtime

Benefits of an ERP System?

-Data flow among different departments -improves organizational flexibility -supports decision making -improves quality and efficiently

what's a CRM strategy?

-Designed to improve customer satisfaction -Make the company's sales and service employee more productive -generate increased profits

Enterprise Resource Planning (ERP) Systems

-ERP II Systems -Benefits and Limitation of ERP Systems -Implementing ERP Systems -Enterprise Application Integration (EAI)

Information Systems for Accounting and Finance

-Financial Planning and Budgeting -Managing Financial Transactions -Investment Management -Control and Auditing

Financial Planning and Budgeting

-Financial and economic forecasting -Budgeting

Managing Financial Transactions

-Global stock exchanges -Managing multiple currencies -Virtual close -Expense management automation (EMA)

Information Systems for Production/ Operations Management

-In-House Logistics -Materials Management -Inventory Management -Quality Control

What are the three flows of information in supply Chain?

-Materials Flows -Information Flows -Financial Flows

Two basic purposes of Audits

-Monitor how the organization's monies are being spent -Access the organization's financial health

Human Resources Planning and Management

-Payroll and employees' records -Benefits administration -Employee relationship management

Information Systems for Production/ Operations Management con't

-Planning Production and Operations -Computer-Integrated Manufacturing -Product Life Cycle Management

How does TPS process data? Con't

-Record results accurately and securely -Maintain privacy and security -Source data automation -Batch processing

Within problem structure, what are the three types of decisions that need to be made?

-Structured decisions - unstructured decisions - semistructured

What are some problems and solutions along the supply chain?

-Uncertainties -The need to coordinate multiple activities, internal units, and business partners.

What are the causes for failure?

-failure to involve employees in planning/development -insufficient training -doing too much -too fast -failure of data conversation & testing for system

collaborative CRM

A CRM system in which communications between the organization and its customers are integrated across all aspects of marketing, sales, and customer support processes.

Goal-seeking analysis

A backward or reverse solution. Attempts to calculate the value of the inputs necessary to achieve a desired level of output. E.g. what sales volume do we need to generate $3 million profit?

Business Intelligence

A broad category of applications, technologies, and processes for gathering, storing, accessing, and analyzing data to help business users make more informed decisions.

What is a Dashboard?

A business analytics presentation tool that provides rapid access to timely information and direct access to management reports.

pull model

A business model in which the production process begins with a customer order and companies make only what customers want, a process closely aligned with mass customization.

push model

A business model in which the production process begins with a forecast, which predicts the products that customers will want as well as the quantity of each product. The company then produces the amount of products in the forecast, typically by using mass production, and sells, or "pushes," those products to consumers.

Decision

A choice that individuals and groups make among two or more alternatives.

What is Electronic Data Interchange (EDI)?

A communication standard that enables the electronic transfer of routine documents between business partners.

Ch. 11 What's a CRM

A customer-focused and customer-driven organizational strategy that concentrates on addressing customers' requirements for products and services, and then providing high quality, responsive services.

data mart

A low-cost, scaled-down version of a data warehouse designed for end-user needs needs in a strategic-business unit (SBU)

What-if analysis

A model builder must make predictions and assumptions regarding the input data, many of which are based on the assessment of uncertain futures. The results depend on the accuracy of these assumptions, which can be highly subjective. What-if analysis attempts to predict the impact of changes in the assumptions (input data) on the proposed solution.

Management

A process by which organizational goals are achieved through the use of resources.

What is Online Analytical Processing (OLAP),

A set of capabilities for "slicing and dicing" data using dimensions and measures associated with the data.

What are the reasons managers need IT support? 3

Because of increased uncertainty in the decision environment, decisions are becoming more complex. It is usually necessary to conduct a sophisticated analysis to make a good decision.

Which software is mostly used by small companies for their business intelligence work?

Business analytics (BA)

What is a Decision Support System (DSS)

Business intelligence systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.

Define Analytical CRM systems

CRM system that analyzes customer behavior and perceptions in order to provide actionable business intelligence.

What are the three basic roles managers perform? 3

Decisional roles: Entrepreneur, disturbance handler, resource allocator, negotiator

What are the three basic roles managers perform? 2

Informational roles: Monitor, disseminator, spokesperson, analyzer

Customer Touch Points

Interactions with customers , telephone, mailings, physical, email, web sites, text messages, etc.

What are the three basic roles managers perform? 1

Interpersonal roles: Figurehead, leader, liaison

What are the reasons managers need IT support? 2

Most decisions must be made under time pressure. It is often not possible to manually process information fast enough to be effective.

extranet

Networks that link business partners over the Internet by providing them access to certain areas of each other's corporate intranets.

What's Supply Chain Management and the five basic components of SCM?

Plan Source Make Deliver Return

key performance indicator

Quantifiable measurement, articulated in advance, that reflects an organization's goals and is critical to its success.

Information Systems for Human Resource Management

Recruitment Human Resources Development Human Resources Planning and Management

SaaS (Software as a Service)

Renting an ERP system over the internet

Supply Chain Visibility

The ability of all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes.

operational CRMs

The component of CRM that supports the front-office business processes that directly interact with customers (i.e., sales, marketing, and service).

Sales Force Automation (SFA)

The component of an operational CRM system that automatically records all the aspects in a sales transaction process.

Supply Chain

The coordinated movement of resources from organizations through conversion to the end consumer.

What are the reasons managers need IT support? 1

The number of alternatives is constantly increasing because of innovations in technology, improved communications, the development of global markets, and the use of the Internet and e-business. A key to good decision making is to explore and compare many relevant alternatives. The greater the number of alternatives, the more a decision maker needs computer-assisted searches and comparisons.

Data Mining

The process of searching for valuable business information in a large database, data warehouse, or data mart.

What's an information silo?

a condition that exists when data are isolated in separated information systems

Intranet

a network designed for the exclusive use of computer users within an organization that cannot be accessed by users outside the organization

Frequently Asked Questions (FAQs):

a simple tool for answering repetitive customer queries and when customers find the information they need by using FAQs the need to communicate with an actual person is eliminated.

Upselling

a strategy in which the salesperson provides customers with the opportunity to purchase related products or services of greater value in place of, or along with, the consumer's initial product or service selection.

portal

an entrance, door or gate

Mobile CRM Systems:

an interactive system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers

Sensitive analysis

building an explicit mathematical model and keeping all the factors constant expect one to determine the extent to which the desired outcome is influenced by variations in the one factor.

Online Transaction Processing (OLTP):

business transactions are processed online as soon as they occur and system performs these tasks in real time by means of online technologies.

360 degree view

complete data set on each customer that allows a company can enhance its relationship with its customers and ultimately make more productive and profitable decisions.

Data Visualization

describes technologies that allow users to see or visualize data to transform information into a business perspective

high-end CRM systems

designed for enterprises with few large customers

low-end CRM systems

designed for enterprises with many small customers

Distribution Portal

for a company's customers (downstream in the supply chain) automate the business processes involved in selling or distributing products from a single supplier to multiple buyers.

Procurement Portal

for a company's suppliers (upstream in the supply chain) this type of portal automates the business processes involved in purchasing or procuring products between a single buyer and multiple suppliers.

EAI (Enterprise Application Integration)

integrates existing systems by providing software, called middleware, that connects multiple applications allowing existing applications to communicate and share data.

ERP II Systems

interorganizational ERP systems that provide Web-enabled links among a company's key business systems—such as inventory and production—and its customers, suppliers, distributors, and other relevant parties.

Bundling

is a form of cross-selling in which a business sells a group of products or services together at a lower price than their combined individual prices.

Ad hoc reports

nonroutine reports that often contain special information that is not included in routine reports

Production Process

occurring only in companies that produce physical goods, this process follows one of two strategies: make-to-stock and make-to-order.

customized product/service

offering customers the ability to customize products, view account balances, check shipping status of an order, etc

Real-time CRM

organizations are able to respond to customer product searches, requests, complaints, comments, ratings, reviews, and recommendations in near real-time, 24/7/365.

Personalized Web Pages

organizations permit their customers to create personalized Web pages used to record purchases and preferences, as well as problems and requests.

Procurement Process

originates when a company needs to acquire goods or services from external sources, and it concludes when the company receives and pays for them.

technical & information services

personalized experiences offered by organizations to induce customers to make purchases or to remain loyal (e.g., allowing customers to download product manuals; providing detailed technical information, maintenance information, and replacement parts to customers).

Loyalty Programs

programs that recognize customers who repeatedly use a vendor's products or services.

routine reports

reports produced at scheduled intervals

comparative reports

reports that compare performances of different business units or times

exception reports

reports that include only information that exceeds certain threshold standards

drill down report

reports that show a greater level of detail than is included in routine reports

key-indicator reports

reports that summarize the performance of critical activities

search and comparison

search and comparison capabilities offered to customers by online stores, online malls, and independent comparison Web sites.

Ch. 10 What is a TPS (transaction processing system) system?

supports the monitoring, collection, storage, and processing of data from the organization's basic business transactions, each of which generates and collects data continuously, in real time.

Enterprise Resource Planning (ERP) Systems

systems designed to correct a lack of communication among the functional area IS and they adopt a business process view of the overall organization to integrate the planning, management, and use of all of an organization's resources, employing a common software platform and database.

on demand CRM

systems hosted by an external vendor in the vendor's data center which spares the organization the costs associated with purchasing the system, maintenance, and employees need to know only how to access and utilize it. Also known as utility computing or soft ware-as-a-service (SaaS).

Data Warehousing

the collection, storage, and retrieval of data in electronic files

lifetime value

the customers potential revenue stream over a number of years.

Batch Processing:

the firm collects data from transactions as they occur, placing them in groups or batches then prepares and processes the batches periodically.

cross-selling

the marketing of additional related products to customers based on a previous purchase

E-mail and Automated Response:

the most popular tool for customer service, inexpensive, fast, and companies use e-mail not only to answer customer inquiries but also to disseminate information, send alerts and product information, and conduct correspondence on any topic.

Open-Source CRM Systems:

the source code for open-source software is available at no cost.

Social CRM:

the use of social media technology and services to enable organizations to engage their customers in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent manner.

What's an interorganizational process?

they typically involve supply chain management (SCM) and customer relationship management (CRM) systems

customer churn

turnover in a company's customer base