Chapter 8

code modifications

the most expensive customization occurs when application code is changed and should only be done if the code changes provide specific competitive advantages

human resource ERP components

track employee information, including payroll, benefits, compensation, and performance assessment, and ensure compliance with all laws

EAI reviews how legacy systems fit into the new shape of the firm's business processes and devises ways to reuse what already exists efficiently while adding new systems and data true or false

true

radio frequency identification

uses electronic tags and labels to identify objects wirelessly over short distances

computer aided manufacturing

uses software and machinery to facilitate and automate manufacturing processes

customer segmentation

which divides a market into categories that share similar attributes such as age, location, gender, habits, and so on

integrations

data integration is key for business process support that spans functional areas and legacy systems

outbound logistics

distribute goods and service to customers

digital supply chain

fully, capitalize on connectivity, system integration, and the information-producing capabilities of smart devices

customer analytics

involves gathering, classifying, comparing, and studying customer data to identify buying trends, at-risk customers, and potential future opportunities

customer profitability

measures the customers worth over a specific period of time

omni channel analytics

combines data from different channels into one holistic view of the customer and analyzes the data for insights on customer segmentation, demographics, spending

makerspaces

community centers that provide technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable

list generators

compile customer information form a variety of sources and segment it for different marketing campaigns

inbound logistics

acquires raw materials and resources and distributes to manufacturing as required

web-based self-service systems

allow customers to use the web to find answers to their questions or solutions to their problems

integrations

allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems

common data repository

allows every department of a company to store and retrieve information in real time, allowing information to be more reliable and accessible

common data repository

allows every department of a company to store and retrieve information in real-time allowing information to be more reliable and accessible

user-interface changes

an ERP system can be customized to ensure that each user has the most efficient and effective view of the application

chatbot

an artificial intelligence program that stimulates interactive human conversation by using key recalculated user phrases and auditory or text-based signals

What are the two primary types of integration?

application integration and data integration

enterprise application integration

connects the plans, methods, and tools aimed at integrating separate enterprise systems

supply chain

consists of all parties involved, directly or indirectly, in obtaining raw materials or a product

logistics

controls processes inside a company and outside a company and focuses on the physical execution part of the supply chain

reports, documents, forms

customization to reports, documents, and forms can consist of simple layout or design changes or complex logic programming rules for specific business requirements

extended ERP components

are the extra components that meet organizational needs not covered by the core components and primarily focus on external operations

core ERP components

are the traditional components included in most ERP systems and primarily focus on internal operations

sales management systems

automate each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts

sales force automation

automatically tracks all the steps in the sales process

fraud and counterfeits

blockchain fights fraud and other issues with its immutable record and trust people can have in it

3D printing

builds-layer by layer in an additive process - a three dimensional solid object form a digital model

supply chain optimization

defines, recommends, and sets flexible supply chain strategies based on an organizations operations and services

module software design

divides the system into a set of functional units that can be used independently or combined with other models for increased business flexibility

integration

ensuring that all software reduces, inducing disparate systems not part of the ERP system, are working together or are integrated

robotics

focuses on creating artificial intelligence devices that can move and react sensory input

transportation and logistics optimization

focuses on the efficient movement of products through effective transportation management by evaluating multiple transportation modes, carriers, routes, shipping strategies, and support to find the lowest cost combination

click to talk

functions, which allow customers to click a button and talk with a representative via the internet

call scripting systems

gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer

campaign management systems

guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis

production and materials management ERP components

handle production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control

CRM reporting technologies

help organizations identify their customers across other applications

CRM predicting technologies

help organizations predict customer behavior, such as which customers are at risk of leaving

CRM analysis technologies

help organizations segment their customers into categories such as best and worst customers

consulting fees

hiring external experts to help implement the system correctly

materials management

includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing

logistics

includes the processes that control the distribution, maintenance, and replacement of materials and personnel to supper the supply chain

sales analytics

involves gathering, classifying, comparing, and studying company sales data to analyze product cycles, sales pipelines, and competitive intelligence

customer relationship management

involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability

maker movement

is a cultural trend that places value on an individuals ability to be a creator of things as well as a consumer of things

uplift modeling

is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy. products

customer lifetime value

is a metric that represents the total net profit a company makes from any given customer

customer service and support

is a part of operational CRM that automates service requests, complaints, product returns, and information requests

electronic data interchange

is a standard format for the electronic exchange of information between supply chain participants

4D printing

is additive manufacturing that prints objects capable of transformation and self-assembly

intelligent virtual agent

is an animated, humamlike graphical chat bot commonly displayed on website home pages and advertisement landing pages

drone

is an unmanned aircraft that can fly autonomously, or without a human

up-selling

is increasing the value of the sale

cross-selling

is selling additional products or services to an existing customer

computer aided design

is software used by architects, engineers, drafters, artists, and others to create precision drawings or technical illustrations

supply chain visibility

is the ability to view all areas up and down the supply chain in real time

application integration

is the integration of a company's existing management information systems

data integration

is the integration of data from multiple sources, which provides a unified view of all data

supply chain management

is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability

procurement

is the purchasing of goods and services to meet the needs of the supply chain

contact center or call center

is where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.

contact management system

maintains customer contact information and identifies prospective customers for future sales

accounting and finance ERP components

manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management

software customization

modifies existing software according to the business's or user's requirements

immutability

no entity can tamper with an entry in the distributed ledger

bullwhip effect

occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain

opportunity management systems

target sales opportunities by finding new customers or companies for future sales

A few of the common supply chain management metrics include:

-back order -inventory cycle time -customer order cycle time -inventory turnover

Effective and efficient supply chain management systems can enable an organization to have these impacts on Porter's Five Forces Model:

-decrease the power of its buyers - increase its supplier power - increase buyers switching costs to reduce the threat of substitute products or services -create entry barriers to reduce the threat of new entrants -increase efficiencies while seeking a competitive advantage through cost leadership

CRM strategic goal include:

-find new profitable customers -exceed current customer expectations -eliminate competition

Customer relationship management key players

-lead -account -contact -sales opportunity

The three primary operational CRM technologies a sales department can adopt are:

1) sales management systems 2.) contact management 3.) opportunity management

The three primary enterprise systems:

1) supply chain management 2.) customer relationship management 3.) enterprise resource planning

The three most common core ERP components focusing on internal operations are

1.) accounting and finance ERP components 2.) production and materials management ERP components 3.) Human Resources ERP components

The four most common extended ERP components

1.) business intelligence 2.) customer relationship management 3.) supply chain management 4.) ebusiness

The three primary operational CRM technologies a marketing department can implement to increase customer satisfaction are:

1.) list generators 2.) campaign management systems 3.) cross-selling 4.) up-selling

Supply chain management performs three main business processes:

1.) materials flow from suppliers and their upstream suppliers at all levels 2.) materials are transformed into semifinished and finished products - the organization's own production processes 3.) products are distributed to customers and their downstream customers at all levels

The five basic supply chain activities :

1.) plan 2.) source 3.) make 4.) deliver 5.) return

There are three phrases in the evolution of CRM

1.) reporting 2.) analyzing 3.) predicting

disruptive business technologies

3D printing, RFID, drones, robotics

customization

Customizing domestic products/services to better suit the foreign market (colors, packaging, cultural ads, etc)

enterprise resource planning

Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprisewide decisions by viewing enterprisewide information on all business operations

process rework

Redefining processes in order to ensure the company is using the most efficient and effective processes

raspberry Pi

a low cost, credit card sizes computer that plugs into a computer monitor or TV and uses a standard keyboard and mouse

RFID's electronic product code

promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag

enterprise systems

provide enterprisewide support and data access for a firm's operations and business processes

cradle to grave

provides logistics support throughout the entire system or life of the product

inventory optimization

provides visibility across inventory levels throughout the entire supply chain

software costs

purchasing the software can cost millions of dollars for a large enterprise

forward integration

sends information entered into a given system automatically to all downstream systems and processes

backward integration

sends information entered into a given system automatically to all upstream systems and processes

middleware

several types of software that sit between and provide connectivity for two or more software applications

business processes or workflows

software can be customized to support the needs of business process workflows unique to each business or department

analytical CRM

supports back office operations and strategic and includes all systems that do not deal directly with the customers

operational CRM

supports traditional transactional processing for day to day front office operations or systems that deal directly with the customers