NURSYAKILA SHAUFFI

Integrating the organization from end-to-end – Enterprise Resource Planning (ERP) Ø   Integrating SCM, CRM and ERP *SCM,CRM and ERP are the backbone of e-business *Integration of this applications is the key to success for many companies *Integration allows the unlocking of information to make it available to any user, anywhere, anytime   Ø   Integration tools *Many companies purchase modules from an ERP vendor ,and a CRM  vendor and must integrate the different modules together - Middleware : several different types of software which sits in the middle of and provide connectivity between two or more software applications - Enterprise application integration (EAI ) : packages together commonly used functionality which reduced the time necessarily to develop solutions that integrate applications from multiples vendors Ø   ERP  system must integrate various organization processes and be

Building a Customer-centric organization – Customer    Relationship     Management Ø   CRM enables an organization to : *Provide a better customer service *Make call centers more efficient\ *Cross sell products more effectively *Help sales staff close deals faster *Simplify marketing and sales processes *Discover new customers *Increase customers revenues Ø   Organization can find their most valuable customer through “RFM” – Recency, Frequency and Monetary value *How recently a customer purchased items (recency) *How frequently a customer purchased items (frequency) *How much a customer spends on each purchase (monetary value) Ø   The evolution of CRM *CRM reporting technology – help organizations identify their customers across other applications *CRM analysis technologies – help organization segment their customer into categories such as best and worst categories *CRM predicting technologies – help organization make prediction regarding cu

Extending the organization – Supply Chain           Management (SCM) The average company spends nearly half or every dollar that it earns on production In the past, companies focused primarily on manufacturing and quality improvements to influences their supply chains The supply chain has three main links : Ø   Materials flow from suppliers and their 'upstream' suppliers at all levels Ø   Transformation of materials into semifinished and finished products through the organization's own production process Ø   Distribution of products to customers and their 'downstream' customers at all levels Ø   Plan A company must have a plan for managing all the resources that go toward meeting customer demand for products and services Ø   Source Companies must carefully choose reliable suppliers that will deliver goods and services required for making products

                               ENABLING THE ORGANIZATION - DECISION MAKING Decision Making Reason for the growth of decision-making information systems: People need to analyze large amount of information  People must make decisions quickly People must apply sophisticated analysis technique, such as modeling and forecasting , to make good decisions People must protect the corporate asset of organizational information Transaction Processing System Transaction processing system - the basic business system that servers the operational level (analyst) in an organization Online transaction processing (OLTP) - the capturing of transaction and event information using technology to (1) process the information according to defined business rules, (2) store the information, (3) update existing information to reflect the new information Online analytical processing (OLAP) - the manipulation of information to create business intelligence in support of strategic decisi