Module 11.................................................................................................................................... 2
11-1. Supply Chain Management............................................................................................3
11-1a. SCM Technologies..................................................................................................4
1. Electronic Data Interchange.......................................................................................4
2. Internet-Enabled SCM................................................................................................5
3. E-Marketplaces..........................................................................................................5
4. Online Auctions..........................................................................................................6
5. Collaborative Planning, Forecasting, and Replenishment..........................................6
6. 3D Printing.................................................................................................................7
7. 4D Printing................................................................................................................ 8
8. Drones....................................................................................................................... 8
9. Internet of Things (IoT)...............................................................................................9
10. Radio Frequency Identification: An Overview...........................................................9
11. RFID Applications....................................................................................................9
12. Quick Response Codes..........................................................................................10
11-1b. Global Supply Chain Management........................................................................11
11-2. Customer Relationship Management...........................................................................11
11-2a. CRM Applications..............................................................................................12
11-2b. Personalization Technology..............................................................................13
11-3. Knowledge Management..............................................................................................13
11-4. Enterprise Resource Planning......................................................................................15
11-5. Cloud-Based Enterprise Systems.................................................................................16
,Module 11
11-1. Explain how supply chain management is used within an organization.
Supply chains exist both in service and manufacturing organizations, although the chain’s
complexity can vary widely in different organizations and industries. Organizations use supply
chain management to create the most efficient link between their suppliers and consumers. A
proper integration of people, processes, and technology makes this possible.
11-2. Describe customer relationship management systems.
Customer relationship management (CRM) consists of the processes a company uses to track
and organize its contacts with customers. The main goal of a CRM system is to improve
services offered to customers and use customer contact information for targeted marketing.
Businesses know that keeping and maintaining current customers is less expensive than
attracting new customers, and an effective CRM system is useful in meeting this goal.
11-3. Describe knowledge management systems.
Knowledge management (KM) is a technique used to improve CRM systems (and many other
systems) by identifying, storing, and disseminating “know-how”—facts about how to perform
tasks. A knowledge management system can track how often an employee participates in
knowledge-sharing interactions with other employees and track any resulting improvements in
performance.
11-4. Describe enterprise resource planning systems.
Enterprise resource planning (ERP) is an integrated system that collects and processes data
and manages and coordinates resources, information, and functions throughout an
organization. A typical ERP system has many components, including hardware, software,
procedures, and input from all functional areas.
11-5. Explain advantages and disadvantages of cloud-based enterprise systems.
Cost savings, increased storage, high automation, flexibility and scale, and increased mobility
are among their advantages. Lack of customization, possible downtime, and vendor lock-in are
some disadvantages.
Introduction
Enterprise systems are applications used across all business functions to support decision-
making and efficiency. Enterprise Resource Planning (ERP) systems coordinate operations,
resources, and decisions across departments such as manufacturing, marketing, human
resources, and production. Intranets and web portals also help improve communication and
efficiency, while enterprise systems ensure important information is readily available to decision
makers. This module introduces four main enterprise systems—Supply Chain Management
(SCM), Customer Relationship Management (CRM), Knowledge Management Systems (KMS),
, and ERP—and explores their goals, technologies, and issues. It also reviews the shift from
traditional to cloud-based enterprise systems.
11-1. Supply Chain Management
A supply chain is an integrated network of organizations, suppliers, transporters, and brokers
that work together to deliver goods and services to customers. In manufacturing, raw materials
move from suppliers to manufacturers, then to distributors, retailers, and finally consumers, with
the main links being suppliers, manufacturing facilities, distribution centers, retailers, and
customers. Service organizations also have supply chains, though less complex, with key links
including service providers, distribution centers, and customers.
Supply Chain Management (SCM) is the process of collaborating with suppliers and partners to
improve how products and services are delivered. An SCM system coordinates key functions
across the supply chain.
● Procuring materials (in service organizations, this can include resources and
information)
● Transforming materials into intermediate and finished products or services
● Distributing finished products or services to customers
● In a manufacturing firm’s SCM system, communication takes place among the following
areas:
● Product flow—Managing the movement of goods all the way from suppliers to
customers; this process includes customer service and support
● Information flow—Overseeing order transmissions and delivery status updates
throughout the order-processing cycle
● Finances flow—Handling credit terms, payment schedules, and consignment and title
ownership arrangements
An SCM system must manage communication in all these areas as part of overseeing the
manufacturing process and managing inventory and delivery.
Four key decisions in SCM are related to manufacturing:
11-1. Supply Chain Management............................................................................................3
11-1a. SCM Technologies..................................................................................................4
1. Electronic Data Interchange.......................................................................................4
2. Internet-Enabled SCM................................................................................................5
3. E-Marketplaces..........................................................................................................5
4. Online Auctions..........................................................................................................6
5. Collaborative Planning, Forecasting, and Replenishment..........................................6
6. 3D Printing.................................................................................................................7
7. 4D Printing................................................................................................................ 8
8. Drones....................................................................................................................... 8
9. Internet of Things (IoT)...............................................................................................9
10. Radio Frequency Identification: An Overview...........................................................9
11. RFID Applications....................................................................................................9
12. Quick Response Codes..........................................................................................10
11-1b. Global Supply Chain Management........................................................................11
11-2. Customer Relationship Management...........................................................................11
11-2a. CRM Applications..............................................................................................12
11-2b. Personalization Technology..............................................................................13
11-3. Knowledge Management..............................................................................................13
11-4. Enterprise Resource Planning......................................................................................15
11-5. Cloud-Based Enterprise Systems.................................................................................16
,Module 11
11-1. Explain how supply chain management is used within an organization.
Supply chains exist both in service and manufacturing organizations, although the chain’s
complexity can vary widely in different organizations and industries. Organizations use supply
chain management to create the most efficient link between their suppliers and consumers. A
proper integration of people, processes, and technology makes this possible.
11-2. Describe customer relationship management systems.
Customer relationship management (CRM) consists of the processes a company uses to track
and organize its contacts with customers. The main goal of a CRM system is to improve
services offered to customers and use customer contact information for targeted marketing.
Businesses know that keeping and maintaining current customers is less expensive than
attracting new customers, and an effective CRM system is useful in meeting this goal.
11-3. Describe knowledge management systems.
Knowledge management (KM) is a technique used to improve CRM systems (and many other
systems) by identifying, storing, and disseminating “know-how”—facts about how to perform
tasks. A knowledge management system can track how often an employee participates in
knowledge-sharing interactions with other employees and track any resulting improvements in
performance.
11-4. Describe enterprise resource planning systems.
Enterprise resource planning (ERP) is an integrated system that collects and processes data
and manages and coordinates resources, information, and functions throughout an
organization. A typical ERP system has many components, including hardware, software,
procedures, and input from all functional areas.
11-5. Explain advantages and disadvantages of cloud-based enterprise systems.
Cost savings, increased storage, high automation, flexibility and scale, and increased mobility
are among their advantages. Lack of customization, possible downtime, and vendor lock-in are
some disadvantages.
Introduction
Enterprise systems are applications used across all business functions to support decision-
making and efficiency. Enterprise Resource Planning (ERP) systems coordinate operations,
resources, and decisions across departments such as manufacturing, marketing, human
resources, and production. Intranets and web portals also help improve communication and
efficiency, while enterprise systems ensure important information is readily available to decision
makers. This module introduces four main enterprise systems—Supply Chain Management
(SCM), Customer Relationship Management (CRM), Knowledge Management Systems (KMS),
, and ERP—and explores their goals, technologies, and issues. It also reviews the shift from
traditional to cloud-based enterprise systems.
11-1. Supply Chain Management
A supply chain is an integrated network of organizations, suppliers, transporters, and brokers
that work together to deliver goods and services to customers. In manufacturing, raw materials
move from suppliers to manufacturers, then to distributors, retailers, and finally consumers, with
the main links being suppliers, manufacturing facilities, distribution centers, retailers, and
customers. Service organizations also have supply chains, though less complex, with key links
including service providers, distribution centers, and customers.
Supply Chain Management (SCM) is the process of collaborating with suppliers and partners to
improve how products and services are delivered. An SCM system coordinates key functions
across the supply chain.
● Procuring materials (in service organizations, this can include resources and
information)
● Transforming materials into intermediate and finished products or services
● Distributing finished products or services to customers
● In a manufacturing firm’s SCM system, communication takes place among the following
areas:
● Product flow—Managing the movement of goods all the way from suppliers to
customers; this process includes customer service and support
● Information flow—Overseeing order transmissions and delivery status updates
throughout the order-processing cycle
● Finances flow—Handling credit terms, payment schedules, and consignment and title
ownership arrangements
An SCM system must manage communication in all these areas as part of overseeing the
manufacturing process and managing inventory and delivery.
Four key decisions in SCM are related to manufacturing:
