MIS 200: CHAPTER 2
Back office systems - ANS-fulfill and support customer orders
Business strategy - ANS-- differentiation and focus
- growing the organization
Classic goals - ANS-- treating customers better
- understanding their needs and wants
- tailoring offerings
- providing "delightful" experiences
Customer relationship management (CRM) system - ANS-uses information about customers to
gain insight into their needs, wants, and behaviors in order to serve them better
Enterprise resource planning (ERP) system - ANS-collection of integrated software for business
management, accounting, finance, supply chain management, inventory management,
customer relationship management, e-collaboration, etc...
- brings together CRM and SCM
- CRM drives what SCM will produce
- everyone works together in e-collaboration
- the entire organization knows the entire organization
ERP Evolution: ERP - ANS-late 1980s/early 1990s; focus on critical "time to market"
- shorter lead times
- customers want it now
ERP Evolution: ERP II - ANS-today; focus on complete ERP integration with CRM, business
intelligence, and a host of other
ERP Evolution: MRP - ANS-1970s; focus on production planning, calculating time and
requirements, procurement; basic automated manufacturing focus
ERP Evolution: MRP II - ANS-1980s; closed the loop to include financial and accounting
systems and serve as a decision support tool for manageers
Front office systems - ANS-primary interface to customers and sales channels
Inter-modal transportation - ANS-multiple transportation channels (railway, truck, etc...) to move
products from origin destination
- creates supply chain complexities
Back office systems - ANS-fulfill and support customer orders
Business strategy - ANS-- differentiation and focus
- growing the organization
Classic goals - ANS-- treating customers better
- understanding their needs and wants
- tailoring offerings
- providing "delightful" experiences
Customer relationship management (CRM) system - ANS-uses information about customers to
gain insight into their needs, wants, and behaviors in order to serve them better
Enterprise resource planning (ERP) system - ANS-collection of integrated software for business
management, accounting, finance, supply chain management, inventory management,
customer relationship management, e-collaboration, etc...
- brings together CRM and SCM
- CRM drives what SCM will produce
- everyone works together in e-collaboration
- the entire organization knows the entire organization
ERP Evolution: ERP - ANS-late 1980s/early 1990s; focus on critical "time to market"
- shorter lead times
- customers want it now
ERP Evolution: ERP II - ANS-today; focus on complete ERP integration with CRM, business
intelligence, and a host of other
ERP Evolution: MRP - ANS-1970s; focus on production planning, calculating time and
requirements, procurement; basic automated manufacturing focus
ERP Evolution: MRP II - ANS-1980s; closed the loop to include financial and accounting
systems and serve as a decision support tool for manageers
Front office systems - ANS-primary interface to customers and sales channels
Inter-modal transportation - ANS-multiple transportation channels (railway, truck, etc...) to move
products from origin destination
- creates supply chain complexities
