Eleventh Edition 1 Introduction to Information Systems Essentials for the Internetworked E-Business Enterprise Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. C h a p t e r James A. O’Brien 7 Electronic Business Systems

Eleventh Edition James A. O’Brien 2 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. e -Business Use of the Internet and other networks with Information Technology to support: –E-commerce –E-communications Internal and External to company e-Business Applications –All interrelated –Share information –Improve efficiency

Eleventh Edition James A. O’Brien 3 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. The e-Business Application Architecture

Eleventh Edition James A. O’Brien 4 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Products SAP Baan Peoplesoft Oracle

Eleventh Edition James A. O’Brien 5 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Enterprise Resource Planning Sales Distribution, Order Management Accounting and Finance Production Planning Human Resources Integrated Logistics Customer/ Employee

Eleventh Edition James A. O’Brien 6 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Enterprise Resource Planning Operating System of Back-office –Manufacturing –Logistics –Accounting –HR Improve –Customer service –Production and distribution –Help in decision makeing

Eleventh Edition James A. O’Brien 7 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Customer Relationship Management Sales Cross-Sell Up-Sell TeleSales Store Front and Field Service Marketing and Fulfillment Customer Service and Support Retention and Loyalty Programs Customer Contact Management

Eleventh Edition James A. O’Brien 8 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Customer Relationship Management Front-office processing Customer centric Sales –Tract customer contacts –Schedule contact –Decide if “profitable” Support –Help desks –FAQ

Eleventh Edition James A. O’Brien 9 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Cross-Functional Integrated Systems Front Office Applications CRM Application Customer Service Field Service Sales Order Product Config Back Office Applications ERP Application Distribution Manufacturing Scheduling Finance Enterprise Application Integration Enterprise Application Cluster Enterprise Application Cluster Customers Suppliers Business Partners

Eleventh Edition James A. O’Brien 10 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Supply Chain Management ScheduleMakeDeliver Transportation Planning Demand Planning Demand Planning Order Commitment Order Commitment Advance Scheduling Advance Scheduling Manufacturing Planning Manufacturing Planning Distribution Planning Distribution Planning Internetworked Supply Chain Management Supply Chain Life Cycle SCM Functional Processes SCM Integrated Solution Commit

Eleventh Edition James A. O’Brien 11 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Supply Chain Management Goal: what needed, when/where needed, at lowest cost –More efficient distribution –Can respond quickly to change

Eleventh Edition James A. O’Brien 12 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Transaction Processing Systems Database Maintenance Transaction Processing Batch Online/Realtime Transaction Processing Batch Online/Realtime Data Entry Document and Report Generation Inquiry Processing Orders Payment Deposits Refunds..

Eleventh Edition James A. O’Brien 13 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Transaction Processing Systems BATCH Data gathered and processes at a later time. Not Current Good if data stable and doesn’t change often. ONLINE Update as Input Random input Always Current Validate on input

Eleventh Edition James A. O’Brien 14 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Tools for Enterprise Collaboration Enterprise Collaboration System Electronic Communications Tools Electronic Communications Tools Electronic Conferencing Tools Electronic Conferencing Tools Collaborative Work Management Tools Collaborative Work Management Tools Voice Mail, I Phone Web Publishing Faxing Data Conferencing Voice Conferencing Videoconferencing Discussion Forums Electronic Meetings Calendaring Task and Project Mgt Workflow Systems Knowledge Mgt Document Sharing

Eleventh Edition James A. O’Brien 15 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. TYPES OF INFORMATION SYSTEMS SALES & MANUFACTURING FINANCE ACCOUNTING HUMAN KIND OF SYSTEM GROUPS SERVED KIND OF SYSTEM GROUPS SERVED STRATEGIC LEVEL SENIOR MANAGERS STRATEGIC LEVEL SENIOR MANAGERS MANAGEMENT LEVEL MIDDLE MANAGERS LEVEL MIDDLE MANAGERS OPERATIONALLEVEL DATA WORKERS RESOURCESMARKETING

Eleventh Edition James A. O’Brien 16 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Functional Business Information Systems Production Operations Production Operations Marketing Human Resource Management Human Resource Management Finance Accounting Functional Business Systems

Eleventh Edition James A. O’Brien 17 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Marketing Information Systems Marketing Information Systems Marketing Information Systems Interactive Marketing Sales Force Automation Sales Force Automation Customer Relationship Management Customer Relationship Management Sales Management Sales Management Market Research and Forecasting Market Research and Forecasting Advertising and Promotions Advertising and Promotions Product Management Product Management

Eleventh Edition James A. O’Brien 18 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Interactive Marketing E-commerce Web-based Two-way transaction Customer becomes involved Discussion Group, Chat Forms, questionnaires

Eleventh Edition James A. O’Brien 19 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Manufacturing Information Systems Supports –Production/Operations –Inventory –Purchasing –Flow of Goods Computer Integrated Manufacturing (CIM) –From Planning to Delivery –Computer Aided Design (CAD) –Material Requirements Planning (MRP) –Computer Aided Manufacturing (CAM)

Eleventh Edition James A. O’Brien 20 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Manufacturing Information Systems Engineering Systems CAD CAE Computer- Aided Process Planning Manufacturing Execution Systems Shop Floor Scheduling Machine Control Process Control Robotic Control Computer Integrated Manufacturing Manufacturing Resource Planning Production Forecasting Production Scheduling Quality Control Remote Worker Supplier Extranet Intranet

Eleventh Edition James A. O’Brien 21 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Human Resource Management Manpower Planning Labor Force Tracking Labor Cost Analysis Turnover Analysis Recruitment Workforce Planning Skill assessment Performance evaluation Payroll control Benefits Administration Compensation effectiveness Benefits Analysis Contract costing Salary forecast Succession planning Performance appraisal plans Training effectiveness Career matching Staffing Training & Development Compensation Administration Strategic Systems Tactical Systems Operational Systems

Eleventh Edition James A. O’Brien 22 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Accounting Information Systems

Eleventh Edition James A. O’Brien 23 Introduction to Information Systems Irwin/McGraw-Hill Copyright © 2002, The McGraw-Hill Companies, Inc. All rights reserved. Financial Information Systems Financial Information Systems Financial Information Systems Financial Planning Financial Planning Cash Management Investment Management Investment Management Capital Budgeting