CCT 355: E-Business Technologies Class 3: ERP, SCM, CRM

Administration Assignment of presentation topics/dates today Next couple of weeks – looks at specific technology categories over next couple of weeks – quick look/review Any questions on case study interview? Proposal noted as due today – would like to see something before you go too far, feel free to

ERP Integration of important information resources into one system Reports enable business decisions, chart out trends and pitfalls What are information resources relevant to enterprises? Integration of data silos and management of workflow processes are the key value-added component of ERP – but not as simple as it sounds.

Integration in components Early ERP – orders, inventory, warehousing, distribution, accounting, etc. Extensions into scheduling, workflow, HR, logistics Modularity in ERP systems – organizations buy in to core components, implement or customize add-ons asthey will

Integration challenges Multiple silos of data exist - workflow, HR, financials, sales, etc. often have their own systems and ways of doing things Why? Challenges in integration

Workflow challenges Ideally, an ERP handles a process from inception to conclusion, storing information resources and arranging steps logically Challenges in workflow management?

SCM Streamlines operations flow between suppliers, manufacturers, distributors, retailers, customers Efficiency is key – very much operations research based Enables JIT (just-in-time) manufacturing Why JIT? Identifies and mitigates bottlenecks Reduces inventory – why important?

Walmart as SCM champion Walmart procurement – stringent control of inventory and delivery of goods Suppliers must conform to standards, or risk being dropped Leads also to price point pressure upstream – especially given Walmart’s domination in retail sector (in USA context) – other players have moderate influence Can be a force for good – e.g., Wal-mart and CFLs Can also be a negative force – examples?

CRM Management of customer relations information – sales history, contact history, customer satisfaction, loyalty, etc. Why would you want to consider CRM as a slightly different system within ERP?

CRM questions Cold/warm sales and their identification and differentiation – examples? Customer retention and relationship building – why? Enhancing revenue per customer/upselling Identifying geographic, time of purchase, demographic trends – examples? Informing outreach/advertising – examples? Avoiding the creepiness factor – a cultural constraint?

Managing social media relations CRM and social media – engaging a conversation well Mitigation of consumer complaints Engaging consumers in good faith and in authentic way McDonald’s example – risky but well done Tips on what to do/not to do?

Procurement Many solutions – off the shelf, customized off the shelf, in- house development, open-source options Challenges/benefits of each?

Implementation Need to identify key business data Need to identify key business processes Using technology to change key process – risky, but possible and if it works can be very successful Identifying bottlenecks Identifying points of resistance – examples? Identifying appropriate metrics – GIGO

Relevance to SMEs Affordability a concern One tool doesn’t necessarily fit all organization types or complexity FS/OS and cloud computing-based options abound now – examples?

FSAE SCM and lean manufacturing models – but only in theory Workflow in practice ad hoc and very low-tech – but worked pretty well CRM to sustain sponsor outreach, but very low-tech as well ERP around budget and integration of information for cost report (again, a rather theoretical exercise…) More magic otherwise – interfaces with school budgets, which are (deliberately?) obtuse Could be better on all fronts – but resource and ROI limited

Sheridan information systems

Presentations Assigning words and dates Dates – starting Oct 11, although those eager to get it out of the way can get it done next week (let me know!) Review of Ignite principles Use the template if you’d like – but don’t fake it and hope to make it (you won’t.) Definition of term and implications of it will do Visual presentations work Humor works