Chapter 12 – Information Systems, First Edition John Wiley & Sons, Inc by France Belanger and Craig Van Slyke Contributor: Brian West, University of Louisiana at Lafayette Copyright 2012 John Wiley & Sons, Inc.

Practice: Focus Story Discussion What do you believe are the key success factors for the supply chain implementation at Wal-Mart? What would be those factors for other companies trying to imitate Wal-Mart’s supply chain efforts? What is your assessment of Wal-Mart’s move into RFID technology as a leader? Could there be an issue being at the leading edge of technology? How can technology be used to help Wal-Mart in its next endeavor – its green supply chain? Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. Practice Learning Activity 12.1 (p. 256) One of the most popular enterprise systems in organizations is Enterprise Resource Planning (ERP). Identify the components of an ERP system offered by the one of the larger companies such as SAP, Oracle PeopleSoft, or Microsoft Dynamics. Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. Enterprise Systems Hierarchal Prospective Functional Perspective Process Prospective Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. Enterprise Systems Strategic Information System Tactical Information System Operational Information System Figure 12.3-Hierarchical Information Systems Copyright 2012 John Wiley & Sons, Inc.

Enterprise Resource Planning (ERP) Data integration Module based Centralized database Customizable Figure 12.2-ERP Shared Database Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. Practice Learning Activity 12.2 (p. 264) Supply chain systems are very important enterprise systems for organizations who must receive raw materials or products needed for their manufacturing or resale operations http://beergame.mit.edu/ How does information impact your supply chain decisions? How could information systems help with the information needs of managing a supply chain? Copyright 2012 John Wiley & Sons, Inc.

Supply Chain Management (SCM) SCM can also improve a company’s product flow, information flow, and financial flow Upstream Downstream Figure 12.3- Traditional Supply Chain Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. Practice Learning Activity 12.3 (p. 267) Review Salesforce.com or Microsoft Dynamics’ CRM Demo What are the purposes of a CRM? What are the various types of tasks that can be accomplished with a CRM? Who benefits from a CRM system? What are the benefits for each stakeholder? What types of companies should have a CRM? Why? Copyright 2012 John Wiley & Sons, Inc.

Customer Relationship Management (CRM) CRM Components Operational Collaborative Analytical Copyright 2012 John Wiley & Sons, Inc.

Customer Service Lifecycle Engage Transact Fulfill Service Figure 12.4- Customer Service Life Cycle Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. Practice Learning Activity 12.4 (p. 270) Identify the process for returning an item to Amazon.com How difficult was it to find the information needed? How difficult do you think it would be to actually complete return? How likely are you to use this self-servicing application (Return Center) instead of calling someone at Amazon? Why? What are the benefits to customers of self-servicing CRM applications? What are the benefits to companies of self-servicing CRM applications? Copyright 2012 John Wiley & Sons, Inc.

Customer Managed Interactions (CMI) Some acquisitions and customer activities that are unforeseeable unless the customer tells the company about it Wishlists at Amazon.com or Target.com Copyright 2012 John Wiley & Sons, Inc.

Copyright 2012 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein. Copyright 2012 John Wiley & Sons, Inc.