1. eCommerce Technology 20-751 ERP Systems
ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS

2. Concepts Business process automation
Express business processes in machine-readable form so they can be reviewed, improved, modified
Implement the processes by computer
CRM, Customer Relationship Management
ERP, Enterprise Resource Planning
SCM, Supply Chain Management
Workflow
ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS

3. Calls back “Not in stock”
Business Before ERP
Customers
Customer
Demographic
Files
Sales Dept.
Vendor
Orders
Parts
Accounting
Purchasing
Order is placed
with Vendor
Invoices
accounting
Inventory
Warehouse
Checks for Parts
Calls back “Not in stock”
“We ordered the parts”
“We Need parts #XX”
Sends report
Ships parts
ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS

4. Business With ERP Database Customers Sales Dept. Purchasing Warehouse
Accounting
Vendor
Inventory Data
If no parts,
order is placed
through DB
Orders
Parts
Order is submitted
to Purchasing.
Purchasing record
order in DB
Order is placed
with Vendor
And invoices accounting
Financial Data exchange;
Books invoice against PO
Books inventory
against PO
Ships parts
ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS

5. Enterprise Data Systems
Logistics
Support
Supplier
Sales & Distribution
Customer
EIS /
DSS
Procurement
Acc. DB
Personnel DB
Orders
Processing
Customer
Service
Materials
Planning
Supply
Planning
Purchase DB
Administration
Orders DB
Production
Planing &
Scheduling
ATP
Available to
Promise
Parts DB
Inventory
Mgmt
Finance
Control HR
Development
Orders
Delivery
Operations
Scheduling
Master
Production
Schedule
Production
Product/Process
Development
WIP DB
Transportation
Management
Mfg
Execution
Product Data
Management
CAD / CAE /
CAx
Quality
Management
Demand
Planning
Warehousing
Management
Shop Floor
Control
SPC DB
BOM DB
Production
Engineering
Distribution
Management
Equipment
Control
Warehousing DB
Plant
Maintenance
Process
Design
Facility DB
SOURCE: 林欽文

6. Enterprise Resource Planning
MOSTLY INTERNAL
TO THE ENTERPRISE
Produce
ERP
Database
ERP System
Inventory
Distribute
Account

7. Customer Relationship Mgt
EMPHASIZES EXTERNAL
CUSTOMER RELATIONSHIP
Sell
CRM System
CRM
Database
Service
Market

8. Supply Chain Management
EMPHASIZES EXTERNAL
RELATIONSHIP WITH SUPPLIERS
Demand
SCM
Database
Capacity
SCM System
Schedule

9. On-Line Analytical Processing (Industry Specific Functions)
ERP System Structure
Data Warehouse
Legacy
Systems
Enterprise
ERP System
On-Line Analytical Processing
(OLAP)
Bolt-On Applications
(Industry Specific Functions)
Customers
Suppliers
Core Functions [On-Line Transaction Processing (OLTP)]
Sales
&
Distribution
Business
Planning
Shop Floor
Control
Logistics
Operational Database
Customers, Production,
Vendor, Inventory, etc.

10. Supply Chain Management (SCM)
SCM is management of product life from buying,
making, moving, and warehousing to selling
Buying
What is SCM?
Selling
Making
Moving
Ware
housing
SOURCE: i2

11. Procter & Gamble Supply Chain
P&G or Other
Manufacturer
Giant Eagle or Third Party
Distributor
Giant Eagle
Supermarket
Customer wants
detergent, goes
to Giant Eagle
Plastic
Producer
Tenneco
Packaging
Chemical
Manufacturer
(e.g. Processed Minerals)
Chemical
Manufacturer
(e.g. Oil Company)
Paper
Manufacturer
Timber
Industry
Mining
Industry
SOURCE: SANJAY CHOPRA
ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS

12. Supply Network Collaboration
Collaboration between neighbors in the
supply network is essential for efficiency
Tactical
Tactical
Demand
Forecasting
Optimizing
product mix
Collaboration
on Forecasting
Collaboration
on Forecasting
Matching
demand
-supply
Collaboration
on Capacity
Planning
Capacity
Planning
Resource
Planning
Analyzing
Supply
Chain
Operational
Operational
Production
Planning
Demand
Management
Shipping
Optimization
Analyzing
Supply
Chain
Inventory
Planning
Collaboration
on Resource
Planning
Transcctional
Status Management
Transcctional
Shippment
Tracking
Shop Floor
Control
Warehousing
Management
Ordering
Administration
Inventory
Tracking
Order &
Shipments
SOURCE: ACCENTURE

13. Insurance Claim Workflow
GARAGE
receive
car
estimate
cost
inspect
car
repair
car
invoice
CALL
CENTER
ADJUSTOR
COMPANY
contact
garage
assign
adjustor
agree
repair
check
invoice
receive
call
assign
garage
notify
insurance
This example illustrates how a process model is typically used in order to capture
the operation of a business. The example is taken from the insurance domain
(actually this is a real world example taken from a research project:
The process describes the steps that are taken for processing
an insurance claim. The process graph shows the dependencies among the activities,
i.e. which activities must/can be performed upon the completion of predecessor
activities and under which conditions activities can be performed (e.g. skipping the
assignment of an adjustor, who should estimate the repair cost, if the estimate for
the repair is below 500). The process state describes which activities have been
performed. Notice that most of the activities are not necessarily performed by using
an information system, at least in a traditional company. Thus the process
description is orthogonal to the problem of implementing the process within an
information system. However, many steps will involve information systems: for
example, for assigning a garage a database is accessed, for estimating cost a
computer program might be used, or for reconciling all information an
information system might perform consistency checks. One also can see that
different types of participants are involved (call center, garage, adjustor, insurance).
Estimate < 500
INSURANCE
notify
adjustor
fill claim
form
amend
estimate
reconcile
info
finalize
claim
SOURCE: LIHUA LIN

14. Process Model Relationships Among Concepts
SOURCE: LIHUA LIN

15. Generic Workflow System Structure
Definition - Workflow Engine
A software service or "engine" that provides the run time execution environment for a workflow instance.
Typically such software provides facilities to handle:
· interpretation of the process definition
· control of process instances - creation, activation, suspension, termination, etc
· navigation between process activities, which may involve sequential or parallel operations, deadline
scheduling, interpretation of workflow relevant data, etc
· sign-on and sign-off of specific participants
· identification of workitems for user attention and an interface to support user interactions
· maintenance of workflow control data and workflow relevant data, passing workflow relevant data to/from
applications or users
· an interface to invoke external applications and link any workflow relevant data
Worklist: acts as a repository for all activities assigned to a user; created when a user logs in and updated when a new activity becomes ready for execution
SOURCE: LIHUA LIN

16. Integrated eBusiness Environment
ERP
BI/
Analytics
Marketing Automation
Sales Force Automation
Service Automation
Contact Center
SCM
Sell Side
Buy Side
Exchange
Procurement
eCommerce
CRM
Suppliers
Customers
Workflow
A fully integrated eBusiness streamlines and optimizes internal processes (connected by red lines) focused on transactions and decisions with external processes focused on suppliers and customers (connected by blue lines).
Systems focused on optimizing the acquisition of resources, such as supply chain management, procurement, and ERP face back toward the supply chain.
These systems provide some of the data that resides in a centralized, enterprise datawarehouse. Although not shown on the chart, this data, along with customer data acquired through customer interactions via contact centers, sales forces, and e-commerce activities, may also be distributed to departmentally focused data marts.
Operational CRM utilizes customer contact centers to manage interactions. While these used to be called call centers, multiple means of interaction, including phone, , and the web, have driven the development of integrated, cross-channel contact centers. Marketing automation helps marketing managers plan campaigns, manage web content, etc., while sales force and service automation help manage the workflow and measurement of those tasks.
Intelligence and analytics need to be applied to both CRM and eCommerce to increase overall efficiency and effectiveness, driving a a complete, 360-degree view of the customer across all channels of interaction. For the sake of simplicity, the intelligence required for this activity is included with the BI/Analytics function, but frequently this is implemented as a separate CRM Analytics solution.
eCommerce solutions include buy-side, sell side, and exchanges. The multiple buyers and sellers that participate in exchanges are not shown, in order to simplify the chart.
Finally, the loop needs to be closed back to resource and supply acquisition to drive optimization of the entire front-to-back value adding process (represented by large circular arrow behind chart). Ideally, your supply chain is integrated with your suppliers, and sometimes even your suppliers’ suppliers, in order to allow for real-time responses to changing market dynamics.
SOURCE: COMPAQ
ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS

17. Q A
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ECOMMERCE TECHNOLOGY SUMMER COPYRIGHT © 2003 MICHAEL I. SHAMOS