1. Information Systems Infrastructure (IS3314) 3 rd year BIS 2006 / 2007 Fergal Carton Business Information Systems

2. Last week Homework: HR web-sites for placement companies Application forms on-line (especially UK companies) One form per company, including mini-essays Funnel of applicants for positions (1 st round to job offer) How can IT automate without “de-humanising”? Think about your own requirements as job-seekers Be able to describe the processes (eg. Recruitment) Feedback on Schwab quiz Review of the On-line Employee paper

3. This week Sales processes Marketing IS CRM Review of the “new economics of information” paper Distribute Ch. 7 O’Brien, Section II Re-cap on all handouts

4. Plan Buy Make Deliver Bill and collect Approve & Pay Report results Sell Install Maintain Recruit Manage Reward ManufacturingFinanceSales / CSHR Market DevelopBudget Management information ProductsCashCustomersPeople Integrated data (single point of entry) Managers require information

5. 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

6. 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

7. Trade-off between richness & reach Communicate rich information Proximity Dedicated channels Cost & physical constraints Limited size of audience Communicate “poor” information Mass market reach Generic Direct mail Face to face sales pitch TV ad

8. Electronic information & networks : richness & reach Information separated from physical carrier Existing value chains fragment (eg. Encyclopaedia Britannica) Creates new opportunities eg. Car sales Internet for options, price, benefit, finance Changes to physical location of dealerships Focus on after-sales service

9. Barriers to entry become liabilities Opportunities for bypassing middlemen High fixed costs of bricks & mortar Barnes & Noble Toys ‘R Us

10. Rethink business models Focus on single business activity and push into as many segments as possible Intel Microsoft Orchestrate supply chain relationships Dell Nike

11. Review of handouts Strategy and the New Economics of Information, The current landscape of internet recruiting, HCI 06 Perspectives, The Online Employee, BCG 2001 Key terms and concepts, O’Brien Chapter 7, sections I and II