1. Chapter 5: Information Systems for the Enterprise Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 1

2. Learning objectives 1.Information systems in organizations 2.Human capital management (HCM) 3.Supply chain management (SCM) 4.Customer relationship management (CRM) 5.Enterprise resource planning (ERP) Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 2

3. IKEA Global supply chain Robust and flexible information systems Efficiency and effectiveness Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 3

4. Components Integration Workflow Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 4 Finance management

5. Reporting and compliance Exception reporting Compliance reporting eXtensible Business Reporting Language (XBRL) Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 5

6. Human resources management Workforce management Talent management Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 6 Human capital management

7. Do we have the talent we need? Can we afford to lose star employees? How productive are our employees? Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 7 Human capital metrics

8. Supply chain management Optimize flow of products from source to customer Align supply with demand Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 8

9. 1.Plan 2.Source 3.Make 4.Deliver 5.Return Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 9 Supply Chain Operations Reference

10. Measuring performance Visibility Demand forecast accuracy Walmart and Dell Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 10

11. Supply chain planning Warehouse management Transportation management Manufacturing execution Global trade management Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 11 IS for supply chain

12. CollaborationSensing Internal and external Electronic data interchange (EDI) Electronic markets Radio frequency identification (RFID) Global positioning systems (GPS) Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 12 Collaboration and sensing

13. Customer relationship management Customer retention Profitability Revenue Listening to customers Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 13

14. CRM technologies E-mail marketing Sales force automation Customer service and support Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 14

15. Support back office business processes Modules and applications Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 15 Enterprise resource planning

16. Integration strategies Suite Best of breed Middleware Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 16

17. Implementation issues Complexity Process change Location differences Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 17

18. Software-as-a-service Subscription-based ERP advantages and disadvantages Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 18

19. Summary 1.Information systems in organizations 2.Human capital management (HCM) 3.Supply chain management (SCM) 4.Customer relationship management (CRM) 5.Enterprise resource planning (ERP) Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 19

20. Human Services case Washington, DC Human Services Different agencies, separate information systems Information gaps, lack of follow-up CRM software Funding and privacy challenges Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 20

21. Mandarin Oriental case 40 properties in 25 countries Unique properties, consistent performance standards Global approach to talent, 10,000 colleagues on four continents Talent management system Assess performance, determine career path and training Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 21

22. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 22