1. Copyright © 2014 Pearson Education, Inc. 1 Chapter 8 Learning Objectives Supply Chain Management Describe supply chain management systems and how they help to improve interorganizational business processes. Customer Relationship Management Describe customer relationship management systems and how they help to improve the activities involved in promoting and selling products to customers as well as providing customer service and nourishing long-term relationships.

2. Copyright © 2014 Pearson Education, Inc. 2 A Typical Supply Network

3. Copyright © 2014 Pearson Education, Inc. 3 Business-to-Business Electronic Commerce: Exchanging Data in Supply Networks Portals – Supplier Portals – Customer Portals

4. Copyright © 2014 Pearson Education, Inc. 4 Managing Complex Supply Networks

5. Copyright © 2014 Pearson Education, Inc. 5 Benefits of Effectively Managing Supply Chains Just-in-Time Production Vendor-Managed Inventory

6. Copyright © 2014 Pearson Education, Inc. 6 Supply Chain Pitfalls & Considerations The Bullwhip Effect Corporate Social Responsibility

7. Copyright © 2014 Pearson Education, Inc. 7 Supply Chain Planning (SCP) SCP involves multiple SCM tools and modules working together to meet business needs and customer demand

8. Copyright © 2014 Pearson Education, Inc. 8 Supply Chain Execution (SCE) SCE focuses on the efficient and effective flow of materials, information, and financial transactions

9. Copyright © 2014 Pearson Education, Inc. 9 Supply Chain Visibility and Analytics Supply chain visibility – Product Tracking – Anticipating adverse impacts Weather impacts Labor negotiations Supply chain analytics – Monitoring SC Performance – Identifying problem spots

10. Copyright © 2014 Pearson Education, Inc. 10 Supply Chain Visibility and Analytics

11. Copyright © 2014 Pearson Education, Inc. 11 SCM Modules -- Examples SCM ModuleKey Uses Manufacturing executionSupport production processes Order promisingProvide answers to customer queries Transportation executionManage logistics Supply chain analyticsMonitor key performance indicators

12. Copyright © 2014 Pearson Education, Inc. 12 Developing an SCM Strategy

13. Copyright © 2014 Pearson Education, Inc. 13 Key Technologies for Enhancing SCM Extensible Markup Language – XML, much like HTML for Web sites, creates a standard many businesses can use to help facilitate exchanging data

14. Copyright © 2014 Pearson Education, Inc. 14 Key Technologies for Enhancing SCM: Radio Frequency Identification

15. Copyright © 2014 Pearson Education, Inc. 15 Customer Relationships

16. Copyright © 2014 Pearson Education, Inc. 16 Developing a CRM Strategy

17. Copyright © 2014 Pearson Education, Inc. 17 Architecture of a CRM System

18. Copyright © 2014 Pearson Education, Inc. 18 Analytical CRM: Digital Dashboards

19. Copyright © 2014 Pearson Education, Inc. 19 Analytical CRM: Identity Management

20. Copyright © 2014 Pearson Education, Inc. 20 Ethical Concerns with CRM CRM systems may facilitate coercive sales practices Systems may categorize customers in a way customers take offense to Personalized communication may become too personal