1

Current Technologies

ERP CRM SCM

Information Technology for Management

2

ERP

A business management system that integrates all facets of the business, including planning, manufacturing, sales, and marketing.

As the ERP methodology has become more popular, software applications have emerged to help business managers implement ERP in business activities such as inventory control, order tracking, customer service, finance and human resources

3

IT Bridges Information Gap

Finance

Human Resource

Logistics Resource

Maintenance Management

Sales & Distribution

Manufacturing

Quality Management

Materials Management

Strategic & Operation Planning

Enterprise Resource Planning System

Before ERP

Sales Production Logistics Billing

Order

Problems: Delays, lost orders, keying into different computer systems invites errors

An example: order fulfillment

With ERP

Data Finance Analysis

Service Manu-

E

facturing

R P

Sales

Human Inventory Resources & Supply

An example: order fulfillment

SAP, 16.86%People Soft, 5.71%

Oracle, 5.26%

McKesson, 4.86%

J D Edw ards, 3.54%

Misys, 2.80%

BaaN, 2.74%

GEAC, 2.63%JBA, 2.11%SSA, 1.37%

Others, 52.11%

SAP People Soft Oracle McKesson J D Edwards Misys

BaaN GEAC JBA SSA Others

Market Share Of ERP Providers

7

CRM

Customer Relationship Management

Gain more control in interaction with customers

Manage expectations better Understand what customers

really want Provide products that better

serve customers Increase trust Competitive advantage

8

Customer Lifecycle Care

9

The Benefits of Customer Relationship Management

Retention Lift/upsellAcquisition Likelihood toRecommend

Total Perceived

Value

In addition to LTV of the customer, likelihood to recommend is another important benefit of CRM.

10

SCM Materials are any commodities used directly or

indirectly in producing a product or service. Raw materials, component parts, assemblies, and supplies

A supply chain is the way materials flow through different organizations from the raw material supplier to the finished goods consumer

Supply chain management (SCM) is the process of planning, implementing, and controlling the operations of the supply chain with the purpose to satisfy customer requirements as efficiently as possible.

11

The Supply Chainwith Technology

Supplier

Supplier

Supplier

Inventory

Inventory

Distributor

Inventory Inventory

Manufacturer

Customer

Customer

Customer

Market research datascheduling information

Engineering and design dataOrder flow and cash flow

Ideas and design to satisfy end customer

Material flowCredit flow

B2B

ERPB2C

CRM

JIT