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Aplikacije za potporu poslovnih funkcija

(Financije, Računovodstvo, Proizvodnja, Ljudski potencijali...)

Međuorganizacijske aplikacije Upravljanje vezama s kupcima CRM, Upravljanje nabavnim lancima SCM, Planiranje poslovnih resursa ERP

Aplikacije poslovnog sustava

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Enterprise Business Systems e-Business Applications e-Commerce Cross-functional

Enterprise Systems Customer Relationship

Management Enterprise Resource

Planning Supply Chain

Management

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Learning Objectives1. Identify the following cross-functional

enterprise systems and give examples of how they can provide significant business value to a company.

a) Enterprise resource planningb) Customer relationship managementc) Supply chain managementd) Enterprise application integratione) Transaction processing systemsf) Enterprise collaboration systems

2. Give examples of how Internet and other information technologies support business processes within the business functions of accounting, finance, human resource management, marketing, and production and operations management.

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LEARNING OBJECTIVES

• Understand the essentials of enterprise systems and computerized supply chain management.

• Describe the various types of supply chains.• Describe some major problems of managing supply

chains and some innovative solutions.• Describe some major types of software that

support activities along the supply chain.• Describe the need for integrated software and how

ERP does it.• Describe CRM and its support by IT.

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CustomerFeedback

MarketResearch

MarketTest

ComponentDesign

ProductTest

ProductRelease

ProcessDesign

EquipmentDesign

ProductionStart

Marketing R&D/Engineering Manufacturing

Enterprise Business Systems

New Product New Product Development ProcessDevelopment Process

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ERP and Supply Chains

It is comprised of a set of applications that automate routine back-end operations:

such as financial managementinventory managementSchedulingorder fulfillmentcost controlaccounts payable and receivable,

It includes front-end operations such as:POSField SalesService

It also increases efficiency, improves quality, productivity, and profitability.

ERP or enterprise systems control all major business processes with a single software architecture in real time.

ESSENTIALS OF ENTERPRISE SYSTEMS AND SUPPLY CHAINSESSENTIALS OF ENTERPRISE SYSTEMS AND SUPPLY CHAINS

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Suppliers

Customers

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Supply Chain ManagementSourcing - Procurement

Enterprise Resource PlanningInternal Business Processes

Customer Relationship ManagementMarketing – Sales - Service

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Enterprise Application ArchitectureEnterprise Application Architecture

Enterprise Business Systems

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Typical Enterprise Application Architecture

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Customer Relationship Management (CRM) Software

Gathers data from operations activities such as: Sales automation Customer service center operations Marketing campaigns Web site performance

Improve & enrich customer interaction

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ESSENTIALS OF ENTERPRISE SYSTEMS AND SUPPLY CHAINSESSENTIALS OF ENTERPRISE SYSTEMS AND SUPPLY CHAINS

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Created Real-time Configure-to-Order System

Enterprise e-Business Systems Need End-to-End Connectivity:

Across Different Processes From Legacy Systems to its Suppliers,

Customers and Partners Orders by Customers Travel Great Global Distances

Systems Update Order Status Communicate with Other Systems-Real Time Orders Zip Across Atlantic Average 4 Times

Enterprise Business SystemsIBM Corporation: Global Cross-IBM Corporation: Global Cross-Functional Enterprise SystemsFunctional Enterprise Systems

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1st Generation Enterprise Computing Discrete Business Applications within Enterprise

Coupled by manual or batch processing Separate application sets like Order, Inventory, Accounting Through print-out or screen-scraper

Local optimization on each business operation Data silo issue

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2nd Generation Enterprise Computing

Monolithic Integration with Package Apps around Business Process ERP package integrates a set of application tightly but monolithic

Data silo issue resolved within ERP Needs many customization to adopt

New business application packages create higher level data silo issue Between application packages like CRM, e-commerce, SCM etc.

B2B and B2C create new integration needs across enterprises

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3rd Generation Enterprise Computing EAI needs by On-demand Business

ERP and monolithic application packages integration through EAI (Enterprise Application Integration)

Has to be responsive through entire processes as enterprise in network economy Still tightly non-flexible integration between business processes

No dynamic partnership enabled Difficult to change and create new process (70% of IT budget spent for current

system-associated maintenance) Difficult to change IT resource for business transaction fluctuation

Huge spike as e-commerce nature

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Next-Generation Enterprise Computing Enterprise Application Needs for Network Economy

Build business process dynamically as composite services within Enterprise and across Enterprise

Disintegrate monolithic business processes Long business transaction to complete a business process Dynamic resource allocation for transaction fluctuation

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Functional Areas in a Business

BusinessFuntion

Accounting

Financing

MarketingSales

Operations

Human Resources

•Cash Management•Asset Management•Budgeting

•A/R•A/P•Payroll•General Ledger

•Compensation•Vacation•Skills/Training

•Receiving•Fulfillment•Process control•Purchasing

•Order Taking•CRM•Self-service

•Retail Pricing•Sales Promotions•Sales Force Management.•Customer Loyalty•Interactive Marketing

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Functional Areas – Value Chain PerspectiveThe value chain model, views activities in organizations as either primary (reflecting the flow of goods and services) or secondary (supporting the primary activities). The organizational structure of firms is intended to support both of these types of activities.

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Functional Areas – Supply Chain PerspectiveThe supply chain is a business process that links all the procurement from suppliers, the transformation activities inside a firm (the value chain) and the distribution of goods or services to customers via wholesalers and retailers.

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Functional Information Systems

Composed of smaller systems: A functional information system consists of several smaller information systems that support specific activities performed in the functional area.

Integrated or independent: The specific IS applications in any functional area can be integrated to form a coherent departmental functional system, they can be integrated across departmental lines to match a business process or be completely independent.

Interfacing: Functional information systems may interface internally with each other to form the organization-wide information system or externally systems outside the organization.

Supportive of different levels: Information systems applications support the three levels of an organization’s activities: operational, managerial, and strategic

Functional information systems support the organization, processes and business model.

Enterprise Wide Environment – All business units.

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Transactional

Office

Decision Support

Strategic

Functional Information Systems

Business transactions, events and processes. Support of the business and customers.

Back office administrative tasks and ops.

Datamining ops that support

management

Data Analysis and statistical

forecasting.

Operation Level of the company is normally highly structured and predefined.

Dynamic and what-if features.

IntegratedIntegrated

Clerical documents, schedules, mail,

manuals, etc.

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Transaction Processing Information Systems

The transaction processing system Monitors Collects Stores Processes Disseminates information

for all routine core business transactions.

In every organization there are business transactions that provide its mission-critical activities. Each transaction may generate additional transactions. Since the computations involved in most transactions are simple and the transaction processes are well defined they can be easily computerized.

The primary goal of is to provide all the information needed to keep the business running properly and efficiently.

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– Product Lifecycle Management PLM is a business strategy that enables manufacturers to control and share product-related data as part of a products design and development efforts. Web-based supply chains and other technologies are employed to automate this collaborative effort.

Managing Production/Operations & LogisticsManaging Production/Operations & Logistics

This electronic-based collaboration can reduce product cost travel expenses reduce costs associated with product-change management reduce the time it takes to get a product to market

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– Product Lifecycle Management Managing Production/Operations & LogisticsManaging Production/Operations & Logistics

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– Marketing and Sales Systems Channel systems are the involved in the process of getting a product or service to customers and dealing with their needs. These systems link and transform marketing, sales, procurement, logistics, and delivery activities with other corporate functional areas.

Some of the channel-system activities are: customer relations distribution channels and in-store innovations marketing management telemarketing

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– Marketing and Sales Systems

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ProductionPlanning Integrated

Logistics

Accounting and Finance

HumanResources

Sales,Distribution,

OrderManagement

Customer/Employee

Enterprise Resource PlanningThe Technological Backbone The Technological Backbone of e-Businessof e-Business

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Enterprise Resource PlanningColgate-Palmolive: The Colgate-Palmolive: The Business Value of ERPBusiness Value of ERP Use of Software across the Entire

Spectrum of the Business Activities That Once Took Days

now Take Hours On-Time and Correctness of

Deliveries Improved Significantly Inventories Reduced by 1/3 and

Realized Meaningful Cost Savings Graphically… Graphically…

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Su

pp

liers

Human Resources

Finance and Accounting

DemandPlanning

Manufacturing Planning

LogisticsPlanning

DistributionPlanning

OrderEntry

Enterprise Resource Planning

Cu

sto

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s

Purchasing& Accounts

Payable

MRPInbound

InventoryPlant Mgmt.

Manufacturing& ProductionScheduling

InventoryControl &

Warehousing

Distribution& AccountsReceivable

Enterprise Resource PlanningColgate-Palmolive: The Colgate-Palmolive: The Business Value of ERPBusiness Value of ERP

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Benefits of ERPQuality and EfficiencyDecreased CostsDecision SupportEnterprise AgilityFailures in ERP Do Exist

Enterprise Resource Planning

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SAP AG’s Software Installation Problems of ERP Integrated Suite into a Retail Environment

Sobey’s Grocer Had Problems with Number of Transactions

Jo-Ann Stores and Petsmart Blamed Software for Poor Financial Performance

Sobey’s is Replacing System

Enterprise Resource PlanningSobeys Inc.: Failure in ERP Sobeys Inc.: Failure in ERP ImplementationImplementation

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Causes of ERP Failures Underestimating the

Complexity of Planning, Development, and Training Needed

Failure to Involve Affected Employees

Trying to do Too Much Too Fast

Over Reliance by Company on Claims of Software Companies

Enterprise Resource Planning

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Enterprise Application IntegrationEAI Software Connects Major e-Business Applications Like CRM and ERPEAI Software Connects Major e-Business Applications Like CRM and ERP

Front-OfficeCRM ApplicationsCustomer Service

Field ServiceProduct Configuration

Sales Order Entry

Back-OfficeERP Applications

DistributionManufacturing

SchedulingFinance

EnterpriseApplicationIntegration

EAI