MIS Session 13
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Transcript of MIS Session 13
Management Information SystemsManagement Information Systems
• Network of organizations & business processes for
– Procuring raw materials, – Transforming these materials into intermediate and
finished products, – Distributing the finished products to customers.
• It links
– Suppliers, Manufacturing plants, Distribution Centers, Retail outlets, and customers
– Supply goods and services from source through consumption.
• Materials, information, and payments flow through the supply chain in both directions
What is Supply Chain?
© Prentice Hall 20112
Management Information SystemsManagement Information Systems
NIKE’S Supply Chain
© Prentice Hall 20113
Management Information SystemsManagement Information Systems
• Upstream of supply chain – It includes the company’s suppliers, the suppliers’
suppliers, – the processes for managing relationships with
suppliers at all levels
• Downstream of supply chain – It includes organizations and processes for distributing
and delivering products to the final customers.
© Prentice Hall 20114
Two Streams of Supply Chain?
Management Information SystemsManagement Information Systems
BULLWHIP EFFECT IN SUPPLY CHAIN
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Management Information SystemsManagement Information Systems
• Supply Chain planning systems– Model existing supply chain, – Demand planning and forecasting– Develop optimal sourcing and manufacturing plans– Example: Cannondale Demand Planning System
• Supply Chain execution systems– Manage the flow of products through distribution centres and warehouses – Products delivery to the right locations in the most efficient manner. – Tracking the physical status of goods– the management of materials, warehouse and transportation operations– Example: UPS Package Tracking System
Supply Chain Management System(SCMS)
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Management Information SystemsManagement Information Systems
CASE STUDY
“
CANNONDALE LEARNS TO MANAGE A GLOBAL
SUPPLY CHAIN
”
Information System for Supply Chain Management
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Management Information SystemsManagement Information Systems
CANNONDALE LEARNS TO MANAGE A GLOBAL SUPPLY CHAIN
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• Southwest Airlines Takes off with better Supply Chain Management
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 5-9
Management Information SystemsManagement Information Systems
• Nike Supply Chain Management Disaster
• http://www.dailymotion.com/video/xzqv1o_nike-supply-chain-management-disaster_school
Implementation of SCM- Issues and Challenges
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Management Information SystemsManagement Information Systems
© Prentice Hall 201111
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Customer Relationship Management(CRM)
Systems
Management Information SystemsManagement Information Systems
• An integrated approach for identifying, acquiring and maintaining customers. siebel.com
• To coordinate all of the business processes that deal with customers in – sales– Marketing – Customer service
• To optimize revenue, customer satisfaction, and customer retention.
• To manage firm’s relationships with their customers in a superior manner
© Prentice Hall 201113
A shift in thinking• Transaction Learning relationship• Mass Marketing Individual marketing• Transaction Value Life time value• Product Life Cycle Customer Life Cycle• Customer Satisfaction Customer Loyalty• Share of the market Share of the customer• Product differentiation Customer differentiation
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• First, we will obsess over our customers.
• Obsessing over our customers is everybody's job.
• I'm looking to the engineering teams to build the experiences our customers love.
• I'm looking to the sales and marketing organizations to showcase our unique value propositions and drive customer usage first and foremost
(http://www.microsoft.com/en-us/news/ceo/index.html)
Management Information SystemsManagement Information Systems
• Capture and integrate customer data from all over the organization, Consolidate and analyse the data and distribute the results to various systems and customer touch points
• A touch point is a method of interaction with the customer such as telephone, e-mail, Web site
How CRM System Works?
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Management Information SystemsManagement Information Systems
• Single enterprise view of customers for improved sales and customer service.
• Single view of the company to the customers regardless of touch point
What CRM System Provides?
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Management Information SystemsManagement Information Systems
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Company Product name1. Microsoft Microsoft Dynamics CRM 3.02. Sage Software SalesLogix CRM3. SAP America Inc. SAP Business One CRM4. Parature Inc. Parature5. Entellium Entellium CRM6. Pivotal corp. Pivotal CRM7. Maximizer Software Maximizer Enterprise CRM8. Netsuite Inc. NetSuite CRM+9. Oncontact Software Oncontact V10. ADAPT Software Applications ADAPT crm11. Exact Software North America e-Synergy12. Saleforce.com
2020software.com Where is Siebel??
CRM Providers
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• The world's most complete customer relationship management (CRM) solution, Oracle's Siebel CRM helps organizations differentiate their businesses to achieve growth.
• Siebel delivers a combination of transactional, analytical, and engagement features to manage all customer-facing operations.
• With solutions tailored to more than 20 industries, Siebel CRM delivers comprehensive on premise and on demand CRM solution
• http://www.oracle.com/us/products/applications/siebel/overview/index.html
Management Information SystemsManagement Information Systems
Operational CRM• Customer-facing applications, such as
– sales force automation– Call centre and customer service support– Marketing automation
Analytical CRM • Applications that mine customer data generated by
operational CRM
• For improving business performance and decision making
OPERATIONAL VERSES ANALYTICAL CRM
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Direct marketing:
Cross-product analysis
Customer profiling
Measures Churn rate number of customers who stop using or purchasing products
or services
Determine Customer lifetime value (CLTV) – Revenue produced by a specific customer, – Expenses incurred in acquiring and servicing that customer,
and the– Expected life of the relationship
Management Information SystemsManagement Information Systems
HOW ANALYTICAL CRM WORKS?
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A Successful CRM Implementation Project in a Service Company: Case Study (uploaded)
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 5-25
Avoid the following Four Perils of CRM)
Peril 1: Implementing CRM Before Creating a Customer Strategy
Peril 2: Rolling Out CRM Before Changing Your Organization to Match
Peril 3: Assuming that More CRM Technology Is Better
Peril 4: Stalking, Not Wooing, Customers
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