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Bus 290: Chapter 9

Bus 290: Chapter 9. Enterprise Systems to Manage the Supply Chain & Customer Relationships. Objectives. How do enterprise systems help businesses achieve operational excellence Supply chain management & coordination of planning, production & supplier logistics

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Bus 290: Chapter 9

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  1. Bus 290: Chapter 9 Enterprise Systems to Manage the Supply Chain & Customer Relationships

  2. Objectives • How do enterprise systems help businesses achieve operational excellence • Supply chain management & coordination of planning, production & supplier logistics • CRM systems and customer intimacy • Challenges posed by Enterprise apps • Use of enterprise apps as platforms for cross functional services

  3. Enterprise Systems • Set of integrated software modules & entral database • Manufacturing & production • Human Resources • Finance & Accounting • Sales & Marketing • See table 9-1 for more detail • Coordination across the company/enterprise

  4. Enterprise Systems • What is the value? • Reduced inventories • Reduced workforce • More up to date information • Better planning • Better control

  5. SCM • The bigger you are, or the more complex your product: • The more parts • The more suppliers • The more diverse they are • The harder the management

  6. SCM • Similar to logistics …

  7. SCM = Logistics? Logistics is often defined as 7Rs: • Right place • Right time • Right quantity • Right quality • Right price • Right condition • Right customer

  8. Inventory • Push vs. Pull • 3 Kinds • Why do we carry inventory? • What are the costs of inventory • What text calls Bullwhip effect • Traditional models vs. MRP • Demand planning

  9. What does SCM system info do? • What to produce, store and ship (and when) using actual customer demand • Rapid communication of order • Track status of orders & shipments • Inventory availability & levels • Reduces cost of inventory, transportation & warehousing • Communication of product design

  10. Global Supply Chain • Distance • Shipping time • Need real time communication

  11. CRM • Why is it important? • Touch points • Software has modules for • Marketing • Cross-selling • Up-selling • Response to various campaigns • Sales • Who are the best customers • Customer information • service • Up-to-date info on products owned • Warranty card info

  12. CRM • Operational • Sales force automation • Call centre support • Analytical • Evaluation of touch-points • Customer Lifetime Value (CLTV) • Impact of improved mobile devices

  13. Homework • Decision Problems 1 & 2 • Discussion question 3

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