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MIS > Chapter 8: Enterprise applications: Business Communication > Flashcards

Chapter 8: Enterprise applications: Business Communication Flashcards

1
Q

Integration tools

A

Enterprise system
Enterprise application integration
Middleware
Enterprise application integration middleware

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2
Q

Enterprise system

A

Provide enterprise wide support and data access for a firm’s operations and business processes

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3
Q

Enterprise application integration (EAI)

A

Connects the plans, methods, and tools aimed at integrating separate enterprising systems

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4
Q

Middleware

A

Several different types of software that sit between and provide connectivity for two or more software applications

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5
Q

Enterprise application integration middleware

A

Packs commonly used applications together, reducing the time needed to integrate applications from multiple vendors

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6
Q

Supply chain management (SCM)

A

The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability
- good example is amazon

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7
Q

Three main links of the supply chain

A
  1. Materials flow from suppliers and their upstream suppliers at all levels
  2. Transformation of materials into finished products
  3. Distribution of products to customers
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8
Q

Benefits of SCM

A

Improved visibility

Increased profitability

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9
Q

Supply chain visibility

A

The ability to view all areas up and down the supply chain in real time

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10
Q

Supply chain planning system

A

Uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory

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11
Q

Supply chain execution system

A

Automates the different activities of the supply chain

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12
Q

Bullwhip effect

A

Occurs when distorted product demand information ripples from one partner to the next throughout the supply chain

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13
Q

Demand planning system

A

Generates demand forecasts using statistical tools and forecasting techniques, so companies can respond faster and more effectively to consumer demand through supply chain enhancements

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14
Q

Common supply chain metrics include

A

Back order
Inventory cycle time
Customer order cycle time
Inventory turnover

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15
Q

Challenges of SCM

A

Cost and complexity

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16
Q

Cost

A

A SCM system can cost millions of dollars for the software and millions more for help implementing the system

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17
Q

Complexity

A

The move towards globalization is increasing complexity in the supply chain

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18
Q

Fastest growing SCM components (don’t have to memorize)

A

Collaborative demand planning
Collaborative engineering
Selling chain management
Supply chain event management (SCEM)

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19
Q

Customer relationship management (CRM)

A

Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organizations profitability
- Charles schwab and kaiser permanence have had great success implementing CRM systems

20
Q

CRM reporting technology

A

Helps organizations identify their customers across other applications

21
Q

CRM analysis technologies

A

Help organizAtions segment their customers into categories such as best and worst customers

22
Q

CRM predicting technologies

A

Help organizations make predictions regarding customer behavior such as while customers are at risk of leaving

23
Q

Operational CRM

A

supports traditional transactional processing for day to day front office operations or systems that deal directly with the customers

24
Q

Analytical CRM

A

Supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers

25
Marketing and operational CRM technologies
List generator Campaign management system Cross selling and up selling
26
Sales and operational CRM technologies
Sales management CRM systems Contact management CRM systems Opportunity management CRM systems
27
Customer service operational CRM
Contact center (call center) Web based self service system Call scripting system
28
Analytical CRM
Relies heavily on data warehousing technologies and business intelligence to glean insights into customer behavior
29
Current trends include
Supplier relationship management Partner relationship management Employee relationship management
30
Reasons Enterprise Resource Planning systems are powerful tools
- logical solution to incompatible applications - addresses global info sharing and reporting - avoids the pain and expense of fixing legacy systems
31
Core ERP component
Traditional components included in most ERP systems and they primarily focus on internal operations
32
Extended ERP components
Extra components that meet the organizational needs not covered by the core components and primarily focus on external operations
33
Examples of core ERP components
Accounting and finance ERP component Production and materials management ERP component Human resource ERP component
34
Examples of extended ERP components
Business intelligence Customer relationship management Supply chain management Ebusiness
35
Measuring ERP success
The learning and growth perspective The internal business process perspective The customer perspective The financial perspective
36
Integration
Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems
37
5 basic supply chain activities
``` Plan Source Make Deliver Return ```
38
Plan
Prepare to manage all resources required to meet demand
39
Source
Build relationships with suppliers to procure raw materials
40
Make
Manufacturers products and create production schedules
41
Deliver
Plan for transportation of goods to customers
42
Return
Support customers and products returns
43
Supply chain metrics
Back order Inventory cycle time Customer order cycle Inventory turnover
44
Back order
An unfilled customer order for a product that is out of stock
45
Inventory cycle time
The time it takes to manufacture a product and deliver it to the retailer
46
Customer order cycle time
The agreed upon the between the purchase of a product and the delivery of the product
47
Inventory turnover
The frequency of inventory replacement

MIS (12 decks)

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