Week 10 - Organizations and IS

Question 1

Information Systems by Scope

Answer 1

1. Personal IS
2. Workgroup IS
3. Enterprise IS
4. Inter-Enterprise IS

Question 2

Information Silo

Answer 2

situation when data are isolated in separate systems

Question 3

Solve problems of departmental silos

Answer 3

1. sales and marketing (lead generation, lead tracking, sales forecasting, customer management)
2. operations (order entry, order management)
3. manufacturing (inventory, planning, scheduling)
4. customer service (account tracking, customer support and training)
5. HR (recruitment, compensation, HR planning)
6. accounting (general ledger, financial reporting, account receivable, account payable)

Question 4

Problems of Information Silos

Answer 4

• data are duplicated
• disjointed business processes
• lack of integrated enterprise information
• inefficiency: decisions are isolated
• increase expense

Question 5

ERP

Answer 5

(Enterprise Resource Planning)
–> improve and streamline internal processes/operations

Question 6

CRM

Answer 6

(Customer Relationship Management)
–> enhance the relationship with the customer

• a suite of applications, a database, and a set of inherent processes
• intended to support customer-centric organization
• manage all interactions with customers through 4 phases of customer life cycle (customer acquisition, relationship management, loss/churn, marketing)

Question 7

SCM

Answer 7

(Supply chain management)
–> facilitate collaboration among suppliers and also a different business partner

Question 8

Supply chain + flowing upstream, flowing downstream

Answer 8

–> supplier, manufacturer, distributor, retailer, customer, transportations, and warehouse

flowing upstream: from customer
flowing downstream: to customer

Question 9

bullwhip effect

Question 10

evaluate CRM and SCM performance

Answer 10

• benchmarking (a process of measuring performance and comparing it with other players in the industry)
• metrics (the assessment criteria)

Question 11

SCM Metrics

Answer 11

• backorder
• customer order promised/actual cycle time
• transit time

Question 12

CRM Metrics

Answer 12

measure user satisfaction and interaction (sales metrics, service metrics, and marketing metrics)

Question 13

ERP systems are powerful tools because

Answer 13

• logical solution to incompatible applications
• addresses global information sharing and reporting
• avoids the pain and expenses of fixing legacy systems

Question 14

ERP Components

Answer 14

Core
1. accounting and finance
2. production and materials management
3. HR
Extended
1. BI
2. CRM
3. supply chain management
4. E-business

Question 15

4 CRM applications (from CRM Database)

Answer 15

1. sales applications
2. relationship management applications
3. customer support applications
4. solicitation and lead management application

Question 16

ERP

Answer 16

Enterprise Resource Planning
- Suite of applications, database, and a set of inherent processes
- For consolidating business operations into a single consistent computing platform (internal
processes)
- Integrates all departments and functions throughout an organization into a single system (or
integrated set of IT systems)
- Employees can make enterprise-wide decisions by viewing enterprise-wide information on all
business operations