Chapter 11: Enterprise Systems

Question 1

Enterprise System

Answer 1

• Application used in all the functions of a business that supports decision making throughout the organization
• Uses common database system

Question 2

Supply Chain

Answer 2

Integrated network used to deliver goods and services to customers and consisting of:

1) an organization
2) its suppliers
3) transportation companies
4) and brokers

Question 3

Supply Chain configuration/steps

Answer 3

1) Raw materials
2) Supplier
3) Manufacturing
4) Distribution
5) Retailer
6) Consumer

Question 4

Supply Chain Management (SCM)

Answer 4

Process of working with suppliers and other partners in the supply chain to improve procedures for delivering products and services

Question 5

Supply Chain Management (SCM) coordinates (3 things)

Answer 5

1) Obtaining materials
2) Transforming materials into goods
3) Distributing goods to customers

Question 6

Supply Chain Management (SCM) communication takes place in 3 ways

Answer 6

1) Product flow
2) Information flow
3) Finances flow

Question 7

3 key decisions in Supply Chain Management (SCM)

Answer 7

1) Location
2) Inventory
3) Production and transportation

Question 8

Electronic Data Interchange (EDI)

Answer 8

• Enables business partners to exchange information on business transactions
• Includes web-based EDI/open EDI

Question 9

Web-based EDI/Open EDI

Answer 9

Using the Internet and Web protocols to transmit documents

Question 10

Internet-Enabled SCM

Answer 10

• Improves information sharing throughout the supply chain

- Improves customer service

Question 11

Point-of-sale (POS) systems

Answer 11

Systems that scan what is being sold and collects data in real time

Question 12

E-Marketplaces (Electronic marketplace)

Answer 12

• 3rd party exchange that provides a platform for buyers and sellers to interact and trade more efficiently online
• B2B model = Buyer to buyer

Question 13

E-Distributor

Answer 13

An E-Marketplace owned by a 3rd party that provides an electronic catalogue of products

Question 14

Online auctions

Answer 14

• By using the internet, it brings traditional auctions to customers around the globe and sells more than a traditional auction
• The sellers choose the buyer
• Ex: Ebay

Question 15

Reverse auctions

Answer 15

• Invites sellers to submit bids for products and services
• One-to-many relationship = 1 buyer and many sellers
• Buyer chooses seller
• Ex: Customer can choose to buy product Nike product on Amazon or Nike

Question 16

Collaborative Planning, Forecasting, and Replenishment (CPFR)

Answer 16

• Used to coordinate supply chain members through point-of-sale (POS) data sharing and joint planning
• Goal is to improve operational efficiency and to manage inventory

Question 17

Exception management

Answer 17

• Planning for handling unforeseen problems
• Planning for the future
• Lessons learned can be used in future planning

Question 18

Collaborative Planning, Forecasting, and Replenishment (CPFR) process (4 things)

Answer 18

1) Analysis
2) Strategy and planning
3) Execution
4) Supply and demand management

Question 19

3D Printing or Additive Manufacturing

Answer 19

Process for making a physical object from a three-dimensional digital model

Question 20

Drones

Answer 20

Specialized robot that is designed to fly and perform certain automated tasks

Question 21

Internet of Things (IoTs)

Answer 21

• Network of physical devices, everyday objects such as iPhones
• Helps reduce inventory loss, fuel costs, keeps temperature of product stable in transit, manages warehouse inventory, improves customer service and gathers BI on product usage

Question 22

Customer Relationship Management (CRM)

Answer 22

• The processes a company uses to track and organize its contacts with customers
• Improves customer service
• Uses customer contact information for targeted marketing
• Helps organizations understand customers and meet customer needs

Question 23

Customer Relationship Management (CRM) can be implemented in 3 ways

Answer 23

1) On-premises CRM: Hosting CRM software on the company’s own server
2) Web-based CRM: Using internet to access CRM
3) Software packages available for setting up a CRM system

Question 24

4 features of Customer Relationship Management (CRM) packages

Answer 24

1) Salesforce automation
2) Survey management
3) eCRM or web-based CRM
4) Automated customer service

Question 25

Personalization

Answer 25

- Process of satisfying customers’ needs by designing goods and services that meet customers’ preferences better, company makes change - Requires gathering customer information - Implementation requires internet, data, mobile networks, and collaborative filtering (CF): Identifies group of people based on common interests and recommends products to these groups

Question 26

Collaborative Filtering (CF)

Answer 26

- Search for specific information or patterns, using input from multiple business partners and data sources - Identifies groups of people based on common interests and recommends products - Needs large sample of users

Question 27

Customization

Answer 27

- Allows customers to modify the standard offering | - Ex: Selecting a different home page to be displayed each time the Web browser is opened

Question 28

Knowledge Management (KM)

Answer 28

- Draws on concepts of organizational learning, culture, and best practices to: 1) Convert tacit knowledge (knowledge that is hard to transfer by writing or speech) into explicit knowledge 2) Create a knowledge sharing culture in an organization - Eliminates obstacles to sharing knowledge - Technique used to improve CRM systems - Encourages open communication and exchange of ideas

Question 29

Chief Knowledge Officer (CKO)

Answer 29

Ensures that knowledge resources are collected, stored, and disseminated among key decision makers

Question 30

Enterprise Resource Planning (ERP)

Answer 30

- Integrated system that collects and processes data and manages/coordinates resources, information, and functions throughout an organization - Includes hardware, software, proceeds, input (data) - Systems use a unified database