Enterprise Applications.ppt

EnterpriseApplications AchievingOperationalExcellence CustomerIntimacy TastyBakingPre wrappedsingle portiontreatsCupcakesSnackpiesCookiesdonuts 170millioninsalesin2007Through15 500conveniencestores supermarketsMarketshare salesdroppingProfitabilityatall timelowTechnicallychallenged inflexiblemanufacturingNotimelyinfoforTrackingmanufacturingoutputsWarehouseshipments ChallengesShipmentsweremissedExcessinventoryhadtobesoldatadiscountOperatingcostsroseSalesinfocomefromitsnetworkofsalesdistribution SolutionInstallenterprisesystemusingSAPConsultantsfromSAP DeloitteMicrosoftSQLserverdatabaseChangesinitsbusinessprocessestotakemaximumadvantagesofSAPcapabilities BenefitsReducedInventorywrite downsby60 Pricemarkdownby40 CustomersatisfactionhasincreasedLowerreturnratesHigherorderfillrates 9 1Enterprisesystems9 2Supplychainmanagementsystems9 3Customerrelationshipmanagementsystems9 4EnterpriseapplicationsNewopportunities challenges 9 1Enterprisesystems Enterpriseresourcesplanning ERPChapter2AsuiteofintegratedsoftwaremodulesAcommoncentraldatabaseDataarecollectedfromallDivisionsanddepartmentsinafirmKeybusinessprocessMadedataimmediatelyavailabletoallDivisionsanddepartmentsinafirmKeybusinessprocess 鼎新WorkflowERP SalesrepPlaceanorderfortirerimsThesystemverifyCustomer screditlimitScheduletheshipmentIdentifythebestshippingrouteIfinventoryisinsufficientThesystemschedulesthemanufacturing EnterprisesoftwareBuiltaroundthousandsofpredefinedbusinessprocessesBestpractice典範作業MostsuccessfulsolutionsorproblemsolvingmethodSourcesofbestpracticesConsultingfirmsEnterprisesoftwarefirmsHireaconsultingfirmorenterprisesoftwarefirmObtaintheknowledgebaseofbestpractice ImplementationSelectthefunctionsFinance account MapTheirbusinessprocessesPredefinedbusinessprocessesofsoftwaresupportedConfigurationtablesTailorsoftwaretobusinessprocessesABCaccounting standardcostaccounting IfsoftwaredoesnotsupportthewaytheorganizationdoesbusinessRewritesoftwareSoftwareiscomplexExpensivecustomizationDegradesystemperformanceCompanychangesthewaytheyworkMajorERPvendorsSAPOracle 鼎新電腦 BusinessvalueofenterprisesystemsIncreaseoperationefficiencyProvidefirm wideinformationMakebetterdecisionEnforcestandardpracticesanddataEveryonedoesbusinessthesamewayEx Coca cola SAP Standardizebusinessprocessin200countriesLeverageitsworld widebuyingpower RespondrapidlytocustomerrequestsIntegratedataorders manufacturing EvaluateoverallorganizationalperformanceAnalyticaltools 9 1Enterprisesystems9 2Supplychainmanagementsystems9 3Customerrelationshipmanagementsystems9 4EnterpriseapplicationsNewopportunities challenges SupplychainNetworkoforganizationsandbusinessprocessesProcuringrawmaterialsTransformingmaterialsintoComponentsFinishproductsDistributetocustomers Design market sell Shanks Heels Information supplychainmanagementInefficienciesinthesupplychainPartshortageUnderutilizedplantcapacityExcessivefinishedgoodsinventoryHightransportationcostCausedbyinaccurateoruntimelyinformation ManufacturerhasperfectinformationExactlyhowmanyunitsWhencustomerswantedMakeJust in timestrategypossible UncertaintyariseinsupplychainsUncertainproductdemandLateshipmentsfromsuppliersDefectivepartsorrawmaterialsProductionprocessbreakdownSolutionsBuildmoreinventoryOnproductthatmanufacturerthinkscustomerneedSafetystockInventorycostvs lowfillratecost Bullwhipeffect長鞭效應 啤酒遊戲 beergame InformationaboutthedemandforaproductGetdistortedAsitpassfromoneentitytothenextAcrossthesupplychainThesechangesripplethroughoutthesupplychainMagnifyingCreatingexcessinventory P GPampersdisposaldiapersOfferaggressivepricepromotionCustomerpurchasesarefairlystableOrderfromdistributorswillspikeThebullwhipistamedByreduceuncertaintyAccurate up to dateinfo SupplychainmanagementapplicationsSupplychainplanningGeneratedemandforecastsDemandplanningHowmuchproductabusinessneedstomaketosatisfyallitscustomers demandDevelopsourcingandmanufacturingplansHowmuchtomanufactureinagivenperiodEstablishinventorylevelDeterminewheretostorefinishedgoods ExampleAlargecustomerplacealargeorderthanusualorchangetheorderonshortnoticeCreateawidespreadimpactadditionalmaterialdifferentmixofrawmaterialsSupplychainplanningsoftwaremakesthenecessaryadjustmentssharestheinfoaboutallchanges SupplychainexecutionManagetheflowofproductsThrudistributioncentersandwarehouseEnsurethatproductsaredeliveredtotherightlocationsInthemostefficientmannerFunctionsTrackgoodsManagematerial warehouse transportationFinancialinformation MajorvendorsManugisticsi2SAPOracle GlobalSCM theInternetBeforeInternetDifficultiestomakeinfoflowInternalsupplychainERPExternalsupplychainIncompatibletechnologyplatform InternetTechnologyIntranetExtranetImprovecoordinationamongsupplychainBenefitsInstantlycommunicationUp to dateinfoExampleCustomercantapintosupplier ssystem台積電虛擬工廠TSMC Virtuecompany GlobalsupplychainissuesAdditionalcostsofoffshoremanufacturingTransportationInventoryTheneedforalargerbufferofsafetystockLocaltaxesFeesForeigngovernmentregulationCulturaldifference Demand drivensupplychainsFrompushtopullmanufacturingEfficientcustomerresponse ECR Push basedmodelBuild to stockBasedonforecastProductsarepushedtocustomers Pull basedmodelDemand drivenmodelBuild to orderOrdersorpurchasestriggereventsTransactionstoproduceanddeliveronlywhatcustomershaveorderedWalmartContinuousreplenishmentsystemDellcomputerBuild to order InternettechnologyChangesupplychaininformationmovementFromsequentialToconcurrentInformationflowinmanydirectionssimultaneouslyMembersofsupplychaincanadjusttochangesimmediately BusinessvalueofSCMsystemsStreamlineprocessesMoreaccurateinformationMatchsupplytodemandReduceinventorylevelsImprovedeliveryserviceReducecost 優化 暢流 9 1Enterprisesystems9 2Supplychainmanagementsystems9 3Customerrelationshipmanagementsystems9 4EnterpriseapplicationsNewopportunities challenges Innovation basedcompetitivenessisshort livedEnduringcompetitivestrengthmaybetheirrelationshipwithcustomersInfonurturestrong long lastingrelationshipExactlywhoyourcustomersareHowtocontactthemWhethertheyarecostlytoserviceandselltoWhatkindofproductsorservicestheyareinterestedinHowmuchtheyspendonyourproductsSmall townstore SmallbusinessownersKnowtheircustomersPersonalFace to faceLargebusinessImpossibleto knowyourcustomers ToomanycustomersToomanywaystointeractwithcustomersovertheweb phone fax face to facedifficulttointegrateinfofromallsources CustomerrelationshipmanagementCaptureandintegratecustomerdatafromallovertheorganizationConsolidatedataAnalyzethedataDistributetheresultstovarioussystemsandcustomertouchpoints TouchpointsContactpointsMethodsofinteractionwiththecustomerPhoneEmailCustomerservicedeskConventionalmailWebsiteWirelessdeviceRetailstore CRMsoftwareAsingleenterpriseviewofcustomersRegardlessoftouchpointAnalyticaltoolsCustomers lifetimevalueLoyalcustomersMostprofitablecustomersMostfrequentlyaskedquestionsCustomer spreferences CRMsoftwareNichetoolsPersonalizingwebsitesforspecificcustomersLarge scaleenterpriseapplicationsCapturemanyinteractionswithcustomersLinktootherenterprisesystemsSCM CRMsoftwarePartnerrelationshipmanagementEnhancecollaborationbetweenacompanyanditssellingpartnersCompanydoesnotselldirectlytocustomersViadistributorsandretailersDistributeLeadsDataaboutcustomersIntegrateLeadgeneration pricing promotions availability CRMsoftwareEmployeerelationshipmanagementSettingobjectivesEmployeeperformancemanagementPerformance basedcompensationEmployeetrainingMajorCRMvendorsSiebelsystemsClarifyS SalesforceautomationFocussaleseffortsonthemostprofitablecustomersSalesprospectProductinfoProductconfigurationQuotegenerationForecastTerritorymanagement CustomerServiceIncreaseefficiencyCallcentersHelpdesksCustomersupportstaffCapabilitiesAssign managecustomerservicerequestsRoutecallstothecorrectservicepersonConsistentandaccurateinfoHandlemorecallsShortenthedurationofcallsWeb basedselfservice MarketingDirect marketingcampaignsCaptureprospectProvideproduct serviceinfoQualifyleadsScheduling trackingmails emailsCrosssellingMarketingofcomplementaryproducts Customerloyaltymanagementprocessmap Operational AnalyticalCRMOperationalCRMCustomer facingapplicationSalesforceautomationCallcenterCustomerservicesupportMarketingautomation AnalyticalCRMAnalyzecustomerdataDatawarehousingConsolidatedatafromoperationalCRMcustomertouchpointsOLAP onlineanalyticalprocessingDataminingOutputsIdentifybuyingpatternCreatesegmentsPinpointprofitableandunprofitablecustomers OutputsCustomerlifetimevalueRevenueproducedbyaspecificcustomerTheexpenseincurredinacquiringandservicingthatcustomerExpectlifeoftherelationshipbetweenthecompanyandthecustomer BusinessvaluesofCRMIncreasecustomersatisfactionReduceddirectmarketingcostsLowercostforcustomeracquisitionandretentionIncreasesalerevenueMoreeffectivemarketing 9 1Enterprisesystems9 2Supplychainmanagementsystems9 3Customerrelationshipmanagementsystems9 4EnterpriseapplicationsNewopportunities challenges EnterprisesystemsPowerfulinstrumen