C8LO4

Issues and solutions

Transcript

1. Chapter 8 : Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Management Information System (CSC408) Erny Arniza Ahmad Faculty of Computer and Mathematical Sciences Universiti Teknologi MARA (UiTM) Kedah
2. Learning Objective #1 How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems coordinate planning, production, and logistics with suppliers? How do customer relationship management systems help firms achieve customer intimacy? What are the challenges posed by enterprise applications and how are enterprise applications taking advantage of new technologies? Enterprise Application: New Opportunities and Challenges
3. Enterprise Application : Issues Issues • Highly expensive to purchase and implement enterprise applications • Technology changes • Business process changes • Organizational learning changes • Switching costs, dependence on software vendors • Data standardization, management, cleansing
4. Enterprise Application : Challenges • Technological and fundamental changes the organizational structure and culture. • The most daunting task will be retraining thousands of workers and convincing them the change is good. It will be easier to fail than to succeed. Daunting Implementation • Implementing an enterprise system is not an overnight success. On average, it takes three to five years to fully implement an enterprise system. • Expensive software. • Keeping the firm on track and focused on the end result is more difficult than most firms anticipate. High Up-Front Costs and Future Benefits 4
5. Enterprise Application : Challenges •One database serves the entire organization •Mismanaged data will affect every business function and process. Data Management •Making changes in one area of the business is much more difficult after implementing an enterprise system. •The software is just too complex to easily change. Inflexibility •Businesses that rely on unique or cutting-edge processes to gain a competitive advantage may lose that edge with enterprise system software. Realizing Strategic Value 5
6. Enterprise Application : Solutions New Interconnections • Enterprise applications create new interconnections among myriad business processes and data flows inside the firm Training • Employees require training to prepare for new procedures and roles. Data Management • Attention to data management is essential. Management must understand the impact that implementing enterprise applications will have on every facet of the business. Implementation Cost • Executives must not underestimate the time and costs of implementation, not just on the organization but also on customers, suppliers, and business partners. 6
7. Enterprise Software Trend : Next-Generation Enterprise Applications Enterprise solutions, enterprise suites, or e-business suites to make their customer relationship management, supply chain management, and enterprise systems work closely with each other Web services and service-oriented architecture (SOA) link to systems of customers and suppliers Open source and on-demand versions able to run in cloud infrastructures or on mobile platforms. Social CRM tools enable a business to connect customer conversations and relationships from social networking sites to CRM processes. Business intelligence to help managers obtain more meaningful information from the massive amounts of data generated by these systems. 7
8. Enterprise Software Trend : Next-Generation Enterprise Applications Social CRM • Tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes. • Incorporating social networking technologies • Company social networks • Monitor social media activity; social media analytics • Manage social and Web-based campaigns 8
9. Enterprise Software Trend : Next-Generation Enterprise Applications Business Intelligence • Applications and technologies to help users make better business decisions. • Inclusion of BI with enterprise applications • Flexible reporting, ad hoc analysis, “what-if” scenarios, digital dashboards, data visualization 9
10. Next-Generation Enterprise Applications 10
11. Reference Kenneth C. Laudon And Jane P. Laudon, Management Information Systems: Managing the Digital Firm, 14th edition (Global Edition), Pearson Prentice Hall, 2016. 11