Management Information Systems
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Transcript Management Information Systems
MODULE - 2 : UNIT - 10
Enterprise Resource Planning Systems,
Customer Relationship Management
Systems,
Management Information Systems,
and
Web Interface & Techniques
for Above Systems
1
“Smile - It's the
second best thing
you can do with
your lips.”
Learning Objectives
Understand the essentials of enterprise systems
Describe the need for integrated software and how
ERP does it.
Describe CRM and its support by IT
Understand MIS and its functions
Understand Web Interface and Techniques
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ERP SYSTEM
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ESSENTIALS OF ENTERPRISE SYSTEMS
ERP
ERP or enterprise systems control all major business
processes with a single software architecture in real time.
It is comprised of a set of applications that automate routine back-end
operations such as:
financial management
inventory management
scheduling
order fulfillment
cost control
accounts payable and receivable
It includes front-end operations such as:
POS
Field Sales
Service
It also increases efficiency, improves quality, productivity, and profitability.
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ESSENTIALS OF ENTERPRISE SYSTEMS
AND SUPPLY CHAINS
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Functions of ERP Systems
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CRM SYSTEM
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Customer Relationship Management
(CRM)
CRM recognizes that customers are the core of a business
and that a company’s success depends on effectively
managing relationships with them. It focuses on building
long–term and sustainable customer relationships that add
value both for the customer and the company.
Types of CRM
Operational CRM
Analytical CRM
Collaborative CRM
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Customer Relationship Management
(CRM) Applications
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Customer Relationship Management
(E-CRM)
CRM has been practiced
manually by corporations for
generations. However, E-CRM
(electronic CRM) started in the
mid-1990’s ,when customers
began using Web browsers, the
Internet, and other electronic
touch points.
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Customer Relationship Management
(E-CRM) (contd.)
THE SCOPE OF E-CRM. We can differentiate three
levels of e-CRM:
Foundational service. This includes the minimum
necessary services such as Website responsiveness
(e.g., how quickly and accurately the service is
provided), site effectiveness, and order fulfillment.
Customer-centered services. These services include
order tracking, product configuration and
customization, and security/trust. These are the
services that matter the most to customers.
Value-added services. These are extra services such
as online auctions and online training and education.
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Customer Relationship Management
(CRM) Activities
Customer Service on the Web
Search and Comparison of Capabilities
Free Products and Services
Technical and Other Information and
Service
Allowing Customers to Order Products and
Services Online
Letting Customers Track Accounts or Order
Status
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Customer Relationship Management
(CRM) Activities (contd.)
Tools for Customer Service
Personalized Web Pages
FAQs
Chat Rooms
E-Mail and Automated Response
Call Centers
Troubleshooting Tools
Wireless CRM
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Management Information System
(MIS):
Management level
Inputs: High volume data
Processing: Simple models
Outputs: Summary reports
Users: Middle managers
Example: Annual budgeting
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Management Information Systems
(MIS)
These systems access, organize,
summarize, and display information for
supporting routine decision making in the
functional areas.
Geared toward middle managers, MIS are
characterized mainly by their ability to
produce periodic reports such as a daily
list of employees and the hours they work,
or a monthly report of expenses as
compared to a budget
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Management Information Systems
(MIS) (contd.)
Typical uses would be in Replenishment,
Pricing Analysis (Markdowns) and Sales
Management
Decisions supported are more structured
Primary purpose to process data into
information
Provides reports based on routine flow of
data
Assists in general control of the orgn.
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Management Information System
(MIS)
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Management Information System
(MIS)
Structured and semi-structured decisions
Report control oriented
Past and present data
Internal orientation
Lengthy design process
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Managerial Issues
How much to integrate?
Role of IT
Organizational adaptability
The Customer is king/queen
Set CRM policies with care
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END OF MODULE - 2 : UNIT - 10
Enterprise Resource Planning Systems,
Customer Relationship Management
Systems,
Management Information Systems,
and
Web Interface & Techniques
for Above Systems
22