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Enterprise Resource Planning

Enterprise resource planning system are the organization's backbone in providing fundamental decision-making support
The heart of an ERP system is a central database that collects information from and feeds information into all the ERP systems's individual application components (called modules), supporting diverse business functions such as accounting, manufacturing, marketing and human resources

ERP process flow

Bringing the organization together

ERP enables employees across the organizations to share information across a single, centralized database

ERP - Bringing the Organization Together

The organizaton before ERP

The evolution of ERP

Originally, ERP solutions were developed to deliver automation across multiple units of an organization, to help facilitate the manufacturing process and adress issues such as raw materials, inventory, order entry, and distribution

Integrating SCM, CRM, and ERP

Integration allows the unblocking of information to make it available to any user, anywhere and anytime

Integration tools

Integration achieved using middleware - several different types of software that sit in the middle of and provide connectivity between two or more software applications

Enterprise application integration (EAI) middleware represents a new approach to middleware by packaging together commonly used functionality, such as providing prebuilt links to popular enterprise applications, which reduces the time necessary to develop solutions that integrate applications from multiple vendors

Primary users and business benefits of strategic initiatives

Integrations between SCM, CRM and ERP applications

Customer Relationship Management

Customer relationship management (CRM) is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability

The Benefits of CRM

Enables a firm to treat customers as individuals, gaining important insights into their buying preferences and shopping behaviours
Allows a firm to ensure that these customers receive the highest level of customer service and are offered the first opportunity to purchase new products
An organization must track

Firm can analyze it to identify patterns and create marketing campaigns and sales promotions for different customer segments

Evolution of CRM

CRM reporting technologies help organizations identify their customers across other applications
CRM analysis technologies help organizations segments their customers into categories such as best and worst customers
CRM predicting technologies help organizations predict customers behaviour

evolution of CRM

Operational and Analytical CRM

Operational CRM supports traditional transactional processing for day-to-day front office operations or systems to deal directly with the customers
Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Operational CRM and Analytical CRM

Basics of Supply Chain

Supply chain management (SCM) involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profatibility
The supple chains has three main links

Materials flow from suppliers and their upstream suppliers at all levels
Transformation of materials into semi-finished and finished products, or the organization's own production process
Distribution of products to customers and their downstreams customers at all levels

The five basic supply chain management activities

A typical supply chain

Information Technology's Role in the Supply Chain

Information technology integrates planning, decision-making processes, business operating processes, and information sharing for business performance management

The integrated supply chain

Supply Chain Management Success Factors