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Information Systems Management DAC1 Chapter 3

What is the primary purpose of Business Process Reengineering?
To make all business processes best-in-class
What is the key element supply chain management manages?
What is an organizational result from an effective and efficient supply chain management system?
Decrease the power of its buyers, Create entry barriers, thereby reducing the threat of new entrants, Increase efficiencies while seeking a competitive advantage through cost leadership.
How does CRM ultimately impact an organization?
Increases profitability
CRM systems collects information from?
Accounting systems, Order fulfillment system, Inventory system
What does enterprise resource planning integrate?
All departments and functions throughout an organization
Business Process Reengineering is
The analysis and redesign of workflow within and between enterprises.
Supply Chain Management involves
managing information flows between and among stages in a supply chain to maximize totally supply chain effectiveness and profitability.
Enterprise Resource Planning Systems
integrate all departments and functions throughout an organization into a single IT system
Four primary strategic initiatives for competitive advantage are:
Supply Chain Management, Business Process Engineering, Customer Relationship Management, Enterprise Resource Planning.
5 Steps in the Order to Deliver Business Process
Marketing, Sales, Operations Management, Accounting & Finance, Customer Service
Customer-facing Process
Results in a product or service received by an organizations external customer.
Supply Chain
Includes all parties involved, directly or indirectly, in obtaining raw materials or a product.
Five Basic Supply Chain activities
Plan, source, make, deliver, return
Supply Chain primary goal
creating a fast, efficient, and low cost network of business relationships that take products from concept to market
Customer Relationship Management (CRM)
involves managing all aspects of customers relationship with an organization to increase customer loyalty and retention and an organizations profitability
CRM Reporting Technologies
Help organizations identify their customers across other applications
CRM Analysis Technologies
Help organizations segment their customers into categories such as best and worst customers.
CRM Predicting Technologies
Help organizations predict customer behavior.
3 components of the RFM Formula
Recently, frequently, monetary value
What Happened
Asking why it happened
What will happen
Managers focusing on reengineering
Is the process broken, Is it critical for productivity improvements, Will savings from automation be clearly visible

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