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Technology In Business
Chapter 10: Extending the Organization—Supply Chain Management
Supply Chain Management (SCM) – The management of information flows between
and among activities in a supply chain to maximize total supply chain effectiveness and
SCM metrics – measure the performance of supply chains to identify weak links quickly.
Integrated Supply Chains
Supply chain visibility – The ability to view all areas up and down the supply chain in
real time
Supply chain planning system, Supply chain execution system
Bullwhip effect – Occurs when distorted product demand information ripples from one
partner to the next throughout the supply chain
The three components of supply chain management: Procurement, Logistics, Materials
Supply chain management disruptive technologies
o 3D printing (supports procurement)
o Maker movement
o Makerspace
o Radio frequency identification (supports logistics)
o Drones (supports logistics)
o Robotics (supports materials management)
Chapter 11: Building a Customer-centric Organization—Customer Relationship Management
 Customer relationship management (CRM) – Involves managing all aspects of a
customer’s relationship with an organization to increase customer loyalty and retention
and an organization's profitability
 MEASURING CRM SUCCESS- Sales Metrics, Customer Service Metrics, Marketing Metrics
 Operational CRM – Supports traditional transactional processing for day-to-day frontoffice operations or systems that 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
Three marketing operational CRM technologies
o List generator
o Campaign management system
o Cross-selling and up-selling
sales force automation, a system that automatically tracks all of the steps in the sales
Sales and operational CRM technologies
a. Sales management CRM system
b. Contact management CRM system
c. Opportunity management CRM system
Three customer service operational CRM technologies
a. Contact center (call center)
i. Automatic call distribution
ii. Interactive voice response (IVR)
iii. Predictive dialing
b. Web-based self-service system
c. Call scripting system
Uplift modeling – a form of predictive analytics for marketing campaigns that attempts
to identify target markets or people who could be convinced to buy products.
Customer segmentation – divides a market into categories that share similar attributes
such as age, location, gender, habits, and so on.
Website personalization – Occurs when a website has stored enough data about a
person’s likes and dislikes
Chapter 12: Integrating the Organization from End to End—Enterprise Resource Planning
 Enterprise resource planning – Integrates all departments and functions throughout an
organization into a single IT system (or integrated set of IT systems) so that employees
can make enterprisewide decisions by viewing enterprisewide information on all
business operations.
 Reasons ERP systems are powerful tools
o ERP is a logical solution to incompatible applications
o ERP addresses global information sharing and reporting
o ERP avoids the pain and expense of fixing legacy systems
 ERP systems collect data from across an organization and correlates the data generating
an enterprise wide view
ERP Systems Automate Business Processes
Core ERP component – Traditional components included in most ERP systems and they
primarily focus on internal operations
Extended ERP component – Extra components that meet the organizational needs not
covered by the core components and primarily focus on external operations
Accounting and finance ERP component – Manages accounting data and financial
processes within the enterprise with functions such as general ledger, accounts payable,
accounts receivable, budgeting, and asset management
Production and materials management ERP component – Handles the various aspects
of production planning and execution such as demand forecasting, production
scheduling, job cost accounting, and quality control
Human resource ERP component – Tracks employee information including payroll,
benefits, compensation, performance assessment, and assumes compliance with the
legal requirements of multiple jurisdictions and tax authorities