ITM100 Chapter 8: Enterprise and supply chain systems

Vocabulary flashcards covering key terms related to enterprise applications, supply chain management, customer relationship management, and enterprise resource planning from the lecture notes.

Integration

Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

Application integration

The integration of data from multiple sources, which provides a unified view of all data. (Implied from the context of 'Integration' types.)

Data integration

The integration of data from multiple sources, which provides a unified view of all data. (Implied from the context of 'Integration' types.)

Forward integration

Sends information entered into a system automatically to all downstream systems and processes.

Backward integration

Sends information entered into a system automatically to all upstream systems and processes.

Enterprise system

Provides enterprisewide support and data access for a firm’s operations and business processes.

Enterprise application integration (EAI)

Connects the plans, methods, and tools aimed at integrating separate enterprise systems.

Supply Chain Management (SCM)

The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability.

3D printing (additive manufacturing)

Builds – layer by layer in an additive process - a three-dimensional solid object from a digital model.

Computer-aided design (CAD)

Software used by architects, engineers, drafters, artists, and others to create precision drawings or technical illustrations.

Computer-aided manufacturing (CAM)

Uses software and machinery to facilitate and automate manufacturing processes.

4D printing

Additive manufacturing that prints objects capable of transformation and self-assembly.

Radio-frequency identification (RFID)

Uses electronic tags and labels to identify objects wirelessly over short distances.

Drone

An unmanned aircraft that can fly autonomously, or without a human.

Robotics

Focuses on creating artificial intelligence devices that can move and react to sensory input.

Supply chain visibility

The ability to view all areas up and down the supply chain in real time.

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.

Operational CRM

Supports traditional transactional processing for day-to-day front-office 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.

Sales force automation

A system that automatically tracks all of the steps in the sales process.

Contact center (call center)

Service feature where customer service representatives answer customer inquiries and respond to problems through different communication channels.

Web-based self-service system

Allows customers to find answers to their questions or solutions to their problems using the web.

Call scripting system

Gives customer service representatives questions and answers to use when dealing with customers.

Automatic call distribution

Routes inbound calls to available agents.

Interactive voice response

Directs customers to use touch-tone phones or keywords to navigate or retrieve information.

Predictive dialing

Automatically dials outbound calls and passes answered calls to available agents.

Website personalization

Occurs when a website has stored enough data about a person’s likes and dislikes to fashion offers more likely to appeal to that person.

Supplier relationship management (SRM)

Focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes an organization's value and provides lower costs.

Partner relationship management (PRM)

Focuses on keeping vendors satisfied by streamlining communications and building strong relationships between organizations and their partners.

Employee relationship management (ERM)

Provides employees with a subset of CRM applications such as help desk, benefits ordering, and other human resources activities.

Enterprise resource planning (ERP)

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.

Core ERP component

Traditional components included in most ERP systems which 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.

Elogistics

Manages the transportation and storage of goods.

Eprocurement

The business-to-business (B2B) purchase and sale of supplies and services over the Internet.

On-premise systems

Include a server at a physical location using an internal network for internal access and firewalls for remote users’ access.

Legacy system

An old system that is fast approaching or beyond the end of its useful life within an organization.

Hybrid ERP

Splits the ERP functions between an on-premises ERP system and one or more functions handled as Software as a Service in the cloud.