CIS 205 Exam 3

Integrations

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

Application integration

the integration of a company's existing management information systems

Data integration

the integration of data from multiple sources, which provides a unified view of all data

Forward Integration

sends information entered into a given system automatically to all downstream systems and processes

Backward Integration

sends information entered into a given system automatically to all upstream systems and processes

common data repository

Allows every department of a company to store and retrieve data in real-time allowing data to be more reliable and accessible.

Enterprise Systems

Provide 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

consists of all parties involved, directly or indirectly, in obtaining raw materials or a product

Plan

prepare to manage all resources required to meet demand

Source

build relationships with suppliers to procure raw materials

Make

Manufacture products and create production schedules

Deliver

plan for transportation of goods to customers

Return

support customers and product returns

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

Back Order

an unfilled customer order for a product that is currently out of stock

Inventory Cycle Time

the time it takes to manufacture a product and deliver it to the retailer

customer order cycle time

the agreed-upon time between the purchase of a product and its delivery to the customer

Inventory Turnover

The frequency with which inventory is sold and replaced

Bullwhip Effect

occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain

Digital twin

A virtual replica of a physical object, system, or process that is continuously updated with real-time data

Digital supply chain

fully capitalize on connectivity, system integration, and the information-producing capabilities of smart devices

Supply Chain Optimization

defines, recommends, and sets flexible supply chain strategies based on an organization's operations and resources

Inventory Optimization

Provides visibility across inventory levels throughout the entire supply chain—holistically

Transportation and logistics optimization

focuses on the efficient movement of products through effective transportation management by evaluating multiple transportation modes, carriers, routes, shipping strategies, and support to find the lowest cost combination

Procurement

the purchasing of goods and services to meet the needs of the supply chain

Logistics

processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain

Materials Management

activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing

Inbound logistics

acquires raw materials and resources and distributes to manufacturing as required

outbound logistics

distributes goods and services to customers

Cradle to grave

provides logistics support throughout the entire system or life of the product

Materials Management

includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing

3D printing (additive manufacturing)

Build-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

Maker movement

a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things

Makerspace

community centers that provide technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable

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

Raspberry Pi

A low-cost, credit card-sized computer that plugs into a computer monitor or TV, and uses a standard keyboard and mouse

Supply chain visibility

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

Electronic Data Interchange (EDI)

a standard format for the electronic exchange of information between supply chain participants

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

Customer Analytics

involves gathering, classifying, comparing, and studying customer data to identify buying trends, at-risk customers, and potential future opportunities

Sales Analytics

involves gathering, classifying, comparing, and studying company sales data to analyze product cycles, sales pipelines, and competitive intelligence

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

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, such as which customers are at risk of leaving

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

List generator

compiles customer information from a variety of sources and segments it for different marketing campaigns

campaign management systems

guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis

Cross-selling

selling additional products or services to an existing customer

Up-selling

increasing the value of the sale

customer service and support (CSS)

a part of operational CRM that automates service requests, complaints, product returns, and information requests

Sales Force Automation (SFA)

automatically tracks all the steps in the sales process

Sales Management CRM System

automates each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts

Contact Management CRM System

maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information

opportunity management CRM systems

target sales opportunities by finding new customers or companies for future sales

Contact center (call center)

where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone

Web-based Self-service Systems

allows customers to use the web to find answers to their questions or solutions to their problems

Call Scripting Systems

gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer

Automatic call distribution

routes inbound calls to available agents

Interactive voice response (VR)

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

Predictive Dialing

automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

Customer Segmentation

divides a market into categories that share similar attributes such as age, location, gender, habits, and so on

AI customer segmentation

Uses machine learning to analyze consumer data and segment customers based on purchasing behavior

Customer profitability (CP)

measures the customer's worth over a specific period of time

Customer lifetime value (CLV)

a metric that represents the total net profit a company makes from any given customer

Chatbot analytics

Refers to the process of collecting, measuring, and analyzing data from chatbot interactions to evaluate and improve the chatbot's performance, user experience, and overall effectiveness.

Enterprise Resource Planning (ERP)

integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations

Module software design

divides the system into a set of functional units (named modules) that can be used independently or combined with other modules for increased business flexibility

Modular Architecture

ERP systems are made up of integrates modules, that share a single database but can be implemented separately

ERP digital core

The centralized digital foundation of modern ERP systems, integrating AI, IoT, and advanced analytics for smart automation and connectivity

Core ERP components

the traditional components included in most ERP systems and primarily focus on internal operations

Extended ERP components

The extra components that meet organizational needs not covered by the core components and that primarily focus on external operations

Accounting and finance ERP components

manage 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 components

handle production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control

Human resources ERP components

track employee information, including payroll, benefits, compensation, and performance assessment, and ensure compliance with all laws

Business Intelligence

Many organizations have found that ERP tools can provide even greater value with the addition of powerful business intelligence systems

Customer Relationship Management

ERP vendors now include additional functionality that provides services formerly found only in CRM systems

Supply Chain Management

ERP vendors are expanding their systems to include SCM functions that manage the information flows between and among supply chain stages, maximizing total supply chain effectiveness and profitability.

Ebusiness

The newest extended ERP components are the ebusiness components that allow companies to establish an Internet presence and fulfill online orders.

Software customization

Modifies existing software according to the business's or user's requirements

Business Processes or Workflows

software can be customized to support the needs of business process workflows unique to each business or department

Code modifications

the most expensive customization occurs when application code is changed and should only be done if the code changes provide specific competitive advantages

Integration

Ensuring that all software products, including disparate systems not part of the ERP system, are working together or are integrated

Testing

Testing that all functionality works correctly, along with testing all integrations

Training

Training all new users and creating the training user manuals

Data Warehouse Integration and Data Conversions

moving data from an old system into the new ERP system

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 (SaaS) in the cloud

Conversion

The process of transferring information from a legacy system to a new system

Systems development life cycle (SDLC)

The overall process for developing information systems from planning and analysis through implementation and maintenance

Planning phase

establishes a high-level plan of the intended project and determines project goals

Brainstorming

A technique for generating ideas by encouraging participants to offer as many ideas as possible in a short period without any analysis until all the ideas have been exhausted