Chapter 10 Enterprise Systems

batch processing systems

A form of data processing whereby business transactions are accumulated over a period of time and are processed as a single unit or batch.

online transaction processing (OLTP)

A form of data processing where each transaction is processed immediately without the delay of accumulating transactions into a batch.

transaction processing cycle

The process of data collection, data editing, data correction, data processing, data storage, and document production.

data collection

Capturing and gathering all data necessary to complete the processing of transactions.

streaming

A form of data collection, where data is available through a continuous feed.

source data automation

Capturing data at its source and recording it accurately in a timely fashion, with minimal manual effort and in an electronic or digital form so that it can be directly entered into the computer.

data editing

Checking data for validity and completeness to detect any problems.

data correction

Reentering data that was not typed or scanned properly.

data processing

Performing calculations and other data transformations related to business transactions.

Data storage

Updating one or more databases with new transactions.

Document production

Generating output records, documents, and reports.

enterprise system

A system central to the organization that ensures information can be shared with authorized users across all business functions and at all levels of management to support the running and managing of a business.

Enterprise resource planning (ERP)

a set of integrated programs that manage a company’s vital business operations for an entire organization—even a complex, multisite, global organization.

supply chain management (SCM)

A system that includes planning, executing, and controlling all activities involved in raw material sourcing and procurement, the conversion of raw materials to finished products, and the warehousing and delivery of finished products to customers.

customer relationship management (CRM) system

A system that helps a company manage all aspects of customer encounters, including marketing, sales, distribution, accounting, and customer service.

Contact management

The ability to track data on individual customers and sales leads and then access that data from any part of the organization

Sales management

The ability to organize data about customers and sales leads and then to prioritize the potential sales opportunities and identify appropriate next steps

Customer support

The ability to support customer service representatives so that they can quickly, thoroughly, and appropriately address customer requests and resolve customer issues while collecting and storing data about those interactions

Marketing automation

The ability to capture and analyze all customer interactions, generate appropriate responses, and gather data to create and build effective and efficient marketing campaigns.

Analysis.

The ability to analyze customer data to identify ways to increase revenue and decrease costs, identify the firm’s “best customers,” and determine how to retain and find more of them.

Social networking

The ability to create and join sites such as Facebook and Instagram, where the company can make contacts with potential customers.

Access by mobile devices.

The ability to access Web-based customer relationship management software by smartphones, tablets, and other mobile devices.

Import contact data

The ability for users to import contact data from various data service providers that can be downloaded for free directly into the CRM application.

Product lifecycle management (PLM)

An enterprise business strategy that creates a common repository of product information and processes to support the collaborative creation, management, dissemination, and use of product and packaging definition information.

Product lifecycle management (PLM) software

Software that provides a means for managing the data and processes associated with the various phases of the product lifecycle, including sales and marketing, research and development, concept development, product design, prototyping and testing, process design, production and assembly, delivery and product installation, service and support, and product retirement and replacement.

Computer-aided design (CAD)

The use of software to assist in the creation, analysis, and modification of the design of a component or product.

Computer-aided engineering (CAE)

The use of software to analyze the robustness and performance of components and assemblies.

Computer-aided manufacturing (CAM)

The use of software to control machine tools and related machinery in the manufacture of components and products.

Discrete manufacturing

The production of distinct items such as autos, airplanes, furniture, or toys that can be decomposed into their basic components.

Process manufacturing

The production of products—such as soda, laundry detergent, gasoline, and pharmaceutical drugs—that are the result of a chemical process; these products cannot be easily decomposed into their basic components.