IS265 Ch 11 - Enterprise Information Systems

what are RFID tags and what does it stand for

radio-frequency identification tags

used to track items through different distribution centers and locations

personal information systems vs enterprise systems

personal

• things like “Quicken” for finances or Microsoft word to write papers

• for individuals

enterprise

• serve the needs of the org or parts of an organization

• ex. SAP’s ERP apps to run payroll, invoices, etc.

hierarchical perspective of information systems

• Meet the needs of a level within the organization

• What level inside the org does it mean? → the 3 levels in the triangle

  • Who is gonna be using it and what do they need?

• ex. diff applications for executives (decision making)

  • middle and frontline managers need ones for tactical and operational info

types of information needed per level in the hierarchical perspective —> add to cheatsheet

functional perspective of information systems

• Meet the needs of a functional area

  • So one system per functional area

  • Each function has its own systems that do not communicate with each other

• HR is everything to do with the actual employees and people, so they get their own system, finance people get their own etc, its a lot of customization

  • but can cause redundancy and inaccuracy of data bc of having to update info in many places

process perspective of information systems

• Support the process at hand 

• From beginning and end of a process everyone involved uses one system to help them with decision making (ignores diff levels and departments)

• The entire process from start to end, creating a system to support that and connect the diff systems and functions

what is business integration and data integration

business integration

• unification of business processes previously performed as separate activities to create cohesive and streamlined process

• ensure processes are performed at the best location

data integration

• ensuring everyone who needs the information can access all the necessary

table of diff Enterprise Information Systems —> add to cheatsheet

what is systems integration and what enterprise info systems they need —> maybe add to cheatsheet

the unification of information systems and databases that were previously operating as diff systems

• includes ERP (enterprise resource management), CMS (content management), and SCM (supply chain management)

what is application integration —> add to cheatsheet

organization implementing parts of modular systems together as needed to limit costs and disruptions

• something happening in one module automatically triggers another in other modules

key problem of ERP

• Problem of ERP system: Can be complex and costly

• Another challenge is getting ERP systems to be customized (bc each custom upgrade costs a bunch)

what is Enterprise Resource Planning (ERP)

what did we do before ERP

and what are its challenges?

—> add to cheatsheet

Set of IS tools used to enable information flow within and between processes.

Before ERP, diff application for diff functions

• Data integration

   Module based

   Centralized database

   Customizable

challenges

• very large

• changes peoples jobs

• requires customization

• need strong champion

advantages and disadvantages of ERP —> add slides shortcut to cheatsheet (“Enterprise Resource Planning (ERP)”)

advantages

• reduce data redundancy

• improve communication

• cut costs

• improve efficiency

• customizable + adaptable

disadvantages

• very high cost

• lots of work to create/implement due to customization needs

• take a long time

• people may be resistant to change or risk

four key points of AI and ERP

1. automated process discovery

   1. ex. Walmart using AI to automate the delivery process 

2. virtual implementation of processes

3. automate testing by generating test cases and executing them

4. use for robotic process improvement (makes ERP implementation faster and more efficient)

what is a supply chain in supply chain management (SCM)

flow of goods, information, or money upstream and downstream between suppliers and customers

supply chain disaster examples

in textbook after the Beer Game / traditional supply chain section

disruptions to the supply chain

• Unanticipated disruptions to the supply chain can have a negative impact on firms’ performance

• Many supply chain disasters lead to substantial costs

COVID-19 Pandemic

•  Manufacturing firms were forced to close

•  Substantial delays in shipments

•  Many supply chain disaster lead to substantial costs (see Table 11.3)

what is customer relationship management (CRM) and its goals? —> add main def to cheatsheet? (“Customer Relationship Management”)

Organization-wide strategy for managing an organization’s multiple interactions with customers.

• ex. when you talk to a company to buy a product, you use chat, email, or phoen

Goals

•  Manage multiple channels of interaction with customer

•  Provide unified view of each customer across enterprise

•  Analyze information about customers

what is the customer service life cycle —> add to cheatsheet

a series of phases customers pass through when interacting with an organization

what are the three components of CRM systems? —> add to cheatsheet

operational

• help and org improve day to day interactions with customers

• involved with operations of the company, like sales or repairs

collaborative

• help and org interact and collaborate with its customers

  • can include older apps like email and automated response systems, but also newer ones like interactive voice response (IVR) systems, and voice over IP

analytical

• tech and processes to analyze customer data

• data mining to discover patterns and groups in data warehouse data

on premise vs on demand CRM —> add to cheatsheet?

On-premise CRM: acquired, leased, or developed by organization and installed

on local servers.

•  Customized solution but high costs of development and maintenance

On-demand CRM (software-as-a- service CRM): remote use of CRM provider’s applications through Internet.

•  Up-to-date applications and no maintenance or implementation costs but must use standard functions (plain vanilla)

benefits and disadvantages of CRM

benefits

• greater customer satisfaction bc of personalization and faster responses

• leads to repeated business (customer retention)

• maximizes profits bc of customer loyalty

disadvantages

• must identify all channels of customer interaction

• tech issues must be addressed (CRM acrhictecture)

• implementation is more than installment

customer managed interactions and what limitations of CRM it solves

Customer data is stored and managed by the customer

 CMI solves limitations of CRM initiatives:

•  Future events are more likely known

•  Inferences are more precise

warehouse automation and robotics

and its downside

Enabled by advancement of warehouse technology and capabilities of robotics.

 Robot completes tedious and physically taxing jobs.

 Human warehouse worker focuses on less physically demanding aspects of warehouse operations.

CON: can lose human jobs (but at amazon this has led to growth which led to increased jobs, making available hired jobs safer)