Information Technology for Management, 11th Edition

CHAPTER 10Enterprise Systems

CHAPTER OUTLINE

1. Case 10.1 Opening Case: 3D Printing Drives the “Always-On” Supply Chain
2. 10.1 Enterprise Systems
3. 10.2 Enterprise Resource Planning
4. 10.3 Supply Chain Management
5. 10.4 Customer Relationship Management
6. 10.5 Enterprise Social Platforms
7. Case 10.2 Business Case: Lowe’s Fresh Approach to Supply Chain Management
8. Case 10.3 Video Case: Procter & Gamble: Creating Conversations in the Cloud with 4.8 Billion Consumers

LEARNING OBJECTIVES

1. 10.1 Name the different types of enterprise systems and explain how they differ from legacy systems.
2. 10.2 Describe the functions of enterprise resource planning (ERP) systems, implementation risks, and how ERP investments are justified.
3. 10.3 Explain the planning and forecasting, sourcing and purchasing, and distribution support provided by supply chain management (SCM) systems.
4. 10.4 Describe customer relationship management (CRM) systems and their role in customer acquisition, retention, and customer lifetime value.
5. 10.5 Identify the leading enterprise social platforms (ESPs) and discuss how they impact collaboration in an organization.

Introduction

An important challenge for business leaders is how to seamlessly integrate their data existing in the many different types of information systems (ISs), such as TPS, MIS, DSS, and EIS, to better meet the needs of their customers and achieve business objectives.

This dilemma is widespread in the business community since many enterprises who have been in business ...