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SISTEMAS DESISTEMAS DE
INFORMACION ENINFORMACION EN
LA EMPRESALA EMPRESA
22Chapter
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Cules son los principales tipos deCules son los principales tipos desistemas empresariales? Qu papelsistemas empresariales? Qu papel
juegan?juegan?
Como los sistemas empresariales apoyanComo los sistemas empresariales apoyanlas principales funciones empresariales?las principales funciones empresariales?
Por que los gerentes deben prestarPor que los gerentes deben prestaratencin a los procesos de negocios?atencin a los procesos de negocios?
OBJECTIVES
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Cuales son los beneficios y retos del usoCuales son los beneficios y retos del usode sistemas empresariales?de sistemas empresariales? Cuales son los beneficios del uso deCuales son los beneficios del uso de
sistemas de informacion para apoyar lasistemas de informacion para apoyar la
administracin de la cadena deadministracin de la cadena deabastecimiento y el comercioabastecimiento y el comerciocolaborativo?colaborativo?
Cuales son los beneficios empresarialesCuales son los beneficios empresariales
de utilizar SI para la administracin de lade utilizar SI para la administracin de larelaciones con el cliente y larelaciones con el cliente y laadministracin del conocimiento?administracin del conocimiento?
OBJECTIVES
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1.1. Integracion:Integracion: Diferentes sistemas sirvenDiferentes sistemas sirvena una variedad de funciones, conectandoa una variedad de funciones, conectandodiferentes niveles organizacionales dediferentes niveles organizacionales de
manera dificultosa y costosamanera dificultosa y costosa2. Ampliacin del ambito del2. Ampliacin del ambito del
pensamiento administrativo:pensamiento administrativo:GrandesGrandes
inversiones en SI se desarrollan porinversiones en SI se desarrollan porlargos periodos de tiempo y deben serlargos periodos de tiempo y deben serguiados por una visin comun de losguiados por una visin comun de losobjetivosobjetivos
MANAGEMENT CHALLENGES
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DATOSDATOS
CLASES DE SIE GRUPOS QUE SIRVECLASES DE SIE GRUPOS QUE SIRVE
NIVEL ESTRATEGICO GERENCIA SUPERIORNIVEL ESTRATEGICO GERENCIA SUPERIOR
NIVEL ADMINISTRATIVO GERENCIA MEDIANIVEL ADMINISTRATIVO GERENCIA MEDIA
NIVELNIVEL PERSONALPERSONAL
OPERACIONALOPERACIONAL OPERATIVOOPERATIVO
NIVEL DENIVEL DE TRABAJADORES DETRABAJADORES DE
CONOCIMIENTOSCONOCIMIENTOS
VENTAS PRODUCCION FINANZAS CTB RECURSOSVENTAS PRODUCCION FINANZAS CTB RECURSOSHUMANOSHUMANOSMARKETINGMARKETING
Types of Information Systems
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PRINCIPALES TIPOS DE SISTEMASPRINCIPALES TIPOS DE SISTEMAS
EXECUTIVE SUPPORT SYSTEMSEXECUTIVE SUPPORT SYSTEMS (ESS)(ESS)
sistemas de apoyo a ejecutivossistemas de apoyo a ejecutivos DECISION SUPPORT SYSTEMSDECISION SUPPORT SYSTEMS (DSS)(DSS)
sistemas de apoyo a decisionessistemas de apoyo a decisiones
MANAGEMENT INFORMATION SYSTEMSMANAGEMENT INFORMATION SYSTEMS (MIS)(MIS)sistemas de informacion gerencialsistemas de informacion gerencial
KNOWLEDGE WORK SYSTEMSKNOWLEDGE WORK SYSTEMS (KWS)(KWS)
sistemas de trabajo de conocimientossistemas de trabajo de conocimientos
OFFICE AUTOMATION SYSTEMSOFFICE AUTOMATION SYSTEMS (OAS)(OAS)sistemas de automatizacion de oficinassistemas de automatizacion de oficinas
TRANSACTION PROCESSING SYSTEMSTRANSACTION PROCESSING SYSTEMS (TPS)(TPS)
sistemas de procesamiento de transaccionessistemas de procesamiento de transacciones
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MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Figure 2-2
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MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Transaction Processing Systems (TPS):Transaction Processing Systems (TPS):
Sistemas basicos de negocios que sirven aSistemas basicos de negocios que sirven alos niveles operacionaleslos niveles operacionales
Un sistema computarizado que optimiza yUn sistema computarizado que optimiza yregistra las transacciones diarias deregistra las transacciones diarias denegociosnegocios
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APLICACIONES TIPICAS DE TPSAPLICACIONES TIPICAS DE TPS
Sistemas de Ventas & MarketingSistemas de Ventas & Marketing
PRINCIPALES FUNCIONESPRINCIPALES FUNCIONES Administracion de ventas, investigacionAdministracion de ventas, investigacion
de mercados, promociones, precios,de mercados, promociones, precios,nuevos productosnuevos productos
PRINCIPALES APLICACIONESPRINCIPALES APLICACIONES
Informacion de pedidos, investigacion deInformacion de pedidos, investigacion demercados, fijacion de preciosmercados, fijacion de precios
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APLICACIONES TIPICAS DE TPSAPLICACIONES TIPICAS DE TPSSistemas de ProduccionSistemas de Produccion
PRINCIPALES FUNCIONESPRINCIPALES FUNCIONES Programaciones, compras, envios,Programaciones, compras, envios,
recepciones, ingenieria, operacionesrecepciones, ingenieria, operaciones
PRINCIPALES APLICACIONESPRINCIPALES APLICACIONES Planificacion de los recursosPlanificacion de los recursos
materiales, control de ordenes demateriales, control de ordenes de
compra, ingenieria, control decompra, ingenieria, control decalidadcalidad
f i S /
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APLICACIONES TIPICAS DE TPSAPLICACIONES TIPICAS DE TPS
Finanzas & ContabilidadFinanzas & Contabilidad
PRINCIPALES FUNCIONESPRINCIPALES FUNCIONES
Presupuestos, contabilidad general,Presupuestos, contabilidad general,
facturacion, costosfacturacion, costosPRINCIPALES APLICACIONESPRINCIPALES APLICACIONES
Contabilidad General, Cts. porContabilidad General, Cts. por
cobrar, Cts. por pagar,cobrar, Cts. por pagar,Presupuestos, TesoreriaPresupuestos, Tesoreria
M I f i S 8/
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APLICACIONES TIPICAS DE TPSAPLICACIONES TIPICAS DE TPSRecursos HumanosRecursos Humanos
PRINCIPALES FUNCIONESPRINCIPALES FUNCIONES
Expedientes del personal,Expedientes del personal,beneficios, compensaciones,beneficios, compensaciones,relaciones laborales, capacitacionrelaciones laborales, capacitacion
PRINCIPALES APLICACIONESPRINCIPALES APLICACIONES
Planillas, historia personal,Planillas, historia personal,beneficios, promociones,beneficios, promociones,capacitacioncapacitacion
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APLICACIONES TIPICAS DE TPSAPLICACIONES TIPICAS DE TPS
Otros Tipos (v.g., Universidad)Otros Tipos (v.g., Universidad)
PRINCIPALES FUNCIONESPRINCIPALES FUNCIONES
Admision, calificaciones, grados,Admision, calificaciones, grados,registro de cursos, alumnadoregistro de cursos, alumnado
PRINCIPALES APLICACIONESPRINCIPALES APLICACIONES
Admision, certificaciones, control deAdmision, certificaciones, control de
estudiantes, control curricular,estudiantes, control curricular,control de becas, ex alumnoscontrol de becas, ex alumnosbenefactoresbenefactores
M t I f ti S t 8/M t I f ti S t 8/M t I f ti S t 8/M t I f ti S t 8/
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Types of TPS Systems
Figure 2-4
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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OFFICE AUTOMATION SYSTEMS (OAS)OFFICE AUTOMATION SYSTEMS (OAS)
Sistemas de automatizacion de oficinasSistemas de automatizacion de oficinas
Hacia una PAPERLESS OfficeHacia una PAPERLESS Office
Rediseamiento del flujo de trabajoRediseamiento del flujo de trabajo
Software integradoSoftware integrado Diseo ergonomicoDiseo ergonomico
Iluminacion y adecuamiento del areaIluminacion y adecuamiento del area
de trabajode trabajo
Ejemplo: Reportes graficos contablesEjemplo: Reportes graficos contables
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Knowledge Work Systems (KWS):
Knowledge levelKnowledge level
Inputs:Inputs:Especificaciones de diseoEspecificaciones de diseo Processing:Processing:ModeladoModelado Outputs:Outputs:Diseos, graficos, modelosDiseos, graficos, modelos
Users:Users:Personal tecnico y profesionalesPersonal tecnico y profesionales
Example: Engineering work stationExample: Engineering work station
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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Management Information System (MIS):
Management levelManagement level
Inputs:Inputs: Datos de gran volumenDatos de gran volumen ProcessingProcessing:: Modelados simplesModelados simples Outputs:Outputs: Informes resumidosInformes resumidos
Users:Users: Gerencia mediaGerencia media
Example: Annual budgetingExample: Annual budgeting
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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TPS
SISTEMA DE
ORDENES DE
PROCESOS
SISTEMA DE
PLANEAMIENTO DE
RECURSOS
MATERIALES
SISTEMA DE
CONTABILIDAD
GENERAL
ARCHIVO ORDENES
ARCHIVO PRODUCCION
ARCHIVOCONTABLE
TPS DATA PARA MIS APLICACIONES
MISMIS
MIS FILESMIS FILES
DATOS
DE
VTAS
COSTOS
UNITARIO
PRODUCC
CAMBIOS
EN LA
PRODUC
DATOS DE
GASTOS
MISREPORTE
GERENTES
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Decisiones estructuradas y semi-Decisiones estructuradas y semi-estructuradasestructuradas
Orientado a Reportes de controlOrientado a Reportes de control
Informacin pasada y presenteInformacin pasada y presente
Orientacion internaOrientacion interna
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Management Information System (MIS)
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Decision Support System (DSS):
Management levelManagement level
Inputs:Inputs: Bajo volumen de datosBajo volumen de datos Processing:Processing: InteractivoInteractivo Outputs:Outputs: Analisis de DecisionesAnalisis de Decisiones Users:Users: Profesionales, plana gerencialProfesionales, plana gerencial
Example: Contract cost analysisExample: Contract cost analysis
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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FLEXIBLE, ADAPTABLE, RAPIDOFLEXIBLE, ADAPTABLE, RAPIDO USUARIOS CONTROLAN LOSUSUARIOS CONTROLAN LOS
INPUTS/OUTPUTSINPUTS/OUTPUTS
PROGRAMADORES NOPROGRAMADORES NOPROFESIONALESPROFESIONALES
SOPORTA EL PROCESO DE TOMASOPORTA EL PROCESO DE TOMADE DECISIONESDE DECISIONES
SOFISTICADAS HERRAMIENTAS DESOFISTICADAS HERRAMIENTAS DEMODELACIONMODELACION
DECISION SUPPORT SYSTEMS (DSS)DECISION SUPPORT SYSTEMS (DSS)
Sistemas de apoyo a las decisionesSistemas de apoyo a las decisiones
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Figure 2-7
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Decision Support System (DSS)
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Executive Support System (ESS):
Strategic levelStrategic level
Inputs:Inputs: Datos AgregadosDatos Agregados Processing:Processing: InteractivoInteractivo Outputs:Outputs: ProyeccionesProyecciones
Users:Users: Gerentes SeniorsGerentes Seniors
Example: 5-year operating planExample: 5-year operating plan
MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
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DIRIGIDO AL NIVEL SUPERIORDIRIGIDO AL NIVEL SUPERIORGERENCIALGERENCIAL
DISEOS INDIVIDUALESDISEOS INDIVIDUALES RELACIONA EL CEO CON TODOSRELACIONA EL CEO CON TODOS
LOS NIVELESLOS NIVELES
BASTANTE COSTOSO DEBASTANTE COSTOSO DEMANTENERMANTENER EXTENSIVO APOYO AL STAFFEXTENSIVO APOYO AL STAFF
EXECUTIVE SUPPORT SYSTEMS (ESS)EXECUTIVE SUPPORT SYSTEMS (ESS)
Sistema de apoyo a ejecutivosSistema de apoyo a ejecutivos
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RELACIONES ENTRE LOS SISTEMASRELACIONES ENTRE LOS SISTEMAS
Sist. de
apoyo a
ejecutivosESS
Sist. de Proces.de Transac.
TPS
Sist. deConocimiento yAutomatizacion
KWS/OAS
Sist. de apoyoa decisiones
DSS
Sist. deInformacion
Gerenc.
MIS
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Procesos de negociosProcesos de negocios
La forma en que cada labor es organizada,La forma en que cada labor es organizada,
coordinada y dirigida a darle valor a uncoordinada y dirigida a darle valor a unproducto o servicioproducto o servicio Procedimientos concretos del uso de losProcedimientos concretos del uso de los
materiales, la informacin y el conocimientomateriales, la informacin y el conocimiento(actividades)(actividades)
Maneras unicas de coordinar el trabajo, laManeras unicas de coordinar el trabajo, lainformacin y el conocimientoinformacin y el conocimiento
Maneras en que cada gerente escogeManeras en que cada gerente escogecoordinar el trabajocoordinar el trabajo
Procesos de negocios y sistemas de informacin
ENTERPRISE APPLICATIONS
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Business Processes and Information Systems
Como los SI ayudan a las organizacionesComo los SI ayudan a las organizaciones
Lograr mayores eficiencias por laLograr mayores eficiencias por la
automatizacin de los procesosautomatizacin de los procesos
Replantear y racionalizar procesosReplantear y racionalizar procesos
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ENTERPRISE APPLICATIONS
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Manufacturing and production:Manufacturing and production:Ensamblaje, verificacin de la calidad,Ensamblaje, verificacin de la calidad,requisiciones de materialesrequisiciones de materiales
Sales and marketing:Sales and marketing: IdentificarIdentificarclientes, fidelizar los clientesclientes, fidelizar los clientes Finance and accounting:Finance and accounting: Procesos deProcesos de
pagos, elaboracin de reportes,pagos, elaboracin de reportes,
administrar la contabilidad del efectivoadministrar la contabilidad del efectivo Human Resources:Human Resources: Contrataciones,Contrataciones,
evaluaciones de rendimiento, control deevaluaciones de rendimiento, control deplan de beneficiosplan de beneficios
Examples of Business Processes
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ENTERPRISE APPLICATIONS
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Relaciones funcionales entre los procesos deRelaciones funcionales entre los procesos denegociosnegocios
Supera los limites entre las ventas,Supera los limites entre las ventas,
marketing, produccion e investigacin ymarketing, produccion e investigacin ydesarrollodesarrollo
Los trabajadores de diferentes areasLos trabajadores de diferentes areas
funcionales trabajan como una sola unidadfuncionales trabajan como una sola unidad
Example: Proceso de la orden de pedidoExample: Proceso de la orden de pedido
Business Processes and Information Systems
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ENTERPRISE APPLICATIONS
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Proceso de ejecucion de un pedido
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ENTERPRISE APPLICATIONS
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Enterprise ApplicationsEnterprise Applications
Enterprise systemsEnterprise systems
Supply chain management systemsSupply chain management systems Customer relationship managementCustomer relationship management
systemssystems
Knowledge management systemsKnowledge management systems
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ENTERPRISE APPLICATIONS
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a age e t o at o Syste s 8/eg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Dentro del negocio:Dentro del negocio: Existen funciones, y cadaExisten funciones, y cadauna tiene su propio sistema de informacionuna tiene su propio sistema de informacion
Fuera de los limites de la organizacion:Fuera de los limites de la organizacion: HayHayclientes y vendedoresclientes y vendedores
Funciones tienden a trabajar aisladamenteFunciones tienden a trabajar aisladamente
Traditional View of the Systems
a age e t o at o Syste s 8/eg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Figure 2-13
Traditional View of the Systems
g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Figure 2-14
Enterprise Systems
g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Estructura de la empresa:Estructura de la empresa: UnaUnaorganizacionorganizacion
Administracion:Administracion: Cultura empresarialCultura empresarialbasada en la administracion debasada en la administracion deprocesosprocesos
Tecnologia:Tecnologia: Plataforma unificadaPlataforma unificada
Negocios:Negocios: Mas eficiencia en lasMas eficiencia en lasoperaciones y el manejo de clientesoperaciones y el manejo de clientes
Benefits of Enterprise Systems
g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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Dificultad de construir:Dificultad de construir: Requiere deRequiere decambios fundamentales en la forma decambios fundamentales en la forma dehacer negocioshacer negocios
Tecnologia:Tecnologia: Requiere de complejasRequiere de complejaspiesas de software y grandes inversionespiesas de software y grandes inversionesde tiempo, dinero y experienciade tiempo, dinero y experiencia
Organizacion centrada en laOrganizacion centrada en lacoordinacin y toma de decisiones:coordinacin y toma de decisiones:Para algunas empresas no es la mejorPara algunas empresas no es la mejormanera de operarmanera de operar
Challenges of Enterprise Systems
g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
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g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Supply Chain Management (SCM)Supply Chain Management (SCM) Close linkage and coordination of activitiesClose linkage and coordination of activities
involved in buying, making, and moving a productinvolved in buying, making, and moving a product
Integrates supplier, manufacturer, distributor, andIntegrates supplier, manufacturer, distributor, andcustomer logistics timecustomer logistics time
Reduces time, redundant effort, and inventoryReduces time, redundant effort, and inventorycostscosts
Supply Chain Management (SCM)
g yg yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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g yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Supply ChainSupply Chain
Network of organizations and businessNetwork of organizations and business
processesprocesses
Helps in procurement of materials,Helps in procurement of materials,
transformation of raw materials intotransformation of raw materials intointermediate and finished productsintermediate and finished products
Supply Chain Management (SCM)
g yChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Limitations:Limitations:
Inefficiencies can waste as much as 25% of companysInefficiencies can waste as much as 25% of companysoperating costsoperating costs
Bullwhip Effect: Information about the demand for theBullwhip Effect: Information about the demand for theproduct gets distorted as it passes from one entity to nextproduct gets distorted as it passes from one entity to next
Supply Chain Management (SCM)
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Supply Chain Management
Figure 2-15
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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2.41 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Helps in distribution of the finishedHelps in distribution of the finishedproducts to customersproducts to customers
Includes reverse logistics - returned itemsIncludes reverse logistics - returned itemsflow in the reverse direction from theflow in the reverse direction from thebuyer back to the sellerbuyer back to the seller
Supply Chain Management (SCM)
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Decide when, what to produce, store, moveDecide when, what to produce, store, move
Rapidly communicate ordersRapidly communicate orders
Communicate orders, track order statusCommunicate orders, track order status
Check inventory availability, monitor levelsCheck inventory availability, monitor levels Track shipmentsTrack shipments
Plan production based on actual demandPlan production based on actual demand
Rapidly communicate product design changeRapidly communicate product design change
Provide product specificationsProvide product specifications Share information about defect rates, returnsShare information about defect rates, returns
How Information Systems Facilitate Supply Chain Management
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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2.43 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Supply chain planning system:Supply chain planning system:Enables firm toEnables firm togenerate forecasts for a product and to developgenerate forecasts for a product and to developsourcing and a manufacturing plan for the productsourcing and a manufacturing plan for the product
Supply chain execution system:Supply chain execution system:Manages flow ofManages flow ofproducts through distribution centers and warehousesproducts through distribution centers and warehouses
Supply Chain Management (SCM)
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
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2.44 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Uses digital technologies to enable multipleUses digital technologies to enable multipleorganizations to collaboratively design, develop,organizations to collaboratively design, develop,build, move, and manage productsbuild, move, and manage products
Increases efficiencies in reducing productIncreases efficiencies in reducing productdesign life cycles, minimizing excess inventory,design life cycles, minimizing excess inventory,forecasting demand, and keeping partners andforecasting demand, and keeping partners andcustomers informedcustomers informed
Collaborative Commerce
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
Management Information Systems 8/eManagement Information Systems 8/eC f i S i iCh 2 I f i S i h E i
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2.45 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Figure 2-16
Collaborative Commerce
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
Management Information Systems 8/eManagement Information Systems 8/eCh 2 I f i S i h E iCh t 2 I f ti S t i th E t i
Management Information Systems 8/eManagement Information Systems 8/eCh 2 I f i S i h E iCh t 2 I f ti S t i th E t i
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2.46 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Private Industrial NetworksPrivate Industrial Networks
Web-enabled networksWeb-enabled networks
Link systems of multiple firms in an industryLink systems of multiple firms in an industry
Coordinate transorganizational businessCoordinate transorganizational business
processesprocesses
Industrial Networks
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
Management Information Systems 8/eManagement Information Systems 8/eCh t 2 I f ti S t i th E t iCh t 2 I f ti S t i th E t i
Management Information Systems 8/eManagement Information Systems 8/eCh t 2 I f ti S t i th E t iCh t 2 I f ti S t i th E t i
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2.47 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Customer Relationship Management (CRM)Customer Relationship Management (CRM)
Manages all ways used by firms to deal with existing and potential newManages all ways used by firms to deal with existing and potential newcustomerscustomers
Business and Technology disciplineBusiness and Technology discipline
Uses information system to coordinate entire business processes of aUses information system to coordinate entire business processes of afirmfirm
Customer Relationship Management (CRM)
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
Management Information Systems 8/eManagement Information Systems 8/eCh t 2 I f ti S t i th E t iCh t 2 I f ti S t i th E t i
Management Information Systems 8/eManagement Information Systems 8/eCh t 2 I f ti S t i th E t iCh t 2 I f ti S t i th E t i
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2.48 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Provides end-to-end customer careProvides end-to-end customer care
Provides a unified view of customer across the companyProvides a unified view of customer across the company
Consolidates customer data from multiple sources andConsolidates customer data from multiple sources andprovides analytical tools for answering questionsprovides analytical tools for answering questions
Customer Relationship Management (CRM)
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
Management Information Systems 8/eManagement Information Systems 8/eCh t 2 I f ti S t i th E t iChapter 2 Information S stems in the Enterprise
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2.49 2006 by Dario Davila
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Customer Relationship Management (CRM)
Figure 2-17
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
ENTERPRISE APPLICATIONS
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information S stems in the EnterpriseChapter 2 Information Systems in the EnterpriseManagement Information Systems 8/eManagement Information Systems 8/e
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Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Knowledge Management SystemsKnowledge Management Systems
Creating knowledgeCreating knowledge
Discovering and codifyingDiscovering and codifyingknowledgeknowledge
Sharing knowledgeSharing knowledge
Distributing knowledgeDistributing knowledge
Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
Management Information Systems 8/eManagement Information Systems 8/eChapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
22Chapter
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Chapter 2 Information Systems in the EnterpriseChapter 2 Information Systems in the Enterprise
INFORMATIONINFORMATION
SYSTEMS IN THESYSTEMS IN THE
ENTERPRISEENTERPRISE
22Chapter