Title: Management Information Systems, Sixth Edition
1Management Information Systems, Sixth Edition
- Chapter 3
- Business Functions and Supply Chains
2Objectives
- Identify various business functions and the role
of ISs in these functions - Explain how ISs in the basic business functions
relate to each other - Articulate what supply chains are and how
information technology supports management of
supply chains
3Objectives (continued)
- Enumerate the purposes of customer relationship
management systems - Explain enterprise resource planning systems
4Effectiveness and Efficiency
- Information technology makes work more effective,
more efficient, or both - Effectiveness the degree to which a goal is
achieved - Efficiency the relationship between resources
expended and benefits gained in achieving a goal - Efficiency Benefit / Costs
- One system is more efficient if its operating
costs are lower for the same or better quality
product
5Effectiveness and Efficiency (continued)
- Productivity efficiency of human resources
- Productivity improves when fewer workers are
required to achieve the same goal - Productivity tools software applications that
improve productivity - ISs contribute to both effectiveness and
efficiency of businesses
6Effectiveness and Efficiency (continued)
- Customer relationship management (CRM) system
system that serves customers better and faster - Service continues after delivery of goods as
customer service and more marketing - Often combined with supply chain management (SCM)
systems to create an enterprise resource planning
(ERP) system
7Effectiveness and Efficiency (continued)
8Effectiveness and Efficiency (continued)
9Accounting
- Accountings purpose is to track every financial
transaction - Accounting systems are required by law and for
proper management - Needed to ensure company is making a profit
- Accounts payable and accounts receivable track
who owes who what - Balance sheet picture of financial situation
- Includes profit-and-loss report
10Accounting (continued)
- Accounting information system receives
information from transaction processing systems
(TPSs) - Automatically routes purchases to accounts
payable - Automatically routes sales to accounts receivable
- Generates reports on demand or on schedule
- Work order an authorization to perform work for
a specific purpose
11Accounting (continued)
- Cost-accounting systems accumulate data about
costs involved in producing specific products - Accounting ISs are used for managerial purposes
for budgeting and cost control
12Accounting (continued)
13Finance
- Firms health is measured by its finances
- Information systems can improve financial
management - Financial managers goal is to manage money as
efficiently as possible by - Collecting payables as soon as possible
- Making payments at the latest time allowed
- Ensuring funds are available for daily operations
- Investing funds not used for current activities
14Finance (continued)
15Cash Management
- Financial information systems help managers track
company finances - Cash management systems systems that deal
specifically with cash - Electronic funds transfer electronic transfer of
cash from one bank account to another
16Investment Analysis and Service
- Investors goal is to buy an asset and sell it
for a higher value - When investing in securities, you must know
current prices in real time - Nearly instantaneous information systems can
provide investors and clients with financial
news, stock prices, commodity prices, and
currency exchange rates
17Investment Analysis and Service (continued)
- Some important factors to consider in investing
- Variability of the securitys past yield
- Expected return
- Liquidity (how fast an investment can be turned
into cash)
18Engineering
- Time to market time between generating an idea
for a product and completing a prototype - Brainstorming process of a group of colleagues
meeting and collaborating to generate creative
solutions and new ideas - Minimizing time to market is key to maintaining
competitive edge - Information systems can contribute significantly
to minimizing time to market
19Engineering (continued)
- Computer-aided design (CAD) tools to create,
modify, and store designs and drawings
electronically - Rapid prototyping creating one-of-a-kind
products to test design in three dimensions - Allows a model to be produced in hours rather
than days or weeks - Computer-aided manufacturing (CAM) systems that
instruct machines how to manufacture parts and
assemble products
20Engineering (continued)
21Supply Chain Management
- Supply chain consists of procurement of raw
materials, processing materials into goods, and
delivering goods - Processing raw materials into goods is also known
as manufacturing - Supply chain management monitoring, controlling,
and facilitating supply chains - Instrumental in reducing manufacturing cost
- In retail the manufacturing phase does not exist
and in service industries the term
manufacturing is not applicable or meaningless. - CAD systems often transfer data automatically to
CAM systems
22Supply Chain Management (continued)
- IT helps in manufacturing activities
- Scheduling plant activities to optimize the use
of resources - Planning material requirements based on current
and forecasted demand - Reallocating materials and resources from one
order to another - Managing inventories
- Grouping similar work orders for efficiency
23Supply Chain Management (continued)
24Material Requirements Planningand Purchasing
- Material requirements planning (MRP) inventory
control - Inventory based on future need not on past use
- Determines when inventory needs to be restocked
- Can predict future need based on demand forecasts
- Takes customer demand as input, then works back
to calculate resources needed to produce goods
25Material Requirements Planningand Purchasing
(continued)
- Bill of materials (BOM) list of all raw
materials and subcomponent demands to produce a
product - Economic order quantity (EOQ) optimal quantity
of a raw material that minimizes overstocking and
saves cost, without missing production deadlines - Considers cost, discounts for large quantities,
cost of warehousing material, cost of alternative
uses of money, etc.
26Manufacturing Resource Planning
- Manufacturing resource planning (MRP II)
combines MRP with other related activities to
plan the entire manufacturing process - Can quickly modify schedules to accommodate
orders, track production in real time fix
quality slippage - Uses master production schedule
- Master production schedule specifies how
production capacity is to be used to meet
customer demands and maintain inventory - It helps balance production economies, customer
demands, manufacturing capacity, inventory levels
over a planning horizon of several months. - Just-in-time manufacturing suppliers ship parts
directly to assembly lines as needed - Avoids warehousing costs (e.g. Cisco)
27Group Activity Mini Project 1
- Using the link below learn about forecasting
technique for consumer demands. - http//www.purchasesmarter.com/articles/consumer-d
emand-forecasting-popular-techniques-part2-exponen
tial-smoothing.aspx - Using C and based on the assigned items for
consumer demand assigned to you, create a
forecast with Smoothing Parameter a values of 0.1
and 0.2 respectively.
28Monitoring and Control
- Information systems are designed to control
manufacturing processes as well as monitor them - Controlling processes helps ensure quality
- Example Ford Motor Companys Project Execution.
29Shipping
- Performed by manufacturer or shipping company
- Many variables affect cost and speed of shipping,
including - Length of routes
- Sequence of loading and unloading
- Type of shipped materials (e.g., perishable,
hazardous, fragile) - Fuel prices
- Road tolls
30Shipping (continued)
- Sophisticated software that optimizes shipping
efficiency helps a company stay competitive - Need to optimize
- Shipping time
- Cost of labor
- Use of equipment
- Maintenance
- Vehicles equipped with computers, global
positioning systems (GPS), and satellite
communication have increased efficiency
31Shipping (continued)
32RFID in SCM
- Radio frequency identification (RFID) a
technology containing circuitry that allows
recording of information about a product - Electronic product code (EPC) a code on an RIFD
tag that provides more information than the
universal product code (UPC) - Information may include date of manufacturing,
plant location, expiration date, destination - Ensures genuineness of products
33RFID in SCM (continued)
34RFID in SCM (continued)
35Customer Relationship Management
- Customer relationship management (CRM) systems
designed to support any and all relationships
with customers - Supports three areas
- Marketing
- Sales
- Customer service
- CRM systems capture the entire customer
experience with an organization - All company employees who deal with the customer
have access to this information
36Customer Relationship Management (continued)
37Market Research
- To promote products successfully, organizations
must perform market research - Market research helps discover populations and
regions that are most likely to purchase product - Activities may include
- Conducting interviews with consumers and
retailers - Building statistical models to predict sales
volumes of different products
38Targeted Marketing
- Targeted marketing promotes to people most
likely to purchase products - Database technology allows all companies to use
targeted marketing, even small companies - Can direct promotional dollars to customers most
likely to buy - Spam cheap method of advertising involving
sending mass e-mail communications
39Targeted Marketing (continued)
40Targeted Marketing (continued)
- Database management systems sort consumers based
on demographic information - Telemarketing marketing over the telephone
- Caller has large database of consumer data
- Computer telephony integration allows computer
to use telephone line as input - Caller ID can be used to locate customer data
- Data mining uses large data warehouses to find
trends and shopping habits of various demographic
groups
41Targeted Marketing (continued)
- Targeted marketing and Web technologies enable
retailers to personalize online shopping - Software can track Web page click streams to
determine customer preferences
42Customer Service
- Web-based customer service provides automated
customer service 24/7 - Saves labor costs
- Saves paper costs
- Includes FAQs, tracking systems, maintenance of
customer profiles - Artificial intelligence may be used to emulate a
real-life customer service representative
43Salesforce Automation
- Equips traveling salespeople with information
technology to improve productivity - Laptops and personal digital assistants (PDAs)
- Makes sales presentations more efficient
- Allows salespeople to present different options
for products and services at the customer
location
44Human Resource Management
- Human resource management (HRM) can be classified
into five main activities - Employee record management
- Promotion and recruitment
- Training
- Evaluation
- Compensation and benefits management
45Human Resource Management (continued)
F
46Employee Record Management
- HR departments must keep personnel records
- To satisfy laws
- For payroll and tax calculation and deposit
- For promotion consideration
- For periodic reporting
- Human resource ISs are now digitized
- Saves space to store records, time to retrieve
them, and costs of both
47Employee Record Management (continued)
48Promotion and Recruitment
- HR can select best-qualified person for position
by searching database of applicants and existing
employees for specific criteria - Automating the selection process significantly
minimizes time and money for recruitment - Intranet inter-organizational network that
supports Web applications - Allows HR manager to post position vacancy
announcements that get wide exposure
49Training
- One important HR function is improving employee
skills - Multimedia software training is replacing
classrooms and teachers - May include 3D virtual reality simulated
environments in which the employee must act - Information technology reduces training costs
dramatically
50Evaluation
- Employee ability must be periodically evaluated
by supervisors - May include evaluation of technical ability,
communication skills, professional conduct, and
general behavior - Often a subjective process, which is a problem
- Evaluation software tries to solve this problem
by standardizing evaluation process - Provides tools to aid in evaluating every
employee fairly and objectively
51Compensation and Benefits Management
- Compensation includes salary, hourly pay,
commissions, and bonuses - Programs calculate pay and taxes
- Automatically generate paychecks and perform
direct deposits - Software can help manage benefits
- Benefits database accessible through intranet or
Internet
52Supply Chain Management Systems
- Overall inventory in the U.S. is decreasing while
U.S. gross domestic product (GDP) is increasing - Money saved from reduced inventory can be spent
elsewhere - Reduction in inventory attributed to the use of
ISs, especially supply chain management systems - Streamline operations throughout chain
- ERP systems can also serve as SCM systems,
connecting multiple organizations
53Supply Chain Management Systems (continued)
54The Importance of Trust
- Supply chain systems work best when all
businesses in the chain are sharing information - Trust between allied companies facilitates
collaboration - Risk of disclosing important information to
competitors is present - Risk of taking advantage of demand figures by
charging higher prices is present
55The Musical Chairs of Inventory
- Small enterprises do not use SCM systems
- Affect more powerful organization to which small
enterprise is linked - Inventory turns the number of times the business
sells its inventory per year - When SCMs of companies are not linked, demand
requirements are unknown, so supply companies
must overstock inventory - One company sits with lean inventory while
other stands with overstock, hence musical
chairs
56Collaborative Logistics
- Web allows organizations from different
industries to collaborate - Businesses combine freight and share trucks
- Can optimize logistics by connecting SCM systems
- SCM systems can allow collaborative warehousing
to share warehouse space
57Enterprise Resource Planning
- Many companies replace old, disparate information
systems with enterprise applications - Enterprise resource planning (ERP) system
manages daily operations and facilitates planning - Current ERP market includes four vendors
- SAP
- Oracle
- Microsoft
- Sage Software
58Challenges and Disadvantages of ERP Systems
- ERP systems pose many challenges
- They are complex
- They often require special tailoring for specific
organizations - They may not support a companys unique sets of
business processes - They are expensive
- A process that becomes a weak link in one area
may negatively affect other integrated processes
59Providing the Missing Reengineering
- Although most reengineering projects of the 1990s
failed, ERP systems helped realize many of those
ideas - ERP systems forced changes in processes
- ERP systems allow better planning and managing of
processes at the organizational level instead of
at the organizational unit level
60Summary
- Effectiveness is the degree to which a task is
accomplished - Efficiency is the ratio of output to input
- Productivity is the measure of peoples
efficiency - Information systems have been integrated into
accounting services - Financial information systems help managers track
cash
61Summary (continued)
- Computer-aided design (CAD) systems help
engineers design new projects - Computer-aided manufacturing (CAM) systems direct
machines that assemble parts - Supply chain management (SCM) systems optimize
workload, speed, and cost in supply chains - Customer relationship management (CRM) includes
the entire cycle of relationships with customers
62Summary (continued)
- Human resource management systems facilitate
staff selection and record keeping - Multiple companies SCM systems can be linked,
facilitating cooperation, which requires trust - An enterprise resource planning (ERP) system can
encompass all business processes, but is
expensive and challenging