??? ???????????????Transaction Processing, functional Applications, CRM, and Integration

1
??????????????????Transaction Processing,
functional Applications, CRM, and Integration
2
????

• ???????
• ????????
• ?????????
• ????/????
• ????????
• ?????????

3
???????
???? ???? ??
AR?AP??????
?? ???? ???? ??
???? CRM ???? ?????? ????? ????
?? ?? ??
4
???????(?)

• ???????
• ????
• ?????????????????(MIS)
• ??????????????????????????????????(????????)???
• ???????????(??)??,?????
• ??(??)?? (Ad-hoc (on- demand) reports)??????
• ???? (Drill-down report)??????????????
• ?????? (Key-indicator reports)????????????
• ???? (Comparative reports)??????????????????
• ????(Exception report)????????????????????
• ????
• ??????????????????????,???????????????,???????????
  ???
• ????????????
• ???????????????????

5
??????? - ????

• ???????????
• ?????????????????????????????????????
• ?????
• ??????????????????????????????????????,??????
• ????
• ??????????????????????????
• ???????????
• ?????????????????????,??????????

6
?????? (Transaction Processing Information
Systems, TPS)

• ??
• ?????????
• ???????????????
• ??????????????????????????????
• ????????????????(??DSS?CRM?)???
• ????????????????
• ??
• ????
• ?????????,????????????,??????????????
• ????
• ??????????(???????)
• ??????????
• ?????????
• ??????????,????
• ???????????????
• ?????????,????????
• ???????????????
• ??????????
• TPS????????????????(??????????????????)??

7
TPS?????
8
TPS?????

• ???????????????????
• ?????????
• ???? (Batch processing)
• ?????????????
• ????(Online processing)
• ??????,??????????????
• ?????(Hybrid system)
• ?????????,???????????,???????????

9
???????????
10
?????TPS

• ???TPS???????,??????????
• ??????(online transaction processing,OLTP)
• ?????????????
• ????(Client / server)??????????
• ?????TPS
• ?OLTP ??????????????
• OLTP?Web ???????,???????????????????????,?????????
  ???
• ????????
• ??????????
• ????Cost effectiveness
• ?????????
• ????
• ?????
• ??????,?????????????
• ????
• ?????

11
(No Transcript)
12
???TPS??
13
?????????
14
??????????

• ????????
• ???TPS??????
• ???????
• ??????????????????????
• ?????????????????
• ?????????(Financial planning budgeting)
• ???????(Financial economic forecasting)
• ????????????????????????????????
• ??????(Planning for incoming funds)
• ????(Budgeting )
• ???????????????????,?????????????????????????
• ??????(Capital budgeting) - ?????????
• ??????
• ?????????????
• ????????????????????????????????????????????????
• ???? (Virtual close)????????????????????????
• ???????(Expense Management Automation, EMA)
• ?????????????????????

15
??????????(?)

• ???????????
• ?????????????
• ????
• Factoring online
• ????
• ???????
• ????(Investment management)
• ??????????
• ???????????,????????????
• ???????????????????
• ???????????
• ??????????????????????
• ????(Financial analysis)
• ????????????????????????????????
• ?????(Control and auditing)
• ???????
• ??????-??????
• ????
• ????

16
???????

• ???? (Channel systems)????????,??????????????????
  ???
• ???? -??????(The customer is king (queen))
• ????(Telemarketing)
• ??????SMS????
• ????????(?IT???,????????????)
• ?????????? ????????????????????
• ????(Distribution channels) ??????
• ????

17
????(Customer Relations)

• CRM
• ?????????(Customer Profiles and Preference
  Analysis)
• ?????????ISs???????????,????????????(??????????)??
  ?
• ????????????(Prospective Customer Lists and
  Marketing DB)
• ???????????????????????
• ???????????????????????????????
• ?????(Mass Customization)
• ???(Personalization)
• ?????(Advertising and Promotions)
• ??E-amil?????????????

18
????(Distribution channels) ??????

• ??????????????
• Internet
• Location based mapping
• ????(Self-service)?????
• ???????????????????,?????????????????????????????
  ??
• ?????????
• ??????????????????????
• ?????????????
• ???????
• ???????????????(Information kiosk)
• ??????
• ???????
• ??????(Distribution Channels Management)

19
????(Marketing Management)

• ?????????????CBIS???
• ????
• ??????????(Pricing of Products or Services)
• ???????(Salesperson Productivity)
• ???????(Sales-force automation)
• ?????Intranet
• Productivity SW
• ??????(Profitability Analysis)
• ?????????????(profit contribution)???????????
• ???????(Sales Analysis And Trends)
• ????????????
• ?????????????,?????
• ??????????????

20
????(Channel Systems)
21
????????
22
??????

• ??????(Customer Relationship Management,CRM)
• ??????????,???????????????????????????
• ????????????????????????????
• CRM???
• ???CRM (Operational CRM)
• ??????????????????
• ???CRM (Analytical CRM)
• ??????????
• ???CRM (Collaborative CRM)
• ?????????????????
• eCRM (electronic CRM) - started in the mid-1990
• ?????? (??????)????????? (??????)????? (??????)
• ????(Customer Service)
• ????????
• ?????????
• ?????????
• ?????????
• ????????????????
• ?????????????

23
CRM
24
IT in CRM
25
??????
26
??????-??????
27
?????????

• ???? POM - The production and operations
  management
• ??????????
• ???????,???????
• ???????????????????????
• ?????????(In-house logistics material
  management)
• ????(Logistics Management)
• ??????????(??)?????(??,shipping )?????
• ????,??????????????????????????
• ????(E-procurement)
• ????(Inventory management)
• ?????????
• when to order reorder point
• how much to order
• ???????????
• ???????cost of maintaining inventories
• ????cost of ordering (a fixed cost per order)
• ?????????(cost of not having inventory when
  needed)
• Vendor-managed inventory (VMI)
• ????(Quality control)

28
POM ??
29
???????(Planning Procedures/ Operations)

• ?????? (Material requirement planning, MRP)
• ???????,?????????????????
• ???????????????????
• ?????? (Manufacturing resource planning, MRP II)
• ????????????????????,???????????
• ????MRP ???????????
• MRP ?????????????
• ??(Just- in- time,JIT)??
• ???????,???????????????
• ????????????,??????????
• ????(Project management)
• ??
• ?????????,????????????
• ????????,?????????
• ????????,??????
• ?????????????
• ????????????
• ??PERT (Program evaluation and review technique)
  Critical path method (CPM)
• ??????(Work Management Systems,WMS)

30
??????(Computer-integrated manufacturing, CIM)

• ??
• ???????,???????????,? CAD???????(CAM)???????(MRP)
  ???(JIT)?,?????????
• ???????????????
• ??????
• ?????????????(Simplification)
• ????IT???,??????????????(Automation)
• ????????,??????????,???????????
• ???????
• FMS (Flexible-manufacturing systems), JIT, MRP
• CAD (Computer Aided Design)
• a system that enables industrial drawings to be
  constructed on a computer screen stored,
  manipulated updated electronically
• CAE (Computer Aided Engineering)
• enables designers to analyze the design and
  determine whether it will work the way the
  designer thought it would.
• GT - Group technology

31
CIM???
32
Web-based ???????(Product lifecycle management,
PLM)
33
????????

• ??(Recruitment)
• ??????
• ??????????????????????????????????,?????????????
• ????(Position inventory)
• ????(Employee selection)
• ???????????????(HRM Portals and Salary Surveys)
• ??????????
• ????(Performance evaluation)
• ????????????????????????,???????????????????????
• ????????????
• ?????????(Training and human resource
  development)
• ?????????????????????????????????????
• ?????????
• ????
• ???????(Payroll and Employees Records)
• ??????????,???????????????
• ???????????????????????????????????
• ??????(Employee relationship management ,
  ERM)??????????????
• ??????

34
??????VS???????
35
??????VS???????(?)
36
?????????(Integrating Functional Systems)

• ?????
• ????
• ???????
• ?????????,?????????
• IT???CRM
• ?????
• ???????????????
• ?????????(Process-centric integration)
• ???????????????,????????????
• Enterprise Resource Planning (ERP) and SAP
  software

37
?????????