?????f???a?? S?st?

1
?????f???a?? S?st?µata st?? ?p??e???s?
?????f???a?? S?st?µata
2
St????

• ????? e??a? ?? ßas???? t?p?? s?st?µ?t?? se µ?a
  ep??e???s? ???? ???? d?ad?aµat?????
• ??? ?p?st??????? ta s?st?µata t?? ßas????
  ep??e???µat???? ?e?t?????e? p???se?? ?a?
  µ???et????, pa?a???? ?a? ?atas?e??,
  ???µat???????µ??? ?a? ????st????, ?a? a????p????
  p????

3
St????

• G?at? p??pe? ?? µ??at?e? ?a d????? p??s??? st??
  ep??e???µat???? d?e??as?e?
• ?? e??a? ep??e???µat???? efa?µ???? ???? ????
  d?ad?aµat????? ???a ?f??? p??sf?????
• ????? t?p?? p????f???a??? s?st?µ?t??
  ???s?µ?p?????ta? ap? eta???e? p?? ?e?t??????? se
  d?e??? ???µa?a

4
??????t???? ??????se??

• ????????s? ??af??et??? s?st?µata e??p??et???
  d??f??a ep?peda ?a? ?e?t?????e?, ? s??des? t???
  e??a? ???s?µ? a??? d?s???? ?a? dapa????
• ??e????s? t?? ped??? t?? s????? t?? ste?e??? ?a
  ste???? p??pe? ?a ????et??? µ?a p??? e???te??
  ?e???s? t?? s?µpe??f??? t???, p?? ?a
  s?µpe???aµß??e? ?a? ???a p?????ta, ?p??es?e?,
  tµ?µata t?? ???a??sµ??

5
?????? t?p?? s?st?µ?t?? se ???a??sµ???
??p?? ?????f???a??? S?st?µ?t??
?????a 2-1
6
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?a ???f??a ??d? S?st?µ?t??

• ??e?? ßas???? ?at?????e?
• ?????f???a??? S?st?µ?t??
• S?st?µata e?te?est???? ep?p?d??
• S?st?µata d?????t???? ep?p?d??
• S?st?µata st?at?????? ep?p?d??

7
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?? ??sse?e?? ?????? ??p?? S?st?µ?t??

• S?st?µata ?pe?e??as?a? S??a??a??? (Transaction
  Processing Systems - TPS)
• ?????f???a?? S?st?µata ??????s?? (Management
  Information Systems - MIS)
• S?st?µata ?p?st?????? ?p?f?se??
  (Decision-Support Systems - DSS)
• S?st?µata ?p?st?????? ??????s??
  (Executive-Support Systems - ESS)

8
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?? ??sse?e?? ?????? ??p?? S?st?µ?t??
?????a 2-2
9
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?? ??sse?e?? ?????? ??p?? S?st?µ?t??

• S?st?µata ?pe?e??as?a? S??a??a??? (Transaction
  Processing Systems - TPS)
• ?as??? ep??e???µat??? s?st?µata p?? e??p??et???
  st? e?te?est??? ep?ped? t?? ???a??sµ??
• ??s?d?? ?a??µe????? s??a??a??? ?a? ?e????ta
• ?pe?e??as?a ?a????µ?s?, ?ata?????f?s?,
  s?????e?s?, e??µ???s?
• ???d?? ??a??t???? a?af????, ??ste?, pe?????e??
• ???ste? ?pa??????? p??s?p???, ep?ß??p??te?

10
?????? t?p?? s?st?µ?t?? se ???a??sµ???
S?µß????? ??apa??stas? e??? S?st?µat??
?pe?e??as?a? S??a??a??? (TPS) ??s??d?s?a?
?????a 2-3
11
?????? t?p?? s?st?µ?t?? se ???a??sµ???
??p???? ?fa?µ???? TPS
?????a 2-4
12
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?? ??sse?e?? ?????? ??p?? S?st?µ?t??

• ?????f???a?? S?st?µata ??????s??(Management
  Information Systems - MIS)
• ???p??ete? t? d?????t??? ep?ped?, pa???e?
  a?af???? ? ?µes? p??sßas? se t?????ta st???e?a
  t?? eta??e?a?
• ??s?d?? ?e????pt??? ded?µ??a s??a??a???, µe?????
  ????? ded?µ??a, ap?? µ??t??a
• ?pe?e??as?a ??af???? ???t??e?, ap?? µ??t??a,
  a????s? ?aµ???? ep?p?d??
• ???d?? ?e?????e?? ?a? a?af???? e?a???se??
• ???ste? ?esa?a ste????

13
?????? t?p?? s?st?µ?t?? se ???a??sµ???
??? ta ?????f???a?? S?st?µata ??????s?? ?a??????
ta ?ed?µ??a t??? ap? ta TPS t?? ???a??sµ??
?????a 2-5
14
?????? t?p?? s?st?µ?t?? se ???a??sµ???
??a ?a??de??µa ??af???? p?? µp??e? ?a ?a???eta?
ap? t? MIS t?? ?????a? 2-5
?????a 2-6
15
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?? ??sse?e?? ?????? ??p?? S?st?µ?t??

• S?st?µata ?p?st?????? ap?f?se??
• (Decision-Support Systems, DSS)
• ???p??et??? t? d?????t??? ep?ped? ?????ta?
  a????s? ded?µ???? ??a t? ???? ap?f?se??
• ??s?d?? ?????? ????? ded?µ??a ? e?tetaµ??e?
  ß?se?? ded?µ????, a?a??t??? µ??t??a ?a? e??a?e?a
  a????s?? ded?µ????
• ?pe?e??as?a ?e a????ep?d?as?, p??s?µe??se?? ,
  a?a??se??
• ???d?? ??d???? a?af????, a?a??se?? ap?f?se??,
  apa?t?se?? se e??t?se??
• ???ste? ?pa??e?µat?e?, d?e????t?? p??s?p????

16
?????? t?p?? s?st?µ?t?? se ???a??sµ???
S?st?µa ?p?st?????? ?p?f?se?? ??a ????????se??
???µ???????
?????a 2-7
17
??????? ?ed?µ???? (Data Mining)

• ??a??t?s? ???µµ???? µ?t?ß?? ?a? s?s?et?se?? se
  µe???e? ?p????e? ?????f?????, ?a??? ?a?
  s??epa??µe??? ?a????? µe st??? t?? p??ß?e??
  µe????t???? s?µpe??f????
• 5 ??p?? ?????f????? 1) S?s?et?se??
• 2) ????????e?3) ?a????µ?se??4) ?µad?p???se??
  (clusters)5) ???ß???e??

18
Ge???af??? ?????f???a?? S?st?µata (Geographic
Information Systems - GIS)

• ??a ?e???af??? p????f???a?? s?st?µa (GIS) e??a?
  ??a s?st?µa ßas?sµ??? se ?/? ??a t? s??????,
  ap????e?s?, d?a?e???s? ?a? pa???s?as? ded?µ????
  µe t? ???s?µ?p???s? ??f?a??? ?a?t??
• ???e e???af? ? ??f?a?? a?t??e?µe?? ??e? µ?a
  ?a????sµ??? ?e???af??? t?p??es?a.
• ?.?. ?? t??pe?e? ???s?µ?p????? ta ?e???af???
  p????f???a?? s?st?µata ??a
• ???at?stas? ?atast?µ?t?? ?a? ATM µ??a??µ?t??
• ??µ???af?se?? pe?at??
• ???t??a ????? ?a? ????s?? t?? ep??e???µat????
  d?ast????t?t??
• Ge???af??? pe????? p?? e??p??ete? ???e ?at?st?µa
• ?p?d?s? ?atast?µ?t??

19
?a??de??µa G?S
20
?????? t?p?? s?st?µ?t?? se ???a??sµ???
?? ??sse?e?? ?????? ??p?? S?st?µ?t??

• S?st?µata ?p?st?????? ??????s??
• (Executive Support Systems, ESS)
• ?a?????? t?? ep????????e? ?a? t? p????aµµat?st???
  pe??ß????? p?? e??p??ete? t? st?at????? ep?ped?
  t?? ???a??sµ??
• ??s?d?? ???te???? ?a? es?te???? s???e?t??t???
  ded?µ??a
• ?pe?e??as?a ???s? ??af????, p??s?µ???se??,
  a????ep?d?as?
• ???d?? ???ß????, apa?t?se?? se e??t?se??
• ???ste? ???te??? ??????t??

21
?????? t?p?? s?st?µ?t?? se ???a??sµ???
???t??? e??? ??p???? S?st?µat?? ?p?st??????
??????s??
?????a 2-8
22
?????? t?p?? s?st?µ?t?? se ???a??sµ???
S??se?? ?eta?? t?? S?st?µ?t??
?????a 2-9
23
S???e?t??t??? ?a?a?t???st??? t?p?? ?S
24
?a s?st?µata ap? ?e?t??????? s??p??

• ????e? ?p??e???µat???? ?e?t?????e?
• S?st?µata ????se?? ?a? ????et???? (Sales and
  Marketing Systems)
• S?st?µata ?atas?e??? ?a? ?a?a????? (Manufacturing
  and Production Systems)
• S?st?µata ???µat???????µ???? ??a?e???s?? ?a?
  ????st????? (Finance and Accounting Systems)
• S?st?µata ?????p???? ????? (Human Resource
  Systems)

25
?a s?st?µata ap? ?e?t??????? s??p??
S?st?µata ????se?? ?a? ????et????

• ?s??????ta?
• µe t?? e?t?p?sµ? pe?at??
• t?? a??pt??? ?a? t? s?ed?asµ? ???? p?????t?? ?a?
  ?p??es???
• t?? p?????s? p?????t?? ?a? ?p??es???
• t?? p???s? p?????t?? ?a? ?p??es???
• t?? pa???? ?µes?? ?p?st?????? t?? pe?at??

26
?a s?st?µata ap? ?e?t??????? s??p??
???a?a? 2-2 ?a?ade??µata p????f???a???
s?st?µ?t?? p???se?? ?a? µ???et????
S?st?µa ?e????af? ???a??s?a?? ep?ped?
?pe?e??as?a pa?a??e???? ??sa????, epe?e??as?a ?a? pa?a???????s? pa?a??e???? ??te?est???
?????s? t?µ?????s?? ?a????sµ?? t?µ?? p?????t?? ?a? ?p??es??? ??????t???
???ß?e?? t?se?? p???se?? ?at??t?s? p??ß???e?? p???se?? pe?taet?a? St?at?????
27
?a s?st?µata ap? ?e?t??????? s??p??
S?st?µata ?atas?e??? ?a? ?a?a?????
(Manufacturing and Production Systems)

• ?s??????ta? µe
• t? s?ed?asµ?, a??pt??? ?a? pa?a???? t?? p?????t??
  ?a? ?p??es???
• t? p????aµµat?sµ?, a??pt??? ?a? s??t???s? t??
  pa?a??????? e??atast?se??
• t?? ap??t?s?, ap????e?s? ?a? d?a?es?µ?t?ta t??
  ?????? pa?a?????
• t? ??????? p????aµµat?sµ? t?? ??????, t??
  e??p??sµ?? ?a? t?? e??as?a?
• t?? ??e??? t?? ???? pa?a?????

28
?a s?st?µata ap? ?e?t??????? s??p??
???a?a? 2-3 ?a?ade??µata p????f???a???
s?st?µ?t?? ?atas?e??? ?a? pa?a?????
S?st?µa ?e????af? ???a??s?a?? ?p?ped?
??e???? µ??a??µ?t?? ??e???? ?e?t?????a? µ??a??µ?t?? ?a? e??p??sµ?? ??te?est???
?????aµµat?sµ?? pa?a????? ?p?fas? ??a t? p?te ?a? p?sa p?????ta ?a pa?a????? ??????t???
??p??es?a e??atast?se?? ?p?fas? ??a t? t?p? e??at?stas?? ???? µ???d?? St?at?????
29
?a s?st?µata ap? ?e?t??????? s??p??
Ge???? ?p??? e??? S?st?µat?? ?p???af??
?????a 2-10
30
?a s?st?µata ap? ?e?t??????? s??p??
S?st?µata ???µat???????µ???? ??a?e???s?? ?a?
????st?????(Finance and Accounting Systems)

• ??a?e????eta? ta ??????µ??? st???e?a e?e??et????
  t?? ep??e???s?? µet??t?, µet????, ?µ????a ?.a.
• ??a?e????eta? t?? ?efa?a??p???s? t?? ep??e???s??
  ?a? t?? a?e??es? ???? ??????µ???? st???e???
  e?e???t????
• S??t??e? ?a? d?a?e????eta? ta ??????µ??? ß?ß??a
  ?a? st???e?a t?? ep??e???s??

31
?a s?st?µata ap? ?e?t??????? s??p??
???a?a? 2-4 ?a?ade??µata ?????f???a???
S?st?µ?t?? ???µat???????µ???? ?a? ????st?????
S?st?µa ?e????af? ???a??s?a?? ep?ped?
???a??asµ?? e?sp?a?t??? ?a?a???????s? t?? ???µ?t?? p?? ?fe????ta? st? ep??e???s? ??te?est???
?at??t?s? p???p?????sµ?? ??p???s? ß?a??p???esµ?? p???p?????sµ?? ??????t???
?????aµµat?sµ?? ?e?d?? ?????aµµat?sµ?? µa???p???esµ?? ?e?d?f???a? St?at?????
32
?a s?st?µata ap? ?e?t??????? s??p??
S?st?µata ?????p???? ????? (Human Resources
Systems)

• ?s??????ta? µe
• ??? a?e??es? ?p???f??? ?pa??????
• ??? t???s? fa????? ??a t??? ?pa???????
• ??? pa?a???????s? t?? de???t?t?? t?? ?pa??????,
  t?? ap?d?se?? t??? st? e??as?a ?a? t?? e?pa?de?s?
  t???
• ??? ?p?st????? t?? s?ed?asµ?? aµ??ß?? t??
  ?pa?????? ?a? t?? e??????? t?? ?a????a? t???

33
?a s?st?µata ap? ?e?t??????? s??p??
???a?a? 2-5 ?a?ade??µata p????f???a???
s?st?µ?t?? a????p???? p????
S?st?µa ?e????af? ???a??s?a?? ep?ped?
??pa?de?s? ?a? a??pt??? ?a?a???????s? e?pa?de?s??, de???t?t?? ?a? a???????se?? ap?d?s?? t?? p??s?p???? ??te?est???
?????s? aµ??ß?? ?a?a???????s? t?? e????? ?a? t?? ?ata??µ?? µ?s???, ?µe??µ?s???? ?a? pa????? t?? p??s?p???? ??????t???
?????aµµat?sµ?? a????p???? p???? S?ed?asµ?? t?? µa???p???esµ?? a?a???? se p??s?p??? t?? ???a??sµ?? St?at?????
34
?a s?st?µata ap? ?e?t??????? s??p??
S?st?µa ????s?? St???e??? ???s?p????
?????a 2-11
35
?p??e???s?a??? ?fa?µ????
?p??e???µat???? ??e??as?e? ?a? ?????f???a??
S?st?µata

• ?p??e???µat???? ??e??as?e?
• (Business Processes)
• ?f?????
• t?? t??p? µe t?? ?p??? ???a???eta?, s??t????eta?
  ?a? est???eta? ? e??as?a
• s???e???µ??e? ???? ??????, p????f????? ?a?
  ???se??
• µ??ad????? t??p??? s??t???sµ?? t?? e??as?a?, t??
  p????f????? ?a? t?? ???se??

36
?p??e???s?a??? ?fa?µ????
?p??e???µat???? ??e??as?e? ?a? ?????f???a??
S?st?µata

• ?a?ade??µata ep??e???µat???? d?e??as??? ??a ???e
  ?e?t??????? t?µ?a
• ?atas?e?? ?a? ?a?a???? S??a?µ?????s? t??
  p?????t??, ??e???? p???t?ta?, ?at??t?s?
  ?atast?se?? ??????
• ????se?? ?a? ????et???? ??t?p?sµ?? pe?at??,
  e??µ???s? pe?at?? ??a t? p?????, p???s? t??
  p?????t??

37
?p??e???s?a??? ?fa?µ????
?p??e???µat???? ??e??as?e? ?a? ?????f???a??
S?st?µata

• ?a?ade??µata ep??e???µat???? d?e??as??? ??a ???e
  ?e?t??????? t?µ?a
• ???µat???????µ??? ?a? ????st???? ?????µ?
  p?st?t??, e?p???s? ???µat???????µ???? ?atast?se??
• ?????p???? ????? ???s???? e??a??µ????,
  a???????s? e??as?a??? ap?d?s?? e??a??µ????,
  d?a?e???s? p????aµµ?t?? pa?????

38
?p??e???s?a??? ?fa?µ????
?p??e???µat???? ??e??as?e? ?a? ?????f???a??
S?st?µata

• ??a?e?t???????? ?p??e???µat???? ??e??as?e?
• ?pe?ßa????? ta s????a µeta?? p???se??,
  µ???et????, pa?a????? ?a? ??e??a? ?a? a??pt????
• S???e?t?????? e??a??µ????? ap? d??f??e?
  ?e?t???????? e?d???t?te? ??a t?? ????????s? µ?a?
  s???e???µ???? e??as?a?
• ?a??de??µa ??e??as?a e?t??es?? pa?a??e????

39
?p??e???s?a??? ?fa?µ????
? ??e??as?a t?? ??t??es?? ?a?a??e????
?????a 2-12
40
?p??e???s?a??? ?fa?µ????
? ????te?t????? t?? ?p??e???s?a??? ?fa?µ????
?????a 2-13
41
?p??e???s?a??? ?fa?µ????
?p??e???µat???? ??e??as?e? ?a? ?????f???a??
S?st?µata

• ?p??e???s?a??? ?fa?µ????
• ?p??e???s?a?? S?st?µata (Enterprise systems)
• S?st?µata ??a?e???s?? ?f?d?ast???? ???s?da?
  (Supply chain management systems)
• S?st?µata d?a?e???s?? t?? s??se?? µe t??? ?e??te?
  (Customer relationship management systems, CRM)
• S?st?µata ??a?e???s?? G??se?? (Knowledge
  management systems)

42
?p??e???s?a??? ?fa?µ????
? ?a?ad?s?a?? Te???s? t?? S?st?µ?t??
?????a 2-14
43
?p??e???s?a??? ?fa?µ????
?p??e???s?a?? s?st?µata

• ? a????? ?p??e???s?a?? S?st?µata ??a?e???s??
  ????? (Enterprise resource planning, ERP)
• ???sf????? ??a ???a?? ?????f???a?? S?st?µa ??a t?
  s??t???sµ? ?a? t?? ????????s? t?? ßas????
  ep??e???µat???? d?e??as??? se ??? t?? ??tas? t??
  ???a??sµ??.
• ??µ?????e? µ??t??a ?a? a?t?µat?p??e? p?????
  ep??e???µat???? d?e??as?e?

44
?RP S?S??????

• ??a s?st?µa ?RP (Enterprise Resource Planning)
• ap?te?e? µ?a a???????a ap? ?µesa ???p???s?µa
  pa??ta efa?µ????, p?? ?a??pt??? ??e? t??
  ?e?t?????e? µ?a? ep??e???s?? ?a? d?a??t??? t??
  apa?a?t?t? e?????s?a ??a t? d??aµ??? p??sa?µ???
  t??? st?? apa?t?se?? ?a? t?? µetaß???? p??
  s?µßa????? se a?t?
• pa???e? ????????µ??e? p????f???a??? ??se?? ??a
  t?? ?a??te?? ?a? ap?d?t???te?? d?a?e???s? ?a?
  p????aµµat?sµ? t?? p????
• d??e? t? d??at?t?ta st?? ep??e???s? ?a
  ?e?t?????se? s??t???sµ??a sa? e??a??
  s?????,?a??d????µe?? ap? t?? p????f???e? p??
  d??eta? ap? t? pe??ß?????.

45
?a??de??µa
46
?p??e???s?a??? ?fa?µ????
?p??e???µat??? S?st?µata
?????a 2-15
47
?p??e???s?a??? ?fa?µ????
??a?e???s? ?f?d?ast???? ???s?da? (Supply Chain
Management) ?a? S??e??at??? ?µp????
(Collaborative Commerce)

• S?st?µata ??a?e???s?? ?f?d?ast???? ???s?da?
  (Supply Chain Management Systems, SCM)
  ??t?µat?p????? t? ??? p????f????? µeta?? eta???a?
  ?a? p??µ??e?t?? ??a t? ße?t?st?p???s? t??
  pa?a????? ?a? t?? pa??d?s?? t?? p?????t?? ?a?
  ?p??es???
• ??a?e???s? ?f?d?ast???? ???s?da? (Supply Chain
  Management) Ste?? s??des? ?a? s??t???sµ?? t??
  d?ast????t?t?? p?? eµp?????ta? st?? ?????, t??
  pa?a???? ?a? t? d?a????s? e??? p?????t??
• ?f?d?ast??? ???s?da (Supply Chain) ???t??
  ???a??sµ?? ?a? ep??e???µat???? d?e??as??? ??a t?
  p??µ??e?a ??????, t? pa?a???? ?a? t? d?a??µ? t??
  p?????t??

48
?p??e???s?a??? ?fa?µ????
??a ?f?d?ast??? ???s?da
?????a 2-16
49
?p??e???s?a??? ?fa?µ????
??a?e???s? ?f?d?ast???? ???s?da? ?a? S??e??at???
?µp????

• ?a p????f???a?? s?st?µata µp????? ?a ß????s??? ta
  µ??? t?? ef?d?ast???? a??s?da?
• ?a ap?fas?s??? t? ?a? p?te ?a pa??????, ?a
  ap????e???? ?a? ?a d?a??????
• ?a d?aß?ß????? ??????a pa?a??e??e?
• ?a pa?a????????? t?? ?at?stas? t?? pa?a??e????
• ?a e??????? t? d?a?es?µ?t?ta t?? ap??eµ?t?? ?a?
  ?a pa?a????????? ta ep?ped? t???
• ?a µe?????? t? ??st?? d?at???s?? ap??eµ?t??,
  µetaf???? ?a? ap????e?s??
• ?a pa?a????????? t?? ap?st???? p?????t??
• ?a p????aµµat????? t?? pa?a???? µe ß?s? t??
  p?a?µat??? ??t?s? t?? pe?at??
• ?a ep?????????? ??????a t?? a??a??? st? s?ed?asµ?
  t?? p?????t??

50
?p??e???s?a??? ?fa?µ????
??a?e???s? ?f?d?ast???? ???s?da? ?a? S??e??at???
?µp????

• S??e??at??? ?µp????(Collaborative Commerce)
• ???s?µ?p??e? ??f?a??? te???????e? ?ste ?a d??e? ?
  d??at?t?ta se p?????? ???a??sµ??? ?a s?ed??s???,
  a?apt?????, ?atas?e??s??? ?a? d?a?e???st???
  p?????ta, se s??e??at??? ß?s?
• ?????e? t?? ap?te?esµat???t?ta µe t? µe??s? t??
  ?????? s?ed?asµ?? t?? p?????t?? ,
  e?a??st?p????ta? ta p?e??????ta ap???µata,
  p??ß??p??ta? t? ??t?s?, ?a? ??at??ta? e??µe????
  eta????? ?a? pe??te?

51
?p??e???s?a??? ?fa?µ????
S??e??at??? ?µp????
?????a 2-17
52
?p??e???s?a??? ?fa?µ????
??a?e???s? ?f?d?ast???? ???s?da? ?a? S??e??at???
?µp????

• S??e??at???? p????aµµat?sµ??, p??ß?e?? ?a?
  a?ap????s? (Collaborative planning, forecasting,
  and replenishment, CPFR)S??e??as?a µeta??
  eta???? ??a t? d?at?p?s? p??ß???e?? t?? ??t?s??,
  t?? a??pt???? p????aµµ?t?? pa?a????? ?a? t?
  s??t???sµ? t?? d?ast????t?t?? ap?st????,
  ap????e?s?? ?a? d?a?e???s?? ap??eµ?t??
• ?d??t??? ??ad??? d??t?a (Private industrial
  networks)???t?a ßas?sµ??a st?? ?st? ??a t?
  s??t???sµ? d?ep??e???s?a??? ep??e???µat????
  d?e??as???

53
?p??e???s?a??? ?fa?µ????
??a?e???s? ?f?d?ast???? ???s?da? ?a? S??e??at???
?µp????

• ??? ?? ?p??e???se?? ep?d?d??ta?
• se s??e??at??? eµp????
• S?ed?asµ?? ?a? a??pt??? p?????t??
• ???p???t?s? ?a? ?p?st?????
• S??t???sµ?? ef?d?ast???? a??s?da?
• ?f?d?ast???
• St????? p???se?? ?a? e?pa?de?s?
• ??a?e???s? ?a?a????

54
?p??e???s?a??? ?fa?µ????
??a?e???s? t?? S??se?? µe t??? ?e??te? (Customer
Relationship Management, CRM)

• ??a?e???s? ???? t?? t??p?? µe t??? ?p????? µ?a
  ep??e???s? ???eta? se epaf? µe ?p?????te? ?a?
  d???t????? ????? pe??te?
• ?a?t?????a ep??e???µat???? ?a? te??????????
  t?µ?a?
• ???s?µ?p??e? p????f???a?? s?st?µata ??a ?a
  s??t???se? ??e? t?? a????ep?d??se?? µe t???
  pe??te? st??? t?µe?? t?? p???se??, t?? µ???et????
  ?a? t?? e??p???t?s??

55
?p??e???s?a??? ?fa?µ????
??a?e???s? t?? S??se?? µe t??? ?e??te?

• S?st?µata ??a?e???s?? t?? S??se?? µe t???
  ?e??te?(Customer Relationship Management
  Systems)
• ?a?a????????? ?a? ?ata???f??? ??e? t??
  a????ep?d??se?? µe t??? pe??te?
• ??a????? ta ded?µ??a ?ste ?a ße?t?st?p???s??? ta
  ?s?da, t?? ?e?d?f???a, t?? ??a??p???s? ?a? t??
  d?at???s? t?? pe?at??

56
?p??e???s?a??? ?fa?µ????
??a?e???s? t?? S??se?? µe t??? ?e??te?
?????a 2-18
57
?p??e???s?a??? ?fa?µ????
S?st?µata ??a?e???s?? G??se?? st?? ?p??e???s?

• S?st?µata ??a?e???s?? G??se?? (Knowledge
  Management Systems, KMS)
• S???????? s?et???? ???se?? ?a? eµpe???e? t??
  eta???a? ?ste ?a ?p?st??????? ep??e???µat????
  d?e??as?e? ?a? d?????t???? ap?f?se??
• ??a?e??????ta? ?a? d?a??µ??? ????afa ?a? ???a
  ??f?a?? a?t??e?µe?a ???s??

58
?p??e???s?a??? ?fa?µ????
S?st?µata ??a?e???s?? G??s?? st?? ?p??e???s?

• ? ????? t?? S?st?µ?t?? ??a?e???s?? G??s??
• ? ap??t?s? ?a? ap?t?p?s? ???s??
• ? ap????e?s? ???s??
• ? d?a??µ? ???s??
• ? ???s? ???s??