8Chapter
A hi i O ti lA hi i O ti lA hi i O ti lA hi i O ti lAchieving Operational Achieving Operational Excellence and CustomerExcellence and Customer
Achieving Operational Achieving Operational Excellence and CustomerExcellence and CustomerExcellence and Customer Excellence and Customer
Intimacy: Enterprise Intimacy: Enterprise A li tiA li ti
Excellence and Customer Excellence and Customer Intimacy: Enterprise Intimacy: Enterprise
A li tiA li tiApplicationsApplicationsApplicationsApplications
8.1 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
STUDENT LEARNING OBJECTIVES
H d t i t h l b i• How do enterprise systems help businesses achieve operational excellence?
• How do supply chain management systems• How do supply chain management systems coordinate planning, production, and logistics with suppliers?
• How do customers relationship management systems help firms achieve customer intimacy?
8.2 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
STUDENT LEARNING OBJECTIVES (continued)
Wh t th h ll d b t i• What are the challenges posed by enterprise applications?
• How are enterprise applications used in platforms for new cross-functional services?
8.3 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Tasty Baking Company: An Enterprise System Transforms an Old Favorite
P bl D i• Problem: Dropping market share, low profitability,
td t doutdated information systems.
• Solutions: Implement a new enterprise systemp yusing specially designed software from SAP.
8.4 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Tasty Baking Company: An Enterprise System Transforms an Old Favorite
• SAP’s enterprise system and Microsoft SQL Server database helped Tasty increase sales and reducedatabase helped Tasty increase sales and reduce writedowns.
• Demonstrates the importance of efficient information• Demonstrates the importance of efficient information systems to profitability.
• Illustrates the critical role of enterprise applications• Illustrates the critical role of enterprise applications.
8.5 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Tasty Baking Company: An Enterprise System Transforms an Old Favorite
8.6 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Enterprise Systems
• Enterprise Systems• Enterprise Systems
• Aka enterprise resource planning (ERP) systems
• Suite of integrated software modules and a common central database
C ll t d t f di i i f fi f i• Collects data from many divisions of firm for use in nearly all of firm’s internal business activities
• Information entered in one process is immediately• Information entered in one process is immediately available for other processes
8.7 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Enterprise Systems
• Enterprise Software• Built around thousands of predefined business processes
that reflect best practices/ G• Finance/accounting: General ledger, accounts payable, etc.
• Human resources: Personnel administration, payroll, etc.
• Manufacturing/production: Purchasing shipping etcManufacturing/production: Purchasing, shipping, etc.
• Sales/marketing: Order processing, billing, sales planning, etc.
• To implement, firms:• Select functions of system they wish to use
• Map business processes to software processes
8.8 © 2007 by Prentice Hall
• Map business processes to software processes
• Use software’s configuration tables for customizing
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Enterprise Systems
• Business Value of Enterprise Systems• Business Value of Enterprise Systems
• Increase operational efficiency
P id fi id i f ti t t d i i• Provide firmwide information to support decision making
• Enable rapid responses to customer requests for• Enable rapid responses to customer requests for information or products
• Include analytical tools to evaluate overall yorganizational performance
8.9 © 2007 by Prentice Hall
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Enterprise Systems
How Enterprise Systems WorkHow Enterprise Systems Worko te p se Syste s oo te p se Syste s o
Figure 8-1Enterprise systems feature a set of integrated software modules and a central database that enables data to
8.10 © 2007 by Prentice Hall
be shared by many different business processes and functional areas throughout the enterprise
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
The Supply ChainThe Supply Chain
Supply Chain Management Systems
e Supp y C ae Supp y C a• Network of organizations and processes for:
• Procuring raw materials
• Transforming them into products
• Distributing the products
• Upstream supply chain: • Firm’s suppliers, suppliers’ suppliers, processes for managing
relationships with themrelationships with them
• Downstream supply chain: • Organizations and processes responsible for delivering
8.11 © 2007 by Prentice Hall
• Organizations and processes responsible for delivering products to customers
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Nike’s Supply ChainNike’s Supply Chain
Supply Chain Management Systems
e s Supp y C ae s Supp y C a
Figure 8-2This figure illustrates the major entities in Nike’s supply chain and the flow of information upstream and downstream to coordinate the activities involved in buying, making, and moving a product. Shown here is a simplified supply chain,
ith th t ti
8.12 © 2007 by Prentice Hall
with the upstream portion focusing only on the suppliers for sneakers and sneaker soles.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Information and Supply Chain ManagementInformation and Supply Chain Management
Supply Chain Management Systems
o at o a d Supp y C a a age e to at o a d Supp y C a a age e t
• Inefficiencies cut into a company’s operating costs• Can waste up to 25% of operating expensesp p g p
• Just-in-time strategy:• Components arrive as they are needed• Finished goods shipped after leaving assembly line
• Safety stockff f f f• Buffer for lack of flexibility in supply chain
• Bullwhip effect• Information about product demand gets distorted as it passes
8.13 © 2007 by Prentice Hall
• Information about product demand gets distorted as it passes from one entity to next across supply chain
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
The Bullwhip EffectThe Bullwhip Effect
Supply Chain Management Systems
e u p ecte u p ect
Figure 8-3Figure 8-3Inaccurate information can cause minor fluctuations in demand for a product to be amplified as one moves further back in the supply chain. Minor fluctuations in
8.14 © 2007 by Prentice Hall
retail sales for a product can create excess inventory for distributors, manufacturers, and suppliers.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Supply Chain Management ApplicationsSupply Chain Management Applications
Supply Chain Management Systems
Supp y C a a age e t pp cat o sSupp y C a a age e t pp cat o s
• Supply chain planning systems• Model existing supply chainModel existing supply chain
• Demand planning
• Optimize sourcing, manufacturing plans
• Establish inventory levels
• Identifying transportation modes
• Supply chain execution systems• Manage flow of products through distribution centers and
h
8.15 © 2007 by Prentice Hall
warehouses
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Global Supply Chains and the InternetGlobal Supply Chains and the Internet
Supply Chain Management Systems
G oba Supp y C a s a d t e te etG oba Supp y C a s a d t e te et• Before Internet, supply chain coordination hampered
by difficulties of using disparate internal supply chain systemssystems
• Enterprise systems supply some integration of internal supply chain processes but not designed to deal withsupply chain processes but not designed to deal with external supply chain processes
• Intranets and Extranets• Intranets: To improve coordination among internal supply
chain processes
8.16 © 2007 by Prentice Hall
• Extranets: To coordinate supply chain processes shared with their business partners
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Intranets and Extranets for Supply Chain ManagementIntranets and Extranets for Supply Chain Management
Supply Chain Management Systems
t a ets a d t a ets o Supp y C a a age e tt a ets a d t a ets o Supp y C a a age e t
Figure 8-4Intranets integrate information from isolated business processes within the firm to help manage its internal supply chain. Access to these private intranets can also be extended to authorized
8.17 © 2007 by Prentice Hall
suppliers, distributors, logistics services, and, sometimes, to retail customers to improve coordination of external supply chain processes.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Global Supply Chains and the InternetGlobal Supply Chains and the Internet
Supply Chain Management Systems
G oba Supp y C a s a d t e te etG oba Supp y C a s a d t e te et• Global supply chain issues
• Global supply chains typically span greater geographic pp y yp y p g g g pdistances and time differences
• More complex pricing issues (local taxes, transportation, etc )etc.)
• Foreign government regulations
• Internet helps companies manage many aspects ofInternet helps companies manage many aspects of global supply chains• Sourcing, transportation, communications,
8.18 © 2007 by Prentice Hall
ginternational finance
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Global Supply Chains and the InternetGlobal Supply Chains and the Internet
Supply Chain Management Systems
G oba Supp y C a s a d t e te etG oba Supp y C a s a d t e te et
• Supply chain management systems• Push-based model (build-to-stock)( )
• Schedules based on best guesses of demand
• Pull-based model (demand-driven)• Customer orders trigger events in supply chain
• Sequential supply chains• Information and materials flow sequentially from company to q y p y
company
• Concurrent supply chains• Information flows in many directions simultaneously among
8.19 © 2007 by Prentice Hall
• Information flows in many directions simultaneously among members of a supply chain network
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
PushPush-- Versus PullVersus Pull--Based Supply Chain ModelsBased Supply Chain Models
Supply Chain Management Systems
usus e sus ue sus u ased Supp y C a ode sased Supp y C a ode s
8.20 © 2007 by Prentice Hall
Figure 8-5The difference between push- and pull-based models is summarized by the slogan “Make what we sell, not sell what we make.”
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Business Value of Supply Chain Management SystemsBusiness Value of Supply Chain Management Systems
Supply Chain Management Systems
• Match supply to demand
Red ce in entor le els
us ess a ue o Supp y C a a age e t Syste sus ess a ue o Supp y C a a age e t Syste s
• Reduce inventory levels
• Improve delivery service
• Speed product time to market
• Use assets more effectively
• Reduced supply chain costs lead to increased profitability
8.21 © 2007 by Prentice Hall
• Increased sales
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
The Future InternetThe Future Internet--Drive Supply ChainDrive Supply Chain
Supply Chain Management Systems
e utu e te ete utu e te et e Supp y C ae Supp y C a
Figure 8-6The future Internet-driven supply chain operates like a digital logistics nervous system. It provides multidirectional Communication among firms, networks
8.22 © 2007 by Prentice Hall
of firms, and e-marketplaces so that entire networks of supply chain partners can immediately adjust inventories, orders, and capacities.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
What Is Customer Relationship Management?What Is Customer Relationship Management?
Customer Relationship Management Systems
at s Custo e e at o s p a age e tat s Custo e e at o s p a age e t• Knowing the customer
• In large businesses, too many customers and too many ways customers interact with firm
• Customer relationship management (CRM) systemssystems• Capture and integrate customer data from all over the
organization• Consolidate and analyze customer data• Distribute customer information to various systems and
customer touch points across enterprise
8.23 © 2007 by Prentice Hall
customer touch points across enterprise• Provide single enterprise view of customers
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Customer Relationship Management (CRM)Customer Relationship Management (CRM)
Customer Relationship Management Systems
Custo e e at o s p a age e t (C )Custo e e at o s p a age e t (C )
Figure 8-7CRM systems examine customers from a multifaceted perspective. These systems
8.24 © 2007 by Prentice Hall
use a set of integrated applications to address all aspects of the customer relationship, including customer service, sales, and marketing.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
CRM SoftwareCRM Software
Customer Relationship Management Systems
CRM SoftwareCRM Software• CRM packages range from niche tools to large-
scale enterprise applications• More comprehensive have modules for:
• Partner relationship management (PRM)• Integrating lead generation, pricing, promotions, order
configurations, and availability
• Tools to assess partners’ performancesTools to assess partners performances
• Employee relationship management (ERM)• E.g. Setting objectives, employee performance management,
8.25 © 2007 by Prentice Hall
performance-based compensation, employee training
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
CRM SoftwareCRM Software
Customer Relationship Management Systems
CRM SoftwareCRM Software• CRM packages typically include tools for:
• Sales force automation (SFA)( )
• E.g. sales prospect and contact information, and sales quote generation capabilities
• Customer service
• E.g. assigning and managing customer service requests; Web-based self-service capabilitiesp
• Marketing
• E.g. capturing prospect and customer data, scheduling
8.26 © 2007 by Prentice Hall
and tracking direct-marketing mailings or e-mail
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
How CRM Systems Support MarketingHow CRM Systems Support Marketing
Customer Relationship Management Systems
o C Syste s Suppo t a et go C Syste s Suppo t a et g
Figure 8-8Customer relationship management software provides a single point for users to
8.27 © 2007 by Prentice Hall
manage and evaluate marketing campaigns across multiple channels, including e-mail, direct mail, telephone, the Web, and wireless messages.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
CRM Software CapabilitiesCRM Software Capabilities
Customer Relationship Management Systems
C So t a e Capab t esC So t a e Capab t es
Figure 8-9The major CRM software products support business processes in sales, service, and
8.28 © 2007 by Prentice Hall
marketing, integrating customer information from many different sources. Included are support for both the operational and analytical aspects of CRM.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Customer Loyalty Management Process MapCustomer Loyalty Management Process Map
Customer Relationship Management Systems
Custo e oya ty a age e t ocess apCusto e oya ty a age e t ocess ap
This process map shows how a best practice for promoting customer loyalty through customer service would be modeled by
8.29 © 2007 by Prentice Hall
Figure 8-10
p p p p g y y g ycustomer relationship management software. The CRM software helps firms identify high-value customers for preferential treatment.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Customer Relationship Management Systems
Operational and Analytical CRMOperational and Analytical CRM• Operational CRM:
• Customer-facing applications such as sales force
Operational and Analytical CRMOperational and Analytical CRM
automation, call center and customer service support, and marketing automation
• Analytical CRM: • Analyze customer data output from operationalAnalyze customer data output from operational
CRM applications• Based on data warehouses populated by operational
CRM systems and customer touch points
8.30 © 2007 by Prentice Hall
CRM systems and customer touch points• Customer lifetime value (CLTV)
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Analytical CRM Data WarehouseAnalytical CRM Data Warehouse
Customer Relationship Management Systems
a yt ca C ata a e ousea yt ca C ata a e ouse
Figure 8-11Analytical CRM uses a customer
8.31 © 2007 by Prentice Hall
ydata warehouse and tools to analyze customer data collected from the firm’s customer touch points and from other sources.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Business Value of Customer Relationship ManagementBusiness Value of Customer Relationship Management
Customer Relationship Management Systems
us ess a ue o Custo e e at o s p a age e tus ess a ue o Custo e e at o s p a age e t
• Business benefits• Increased customer satisfaction• Reduced direct-marketing costs• More effective marketing• Lower costs for customer acquisition/retention• Increased sales revenue
• Churn rate• Churn rate• Number of customers who stop using or purchasing products
or services from a company.
8.32 © 2007 by Prentice Hall
• Indicator of growth or decline of firm’s customer base
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Enterprise Application ChallengesEnterprise Application Challenges
Enterprise Applications: New Opportunities and Challenges
te p se pp cat o C a e geste p se pp cat o C a e ges
• Highly expensive to purchase and implement enterprise applications – total cost may be 4 to 5 times the price of software
• Technology changes• Business process changes• Organizational changesg g• Switching costs, dependence on software vendors• Data standardization management cleansing
8.33 © 2007 by Prentice Hall
Data standardization, management, cleansing
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Interactive Session: PeopleInteractive Session: People
Customer Relationship Management Systems
ppAlaska Airlines Soars with Customer Relationship ManagementAlaska Airlines Soars with Customer Relationship Management
• Read the Interactive Session and then discuss the following questions:• What was the problem at Alaska Airlines in this story? How did
the problem affect business performance?
• What was the solution chosen by the airline? How well did this solution help the airline compete with its rivals?
• What are the ways in which a typical customer interacts with an airline? List and briefly describe the customer data elements generated during these interactions (making a reservation, using frequent flyer miles, completing a flight.) How does information
8.34 © 2007 by Prentice Hall
q y , p g g )from CRM improve these interactions?
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Enterprise Applications: New Opportunities and Challenges
Extending Enterprise SoftwareExtending Enterprise Software
• To bring greater value from enterprise applications
te d g te p se So t a ete d g te p se So t a e
• Enterprise solutions / suites: Make applications more flexible, Web-enabled, integrated with other systemssystems
• Service platform: Integrates multiple applications to deliver a seamless experience for all partiesp p
• Order-to-cash process
• Portal software
8.35 © 2007 by Prentice Hall
Portal software
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
OrderOrder--toto--Cash ServiceCash Service
Enterprise Applications: New Opportunities and Challenges
O deO de toto Cas Se ceCas Se ce
Fi 8 12Figure 8-12Order-to-cash is a composite process that integrates data from individual enterprise systems and legacy financial applications. The process
8.36 © 2007 by Prentice Hall
must be modeled and translated into a software system using application integration tools.
Essentials of Business Information SystemsEssentials of Business Information SystemsChapter 8 Achieving Operational Excellence and CustomerChapter 8 Achieving Operational Excellence and Customer
Intimacy: Enterprise ApplicationsIntimacy: Enterprise Applications
Interactive Session: OrganizationsInteractive Session: Organizations
Enterprise Systems
ggInvacare Struggles with Its Enterprise System ImplementationInvacare Struggles with Its Enterprise System Implementation
• Read the Interactive Session and then discuss theRead the Interactive Session and then discuss the following questions:• How did problems implementing the Oracle enterprise
software affect Invacare’s business performance?
• What people, organization and technology factors affected Invacare’s ERP implementation?p
• If you were Invacare’s management, what steps would you have taken to prevent these problems?
8.37 © 2007 by Prentice Hall