Chapter 5:Information Systems for

the Enterprise

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Learning objectives

1. Information systems in organizations

2. Human capital management (HCM)

3. Supply chain management (SCM)

4. Customer relationship management (CRM)

5. Enterprise resource planning (ERP)

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IKEA

• Global supply chain

• Robust and flexible information systems

• Efficiency and effectiveness

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• Components• Integration• Workflow

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Finance management

Reporting and compliance

• Exception reporting

• Compliance reporting

• eXtensible Business Reporting Language

(XBRL)

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• Human resources

management

• Workforce

management

• Talent management

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Human capital management

• Do we have the talent we need?• Can we afford to lose star employees?• How productive are our employees?

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Human capital metrics

Supply chain management

• Optimize flow of products from source

to customer

• Align supply with demand

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1. Plan

2. Source

3. Make

4. Deliver

5. Return

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Supply ChainOperations Reference

Measuring performance

• Visibility

• Demand forecast accuracy

• Walmart and Dell

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• Supply chain planning• Warehouse management• Transportation management• Manufacturing execution• Global trade management

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IS for supply chain

Collaboration Sensing

• Internal and

external• Electronic data

interchange (EDI)• Electronic markets

• Radio frequency

identification (RFID)• Global positioning

systems (GPS)

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Collaboration and sensing

Customer relationship management

• Customer retention

• Profitability

• Revenue

• Listening to customers

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CRM technologies

• E-mail marketing

• Sales force automation

• Customer service and support

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• Support back office

business processes

• Modules and

applications

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Enterprise resourceplanning

Integration strategies

• Suite

• Best of breed

• Middleware

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Implementation issues

• Complexity

• Process change

• Location differences

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Software-as-a-service

• Subscription-based

• ERP advantages and disadvantages

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Summary

1. Information systems in organizations

2. Human capital management (HCM)

3. Supply chain management (SCM)

4. Customer relationship management (CRM)

5. Enterprise resource planning (ERP)

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Human Services case

• Washington, DC Human Services

• Different agencies, separate information

systems

• Information gaps, lack of follow-up

• CRM software

• Funding and privacy challenges

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Mandarin Oriental case

• 40 properties in 25 countries

• Unique properties, consistent performance

standards

• Global approach to talent, 10,000 colleagues

on four continents

• Talent management system

• Assess performance, determine career path

and trainingCopyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 5 - 21

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