Information Systems for Businesses
Jack G. ZhengMay 22nd 2008
MIS Chapter 2
2
Overview
Operational/functional IS
Cross functional/integrated systems
Industry specific IS
3
Functional Information Systems
4
Cross-Functional Systems
Source: O’Brien “Manage Information Systems”, 8 th edition
5
Industry Specific Systems
Each industry has its own unique characteristics: different types of information, users and tasks Travel: scheduling and reservation Logistics: shipment tracking Banking: financial account (checking, saving, credit,
etc.) management, ATM, financial instrument processing
Retail: inventory management Brokerage: trading platform Education: student and faculty management Hospital: patient monitoring, health informatics …
6
Supply Chain Management
Supply chain (distribution chain) The flow of materials among organizations (to
end consumers)
Supply chain management (SCM) tracks inventory and information among
business processes and across companies
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SCM Systems
SCM system is an IT system that supports supply chain management activities
8
Customer Relationship Management
Customer relationship management A concept to provide better services to customer CRM manages the interaction with customers and better
predict and satisfy customers’ needs
CRM systems Using IT to gather and analyze customer information in order
to understand their behaviors and needs Collecting and using customer information in processes like
sales, service, marketing Keeping track of customers’ activities (purchasing, inquiry,
asking for support, review) Knowing each customer based on the information in the
database Analyzing customer data for personalization and customization
9
Major CRM Components
Customer service and support Call center / online information center Self service Personalization
Marketing One-to-one marketing / personal marketing
Sales force automation (SFA) A means of increasing sales effectiveness and
efficiency using technology to help automate, organize and track the sales process
For example, contact management and sales monitoring
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CRM System Infrastructure
11
CRM Challenges
A complete, accurate and up-to-date customer information base Privacy issues (more in chapter 8)
CRM system is not magic
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Business Intelligence
Business intelligence (BI) Knowledge, about your
customers, your competitors, your business partners, your competitive environment, and your own internal operations
Competitive intelligence Business intelligence focused
on the external competitive environment
13
Collaboration Systems
Collaboration system is designed specifically to improve the performance of teams by supporting the sharing and flow of information
Figure 2.10 on page 88
14
Additional Resources
Microsoft business and technology center http://www.microsoft.com/business/businesscenter.mspx
BI Demo from Microsoft http://www.microsoft.com/business/content/intelligence
/demo/bi_storm.html
CRM Today http://www.crm2day.com/