Information Systems for Businesses Jack G. Zheng May 22 nd 2008 MIS Chapter 2.

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

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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

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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

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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

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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

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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/