Supply Chain Management (SCM)
- Supply chain management involves the management of
information flows between and among stages in a supply chain to maximize
total supply chain effectiveness and profitability.
- There are four basic components of supply chain
management :
1. Supply Chain
Strategy – managing all the resources required to meet customer demand
for all product and services.
2. Supply Chain Partner –
the partners chosen to deliver finished goods, raw materials, services
including pricing, delivery and payment process along with partner relationship
monitoring metrics.
3. Supply Chain
Operation – the schedule for production activities.
4. Supply Chain
Logistic – the product deliver processes and elements.
Customer Relationship
Management (CRM)
·
Customer relationship management
involves managing all aspects of a customer’s relationship with an organization
to increase customer loyalty and retention and organization’s profitability.
·
Customer relationship management allows
an organization to gain customer’s shopping and buying behaviors to develop and
implement enterprise wide strategy.
·
Organizations such as Kaiser Permanente
have obtained great success through CRM system.
·
Customer can contact an organization
through various type of technology such as call centers, web access, email,
faxes and direct sales that provide access to CRM information within different
system from Accounting System, Order Fulfillment System, Inventory System and Customer
Service System.
· CRM allow us to :
1. Communicate
effectively with each customer
2. Understand
customer product and service.
· CRM Strategy – CRM s not just technology
but also strategy an organization must embrace on an enterprise level.
· Implementing a CRM system :
1. Help
an organization identify customer
2. Design
specific marketing campaign
3. To
treat customer as an individual
4. Understand
customer buying behaviors
Business Process Reengineering (BPR)
·
A business process is a standardized set
of activities that accomplish a specific task, such as processing a customer’s
order.
·
Business process reengineering is the analysis
and redesign of workflow within and between enterprises.
·
Creating value for the customer is
leading factor for instituting BPR, and information technology often plays an
important enabling role.
Enterprise Resources Planning (ERP)
·
ERP integrates all departments and
functions throughout an organization into a single IT sytem so that employees
can make decisions.
ERP systems collect data from across an organization and correlate the data generating an enterprise wide view.
