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Jiah-Shing Chen, Ph. D. jschen@mgt.ncu.tw 中央大學 ERP 中心

Partners, Suppliers, Distributors, Resellers. SCM. Distribution. Production. Logistics. Finance/Accounting/Auditing Mgt. Employees. Adm. Control HRMS/e-Procurement. Stakeholders. ERP. BI. EAI. CRM. Service. Marketing. Sales. Selling Chain Mgt. Customers, Resellers. 從 ERP 到企業 E 化.

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Jiah-Shing Chen, Ph. D. jschen@mgt.ncu.tw 中央大學 ERP 中心

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  1. Partners, Suppliers, Distributors, Resellers SCM Distribution Production Logistics Finance/Accounting/Auditing Mgt. Employees Adm. Control HRMS/e-Procurement Stakeholders ERP BI EAI CRM Service Marketing Sales Selling Chain Mgt. Customers, Resellers 從ERP到企業E化 Jiah-Shing Chen, Ph. D. jschen@mgt.ncu.edu.tw 中央大學ERP中心 E-Business Application Architecture

  2. 大綱 • ERP與企業E化 • 主要延伸式ERP模組 • ERP未來可能的擴充方向 • 企業E化之路 • 擴充ERP系統之原因 • ERP目前之延伸功能

  3. 企業E化之路 高 全面e化期 e化整合期 價值 e化導入期 e化萌芽期 低 低 高 e化程度（範圍及深度）

  4. 企業E化四部曲 e化萌芽期 e化導入期 e化整合期 全面e化期 • eMail • 內部網路 • 網站設置 • 部份電腦化 • ERP系統導入 • 內部流程e化 • 網站資訊交換 功能 • 初步線上交易 • 初期建構知識庫 • 線上交易增加與內部作業流程整合 • 延伸線上行銷及客戶服務功能 • 員工portal逐步建構 • 與供應商線上交換資訊並導入線上交易 • 與重要電子社群整合 • 線上行銷、銷售及客 戶服務並與內部流程 深度整合 • 完整employee portal， 提供員工完整資訊、 知識管理及全面流程e化 • 供應鏈與內部流程進行深度整合 • 與重要電子社群進行深度整合

  5. 擴充ERP系統之原因 • 傳統ERP市場已趨飽和 • 經過十餘年的推展，傳統ERP系統需求已漸趨緩，各ERP廠商都需要新的產品以彌補傳統ERP系統的業績下降，延伸式ERP功能是自然的下一步 • 企業對ERP系統的要求改變 • 企業提昇價值的方法從改善企業內部流程以提高效率變成滿足客戶需求以超越競爭對手，因此需要客戶導向的進階ERP功能 • 網際網路改變了傳統ERP系統可服務的對象與方式 • 企業如今希望讓散佈在各地的行動員工(mobile workers)及利害關係人(stakeholders)可以透過瀏覽器存取企業的相關資訊

  6. ERP目前之延伸功能 Executives EIS Strategic • Strategic Decision Making DSS Middle Management Tactical • What If ? • Trend Analysis TPS Operation Personnel Operational • Transaction Oriented • Online, Real Time • Speed • 縱向延伸 • 決策支援系統(DSS) • 高階主管資訊系統(EIS)

  7. 橫向延伸 電子商務系統(EC) 顧客關係管理系統(CRM) 供應鏈管理系統(SCM) 入口網站(Portal) ERP目前之延伸功能 員工/股東 Portal EC 客戶 供應商 CRM SCM E-Business

  8. 主要延伸式ERP模組 資料倉儲(DW) 決策支援系統(DSS)與高階主管資訊系統(EIS) 顧客關係管理系統(CRM) 供應鏈管理系統(SCM) 入口網站(Portal)

  9. 延伸基礎 資料倉儲(DW) 資料倉儲之定義 資料倉儲之建構 與資料庫之比較 資料倉儲之架構 資料倉儲之價值 資料立方體 資料倉儲之重要性

  10. 資料倉儲之定義 • Inmon的定義 • 一個整合、主題導向、長期累積且內容不需更改的資料集合，藉以提供管理者在進行管理決策過程所需的輔助支援 • 資料倉儲的特性 • 主題導向(subject oriented) • 整合性(integrated) • 非揮發性(nonvolatile) • 時間變動性(time variant)

  11. 資料倉儲之建構

  12. 資料庫與資料倉儲之比較

  13. 資料倉儲與ERP系統 • ERP系統及資料庫為資料倉儲的資訊源 • 負責供應DW所需的營運資料 • DW整合不同資料源支援下列系統 • DSS • EIS • CRM • SCM

  14. 資料倉儲之架構

  15. 資料倉儲之價值 • 決策支援 • 應用系統重組 • 企業再造

  16. 決策支援 • 提供整合、簡潔和一致的資料 • 增加報表和查詢的效率及可靠性 • 協助各種比較查詢 • 如趨勢分析、跨年性比對、週期分析等 • 幫助分析和提供可行方案的評估參考 • 資訊處理、分析處理、變異分析及資料挖掘等決策支援工作

  17. 應用系統重組 • 可適度清除OLTP處理系統的歷史資料 • 可改進企業的系統結構 • 讓兩方面的工作負荷彼此不干擾 • 滿足不同的資料需求 • 透過資料倉儲的OLAP功能，提供和ERP或OLTP截然不同的資料取用方式和處理分析方式 • 可在必要時連上ERP或資料庫提供即時資訊

  18. 企業再造 • 協助管理者瞭解重大事件的發生原因 • 而不只是發生了多少細微的事件，以避免資料倉儲帶所來的資訊過載問題 • 有助於釐清促使商業活動持續進行之動力或保有企業的競爭優勢 • 以便管理者利用企業再造工程(BPR) 改變企業體質，找尋激烈競爭環境下的企業出路

  19. 主要運算 向上聚合 向下挖掘 資料立方體(Data Cube)

  20. 資料倉儲之重要性 • 過去 • 採用ERP系統即可提昇企業競爭力 • 現在 • ERP系統只是企業運作的標準平台 • DSS、EIS、CRM、SCM才足以提昇競爭力 • DW是最關鍵的基礎建設

  21. 決策支援系統(DSS)與高階主管資訊系統(EIS)

  22. 決策支援系統之目的 • 定義 • 利用資訊科技針對組織中的半結構化(semi-structured)或非結構化(unstructured)決策任務，提供擷取相關資料、進行模擬分析、比較可行方案等功能，搜尋最佳方案來幫助決策者提昇其決策績效之系統 • 主要目的 • 利用資訊科技強大的資料處理與運算能力，幫助決策者瞭解、分析決策問題，進而提昇決策品質

  23. 企業決策問題類別 • 策略規劃層次 • 企業的整體政策、目標和相關資源分配決策 • 處理企業、市場策略及產品組合等之長期決策 • 管理控制層次 • 企業為有效取得與使用資源的相關決策 • 考慮資源取得和組織、工作結構及員工招募訓練等中期事務 • 作業控制層次 • 有效益且有效率地完成企業活動的相關決策 • 處理如定價、生產量、存貨等短期決策

  24. 各層次決策之關係 決策發生的頻率越高 策略規劃 決策的重要性越增 組織學習 管理控制 作業控制

  25. DSS Characteristics • Supports individuals and teams • Used repeatedly and constantly • Two major components: data and models • Web-based • Uses subjective, personal, and objective data • Has a simulation model • Used in public and private sectors • Has what-if capabilities • Uses quantitative and qualitative models

  26. DSS versus EDP

  27. Working Definition of DSS • DSS • is an interactive, flexible, and adaptableCBIS, specially developed for supporting the solution of a unstructured management problem for improved decision making • utilizes data, provides easy user interface, and allows for the decision maker’s own insights • may utilize models • built by an interactive process (frequently end-users) • supports all the phases of the decision making • may include a knowledge component • Central Issue in DSS • support and improvement of decision making

  28. Capabilities of DSS • Provide support in semi-structured and unstructured situations, includes human judgment and computerized information • Support for various managerial levels • Support to individuals and groups • Support to interdependent and/or sequential decisions • Support all phases of decision-making process • intelligence, design, choice (& implementation) • Support a variety of decision-making processes and styles

  29. Capabilities of DSS • Are adaptive • Have user friendly interfaces • Goal • improve effectiveness of decision making • The decision maker controls the decision-making process • End-users can build simple systems • Utilizes models for analysis • Provides access to a variety of data sources, formats, and types

  30. Capabilities of DSS • Decision makers can make better, more consistent decisions in a timely manner

  31. DSS Components User User Interface DBMS MBMS • Data Management Subsystem • Model Management Subsystem • Knowledge-based (Management) Subsystem • User Interface Subsystem • The User

  32. DSS Classifications • Text-oriented DSS • Database-oriented DSS • Spreadsheet-oriented DSS • Solver-oriented DSS • Rule-oriented DSS • Compound DSS

  33. 高階主管資訊系統 • 結合決策支援系統和人工智慧特色 • 幫助管理者定義和處理問題及機會 • 以不同角度呈現資訊 • 管理者可以針對問題的特性，彈性地選擇觀看資訊的方式，包含內部／外部資訊、客觀／主觀資訊

  34. Evolution of EIS • DSS and ODSS (Organizational) • 1980s • Executive Information Systems • 1995+’s • Everybody’s Information Systems • Enterprise Information Systems

  35. Executive Information System (EIS) • A computer-based system that serves the information needs of top executives • Provides rapid access to timely information and direct access to management reports • Very user-friendly, supported by graphics • Provides exceptions reporting and "drill-down" capabilities • Easily connected to the Internet • Drill down

  36. Executives’ Role and Their Information Needs • Decisional Executive Role (2 Phases) • Identification of problems and/or opportunities • The decision of what to do about them • Flow chart and information flow • Use phases to determine executives’ information needs

  37. Methods for Finding Information Needs • Wetherbe's Approach • Structured Interviews • IBM's Business System Planning (BSP) • Critical Success Factors (CSF) • Ends/Means (E/M) Analysis • Prototyping • Watson and Frolick's Approach • Asking (interview approach) • Deriving needs from existing information system • Synthesis from characteristics of the systems • Discovering (Prototyping) • Ten methods

  38. Characteristics of EIS • Drill down • Critical success factors (CSF) • Status access • Analysis • Exception reporting • Colors and audio • Navigation of information • Communication

  39. Critical Success Factors (CSF) • Monitored by five types of information • Key problem narratives • Highlight charts • Top-level financials • Key performance indicators (KPI) • Detailed KPI responsibility reports

  40. Characteristics and Benefits of EIS • Quality of information • Flexible, correct, timely, relevant, complete, validated • User interface • GUI, user-friendly, secure access, quick response, mobile accessibility, reliable, easy input, quick retrieval, tailored, self-help menu • Technical capability provided • Global information, email, external data, written interpretations, hypertext & hypermedia, ad hoc analysis, multidimensional, hierarchical, graphics & text, management-by-exception reports, trends & deviations, historical & current data, critical success factors, forecasting, drill down, tracking of critical data • Benefits • Attainment of organizational objectives, productivity, quality of decision making, competitive advantage, time saving, communication capacity & quality, better organization control, anticipation of problems & opportunities, planning, search for cause of a problem, needs of executives

  41. Comparison of EIS and DSS • Focus • EIS: Status access, drill down • DSS: Analysis, decision support • Typical users • EIS: Senior executives • DSS: Analysts, professionals, managers • Impetus • EIS: Expediency • DSS: Effectiveness • Application • EIS: Environmental scanning, performance evaluation, identification of problems and opportunities • DSS: Diversified areas where managerial decisions are made

  42. Comparison of EIS and DSS • Decision support • EIS: Indirect support, mainly high-level and unstructured decisions and policies • DSS: Supports semi-structured and unstructured decision making, ad hoc decisions, and some repetitive decisions • Type of information • EIS: News items, external information on customers, competitors, and the environment; scheduled and demand reports on internal operations • DSS: Information supporting specific situations • Principal use • EIS: Tracking and control, opportunity identification • DSS: Planning, organizing, staffing, and controlling

  43. Comparison of EIS and DSS • Adaptability to individual users • EIS: Tailored to the decision-making style of each individual executive, offers several options of outputs • DSS: Permits individual judgments, what-if capabilities, some choice of dialog style • Graphics • EIS: A must • DSS: Important part of many DSS • User-friendliness • EIS: A must • DSS: A must if no intermediaries are used

  44. Comparison of EIS and DSS • Processing of information • EIS: Filters and compresses information, tracks critical data and information • DSS: EIS triggers questions, answers are worked out by DSS and fed back into EIS • Supporting detailed information • EIS: Instant access to the supporting details of any summary (drill down) • DSS: Can be programmed into the DSS but usually is not • Model base • EIS: Limited built-in functions • DSS: The core of the DSS

  45. Comparison of EIS and DSS • Construction • EIS: By vendors or IS specialists • DSS: By users, either alone or with specialists from IS department • Hardware • EIS: Mainframe, RISC (Reduced Instruction Set Computer) workstations, LANs, or distributed systems • DSS: Mainframe, RISC workstations, PCs, or distributed systems

  46. Comparison of EIS and DSS • Nature of software packages • EIS: Interactive, easy access to multiple databases, online access, sophisticated DBMS capabilities, complex linkages • DSS: Large computational capabilities, modeling languages and simulation, application and DSS generators • Nature of information • EIS: Displays pre-generated information about the past & present, creates new information about the past, present & future • DSS: Creates new information about the past, present & future

  47. 顧客關係管理系統(CRM) CRM之目標 CRM之價值 CRM之主要功能

  48. CRM之目標 • 利用資訊科技透過現存管道或開發新的管道 • 整合銷售、產品構型、規劃及設計，使企業可以加強對顧客的關係 • 幫助企業加強銷售、行銷、客服等前端作業 • 為了確保這些功能可以達成，CRM必需被看成是「人員、企業流程、系統」三位一體的整合，而非只是單純的資訊科技應用 • 實行個人化客戶服務 • 當銷售標準產品時，企業可利用顧客的資訊，來進行個人化的客戶服務

  49. CRM之價值 • 使企業能更準確的看待顧客 • 透過強大的資料分析能力，整合行銷、銷售、訂購、服務及支援活動等功能 訂單達交

  50. CRM之主要功能 • 創造新客戶 • 識別新的客戶 • 管理潛在顧客 • 行銷 • 發展及管理《行銷百科全書》 • 分析客戶資料 • 建立、執行並管理多重管道的產品行銷活動 • 銷售及產品構型 • 進行報價，製作計劃案及銷售展示 • 對產品進行構型管理，以滿足顧客特定的需求

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