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Global E-Business

Global E-Business How businesses use information systems To keep price low “Save Money, Live Better” Walmart Economies of scale Low overhead Employ the least number of staffs to serve the most many of customers Information systems comes to play Hypermarkets Objectives of IT structure

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Global E-Business

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  1. Global E-Business How businesses use information systems

  2. To keep price low “Save Money, Live Better” Walmart Economies of scale Low overhead Employ the least number of staffs to serve the most many of customers Information systems comes to play Hypermarkets

  3. Objectives of IT structure • Support daily operations • Support customer satisfaction • Attract & retain distinguished employees • Support decision making • Reinforce the relationship with suppliers • Reduce risk of operations

  4. 2.1 Business processes and Information systems 2.2 Types of business information systems 2.3 Systems that span the enterprise 2.4 The information systems function in business

  5. 2.1 Business processes and Information systems • Business process • The manner in which • work is organized, coordinated, and focused • to produce a valuable product and service • Hire employees • New products development

  6. Business process • Source of competitive strength • Source of liabilities • Tied to a specific function area • Identify new customers • Cross many different functions • Order fulfillment process

  7. Order fulfillment process

  8. How information technology enhances business processes: • Efficiency and transformation • Increase efficiency of existing processes • Enable entirely new processes • Change the flow of information • More people to access and share info • Replace sequential steps with simultaneously in parallel • Eliminating delays in decision making

  9. 2.2 Types of business information systems • Even small firms have a collection of different systems • Two perspectives • By business functions • Sales & marketing • Manufacturing & production • Finance & accounting • Human resources

  10. By the major organizational groups that info systems serve • Operational management • Middle management • Senior management

  11. Transaction processing systems • Operational • Keep track of the elementary activities and transactions • POS, point-of-sale systems • Tasks, resources, and goals are predefined and highly structured • Central to a business

  12. Management information systems and decision-support systems • Middle management • Monitoring, controlling, decision-making, and administrative activities • Reports on the organization’s current performance

  13. MIS • Provide info to routine, specific in advance situations • DSS • Nonroutine, not fully predefined in advance situations • What …., if • WHAT would be the impact on the production schedules IF we were to double sales in the month of December?

  14. Voyage-estimating DSS

  15. Executive support systems • Senior management • Address strategic issues and long term trends • What product should we make in 5 years? • Incorporate data about external events • Use Portal as interface for senior management • Draw summarized information from internal MIS and DSS

  16. 2.3 Systems that span the enterprise • Enterprise applications • Execute business processes across the business firm • Span functional areas • Include all levels of management • Enterprise systems • Supply chain management systems • Customer relationship management systems • Knowledge management systems

  17. Enterprise systems • ERP, enterprise resources planning • 企業資源規劃 • MIS systems can not automatically exchange information to each other • Fragmentation of data • Collecting data from various key business processes 就源輸入

  18. Information flow as Data flow sales Sales information systems accounting Customer orders Accounting info systems production Production info systems Information flow with Data CENTRALIZED Customers WEB Order Master File ERP Sales Production

  19. Store data in a single CENTRAL data repository 資料庫 • Speed communication of information throughout the company • A customer place an order • Sale dept • Data flow automatically to other part of company • Production dept

  20. ERP enable users to access up-to-the-minute data on • Sales • Inventory • Production

  21. Supply chain management systems • Manage relationship with their suppliers • Automate the flow of info across organizational boundary Research/ Development Design Manufacturing

  22. Ability to move products efficiently through the supply chain • Lower cost • Increase customer service

  23. Interorganizational systems • Orbitz, Travelocity, Priceline • Airlines, hotels, rental cars, …. • Combine their capabilities to offer customers an integrated online shopping experience

  24. Haworth Inc. –manufacturer and designer of office furniture Warehouse Management System Transportation Management System

  25. Customer Relationship management systems • Manage the relationships with customers • Provide information to coordinate all the business processes that deal with customers • Sales, marketing, service • Customer satisfaction • Customer retention to optimize revenue

  26. SAAB, USA • Engage customers through 3 channels • Dealer network • Customer assistance center • Lead management systems 顧客開發 • Compartmentalized • Did not share essential customers info

  27. CRM • Integrating the firm’s customer-related processes • Consolidating customers information from multiple communication channels • 360 degree of customer • Siebel systems

  28. Knowledge management systems • Better management processes for capturing and applying knowledge and expertise • Create • Produce • Deliver Product and service 知識分享

  29. Intranets and extranets • Information integration • Networks built with the same tools and communication standard (internet technology) • Intranet: network for internal use • Extranet: Intranets extended to authorized users outside the company • network for internal use and customer, suppliers use

  30. Collaboration & communication systems: • Knowledge economy • Primary value-added activity of jobs • Interaction • Talking, • Emailing, • Presenting, • Persuading • Require sharing information & interacting with other people

  31. Face to face interactions • With information systems • Internet-based collaboration environments • Workgroup collaboration • Team documents • Email for team communications • Group calendar • Live video conference • IBM Lotus Sametime • Microsoft Office Live Meeting • Adobe Acrobat Connect

  32. Email & Instant Messaging • Cell phone & Smartphone • Mobile platform • Blackberry • Social networking • Help people share their interests and interact • LinkedIn.com: serving professional

  33. Wikis • Allow users to contribute and edit contents • Major repository for unstructured corporate knowledge • Inefficiency: people asking & answer the same question repeatedly • More dynamic & current • Virtual Worlds • Online virtual community

  34. E-Business, E-Commerce, E-Government • Use of digital technology and the Internet to execute the major business processes

  35. 2.4 The Information System Functionin Business • Formal organizational unit responsible for information technology service 資訊部門 • Programmer • System analyst • Information systems manager • Chief information officer (CIO) • End users

  36. Organizing the information systems function • Decentralized • Each function has its own MIS department • Fig. 2-10(A) • Centralized • MIS operate as a separate department • Fig. 2-10(B) • Combined • “Fortune 1000”-size firms, Fig. 2-10 (C)

  37. IT governance • Strategy & policies for using information technology within an organization

  38. Interactive session (Minicase) • Technology • Air Canada: Web_based system to enhance visibility of fleet_wide data around the world • P.80 • Management • Printing & packaging company goes digital • P. 83

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