ENTERPRISE INFORMATION SYSTEMS 2008 E: goutama@gmail.com T: @goudotmobi W: www.about.me/goudotmobi Agenda 2. Intro. to Enterprise Information Systems (EIS) Supply Chain Management Customer Relationship Management Business Intelligence Knowledge Management Business Process Management 3. Intro. to EIS 4. Definition Generally any kind of computing system that is of "enterprise class" Large volumes of data and capable of supporting some large organization ("an enterprise") Provides a technology platform that enable organizations to integrate and coordinate their business processes Single system central to organization & ensure that information can be shared across all functional levels and management hierarchies Housed in one or more Data centers , run Enterprise software, and could include applications such as Content management systems and typically cross organizational borders. 5. Enterprise Software Software5. that solves an enterprise problem Written using Enterprise Software Architecture Software that models entire business enterprise and is the core IT system of governing enterprise Software that is a core of business communications within the enterprise As a suite of programs that have attached development tools to modify the common programs for the specic enterprise Development tools used are complex programming tools that require specialist capabilities Key elements: Performance, Scalability & Robustness 2008 Enterprise Information Systems Training 5 6. Supply Change Managment 7. Definition Process7. of planning, implementing and controlling supply chain operations eciently & eectively Spans all movement & storage of raw materials, work-in-process inventory, and nished goods from point-of-origin to point-of-consumption Software: Tools/modules used in executing supply chain transactions, managing supplier relationships & controlling associated business processes 2008 Enterprise Information Systems Training 7 8. Components Plan8. Managing all resources to meet customer demand Developing a set of metrics to monitor the supply chain To achieve eciency, cost saving, high quality & value Source Choose suppliers to deliver goods & services Develop a set of pricing, delivery & payment processes with suppliers Create metrics for monitoring & improving relationships Put together processes for managing inventory of goods & services Make Schedule activities for production, testing, packaging & preparation for delivery Measure quality levels, production output and worker productivity 2008 Enterprise Information Systems Training 8 9. Components (contd) Deliver9. Coordinate receipt of orders from customers Develop a network of warehouses, pick carriers to get products to customers Set up invoicing system to receive payments Return Create a network for receiving defective and excess products back from customers 2008 Enterprise Information Systems Training 9 10. Challenges Internal10. resistance to change Convince people to use the software worth the time Otherwise, they will easily nd ways to work around it Many mistakes at rst First bits of information they get from a system might need some tweaking Warned about system's initial naivet, they will think it is useful 2008 Enterprise Information Systems Training 10 11. Customer Relationship Management 12. Definition Processes12. to handle its contact with customers by storing information on current and prospective customers Related Aspects Front oce operations: Direct interaction with customers e.g. face to face meetings, phone calls, e-mail Back oce operations: Operations that aect activities of front oce e.g. billing, maintenance, planning, nance, manufacturing Business relationships: Interaction with other companies & partners e.g. suppliers/vendors and retail outlets/distributors Analysis: Analyze Key CRM data to plan target-marketing campaigns, conceive business strategies, & judge success of CRM activities e.g., market share, number & types of customers, revenue, protability 2008 Enterprise Information Systems Training 12 13. Types of CRM Operational13. CRM Provides support to front oce business processes Sales Force Automation Atomates Sales Force-related Activities Analytical CRM Analyzes Customer Data for variety purposes Campaign Management Combines elements of Operational and Analytical CRM Collaborative CRM Covers aspects of a company's dealings with customers handled by various departments Geographic CRM Combines geographic information system & traditional CRM 2008 Enterprise Information Systems Training 13 14. Successful Implementation Develop14. customer-focused strategy Break down CRM project into manageable pieces Setting up pilot programs & short-term milestones Start with a pilot project that incorporates all the necessary departments Include a scalable architecture framework Think carefully about the best: a solution that ties together, best of breed software from several vendors or an integrated package of software from one vendor. Make sure data to collect and if need to expand the systems Be thoughtful about what data is collected and stored 2008 Enterprise Information Systems Training 14 15. Business Intelligence 16. Definition Technologies,16. applications and practices for the collection, integration, analysis, and presentation of business information Objective is to support better business decision making (DSS) Used interchangeably with brieng books, report and query tools and executive information systems Provide historical, current, and predictive views of business operations, using data gathered into a data warehouse & working from operational data 2008 Enterprise Information Systems Training 16 17. Software Software17. elements support the use of this information by assisting in the extraction, analysis, and reporting of information Applications tackle sales, production, nancial & other sources of business data for purposes that include business performance management (BPM) Information gathered on comparable companies to produce benchmarks 2008 Enterprise Information Systems Training 17 18. The Challenges User18. resistance Standard data BI tools Doesnt understand business processes well enough to improve them Doesnt understand all activities that make up a particular business process: how information & data ow across various processes, how data is passed between business users, & how people use it to execute part of the process 2008 Enterprise Information Systems Training 18 19. The Implementation Make19. sure your data is clean Train users eectively Deploy and adjust quickly Deliver reports that provide the most value quickly Take an integrated approach to build data warehouse from the beginning Dene ROI clearly Outline specic benets expected to achieve Do a reality check every quarter or six months Focus on business objectives 2008 Enterprise Information Systems Training 19 20. Benefits Identify20. cost-cutting ideas Uncover business opportunities Roll ERP data into accessible reports React quickly to retail demand Optimize prices 2008 Enterprise Information Systems Training 20 21. Knowledge Mangement 22. Definition A22. range of practices used by organisations to identify, create, represent, distribute and enable adoption of what it knows, and how it knows it Tied to organisational objectives such as improved performance, competitive advantage, innovation, developmental processes, lessons learnt transfer and the general development of collaborative practices Frequently linked and related to learning organization, lifelong learning and continuous improvement Enterprise Information Systems Training 2008 22 23. Benefits Foster23. innovation by encouraging the free ow of ideas Improve customer service by streamlining response time Boost revenues by getting products & services to market faster Enhance employee retention rates by recognizing values of employees' knowledge & rewarding for it Streamline operations & reduce costs by eliminating redundant/unnecessary processes 2008 Enterprise Information Systems Training 23 24. Challenges Getting24. Employees on Board Ignorance on people & cultural issues Should have a culture that recognizes tacit knowledge and encourages employees to share it Ongoing Maintenance KM Content should be constantly updated, amended and deleted Constantly evolving business practices. Dealing with a Data Deluge Companies diligently need to be on the lookout for information overload. Quantity rarely equals quality, and KM is no exception. Indeed, the point of a KM program is to identify and disseminate knowledge gems from a sea of information. 2008 Enterprise Information Systems Training 24 25. Key concepts Dimension25. of knowledge Tacit vs Explicit Knowledge Knowledge Access Stages Knowledge may be accessed at three stages: before, during, or after knowledge-related activities Adhoc knowledge access To make knowledge requests of subject matter experts on ad hoc basis Response from expert individual is rich in content and contextualized to particular problem & personalized to the particular person/people addressing it Workload on knowledge user is reduced in validating historically collected knowledge; it is only recorded when needed to reduce information overload Downside, availability and memory recall skill of specic individuals in the organization Be accompanied by a knowledge retention program to capture critical knowledge in time before sta is leaving or before long breaks in use of the experience occur 2008 Enterprise Information Systems Training 25 26. Drivers Making26. available increased knowledge content in the development and provision of products and services Achieving shorter new product development cycles Facilitating and managing organizational innovation and learning Leveraging people expertise across organization Increasing network connectivity between employees and external groups Improving information ow Managing data proliferation and information in complex business environments Allowing employees to access appropriate information sources Managing intellectual capital & assets in the workforce 2008 Enterprise Information Systems Training 26 27. Enablers Expert27. Systems, Knowledge Bases, Information Management, Software Help Desk Tools, Document Management Systems E-learning, Web Conferencing, Collaborative Software, CMS, email lists,wikis, blogs KM practice will continue to evolve with growth of collaboration applications, visual tools and other technologies 2008 Enterprise Information Systems Training 27 28. Business Process Management 29. Definition A29. method of aligning an organization with the wants and needs of clients A holistic management approach promotes business eectiveness & eciency while striving for innovation, exibility & integration with technology Attempts to continuously improve processes (dene, measure and improve) 2008 Enterprise Information Systems Training 29 30. Standards BPMN30. (business process modeling notation) Focuses on business process graphical modeling BPEL (business process execution language) Focuses on process execution & system-to-system communication BPML (business process modeling language) XML-based execution language standard based upon Pi-Calculus & Web services BPQL (business process query language) Focuses on administrative & monitoring aspects 2008 Enterprise Information Systems Training 30 31. Lifecycle Modelling31. Takes theoretical design and introduces combinations of variables to determine how process might operate under dierent circumstances Involves running "what-if analysis" on the processes Execution Develop or purchase an application that executes the process required steps Use a combination of software and human intervention Use Business rules to provide denitions for governing behavior & the engine can be used to drive process execution and resolution Monitoring Encompasses tracking of individual processes so info can be seen and statistics on the performance of one or more processes provided Used to work with customers and suppliers to improve their connected processes Business Activity Monitoring (BAM) extends and expands the monitoring tools 2008 Enterprise Information Systems Training 31 32. Life cycle (contd) Process32. Mining A collection of methods and tools related to process monitoring To analyze event logs extracted through process monitoring and compare with an 'a priori' process model Optimization Retrieving process performance information from modeling or monitoring phase Identifying potential/actual bottlenecks and potential rooms for cost savings or other improvements Applying enhancements in process design, continuing value cycle of business process management 2008 Enterprise Information Systems Training 32 33. Best Candidates Dynamic33. processes Processes that involve people, cross business unit, division, department, workgroup or other functionally organized groups of people Complex processes that requires orchestration of a variety of people from dierent functional departments using dierent software applications and/or data to do their step in the process. Measurable mission-critical processes Processes that cannot be completed without calling on more than one legacy application Processes with exceptions that handled manually Processes with exceptions that require quick turnarounds 2008 Enterprise Information Systems Training 33 34. The Measurement reduced34. number of returned shipments reduced cycle time for special orders increased revenues recovered from credit disputes increased consistency of task completion/ improved productivity reduced time required to onboard new employees 2008 Enterprise Information Systems Training 34 35. Recommended Books. Enterprise35. Information Systems: A Pattern-Based Approach by Cheryl Dunn, J. Owen Cherrington and Anita Sawyer Hollander, USA, 2006, 453p Handbook of Enterprise Systems Architecture in Practice by Pallab Saha (Editor), IGI Globa, USA, 2007, 500p 2008 Enterprise Information Systems Training 35 36. Training Lead LinkedIn:36. www.linkedin.com/in/goutama Email: goutama@gmail.com Google+: www.gplus.to/goudotmobi Skype: goudotinfo Twitter: @goudotmobi 2008 Enterprise Information Systems Training 36 37. 2008 37 Enterprise Information Systems Training 38. 2008 38 Enterprise Information Systems Training