Describe the primary users and primary business benefits of Customer Relationship Management (CRM). Supply Chain Management (SCM) and Enterprise Resource Planning (ERP) application.
CRM - Customer Relationship Management
Primary Users
The primary Users of CRM which is Customer Relationship Management is the Sales, Marketing and Customer Service departments, the reason being for this is that CRM is more related to interaction with customers, which is more Front Office Work than it is to Back Office Work like analytics or strategic planning, but this is not to say that CRM does not contribute information for Back Office work. CRM Focuses on customer satisfaction .
Primary Business Benefits
Among the benefits of using CRM is that by going through the CRM process and assessing customer attitudes, responses, wants, they are more able to make Sales forecasts, Sales strategies and Marketing Campaigns. How they achieve this is by weighing in the relevant information that can be ascertained through CRM, they can then make accurate guesses and also tailor their campaigns. They can also better plan their use of finances because they can make accurate forecasts of their sales therefore, they are now able to properly allocate resources to handle situation.
SCM - Supply Chain Management
Primary Users
The main users of Supply Chain Management are Customers, Resellers, Partners, Suppliers, Distributors. The main reason for this is that these parties are the ones that are involved in the Supply Chain, what this means is that they have a vested interest in knowing where the goods are, when will it arrive, and if there are any complications arising . SCM also helps to ensure optimal level of stocks for those parties that are involved in storing the goods, and also ensures that there will always be enough goods as needed.
Primary Business Benefits
The three main benefits of SCM are that they can better assess Market Demand, they can identify resource and capacity constraints and also perform Real-time scheduling. What Market Demand means in this situation is that by assessing the flow of goods within the supply chain and how much is being sold, we can assess market demand and adjust accordingly to demands in that area. What identifying resource and capacity constraints mean, the company or member of supply chain can better identify the resources that are unavailable during that period. What this means is they can better understand the limitations that they are facing at that particular time and place and they can better manage their resources there because of it. What Real-time scheduling means is that by having up to date information about the supply chain, we are able to schedule the arrival and delivery of goods in real-time, therefore providing less questions to arise when asked when the goods will arrive, in terms of business this will help business know when their stocks will arrive and therefore allow them to effectively plan the goods they need to last until the next shipment, what this means for customers is that they can track their orders and this increases their satisfaction with company service.
ERP - Enterprise Resource Planning
Primary Users
The primary users of ERP are Accounting, Finance , Logistics and Production. To understand why they are the primary users, we must first get a grasp of ERP which means a system to collect, update and maintain system wide information. In accounting, this is translated to knowing who needs to pay what and how much, in Finance it helps to have this steady source of information to find out how they can use to finance activities of their company, for Logistics, we can ascertain where goods are and such, ERP for Logistics is very closely related to SCM because it deals with movement of goods. In Production, by using ERP, every department knows how much goods is produced and for what cost, this ties in to other departments who can calculate how much they can sell for, earn, and how much has been financed to produce said goods.
Primary Business Benefit
The primary Business Benefits of ERP is forecasting, planning, purchasing, material management, warehousing, inventory and distribution.This infers that ERP has a hand in most of the major activities in company. How it helps in forecasting, is that by knowing the exact resources in company , and how much is used, we can forecast how much needs to be used later, and how it relates to planning is by knowing details, and our capabilities, we can then plan within the means of the company to achieve more things. In material management, through ERP and knowing where and when goods are at, they are more capable of locating where it went missing . In terms of inventory, through having a constant and updated ERP system, it will be easier for the company to track inventory. And last, in terms of distribution, by having accurate information about customers and what they have ordered we are able to make sure that the delivery of goods are to the right person and on time, other than that through using ERP, we can also tell said customer if their goods are in stock or they have to wait for next cycle.
Tuesday 14 February 2012
Wednesday 1 February 2012
INFORMATION TECHNOLOGY ADVANCE DRIVING SCM
SPEED
-New form of server, telecommunications, wireless application, & software.
-Enable company to perform activities that were once ever thought possible.
-Company ability to satisfy continually changing customer requirement efficiently, accurately & quickly.
THREE FACTORS FOSTERING SPEED.
1.Serving customer is the best, most efficient & most effective manner has become critical and information about issue such as order status, product delivery, delivery schedule, and invoice has become a necessary part of the total customer service experience.
2.Information is crucial to manager’s abilities to reduce inventory and human resources requirements to a competitive level.
3.Information flows are essential to strategic planning for and deployment of resources.
EXAMPLES OF COMPANY THAT APPLY SPEED.
Maxis, Celcom, Digi, McDonald and Kentucky Fried Chicken (KFC).
-New form of server, telecommunications, wireless application, & software.
-Enable company to perform activities that were once ever thought possible.
-Company ability to satisfy continually changing customer requirement efficiently, accurately & quickly.
THREE FACTORS FOSTERING SPEED.
1.Serving customer is the best, most efficient & most effective manner has become critical and information about issue such as order status, product delivery, delivery schedule, and invoice has become a necessary part of the total customer service experience.
2.Information is crucial to manager’s abilities to reduce inventory and human resources requirements to a competitive level.
3.Information flows are essential to strategic planning for and deployment of resources.
EXAMPLES OF COMPANY THAT APPLY SPEED.
Maxis, Celcom, Digi, McDonald and Kentucky Fried Chicken (KFC).
Friday 27 January 2012
This is the first artificial intelligence (AI) or also known a robot that have been invented by human being with the main purpose to cook and serve food. It was created by an inventor from Japan. While this cooking robot was a prototype, they have numerous difficulties such a to hold a ketchup bottle, unable to identify cooking utensil and etc. For the past few years, the prototype was complete and perfect. Today this cooking robot have serve dozen of restaurants, it was estimated that after 5 years from now, this robot will be widely use and lift some of the chef's burden. The use of this robot is not only focus on restaurants or tall but also will give a great impact for the housewives.
At MIT, Cynthia Breazeal and her team are building robots with social intelligence that communicate and learn the same way people do. Her favorite robot is Leonardo. Leonardo is the most expressive robot in the world today. Leonardo's expressiveness arises from its ability to move its eyes, mouth, ears, and arms to express a wide range of emotions.
Although highly articulated, Leonardo is not designed to walk. Instead, its degrees of freedom have been selected for their expressive and communicative functions. It can gesture and is able to manipulate objects in simple ways. Although it is not humanlike, the developers have intentionally given Leonardo a youthful appearance to encourage people to playfully interact with it, much as one might with a young child.
These improvements in technology has shown how good technology can advance therefore we can see that leaps are being made in artificial intelligence. This shows how good technology can get and also the latest breakthroughs in science.
Friday 20 January 2012
Riddle Me This
1) Daniel, my son, is exactly one fifth my age. In 21 years time, I will be exactly twice his age. My wife is exactly seven times older than my daughter, Jessica. In 8 years time, my wife will be three times older than Jessica. How old are Daniel and Jessica now?
2) The priest in my hometown told us that on a particular day he would walk on water for 30 minutes. The lake was not dry and we all observed the priest actually walking on water.
3) Captain is to Private as to Master is to...
4) What is once in a minute, twice in a moment, and never in a thousand years?
5) I give you a group of three. One is sitting down, and will never get up. the second eats as much as is given to him, yet is always hungry. the third goes away and never returns.
ANSWERS:
1) Daniel is 7 and Jessica is 4 years old.
2) It was winter and the lake was frozen.
3) Slave.
4) The letter "M".
5) Stove, fire and smoke.
2) The priest in my hometown told us that on a particular day he would walk on water for 30 minutes. The lake was not dry and we all observed the priest actually walking on water.
3) Captain is to Private as to Master is to...
4) What is once in a minute, twice in a moment, and never in a thousand years?
5) I give you a group of three. One is sitting down, and will never get up. the second eats as much as is given to him, yet is always hungry. the third goes away and never returns.
ANSWERS:
1) Daniel is 7 and Jessica is 4 years old.
2) It was winter and the lake was frozen.
3) Slave.
4) The letter "M".
5) Stove, fire and smoke.
Wednesday 11 January 2012
PAST YEAR 2009 - 2011 (CHAPTER 4)
APRIL 2009
PART A
7) Efficiency and effectiveness metrics are two primary types of IT metrics.
ANSWER : True
PART B
7) What type of metrics measure throughput, speed, and availability?
A. Efficiency IT metrics.
B. Effectiveness IT metrics.
C. All of the above.
D. None of the above.
ANSWER : A
8) Which of the following is not an example of information system metrics?
A. Baseline metrics.
B. Business Process Reengineering (BPR) metrics.
C. Customer Relationship Management (CRM) metrics.
D. Enterprise Resource Planning (ERP) metrics.
ANSWER : A
OCTOBER 2009
PART A
4. Benchmarks are baseline values the system seeks to attain.
ANSWER : True
PART B
3. Which of the following metrics help managers measure and manage strategic
initiatives?
A. Web site metrics
B. Web site metrics, SCM metrics, Supply Chain Relationship (SCR) metrics, and
Reengineering Business Process (RBP) metrics
C. Web site metrics, SCM metrics, CRM metrics, Business Process Reengineering
(BPR) metrics, and ERP metrics
D. Web site metrics, SCM metrics, balanced scorecard metrics
ANSWER : C
PART C
QUESTION 2
a) Define effectiveness IT metrics.
ANSWER :
IT metrics effectiveness is an organization wants to operate with significant increases in both efficiency and effectiveness. It’s also focus on organization goals, strategies, and objectives and includes usability, customer satisfaction, conversation rates, and financial metrics.
b) Describe the four (4) types of effectiveness IT metrics.
ANSWER :
The types of effectiveness IT metrics is usability, customer satisfaction, conversion rates, and financial. Firstly, usability. This is which people perform transactions or find information such as the popular usability metric on the internet is degrees of freedom, which measures the number of clicks required to find desired information. Secondly is the customer satisfaction. This is important component which is to measure satisfaction of customer by satisfaction survey, percentage of existing customers retained, and the increases in revenue. Thirdly is the conversion rates. This is to measure the number of customers an organization "touches" for the first time and persuades to purchase its products or services. This metrics to evaluate the effectiveness of banner, pop-up, and under pop-under ads on the Internet. Lastly is the financial. Financial its like such as the return on investment, cost benefit analysis, and break-even analysis.
APRIL 2010
PART A
2. Effectiveness Information Technology (IT) metrics include throughput, speed and
availability.
ANSWER : False
8. Performance measures how quickly a system performs a certain process or
transaction in terms of efficiency IT metrics of both speed and throughput.
ANSWER : True
19. A click-through is a count of the number of people who visit one site and click on an
advertisement that takes them to the site of the advertiser
ANSWER : True
PART B
5. Which of the following is not a type of efficiency IT metric?
A. Speed
B. Availability
C. Usability
D. Throughput
ANSWER : C
OCTOBER 2010
PART A
7. Effectiveness IT metrics include throughput, speed, and availability.
ANSWER : False
PART B
7. According to Peter Drucker, what are managers who do things right addressing?
A. Efficiency
B. Effectiveness
C. Both efficiency and effectiveness
D. Customer metrics
ANSWER : A
8. What is measured by such benchmarks as satisfaction surveys, percentage of
existing customers retained, and increases in revenue dollars per customer?
A. Usability
B. Customer satisfaction
C. Financial
D. Conversion rates
ANSWER : B
PARTC
QUESTION 2
a) Briefly explain efficiency IT metrics and effectiveness IT metrics
ANSWER :
Efficiency implies doing things right and effectiveness implies doing the right things. Efficiency IT metrics focus on technology and include throughput, which is the amount of information that can travel through a system at any point in time. It also includes speed, availability, accuracy, web traffic, and response time. While in the other hand, effectiveness IT metrics focus on an organization’s goals, strategies, objectives, and includes usability, customer satisfaction, conversion rates, and financial metrics. Ideally, an organization wants to operate with significant increase in both efficiency and effectiveness.
APRIL 2011
PART A
7. A back order is demand against an item whose current stock level is sufficient to
satisfy demand.
ANSWER: True
PART B
6. Which of the following are Web site metrics?
A. Back order, customer order promised cycle time, customer order actual cycle
time
B. Number of prospective customers, cases closed same day, number of
marketing campaigns.
C. Abandoned shopping carts, page exposures, total hits, unique visitors
D. Learning and growth perspective, internal business process perspective,
customer perspective, and financial perspective
ANSWER: C
SECTION C
QUESTION 2
b) Some organizations measure the traffic on a website as the primary determinant of the
website's success. Identify and explain four (4) website metrics commonly used to help
organizations measuring its website's success.
ANSWER:
There are four website metrics commonly used to help organizations measuring its website’s success, such as abandoned shopping carts, page exposures, total hits and unique visitors. Abandoned shopping carts is number of visitors who create a shopping and start shopping and then abandon the activity before paying for the merchandise. Secondly, page exposures is average number of page exposures to an individual visitor. Thirdly, total hits. Total hits is number of visits to a Web site, many of which may be by the same visitor. Lastly, unique visitors. Unique visitors is number of unique visitors to a site in a given time. This is commonly used by Nielsen/Net rating to rank the most popular Web sites.
SEPTEMBER 2011
PART A
Effective and efficient supply chain management systems can enable an organization
to create entry barriers.
ANSWER : False
Efficiency IT metrics measure the impact IT has on business processes and
activities.
ANSWER : True
Benchmarking is a process of continuously measuring systems result, comparing
those results to optimal system performance and identifying steps and procedures to
improve system performance
ANSWER : True
Throughput refers as the amount of time a system takes to perform transaction.
ANSWER : False
PART B
What types of metrics measure customer satisfaction?
A. Efficiency IT metrics
B. Effectiveness IT metrics
C. Both efficiency and effectiveness IT metrics
D. None of the above
ANSWER : B
Which of the following is not a type of efficiency IT metric?
A. Speed
B. Availability
C. Usability
D. Throughput
ANSWER : C
Wednesday 4 January 2012
PAST YEAR (2009-2011)
APRIL 2009
Section A
Reports for each sales person, product, and part are examples of detail or fine
information granularities (april 2009)
Answer : TRUE
Product Statistics is an example of analytical information(april 2009)
Answer : TRUE
Section B
13. Which of the following information can be maintained on a database?
A. Inventory.
B. Transactions.
C. Employees.
D. All of the above.
Answer : C
OCTOBER 2009
Section A
Reports for each sales person, product, and part are examples of detail or fine
information granularities.
Answer : TRUE
Transactional information is used when performing operational tasks and repetitive
decisions such as analyzing daily sales reports and production schedules to determine
how much inventory to carry.
Answer : TRUE
OCTOBER 2009
Section B
Which of the following represents the different information granularities?
A. Detail, summary, aggregate
B. Document, presentation, spreadsheet, database
C. Individual, department, enterprise
D. None of the above
Answer : A
All of the following are characteristics of information, except:
A. Transactional
B. Analytical
C. Timeliness
D. Quantity
Answer : D
APRIL 2010
Section B
7. Which of the following represents the different information formats?
A. Detail, summary, aggregate
B. Document, presentation, spreadsheet, database
C. Individual, department, enterprise
D. None of the above
Answer : B
OCTOBER 2010
Section A
10. Transactional information is used when performing operational tasks and repetitive
decisions such as analyzing daily sales reports and production schedules to
determine how much inventory to carry.
Answer : TRUE
11. Organizational information comes at different levels and in different formats and
granularities.
Answer : TRUE
Section B
11. What are the different types of information?
A. Levels, forms, granularities
B. Levels, forms, data
C. Levels, formats, granularities
D. Data, formats, granularities
Answer : C
12. What encompasses all of the information contained within a single business process
or unit of work and its primary purpose is to support the performing of daily
operational tasks?
A. Transactional information
B. Analytical information
C. Timeliness
D. Quality
Answer : A
Section C
1 b) Explain and give example of transactional information and analytical information.
Answer :
Transactional information is encompasses all of the information contained within a single business process or unit of work and its primary purpose is to support the performing of daily operational tasks. For examples, withdrawing cash from an ATM, making an airline reservation, purchasing stocks. Another examples are include daily sales, hourly employee payroll, product orders, shipping an order.
For analytical information is encompasses all organizational information, and its primary purpose is to support the performing of managerial analysis tasks. Organizations capture and store transactional information in databases and use it when performing operational tasks and repetitive decisions such as analyzing daily sales reports and production schedules. For example trends, sales, product statistic and future growth projections.
APRIL 2011
Section B
8. All of the following are characteristics of information, except?
A. Quantity
B. Analytical
C. Timeliness
D. Transactional
Answer : A
SEPTEMBER 2011
Section B
9. Which of the following can a database maintain information on?
A. Inventory
B. Transactions
C. Employees
D. All of the above
Answer : C
Friday 23 December 2011
ORGANIZATIONAL INFORMATION
ORGANIZATIONAL INFORMATION
Information is everywhere in an organization.
Employees must be able to obtain and analyse the many different levels, formats, and granularities of organizational information to make decision.
Successfully collecting, compiling, sorting, and analysing information can provide tremendous insight into how an organization is performing.
TYPES OF INFORMATION FOUND IN ORGANIZATION
| INFORMATION LEVELS | INFORMATION FORMATS | INFORMATION GRANULARITIES |
| It is for individual, Department, Enterprise | For example like Document, Presentation, Spreadsheet, Database | Refers to the extent of detail within the information. For example Detail, Summary, Aggregate |
| Individual Knowledge, goals, and strategies Departmental goals revenues, expenses, processes, and strategies Enterprise revenues, expenses, processes, and strategies | *Product, strategy, process, Financial, Customer, and competitor *Sales, Marketing, Industry, Financial, Customer, and order spread sheets. *Customer, Employee, Sales, Order, Supplier, and Manufacturer databases | *Reports for each salesperson, product *Reports for all sales personnel, all products, and all parts *Reports across departments, organizations, and companies |
TRANSACTIONAL VS ANALYTICAL
THE DIFFERENCES BETWEEN TRANSACTIONAL AND ANALYTICAL INFORMATION
| TRANSACTIONAL INFORMATION | ANALYTICAL INFORMATION |
| The information contained within a single business process. | The information encompasses all the organization information. |
| PRIMARY PURPOSE Support the performing of daily operational tasks | PRIMARY PURPOSE Support the performing of managerial analysis tasks |
| Examples :- Withdrawing cash from ATM, making airline reservation, purchasing stocks product order, shipping order | Examples :- Analysing daily sales report and production schedules. |
Analytical Information includes Transactional Information
* Analytical also includes external information such as industry, market, and economic conditions
* Analytical used to make ad-hoc decisions
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