1. Chapter 12 Integrating the Organizationfrom End to End EnterpriseResource PlanningMcGraw-Hill/Irwin 2008 The McGraw-Hill Companies, All Rights Reserved

2. Learning Outcomes12.1 Describe the role information plays in enterprise resource planning systems12.2 Identify the primary forces driving the explosive growth of enterprise resource planning systems12.3 Explain the business value of integrating supply chain management, customer relationship management, and enterprise resource planning systems 12-2 3. Enterprise Resource Planning(ERP) At the heart of all ERP systems is a database, when auser enters or updates information in one module, it isimmediately and automatically updated throughout theentire system 12-3 4. Enterprise Resource Planning (ERP) ERP systems automate business processes12-4 5. Bringing the Organization Together ERP The organization before ERP 12-5 6. Bringing the Organization Together ERP bringing the organization together 12-6 7. The Evolution of ERP 12-7 8. Integrating SCM, CRM, and ERP SCM, CRM, and ERP are the backbone of e-business Integration of these applications is the key to success for many companies Integration allows the unlocking of information to make it available to any user, anywhere, anytime 12-8 9. Integrating SCM, CRM, and ERP SCM and CRM market overviews12-9 10. Integrating SCM, CRM, and ERP General audience and purpose of SCM, CRM and ERP 12-10 11. Integration Tools Many companies purchase modules from anERP vendor, an SCM vendor, and a CRMvendor and must integrate the differentmodules together Middleware several different types of softwarewhich sit in the middle of and provide connectivitybetween two or more software applications Enterprise application integration (EAI)middleware packages together commonlyused functionality which reduced the timenecessary to develop solutions that integrateapplications from multiple vendors 12-11 12. Integration Tools Data points where SCM, CRM, and ERP integrate12-12 13. Enterprise Resource Planning(ERP) ERP systems must integrate variousorganization processes and be: Flexible Modular and open Comprehensive Beyond the company 12-13 14. Enterprise Resource PlanningsExplosive Growth SAP boasts 20,000 installations and 10 million users worldwide ERP solutions are growing because: ERP is a logical solution to the mess of incompatible applications that had sprung up in most businesses ERP addresses the need for global information sharing and reporting ERP is used to avoid the pain and expense of fixing legacy systems12-14 15. OPENING CASE STUDY QUESTIONSSecond Life1. If you operated a business entirely on Second Life would you require an ERP system? Why or why not?2. How would an ERP system be used in Second Life to support a global organization?12-15 16. CHAPTER TWELEVE CASE Gearing Up at REI Recreational Equipment Inc. (REI) annualrevenues between $500 million and $1billion and more than 10,000 employees REI is an industry leader for its bestpractice multichannel CRM strategy,which allows customers to seamlesslypurchase products at the companys 70retail stores as well as by telephone,through mail order, and on the Internet 12-16 17. Chapter Twelve Case Questions1. What business impact could REI gain by using a digital dashboard from its ERP system?2. How can REI benefit from using artificial intelligence to support its business operations?3. How does REIs ERP system help employees improve their decision making capabilities and highlight potential business opportunities?12-17 18. Chapter Twelve Case Questions4. How could an SCM system improve REIs business operations?5. Provide an illustration of REIs SCM system including all upstream and downstream participants.6. Determine two pieces of customer information that REI could extrapolate from its CRM system that would help it manage its business more effectively.7. How can an ERP system help REI gain business intelligence in its operations?8. What is the business benefit for REI in integrating its CRM, SCM, and ERP systems?12-18 19. BUSINESS DRIVENTECHNOLOGYUNIT THREE CLOSINGMcGraw-Hill/Irwin 2008 The McGraw-Hill Companies, All Rights Reserved 20. UNIT CLOSING CASE ONEDells Famous Supply Chain1. Identify a few key metrics a Dell marketing executive might want to monitor on a digital dashboard2. Determine how Dell can benefit from using decision support systems and executive information systems in its business3. Describe how Dell has influenced visibility, consumer behavior, competition, and speed though the use of IT in its supply chain12-20 21. UNIT CLOSING CASE ONEDells Famous Supply Chain4. Explain the seven principles of SCM in reference to Dells business model5. Identify how Dell can use CRM to improve its business operations6. Explain how an ERP system could help Dell gain business intelligence12-21 22. UNIT CLOSING CASE TWORevving Up Sales at Harley Davidson1. Explain how Talon helps Harley-Davidson employees improve their decision-making capabilities2. Identify a few key metrics a Harley-Davidson marketing executive might want to monitor on a digital dashboard3. Determine how Harley-Davidson can benefit from using decision support systems and executive information systems in its business4. How would Harley-Davidsons business be affected if it decided to sell accessories directly to its online customers? Include a brief discussion of the ethics involved with this decision 12-22 23. UNIT CLOSING CASE TWORevving Up Sales at Harley Davidson5. Evaluate the HOG CRM strategy and recommend an additional benefit Harley-Davidson could provide to its HOG members to increase customer satisfaction6. How could Harley-Davidsons SCM system, Manugistics, improve its business operations?7. Provide a potential illustration of Harley-Davidsons SCM system including all upstream and downstream participants8. Explain how an ERP system could help Harley-Davidson gain business intelligence in its operations12-23