electronic commerce applications...

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Electronic Commerce / 2014-2-WKU-EC-B10.pptx

Prof. Dr. SSL in STEM of FP by C for LDV – pp. 1

Electronic Commerce Applications 2Electronic Commerce

• Course Code: 008023-01+02

• Course Name: Electronic Commerce

• Period: Autumn 2014

• Lecturer: Prof. Sync Sangwon Lee, Ph. D

• Department: Information & Electronic Commerce

• University: WONKWANG



• 03. Electronic Supply Chain Management• 04. Electronic Customer Relationship Management

00. Contents

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• Electronic Supply Chain Management (E-SCM)

03. Electronic Supply Chain Management

SC(Supply Chain)

SCM(Supply Chain Management)

Definitions of E-SCM

E-SCM(Electronic Supply Chain Management)





E-SCM

http://sedislogistic.wordpress.com

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Maximizing Value on Supply Chain

Maximizing Profitability of Supply Chain

Goals of E-SCM



• Structure of Supply Chain


Components of SC

Upstream Supply Chain

Internal Supply Chain

Downstream Supply Chain

• Supplier

• Producer

• Distributor (= Wholesaler)• Retailer

http://www.studyblue.com

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• Problems of Supply Chain


Problems of SC

Uncertainty

Activity

Insufficient Cooperation

• Bullwhip Effect• Information Distortion of Orders from

Downstream to Upstream

http://sinaslogisticsblog.blogspot.com





Problems of SC

Uncertainty

Activity

Insufficient Cooperation

• Insufficient Cooperation• Among Departments• Between Suppliers and Partners

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Answers to Problems of SC

• Managing inventories directlyVertical Integration

Vendor Managed Inventory

Collaboration

Point of Sales






• VMI(Vendor Managed Inventory)• CPFR(Collaborative Planning, Forecasting,

Replenishment )

Vertical Integration


Collaboration

Point of Sales

Jae Kyu Lee, KAIST

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• B2B(Business-To-Business) Electronic ProcurementVertical Integration


Collaboration

Point of Sales

Jae Kyu Lee, KAIST



http://www.internationalpointofsale.com http://telpo.en.alibaba.com




• POS(Point of Sales)Vertical Integration


Collaboration

Point of Sales

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• Production Types of Supply Chain


Production Types of SC

Push Model

Pull Model

• Mass Production

• Mass Customization



• Production Types of Supply Chain


http://logisticsmgepsupv.wordpress.com

Push Model (Mass Production)

Pull Model (Mass Customization)

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• Components of Supply Chain

Inventory

Transportation

Components of SC

Facility

Information

• Types of Inventory• Raw Material• Work in Process• Complete Product

• Variables to determine the degree of inventory• Cycle Inventory for the time between shipping and delivery• Safety Inventory for prepare for excessive demand• Season Inventory for season change





Inventory

Transportation

Components of SC

Facility

Information

• Types of Transportation• Airplane• Truck• Railroad• Ship• Pipeline• Computer Network

• Components of Network• Node• Link(= Route)


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Inventory

Transportation

Components of SC

Facility

Information

• Types of Facility• Factory• Warehouse

• Types of Logistics• Cross Docking

• transforming products from factory to retailor• Pallet Cross Docking

• transforming products from factory to retailor• by the unit of pallet

• Case Cross Docking• transforming products from factory to wholesaler• by the unit of pallet





Inventory

Transportation

Components of SC

Facility

Information

• Types of Information• Information of Supplier• Information of Production• Information of Logistics• Information of Demand

• Technologies of Information• EDI(Electronic Data Interchange)• Network• ERP(Enterprise Resource Planning)• SCM(Supply Chain Management)


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• Functions of Supply Chain Management

APS(Advanced Planning and Scheduling)

TPS(Transaction Planning Systems)

Applications of SCM

DPS(Demand Planning Systems)

CMS(Cash Management Service)


CRM(Customer Relationship Management)

SFA(Sales Forces Automation)



• Functions of Supply Chain Management

IMS(Inventory Management Systems)

MES(Manufacturing Execution Systems)

Applications of SCM

WMS(Warehouse Management Systems)

OMS(Order Management Systems)


SCC(Supply Chain Collaboration)

SCND(Supply Chain Network Design)

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• Electronic Customer Relationship Management (E-CRM)

04. Electronic Customer Relationship Management

CR(Customer Relationship)

CRM(Customer Relationship Management)

Definitions of E-CRM

E-CRM(Electronic Customer Relationship Management)





E-CRM

http://www.barnraisersllc.com

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Maximizing Customer Value

Managing Customer Relationships

Goals of E-CRM





Components of CRM

Operational CRM

Analytical CRM

Collaborative CRM

• Structure of Customer Relationship Management


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• Structure of Customer Relationship Management


http://bizspring.tistory.com



Customer Change Process

• Customer Change Process


UnspecifiedIndividuals

PotentialCustomers

NewCustomers

RegularCustomers

GoodCustomers

BadCustomers

SecessionCustomers

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Components of Customer Relationship

Infrastructure

Acquiring CR

Maintaining CR



• Collecting and Maintaining Customer Profiles• Segmenting Customers• Maintaining Core Customers• Developing Customer-Oriented Goods• Maintaining Campaigns• Maintaining VOC(Voice of Calls)• Establishing Performance Evaluation• Maintaining Customer ExperiencesConsolidating CR



Infrastructure

Acquiring CR

Maintaining CR



• Acquiring Potential Customers• Inducing the 1st purchasing• Reacquiring Secession Customers

Consolidating CR


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Infrastructure

Acquiring CR

Maintaining CR



• Inducing the 2nd purchasing• Maintaining Membership Programs• Predicting and Preventing Secession• Personalizing Communications

Consolidating CR




Infrastructure

Acquiring CR

Maintaining CR



• Establishing Class-Upgrading Strategy• Cross-Selling and Up-Selling• Maintaining Customer Recommendations• Establishing Customer Participation Policies

Consolidating CR


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