MANAGEMENT INFORMATION SYSTEM
• The MIS is defined as an integrated system of man and machine for
providing the information to support the operations, the management,
and the decision-making function in the organization
• Management Information System (M.I.S.) is basically concerned with
processing data into information, which is then communicated to the
various Departments in an organization for appropriate decisionmaking.
Data
Information
Communicati
on
Decision
1.ENTERPRISE RESOURCE PLANNING: ERP
• Enterprise resource planning (ERP) is a business management software
—usually a suite of integrated applications—that a company can use to
collect, store, manage and interpret data from many business
activities
• ERP provides an integrated view of core business processes, often in
real-time, using common databases maintained by a database
management system. ERP systems track business resources—cash, raw
materials, production capacity—and the status of business
commitments: orders, purchase orders, and payroll
• ERP systems run on a variety of computer hardware and network
configurations, typically using a database as an information
warehouse.
ERP MODELS
• A ERP package represents the commonly operated business mode of the
organization. It is built with the function models like Finance, Material,
Marketing, Sales, HR and their sub-modules. These modules are then
integrated to perform ensuring data and information consistency.
• A typical ERP solution has the following modules:
• Business forecasting, planning and control (Business)
• Sales, distribution, invoicing (Sales)
• Production planning and control (Production)
• Materials Management (Materials)
• Finance and accounting (Finance)
• Human Resource Management (HR)
ERP MODELS
Business
Business
HR
HR
Sales
Sales
ER
P
Productio
Productio
n
n
Finance
Finance
Materials
Materials
FEATURES OF ERP
• Business rules embedded in the process
• Extensive use of stored procedures, triggers and alerts
• Resource planning, scheduling and optimization
• Creates knowledge databases using Data Warehousing and
Data Mining Application
• Can run in different network environments
BENEFITS
OF ERP
• Operational Benefits:
•
Reduced processing cycle
•
Access to multidimensional information
•
Cost control by use of cost data
•
Increase in resource productivity
• Business Benefits:
•
Higher profits and improved ROI due to cost saving
•
Higher utilization of resources reducing the cost of production per unit
•
Higher customer satisfaction
• Management Benefits:
•
Strategic information about sales, production, resource is showed through pattern and
trends
•
Secured information access to authorized users.
•
Cost of business reduced, performance improved due to other technologies’ integration
with ERP process
2. SUPPLY CHAIN MANAGEMENT: SCM
A firm’s supply chain is a network of organizations and
business process for procuring raw materials, transforming
these materials into intermediate and finished goods and
distributing the finished products to customers.
SUPPLY CHAIN MANAGEMENT
Supply chain management has been defined as the
"design, planning, execution, control, and monitoring of
supply chain activities with the objective of creating
net value, building a competitive infrastructure,
leveraging worldwide logistics, synchronizing supply
with demand and measuring performance globally.
SCM SOFTWARE
• Supply chain management software is classified as either software
to help business plan their supply chain or software to help in
execution of the supply chain steps.
• Supply chain planning systems enable the firm model its existing supply
chain, generate demand forecasts for products , and develop optimal
sourcing and manufacturing plans.
• Supply chain executing systems manage the flow of products through
distribution centers and warehouses to ensure that products are delivered to
the right locations in the most manner.
SCM: MODELS AND PARTICIPANTS
Manufacturing
Business
•
•
•
•
•
•
Service
• Customer
• Consultant
• Service Provider
INFORMATION TECHNOLOGY IN SCM
• SCM solutions extensively uses some of the popular
technologies listed below:
• Electronic Data Interchange
• Bar Coding and Scanning
• Data Warehouse and Data Mining
• Internet/ Intranet/ Extranet
• World Wide Web
SCM: FUNCTIONS
• SCM is a cross-functional approach that includes managing the movement of raw
materials into an organization, certain aspects of the internal processing of
materials into finished goods, and the movement of finished goods out of the
organization and toward the end consumer.
• Therefore it helps in:
Inventory Management
Distribution Management
Channel Management
Payment Management
Financial Management
Supplier Management
Transportation Management
Customer Service Management
3. CUSTOMER RELATIONSHIP
MANAGEMENT: CRM
• Customer Relationship Management is a comprehensive set of
processes and technologies for managing the relationships
with potential and current customers across the business
function.
• The goal of CRM is to optimize customer satisfaction and
revenues through relationships built between customer and all
those who deal with the customer.
• CRM helps retaining customers.
CRM: SOFTWARE
•
Commercial Customer Relationship Management software packages range from niche tools that perform limited functions to large scale
enterprise applications.
•
CRM systems typically provide software and online tools with following capabilities:
Sales Force Automation:
Lead Tracking,
Opportunity Management
Contact Management
Order booking and follow-up delivery
Customer Service
Call Centre mgmt.
Online help
Internal help desk
Knowledge based expert systems
Marketing Automation System
E-mail response Management
E-Commerce
Web enabled ordering system
IS with Internal and external customers
On Line Analytical Processing (OLAP)
CRM: MODELS
Operational or Data Driven Model
Operational CRM includes customer facing applications, such as
tools for sales forces automation, call center and customer
service support and marketing automation.
CRM MODELS
Analytical or Process Driven CRM
Analytical CRM includes applications that analyze customer data
generated by operational CRM applications to provide
information for improving business performance.
E-CUSTOMER RELATIONSHIP
MANAGEMENT: E-CRM
• E-CRM is the use of technology to support customer interactions
with little or no human intermediation o the supplier side. This
consists of 2 elements:
• The use of direct-to-customer channels, principally e-mail and web, but also
channels, such as chat, WAP, ATMs and kiosk
• The use of technology to select relevant material to be presented to the
customer, in terms of content, offers and support information.
• E-CRM provides companies the opportunity to conduct interactive,
personalized and relevant communication with customers across
both electronic as well as traditional channels
CURRENT SCENARIO
• To achieve seamless flow of data and information in real time,
ERP, SCM & CRM are integrated to form ENTERPRISE
MANAGEMENT SYSTEM(EMS)
• Therefore, a Enterprise Management System is integration of:
Enterprise Resource Planning
Supply Chain Management
Customer Relationship Management