IT For Business
Misbah Faiz
BS A&F 2k24
Lecture 4
NUST Business School, Islamabad
Recap
• IT Vs IS
• Major Business Functions
• Organization types
• Organization & its environment
• Disruptive technologies
• Porter’s competitive forces model
• Types of IS (TPS, MIS, DSS, ESS)
Unlock the future of AI-driven
enterprise with Zoho’s Zia Agents
• Zoho Corporation has launched Zia Agents, intelligent AI assistants designed
to automate workflows and enhance decision-making over its suite of 100+
applications.
• Zia Agents are intelligent, task-specific AI assistants designed to automate
workflows, enhance productivity, and streamline decision-making across an
organization. These pre-built digital agents—spanning roles such as Account
Manager Agent, SDR Agent, HR Agent, Customer Support Agent, IT Help Desk
Agent, and SalesCoach Agent—can be deployed across Zoho’s extensive
portfolio of 100+ applications.
• By integrating AI agents into workflows, organizations can:
• Enhance Efficiency – Automate repetitive tasks and reduce operational
bottlenecks.
• Improve Decision-Making – Leverage AI-driven insights for smarter, faster
business decisions.
• Ensure Seamless Integration – Deploy AI agents across a unified tech
stack, ensuring data consistency and security.
Enterprise Applications
• Enterprise applications help businesses become more flexible
and productive by coordinating their business processes more
closely and integrating groups of processes so they focus on
efficient management of resources and customer service.
Types:
• Enterprise Resource Planning (ERP)
• Customer Relationship Management (CRM)
• Supply Chain Management (SCM)
• Knowledge Management Systems (KMS)
ERP
• Enterprise Systems Firms use enterprise systems, also
known as enter- prise resource planning (ERP) systems, to
integrate business processes in manufacturing and production,
finance and accounting, sales and marketing, and human
resources into a single software system.
• Information that was previously fragmented in many different
systems is stored in a single comprehensive data repository
where it can be used by many different parts of the business.
• For example, when a customer places an order, the order data
flow automatically to other parts of the company that are
affected by them. The order transaction triggers the warehouse
to pick the ordered products and schedule shipment. The
warehouse informs the factory to replenish whatever has been
depleted. The accounting department is notified to send the
customer an invoice. Customer service representatives track the
progress of the order through every step to inform customers
Example - AMAZON
• Amazon uses an ERP software called Systems Analysis and
Program Development(SAP).
• SAP was created in Germany in 1972 by five former IBM
employees who envisioned a software integration of all
business and data processing in real-time.
• Now SAP business customers can manage their…
• Finances
• Logistical business needs
• Human resources
• Order management
• Sales
• ...and more through just one database.
Example - Starbucks
• Starbucks uses Oracle ERP – a cloud-based software
solution used to automateback-office processes
and day-to-day business activities. It’s a business
management software suite that includes financial
management, supply chain management, project
management, accounting, and procurement.
SCM
• Firms use supply chain management (SCM)
systems to help manage relationships with their
suppliers.
• These systems help suppliers, purchasing firms,
distributors, and logistics companies share information
about orders, production, inventory levels, and delivery
of products and services so that they can source,
produce, and deliver goods and services efficiently.
• The ultimate objective is to get the right amount of their
products from their source to their point of consumption
in the least amount of time and at the lowest cost.
These systems increase firm profitability by lowering the
Example
The Home Depot is one of the largest home improvement retailers in the
world, with its headquarters in Atlanta, Georgia, USA.
• Inventory Management: Oracle's software helps The Home Depot
manage its inventory efficiently by providing real-time visibility into
stock levels across its numerous retail stores and distribution centers.
• Demand Forecasting: The company uses Oracle's demand
forecasting capabilities to analyze historical sales data and market
trends. This enables The Home Depot to make informed decisions
regarding inventory levels, product assortment, and promotions.
• Supplier Collaboration: Oracle's supply chain solutions facilitate
communication and collaboration with suppliers. The Home Depot can
exchange information, track orders, and coordinate deliveries with its
network of suppliers, ensuring a steady supply of products.
• Transportation Management: The Home Depot relies on Oracle's
transportation management system (TMS) to optimize shipping
routes, reduce transportation costs, and improve the efficiency of its
logistics operations. This is crucial for timely deliveries to its retail
stores and customers.
• Warranty and Returns Management: Oracle's software assists
The Home Depot in managing product warranties and returns
efficiently. This includes processing customer returns, tracking
warranties, and managing repairs or replacements.
• Analytics and Reporting: The Home Depot uses Oracle's analytics
and reporting tools to gain insights into its supply chain performance.
This data-driven approach allows the company to make strategic
decisions and continuously improve its operations.
CRM
• Firms use customer relationship management
(CRM) systems to help manage their relationships with
their customers. CRM systems provide information to
coordinate all of the business processes that deal with
customers in sales, marketing, and service to optimize
revenue, customer satisfaction, and customer retention.
This information helps firms identify, attract, and retain
the most profitable customers; provide better service to
existing customers; and increase sales.
Example - Salesforce
• Salesforce uses its own CRM platform, known as Salesforce CRM, to manage
and enhance its customer relationships and sales processes. Here's how
Salesforce utilizes CRM within its own operations:
• Lead Management: Salesforce CRM helps the company manage leads
generated from various sources, such as marketing campaigns, website
inquiries, and trade shows. Leads are tracked, assigned to sales
representatives, and nurtured through the sales funnel.
• Opportunity Tracking: Salesforce CRM enables the company to track sales
opportunities, including details about potential deals, their stages in the sales
cycle, and the probability of closing. This helps sales teams prioritize and
manage their pipelines effectively.
• Customer Support: Salesforce's CRM platform includes customer service
and support features. The company uses it to log and track customer inquiries
and issues, ensuring timely and effective responses to customer needs.
• Account Management: Salesforce manages detailed
information about its customers, including contact
information, account history, and preferences. This
information helps the company personalize interactions and
tailor its services.
• Email Marketing: Salesforce CRM includes email
marketing capabilities, allowing the company to send
targeted email campaigns to its customers and prospects. It
tracks email interactions and measures campaign
effectiveness.
• Analytics and Reporting: Salesforce CRM provides robust
reporting and analytics tools. The company uses these tools
to gain insights into sales performance, customer behaviour,
and the effectiveness of marketing efforts.
• Integration: Salesforce integrates its CRM with other
business systems, such as marketing automation tools,
finance software, and analytics platforms. This ensures that
KMS
• Knowledge management systems (KMS) enable
organizations to better manage processes for capturing and
applying knowledge and expertise. These systems collect all
relevant knowledge and experience in the firm, and make it
available wherever and whenever it is needed to improve
business processes and management decisions. They also
link the firm to external sources of knowledge.
• Knowledge Management Systems: Some firms perform
better than others because they have better knowledge
about how to create, produce, and deliver products and
services. This firm knowledge is difficult to imitate, unique,
and can be leveraged into long-term strategic benefits.
Example - IBM
• Use of Knowledge Management System (KMS) by IBM: IBM
utilizes a Knowledge Management System to capture, organize, and
share the vast amount of knowledge generated within the company.
Here's how IBM employs KMS in its operations:
• Internal Knowledge Repository: IBM maintains an extensive
internal knowledge repository where employees can access documents,
research papers, technical guides, and best practices. This repository is
accessible to employees across different departments and locations.
• Collaboration Tools: IBM uses collaboration tools like IBM
Connections and IBM Notes to facilitate knowledge sharing and
collaboration among its global workforce. These tools allow employees
to create and share documents, collaborate on projects, and engage in
discussions.
• Expert Locator: IBM's KMS includes an expert locator
system that helps employees identify and connect with
subject matter experts within the organization. This
feature is particularly valuable for solving complex
technical issues or seeking guidance on specific topics.
• Training and Onboarding: The KMS is used for
employee onboarding and training. New hires can
access training materials, videos, and documentation to
quickly get up to speed with IBM's products, services,
and processes.
• Customer Support: IBM uses its KMS to support
customer service teams. Customer support agents can
access a wealth of product knowledge, troubleshooting
guides, and solutions to assist customers effectively.
Aspect ERP KMS CRM SCM
Captures, Manages
Streamlines Oversees the
organizes, and customer data,
internal business flow of goods,
shares interactions,
processes, information,
organizational and
including finance, and finances
Purpose knowledge relationships
HR, throughout the
and to improve
manufacturing, supply chain,
information sales and
and inventory from suppliers
among customer
management. to customers.
employees. service.
Document and Contact Demand
Modules for
content management, forecasting,
finance, HR,
Core management, sales inventory
procurement,
Component search, automation, management,
inventory,
s collaboration marketing, procurement,
production, and
tools, expert customer logistics, and
more.
locator. support. distribution.
Aspect ERP KMS CRM SCM
Multiple
Internal stakeholders
Sales,
Internal employees including
marketing,
employees seeking suppliers,
Users and customer
across various information and manufacturers,
support
departments. knowledge distributors,
teams.
resources. and
customers.
Integrates
Integrates
Integrates data Integrates data related to
customer
from various knowledge supply chain
Data data,
departments repositories, activities such
Integratio communicatio
and functions documents, and as
n n channels,
within the content procurement,
and sales
organization. sources. production,
data.
and logistics.
Knowledge Customer
Transform your Wholesale Distribution Business Using Mobile ERP
[Link]
distribution-business-using-mobile-erp/
• Increased Efficiency and Improved Visibility
• Mobile ERP can help businesses streamline operations and
improve efficiency from the back office to the loading dock.
Warehouse or shop floor employees can utilize an ERP system on
tablets or mobile devices, and easily gain access to order
information, bin locations, shipping notifications, assembly
instructions, and more. As manufactured parts are completed,
inventory decreases or outbound deliveries are picked up, the
back office can see this information in real-time and respond
accordingly.
• Enhanced Collaboration
• Mobile ERP can also improve and streamline collaboration among
team members regardless of their location. Individuals can share
information and documents and work on projects together in
real-time. This helps improve communication and allows teams
to accomplish tasks more quickly and efficiently.
• Increased Inventory Accuracy
• Proper inventory management is the backbone of any manufacturing
or distribution business. A mobile ERP can help track inventory levels
in real-time, providing businesses with improved visibility into how
much of each product or part is in stock.
• Enhanced Customer Service
• White glove customer service is essential for creating repeat
customers, word-of-mouth referrals and ultimately growing the
revenue engine. A mobile ERP system can help provide better
customer service by equipping sales, customer support, and
warehouse teams with the customer information they need when they
need it.
• Reduced Costs
• Mobile ERP can help reduce costs by automating many business
processes. For example, a mobile ERP system can simplify order
processing and customer communications, reordering parts when a
certain threshold is met or automating dunning processes.
Business Scenario
• You work in an Steel Manufacturing company. How will
you make use of Enterprise Applications for the
following departments:
• Sales & Marketing
• Inventory
• Finance
• Customer Service
• Human Resources
• IT
• R&D
