CHAPTER 3
ENTERPRISE
MANAGEMENT SYSTEM
ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
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ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
Enterprise Management Systems (4 hours)
• Enterprise management Systems (EMS)
• Enterprise Software: ERP/SCM/CRM
TOPICS • Information Management and
Technology of Enterprise Software
TO • Role of IS and IT in Enterprise
Management
COVER • Enterprise engineering, Electronic
organism, Loose integration vs full
integration, Process alignment, Frame
work to manage integrated change,
future trends
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Enterprise – an entire company
Enterprise Management – The monitoring and
management controlling of entities
Systems (EMS)
Systems – Information Technology
Infrastructure, hardware and
software, data, information, and
processes
EMS
is an information system designed to coordinate all the
resources, information and activities needed to
complete business processes.
are designed primarily for large organizations, as the name
suggests
are usually not suitable for small or medium
organizations due to implementation costs and the less
complex IT infrastructure often found in smaller
businesses.
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EMS FUNCTIONS
Financial processing,
HR management,
Customer Relationship Management (CRM)
Supply chain management
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Enterprise Software
any software used in large organizations (whether business
or government).
considered to be an essential part of a computer-based
information system, and
provides business-oriented tools such as online payment
processing and automated billing systems.
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ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
Common
uses of Order processing
Procurement
enterpris Scheduling
Customer information management
e Resource management
Accounting
software:
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CRM (customer relationship
management)
Project Management Tool
Enterprise
Software BI (business intelligence)
Tools ERP (Enterprise Resource
Planning)
Marketing Automation
Let's read some interesting papers
(BUSINESS INTELLIGENCE)
• https://www.klipfolio.com/resources/articles/what-is-business-int
elligence
• https://technologyadvice.com/business-intelligence/
• https://www.tableau.com/learn/articles/business-intelligence
• https://www.cio.com/article/2439504/business-intelligence-definit
ion-and-solutions.html
• https://www.ccstechnologygroup.com/real-world-examples-of-bu
siness-intelligence/#:~:text=Amazon%20and%20business%20intel
ligence%20go%20hand%2Din%2Dhand&text=Much%20like%20St
arbucks%2C%20Amazon%20uses,tools%20for%20logistical%20bu
siness%20decisions.
• https://mopinion.com/business-intelligence-bi-tools-overview/
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Business Intelligence
• "Business intelligence (BI) is a set of theories, methodologies,
processes, architectures, and technologies that transform
raw data into meaningful and useful information for
business purposes.
• BI can handle large amounts of information to help identify
and develop new opportunities.
• Making use of new opportunities and implementing an
effective strategy can provide a competitive market
advantage and long-term stability."
•
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ERP (Enterprise Resource Planning)
• ERP is business process management software that allows
an organization to use a system of integrated applications
to manage the business
• ERP software integrates all faces of an operation including:
product planning,
development,
manufacturing processes,
sales and marketing.
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Some of ERP’s functions include
• Bookkeeping & Accounting
• Human Resource Management
• Planning Production
• Supply Chain management
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ERP COMPONENTS
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ENTERPRISE RESOURCE PLANNING
SOFTWARE
• is a combination of applications that manages core
business processes, such as sales, purchasing, accounting,
human resource, customer support, CRM .
• It helps an organization to integrate information flows,
operations and processes all resources accessible, for
example:
Materials
work force
machine and
money.
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• The focus of ERP is on resource management within
constraints to maximize the return on investment.
• ERP Software: Supply Chain Management, CRM
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Supply Chain
• A supply chain is the system of organizations, people,
activities, information and resources
• involved in moving a product or service from supplier to
customer.
• Supply chain activities transform raw materials and
components into a finished product that is delivered to the
end customer.
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ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
• Supply chain management is
the management of the flow
Supply Chain of goods and services and
includes all processes that
Management transform raw materials into
final products
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Benefits of using SCM
Higher
·Reduce Cost
Efficiency ·Raise Output
Effects
Rate
·Raised Your ·Lowers ·Enhanced
Business Delay in Supply Chain
Profit Level Processes Network
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SUPPLY CHAIN TOOL
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Customer Relationship Management (CRM)
Customer Relationship Management is a strategy for
managing all your company’s interactions with current and
prospective customers.
CRM form a bond between a company and its customers.
CRM enables your company to increase productivity and
improve customer satisfaction and retention.
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CRM
STRATEGIES
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ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
Let's • Suppose you are a customer... What do
you expect from a business owner or
Discuss
what will make you to continue with
that particular shop ?
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ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
Let's • Suppose you are a business owner... What
Discuss
do you expect from your customer or
what message you want to convey as a
business owner ?
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Customer Retention Marketing
Techniques
Customization: Changing the product (not just the
marketing message) according to user preferences
Customer co-production: Allows the customer to
interactively create the product
Customer service tools include:
Frequently asked questions
Real-time customer service chat systems
Automated response systems
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Goals of CRM
Consolidate customer information: consolidate customer
information and documents into a single database
Obtain better lead management: more effective
management of this data.
Automate tasks: automating tasks associated with
marketing, sales and call centers
Manage your workforce: better manage and optimize the
efforts of your sales and marketing teams.
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Benefits of using CRM
Centralized customer interaction
Improved customer support and satisfaction
High rate of customer retention
Increase revenue and referrals from existing customers
Improve your products/services
Measure and optimize your performance
Boost new business
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CRM TOOL
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ANKU JAISWAL(ASSISTANT PROFESSOR), IOE, PULCHOWK
•set of business
processes, disciplines and
Enterprise practices
Information
Management (EIM) •used to manage the
information created from
an organization's data.
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Key Component of EIM framework
Enterprise Information Management (EIM), encompasses
four key components:
• Data management
• Information service(system)
• Information Technology
• Business processes:A business process is a series of tasks or a set of
activities performed by a group of stakeholders to achieve an organizational
goal.
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Benefits of implementing EIM in an
Organization:
Business Insight: optimized strategic analysis and
decision-making
Information Governance: Enforce information governance
policies
Information Security: Protect valuable enterprise
information from outside intruders and inside leaks
Business Impact: globalization, social decision making, and the
"consumerization" of IT to create exceptional experiences for customers,
users, and partners
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Challenges of EIM
Accurate
Complete
Relevant
Timely
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Enterprise IT Management (EITM)
EITM is a strategy conceived and developed by Computer
Associates International(CAI)
which details how organizations can transform the
management of IT in order to maximize business value.
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Role IS in Enterprise Management
Automation of Manual Tasks
• Resulting in Saving time, money and resources.
• Enhances organizational workflow.
• Various Types of IS ranging from Robotic IS to Logistic IS
automates manual tasks.
Hardware and Software Integration
• Merge Hardware and software systems as a scalable
platform.
LOGISTIC IS: It interfaces with marketing, financial, and manufacturing information systems and
provides information to top management to help formulate strategic decisions for the whole firm.
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Support of a Multi-Processing Environment
• Access to various departments, divisions or branches of the
system at the same time intervals.
• Results in improving productivity.
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Role of IT in Enterprise Management
Communication
• Allows staff to communicate using emails(previously used), live chat
systems, online meeting tools and video-conferencing systems.
• Voice over internet protocol (VOIP) telephones and smart-phones offer even
more high-tech ways for employees to communicate.
Inventory Management
• Tracks the quantity of each item a company maintains
Data Management
• Storage and maintenance a tremendous amount of historical data
economically, and employees benefit from immediate access to the
documents they need.
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Management Information Systems
• Enables companies to track sales data, expenses and
productivity levels.
Customer Relationship Management
• Captures every interaction a company has with a customer,
so that a more enriching experience is possible.
• Analysis Resulting Better Productivity.
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EIS (Enterprise Information System)
An Enterprise Information System (EIS) is a type of information
system that by integration improves the functions of an
enterprise’s business processes.
This means typically offering higher service quality, dealing
with voluminous data, and is capable of supporting some
large and complex organizations/enterprises.
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Characteristics of EIS
Integrated- EIS combines vital elements of enterprise and
information.
● Flexible- EIS can provide results according to the user
queries.
Effective- EIS enables an organization to make effective
assessments and decisions to fulfill the short-term and
long-term goals of the organization.
● Accurate- EIS provides the latest and most accurate
information based on truthful data.
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● Complete- EIS can provide absolute and relevant
information in a summarized form.
● Predictor- EIS makes available the summarized reports on
the organization’s present performance. Decision makers
use these reports to observe and direct the business
activities and predict future performance and opportunities.
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Functions of EIS
Accounting and Finance:
Customer Relationship Management (CRM):
Supply Chain:
Inventory Management:
Manufacturing:
Human Resources:
Business Intelligence:
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ENTERPRISE INTEGRATION
• Enterprise integration encompasses the technologies,
processes, and team structures that connect data,
applications, and devices from everywhere in your IT
organization in order to better realize the business mission.
• Integration of markets
• Integration between several development and
manufacturing sites
• Integration between suppliers and manufacturers
• Integration of hardware and software components
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Types of Integration
• Loose Integration versus Full Integration
• Horizontal Integration versus Vertical Integration
• Intra-Enterprise Integration versus Inter-enterprise
Integration
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Loose Integration versus Full
Integration
Loose Integration - If two enterprise can merely exchange
information with one another with no guarantee that they
will interpret this information the same way
Full integration - Two enterprise are fully integrated if and
only if
• both contribute to a common task, and
• both share the same definition of each concept they exchange
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Horizontal Integration versus
Vertical Integration
Horizontal integration is when a business grows by acquiring a
similar company in their industry at the same point of the supply
chain.
e.g. when a biscuit company decides to buy another biscuit
company.
Vertical integration is when a business expands by acquiring
another company that operates before or after them in the
supply chain.
e.g. when a biscuit company decides to buy the trucking company
that distributes the biscuits to retailers or decides to buy the
company that provides the raw ingredients for the biscuits.
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Intra-Enterprise Integration versus
Inter-Enterprise Integration
Intra-Enterprise Integration - the integration of the business
processes internal to a given enterprise.
Inter-Enterprise Integration - the integration of business
processes of a given enterprise with business processes of
other enterprises
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ALIGNMENT PROCESS
Developing a common understanding among the key
stakeholders to achieve the goals of the project and avoid
conflict.
defined as the synchronization of
business process objectives and performance measures
with organizational objectives and strategies, with a view to
avoiding conflicting, uncoordinated activities.
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• It is important to accomplish this alignment during the
initiation phase.
• Project managers usually conduct a start-up meeting that
is sometimes called a kickoff meeting.
• The agenda and duration of the start-up meeting depends on
the complexity level of the project.
• Projects with a limited scope and short duration may engage in
a session start-up meeting over lunch.
• A medium-complexity project will require more-hour meeting
while a high-complexity project cannot achieve alignment in a
single meeting.
• Alignment can require several days of activities.
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Objective of Alignment Process
to develop a common understanding of the purpose, agree
on the means and methods, and establish trust.
discussions of the purpose, goals, participant roles, methods
of tracking progress and costs, methods of managing
change, and building trust.
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ELECTRONIC ORGANISM
A digital or electronic organism is a self-replicating computer program
that mutates and evolves. All Electronic organism:
■ have to be complex, because they have to contain all the creative
infrastructure necessary for their creation, reproduction, maintenance
and action,
■ have the ability to react immediately to unforeseen challenges,
without the need for a programmer to recognize the situation and deal
with it by modifying a program.
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■ Electronic organisms will live, grow and evolve in the
rapidly growing world of installed computers and
networks, just as microbes, plants and animals live in
natural ecosystems.
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• Digital organisms can be traced back to the game Darwin,
developed in 1961 at Bell Labs, in which computer programs had to
contend with each other by trying to stop others from executing.
• A similar perpetration that followed this was the game Core War.
• In Core War, it turned out that one of the winning strategies was to
replicate as fast as possible, which deprived the opponent of all
computational resources.
• Programs in the Core War game were also suitable to change
themselves and each other by overwriting instructions in the
dissembled memory in which the game took place.
• This allowed contending programs to embed dangerous
instructions in each other that caused errors, enslaved processes, or
indeed change strategies mid- game and heal themselves. 56
Read this article
https://www.walshmedicalmedia.com/open-access/an-overvie
w-of-digital-organism-109518.html
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ENTERPRISE ENGINEERING
Enterprise engineering is the body of knowledge, principles, and practices used to
design all or part of an enterprise.
Enterprise Engineering is an integrated set of disciplines for building or
changing an enterprise, its processes, and systems.
It integrates the most powerful change methods and makes them succeed.
It encompasses the application of knowledge, principles, and disciplines
related to the analysis, design, implementation and operation of all elements
associated with an enterprise. 58
In essence it is an interdisciplinary field, which
combines systems engineering and strategic management
as it seeks to engineer the entire enterprise in terms of the
products, processes, and business operations.
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The view is one of continuous improvement and continued adaptation
as firms, processes and markets develop along their life cycles.
This total systems approach encompasses the traditional areas of
research and development, product design, operations and manufacturing
as well as information systems and strategic management
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Goal of the Enterprise Engineer
Identify and integrate the most valuable and successful ways to change an
enterprise
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EIS
https://www.egyankosh.ac.in/bitstream/123456789/88408/1/U
nit-10.pdf
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PRACTICE QUESTION
• 1.What is difference between traditional Information system and Enterprise System Explain with example?
• 2.What do you understand by electronic organization (digital firm)? Discuss the concept of Enterprise management system.
• 3.What is the use of ERP system in enterprise? Discuss key feature and functionality of an ERP software system.
• 4.Explain in detail Enterprise Resource planning. Supply chain management is a top strategic objective for much organization. Explain.
• 5.Explain the role of IS and IT in enterprise Management System.
• 6.What do you understand by an Enterprise System Discuss the architecture of Enterprise systems? What reasons do you think that organization is
motivated to establish enterprise system?
• 7.What is the use of CRM systems in enterprise? Discuss key features and functionality of a CRM system.
• 8.How does the Enterprise system differ conventional information system? Describe various IT tools that are used to enhance Customer Relationship
Management (CRM) system in a web-based environment.
• 9.What do you understand by enterprise system? Discuss the architecture of enterprise System. For what reasons do you think the organization
is motivated to establish enterprise system?
• 10.Write short note on: ERP, CRM, SCM
• 11. Differentiate:
• Loose Integration versus Full Integration
• Horizontal Integration versus Vertical Integration
• Intra-Enterprise Integration versus Inter-enterprise Integration
• 12. Discuss about 5 Supply Chain tool in detail.
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• Discuss about various CRM strategies .Explain .
• Suppose you are a customer... What do you expect from
a business owner or what will make you to continue with
that particular shop ?
• Suppose you are a business owner... What do you expect
from your customer or what message you want to convey as
a business owner ?
• Discuss about various CRM tools.
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CASE STUDY 3
BUSINESS INTELLIGENCE
• WHAT IS BUSINESS INTELLIGENCE ? HOW IT DIFFERS FROM
BUSINESS ANALYTICS?
DISCUSS THE FOLLOWING:
• HOW IS BUSINESS INTELLIGENCE USED?
• ORGANIZATIONAL BENEFITS OF IMPLEMENTING BUSINESS
INTELLIGENCE
• LIST 1O BUSINESS INTELLIGENCE TOOLS AND EXPLAIN ANY ONE
TOOL.
• DISCUSS REAL WORLD EXAMPLE OF COMPANY USING BI.
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CASE STUDY 4
A CASE STUDY ON INTELLECTUAL
PROPERTY RIGHT
• What is Intellectual Property Right?
Discuss about a real case of Intellectual Property Right. It
should contain the following topics:
• Title of Case
• Country
• History of Case
• Claim by the other party
• How was the case solved?
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