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MINS 301 Ch. 8 Vocabulary
Terms in this set (68)
Accounting and finance ERP component,
Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
The integration of a company's existing management information systems.
Sends information entered into a given system automatically to all upstream systems and processes.
A management system, as well as a measurement system, that a firm uses to translate business strategies into executable tasks.
Occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain.
Call scripting system
Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.
Campaign management system
Guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.
Allows customers to click a button and talk with a representative via the Internet.
Computer-aided design/computer-aided manufacturing (CAD/CAM)
Systems are used to create the digital designs and then manufacture the products.
(Call center) Where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.
Contact management CRM system
Maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information.
Core ERP component
The traditional components included in most ERP systems and primarily focus on internal operations.
Cradle to grave
Provides logistics support throughout the entire system or life of the product.
Selling additional products or services to an existing customer.
Increasing the value of the sale.
Customer relationship management (CRM)
A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
There are 3 types of CRM
- CRM analysis technologies
- CRM predicting technologies
- CRM reporting technologies
CRM analysis technologies
Help organizations segment their customers into categories such as best and worst customers.
CRM predicting technologies
Help organizations predict customer behavior, such as which customers are at risk of leaving.
CRM reporting technologies
Help organizations identify their customers across other applications.
Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.
Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.
Selling additional products or services to an existing customers.
Divides a market into categories that share similar attributes such as age, location, gender, habits, and so on.
Customer service and support (CSS)
A part of operational CRM that automates service requests, complaints, product returns, and information requests.
A process that builds—layer by layer in an additive process—a three-dimensional solid object from a digital model.
The integration of data from multiple sources, which provides a unified view of all data.
An unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.
The use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.
Electronic data interchange (EDI)
A standard format for the electronic exchange of information between supply chain participants.
Manages the transportation and storage of goods.
Employee relationship management (ERM)
Provides web-based self-service tools that streamline and automate the human resource department.
Enterprise application integration (EAI)
Connects the plans, methods, and tools aimed at integrating separate enterprise systems.
Enterprise application integration (EAI) middleware
Takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors.
Enterprise resource planning (ERP)
Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprisewide information about all business operations.
Provide enterprisewide support and data access for a firm's operations and business processes.
The business-to-business (B2B) online purchase and sale of supplies and services.
Extended ERP component
The extra components that meet organizational needs not covered by the core components and primarily focus on external operations.
Sends information entered into a given system automatically to all downstream systems and processes.
Human resources ERP component
Track employee information, including payroll, benefits, compensation, and performance assessment and ensure compliance with all laws.
Allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.
Compile customer information from a variety of sources and segment it for different marketing campaigns.
Includes the processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain.
A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things.
Targets sales opportunities by finding new customers or companies for future sales.
Community center that provides technology......
Includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing.
Several types of software that sit between and provide connectivity for two or more software applications.
Opportunity management CRM system
Targets sales opportunities by finding new customers or companies for future sales.
Partner relationship management (PRM)
Discovers optimal sales channels by selecting the right partners and identifying mutual customers.
Radio-frequency identification (RFID)
Uses electronic tags and labels to identify objects wirelessly over short distances.
Production and materials management ERP component
Handles production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control.
RFID's Electronic Product Code (RFID - EPC)
Promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.
Focuses on creating artificial intelligence devices that can move and react to sensory input.
The purchasing of goods and services to meet the needs of the supply chain.
Sales force automation (SFA)
Automatically tracks all the steps in the sales process.
Sales management CRM system
Automate each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts.
Modifies existing software according to the business's or user's requirements.
Supplier relationship management (SRM)
Focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.
Consists of all parties involved, directly or indirectly, in obtaining raw materials or a product.
Supply chain execution system
Ensure supply chain cohesion by automating the different activities of the supply chain.
Supply chain management (SCM)
The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.
Supply chain planning system
Use advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory.
Supply chain visibility
The ability to view all areas up and down the supply chain in real time.
Two-tier ERP architecture
Allows an organization to have an on-premises ERP system along with cloud ERP applications.
A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.
Web-based self-service system
Allow customers to use the web to find answers to their questions or solutions to their problems.
Occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.
5 components of supply chain management
Plan, source, make, deliver, and return
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