Slides Capitulo 3

8/8/2019 Slides Capitulo 3

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Sistemas deInformao em

GestoCap. 3 - Aplicaes

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mailto:[email protected]:[email protected]


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Sumrio

Sistemas Inter-funcionais

Sistemas Funcionais

E-commerce

Sistemas de apoio deciso

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Sistemas inter-funcionais


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Customer RelationshipManagement (CRM)

CRM uses technology to

Create a cross-functional enterprise systemThat integrates and automates many of theprocesses in sales, marketing and customerservice that interact with customers

Create a framework of web-enabled softwareand databases that integrate these processeswith the rest of the companys processes

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CRM supports customer life cycle

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CRM benefits

Identify and target best customers

Real-time customization and personalization ofproducts and services

Track when a customer contacts a company

Provide consistent customer experience and superiorservice and support

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Enterprise Resource Planning (ERP)

Cross-functional enterprisesystem

with an integrated suite ofsoftware modules

that support the basic internalbusiness processes of a company

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ERP application components

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Business benefits of ERP

Quality and efficiency

Decreased costs

Decision supportEnterprise agility

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Supply Chain Management (SCM)

A cross-functional interenterprise system

To help support and manage the linksbetween a companys key business processes

And those of its suppliers, customers andbusiness partners

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SCM

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Electronic Data Interchange (EDI)

EDI

The electronic exchange of businesstransactions

Over the Internet and other networks

Between supply chain trading partners

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EDI Examples

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Enterprise Application Integration(EAI)

EAI connects cross-functional systems

Serves as middleware to Provide data conversion

Communication between systems Access to system interfaces

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Enterprise Collaboration Systems

ECS

Cross-functional IS that enhancecommunication, coordinationand collaboration among themembers of business teams andworkgroups

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ECS Tools

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Sistemas funcionais


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Marketing Information Systems

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Manufacturing Information Systems

Support the

production/operations function

Includes all activities concernedwith planning and control ofproducing goods or services

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Human Resource Management(HRM)

Information systems designed to support

Planning to meet the personnel needs of the

business Development of employees to their full

potential

Control of all personnel policies andprograms

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Accounting Information Systems

Record and report the flow of fundsthrough an organization

Produce financial statements

Forecasts of future conditions

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Financial Management SystemExamples

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Electronic Commerce Systems


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Processes involved in E-commerce

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Categories of e-Commerce

Business-to-Consumer (B2C) businesses developattractive electronic marketplaces to sell products andservices to consumers

Business-to-Business (B2B) involves both electronicbusiness marketplaces and direct market linksbetween businesses

Consumer-to-Consumer (C2C) online auctionswhere consumers can buy and sell with each other

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Access Control and Security

E-commerce processes must establishmutual trust and secure access

Between the parties in an e-commercetransaction

By authenticating users, authorizingaccess, and enforcing security features

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Profiling and Personalizing

Gather data on you and your websitebehavior and choices

Build electronic profiles of your characteristicsand preferences

Profiles are used to recognize you and provide you with apersonalized view of the contents of the site with product

recommendations and personalized advertising

One-to-one marketing strategy

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Search Management

Search processes that

helps customers find thespecific product or

service they want toevaluate or buy

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Content and Catalog


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Content and CatalogManagement

Content Management software that helps e-commerce companies develop, generate, deliver,update, and archive text data and multimediainformation at e-commerce websites

Catalog Management software that helps generateand manage catalog content

May support customer self-service and mass-customization of products, e.g., Dell Computerconfiguration management

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Workflow Management

Software that helps employees electronicallycollaborate to accomplish structured worktasks within knowledge-based businessprocesses

Ensure proper transactions, decisions, and

work activities are performed and the correctdata and documents are delivered to the rightemployee, customer, or supplier

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Event Notification

Most e-commerce applications are event-driven

Respond to events such as customers first

website access, payment, deliveryEvent notification software monitors e-commerce processes

Records all relevant events including problemsituations

Notifies all involved stakeholders

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Collaboration and Trading

Processes that support the vital collaborationarrangements and trading services

Needed by customers, suppliers, and otherstakeholders

Online communities of interest

E-mail, chat, and discussion groups

Enhance customer service and build customer loyalty

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Electronic Payment Processes

Web PaymentProcesses

Shopping cartprocess

Credit cardpayment process

Other more complexpayment processes:MBNet, Paypal,

Electronic FundsTransfer (EFT)

Capture and processmoney and credittransfers betweenbanks and

businesses and theircustomers

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e-Commerce Success Factors

Selection and

Value

Performance

and Service

Look and

Feel

PersonalAttention

CommunityRelationships

Security andReliability

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e-Commerce Success Factors

web page advertising

e-mail promotions

discounts and special offers

advertising at affiliate sites

SEA

SEO

Advertising and Incentives

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Developing a Web Store

Escolher domnio

Construir o site +solues de

entrega epagamento

Alojar o site

Carregar osprodutos na loja

Atrair ClientesProcessar

Encomendas

Servio ps-vendas

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Developing a Web Store

Build website

Use simple website design tools

Predesigned templates

Build your own website or use outside contractor

Market website to attract visitors andtransform them into loyal customers

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Serving Customers

Serve customers by creating user profiles, personal Web pagesand promotions that help develop a one-to-one relationship

Transact with customers by providing an attractive, friendly,and efficient Web store

Support customers with

Self-help menus, tutorials, FAQs

E-mail correspondence with customer service representatives

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Managing a Web Store

Manage both the business and the website

Record and analyze traffic, inventory and sales

Link to accounting system

Operate twenty-four hours a day, seven days aweek

Protect transactions and customer records, usefirewalls, and repel hacker attacks

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B2B e-Commerce

B2B e-commerce is the wholesale and supplyside of the commercial process, wherebusinesses buy, sell, or trade with other

businesses.

Factors for building a successful retailwebsite also apply to websites for B2B e-commerce.

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e-Commerce Marketplaces

One to

Many

Many to

One

Some to

Many

Many toSome

Many toMany

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Decision Support Systems

Information required at different


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Information required at differentmanagement levels

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Levels of Management


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Levels of ManagementDecision Making

Strategic management

Executives developorganizational goals, strategies,policies, and objectives

As part of a strategic planningprocess

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Tactical management

Managers and business professionalsin self-directed teams

Develop short- and medium-rangeplans, schedules and budgets

Specify the policies, procedures andbusiness objectives for their subunits

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Operational management

Managers or members of self-directed teams

Develop short-range plans suchas weekly production schedules

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I f ti Q lit


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Information Quality

Information products whose characteristics,attributes, or qualities make the informationmore value

Information has 3 dimensions:

Time

Content

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Att ib t f I f ti Q lit


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Attributes of Information Quality

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B siness Intelligence Applications


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Business Intelligence Applications

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DSS

Provide interactiveinformation support to

managers and businessprofessionals during thedecision-making process

Use:

Analytical models

Specialized databases

A decision makers owninsights and judgments

Interactive computer-based modeling

To supportsemistructured businessdecisions

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Management Information


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gSystems

MIS

Produces information products that support many of

the day-to-day decision-making needs of managersand business professionals

Prespecified reports, displays and responses

Support more structured decisions

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Data Mining


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Data Mining

Main purpose is to provide decision support to managers andbusiness professionals through knowledge discovery

Analyzes vast store of historical business data

Tries to discover patterns, trends, and correlations hidden in thedata that can help a company improve its business performance

Use regression, decision tree, neural network, cluster analysis, ormarket basket analysis

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Knowledge Management


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g gSystems

The use of information technology to helpgather, organize, and share businessknowledge within an organization

Enterprise Knowledge Portals

EIPs that are the entry to corporate intranets thatserve as knowledge management systems

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Resumo


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cross-functional enterprise systemsexamples of how information technologiessupport business processes

Identify major e-commerce applicationskey factors needed to succeed in e-commerce.

reporting

decision support systems

Resumo

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Cap. 3 - Aplicaes Empresariais

Leituras

OBrien & Marakas, cap. 7, 8 e9

Dvidas:[email protected]

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Documents

Slides Capitulo 3