Monday, 7 March 2016

CHAPTER 11 - Building Customer - Centric Organization - Customer Relationship management


CUSTOMER RELATIONSHIP MANAGEMENT ( CRM )
  • CRM enables an organizations
  • Provide better customer service
  • Make call centers more efficient
  • Cross sell products more effectively
  • Help sales staff close deals faster
  • Simplify marketing and sales process 
  •  Discover new customers
  • Increase customers revenues 

Organization can find their most valuable customers through "RFM- Recency,Frequency, and Monetary value

  • How recently a customer purchased items ( Recency )
  • How frequently a customers purchased items ( Frequency )
  • How much a customer spends on each purchase ( Monetary value)

THE EVOLUTION OF CRM

CRM reporting technology 
- Help organization identify their customers across other applications
CRM analysis technologies
- Help organization segment their customers into categories such as best and worst customers
CRM predicting technologies
- Help organizations make predictions regarding customers behavior such as which customers are risk of leaving
Three phases in the evolution of CRM include reporting analyzing and predicting






 CUSTOMER RELATIONSHIP MANAGEMENT 'S EXPLOSIVE GROWTH



USING ANALYTICAL CRM TO ENHANCE DECISIONS

  • Operational CRM - supports traditional transactional processing for day-to-day front office operations or systems that deal directly with the customers 
  • Analytical CRM - supports back-office operations and strategies analysis and includes all systems that do not deal directly with the customers

OPERATIONAL CRM AND ANALYTICAL CRM 



CUSTOMER RELATIONSHIP MANAGEMENT SUCCESS FACTORS

  1. Clearly communicates the CRM strategy
  2. Define information needs and flows
  3. Build an integrated view of the customer
  4. Implement in iterations
  5. Scalability for organizational growth



THANK you :)







CHAPTER 10 - EXTENDING THE ORGANIZATION - Supply Chain Management

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  • The average company spends nearly half of every dollar that it earns on production
  • In the past, companies focused primarily on manufacturing and quality improvements to influence their supply chains
BASIC OF SUPPLY CHAIN 

The supply chain has three main links :
  1. Materials flow from suppliers and their "upstream" suppliers at all levels
  2. Transformations of materials into semifinished and finished product through the organization's own production process
  3. Distribution of products to customers and their " downstream" customers at all levels

Organization must embrace technologies that can effectively manage supply chains







  • PLAN 
- A company must have a plan for managing all the resources that go toward meeting customers demand for products or services

  • SOURCE 
- Companies must carefully choose reliable suppliers that will deliver goods and service required for making products.

  • MAKE
- This is step where companies manufacture their products or service. This can include scheduling the activities necessary for production , testing, packaging and preparing for delivery.

  • DELIVER ( Logistic)
-  Companies must be able to receive orders from customers, fulfill the orders via a network of warehouses , pick transportation companies to deliver the products and implement a billing and invoicing system to facilities payments.

  • RETURN
- This is typically the most problematic step in the supply chain. Companies must create a network for receiving defective and excess products and support customers who have problems with delivered products,

INFORMATION TECHNOLOGY'S ROLE IN THE SUPPLY CHAIN
Factors Driving Scm




VISIBILITY

  1. VISIBILITY - more visibility models of different ways to do things in the supply chain have emerged . High visibility in the supply chain is changing industries, as Wal- Mart demonstrated
  2. SUPPLY CHAIN VISIBILITY - the ability to view all areas up and down the supply chain
  3. BULLWHIP EFFECT - occurs when distorted product demand information passes from one entity to the next throughout the supply chain  

  • Supply chain visibility allows organizations to eliminates the bullwhip effect
- to explain the bullwhip effects to your students discuss a product that demand  does not changes such as diapers . The need for diapers is constant , it does not increase at christmas or in the summer, diapers are in demand all year long . Th
e number of newborn babies determines diaper demand and that number is constant.
- Retailers order diapers from distributions when their inventory level falls below a certain level , they might order a few extra just to be safe 

CONSUMER BEHAVIOUR 


  • Company can respond faster and more effectively to consumer demands through supply chain enhances
  • once an organization understands customer demand and its effect on the supply chain it can begin to estimate the impact that its supply chain will have on its customers and ultimetaly the organization performance
  • Demand planning software - generates demands forecasts using statistical tools and forecasting techniques
Competition

  • Supply chain planning (SCP) software -uses advanced mathematical algorithm to improve the flow and efficiency of the supply chain
  • Supply chain execution (SCE) software - automates the different steps and stages of the supply chain
  • SCP and SCE both increase a company's ability to compete
  • SCP depends entirely on information for its accuracy 
  • SCE can be as simple as electronically routing orders from a manufactures to a supplier
SCP and SCE in the supply chain



Speed

Three factor fostering speed



Supply Chain Management success Factors



SCM industry best practices include :
  1. Make the sale to suppliers
  2. Wean employees off traditional business practices
  3. Ensure the SCM system support the organization goals
  4. Deploy in incremental phases and measures and communication success
  5. Be future oriented

SCM SUCCESS STORIES

To reasons why more executive are turning to SCM to manage their extended enterprise


  • Numerous decision support system (DSSs) are being built to assist decision makers in the design and operation of integrated supply chain
  • DSSs allow managers to examine performance and relationship over the supply chain and among
- Suppliers
- Manufacturing
- Distributions
- Other factors that optimize supply chain performance 


TQ :)

Saturday, 20 February 2016

CHAPTER 9 - ENABLING THE ORGANIZATION - DECISION MAKING


Reasons for the growth of decision making information system
  • People need to analyze large amounts of information
  • People must make decision quickly
  • People must apply sophisticated analysis techniques such as modelling and forecasting, to make good decisions
  • People must protect the corporate asset of organizational information 
Model - a simplified representation or abstraction of reality

  • IT systems in an enterprise

TRANSACTION PROCESSING SYSTEMS


Moving up through the organizational pyramid users move from requiring transactional information to analytical information 
  • Transaction processing system - the basic business system that serves the operational level (analysis) in an organization
  • Online transaction processing (OLTP) - the capturing of transaction and event information using technology to (1) process the information according to defined business rules,(2) stores the information , (3) updated existing information to reflect the new information
  • Online analytical processing (OALP) - the manipulation of information to create business intelligence in support of strategic decision making
DECISION SUPPORT SYSTEMS (DSS)

Models information to support managers and business professional during the decisions-making process

Three quantitative models used by DSSs include :
  1. Sensitivity analysis  - the study of the impact that changes in one ( or more) parts of the models.
  2. What-if analysis - checks the impact of a change in an assumptions on the processed solution
  3. Goal-seeking analysis - finds the inputs necessary to achieve a goal such as a desired level of output
EXECUTIVE INFORMATION SYSTEMS ( EIS )

A specialized Decision Support Systems that support senior level executive within the organization

Most EISs offering the following capabilities :
  1. Consolidation - involves the aggregation of information and features simple roll-ups to complex groupings of interrelated information
  2.  Drill-down - enables users to get details and details of details , of information .
  3. Slice and dice - looks at the information from different perspective 
Digital dashboard is integrates information from multiples components and presents it in a unified display 


ARTIFICIAL INTELLIGENCE (AI )

  • Intelligent systems - various commercial applications of artificial intelligence
  • Artificial intelligence ( AI ) - simulates human intelligence such as the ability to reason and learn 
Advantages : can check info on competitor

  • The ultimate goal of  AI is the ability to build a system that can mimic human intelligence
  Four most common categories of AI include : 

  • Expert system  - computerized advisory programs that imitate the reasoning processes of experts in solving the difficult problems. Eg. Playing chess
  • Neural Network - attempts to emulate the way the human brain works 
- Fuzzy logic -a mathematical method of handling imprecise or subjective information

  • Genetic algorithm - an artificial intelligent systems that mimics the evolutionary , survival-of-the-fittest process to generates increasingly better solutions to a problems
  • Intelligent agent - special-purposed knowledge based information system that accomplishes specific tasks on behalf of its users
- Multi-agent systems
- Agent-based modelling
DATA MINING

Data mining software includes many forms of AI such as neural networks and expert systems



Common forms of data-mining analysis capabilities include :
  • Cluster analysis 
*a techniques used to divide an information set into mutually exclusive groups such that the members of each groups are as close together as possible to one another and the different groups are as far apart as possible  
* depend on cluster analysis to segment customers information and identify behavioral traits 

  • Association detection - revels the degree to which variables are related and the nature and frequency of these relationships in the information
 - Market basket analysis - analyzes such items as Web sites and check out scanner information to detect customers' buying behavior and predict future behavior by identifying affinities among customers' choices of products and services

  • Statistical analysis -  performs such function as information correlation,distributions,calculations and variance analysis 
- Forecast - predictions made on the basis of times - series information
- Time - series information - time-stamped information collected at a particular frequency

Thank you :)


 

 



 








CHAPTER 8 - ACCESSING ORGANIZATIONAL INFORMATION - DATA WAREHOUSE


Data warehouse extend the transformation of data into information . In the 1990's executive became less concerned with the day-to-day business operations and more concerned with overall business functions.The data warehouse  provided the ability to support decision making without disrupting the day-to-day operations.


DATA WAREHOUSE FUNDAMENTALS

Data warehouse - a logical collection of information - gathered from many different operational databases - that supports business analysis activities and decision making tasks
  • the primary purpose of a data warehouse is to aggregate information throughout an organization into a single repository for decision - making purpose
Proces :
  • Extraction,transformation, and loading (ETL) - a process that extracts information from internal and external database , transforms the information using  a common set of enterprise definitions , and loads the information into a data warehouse
 Data Mart - contains a subset of data warehouse information


MULTIMEDIA ANALYSIS AND DATA MINING
  • Database contain information in a series of two-dimensional tables
  • in a data warehouse and data mart, information is multidimensional , it contains layers of columns and rows - Dimension - a particular attribute of information
  • Cube - common term for the representation  multidimensional information 

  • Data mining - the process of analyzing data to extract information not offered by the raw data alone
To perform data mining users need data mining tools
  • Data mining tools - uses a variety of techniques to find pattern and relationships in large volumes of information and infers rules that predict future behavior and guide decision making

INFORMATION CLEANING OR SCRUBBING
  • An organizations must maintain high-quality data in the data warehouse
  • information cleansing or scrubbing - a process that weeds out and fixes or discards inconsistent , incorrect , or incomplete information
  • Contact information in an operational system
  • Standardizing customers name from operational systems

  • Information cleansing activities

Information cleansing allows an organization to fix these types of inconsistencies and cleans the data in the data warehouse

  • Accurate and complete information


•Why do you think most businesses cannot achieve 100% accurate and complete information?
•If they had to choose a percentage for acceptable information what would it be and why?
§Some companies are willing to go as low as 20% complete just to find business intelligence
§Few organizations will go below 50% accurate – the information is useless if it is not accurate
•Achieving perfect information is almost impossible
§The more complete and accurate an organization wants to get its information, the more it costs
§The trade off between perfect information lies in accuracy verses completeness
§Accurate information means it is correct, while complete information means there are no blanks
§Most organizations determine a percentage high enough to make good decisions at a reasonable cost, such as 85% accurate and 65% complete

BUSINESS INTELLIGENCE 

- Information that people use to support their decision-making effort

Principle BI enablers include :
  • Technology

Even the smallest company with BI software can do sophisticated analyses today that were unavailable to the largest organizations a generation ago. The largest companies today can create enterprise wide BI systems that compute and monitor metrics on virtually every variable important for managing the company. How is this possible? The answer is technology—the most significant enabler of business intelligence.

  • People
Understanding the role of people in BI allows organizations to systematically create insight and turn these insights into actions. Organizations can improve their decision making by having the right people making the decisions. This usually means a manager who is in the field and close to the customer rather than an analyst rich in data but poor in experience. In recent years “business intelligence for the masses” has been an important trend, and many organizations have made great strides in providing sophisticated yet simple analytical tools and information to a much larger user population than previously possible.
  • Culture 
A key responsibility of executives is to shape and manage corporate culture. The extent to which the BI attitude flourishes in an organization depends in large part on the organization’s culture. Perhaps the most important step an organization can take to encourage BI is to measure the performance of the organization against a set of key indicators. The actions of publishing what the organization thinks are the most important indicators, measuring these indicators, and analyzing the results to guide improvement display a strong commitment to BI throughout the organization.





CHAPTER 7 - STORING ORGANIZATIONAL INFORMATION DATABASE


RELATIONAL DATABASE FUNDAMENTAL 
  • Information is everywhere in an organization
  • Information stored in database
          Database - maintains information about various type types of object ( inventory),                                 events ( transactions), people ( employees ), and places ( warehouse)
  • Database models include :
          - Hierarchical database model - information is organized into a tree-like structure                    (using the parent/child relationships) in such a way that it cannot have to many relationship 
          - Network database model - a flexible way of representing objects and their relationships
          - Relational database model ( RDM ) - stores information in the form of logically related two-dimensional tables


HIERARCHICAL STRUCTURE


NETWORK STRUCTURE




RELATIONAL STRUCTURE



ENTITIES AND ATTRIBUTE
  • Entity - a person, place, thing, transaction, or event about which information is stored
          - The rows in each table contain the entities
  • Attributes (fields,columns ) - characteristics or properties of an entity class 
          - The columns in each table contain the attributes

KEY AND RELATIONSHIPS
  •  Primary keys and foreign keys identify the various entity classes ( tables ) in the database
           - Primary key - a field ( or group of fields ) that uniquely identifies a given entity in a table
           - Foreign key - a primary key of one table that appear an attribute in another table and acts to provide a logical relationship among the two tables
  • Potential relational database for Coca-Cola


RELATIONAL DATABASE ADVANTAGES

Database advantages from a business perspective include
  • Increased flexibility
  • Increased scalability and performance
  • Reduced information redundancy
  • Increased information integrity ( quality)
  • Increased information security
INCREASED FLEXIBILITY


A well - designed database should :
  • Handle changes quickly and easily
  • Provide users with different views
  • Have only one physical view
  • - Physical view - deals with the physical storage of information on a storage device eg hard disk 
  • Have multiple logical views
  • - Logical view - focuses on how users logically access information
  • Eg: a mail-order buss - 2 people view diff format ( logical views ) but same physical view
INCREASED SCALABILITY  AND PERFORMANCE

A database must scale to meet increased demand, while maintaining  acceptable performance levels.
  • Scalability - refers to how well a system can adapt to increased
  • Performance - measures how quickly a system performance a certain process or transaction 

REDUCED  INFORMATION REDUNDANCY

Database reduce information redundancy

  • Redundancy - the duplication of information or storing the same information in multiple places
Inconsistency is one of the primary problems with redundant information - difficult to decide which is most current and most accurate

INCREASE INFORMATION INTEGRITY  ( QUALITY )

Information integrity - measures the quality of information

Integrity constraint - rules that help ensure the quality of information 
  • Relational integrity constraint - rules that enforces basic and fundamentals information - based constraint
  • Business-critical integrity constraint - rule that enforce business rules vital to an organization's success and often requires more insight and knowledge than relational integrity constraints

INCREASED INFORMATION SECURITY 

Information is an organizational asset and must be protected

Database offer several security feature including : 
  • Password - provides authentication of the user 
  • Access level - determines who has access to the different types of information
  • Access control - determines type of user access, such as read-only access

DATABASE MANAGEMENT SYSTEM

Database management system ( DBMS ) - software through which users and application programs interact with a database

   



DATA-DRIVEN WEB SITES

Data-driven web site - an interactive web site kept constantly updated and relevant to the needs of its customers through the use of database

7 DATA-DRIVEN WEB SITE BUSINESS ADVANTAGES 

  • Development : allows the Web site owner to make changes any-time--all without having to rely on a developer or knowing HTML programming
  • Content management : A ststic Web site requires a programmer to make updated
  • Future expandability : Having a data-driven web-site enables the site to grow faster than would be possible with a ststic site
  • Minimizing human error : A well -designed, data-driven Web sites will have " error trapping " mechanisms to ensure that required information is filled out correctly and that content is entered and displayed in its correct format
  • Cutting production and updated costs :  a data-driven web site can be updated and "published" by any competent data entry or administrative person .
  • More efficient : with a data-driven solution , the system keeps track of the templates , so users do not have to
  • Improved stability : with data-driven web sites .there is peace of mind , knowing the content is never lost-- even if your programmer is
DATA-DRIVEN BUSINESS INTELLIGENCE
  • BI in a data-driven web sites


INTEGRATING INFORMATION AMONG MULTIPLE DATABASE

Integration - allows separate systems to communicate directly with each other

  • Forward integration - takes information entered into a given system and sends it automatically to all downstream systems and processes
  • Backward integration - takes information entered into a given system and sends it automatically to all upstream systems and process 



Building a central repository specifically for integrated information



without integration , an organization
  •  Spend considerable time entering the same info in multiple system
  • Suffer from the low quality and inconsistency typically embedded in redundant info

hope you all can understand this chapter :)