slides capitulo 3
TRANSCRIPT
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Sistemas deInformao em
GestoCap. 3 - Aplicaes
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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Levels of Management
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Levels of ManagementDecision Making
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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Levels of Management
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Levels of ManagementDecision Making
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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Decision Support Systems
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Decision Support Systems
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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