Chapter 12
INTERGRITING THE ORGANIZATION FROM END TO END - ENTERPRISE RESOURCE PLANNING

• ERP provide fundamental decision making support. All the department gets the information from ERP because the information about purchasing , accounting and finance , marketing and sales is stored in ERP. 

• ERP will analyzed and provide them to make decision making.

• Actually , ERP ,SCM AND CRM is have no different. their function is same, provide information for them to make decision making. ERP is use by all department to get information from others department , SCM is usually uses by production , supplier and customer then , CRM is uses to maximize profit and to make customer loyalty

Chapter 11
BUILDING A CUSTOMER-CENTRIC ORGANIZATION-CUSTOMER RELATIONSHIP MANAGEMENT

• Customer Relationship Management (CRM) is important because it allow organization to provide better customer service , make call centers more efficient and can make new customer besides can make loyalty customer.

• There is three things CRM have do. There is reporting , analyzing and predicting.

1. Reporting

is organization asking what happened. They have to know customer total revenue , their inventory level , and what product customers always buy

1. Analyzing

is asked why it happened. They have to analyze why production slow , where is their customers and forecast to meet customer demand.

1. Predicting

is asking what will happen. They have to predict what will customer buy , best way to reach the customer and transaction might be fraudulent.

All this information will transfer into database for organization to make decision making process.

Chapter 10

Extending The Organization - Supply Chain Management

What is Supply chain??

Supply chain is all parties involved in directly or indirectly in producing the product. Supply Chain Management is the managemant of information flow from all stages to maximize total supply chain effectiveness and profitibility

The basic supply chain management component

·         plan

       managemant have to plan about how to manage the customer demand and where to get the resources

·         source

       the companies or management have to choose carefully where to get the      supplier to deliver their goods and services for them to meet customer demands.

·         make

       this is the step where the management produce the product. It involve he pocess        of producing , testing , packaging and preparing for delivery.

·         deliver

       this step is call logistic. This step where the management fullfill the demand        from customer with deliver the product to the desination such as warehouse.

·         Return

       this is the step that management does not like it. This step is where the   customer return the product because of the defect of product.

Chapter 9

Enabling The Organizationn- Decision Making

First of all , how to make decision - making information system become growth??

·         Analyze large amount of information with improve the innovation in communication and globalization when consider in make the decision - making or appraising an oppurtunity

·         make the decision making quickly because when make decision - making using information system is more effevtive in time than using  manually

·         using the advance technology such as modelling and forecasing to safe the time when make decision making

·         protect the corporate asset of organizational information to ensure the information remains safes

Then , how to captures the transations and event information with using technology???

1.      process the information according to defined  business rules

2.      store the information in database

3.      then , update existing information to reflect the new information

Artificial Intelligence (AI) systems categories:

·         expert systems

       This systems is expert in solving difficult problems. The results is better analysis   than any single expert. This systems expert because have many information      transform by human and the systems analyzes the information.

·         neutral network

       Also called as the artificial neutral network to emaluate the way the human brains. This systems involve pattern or image recognition because a neutral      network can learn from the information it processes.

·         genetic algorithms

       process to generate incresingly better solutions to a problem. It can find and        evaluate solutions with many more possibles and faster than humans.

·         intelligent agents

       special purpose knowledge- based information system that accomplishes       specific tsk on behalf of his users.

Chapter 8
Accessing Organizational Information - Data Warehouse
Warehouse is port to collection of information that is gathered from many different of database
That means the internal database and external database extraction or transform or loading into the data warehouse.
Then the information is use by the Organizations again to analyze the information
The process of analyzing the information is called DATA MINING.
It is very important to ensure the data in warehouse is in high quality, so use of INFORMATION CLEANSING OR SCRUBBING is very important.
It is the process of discard or incorrect the low quality information in data warehouse

Chapter 7
Storing Organizational Information- Database
Database is the the base that information is storage
All types of information can be stored for example is information about the transactional , information about the employee and information about inventory.
It can increase the quality of information
It also can increase the security of information because it guard by password and monitored by Chief Security Officer
Last but not least it can reduce the redundancy. That is the same information is storage in same place.
So the conclusion is the database can be use by organization to storage the information and also can be use by users to search the information.

Chapter 6
Valuing Organizational Information
For Overall , this chapter tell about 
-the broad level , formats and granularities of information
-why high quality information is important to organization
Information is important in business and organization.
It is because is everywhere in organization.
Information can help the successfully of organization if the information is collect , compile , sort and analyze with properly and with high quality.

• Broad level of information
• there is the information between the department , individuals and enterprise
• thats mean they share the information about the knowledge , the goals and the strategies
• Information format
• there is with what the information is present
• for example with document , presentation , spreadsheet and database
• Information granularities
• it is about the granulate of the information
• for example is in detail , in summary or in aggregate
• its use for report in salesperson

Why organizations needs high quality information??

• it is because it can helps organization making a good decisions making
• good decision making can give good impact to organization
• it help in term the organization to make new order , make new product and find the way to increase the sales

Chapter 5

Organization Structure That Support  Strategic Initiative

For overall this chapter is tell about :-

-Who is responsible to ensure the Strategic Initiative is success

-What is the organizations business base Chapter 5

Recent IT-related strategic positions :-

Ø  Chief Information Officer (CIO)

v  Ensure the uses of IT and the strategic  is base on the organization goals and objectives

v  Ensuring the IT project is delivered within the budgets and time

v  Ensure the strategic vision of organization is same with strategic vision of organization

Ø  Chief Technology Officer (CTO)

v  Ensuring the speed , accurancy , availability and reliability of IT systems.

Ø  Chief Security Officer (CSO)

v  Responsible to ensure the security of IT systems

v  They have to know how to take care the IT system and how to guard the info

Ø  Chief Privacy Officer (CPO)

v  Ensuring the ethical and legal use of information

v  That’s mean  they have to makesure the information is not use for illegal purpose

Ø  Chief Knowledge Officer (CKO)

v  Responsible to collecting , maintaining and distributing the organizations knowledge

Ethics is the the principle and standards that guide our behaviour toward other  people.

Privacy is the major ethical issue. That’s is the right to be left alone when you want to be , left with our own privacy.

Chapter 4

MEASURING THE SUCCESS OF STRATEGIC INITIATIVE

Overall in this chapter is tells about  neither :-

·       -  The strategic initiative that organization use is success

·        - Organization can maximize their profit and fulfill customer demand

How to measure the success?

Ø  Key performance indicator

v  Measure that are tied to business drevers.

Efficiency IT metric

Ø  Measure the performance of IT system such as the speed and the availability of IT metric

Ø  That’s mean the system can determine how much the customer spending , what types of customer , the frequency of customer buy the goods

Effectiveness IT metrics

Ø  Measure the impacts of the system to the organization

Ø  It can give organization the information about customer so they can help organization to meet their demand

Ø  It also can help organization to determine what is the customer needs

For the conclusion IT Metrics is like the loyalty Card. For example is Mesra Card in Petronas. When customer swipe the card , the information will delivered to organization and the organization can analyse the information.

Chapter 3

STRATEGIC INITIATIVE FOR IMPLEMENTING COMPETITIVE ADVANTAGES

For overall , this chapter tell about :-

·         How to be a unique organization

·         How to be a market leader

To achieve this strategic , organization have to use STRATEGIS INITIATIVE

Strategic Initiative is software technologies use to give benefits to organization and supplier. That’s means Strategic Initiative is use by both organizations and suppliers.

Organizations use 4 strategic initiative including:-

Ø  Supply Chain Management (SCM)

v  The information flow from the supply chain according to the stages to maximize total supply chain effectiveness and profitability.

v  Cashier   à         Store      à       Supplier

v  The flow above is for example : the customer buy a box of sauce at the market , when the CASHIER scan the good , the information is send to STORE then automatically the information is delivered to the SUPPLIER.

SCM included :-

v  Supply Chain strategy = strategy to meet customer demand

v  Supply Chain Partner = within or external the supply chain like deliver finished product, and raw material

v  Supply Chain Operation = schedule of organization activities such as testing , packaging and preparation

v  Supply Chain Logistic = product delivery process from organization to supplier

Ø  Customer Relationship Management (CRM)

v  Involve managing all aspects of the customer to increase customer loyalty.

v  CRM helps organization to:-

                                                         i.            Identify types of customer likes their behavior and their spending.

                                                       ii.            Individuals customer needs

                                                      iii.            Customer unique behavior

Ø  Enterprise Resource Planning

v  Integrates  from all department into single It uses.

v  For example is = Logistic , Human resource , Marketing , Sales , Production delivered the information into one Datebase.

Ø  Enterprise Resource Planning (ERP)

v  A system to collect all data and correlates the data generating.