Chapter 8 ????: ????(Supply Chain Management)? ??????(Enterprise Resource Planning) ???????(Customer Relationship Management) - PowerPoint PPT Presentation

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Title:

Chapter 8 ????: ????(Supply Chain Management)? ??????(Enterprise Resource Planning) ???????(Customer Relationship Management)

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Chapter 8 (Supply Chain Management) (Enterprise Resource Planning) (Customer Relationship ... – PowerPoint PPT presentation

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Title: Chapter 8 ????: ????(Supply Chain Management)? ??????(Enterprise Resource Planning) ???????(Customer Relationship Management)


1
Chapter 8 ???? ????(Supply Chain
Management)? ??????(Enterprise Resource
Planning) ???????(Customer Relationship
Management)
2
????????
  • ??????????????????????????
  • ?????? (Enterprise resource planning,ERP)
  • ?????????
  • ??(Extended) ??????
  • ???????????????????
  • ?????? (Customer relationship management,CRM)
  • ??????
  • ?????? (Partner relationship management,PRM)
  • ???????????
  • ?????? (Decision support system,DSS)
  • ?????????????
  • ???? ?? (Knowledge management,KM)
  • ??????????????????????,??????

3
???????
  • ???(Supply Chain)
  • ????????,?????????????,????????????????
  • ?????(Supply Chain Flows)
  • ??(Materials flows)??????????????????????
  • ???????(???????????,??????????
  • ???(Information flows)????????????,??????????????
    ??
  • ??(Financial flows)?????????????????????????,????
    ????????
  • ????? (E-supply chain)?????????,????????
  • ?????(Supply Chain Management,SCM)
  • ????????????????

4
?????
5
????????????
  • ??(Components)
  • ??(Upstream)???????????????
  • ??(Internal)????????????,???
  • ??(Downstream)??????????????????
  • ????????????????????????????
  • Types of Supply Chain
  • ??????(Integrated make-to-stock)
  • ????(Continuous replenishment)
  • ?????(Build-to-order,BOT)
  • ????(Channel assembly)

6
Supply Chain ????
Value Chain
Demand Chain
7
???????
  • ????(UNCERTAINTY)
  • ????(Demand forecast)
  • ????(Delivery times )
  • ??(Quality)
  • ????(POOR COORDINATION)
  • ???????????
  • ???????
  • ??????????????????
  • ????(The Bull Whip Effect) - SCM ???????
  • ?????????????????
  • ??
  • ????????
  • ????(demand forecast)???????????????
  • ??????????????????????????????????????
  • ????
  • ??????????
  • ?????????
  • ??PG?????????????????

8
??????????
  • ???????
  • ????(Vertical integration)
  • ?????????????,???????????,?????????????????
  • ????(Building inventories)
  • ?????????????????????????????
  • ??????
  • ?IT????????????,??????(SFA)????????(Quantitative
    analysis, DSS, intelligent systems)
  • ???????????JIT(just-in-time)?????
  • ????
  • ????????????,?????????c-commerce
  • ??EDI? ????(Extranets) ?????(Groupware)??
  • ??PG and War-Mart (vendor-managed
    inventory,VMI)
  • ???????(Vendor-managed inventory
    ,VMI)?????????????????????????,?????????????????

9
??????????
  • ??????
  • ??????????(Hub)?
  • ???????????????,???????????,??????????????????????
    ?
  • ?????(Supply Chain Coordination and
    Collaboration)
  • ????????????????????????????
  • ???????????????????,???????????????,??????????????
    ???
  • ?????(Supply Chain Team)
  • ???????????????????,????????????????????????
  • ???? (Virtual factory)
  • ??????????,????????????????

10
?????????????????
11
??????
  • ?????
  • ??????(Material requirements planning, MRP)
  • ???????,?????????????????
  • ??????(Manufacturing resource planning, MRP II)
  • ???????????????????????????
  • ??????(Enterprise resource planning, ERP)
  • ????????,???????????
  • SAP R/3???????????(?SAP AG Corp. ???)
    ,????70??????????????????
  • ??????
  • ?????
  • ???????????
  • ??????(Business intelligence, BI )
  • CRM ??

12
???????
13
?????
  • ??(Sandoe ??,2001)
  • ?????(Tangible benefits)
  • ??????????????????????????????????????????????????
    ?????????????????????????????
  • ?????(Intangible benefits)
  • ????????????????????????????????????
  • ??
  • ????(Internal integration)
  • ?????????,????????,?/???????????????
  • ??
  • ???????????
  • ????????????????
  • ????(External integration)
  • ????????????????????????????
  • ??????????????????

14
?????(Value Chain Integration)
15
??????(Enterprise Resources Planning, ERP)
  • ERP ???????????????????
  • ??
  • ???????????????????
  • ?????????????????
  • ??ERP ????
  • SAP?Oracle?PeopleSoft???
  • ??
  • ????????????????
  • ????????,???????????
  • ?????????
  • ??????
  • ERP???
  • ????ERP????????????????????
  • ???ERP?????????????????????????????,??????????????
    ???????
  • ????-???????(Application service providers,
    ASP)?ERP??
  • ??ERP??
  • ?ERP????????

16
???(1st Generation) ERP
  • ??
  • ??????????
  • ????????
  • ??
  • ???????
  • ????,????????????????(snapshot)
  • ??
  • ?????????,???????????????????????
  • ?????
  • ?????????????(??ERP?SCM??????)

17
???(2nd Generation) ERP
  • ??
  • ????????????????????,??????????????????
  • ????????????????
  • ??
  • Web-based
  • DBMS, spreadsheets in Excel or Lotus 1-2-3, CRM
    EC
  • ERP/SCM ????- ????????????????????
  • ??ERP ?SCM ??????
  • ???????????????,????
  • ?SCM ?????ERP ?(?ERP ???????)
  • ???????????BI ??,????SCM ???ERP ????
  • ?????????????????????,???????
  • ??????????????????(How can I best take or
    fulfill your order?)
  • ?????????????(Should I take your order? )

18
Web-based Supply Chain
19
??????
  • ??????(Customer relationship management, CRM)
  • ???????????,?????????
  • ??????????,??????????????
  • ????????CRM??,?????(??) ???,?????,?CRM?????
  • CRM??
  • ?????????(Operational CRM)
  • ?????????,??????????????/??,???/?????????
  • ?????????(Analytical CRM)
  • ??????????????????,???????????????????????
  • ?????????(Collaboration CRM)
  • ??????????????????,????????
  • ????????(Partner Relationship Management, PRM)
    PRM
  • ?CRM???????????????

20
CRM??????
  • ????????
  • ???????????????????????????,????????
  • ????????
  • ????????????????????????,???????????
  • ??????????
  • ???????????????????????CRM????????????????????????
    ?
  • ????????
  • ???????????????????????,?????????

21
????????(E-CRM)
  • ??
  • ????????????,?????????(?????POS?????????,???)?????
    ?
  • ????????,?????????????
  • ??????????
  • ??
  • ?????????????
  • ??????
  • ???????
  • ????
  • ??????????????
  • ????
  • ??????
  • ??/??
  • ???????????
  • ????
  • ???????

22
????
  • ???????
  • ???????
  • ???????
  • ???????????
  • ????????
  • ???????
  • ????
  • ?????
  • ???????
  • ?????????
  • ???
  • ??????
  • ??????
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