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
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)

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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? )

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Web-based Supply Chain
19
??????

• ??????(Customer relationship management, CRM)
• ???????????,?????????
• ??????????,??????????????
• ????????CRM??,?????(??) ???,?????,?CRM?????
• CRM??
• ?????????(Operational CRM)
• ?????????,??????????????/??,???/?????????
• ?????????(Analytical CRM)
• ??????????????????,???????????????????????
• ?????????(Collaboration CRM)
• ??????????????????,????????
• ????????(Partner Relationship Management, PRM)
  PRM
• ?CRM???????????????

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CRM??????

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

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????????(E-CRM)

• ??
• ????????????,?????????(?????POS?????????,???)?????
  ?
• ????????,?????????????
• ??????????
• ??
• ?????????????
• ??????
• ???????
• ????
• ??????????????
• ????
• ??????
• ??/??
• ???????????
• ????
• ???????

22
????

• ???????
• ???????
• ???????
• ???????????
• ????????
• ???????
• ????
• ?????
• ???????
• ?????????
• ???
• ??????
• ??????