1Web Technology and Business Processes By Joscelyn Dias Outline Intranets Business Network Transform ERP SCM CRM Intranet Uses Similar to Internet concepts, technologies, Protocols as i.e. client- server TCP/IP, HTTP, SMTP, FTP Private computer network Internal communication and collaboration Securely share organization's information or operational systems Intranet examples Intranet Communication Corporate initiatives, events, blogs, chat, employee feedback, Sr. mgmt. connect Time and productivity Employees can ‘pull’ information they required rather that ‘push’ information through email Based on roles and responsibilities Content and multi-media News-letters, media release, industry news, bulletins Publishing of corporate knowledge Policies(IT,IS,Quality), procedure manuals,knowledge mgmt. Applications for business operations Webmail, HR processes, Payroll, Taxation, Leave mgmt., R&R, Standards compliance, Expenses claims Training Online methodology, multi-media, feedback and evaluation, quality Cost savings on printing, updates Employee directory, internal phone list, holiday calender, schedules, Requisition forms (facilities, stationery, security, transport) Intranet Application examples 2 Selecting Intranet web projects Material taking advantage of hyperlinks Material more valuable with frequent updates Complete substitution for hard-copies Reduced admin, print and handling costs Criteria: 1) Users have Intranet access, 2) Low graphics 3) Few pages of information Inter-department workflow organisation processes Authentication and authorization User shared documents Intranet Application examples Intranet Application examples Network Transform: ERP,SCM, CRM Business Network Transform Transforming the network of Suppliers Business partners Customers Radical change with partners Close alliance, trust, sharing info Competitive advantage, across Value chain Network Transform made possible by IT, Telecom networking The Internet and Web Technologies Enterprisewide Resource Planning ERP Goals: Streamline business processes Improve performance of organizations' resource planning, management and operational control. Requires re-engineering of current business processes. Integrates activities across functional departments, from product planning, parts purchasing, inventory control, product distribution, to order tracking. ERP software - multi-module application software 3 ERP Implementation ERP systems implementation UNIX, Win NT/2K, Linux, OS of Legacy ERP Involves Integration Information together in a single system of applications Internal and external information systems Discard all legacy systems at once, install ERP system Acceptance by staff, department skills, comfort and speed of legacy applications, Cost From independent ERP installations to ‘Single Instance’ ERP Implementation Integration is key issue Web Services and SOA Integrates standalone systems, best-of-breed solutions Avoid cost of single instance ERP But, Still immature technologies, require complex planning Require programming and IT architectural talents Implementation time and cost. Integration layer in ERP’s ERP software part of a service SOA, using middleware as integration software. Provide Web services; customers can link to link ERP with other software in architecture But.. Middleware offered only with latest upgrades Extra fee charge for middleware ERP Cos. dominance over the software acquisition process of clients Single Instance vs. Integration layer Single instance if... Have fairly commonplace business processes that extend across all divisions Have older systems that need to be replaced Have multiple ERP instances from a single vendor Integration layer if... Have divisions with unique business processes that can’t be changed Consider an existing investment in best-of-breed solutions a competitive advantage Want an environment in which it is easy to integrate new applications ERP SCM, CRM Customers, suppliers demand information accessed by co. employees ERP system’s info e.g.. order status, inventory levels through co. websites E-commerce : New channels of access into ERP For suppliers and partners (B2B); inventory levels, etc. For customers (B2C); order status, billing information Building links between ERP and the Web ERP vendor may provide if experienced, cost savings Else custom integration internally through IT/consultants ERP SCM Reliant upon ERP kind of information SCM systems benefit from ERP software as single major source of up-to-date information. Top 5 SCM vendors only 34% market (2005 data) SAP – 12%, Oracle – 10%, Manhattan Associates – 4%, Infor (SSA, Baan etc.) SCM not as standard as other software 4 SCM – Supply Chain Mgmt. Business system of enterprise strategies, business processes and information technologies To Improve the planning, execution and collaboration of material flows, information flows, financial flows and workforce flows in the supply chain. SCM Supply chain visibility when companies share at least some data with SCM partners Suppliers don’t have to guess how many raw materials to order Manufacturers wouldn't have to order more than they need from suppliers, Make sure they have enough on hand if demand for their products unexpectedly goes up Retailers would have fewer empty shelves if they shared the information they had about sales of a manufacturer's product in all their stores with the manufacturer. Generally win-win for all sides of the transaction Key issues: Collaboration, trust, domination SCM Modular software applications integrate activities across organizations, from demand forecasting, product planning, parts purchasing, inventory control, manufacturing, product assembly to product distribution Boundary of SCM and E-Com systems Suppliers, partners, distributors, even customers Co’s extend control they get from ERP software out to their suppliers and channel partners Internet, connectivity, B2B explosion B2B Electronic trade or partnering between organizations. Share in E-Com (B2B90%, B2C10%) Private SCM software for procurement. B2B exchanges function to Manage procurement of row materials and coordinating with suppliers. Customer Relationship Mgmt. CRM is a business system that consists of enterprise goals, business strategies, business processes and enterprise information systems. CRM helps business increase revenues by providing services and products that are exactly what your customers want offering better customer service cross selling products more effectively helping sales staff close deals faster retaining existing customers and discovering new ones CRM Use technology and human resources to gain insight into the behavior of customers and the value of those customers Co’s interact with customers different ways Mail campaigns, Web sites Brick-and-mortar stores Call centers Mobile sales force staff Marketing and advertising efforts. CRM systems link up customer contact points. CRM software systems automate many customer-related business tasks. 5 CRM software system 1. Customer contact management 2. Sales automation 3. Direct marketing 4. Helpdesk module. 5. Call center applications Sales automation Auto-management of stages in sales process Online product building / customization e.g. Dell Integration with contact management and other departments CRM software Direct Marketing Directly target customers based on criteria with promotional activities Generate direct mails, class and analyze response Help-desk E-mail notification, inbound, outbound Web-based Search support knowledge base for answer online without calling a support representative Web Chat to ask more specific questions for support. CRM Technologies Online CRM or Web-based CRM Web pages as the UI (user interface) Access Enterprise apps through Web-browser, no deployment of client software E.g.. Online services, Customer profiles Hosted CRM Online, CRM backend systems are hosted at data centers in ASP model No in-house deployment, no client installation Mobile CRM Handheld / wireless device with browser based UI Mobile middleware sometime used E.g. Mobile check-in by airlines, bill payments, credits CRM issues Safety More customer data better analysis better customer service Secure databases of customer info : personal, financial, credit card Privacy Willingness of customer to give / leave info. Egg. Fill web forms with personal info, cookies Use of study of customer behavior, shopping patterns Misuse / sale of contact information Trust of the customer is most important