CP1005 Revision

CRM - Customer Relationship Management is about how better too manage your customers to improve your business service.

CRM system can be integrated with other software packages such as MYOB or other business applications that are widely used.

Business Intelligence is about looking at numbers and data.

Digital Dashboard is when an execuetive or manager within a business can see everything he has to know about the business in order ot make a good decision about how best to plan for the future. 

ERP - Was originally implemented of warhousing and supplies. Where it moved into a business wide solution.

Globalisation is about realising that traditional forms of business are simply not good enough to last in a global environment. Challeges with globalisation include, cultural, political and geo-economic.

The internet has had huge impact on business including the travel industry, entertainment, financial services. For example the entertainment industry has been hugely effected in terms of music piracy where people are no longer paying for their songs.

The internet also brings with it Intellectual Property concerns where business iamges are stolen or copyrights are breached.

CULTURAL IMPLICATIONS include; Languages, Religions, Customs, Social Attitudes and Political philosophies.


Questions a company asks when going global include from an IT perspective - Which country should the server be located for our customers.

What legal ramifications might occur by having websites targeted at a specific country. Such as laws and competitive behaviours.

Political - Trade Agreements.

Governance and Compliance

Is a fast-growing key area for global busines - Governanace is a method of control of government for management or control. Compliance is the act of conforming or yielding to.

Global information issues include - Security. Phyical security as well as network security. Whether to keep locks on doors, who's allowed into the server rooms etc.

primary challenges an organisatoin faces today include - Innovation, Social, Social networks and virtual worlds .

Social responsibility implies implies that the entity has a responsibility to society. Xstrata gives back to the community through sponsoring local events etc. (Corporate Responsibility)

Latencies - How long it takes for something to be done once information is put into the system. The delay. The key is to shorten the latencies so that the time frame for the customers, suppliers and others is faster and better positioned.

The bullwhip effect is where due to forecasting the demand gets greater for customers because of the need for the product. One small decision can magnify to flucuations build upstream to the supply chain.

Social networking so called passive candidates people who are happy and productive working for companies.

Boomerangs are customers that leave a business at one stage to look at a different career or a better paying job. But come back down the track to the original employer for work. less training required. You know how they work and act.

Virtual Worlds - Second Life - Companies, banks and customers.

Well the Virtual Workforce is employees who can work out from home by connecting into their companies network. Benefits, keeps cars off the road, boosts work productivity, slashes real estate costs.

Disaster Continuity Planning is the plan that an organisation puts inplace to determine the plan should a disaster occur with IT infrustruce.

Web Service - Is an event that detects any opportunities and alerts those who can act on the information.

Service - Is more like software products than coding projects. They are reusable and are going to have an impact on productivity.

Service Orientated Architecture - Business > Service > Implemenation - Allows SOAs to plug in new services or upgrade existing services in a granular fashion.

Virtualisation - Is the framework of dividing the resources of a computer into multiple environments that can be execute on the one system / hardware device.

Statistical Analysis - Performs functions as informaiton correlations. Forecast - Predictions made on the basis of time informaiton. Time-series informaiton - time stamped informaiton collected at a particular time.

Benefits of BI - Single point of access to information.

Quantifiable benefits - Four main categories: Quantifiable benefits, indirectly quantifiable, unpredictable events, intangible benefits.

ETHICS

The principles and standards that guide our behavior.

Competitive Strategy - Cost - There can only be one low cost producer -and the firm usually establishes the selling price in the market.

Quality - Is divided into two categories: Product Quality and process quality.


OM - Operations Management - Adding value to your business by changing the way your operations area conducts business.

Competitive OM Strategy - Cost, Quality, Delivery, Flexibility and Service.