Information Systems for

Business
Unit-3
Topics to be covered in [4 Sessions]
• Business Process Integration
• Enterprise Business Applications
• Overview of ERP, SCM, CRM
• International Information Systems, DSS
• Analytics and Business Intelligence
• Knowledge Management System
• OLTP, OLAP, RPA, OCR
Business Process Integration
• Business Process Integration (BPI) refers to the strategic alignment
and coordination of various processes, systems, and functions within
an organization to enhance efficiency, streamline operations, and
improve overall business performance.
• It involves the seamless flow of information, tasks, and activities
across different departments, systems, and technologies to create a
unified and cohesive environment.
Business Process Integration
• The primary goal of Business Process Integration is to eliminate silos
and bottlenecks that can hinder the smooth functioning of an
organization.
• By integrating processes, organizations can achieve a range of
benefits:
• Efficiency and Productivity
• Data Accuracy and Consistency
• Visibility and Transparency
• Customer Satisfaction
• Cost Savings
• Innovation
Business Process Integration
• There are different levels of Business Process Integration:
• Vertical Integration
• Horizontal Integration
• Enterprise Integration
• Supply Chain Integration
• Technology Integration
• To implement Business Process Integration successfully, organizations may
need to invest in technologies such as integration platforms, middleware,
APIs (Application Programming Interfaces), and standardized data formats.
• Additionally, a clear understanding of existing processes, effective change
management, and collaboration among different teams are essential for a
successful BPI initiative.
Enterprise Business
Applications
Overview of ERP,
SCM, CRM
Enterprise Resource Planning (ERP)
• Enterprise resource planning (ERP) refers to a type of software that
organizations use to manage day-to-day business activities such as
accounting, procurement, project management, risk management
and compliance, and supply chain operations.
• ERP is an application that automates business processes and provides
insights and internal controls, drawing on a central database that
collects inputs from departments including accounting,
manufacturing, supply chain management, sales, marketing, and
human resources (HR).
Enterprise
Resource
Planning
(ERP)
Supply Chain Management (SCM)
Supply Chain Management (SCM)
• It is the process of overseeing and optimizing the flow of goods,
services, information, and finances across the entire network of
suppliers, manufacturers, distributors, retailers, and customers.
• The primary goal of SCM is to ensure that products are produced and
delivered to the right place, at the right time, and in the most
efficient and cost-effective manner.
• It comprises of a chain from SUPPLIER CUSTOMER
SCM Components
• Suppliers: These are the sources from which a company procures the raw
materials, components, or finished goods that are needed for production.
• Manufacturing/Production: This is where the raw materials and components are
transformed into finished goods through various processes.
• Distribution/Warehousing: Once the products are manufactured, they are stored
in warehouses and distribution centers until they are ready to be shipped to
customers.
• Logistics/Transportation: This involves the transportation of products from the
manufacturing or distribution centers to the retailers or directly to end
consumers.
• Retailers: These are the entities that sell products directly to consumers through
physical stores or online platforms.
• Customers: These are the end-users who purchase and use the products.
Key SCM Concepts
• Demand Forecasting: Predicting customer demand to ensure that the right
amount of products are produced or stocked.
• Inventory Management: Maintaining the optimal level of inventory to prevent
shortages or excess stock, minimizing carrying costs.
• Order Fulfillment: Efficiently processing and delivering customer orders to meet
their expectations.
• Supplier Relationship Management: Building strong relationships with suppliers to
ensure a steady and reliable supply of materials.
• Information Flow: Sharing timely and accurate information across the supply
chain to enable better decision-making.
• Risk Management: Identifying and mitigating potential disruptions in the supply
chain, such as natural disasters or geopolitical events.
• Sustainability and Ethics: Considering environmental and ethical factors in supply
chain decisions to promote responsible business practices.
• Remember, real-world supply chains can be much more complex and involve
multiple stages, intermediaries, and technologies to optimize the entire process.
SCM Softwares
• SAP Supply Chain Management • Microsoft Dynamics 365 Supply
• Oracle SCM Cloud Chain Management
• IBM Sterling Supply Chain Suite • Infor SCM
• Kinaxis RapidResponse • SAP Ariba
• JDA (Blue Yonder) Supply Chain • E2open
Management • PLEX
• Logility • Anaplan
• LLamasoft Supply Chain Guru
• Manhattan Associates • Details in Slide Notes Below
Customer Relationship Management
(CRM)
Customer Relationship Management (CRM)
• It refers to a set of strategies, processes, and technologies that
businesses use to manage and nurture their relationships with
existing and potential customers.
• The primary goal of CRM is to enhance customer satisfaction, and
retention, and ultimately, drive business growth by understanding
customer needs and delivering personalized experiences.
Key aspects of CRM
• Customer Data Centralization: CRM systems gather and store customer information such
as contact details, purchase history, preferences, and interactions. This centralized
database helps businesses have a comprehensive view of each customer.
• Sales Automation: CRM tools streamline sales processes by automating tasks like lead
management, opportunity tracking, and sales forecasting. This enables sales teams to
focus on building relationships and closing deals.
• Marketing Automation: CRM systems facilitate targeted marketing campaigns by
segmenting customers based on their preferences and behaviors. This helps businesses
deliver relevant messages and offers to different customer groups.
• Customer Service and Support: CRM systems help manage customer inquiries, complaints,
and requests. Support teams can access customer information quickly, leading to faster
and more personalized responses.
• Analytics and Reporting: CRM software provides insights into customer behavior, buying
patterns, and overall satisfaction. This data helps businesses make informed decisions to
improve products, services, and customer interactions.
Key aspects of CRM
• Contact Management: CRM platforms allow businesses to organize and maintain
a comprehensive contact list, ensuring accurate and up-to-date customer
information.
• Lead Management: CRM tools help track and manage leads throughout the sales
pipeline, from initial contact to conversion.
• Workflow Automation: Many CRM systems enable automation of routine tasks
and workflows, reducing manual work and increasing efficiency.
• Integration: CRM systems can integrate with other business tools such as email
marketing platforms, e-commerce platforms, and customer support software,
creating a unified view of customer interactions.
• Mobile Accessibility: Modern CRM systems often have mobile apps or responsive
interfaces, allowing sales and support teams to access customer information and
perform tasks on the go.
CRM
• Overall, CRM aims to create a customer-centric approach to business,
where interactions with customers are tailored, timely, and valuable.
• By effectively managing customer relationships,
• businesses can increase customer loyalty,
• improve customer retention rates,
• identify opportunities for cross-selling or upselling, and
• ultimately drive revenue growth.
CRM Softwares
• Popular CRM software options include
• Salesforce,
• Microsoft Dynamics 365,
• HubSpot CRM,
• Zoho CRM, and many others.
• The choice of CRM system depends on the specific needs of your
business, the size of your organization, and the features you require
to effectively manage customer relationships.
International
Information Systems,
DSS
International Information Systems (IIS)
• It refers to the interconnected and global network of
• information systems,
• technologies, and
• processes
• It enables the exchange, storage, processing, and management of
information across international borders.
• These systems play a crucial role in facilitating communication,
collaboration, and decision-making on a global scale.
• Key components of International Information Systems include:
IIS
• Key components of International Information Systems include:
• Global Communication Networks
• Cross-Border Data Exchange
• Multinational Corporations (MNCs)
• E-Government and Diplomacy
• Global Supply Chain Management
• Cultural and Language Considerations
• Cybersecurity and Data Privacy
• International Collaboration and Research
• International Trade and E-Commerce
• Crisis Management and Disaster Response
IIS - Summary
• International Information Systems form the backbone of
• modern global interactions,
• enabling communication,
• trade,
• diplomacy,
• research, and
• various other activities across international boundaries.
• As technology continues to evolve, the role of IIS in shaping our
interconnected world will likely become even more significant.
Business Analytics and
Business Intelligence
Business Analytics and Business Intelligence
Business Analytics and Business Intelligence
Knowledge Management
System
Knowledge Management System
• A Knowledge Management System (KMS) is a framework or set of
processes that helps organizations capture, store, organize, and
disseminate knowledge within their workforce.
• A KMS is a structured approach to capturing, organizing, and sharing
an organization's collective knowledge to enhance decision-making,
problem-solving, and innovation.
• Types of Knowledge: KMS deals with explicit knowledge (documented
information) and tacit knowledge (knowledge residing in people's
minds).
Knowledge Management System
• Knowledge Capture: KMS allows for the systematic capture of
knowledge through various means, such as documentation,
databases, interviews, surveys, and knowledge harvesting.
• Example: A company's engineers document best practices for
troubleshooting common technical issues and store them in a
knowledge base.
Knowledge Management System
• Knowledge Organization: KMS categorizes and organizes knowledge
for easy retrieval and use. This can involve taxonomies, tagging, and
metadata.
• Example: A law firm categorizes legal case studies based on practice
areas, jurisdictions, and client industries for easy reference.
• Knowledge Sharing: KMS facilitates knowledge sharing among
employees through tools like intranets, forums, wikis, and
collaborative platforms.
• Example: An online forum where IT professionals share solutions to
software problems they've encountered.
Knowledge Management System
• Knowledge Retrieval: KMS should provide quick and efficient retrieval
of knowledge when needed, often through search functionalities.
• Example: An employee searches for "customer onboarding process"
and finds a step-by-step guide.
• Continuous Updating: KMS requires regular updates to keep
knowledge current and relevant. Knowledge stewards or content
managers often oversee this.
• Example: An e-commerce company updates its product catalog with
new items and removes discontinued ones.
Knowledge Management System
• Expertise Location: KMS helps identify subject matter experts within
an organization, making it easier to connect employees with the right
expertise.
• Example: An employee searches for an expert in blockchain
technology and finds a colleague who specializes in it.
• Knowledge Transfer: KMS aids in transferring knowledge from
departing employees to new hires or colleagues to ensure the
continuity of critical knowledge.
• Example: A retiring project manager conducts knowledge transfer
sessions with their successor.
Knowledge Management System
• Performance Improvement: KMS can lead to better decision-making,
increased productivity, reduced errors, and improved innovation by
providing access to relevant knowledge.
• Example: A manufacturing company uses historical data and best
practices stored in the KMS to optimize production processes,
reducing defects.
• Security and Privacy: KMS should incorporate security measures to
protect sensitive information and ensure privacy compliance.
• Example: Healthcare organizations must implement strict access
controls in their KMS to safeguard patient records.
Knowledge Management System
• Measuring Success: Organizations should establish key performance
indicators (KPIs) to evaluate the effectiveness of their KMS, such as
knowledge usage, user satisfaction, and impact on decision-making.
• Example: An organization tracks the number of times knowledge
articles are accessed and user feedback to assess the KMS's success.
• Integration with other Systems: KMS often integrates with other
business systems like CRM, ERP, and project management tools to
provide seamless access to knowledge.
• Example: A customer support team can access customer information
stored in the CRM system directly from the KMS.
Knowledge Management System
• Scalability and Flexibility: KMS should be able to adapt to the evolving
needs of the organization and scale as knowledge grows.
• Example: A startup's KMS initially focuses on basic product
documentation but expands to include customer support materials as
the company grows.
• Cultural Change: Implementing a KMS may require a cultural shift
towards knowledge sharing and collaboration within the
organization.
• Example: A traditionally hierarchical organization encourages
employees to share knowledge openly and rewards those who
contribute to the KMS.
Knowledge Management System
• Knowledge Management System is a strategic tool for organizations
to harness and leverage their knowledge assets for better
decision-making, increased innovation, and improved performance.
• It encompasses various processes and technologies to facilitate
knowledge capture, organization, sharing, and utilization.
• Successful KMS implementation can lead to significant benefits for
organizations across various industries.
Online Transaction
Processing
Online Transaction Processing
• Online analytical processing (OLAP) and online transaction processing
(OLTP) are two different data processing systems designed for
different purposes.
• OLAP is optimized for complex data analysis and reporting, while
• OLTP is optimized for transactional processing and real-time updates.
Online Analytical
Processing
Online Analytical Processing
Robotic Process
Automation
 Robotic
Process
Automation
Optical Character Recognition
Optical
Character
Recognition
Optical
Character
Recognition