cHaPtEr 12

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INTEGRATING THE ORGANIZATION FROM END TO END-ENTERPRISE RESOURCES PLANNING

1.How did ERP help improve business operations at SHELL?

• The use such a system is a necessity in helping the company integrate and manage its daily operation-operation that span from wells and mines to processing plants , to oil  trucks and gas pumps.For example the ERP system has helped the company immensely in terms of reducing and streamlining the highly manual process of third-party contractors submitting repair information and invoices.On average there are between 2500 and 4000 service orders handled by these contractors per month on a nationwide basis.

2.How could extended ERP  components help improve business operation at SHELL?

• contractor had to send shell Canada monthly summarized invoices that listed maintenance calls the contractors made at various shell gas online stations.

3.What advice would you give shell it if decide to choose a different ErP software solution?

• I think the shell no used the other erp system because erp system is the good system when the customer click the information about erp the everything about shell will be out with detail so customer can know about shell easily.

4.How can integrating SCM , CRM and ERP help improve business operation at shell?

• are the backbone of business.This item very important in operation at shell because from this shell can improve their organization for more good in industry and more success. Integrating of these application  is the key to success for many companies . Itegrations allows the unlocking of information to make it available any user.

cHaPteR 11

 . . . aSsAlAmUaLaIkUm . . .

OPENING CASE

1. Why is it important for any company to use CRM strategics to manage 

    customer information?

• will provide better customer service.
• it will increase customers cost revenue.
• customer can make call centers more efficient.
• it will help sales staff close deals faster with customers.
• company will identify cross sell products more effectively. 

2. If the virtual world is the first point of contact between a company and its customers 

    how might that transform the entire shopping experience?

 IT WILL BE POSITIVE AND NEGATIVE EFFECT OF BOTH PARTIES

POSITIVE SIDES

• IT MORE EASY  TO MAKE CONVERSATION AND TRANSACTION
• THE COMMUNICATION WILL BE MORE EFFECTIVE BECAUSE CUSTOMER CAN FACE TO FACE  WITH SELLER.
• THE CUSTOMER CAN GIVE COMMENTS OR CRITIC IN FRONT OF THE VIRTUAL TOOLS

NEGATIVE SIDES 

 

• HIGHER COST IN MAINTENANCE.
• CUSTOMER DID NOT KNOW ABOUT  THE ACTUAL PRODUCT
• IT WILL HARD FOR CUSTOMER TO COMMUNICATE IF THE MACHINE IN TECHNICAL PROBLEM

 

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Supply Chain 

Management 

Learning Outcomes

List and describe the components of a typical supply chain

• Supplier’s Supplier
• Supplier
• Manufacturer
• Distributor 
• Retailer
• Customer
• Customer’s customer

Define the relationship between decision making and supply chain management

SCM enhances decision making. Collecting, analyzing, and distributing transactional information to all relevant parties, SCM systems help all the different entities in the supply chain work together more effectively. SCM systems provide dynamic holistic views of organizations.  Users can “drill down” into detailed analyses of supply chain activities in a process analogous to DSS. Without SCM systems, organizations would be unable to make accurate and timely decisions regarding their supply chain.

Describe the four changes resulting from advances in IT that are driving supply chains

Although people have been talking about the integrated supply chain for a long time, it has only been recently that advances in information technology have made it possible to bring the idea to life and truly integrate the supply chain. Visibility, consumer behaviour  competition, and speed are a few of the changes resulting from advances in information technology that are driving supply chains.

Summarize the best practices for implementing a successful supply chain management system.

The following are the SCM industry best practices: 

Make the sale to suppliers - A large part of any SCM system extends beyond the organization to the suppliers.  Since the organization has very little control over anything external to itself, these pieces are typically the most complicated.Be sure suppliers are on board with the benefits that the SCM system will provide to ease SCM implementation difficulties.

When employees off traditional business practices - If the organization cannot convince people that using the SCM software is worthwhile, the employees will probably find a way around using the software.

Ensure the SCM system supports the organizational goals - Be sure to select SCM software that supports organizational goals and strategies.

Deploy in Incremental phases and measure anD communicate success - Designing the deployment of the SCM system in incremental phases is the most successful deployment method.The BIG BANG approach – implementing everything at once – fails 90 percent of the time.Be future oriented - An SCM system, like all systems, must scale to meet future demands.

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. . . DECISSION MAKING . . .

Categories of Artificial Intelligence systems are:

EXPERT SYSTEM 

in the financial field is expert system for mortgages.. Loan departments are interested in expert systems for mortgages because of the growing cost of labour, which makes the handling and acceptance of relatively small loans less profitable. They also see a possibility for standardized, efficient handling of mortgages loan by applying expert systems, appreciating that for the acceptance of mortgages there are hard and fast rules which do not always exist with other types of loans.

NEURAL NETWORKS

 

Consider a real estate appraiser whose job is to predict the sale price of residential houses. As with the Bank Loans example, the input pattern consists of a group of numbers.For example,number of bedrooms, number of stories, floor area, age of construction, neighbourhood prices, size of lot, and distance to schools. This problem is similar to the Bank Loans example, because it has many non-linearities, and is subject to millions of possible inputs patterns. The difference here is that the output prediction will consist of a calculated value the selling price of the house. It is possible to train the neural network to simulate the opinion of an expert appraiser, or to predict the actual selling price. 

INTELLIGENT AGENTS

 

is an autonomous entity which observes through sensors and acts upon an environment using actuators  and directs its activity towards achieving goals . Intelligent agents may also learn or use knowledge to achieve their goals. They may be very simple or very complex, a reflex machine such as a thermostat is an intelligent agent, as is a human being, as is a community of human beings working together towards a goal.

 

 

GENETIC ALGORITHMS

 

An artificial intelligent system that mimics the evolutionary, survival-of-the-fittest process to generate increasingly better solutions to a problem.It essentially an optimizing system, it finds the combination of inputs that give the best outputs.Useful when search space very large or too complex for analytic treatment.In each iteration (generation) possible solutions or individuals represented as strings of numbers.

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ESSING ORGANIZATIONAL INFORMATION-DATA WAREHOUSE

ACC

1.     Describe the roles purpose of data warehouse and date marts in an organization

Data warehouse is a logical collection of information gathered from many different operational databases that support business analysis and decision-making tasks.

Data marts-contains a subset of date warehouse information

2.     Compare the multidimensional nature of data warehouse with the two-dimensional nature of databases

Data base contain information in a series of two dimensional tables which means that you can only ever view two dimensional of information at one time.In a database warehouse and data marts information is multidimensional it contains layers of columns and rows.Each layer in a data warehouse or data marts represents information according to an additional dimension.Dimensions could such things as products,promotion,stores,category,region.stock price,date,time and even the weather.The ability to look information from different dimensions can add tremendous business insight.

3.     Identify the importance of ensuring the cleanliness of information throughout an organization

Maintain high quality data in the data warehouse.a process that weeds out and fixes or discards inconsistent,incorrect,or incomplete information,contact information in an operational system,standardizing customer name from operational system,information cleansing activities and accurate and complete information quality management.

4.     Explain the relationship between business intelligence and data warehouse

Business intelligence is the information that people use to support their decision-making efforts.

Data warehouse a logical collection of information-gathered from many different operational databases-that supports business analysis activities and decision-making tasks.

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1.Describe two primary method of integrating information across multiple database? 

The primary method integrating information across multiple database is a forward integration takes information entered into a given system and sends it automatically to all downstream systems and process.Secondly,a backward integration takes information to all downstream systems and process.
 
2.Describe the benefit of data-driven web site ?

The benefits of data driven web site is to allow the website owner to make changes any time,a status website requires a programmer to make updates.It useful to when site offers a great deal of information,products,or services.A static website requires a programmer to make updates.This adds an unnecessary layer between the business and its web content,which can lead to misunderstandings and slow turn a round and desired changes.

 3.Define the fundamental concept of the rational database model?

fundamental concept of rational database model have two types firstly entities and attributes.Entities in the rational database model is the person ,place,thing,transaction or event about which information is stored.Attributes also called fields or columns are characteristic or properties of an entity class.Secondly keys and relationships.

4.Evaluate the advantages of the rational database model?

Firstly increase flexibility.increased scalability and performance. It database tend to mirror bushiness structures  ad good database can handle changes quickly and easily.It reduced information redundancy.Redundancy is the duplication of information,or storing the same information in multiple places.Besides that, increased information integrity(quality) and increased information security.

5.Compare operational integrity constraints and business-critical integrity constraints?

Operational integrity constraints are rules that enforce basic and fundamental information-based  constraints and Business-critical integrity constraints are rules that enforce rules vital to an organization success and often require more insight and knowledge than operational integrity constraints.

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oRgAnIzAtIoNaL sTrUcTuRe ThAt SuPpOrT sTrAtEgIc InItIaTiVeS

Diffentiation between :

• chief information officer (CIO)  

• chief technology officer (CTO) 

• chief security officer (CSO) 

• chief privacy officer (CPO) 

• chief knowledge officer (CKO)

CHIEF INFORMATION OFFICER (CIO)

• responsible for overseeing all uses of information technology and ensuring the strategic alignment of IT with business goals  and objective. The CIO often report directly to the CEO. CIO must process a solid and detailed understading of every aspect of an organization coupled with tremendous insight into the capability of IT.
• ensure the delivery of all T projects on time and within budget.
• ensure the strategic vision of IT is in line with the strategic vision of the organization.
• advocate and communicate the IT strategy by building and maintain strong executive relationship. 

CHIEF TECHNOLOGY OFFICER(CTO)

• Develop and approve the DISA net-centricity and IP convergence strategy.
• Review and approve detailed net-centricity and IP convergence plans developed by Program and Service Managers.
• Conduct technical reviews of all solutions, products and services to determine compliance with overall DISA strategy and evaluate soundness of technical approach.  Provide recommendations as required to appropriate DISA leadership.
• Conduct technical reconnaissance to identify and recommend innovative engineering techniques, technologies, and products that may be of use to DISA.
• Represent DISA at senior level technical exchanges, conferences, panels, etc.
• Advise the Director and Vice-Director on all aspects of technology relevant to DISA efforts.
• Approve all technical standards leaving DISA and oversee all standards development.
• In conjunction with CAE, AFE, and SPI, conduct end-to-end reviews of all solutions, programs (how programs fit together), and services, ensuring all are consistent with GIG architecture and standards.
• Exercise governance over Joint Capability Technology Demonstrations and other technology innovation initiatives.
• Guide, direct and lead the Chief Engineers Panel.
• Work in conjunction with the Technical Director for Global NetOps to ensure the technical soundness of global NetOps systems and solutions.
• responsible for ensuring the throughput,speed,accurancy,availability and reliability of an orgaization information technology 
• CTO process well-rounded knowledge knowledge of all aspect of IT  including hardware,software and telecommunications.

CHIEF SECURITY OFFICER (CSO)

• Ensuring the confidentiality of sensitive information processed by, stored in, and moved through information systems and applications belonging to the enterprise. Examples of sensitive information processed by enterprise include personally identifiable information and other Privacy Act protected records; pre-release economic statistics; information provided by companies and individuals under the assumption of confidentiality; and pre-award contract financial information.
• Ensuring the integrity of the enterprise information such that decisions and actions taken based upon the data processed by, stored in, and moved through enterprise information systems can be made with the assurance that the information has not been manipulated, the information is not subject to repudiation, the source of the changes to information can be determined as best as possible.
• Ensuring the availability of the enterprise information systems and applications during routine operations and in crisis situations to support the enterprise Mission.
• responsibility for ensuring and developing strategic and IT safeguards against attacks from hackers and viruses.
• CSO posess detailed knowledge of networks and telecommunication because hackers and viruses usually find their way into IT system through networked computers.

CHIEF PRIVACY OFFICER (CPO)

• responsibility for ensuring the ethical and legal use of information within an organization
• CPO are the newest senior executive position in IT.
• lawyers traning enabling them o understand the often complex legal issues surrounding the use of information.

CHIEF KNOWLEDGE OFFICER (CKO)

• responsible for collecting ,mainting and dstributing the organization knowledge.
• CKO desigs programs and system that make it easy for people to reuse knowledge.
• can contribute directly to the organization bottom line by reducing the learning curve for new employees or employees taking on new roles.