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How do enterprise applications, collaboration and communication systems, and intranets improve organ






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1.How do enterprise applications, collaboration and communication systems, and intranets
improve organizational performance?
Explain how enterprise applications improve organizational performance.
An organization operates in an ever-increasing competitive and global environment. The
successful organization focuses on the efficient execution of its processes, customer service,
and speed to market. Enterprise applications provide an organization with a consolidated
view of its operations across different functions, levels, and business units. Enterprise
applications allow an organization to efficiently exchange information among its functional
areas, business units, suppliers, and customers.
Define enterprise systems and describe how they change the way an organization
Enterprise systems integrate the key business processes of an organization into a single
central data repository. This makes it possible for information that was previously fragmented
in different systems to be shared across the firm and for different parts of the business to
work more closely together.
This changes the work flow of an organization:
Information flows seamlessly throughout an organization, improving coordination,
efficiency, and decision making.
Gives companies the flexibility to respond rapidly to customer requests while
producing and stocking only that inventory necessary to fulfill existing orders.
Increases customer satisfaction by improving product shipments, minimizing costs, and
improving a firm’s performance.
Improves decision making by improving the quality of information for all levels of
management. That leads to better analyses of overall business performance, more
accurate sales and production forecasts, and higher profitability.
Define supply chain management systems and describe how they benefit businesses.
In short, supply chain management systems help businesses better manage relationships with
their suppliers. Objective of SCM: get the right amount of products from the companies’
source to their point of consumption with the least amount of time and with the lowest cost.
SCM provide information to help suppliers, purchasing firms, distributors, and logistics
companies share information about orders, production, inventory levels, and delivery of
products and services so that they can source, produce, and deliver goods and services
efficiently. SCM helps organizations achieve great efficiencies by automating parts of these
processes or by helping organizations rethink and streamline these processes. SCM is
important to a business because through its efficiency it can coordinate, schedule, and control
the delivery of products and services to customers.
Business benefits include: (Table 2.5)
Decide when and what to produce, store, and move

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Rapidly communicate orders
Track the status of orders
Check inventory availability and monitor inventory levels
Reduce inventory, transportation, and warehousing costs
Track shipments
Plan production based on actual customer demand
Rapidly communicate changes in product design
Define customer relationship management systems and describe how they benefit
Customer relationship management systems enable a business to better manage its
relationships with existing and potential customers. With the growth of the Web, potential
customers can easily comparison shop for retail and wholesale goods and even raw materials,
so treating customers better has become very important.
Business benefits include:
CRM systems provide information to coordinate all the business processes that deal
with customers in sales, marketing, and service to optimize revenue, customer
satisfaction, and customer retention. This information helps firms identify, attract, and
retain the most profitable customers; provide better service to existing customers; and
increase sales.
CRM systems consolidate customer data from multiple sources and provide analytical
tools for answering questions such as: What is the value of a particular customer to the
firm over his/her lifetime?
CRM tools integrate a business’s customer-related processes and consolidate customer
information from multiple communication channels, giving the customer a consolidated
view of the company.
Detailed and accurate knowledge of customers and their preferences helps firms
increase the effectiveness of their marketing campaigns and provide higher-quality
customer service and support.
Describe the role of knowledge management systems in the enterprise.
Knowledge management systems enable organizations to better manage processes for
capturing and applying knowledge and expertise. These systems collect all relevant
knowledge and experience in the firm, and make it available wherever and whenever it is
needed to improve business processes and management decisions. They also link the firm to
external sources of knowledge.
KMS support processes for acquiring, storing, distributing, and applying knowledge, as
well as processes for creating new knowledge and integrating it into the organization.
KMS include enterprise-wide systems for managing and distributing documents,
graphics, and other digital knowledge objects; systems for creating corporate
knowledge directories of employees with special areas of expertise; office systems for

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distributing knowledge and information; and knowledge work systems to facilitate
knowledge creation.
KMS use intelligent techniques that codify knowledge and experience for use by other
members of the organization and tools for knowledge discovery that recognize patterns
and important relationships in large pools of data.
List and describe the various types of collaboration and communication systems.
In an increasingly globalized economy, more jobs are becoming “interaction” jobs. These
kinds of jobs require face-to-face interaction with other employees, managers, vendors, and
customers. They require systems that allow the interaction workers to communicate,
collaborate and share ides. Enterprise-wide information systems businesses can use to for
interaction jobs include:
Internet-based collaboration environments like Lotus Notes, Groove, and WebEx
provide online storage space for documents, team communications (separated from
email), calendars, and audio-visual tools members can use to meet face-to-face.
Email and Instant Messaging (IM) are still reliable methods for communicating
whenever and wherever around the globe.
Cell phones and wireless handhelds give professionals and other employees an easy
way to talk with one another, with customers and vendors, and with managers. These
devices have grown exponentially in sheer numbers and in applications available.
Social networking is no longer just “social.” Businesses are realizing the value of
providing easy ways for interaction workers to share ideas and collaborate with each
Wikis are ideal tools for storing and sharing company knowledge and insights. They
are often easier to use and cheaper than more proprietary knowledge management
systems. They also provide a more dynamic and current repository of knowledge than
other systems.
Explain how intranets and extranets help firms integrate information and business
Because intranets and extranets share the same technology and software platforms as the
Internet, they are easy and inexpensive ways for companies to increase integration and
expedite the flow of information within the company (intranets alone) and with customers
and suppliers (extranets). They provide ways to distribute information and store corporate
policies, programs, and data. Both types of nets can be customized by users and provide a
single point of access to information from several different systems. Businesses can connect
the nets to transaction processing systems easily and quickly. Interfaces between the nets and
TPS, MIS, DSS, and ESS systems provide input and output for users.

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This is great! Exactly what I wanted.