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information technology management
Information Technology For Management Transforming Business In The Digital Economy 3rd Edition Efraim Turban Ephraim McLean James Wetherbe - Solutions
Read the opening case and answer the followinga. The company business is not to make the product, but “to sell the product.” Explain this statement,b. Why was it necessary to use IT to support the change?c. Identify all the segments of the supply chain.d. Identity all supporting information
Kozmo.com was a company that rented videos and delivered them to customers within 30 to 60 minutes. Find out what you can about why it failed. Was there a problem with the company’s order-fulfillment promises?Were there any drawbacks in Kozmo’s alliances with Starbucks and Amazon.com? Explain.
Examine the functionalities of ERP software from SAP or other vendors.
Automated warehouses play a major role in B2C and mail order fulfillment. Find material on how they operate.(Use google.com and findarticles.com for more information.)Try to find information about Lands’ End’s warehouse.
Enter supplychain.aberdeen.com and observe its “online supply chain community”. Most of the information there is free. Prepare an outline of the major resources available in the site.
Draw the supply chain of Lego (see additional description at lego.com). Include at least two countries.
Draw the supply chains of Warner-Lambert (Pfizer) and Dell Computer (see Online Minicase 8.1). What are the similarities? The differences?
Draw the supply chain of the Davis & Warshow plumbing parts business (Online File W8.6). Show the use of IT in various places of the chain.
Explain the bullwhip effect. In which type of business it is likely to occur most? How can the effect be controlled?
It is said that supply chains are essentially “a series of linked suppliers and customers; every customer is in turn a supplier to the next downstream organization, until the ultimate end-user.” Explain. Use a diagram to make your point.
Discuss the meaning of the word intelligence in the term supply chain intelligence.
Explain why UPS defines itself as a “technology company with trucks” rather than a “trucking company with technology.”
Discuss the problem of reverse logistics in EC. What kind of companies may suffer the most? (View some solutions offered by FedEx.)
The normal way to collect fees from travelers on expressways is to use tollbooths. Automatic coin-collecting baskets can expedite the process, but do not eliminate the long waiting lines during rush hours. About 80 percent of the travelers are frequent users of the expressways near their homes. The
Find examples of how organizations improve their supply chains in two of the following: manufacturing, hospitals, retailing, education, construction, agribusiness, shipping.
Discuss how cooperation between a company that you are familiar with and its suppliers can reduce inventory cost.
Compare MRP to MRP II to ERP.
Relate ERP to software integration.
Discuss what it would be like if the registration process and class scheduling process at your college or university were restructured to an online, real-time, seamless basis with good connectivity and good empowerment in the organization. (If your registration is already online, find another
It is said that SCM software created more changes in logistics than 100 years of continuous improvement did. Discuss.
Distinguish between ERP and SCM software. In what ways do they complement each other?
Discuss the Warner-Lambert (Pfizer) Listerine case, and prepare a chart of the product’s supply chain.
Relate the concepts of supply chain and its management to Porter’s value chain and value system model.
Identify the supply chain(s) and the flow of information described in the opening case.
Describe a global supply chain and some difficulties in going global.
Describe the major SRM activities according to the PeopleSoft model.
Define PRM and SRM.
Describe some solutions to the order fulfillment problem.
Define reverse logistics.
List the major difficulties of order fulfillment in EC.
Define order fulfillment in EC.
How can integration can solve supply chain problems?
Define ERP and describe its major characteristics.
Describe SCM software
Define MRP and MRP II.
Describe some solutions to supply chain problems.
Describe the bullwhip effect.
What is an e-supply chain?
Describe the components of a supply chain.
Define supply chain and supply chain management(SCM).
Examine the metrics that QVC uses to measure customer service. Can the company be successful by ignoring the productivity measures used before?
QVC said that the key for its success is customer trust.Explain why.
Enter the chat room and the bulletin board. What is the general mood of the participants? Are they happy with QVC? Why or why not?
List the advantages of buying online vs. buying over the phone after watching QVC. What are the disadvantages?
What is the advantage of having customers chat live online?
Visit the CRM learning center at darwinmag.com/learn/crm, and identify some CRM activities not cited in this case that QVC may consider to further increase customer loyalty. Is any of the activities cited in this chapter applicable?
Enter qvc.com and identify actions that the company does to increase trust in its e-business. Also, look at all customer-service activities. List as many as you can find.
Barbara is interested in the potential of CRM to better understand customers’ needs and serve repeat customers.You are unsure of the privacy and security issues and wonder if they outweigh the potential for personalization.Discuss the pros and cons of using CRM to better know TWC’s customers.
The host/hostess is the first point of contact customers have upon coming to TWC. In addition to welcoming the customers, he/she manages the table assignments, making sure that there is adequate waitstaff coverage as well as efficient table turnover. The host/hostess is a key figure in efficient
Describe in detail the information used in one back-ofthe-house transaction.
Describe TWC’s value chain. What are some transactions that take place along this value chain?
Another new product of Lawson is Services Automation.Would you recommend it to Dollar General? Why or why not.
Lawson Software Smart Notification Software (lawson.com) is being considered by Dollar General. Find information about the software and write an opinion for adoption or rejection.
Does it make sense to add a CRM module, or to keep CRM applications in a separate system?
The new system cost several million dollars. Why, in your opinion, was it necessary to install it?
Explain why the old, nonintegrated functional system created problems for the company. Be specific.
Enter sage.com/solutions/solutions.htm. Identify functional software, CRM software, and e-business software products. Are these stand-alone, or integrated?Explain.
Enter microsoft.com/businessSolutions/Solomon/default.mspx.View three of the demos in different functional areas of your choice. Prepare a report on the capabilities.
Enter anntaylor.com and identify the customer services activities.
Enter siebel.com. View the demo on e-business. Identify all e-business–related initiatives. Why is the company considered as the leader of CRM software?
Enter saleforce.com and take the quick tour. Review some of their products that support sale people in the field. What do they offer for CRM? Write a report.
Enter teknowledge.com and review the products that help with online training. What are the most attractive features of these products?
Surf the Internet and find information from three vendors on sales-force automation (try sybase.com first).Prepare a report on the state of the art.
Examine the capabilities of the following financial software packages: Comshare MPC (from Comshare), Financial Analyzer (from Oracle), and CFO Vision (from SAS Institute). Prepare a report comparing the capabilities of the software packages.
Enter the Web site peoplesoft.com and identify products and services in the area of integrated software. E-mail People-Soft to find out whether its product can fit the organization where you work or one with which you are familiar.
Enter the Web sites tps.com and nonstop.compaq.com, and find information about software products available from those sites. Identify the software that allows Internet transaction processing. Prepare a report about the benefits of the products identified.
Finding a job on the Internet is challenging; there are almost too many places to look. Visit the following sites: headhunter.net, careermag.com, hotjobs.com, jobcenter.com, and monster.com. What do these sites provide you as a job seeker?
Enter the site of Federal Express (fedex.com) and learn how to ship a package, track the status of a package, and calculate its cost. Comment on your experience.
Surf the Net and find free accounting software (try shareware.cnet.com, clarisys.ca/free, rkom.com.free, tucows.com, passthe shareware.com, and freeware-guide.com).Download the software and try it. Write a report on your findings.
Create groups to investigate the major CRM software vendors, their products, and the capabilities of those products in the following categories (each group represents a topical area or several companies):● Sales force automation (Oracle, Onyx, Siebel, Saleslogix, Pivotal)● Call centers
Each group investigates an HRM software vendor (Oracle, Peoplesoft, SAP, Lawson Software). The group prepares a list of all HRM functionalities supported by the software. Then the groups make a presentation to convince the class that its vendor is the best.
The class is divided into groups of four. Each group member represents a major functional area: production/operations management, sales/marketing, accounting/finance, and human resources. Find and describe several examples of processes that require the integration of functional information systems
Each group should visit (or investigate) a large company in a different industry and identify its channel systems.Prepare a diagram that shows the seven components in Figure 7.7. Then find how IT supports each of those components. Finally, suggest improvements in the existing channel system that
Enter resumix.com. Take the demo. Prepare a list of all the product’s capabilities.
Argot International (a fictitious name) is a mediumsized company in Peoria, Illinois, with about 2,000 employees.The company manufactures special machines for farms and food-processing plants, buying materials and components from about 150 vendors in six different countries. It also buys special
The chart shown in Figure 7.4 portrays the flow of routine activities in a typical manufacturing organization.Explain in what areas IT can be most valuable.
Compare the way Dartmouth Medical integrates its applications with integration via ERP software such as SAP~R3. Why might the latter not be appropriate for a medical center?
Discuss the approaches and reasons for integrating front office with back office.
Discuss the need for application integration and the difficulty of doing it.
Discuss why Web-based call centers are critical for a successful CRM.
Discuss the justification issues of CRM. What are metrics for? (See Minicase 2 and Online File W7.17.)
Geographical information systems are playing an important role in supporting marketing and sales. Provide some examples not discussed in the text. (See Chapter 11.)
Discuss the benefits of self-service online by employees and customers. How can these activities be facilitated by IT?
Discuss the role IT plays in support of auditing.
Describe the benefits of an accounting integrated software such as MAS 90; compare it to MAS 2000.
Compare bill presentment to check re-presentment.How are they facilitated by IT?
Why is risk management important, and how can it be enhanced by IT?
What is the role of software in PLM? Can PLM be done manually?
Geographical information systems are playing an important role in supporting marketing and sales. Provide some examples not discussed in the text.
Marketing databases play a major role in channel systems.Why?
Describe how IT can enhance mass customization.
Why are information systems critical to sales-order processing?
Explain how Web applications can make the customer king/queen.
Describe the role of computers in CIM.
The Japanese implemented JIT for many years without computers. Discuss some elements of JIT, and comment on the potential benefits of computerization.
It is said that in order to be used successfully, MRP must be computerized. Why?
Discuss the benefits of Web-based TPS.
Which functional areas are related to payroll, and how does the relevant information flow?
Why are transaction processing systems a major target for restructuring?
Describe the need for application integration.
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