Enterprise Systems
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Lecture delivered by Marlon Dumas for the course Introduction to Informatics at University of Tartu on 15 October 2020. The lecture gives an overview of different types of enterprise systems (e.g. ERP, CRM, ECM systems, etc,.) and some of the main their functions covered by each of these systems.
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Enterprise Systems
- 1. Enterprise Systems Marlon Dumas Professor of Information Systems @ University of Tartu Co-founder @ Apromore
- 2. Introduction Companies use many different types of software to run their day-to-day operations A software that records transactions and digital content in order to enable workers and managers to run a company smoothly is called an enterprise software system (or enterprise system) 2
- 3. 3
- 4. Obtain PO confirm. Prepare shipment Schedule delivery Issue invoice Check Invoice Load truck Check & confirm PO Notify shipment Unload truck Package products Issue delivery receipt Request PO change Match incoming payment Schedule payment 4 Issue Credit Note Submit complaint to supplier Renegotiate supplier contract Source: Metcash
- 5. Enterprise Suppliers & Partners Customers Inventory & Materials Collaboration & Org Memory Financial Resources Infrastructure & Assets Human Resources An enterprise in a nutshell
- 6. Enterprise Suppliers & Partners Customers Inventory & Materials Collaboration & Org Memory Financial Resources Infrastructure & Assets Human Resources Categories of enterprise systems Supplier Relationship Management (SCM) Customer Relationship Management (CRM) Enterprise Resource Planning (ERP) system Enterprise Content Management (ECM)
- 7. Functions of a CRM System 7 Source: O’Brien, James. Introduction to Information Systems, 12e, 2005 Marketing Customer Service and Support Retention and Loyalty Management Account Management Sales Campaigns Leads / Prospects Deals / Sales Customer requests/tickets
- 8. Examples of CRM systems • Odoo CRM • Hubspot • Pipedrive • Salesforce • Microsoft Dynamics CRM • SAP CRM (part of SAP Suite) • Oracle CRM (part of Oracle E-Business Suite) 8
- 9. Functions of an ERP System 9 Production Planning Integrated Logistics Accounting and Finance Human Resources Sales, Distribution, Order Management Customers, Employees, Products, Materials, Assets, Suppliers Source: O’Brien, James. Introduction to Information Systems, 12e, 2005
- 10. Examples of ERP systems • Odoo • Compiere • Erply • proALPHA • Ramco ERP • MS Dynamics for Finance and Operations • SAP ERP (in various variants) • Oracle ERP (in various variants) 10
- 11. Functions of an SCM System 11 Source: O’Brien, James. Introduction to Information Systems, 12e, 2005 Strategic Sourcing and Procurement Forecast and Demand Planning Shipment/delivery tracking Distribution Network and Warehouse Operations Transportation and Shipment Management Production Logistics
- 12. Examples of SCM systems • e2open • Infor SCM • Epicor SCM • MS Dynamics SCM • SAP SCM • Oracle SCM 12
- 13. Functions of an ECM System 13 Capture documents Share and publish documents/content Retrieve documents/content Automate document-driven processes Store documents/content Secure documents Also known as Document Management Systems (DMS)
- 14. Examples of ECM systems • Alfresco • Drupal • OpenText Documentum • Zoho docs • Laserfiche • MS Sharepoint • IBM Filenet • Oracle ECM Note: Not included here are Web Content Management Systems (e.g. Wordpress, Joomla) meant specifically for Web publishing. 14
- 15. Functionally specialized systems • Accounting software (focused on financials) • Xero, Quickbooks, Simplbooks, Merit … • Project management software • Scoro, Trello, Jira, Asana, MS Project, Oracle Primavera, etc. • Team collaboration software • Slack, MS Teams, … • Helpdesk software • ServiceNow, JIRA Helpdesk, … • Talent management software (specialized in HR) • Asset management software • Facility management software • … 15
- 16. Vertically specialized systems • Insurance policy management • Guidewire • Electronic Medical Records (EMR) software • Raintree, Epic … • Learning Management System (LMS) • Moodle, Blackboard, Canvas, … • Freight management • Sixfold, … • Hotel Management System • … 16
- 17. Summary Software has eaten the enterprise 17
Editor's Notes
- Image from: http://commons.wikimedia.org/wiki/File:Metcash_Distribution_Centre_in_Eastern_Creek.jpg By Bidgee (Own work) [CC BY-SA 3.0 (http://creativecommons.org/licenses/by-sa/3.0)], via Wikimedia Commons All work in a company is part of something larger Modern orgs are to say the least complex structures: through X-ray we see different people interacting with machines, IT systems etc. The defyning trait of a modern organization is the last amount of activities that an organization performs. Let’s consider a distribution center of a whole sellers: buys supplies from producers, stores in warehouses and distribution centers and sells and delivers to grocery stores
- Looking at the activities individually is not going to help us conceptualize and manage the complexity of an organization. BPs add structure to this. To understand what a BP is, it helps see an organization as a system supported by IT and be organized in functions: e.g. accounts payable (paying money to suppliers, e.g. checking, accepting and rejecting invoices, making payments etc.), accounts receivable (everything to collect money: getting money, matching them with invoices) in a whole seller org we will have warehouse… etc., However an organization is more complex than that. It includes assets and partners…. Ultimately an organization is about satisfying a customer or set of customers, e.g. retailers for whole sellers. Talk about value and spanning different org. functions It may appear from the previous examples that orgs perform random sets of activities. However this is not the case. Any organization can be seen as a system where work is performed along a number of business processes. A process is triggered by a need from someone (the process customer) and ending with an outcome that is of value to the customer. It involves activities (functions) performed by several stakeholders…
- Looking at the activities individually is not going to help us conceptualize and manage the complexity of an organization. BPs add structure to this. To understand what a BP is, it helps see an organization as a system supported by IT and be organized in functions: e.g. accounts payable (paying money to suppliers, e.g. checking, accepting and rejecting invoices, making payments etc.), accounts receivable (everything to collect money: getting money, matching them with invoices) in a whole seller org we will have warehouse… etc., However an organization is more complex than that. It includes assets and partners…. Ultimately an organization is about satisfying a customer or set of customers, e.g. retailers for whole sellers. Talk about value and spanning different org. functions It may appear from the previous examples that orgs perform random sets of activities. However this is not the case. Any organization can be seen as a system where work is performed along a number of business processes. A process is triggered by a need from someone (the process customer) and ending with an outcome that is of value to the customer. It involves activities (functions) performed by several stakeholders…