Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Ivan Diryana, ST., MT

Enterprise System

ENTERPRISE SOFTWARE Enterprise software dibangun berdasarkan ribuan proses bisnis yang telah terdefinisi sehingga mencerminkan best practices Leading enterprise software vendors include SAP, Oracle (with its acquisition PeopleSoft) Infor Global Solutions, and Microsoft.

BUSINESS VALUE OF ENTERPRISE SYSTEMS Memberikan value dengan meningkatkan efisiensi operasional dan memberikan informasi yang banyak untuk membantu manajer membuat keputusan. Coca Cola, for instance, implemented a SAP enterprise system to standardize and coordinate important business processes in 200 countries. Enterprise systems membantu perusahaan agar dapat menanggapi permintaan konsumen mengenai informasi atau produk dengan cepat

SUPPLY CHAIN MANAGEMENT SYSTEMS Rantai pasok adalah jaringan organisasi-organisasi dan proses bisnis untuk memperoleh bahan baku, mengolah material tersebut menjadi intermediate dan produk akhir, kemudian mendistribusikan produk akhir ke konsumen

SUPPLY CHAIN MANAGEMENT SOFTWARE Sistem perencanaan rantai pasok memungkinkan perusahaan untuk memodelkan rantai pasok yang ada, melakukan peramalan permintaan, dan membangun perencanaan yang optimal dalam memperoleh sumber daya dan manufaktur. Manugistics and i2 Technologies (both acquired by JDA Software) are major supply chain management software vendors, and enterprise software vendors SAP and Oracle-PeopleSoft offer supply chain management modules.

Sistem eksekusi rantai pasok mengatur arus produksi yang melalui distribusi dan gudang sehingga dapat menjamin produk dikirimkan ke lokasi yang tepat dengan cara yang efisien. Haworth Incorporated’s Warehouse Management System (WMS) is an example. Haworth is a world leading manufacturer and designer of office furniture, with distribution centers in four different states.

BUSINESS VALUE OF SUPPLY CHAIN MANAGEMENT SYSTEMS Dengan implementasi jaringan dan sistem rantai pasok yang terpadu, perusahaan dapat menyesuaikan supply terhadap demand, mereduksi penggunaan gudang, memperbaiki pengiriman, mempercepat pengiriman ke pasar, dan menggunakan aset dengan lebih efektif.

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS Customer relationship management mengumpulkan dan mengintegrasikan data konsumen, mengolah data konsumen, menganalisis dan membagikan hasil analisis ke berbagai sistem dan customer touch points A touch point (also known as a contact point) adalah metode interaksi konsumen dengan perusahaan seperti telepon, email, customer service dan lain-lain

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE Customer relationship management systems typically provide software and online tools for sales, customer service, and marketing. Sales Force Automation (SFA) Sales force automation modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Customer Service Marketing Customer service modules in CRM systems provide information and tools to increase the efficiency of call centers, help desks, and customer support staff. Marketing CRM systems support direct-marketing campaigns by providing capabilities for capturing prospect and customer data, for providing product and service information, for qualifying leads for targeted marketing, and for scheduling and tracking direct-marketing mailings or e-mail (see Figure 9-7). Marketing modules also include tools for analyzing marketing and customer data, identifying profitable and unprofitable customers, designing products and services to satisfy specific customer needs and interests, and identifying opportunities for cross-selling.

CRM SOFTWARE CAPABILITIES

CUSTOMER LOYALTY MANAGEMENT PROCESS MAP

ANALYTICAL CRM DATA WAREHOUSE

BUSINESS VALUE OF CRM SYSTEMS Companies with effective customer relationship management systems realize many benefits, including increased customer satisfaction, reduced directmarketing costs, more effective marketing, and lower costs for customer acquisition and retention. Information from CRM systems increases sales revenue by identifying the most profitable customers and segments for focused marketing and cross-selling. Customer churn is reduced as sales, service, and marketing better respond to customer needs. The churn rate measures the number of customers who stop using or purchasing products or services from a company. It is an important indicator of the growth or decline of a firm’s customer base.