Slide 1: Module 5
Offline infrastructure: Logistics
Slide 2: Agenda
• Order management, delivery and distribution
• Supply chain management • Customer relationship management • Enterprise resource planning • Other components
• • • • Knowledge management Workflow management Document management system Human resource management
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Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 3: 3 Offline infrastructure for e-business: Basic
• Know who you are dealing with:
• Buyers, sellers, intermediaries, etc.
• Know where they are from:
• Domestic or international
• Know how you will handle them:
• Traditional/manual vs. technology-based
Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 4: Components of offline infrastructure
• Supply chain management • Customer relationship management • Enterprise resource planning • Other components
• • • • Knowledge management Workflow management Document management system Human resource management
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Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 5: Important issues: E-Order management
• Data validation: Increase order accuracy • Flexible systems: Manage the order processes • Real-time report: Improve decision making • Real-time data: Enable real-time status • Documentation: Improve documentation • Fulfillment: Meet customer expectations • Tracking: Optimize delivery
Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
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Slide 6: Typical supply chain
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Slide 7: Changes in the supply chain
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Slide 8: Changes in the supply chain (cont.)
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Slide 9: Supply chain management issues
The SCM must address the following issues:
• • • • Distribution network configuration Number and location of suppliers, customers, etc. Distribution strategy Centralized vs. decentralized, pull vs. push, direct, etc. Information Integrate systems and processes to share information Inventory management Quantity and location of inventory
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Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 10: Supply chain activities
The activities can grouped into:
• Strategic level Strategic network optimization, strategic partnership, IT infrastructure, etc. Tactical level Purchasing decisions, production decisions, benchmarking, etc. Operational level Daily planning, scheduling, forecasting, performance tracking, etc.
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Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 11: 11 Customer relationship management (CRM)
Managing all interactions and business with customers, including the partners.
• • • Front office systems: directly deal with customers Facilitate communication: to improve customer service Architecture of CRM:
• Operational – automates to the basic business processes (marketing, sales, etc.) • Analytical – supports to analyze customer behaviour • Collaborative – ensures the contact with customers (phone, email, fax, in person, etc.)
Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 12: Application architecture of CRM
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Slide 13: Enterprise resource planning (ERP)
Handle the manufacturing, logistics, distribution, inventory, shipping, invoicing, accounting, etc.
• • • Back office systems: do not directly deal with customers Facilitate control: sales, delivery, billing, quality control, etc. Cross-functional and enterprise-wide: production, sales and marketing, information technology, etc.
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Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 14: Other components
• Knowledge management
Gather, manage, and use the knowledge acquired
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• Workflow management
Movement of documents and/or tasks through a work process
• Document management system
Track and store images of paper documents
Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 15: Online resources
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ERP • Compiere: http://www.compiere.org/ (Open source) • mySAP: http://www.sap.com/solutions/business-suite/erp/index.epx
(Proprietary)
CRM • SugarCRM: http://www.sugarcrm.com/crm/ (Open source) • Salesforce.com (Service provider) • Oracle (Siebel): http://www.oracle.com/siebel/index.html
(Proprietary)
Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
Slide 16: Conclusion
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Q&A
Regional Training Workshop for Enterprise Support Agencies to Promote E-business for SMEs in the Greater Mekong Subregion (GMS), 26-28 June 2006, Bangkok
