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Web Technology and

Business Processes
By Joscelyn Dias
Outline
Intranets
Business Network Transform
ERP
SCM
CRM
Intranet
Uses Similar to Internet concepts,
technologies, Protocols as i.e. client-
server TCP/IP, HTTP, SMTP, FTP
Private computer network
Internal communication and collaboration
Securely share organization's
information or operational systems
Intranet examples
Intranet
Communication
Corporate initiatives, events, blogs, chat, employee feedback, Sr. mgmt. connect
Time and productivity
Employees can pull information they required rather that push information
through email
Based on roles and responsibilities
Content and multi-media
News-letters, media release, industry news, bulletins
Publishing of corporate knowledge
Policies(IT,IS,Quality), procedure manuals,knowledge mgmt.
Applications for business operations
Webmail, HR processes, Payroll, Taxation, Leave mgmt., R&R, Standards
compliance, Expenses claims
Training
Online methodology, multi-media, feedback and evaluation, quality
Cost savings on printing, updates
Employee directory, internal phone list, holiday calender, schedules,
Requisition forms (facilities, stationery, security, transport)
Intranet Application examples
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Selecting Intranet web projects
Material taking advantage of hyperlinks
Material more valuable with frequent updates
Complete substitution for hard-copies
Reduced admin, print and handling costs
Criteria: 1) Users have Intranet access, 2) Low
graphics 3) Few pages of information
Inter-department workflow organisation
processes
Authentication and authorization
User shared documents
Intranet Application examples
Intranet Application examples
Network Transform: ERP,SCM, CRM
Business Network Transform
Transforming the network of
Suppliers
Business partners
Customers
Radical change with partners
Close alliance, trust, sharing info
Competitive advantage, across Value chain
Network Transform made possible by
IT, Telecom networking
The Internet and Web Technologies
Enterprisewide Resource Planning
ERP Goals:
Streamline business processes
Improve performance of organizations' resource
planning, management and operational control.
Requires re-engineering of current business
processes.
Integrates activities across functional
departments, from product planning, parts
purchasing, inventory control, product
distribution, to order tracking.
ERP software - multi-module application
software
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ERP Implementation
ERP systems implementation
UNIX, Win NT/2K, Linux, OS of Legacy ERP
Involves Integration
Information together in a single system of applications
Internal and external information systems
Discard all legacy systems at once, install ERP
system
Acceptance by staff, department skills, comfort and
speed of legacy applications, Cost
From independent ERP installations to Single
Instance
ERP Implementation
Integration is key issue
Web Services and SOA
Integrates standalone systems, best-of-breed
solutions
Avoid cost of single instance ERP
But,
Still immature technologies, require complex planning
Require programming and IT architectural talents
Implementation time and cost.
Integration layer in ERPs
ERP software part of a service SOA, using
middleware as integration software.
Provide Web services; customers can link to
link ERP with other software in architecture
But..
Middleware offered only with latest upgrades
Extra fee charge for middleware
ERP Cos. dominance over the software
acquisition process of clients
Single Instance vs. Integration layer
Single instance if...
Have fairly commonplace business processes that
extend across all divisions
Have older systems that need to be replaced
Have multiple ERP instances from a single vendor
Integration layer if...
Have divisions with unique business processes that
cant be changed
Consider an existing investment in best-of-breed
solutions a competitive advantage
Want an environment in which it is easy to integrate
new applications
ERP SCM, CRM
Customers, suppliers demand information
accessed by co. employees
ERP systems info e.g.. order status, inventory
levels through co. websites
E-commerce : New channels of access into ERP
For suppliers and partners (B2B); inventory levels,
etc.
For customers (B2C); order status, billing information
Building links between ERP and the Web
ERP vendor may provide if experienced, cost savings
Else custom integration internally through
IT/consultants
ERP SCM
Reliant upon ERP kind of information
SCM systems benefit from ERP software
as single major source of up-to-date
information.
Top 5 SCM vendors only 34% market (2005
data)
SAP 12%, Oracle 10%, Manhattan
Associates 4%, Infor (SSA, Baan etc.)
SCM not as standard as other software
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SCM Supply Chain Mgmt.
Business system of enterprise strategies,
business processes and information
technologies
To Improve the planning, execution and
collaboration of material flows, information
flows, financial flows and workforce flows
in the supply chain.
SCM
Supply chain visibility when companies share at
least some data with SCM partners
Suppliers dont have to guess how many raw
materials to order
Manufacturers wouldn't have to order more than they
need from suppliers, Make sure they have enough on
hand if demand for their products unexpectedly goes
up
Retailers would have fewer empty shelves if they
shared the information they had about sales of a
manufacturer's product in all their stores with the
manufacturer.
Generally win-win for all sides of the transaction
Key issues: Collaboration, trust, domination
SCM
Modular software applications
integrate activities across organizations, from demand
forecasting, product planning, parts purchasing,
inventory control, manufacturing, product assembly to
product distribution
Boundary of SCM and E-Com systems
Suppliers, partners, distributors, even customers
Cos extend control they get from ERP
software out to their suppliers and channel
partners
Internet, connectivity, B2B explosion
B2B
Electronic trade or partnering between
organizations.
Share in E-Com (B2B90%, B2C10%)
Private SCM software for procurement.
B2B exchanges function to Manage
procurement of row materials and
coordinating with suppliers.
Customer Relationship Mgmt.
CRM is a business system that consists of
enterprise goals, business strategies, business
processes and enterprise information systems.
CRM helps business increase revenues by
providing services and products that are exactly what
your customers want
offering better customer service
cross selling products more effectively
helping sales staff close deals faster
retaining existing customers and discovering new
ones
CRM
Use technology and human resources to gain insight into
the behavior of customers and the value of those
customers
Cos interact with customers different ways
Mail campaigns,
Web sites
Brick-and-mortar stores
Call centers
Mobile sales force staff
Marketing and advertising efforts.
CRM systems link up customer contact points.
CRM software systems automate many customer-related
business tasks.
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CRM software system
1. Customer contact management
2. Sales automation
3. Direct marketing
4. Helpdesk module.
5. Call center applications
Sales automation
Auto-management of stages in sales process
Online product building / customization e.g. Dell
Integration with contact management and other
departments
CRM software
Direct Marketing
Directly target customers based on criteria with
promotional activities
Generate direct mails, class and analyze response
Help-desk
E-mail notification, inbound, outbound
Web-based Search support knowledge base for
answer online without calling a support representative
Web Chat to ask more specific questions for support.
CRM Technologies
Online CRM or Web-based CRM
Web pages as the UI (user interface)
Access Enterprise apps through Web-browser, no
deployment of client software
E.g.. Online services, Customer profiles
Hosted CRM
Online, CRM backend systems are hosted at data
centers in ASP model
No in-house deployment, no client installation
Mobile CRM
Handheld / wireless device with browser based UI
Mobile middleware sometime used
E.g. Mobile check-in by airlines, bill payments, credits
CRM issues
Safety
More customer data better analysis better
customer service
Secure databases of customer info : personal,
financial, credit card
Privacy
Willingness of customer to give / leave info. Egg. Fill
web forms with personal info, cookies
Use of study of customer behavior, shopping patterns
Misuse / sale of contact information
Trust of the customer is most important