從ERP到企業E化课件.pptx

http:/(企管培训资料下载)從ERP到企業E化Jiah-Shing Chen1從ERP到企業E化http:/(企管培训资料下载)大綱ERP與企業E化主要延伸式ERP模組ERP未來可能的擴充方向Jiah-Shing Chen2從ERP到企業E化http:/(企管培训资料下载)ERP與企業E化企業E化之路擴充ERP系統之原因ERP目前之延伸功能Jiah-Shing Chen3從ERP到企業E化http:/(企管培训资料下载)企業E化之路高高e e化萌芽期化萌芽期e e化導入期化導入期e e化整合期化整合期全面全面e e化期化期e e化程度（範圍及深度）化程度（範圍及深度）價值價值低低低低高高Jiah-Shing Chen4從ERP到企業E化http:/(企管培训资料下载)企業E化四部曲e e化化萌芽期萌芽期 eMail 內部網路 網站設置 部份功能電腦化e e化化導入期導入期 ERP系統導入 內部流程e化 網站提供資訊交換 功能 初步導入線上交易 初期建構知識庫 e e化化整合期整合期 線上交易比重增加並 與內部作業流程整合 延伸線上行銷及客戶 服務功能 員工portal逐步建構 與供應商線上交換資 訊並導入線上交易與重要電子社群進行整合全面全面e e化期化期 線上行銷、銷售及客 戶服務並與內部流程 深度整合 完整的employee portal，提供員工完整的資訊、知識管理及全面流程e 化 供應鏈與內部流程進行深度整合與重要電子社群進行深度整合Jiah-Shing Chen5從ERP到企業E化http:/(企管培训资料下载)擴充ERP系統之原因傳統傳統ERPERP市場已趨飽和市場已趨飽和經過十餘年的推展，傳統ERP系統的需求已漸漸趨緩，各ERP廠商都需要新的產品以彌補傳統ERP系統的業績下降，延伸式ERP功能是自然的下一步企業對企業對ERPERP系統的要求改變系統的要求改變企業提昇價值的方法從改善企業內部流程以提高效率變成滿足客戶需求以超越競爭對手，因此需要客戶導向的進階ERP功能網際網路改變了傳統網際網路改變了傳統ERPERP系統可服務的對象與方式系統可服務的對象與方式企業如今希望讓散佈在各地的行動員工(mobile workers)及利害關係人(stakeholders)可以透過瀏覽器存取企業的相關資訊Jiah-Shing Chen6從ERP到企業E化http:/(企管培训资料下载)ERP目前之延伸功能縱向延伸縱向延伸決策支援系統(DSS)高階主管資訊系統(EIS)TacticalTacticalStrategicStrategicTPSDSSEISOperation PersonnelMiddle ManagementExecutivesTransaction OrientedOnline,Real TimeSpeedWhat If?Trend AnalysisStrategic Decision MakingOperationalOperationalJiah-Shing Chen7從ERP到企業E化http:/(企管培训资料下载)ERP目前之延伸功能橫向延伸橫向延伸電子商務系統(EC)顧客關係管理系統(CRM)供應鏈管理系統(SCM)入口網站(Portal)客戶員工/股東供應商E-BusinessCRMSCMPortalECJiah-Shing Chen8從ERP到企業E化http:/(企管培训资料下载)ERP目前之延伸功能延伸基礎延伸基礎資料倉儲(DW)Jiah-Shing Chen9從ERP到企業E化http:/(企管培训资料下载)主要延伸式ERP模組資料倉儲決策支援系統與高階主管資訊系統顧客關係管理系統供應鏈管理系統入口網站Jiah-Shing Chen10從ERP到企業E化http:/(企管培训资料下载)資料倉儲(DW)資料倉儲之定義資料倉儲之建構與資料庫之比較資料倉儲之架構資料倉儲之價值資料立方體資料倉儲之重要性Jiah-Shing Chen11從ERP到企業E化http:/(企管培训资料下载)資料倉儲之定義InmonInmon的定義的定義一個整合、主題導向、長期累積且內容不需更改的資料集合，藉以提供管理者在進行管理決策過程所需的輔助支援資料倉儲的特性資料倉儲的特性主題導向(subject oriented)整合性(integrated)非揮發性(nonvolatile)時間變動性(time variant)Jiah-Shing Chen12從ERP到企業E化http:/(企管培训资料下载)資料倉儲之建構Jiah-Shing Chen13從ERP到企業E化http:/(企管培训资料下载)資料庫與資料倉儲之比較特性特性資料庫資料庫資料倉儲資料倉儲處理型態處理型態線上交易處理線上交易處理(OLTP)(OLTP)線上分析處理線上分析處理(OLAP)(OLAP)採用資料模式採用資料模式ER ModelER ModelStar Schema/Dimension ModelStar Schema/Dimension Model使用者需求使用者需求明確且已知明確且已知複雜且模糊複雜且模糊資料處理特性資料處理特性更新異動的效能為主更新異動的效能為主大量查詢和計算的效能為主大量查詢和計算的效能為主資料存取量資料存取量單次少量單次少量每次大量的資料每次大量的資料設計的考量重點設計的考量重點資料一致性資料一致性查詢和計算的效能查詢和計算的效能資料儲存型態資料儲存型態目前資料值目前資料值某一時間點的快照某一時間點的快照資料數量級資料數量級供日常運用為主供日常運用為主五五 十年的長期資料分析十年的長期資料分析鍵值特性鍵值特性鍵值可不包含時間元素鍵值可不包含時間元素鍵值擁有時間元素鍵值擁有時間元素操作特性操作特性查詢、新增、修改及刪除查詢、新增、修改及刪除查詢及新增查詢及新增Jiah-Shing Chen14從ERP到企業E化http:/(企管培训资料下载)資料倉儲與ERP系統ERP系統及資料庫為資料倉儲的資訊源負責供應DW所需的營運資料DW整合不同資料源支援下列系統DSSEISCRMSCMJiah-Shing Chen15從ERP到企業E化http:/(企管培训资料下载)資料倉儲之架構Jiah-Shing Chen16從ERP到企業E化http:/(企管培训资料下载)資料倉儲之價值決策支援應用系統重組企業再造Jiah-Shing Chen17從ERP到企業E化http:/(企管培训资料下载)決策支援提供整合、簡潔和一致的資料增加報表和查詢的效率及可靠性協助各種比較查詢如趨勢分析、跨年性比對、週期性分析等幫助分析和提供可行方案的評估參考資訊處理、分析處理、變異分析及資料挖掘等決策支援工作Jiah-Shing Chen18從ERP到企業E化http:/(企管培训资料下载)應用系統重組可適度清除可適度清除OLTPOLTP處理系統的歷史資料處理系統的歷史資料可改進企業的系統結構可改進企業的系統結構讓兩方面的工作負荷彼此不干擾滿足不同的資料需求滿足不同的資料需求透過資料倉儲的OLAP功能，提供和ERP或OLTP截然不同的資料取用方式和處理分析方式可在必要時連上可在必要時連上ERPERP或資料庫提供即時資訊或資料庫提供即時資訊Jiah-Shing Chen19從ERP到企業E化http:/(企管培训资料下载)企業再造協助管理者瞭解重大事件的發生原因而不只是發生了多少細微的事件，以避免資料倉儲帶所來的資訊過載問題有助於釐清促使商業活動持續進行之動力或保有企業的競爭優勢以便管理者利用企業再造工程(BPR)改變企業體質，找尋激烈競爭環境下的企業出路Jiah-Shing Chen20從ERP到企業E化http:/(企管培训资料下载)資料立方體(Data Cube)主要運算主要運算向上聚合向下挖掘Jiah-Shing Chen21從ERP到企業E化http:/(企管培训资料下载)資料倉儲之重要性過去採用ERP系統即可提昇企業競爭力現在ERP系統只是企業運作的標準平台DSS、EIS、CRM、SCM才足以提昇競爭力DW是最關鍵的基礎建設Jiah-Shing Chen22從ERP到企業E化http:/(企管培训资料下载)決策支援系統(DSS)與高階主管資訊系統(EIS)決策支援系統高階主管資訊系統Jiah-Shing Chen23從ERP到企業E化http:/(企管培训资料下载)決策支援系統之目的定義定義利用資訊科技針對組織中的半結構化(semi-structured)或非結構化(unstructured)決策任務，提供擷取相關資料、進行模擬分析、比較可行方案等功能，搜尋最佳方案來幫助決策者提昇其決策績效之系統主要目的主要目的利用資訊科技強大的資料處理與運算能力，幫助決策者瞭解、分析決策問題，進而提昇決策品質Jiah-Shing Chen24從ERP到企業E化http:/(企管培训资料下载)企業決策問題類別策略規劃層次策略規劃層次企業的整體政策、目標和相關資源分配決策處理有關企業方面、市場策略及產品組合等之長期決策管理控制層次管理控制層次企業為有效取得與使用資源的相關決策考慮資源取得和組織、工作結構及員工招募訓練等中期事務作業控制層次作業控制層次在資源限制下，有效益且有效率地完成企業活動的相關決策處理如定價、生產量、存貨等短期決策Jiah-Shing Chen25從ERP到企業E化http:/(企管培训资料下载)各層次決策之關係策略規劃管理控制作業控制組織學習決策的重要性越增決策發生的頻率越高Jiah-Shing Chen26從ERP到企業E化http:/(企管培训资料下载)DSS CharacteristicsSupports individuals and teamsSupports individuals and teamsUsed repeatedly and constantlyUsed repeatedly and constantlyTwo major components:Two major components:datadata and and modelsmodelsWeb-basedWeb-basedUses subjective,personal,and objective dataUses subjective,personal,and objective dataHas a simulation modelHas a simulation modelUsed in public and private sectorsUsed in public and private sectorsHas Has what-ifwhat-if capabilities capabilitiesUses quantitative and qualitative modelsUses quantitative and qualitative modelsJiah-Shing Chen27從ERP到企業E化http:/(企管培训资料下载)DSS versus EDPDimensionDimensionDSSDSSEDPEDPUseUseActiveActivePassivePassiveUserUserLine&staff managementLine&staff managementClericalClericalGoalGoalEffectivenessEffectivenessMechanical efficiencyMechanical efficiencyTime horizonTime horizonPresent&futurePresent&futurePastPastObjectiveObjectiveFlexibilityFlexibilityConsistencyConsistencyJiah-Shing Chen28從ERP到企業E化http:/(企管培训资料下载)Working Definition of DSSDSSDSSis an interactive,flexible,and adaptable CBIS,specially developed for supporting the solution of a unstructured management problem for improved decision makingutilizes data,provides easy user interface,and allows for the decision makers own insightsDSSDSSmay utilize modelsis built by an interactive process(frequently by end-users)supports all the phases of the decision makingmay include a knowledge componentCentral Issue in DSSCentral Issue in DSSsupport and improvement of decision makingJiah-Shing Chen29從ERP到企業E化http:/(企管培训资料下载)Capabilities of DSSProvide support in Provide support in semi-structuredsemi-structured and and unstructuredunstructured situations,includes human judgment and situations,includes human judgment and computerized informationcomputerized informationSupport for various managerial levelsSupport for various managerial levelsSupport to individuals and groupsSupport to individuals and groupsSupport to interdependent and/or sequential Support to interdependent and/or sequential decisionsdecisionsSupport Support all phases of the decision-making processall phases of the decision-making processintelligence,design,choice(&implementation)Support a variety of decision-making processes and Support a variety of decision-making processes and stylesstylesJiah-Shing Chen30從ERP到企業E化http:/(企管培训资料下载)Capabilities of DSSAre adaptiveAre adaptiveHave user friendly interfacesHave user friendly interfacesGoalGoalimprove effectiveness of decision makingThe decision maker controls the decision-The decision maker controls the decision-making processmaking processEnd-users can build simple systemsEnd-users can build simple systemsUtilizes Utilizes modelsmodels for analysis for analysisProvides access to a variety of data sources,Provides access to a variety of data sources,formats,and typesformats,and typesJiah-Shing Chen31從ERP到企業E化http:/(企管培训资料下载)Capabilities of DSSDecision makers can make better,more consistent decisions in a timely mannerJiah-Shing Chen32從ERP到企業E化http:/(企管培训资料下载)DSS ComponentsData Management Data Management SubsystemSubsystemModelModel Management Management SubsystemSubsystemKnowledge-based Knowledge-based(Management)(Management)SubsystemSubsystemUser Interface User Interface SubsystemSubsystemThe UserThe UserUserUser InterfaceDBMSMBMSJiah-Shing Chen33從ERP到企業E化http:/(企管培训资料下载)DSS ClassificationsText-oriented DSSDatabase-oriented DSSSpreadsheet-oriented DSSSolver-oriented DSSRule-oriented DSSCompound DSSJiah-Shing Chen34從ERP到企業E化http:/(企管培训资料下载)高階主管資訊系統結合決策支援系統和人工智慧特色幫助管理者定義和處理問題及機會以不同角度呈現資訊管理者可以針對問題的特性，彈性地選擇觀看資訊的方式，包含內部外部資訊、客觀主觀資訊Jiah-Shing Chen35從ERP到企業E化http:/(企管培训资料下载)Evolution of EISDSS and ODSS1980sExecutive Information Systems1995+sEverybodys Information SystemsEnterprise Information SystemsJiah-Shing Chen36從ERP到企業E化http:/(企管培训资料下载)Executive Information System(EIS)A computer-based system that serves the A computer-based system that serves the information needs of top executivesinformation needs of top executivesProvides rapid access to timely information Provides rapid access to timely information and direct access to management reportsand direct access to management reportsVery user-friendly,supported by graphicsVery user-friendly,supported by graphicsProvides exceptions reporting and drill-Provides exceptions reporting and drill-down capabilitiesdown capabilitiesEasily connected to the Internet Easily connected to the Internet Drill downDrill downJiah-Shing Chen37從ERP到企業E化http:/(企管培训资料下载)Executives Role and Their Information NeedsDecisional Executive Role(2 Phases)Identification of problems and/or opportunitiesThe decision of what to do about themFlow chart and information flowUse phases to determine executives information needsJiah-Shing Chen38從ERP到企業E化http:/(企管培训资料下载)Methods for Finding Information NeedsWetherbes ApproachWetherbes ApproachStructured InterviewsIBMs Business System Planning(BSP)Critical Success Factors(CSF)Ends/Means(E/M)AnalysisPrototypingWatson and Frolicks ApproachWatson and Frolicks ApproachAsking(interview approach)Deriving the needs from an existing information systemSynthesis from characteristics of the systemsDiscovering(Prototyping)Ten methodsOther MethodsOther MethodsJiah-Shing Chen39從ERP到企業E化http:/(企管培训资料下载)Characteristics of EISDrill downDrill downCritical success factorsCritical success factors(CSF)(CSF)Status accessStatus accessAnalysisAnalysisException reportingException reportingColors and audioColors and audioNavigation of informationNavigation of informationCommunicationCommunicationJiah-Shing Chen40從ERP到企業E化http:/(企管培训资料下载)Critical Success Factors(CSF)Monitored by five types of information Key problem narrativesHighlight chartsTop-level financialsKey performance indicators(KPI)Detailed KPI responsibility reportsJiah-Shing Chen41從ERP到企業E化http:/(企管培训资料下载)Characteristics and Benefits of EISQuality of informationQuality of informationFlexible,correct,timely,relevant,complete,validatedUser interfaceUser interfaceGUI,user-friendly,secure access,quick response,mobile accessibility,reliable,easy input,quick retrieval,tailored,self-help menuTechnical capability providedTechnical capability providedGlobal information,email,external data,written interpretations,hypertext&hypermedia,ad hoc analysis,multidimensional,hierarchical,graphics&text,management-by-exception reports,trends&deviations,historical&current data,critical success factors,forecasting,drill down,tracking of critical dataBenefitsBenefitsAttainment of organizational objectives,productivity,quality of decision making,competitive advantage,time saving,communication capacity&quality,better organization control,anticipation of problems&opportunities,planning,search for cause of a problem,needs of executivesJiah-Shing Chen42從ERP到企業E化http:/(企管培训资料下载)Comparison of EIS and DSSFocusFocusEIS:Status access,drill downDSS:Analysis,decision supportTypical usersTypical usersEIS:Senior executivesDSS:Analysts,professionals,managersImpetusImpetusEIS:ExpediencyDSS:EffectivenessApplicationApplicationEIS:Environmental scanning,performance evaluation,identification of problems and opportunitiesDSS:Diversified areas where managerial decisions are madeJiah-Shing Chen43從ERP到企業E化http:/(企管培训资料下载)Comparison of EIS and DSSDecision supportDecision supportEIS:Indirect support,mainly high-level and unstructured decisions and policiesDSS:Supports semi-structured and unstructured decision making,ad hoc decisions,and some repetitive decisionsType of informationType of informationEIS:News items,external information on customers,competitors,and the environment;scheduled and demand reports on internal operationsDSS:Information supporting specific situationsPrincipal usePrincipal useEIS:Tracking and control,opportunity identificationDSS:Planning,organizing,staffing,and controllingJiah-Shing Chen44從ERP到企業E化http:/(企管培训资料下载)Comparison of EIS and DSSAdaptability to individual usersAdaptability to individual usersEIS:Tailored to the decision-making style of each individual executive,offers several options of outputsDSS:Permits individual judgments,what-if capabilities,some choice of dialog styleGraphicsGraphicsEIS:A mustDSS:Important part of many DSSUser-friendlinessUser-friendlinessEIS:A mustDSS:A must if no intermediaries are usedJiah-Shing Chen45從ERP到企業E化http:/(企管培训资料下载)Comparison of EIS and DSSProcessing of informationProcessing of informationEIS:Filters and compresses information,tracks critical data and informationDSS:EIS triggers questions,answers are worked out by DSS and fed back into EISSupporting detailed informationSupporting detailed informationEIS:Instant access to the supporting details of any summary(drill down)DSS:Can be programmed into the DSS but usually is notModel baseModel baseEIS:Limited built-in functionsDSS:The core of the DSSJiah-Shing Chen46從ERP到企業E化http:/(企管培训资料下载)Comparison of EIS and DSSConstructionConstructionEIS:By vendors or IS specialistsDSS:By users,either alone or with specialists from IS departmentHardwareHardwareEIS:Mainframe,RISC workstations,LANs,or distributed systemsDSS:Mainframe,RISC workstations,PCs,or distributed systemsJiah-Shing Chen47從ERP到企業E化http:/(企管培训资料下载)Comparison of EIS and DSSNature of software packagesNature of software packagesEIS:Interactive,easy access to multiple databases,online access,sophisticated DBMS capabilities,complex linkagesDSS:Large computational capabilities,modeling languages and simulation,application and DSS generatorsNature of informationNature of informationEIS:Displays pre-generated information about the past&present,creates new information about the past,present&futureDSS:Creates new information about the past,present&futureJiah-Shing Chen48從ERP到企業E化http:/(企管培训资料下载)顧客關係管理系統(CRM)CRM之目標CRM之價值CRM之主要功能Jiah-Shing Chen49從ERP到企業E化http:/(企管培训资料下载)CRM之目標利用資訊科技透過現存管道或開發新的管道利用資訊科技透過現存管道或開發新的管道整合銷售、產品構型、規劃及設計，使企業可以加強對顧客的關係幫助企業加強銷售、行銷、客服等前端作業幫助企業加強銷售、行銷、客服等前端作業為了確保這些功能可以達成，CRM必需被看成是人員、企業流程、系統三位一體的整合，而非只是單純的資訊科技應用實行實行個人化客戶服務個人化客戶服務當銷售標準產品時，企業可利用顧客的資訊，來進行個人化的客戶服務Jiah-Shing Chen50從ERP到企業E化http:/(企管培训资料下载)CRM之價值使企業能更準確的看待顧客透過強大的資料分析能力，整合行銷、銷售、訂購、服務及支援活動等功能訂單達交Jiah-Shing Chen51從ERP到企業E化http:/(企管培训资料下载)CRM之主要功能創造新客戶創造新客戶識別新的客戶管理潛在顧客行銷行銷發展及管理行銷百科全書分析客戶資料建立、執行並管理多重管道的產品行銷活動銷售及產品構型銷售及產品構型進行報價，製作計劃案及銷售展示對產品進行構型管理，以滿足顧客特定的需求Jiah-Shing Chen52從ERP到企業E化http:/(企管培训资料下载)CRM之主要功能訂單登記及狀態追蹤訂單登記及狀態追蹤接受並處理客戶訂單，提供客戶相關的訂購資訊發票、帳款支付、帳款狀態追蹤發票、帳款支付、帳款狀態追蹤產生發票，並管理付款過程提供客戶付款的歷史記錄及目前帳單狀態運送排程及狀態追蹤運送排程及狀態追蹤產生關於運輸產品或服務的計劃提供客戶訂單或需求狀態的相關資訊Jiah-Shing Chen53從ERP到企業E化http:/(企管培训资料下载)CRM之主要功能契約及保證書管理契約及保證書管理管理契約及保證書的生命週期隨著時間消逝或其他事件的發生，重新進行協議遠距服務遠距服務管理及繪出對服務的需求透過決策樹和Q&A的方式來診斷問題查閱技術性文件、產品規格、操作手續及案例依需求及服務等級，將電話導向合適的客服代表Jiah-Shing Chen54從ERP到企業E化http:/(企管培训资料下载)CRM之主要功能到府服務到府服務管理預防性維修排程、退貨授權、進階零件更換管理服務人員之工具、技能及零件管理案例資料庫客服中心管理客服中心管理查詢客戶的付款記錄、服務記錄、報價等資料可和電話系統加以整合，如自動號碼識別自助服務自助服務讓客戶透過網際網路，使用前端的應用程式如開立訂單和追蹤訂單狀態Jiah-Shing Chen55從ERP到企業E化http:/(企管培训资料下载)供應鏈管理系統(SCM)SCM之目的SCM之主要功能Jiah-Shing Chen56從ERP到企業E化http:/(企管培训资料下载)SCM之目的SCM是用來加強B2B間的流程改進速度、靈活度、即時性及客戶滿意度達成SCM的兩個重要因素整個供應鏈上的企業必須要將企業合作視為策略上的資產，並且確實執行，以提高速度與靈活度，降低成本以穿越