從ERP到企業(yè)E化管理 精品資料

1、從ERP到企業(yè)E化Jiah-Shing Chen1從ERP到企業(yè)E化大綱ERP與企業(yè)E化主要延伸式ERP模組ERP未來可能的擴(kuò)充方向Jiah-Shing Chen2從ERP到企業(yè)E化ERP與企業(yè)E化企業(yè)E化之路擴(kuò)充ERP系統(tǒng)之原因ERP目前之延伸功能Jiah-Shing Chen3從ERP到企業(yè)E化企業(yè)E化之路高e化萌芽期e化導(dǎo)入期e化整合期全面e化期e化程度（範(fàn)圍及深度）價(jià)值低低高Jiah-Shing Chen4從ERP到企業(yè)E化企業(yè)E化四部曲e化萌芽期 eMail 內(nèi)部網(wǎng)路 網(wǎng)站設(shè)置 部份功能電腦化e化導(dǎo)入期 ERP系統(tǒng)導(dǎo)入 內(nèi)部流程e化 網(wǎng)站提供資訊交換 功能 初步導(dǎo)入線上交易 初期建構(gòu)

2、知識庫 e化整合期 線上交易比重增加並 與內(nèi)部作業(yè)流程整合 延伸線上行銷及客戶 服務(wù)功能 員工portal逐步建構(gòu) 與供應(yīng)商線上交換資 訊並導(dǎo)入線上交易與重要電子社群進(jìn)行整合全面e化期 線上行銷、銷售及客 戶服務(wù)並與內(nèi)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(yīng)鏈與內(nèi)部流程進(jìn)行深度整合與重要電子社群進(jìn)行深度整合Jiah-Shing Chen5從ERP到企業(yè)E化擴(kuò)充ERP系統(tǒng)之原因傳統(tǒng)ERP市場已趨飽和經(jīng)過十餘年的推展，傳統(tǒng)ERP系統(tǒng)的需求已漸漸趨緩，各ERP廠商都需要新的產(chǎn)品以彌補(bǔ)傳統(tǒng)ERP系統(tǒng)的業(yè)績下降，延伸式ERP功能是自然

3、的下一步企業(yè)對ERP系統(tǒng)的要求改變企業(yè)提昇價(jià)值的方法從改善企業(yè)內(nèi)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(dǎo)向的進(jìn)階ERP功能網(wǎng)際網(wǎng)路改變了傳統(tǒng)ERP系統(tǒng)可服務(wù)的對象與方式企業(yè)如今希望讓散佈在各地的行動員工(mobile workers)及利害關(guān)係人(stakeholders)可以透過瀏覽器存取企業(yè)的相關(guān)資訊Jiah-Shing Chen6從ERP到企業(yè)E化ERP目前之延伸功能縱向延伸決策支援系統(tǒng)(DSS)高階主管資訊系統(tǒng)(EIS)TacticalStrategicTPSDSSEISOperation PersonnelMiddle ManagementExecutivesT

4、ransaction OrientedOnline, Real TimeSpeedWhat If ?Trend AnalysisStrategic Decision MakingOperationalJiah-Shing Chen7從ERP到企業(yè)E化ERP目前之延伸功能橫向延伸電子商務(wù)系統(tǒng)(EC)顧客關(guān)係管理系統(tǒng)(CRM)供應(yīng)鏈管理系統(tǒng)(SCM)入口網(wǎng)站(Portal)客戶員工/股東供應(yīng)商E-BusinessCRMSCMPortalECJiah-Shing Chen8從ERP到企業(yè)E化ERP目前之延伸功能延伸基礎(chǔ)資料倉儲(DW)Jiah-Shing Chen9從ERP到企業(yè)E化主要延伸式ERP

5、模組資料倉儲決策支援系統(tǒng)與高階主管資訊系統(tǒng)顧客關(guān)係管理系統(tǒng)供應(yīng)鏈管理系統(tǒng)入口網(wǎng)站Jiah-Shing Chen10從ERP到企業(yè)E化資料倉儲(DW)資料倉儲之定義資料倉儲之建構(gòu)與資料庫之比較資料倉儲之架構(gòu)資料倉儲之價(jià)值資料立方體資料倉儲之重要性Jiah-Shing Chen11從ERP到企業(yè)E化資料倉儲之定義Inmon的定義一個(gè)整合、主題導(dǎo)向、長期累積且內(nèi)容不需更改的資料集合，藉以提供管理者在進(jìn)行管理決策過程所需的輔助支援資料倉儲的特性主題導(dǎo)向(subject oriented)整合性(integrated)非揮發(fā)性(nonvolatile)時(shí)間變動性(time variant)Jiah-Sh

6、ing Chen12從ERP到企業(yè)E化資料倉儲之建構(gòu)Jiah-Shing Chen13從ERP到企業(yè)E化資料庫與資料倉儲之比較特性資料庫資料倉儲處理型態(tài)線上交易處理(OLTP)線上分析處理(OLAP)採用資料模式ER ModelStar Schema/Dimension Model使用者需求明確且已知複雜且模糊資料處理特性更新異動的效能為主大量查詢和計(jì)算的效能為主資料存取量單次少量每次大量的資料設(shè)計(jì)的考量重點(diǎn)資料一致性查詢和計(jì)算的效能資料儲存型態(tài)目前資料值某一時(shí)間點(diǎn)的快照資料數(shù)量級供日常運(yùn)用為主五十年的長期資料分析鍵值特性鍵值可不包含時(shí)間元素鍵值擁有時(shí)間元素操作特性查詢、新增、修改及刪除查詢及

7、新增Jiah-Shing Chen14從ERP到企業(yè)E化資料倉儲與ERP系統(tǒng)ERP系統(tǒng)及資料庫為資料倉儲的資訊源負(fù)責(zé)供應(yīng)DW所需的營運(yùn)資料DW整合不同資料源支援下列系統(tǒng)DSSEISCRMSCMJiah-Shing Chen15從ERP到企業(yè)E化資料倉儲之架構(gòu)Jiah-Shing Chen16從ERP到企業(yè)E化資料倉儲之價(jià)值決策支援應(yīng)用系統(tǒng)重組企業(yè)再造Jiah-Shing Chen17從ERP到企業(yè)E化決策支援提供整合、簡潔和一致的資料增加報(bào)表和查詢的效率及可靠性協(xié)助各種比較查詢?nèi)缵厔莘治?、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

8、作Jiah-Shing Chen18從ERP到企業(yè)E化應(yīng)用系統(tǒng)重組可適度清除OLTP處理系統(tǒng)的歷史資料可改進(jìn)企業(yè)的系統(tǒng)結(jié)構(gòu)讓兩方面的工作負(fù)荷彼此不干擾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(shí)連上ERP或資料庫提供即時(shí)資訊Jiah-Shing Chen19從ERP到企業(yè)E化企業(yè)再造協(xié)助管理者瞭解重大事件的發(fā)生原因而不只是發(fā)生了多少細(xì)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(yè)活動持續(xù)進(jìn)行之動力或保有企業(yè)的競爭優(yōu)勢以便管理者利用企業(yè)再造工程(BPR) 改變企業(yè)體質(zhì)，找尋激烈競爭環(huán)境下的企業(yè)出路Jiah-Sh

9、ing Chen20從ERP到企業(yè)E化資料立方體(Data Cube)主要運(yùn)算向上聚合向下挖掘Jiah-Shing Chen21從ERP到企業(yè)E化資料倉儲之重要性過去採用ERP系統(tǒng)即可提昇企業(yè)競爭力現(xiàn)在ERP系統(tǒng)只是企業(yè)運(yùn)作的標(biāo)準(zhǔn)平臺DSS、EIS、CRM、SCM才足以提昇競爭力DW是最關(guān)鍵的基礎(chǔ)建設(shè)Jiah-Shing Chen22從ERP到企業(yè)E化決策支援系統(tǒng)(DSS)與高階主管資訊系統(tǒng)(EIS)決策支援系統(tǒng)高階主管資訊系統(tǒng)Jiah-Shing Chen23從ERP到企業(yè)E化決策支援系統(tǒng)之目的定義利用資訊科技針對組織中的半結(jié)構(gòu)化(semi-structured)或非結(jié)構(gòu)化(unstruct

10、ured)決策任務(wù)，提供擷取相關(guān)資料、進(jìn)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(tǒng)主要目的利用資訊科技強(qiáng)大的資料處理與運(yùn)算能力，幫助決策者瞭解、分析決策問題，進(jìn)而提昇決策品質(zhì)Jiah-Shing Chen24從ERP到企業(yè)E化企業(yè)決策問題類別策略規(guī)劃層次企業(yè)的整體政策、目標(biāo)和相關(guān)資源分配決策處理有關(guān)企業(yè)方面、市場策略及產(chǎn)品組合等之長期決策管理控制層次企業(yè)為有效取得與使用資源的相關(guān)決策考慮資源取得和組織、工作結(jié)構(gòu)及員工招募訓(xùn)練等中期事務(wù)作業(yè)控制層次在資源限制下，有效益且有效率地完成企業(yè)活動的相關(guān)決策處理如定價(jià)、生產(chǎn)量、存貨等短期決策Jiah-Shing Chen

11、25從ERP到企業(yè)E化各層次決策之關(guān)係策略規(guī)劃管理控制作業(yè)控制組織學(xué)習(xí)決策的重要性越增決策發(fā)生的頻率越高Jiah-Shing Chen26從ERP到企業(yè)E化DSS CharacteristicsSupports individuals and teamsUsed repeatedly and constantlyTwo major components: data and modelsWeb-basedUses subjective, personal, and objective dataHas a simulation modelUsed in public and private sec

12、torsHas what-if capabilitiesUses quantitative and qualitative modelsJiah-Shing Chen27從ERP到企業(yè)E化DSS versus EDPDimensionDSSEDPUseActivePassiveUserLine & staff managementClericalGoalEffectivenessMechanical efficiencyTime horizonPresent & futurePastObjectiveFlexibilityConsistencyJiah-Shing Chen28從ERP到企業(yè)E

13、化Working Definition of DSSDSSis 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 insightsDSSmay utilize mo

14、delsis built by an interactive process (frequently by end-users)supports all the phases of the decision makingmay include a knowledge componentCentral Issue in DSSsupport and improvement of decision makingJiah-Shing Chen29從ERP到企業(yè)E化Capabilities of DSSProvide support in semi-structured and unstructure

15、d situations, includes human judgment and computerized informationSupport for various managerial levelsSupport to individuals and groupsSupport to interdependent and/or sequential decisionsSupport all phases of the decision-making processintelligence, design, choice (& implementation)Support a varie

16、ty of decision-making processes and stylesJiah-Shing Chen30從ERP到企業(yè)E化Capabilities of DSSAre adaptiveHave user friendly interfacesGoalimprove effectiveness of decision makingThe decision maker controls the decision-making processEnd-users can build simple systemsUtilizes models for analysisProvides ac

17、cess to a variety of data sources, formats, and typesJiah-Shing Chen31從ERP到企業(yè)E化Capabilities of DSSDecision makers can make better, more consistent decisions in a timely mannerJiah-Shing Chen32從ERP到企業(yè)E化DSS ComponentsData Management SubsystemModel Management SubsystemKnowledge-based (Management) Subsy

18、stemUser Interface SubsystemThe UserUserUser InterfaceDBMSMBMSJiah-Shing Chen33從ERP到企業(yè)E化DSS ClassificationsText-oriented DSSDatabase-oriented DSSSpreadsheet-oriented DSSSolver-oriented DSSRule-oriented DSSCompound DSSJiah-Shing Chen34從ERP到企業(yè)E化高階主管資訊系統(tǒng)結(jié)合決策支援系統(tǒng)和人工智慧特色幫助管理者定義和處理問題及機(jī)會以不同角度呈現(xiàn)資訊管理者可以針對問題的

19、特性，彈性地選擇觀看資訊的方式，包含內(nèi)部外部資訊、客觀主觀資訊Jiah-Shing Chen35從ERP到企業(yè)E化Evolution of EISDSS and ODSS1980sExecutive Information Systems1995+sEverybodys Information SystemsEnterprise Information SystemsJiah-Shing Chen36從ERP到企業(yè)E化Executive Information System (EIS)A computer-based system that serves the information nee

20、ds of top executivesProvides rapid access to timely information and direct access to management reportsVery user-friendly, supported by graphicsProvides exceptions reporting and drill-down capabilitiesEasily connected to the Internet Drill downJiah-Shing Chen37從ERP到企業(yè)E化Executives Role and Their Info

21、rmation 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(yè)E化Methods for Finding Information NeedsWetherbes ApproachStr

22、uctured InterviewsIBMs Business System Planning (BSP)Critical Success Factors (CSF)Ends/Means (E/M) AnalysisPrototypingWatson and Frolicks ApproachAsking (interview approach)Deriving the needs from an existing information systemSynthesis from characteristics of the systemsDiscovering (Prototyping)Te

23、n methodsOther MethodsJiah-Shing Chen39從ERP到企業(yè)E化Characteristics of EISDrill downCritical success factors (CSF)Status accessAnalysisException reportingColors and audioNavigation of informationCommunicationJiah-Shing Chen40從ERP到企業(yè)E化Critical Success Factors (CSF)Monitored by five types of information K

24、ey problem narrativesHighlight chartsTop-level financialsKey performance indicators (KPI)Detailed KPI responsibility reportsJiah-Shing Chen41從ERP到企業(yè)E化Characteristics and Benefits of EISQuality of informationFlexible, correct, timely, relevant, complete, validatedUser interfaceGUI, user-friendly, sec

25、ure access, quick response, mobile accessibility, reliable, easy input, quick retrieval, tailored, self-help menuTechnical capability providedGlobal information, email, external data, written interpretations, hypertext & hypermedia, ad hoc analysis, multidimensional, hierarchical, graphics & text, m

26、anagement-by-exception reports, trends & deviations, historical & current data, critical success factors, forecasting, drill down, tracking of critical dataBenefitsAttainment of organizational objectives, productivity, quality of decision making, competitive advantage, time saving, communication cap

27、acity & 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(yè)E化Comparison of EIS and DSSFocusEIS: Status access, drill downDSS: Analysis, decision supportTypical usersEIS: Senior executives

28、DSS: Analysts, professionals, managersImpetusEIS: ExpediencyDSS: EffectivenessApplicationEIS: Environmental scanning, performance evaluation, identification of problems and opportunitiesDSS: Diversified areas where managerial decisions are madeJiah-Shing Chen43從ERP到企業(yè)E化Comparison of EIS and DSSDecis

29、ion 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 informationEIS: News items, external information on customers, competitors, and the enviro

30、nment; scheduled and demand reports on internal operationsDSS: Information supporting specific situationsPrincipal useEIS: Tracking and control, opportunity identificationDSS: Planning, organizing, staffing, and controllingJiah-Shing Chen44從ERP到企業(yè)E化Comparison of EIS and DSSAdaptability to individual

31、 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 styleGraphicsEIS: A mustDSS: Important part of many DSSUser-friendlinessEIS: A mustDSS: A must if no intermed

32、iaries are usedJiah-Shing Chen45從ERP到企業(yè)E化Comparison of EIS and DSSProcessing 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 informationEIS: Instant access t

33、o the supporting details of any summary (drill down)DSS: Can be programmed into the DSS but usually is notModel baseEIS: Limited built-in functionsDSS: The core of the DSSJiah-Shing Chen46從ERP到企業(yè)E化Comparison of EIS and DSSConstructionEIS: By vendors or IS specialistsDSS: By users, either alone or wi

34、th specialists from IS departmentHardwareEIS: Mainframe, RISC workstations, LANs, or distributed systemsDSS: Mainframe, RISC workstations, PCs, or distributed systemsJiah-Shing Chen47從ERP到企業(yè)E化Comparison of EIS and DSSNature of software packagesEIS: Interactive, easy access to multiple databases, onl

35、ine access, sophisticated DBMS capabilities, complex linkagesDSS: Large computational capabilities, modeling languages and simulation, application and DSS generatorsNature of informationEIS: Displays pre-generated information about the past & present, creates new information about the past, present

36、& futureDSS: Creates new information about the past, present & futureJiah-Shing Chen48從ERP到企業(yè)E化顧客關(guān)係管理系統(tǒng)(CRM)CRM之目標(biāo)CRM之價(jià)值CRM之主要功能Jiah-Shing Chen49從ERP到企業(yè)E化CRM之目標(biāo)利用資訊科技透過現(xiàn)存管道或開發(fā)新的管道整合銷售、產(chǎn)品構(gòu)型、規(guī)劃及設(shè)計(jì)，使企業(yè)可以加強(qiáng)對顧客的關(guān)係幫助企業(yè)加強(qiáng)銷售、行銷、客服等前端作業(yè)為了確保這些功能可以達(dá)成，CRM必需被看成是人員、企業(yè)流程、系統(tǒng)三位一體的整合，而非只是單純的資訊科技應(yīng)用實(shí)行個(gè)人化客戶服務(wù)當(dāng)銷售標(biāo)準(zhǔn)產(chǎn)品時(shí)，企業(yè)

37、可利用顧客的資訊，來進(jìn)行個(gè)人化的客戶服務(wù)Jiah-Shing Chen50從ERP到企業(yè)E化CRM之價(jià)值使企業(yè)能更準(zhǔn)確的看待顧客透過強(qiáng)大的資料分析能力，整合行銷、銷售、訂購、服務(wù)及支援活動等功能訂單達(dá)交Jiah-Shing Chen51從ERP到企業(yè)E化CRM之主要功能創(chuàng)造新客戶識別新的客戶管理潛在顧客行銷發(fā)展及管理行銷百科全書分析客戶資料建立、執(zhí)行並管理多重管道的產(chǎn)品行銷活動銷售及產(chǎn)品構(gòu)型進(jìn)行報(bào)價(jià)，製作計(jì)劃案及銷售展示對產(chǎn)品進(jìn)行構(gòu)型管理，以滿足顧客特定的需求Jiah-Shing Chen52從ERP到企業(yè)E化CRM之主要功能訂單登記及狀態(tài)追蹤接受並處理客戶訂單，提供客戶相關(guān)的訂購資訊發(fā)票、帳

38、款支付、帳款狀態(tài)追蹤產(chǎn)生發(fā)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(tài)運(yùn)送排程及狀態(tài)追蹤產(chǎn)生關(guān)於運(yùn)輸產(chǎn)品或服務(wù)的計(jì)劃提供客戶訂單或需求狀態(tài)的相關(guān)資訊Jiah-Shing Chen53從ERP到企業(yè)E化CRM之主要功能契約及保證書管理管理契約及保證書的生命週期隨著時(shí)間消逝或其他事件的發(fā)生，重新進(jìn)行協(xié)議遠(yuǎn)距服務(wù)管理及繪出對服務(wù)的需求透過決策樹和Q&A的方式來診斷問題查閱技術(shù)性文件、產(chǎn)品規(guī)格、操作手續(xù)及案例依需求及服務(wù)等級，將電話導(dǎo)向合適的客服代表Jiah-Shing Chen54從ERP到企業(yè)E化CRM之主要功能到府服務(wù)管理預(yù)防性維修排程、退貨授權(quán)、進(jìn)階零件更換管理服務(wù)人員之工具、技能及

39、零件管理案例資料庫客服中心管理查詢客戶的付款記錄、服務(wù)記錄、報(bào)價(jià)等資料可和電話系統(tǒng)加以整合，如自動號碼識別自助服務(wù)讓客戶透過網(wǎng)際網(wǎng)路，使用前端的應(yīng)用程式如開立訂單和追蹤訂單狀態(tài)Jiah-Shing Chen55從ERP到企業(yè)E化供應(yīng)鏈管理系統(tǒng)(SCM)SCM之目的SCM之主要功能Jiah-Shing Chen56從ERP到企業(yè)E化SCM之目的SCM是用來加強(qiáng)B2B間的流程改進(jìn)速度、靈活度、即時(shí)性及客戶滿意度達(dá)成SCM的兩個(gè)重要因素整個(gè)供應(yīng)鏈上的企業(yè)必須要將企業(yè)合作視為策略上的資產(chǎn)，並且確實(shí)執(zhí)行，以提高速度與靈活度，降低成本以穿越整體供應(yīng)鏈的資訊視野來取代存貨Jiah-Shing Chen57從ERP到企業(yè)E化SCM之主要功能電子採購(e-Procurement)利用Internet改變傳統(tǒng)ERP系統(tǒng)的採購功能讓需求部門不需經(jīng)過採購部門透過e-procurement直接向供應(yīng)商發(fā)出訂單包括線上型錄、合約、採購單、送貨通知協(xié)同規(guī)劃(Collaborative Planning)透過上下游廠商的資訊分享，對市場需求做更精確的預(yù)測，並據(jù)此做出對應(yīng)的生產(chǎn)計(jì)劃當(dāng)一協(xié)力廠發(fā)生訂單與排程上的改變，也會對所有相關(guān)廠商觸發(fā)對應(yīng)的變動對整個(gè)供應(yīng)鏈的資源作最佳利用，以並降低存貨Jiah-Shing Chen58