ABC Manufacturing

BUSINESS PROCESS
SUPPORT
ASM1-LECTURE: DINH VAN DONG

NGUYEN NAM TRUOUNG-BH00704

 CONTENT HIGHLIGHTS
P1. Discuss how data and information support business
processes
Data and information
Data-driven management
Process Optimization
Enchance customer experience
Supply chain management
P2. Discuss how data is generated and the tools used to
support business operations
Generate Data
Data Usage
Tools for manipulating data
Electronic devices Sales report
P1. Discuss how data and information support
business processes

DATA AND INFORMATION

What is Data?
Data encompasses various forms of
information, from simple texts and
numbers to electronic data stored in
devices. It can be facts stored in our
minds or organized data used for
decision-making. Structured data,
like databases, contrasts with
unstructured data, such as text
documents or images. In the digital
age, data science plays a crucial role
in extracting insights from both types
of data. Understanding data is
essential for nowledge, innovation,
and progress across fields.
 DATA AND INFORMATION
What is Information?
Information is an abstract concept that
refers to that which has the power to inform.
At its most fundamental level, information
pertains to the interpretation (perhaps
formally) of that which may be sensed or
their abstractions. Any natural process that
is not completely random and any
observable pattern in any medium can be
said to convey some amount of information.
While digital signals and other data use
discrete signs to convey information, other
phenomena and artifacts such as analogue
signals, poems, pictures, music, or other
sounds convey information in a more
continuous form1.
 1. DATA-DRIVEN MANAGEMENT
is a decision-making process that relies on data and analytics
to make informed decisions. It’s also known as evidence-based
management, data-informed decision-making, or data-driven
decision support.The goal of DDM is to use data to help
managers make better decisions
Benefits of DDDM:
Objective Decisions: DDDM reduces reliance on subjective opinions and biases. Better data
leads to better decisions.
Predictive Power: Using historical data to forecast future events enhances decision-making.
Accessibility: Moderately priced computing systems capable of analyzing large data sets
(big data) have made DDDM more accessible.
1.1. DATA COLLECTION AND ANALYSIS:
1. Data Collection:
Data collection is a systematic process of gathering
observations or measurements. Whether you are
performing research for business
Define the Aim of Your Research
Choose Your Data Collection Method
Plan Your Data Collection Procedures
Collect the Data
2. Data Analysis:
Data analysis involves examining, cleaning,
transforming, and interpreting data to extract
meaningful insights.
Methods: Quantitative Analysis, Qualitative Analysis,
Mixed Methods
1.2. 6 KEY PERFORMANCE INDICATORS
(KPIS) FOR ONLINE BUSINESS SUCCESS
KPIS are the critical (key) quantifiable indicators of progress
toward an intended result. KPIs provide a focus for strategic
and operational improvement, create an analytical basis for
decision making and help focus attention on what matters
most.
 1.3. PREDICTIVE ANALYTICS

Predictive analytics is a branch of advanced

analytics that makes predictions about future
outcomes using historical data combined with
statistical modeling, data mining techniques,
and machine learning. Companies employ
predictive analytics to find patterns in this
data, identify risks, and seize opportunities
 1.4. DATA-DRIVEN DECISION MAKING

Data-driven decision-making is defined as using facts,

metrics, and insights to guide strategic business
decisions that align with goals, strategies, and
initiatives.
It is a process that involves analyzing collected data
through market research, and drawing insights, to
benefit a business or organization.
At its core, data-driven decision-making allows for a
better understanding of business needs by leveraging
real, verified data, instead of just making assumptions.
KEY STEPS IN THE DATA-DRIVEN DECISION-
MAKING PROCESS
In order to get the best quality data,
the following steps must be taken:
1. Determine your objectives
2. Write survey questions
3. Collecting survey data
4. Analyzing the results
5. Act on the data
BENEFITS OF DATA-DRIVEN DECISION MAKING
 1.5. DATA-DRIVEN CULTURE AND SKILLS
Data-Driven Culture refers to the collective
behaviors and beliefs of people who value,
practice, and encourage the use of data to
improve decision-making. In a data-driven
culture:
Data is woven into the operations,
mindset, and identity of an
organization.
Team members and leaders collect
information to gain insights into the
impact of their decisions before
implementing new policies or making
significant changes in the workplace.
Accessibility to data through systems
like databases or reporting software is
essential.
2.PROCESS OPTIMIZATION
Process optimization is the systematic
approach of analyzing and improving
business processes to achieve maximum
efficiency, effectiveness, and quality.
It involves both art and science, where
best practices can be implemented across
different business types, but each
enterprise will have unique factors to
consider.
The ultimate goal is to continuously
reduce waste, increase productivity, and
improve an organization’s bottom line
PROCESS OPTIMIZATION STEP
2.1. IDENTIFY GOALS

1. Define Clear Objectives:

Clearly articulate what you want to achieve through process optimization.
Ask questions like:
What specific outcome do we desire?
How will this process contribute to overall business success?
Are there any specific performance metrics we aim to improve?
2. Determine Measurement Criteria:
Establish how you will measure success.
Define key performance indicators (KPIs) that align with your goals.
3. Realistic Goal Setting:
Be practical and realistic.
4. Establish Deadlines:
Determine a timeline for achieving your goals.
2.2. COLLECT DATA
 2.3. PROCESS ANALYSIS
Process analysis is the exercise of analyzing business
processes to improve the way work is done. Business
process analysis (BPA) uncovers problems,
bottlenecks, and improvement opportunities.
Process analysis in 6 steps:
1. Identify your goals. Start by identifying why, when, ‍
2. Discover as-is state. Assess the current state of your
processes ‍
3. Map processes. Visualize how your processes are planned
and designed ‍
4. Redesign processes. Evaluate of how processes can be
incrementally adjusted ‍
5. Implement changes. Align your processes with the
"should-be" model and plans ‍
6. Monitor and adjust. Ensure that teams comply and
conform with agreed
 CONTINUOUS IMPROVEMENT

Continuous improvement involves making incremental

improvements to an organization's processes, systems, and
procedures.
The goal is to improve efficiency, quality, customer satisfaction
and create a cultureof innovation within the organization
It is based on finding opportunities for improvement, making
small changes based on data and feedback, and promoting
employee engagement.
Continuous improvement follows a continuous cycle of planning,
doing, evaluating, and adjusting.
 3. ENHANCE CUSTOMER EXPERIENCE
Improving customer experience involves satisfying
and meeting their requirements during encounters
with a firm. Establishing long-term client relationships
is crucial for gaining a competitive advantage. Here
are some strategies to improve the customer
experience.

Understand and meet customer needs

Provide quality service
Create convenience and flexibility
Create a unique experience
3.1. Understand and meet customer
needss Topic
1. Identify Customer Needs:
Conduct customer needs analysis through surveys, interviews, focus
groups, or social listening.
Understand the reasons behind their decision-making.
Define your target audience and segment them based on industry or
other attributes.
2. Distribute Insights:
Once you’ve identified customer needs, distribute this information across
the right teams and departments.
Ensure everyone understands the customer perspective.
3. Create Tailored Solutions:
Tailor product features and services to address specific customer needs.
Develop detailed content that speaks directly to those needs.
4. Collect Regular Feedback:
Obtain customer feedback continuously.
Learn how your efforts align with their expectations.
 3.2. Provide quality service

Quick response: Respond and

respond quickly to customer Focus on customer satisfaction
requests and inquiries. This creates and a sense of care
Treat Customers with Respect:
trust and satisfaction, helping
Customers want to feel valued
customers feel cared for and cared
and appreciated.
for.
Avoid speaking down to or
ignoring customers.

Communicate clearly and concisely:

Be honest when things go
make sure your communication is
wrong.
clear and easy to understand. This
includes using simple language and
avoiding jargon.
 3.3. CREATE CONVENIENCE AND FLEXIBILITY
Fast and flexible communication: Respond quickly to
requests, questions, and concerns from customers to
help resolve their issues promptly and effectively.
Optimize your website and mobile app: Make sure
your website and mobile app are optimized and
userfriendly on all devices.
Flexible delivery services: Offer flexible delivery
options such as express delivery, same-day delivery
or ondemand delivery to meet customer preferences.
Flexible return policy: Set up a flexible return or
exchange policy to help customers easily return or
exchange products if they are not satisfied or need to
make changes.
 4. SUPPLY CHAIN MANAGEMENT
Supply Chain Management (SCM) is the process
of managing the flow of goods and services to
and from a business, encompassing every step
involved in turning raw materials and
components into final products and delivering
them to the ultimate customer
How SCM Works:
SCM aims to centrally control or link production,
shipment, and distribution of a product.
It helps companies cut costs, eliminate needless
steps, and deliver products faster.
SCM involves managing internal inventories,
production, distribution, sales, and vendor
inventories.
 SUPPLIER MANAGEMENT
Supplier management involves selecting and
building relationships with suppliers to ensure
a reliable and efficient supply chain.
Activities include supplier selection, contract
negotiation, performance monitoring, and
collaboration to achieve mutual benefits
Effective supplier management helps reduce
risk, improve supplier performance, and
enhance overall supply chain efficiency.
Negotiate contracts and agreements on
quality standards, supply and pricing. Ensure
compliance with required standards and
quality.
 P2. DISCUSS HOW DATA IS
GENERATED AND THE TOOLS USED TO
SUPPORT BUSINESS OPERATIONS
1. GENERATE DATA
Organizations create a vast volume of transactional
data as a result of commercial activities including
sales, purchases, and financial transactions. This
data comprises customer information, product
specifications, quantity, price, and transaction time.
Operational data: Production performance
indicators, inventory levels, machine data, and
sensor data readings are among the operational data
that the company gathers from internal systems and
equipment. This data offers insights into resource
utilization and operational performance.
Customer information is gathered by organizations
through interactions like website visits, social media
interactions, questionnaires, and reviews.
 2. DATA USAGE
Data is used by organizations to help both tactical and strategic decision-
making. By identifying consumer preferences, market trends, and demand
patterns, data may be used to design new goods, optimize prices, and
allocate resources more wisely.
Performance monitoring: Data is utilized to track and assess key
performance indicators (KPIs) across multiple business operations. This
allows the business to track progress, identify areas for development, and
assess the success of its strategy and implementation actions.
Personalization and customer experience: Data-driven intelligence enables
businesses to personalize applications, tailor marketing efforts, and provide
individualized customer experiences. Organizations can use customer data
to analyze individual preferences, segment customers, and deliver tailored
offers or promotions.
 3. TOOLS FOR BUSINESS INTELLIGENCE
1. Power BI:
This is one of Microsoft's office application
products. In greater detail, Power BI is a Business
Intelligence tool whose primary goal is to simplify
and improve job quality by providing data on
financial reports, digital revenue, and so on.
Compared to Excel, Power BI has many
advantages, specifically:
Allows users to access data from multiple
sources and automate data processing
processes.
Supports connection, conversion and analysis
of large-sized data: Power BI's data processing
ability is extremely large when it can work with
8-10 million lines of data at a time.
Enhance data visualization
2. Tableau
Tableau is leading Business Intelligence (BI) and data
visualization tool, designed to make data analysis accessible
and intuitive for users across various skill levels. It empowers
individuals and organizations to transform raw data into
interactive and shareable dashboards, providing insights that
drive informed decision-making.
Features of Tableau:
Manage metadata
Support data analysis with Big Data.
Easily build Business Dashboards.
Explore business operational data.
Develop documents about operational data (Data
Stories).
Data visualization feature.
Analyze social network data.
 ELECTRONIC DEVICES SALES REPORT
Sales Report Decomposition
 t $22,264,123.45, Tailspin
A
Heli - Max Pro Flight - 6ch had
the highest Sum of Sales and
was 155,020.96% higher than
Tailspin Heli - Pro Mk III - 5ch,
which had the lowest Sum of
Sales at $14,352.75.[ ]T ailspin
Heli - Max Pro Flight - 6ch
accounted for 52.67% of Sum
of Sales.A cross all 20
Product, Sum of Sales ranged
from $14,352.75 to
$22,264,123.45.
SALES REPORT MAPS IN 2020
 t $5,443,117.550000001, Tailspin Heli - Max Pro Flight - 6ch had the highest Sum of Sales and was 47,613.58%
A
higher than Tailspin Aviator Mk2-11, which had the lowest Sum of Sales at $11,407.9.
Tailspin Heli - Max Pro Flight - 6ch accounted for 66.29% of Sum of Sales.
Across all 18 Product, Sum of Sales ranged from $11,407.9 to $5,443,117.550000001.
 SALES REPORT TREND IN 2020
 ales (339.99% increase) and Avg Price (300.85% increase) both trended up between Wednesday, January 1, 2020
S
and Tuesday, December 1, 2020.Across all metrics, Avg Price had the most interesting recent trend and started
trending up on Wednesday, April 1, 2020, rising by 77.89% (334,462.60) in 8 months.[]Avg Price jumped from
429,394.00 to 763,856.60 during its steepest incline between Wednesday, April 1, 2020 and Tuesday, December 1,
2020.
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