Information systems

Part 2: Overview, applications and concepts

 Information
management systems

• Customer Relationship Management

PART 1
System:
Stores key information about customers,
including previous sales, contact information,
and sales opportunities. Marketing, customer
service, sales, and business development teams
often use CRM.
Customer Relationship Management
 C.R.M System architecture

Web and Email

Analytics

Call Center

Costumer Back
Costumers Information Office
Fields

Marketing
Partners
C.R.M SYSTEMS
 Sales force automation system

• Sales Force Automation System: A specialized component of a CRM system that

automates many tasks performed by sales teams. It can include contact
management, lead tracking and generation, and order management.
SFA´S VS CRM
 Transaction Processing System

• Transaction Processing System:

An IMS that completes a sale and manages
related details. On a basic level, it could be
a point-of-sale (POS) system, or a system
that allows a traveller to search for a hotel,
and include room options, such as price
range, the type and number of beds, or a
swimming pool, then select and book it. 
Transaction Processing System
 Knowledge management system

• Knowledge Management System: Customer service can use a KM system to answer

questions and troubleshoot problems.
• A knowledge base is an easily accessible data storage hub that contains information
about a certain product, service, topic, or concept. Organizations create knowledge
bases to house all of the knowledge within their organization about a particular
topic, to provide one location to access this information. Knowledge bases can
target internal employees (in the case of a company knowledge base) or the public -
customers or potential customers - who want to learn more about a particular product,
topic, or concept. 
Knowledge management system
 Enterprise resource planning system

• Enterprise resource planning (ERP) refers to a type of software that

organizations use to manage day-to-day business activities such as
accounting, procurement, project management, risk management and
compliance, and supply chain operations. A complete ERP suite also includes
enterprise performance management, software that helps plan, budget,
predict, and report on an organization’s financial results.
 Enterprise resource planning system

• ERP systems tie together a multitude of business processes and enable the
flow of data between them. By collecting an organization’s shared
transactional data from multiple sources, ERP systems eliminate data
duplication and provide data integrity with a single source of truth.
• Today, ERP systems are critical for managing thousands of businesses of all
sizes and in all industries. To these companies, ERP is as indispensable as the
electricity that keeps the lights on.
 Enterprise resource planning system

• ERP systems are designed around a single, defined data structure (schema)
that typically has a common database. This helps ensure that the information
used across the enterprise is normalized and based on common definitions
and user experiences. These core constructs are then interconnected with
business processes driven by workflows across business departments (e.g.
finance, human resources, engineering, marketing, operations), connecting
systems and the people who use them. Simply put, ERP is the vehicle for
integrating people, processes, and technologies across a modern enterprise.
E.R.P SYSTEMS
7 COMMON FEATURES OF E.R.P
E.r.p. system architecture
Introduction to e.r.p.
systems
Evolution an overview
 E.R.P. ORIGINS

• ERP systems (Enterprise Resources Planning)

are considered as the result of the evolution of
the so-called MRP II systems (Manufacturing
Resources Planning), which, in turn, are the
result of the evolution of the methods for
materials management, from the company and
Information Technology throughout the
second half of the 20th century, especially in
the decades of the seventies and eighties
 E.R.P ORIGINS

• Doing a bit of history, production-oriented

computing systems date back to the early 1960s
with the first inventory control applications. It was
software development corresponding to first
generation systems. This stage, called the training
stage, is characterized by the technical limitations
of equipment and devices (in particular, input /
output peripherals), as well as the reduced offer of
software tools to facilitate the work of developing
new programs or applications.
 E.R.P ORIGINS

• The organic and functional design as well as the

development of these applications is organized
around the master files and movement files, a
classic concept of archiving and a set of programs
for their treatment.
• The structure of these files referred to the
properties of the inventory materials
(characteristics, supplier, quantities and
movements). The term Database was not in
common use in those years.
 STOCK MANAGEMENT APPLICATIONS

• For the analysis of these processes, inventory

management techniques are incorporated, based
on the concepts of Economic Order Quantity
(EOQ) that integrated storage as one more cost
when determining the size of the lots to buy or
produce as well as the concept of the Inventory
Replenishment System, also known as the
Order Point, where the supply period is used to
incorporate the variable time into materials
management.
Stock management applications primitive structures

Inventory

Material
Outlets/Inlets
Material
Management
Provisioning
Controls

Provisioning
Reports
 STOCK MANAGEMENT APPLICATIONS

• It was soon seen that these first applications based on accepting the consideration of the demand
for products as independent and homogeneous in time were unsatisfactory for the treatment of
inventory management, in particular for the cases of items with discontinuous demand, which
requires the application of alternatives to the concept of EOQ
 Material requirement planning systems

• Material Requirement Planning System

In order to respond to these limitations and face
the methodological demands of the companies'
operations, at the beginning of the following
decade, the 1970s, MRP (Materials Requirement
Planning) systems appeared to offer new
applications aimed, in particular, at the industrial
sector. and specifically oriented to the supply
functions, as an evolution of the Inventory
Control functions.