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| Preface | |
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| Acknowledgments | |
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| Introduction to Enterprise Systems for Management | |
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| Opening Case: Hershey's Enterprise 21 Project | |
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| Information Systems in Organizations | |
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| Role of IS in the Enterprise | |
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| Information Silos and Systems Integration | |
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| Enterprise Resource Planning (ERP) Systems | |
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| What is an ERP? | |
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| Evolution of ERP | |
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| Role of ERP in Business | |
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| ERP System Components | |
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| ERP Architecture | |
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| e-Business and ERP | |
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| Benefits and Limitations of ERP | |
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| ERP Implementation | |
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| ERP Life Cycle | |
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| ERP Implementation Strategies | |
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| Software and Vendor Selection | |
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| Operations and Post-Implementation | |
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| People and Organization | |
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| Project Management | |
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| Role of Consultants | |
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| Change Management | |
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| Business Process Reengineering | |
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| Global, Ethical, and Security Management | |
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| ERP Vendors | |
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| Key Vendors | |
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| Software Extensions and Trends | |
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| Implications for Management | |
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| Real World Case: Rolls Royce's ERP Implementation | |
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| Systems Integration | |
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| Opening Case: Air Cargo's e-Enterprise System | |
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| Functional Silos | |
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| Horizontal Silos | |
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| Vertical Silos | |
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| Business Process and Silos | |
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| Evolution of IS in Organizations | |
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| IS Generations | |
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| IS Architectures | |
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| IS Functionalization | |
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| Systems Integration | |
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| Logical versus Physical SI | |
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| Steps in Integrating Systems | |
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| Benefits of System Integration | |
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| Limitations of System Integration | |
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| ERP and Systems Integration | |
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| ERP's Role in Logical Integration | |
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| ERP's Role in Physical Integration | |
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| Implications for Management | |
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| Real-World Case: Systems Integration at UPS Corp. | |
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| Enterprise Systems Architecture | |
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| Opening Case: Nestle's ERP Implementation | |
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| ERP Modules | |
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| Production Module | |
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| Purchasing Module | |
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| Inventory Management Module | |
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| Sales and Marketing Module | |
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| Finance Module | |
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| Human Resource Module | |
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| Miscellaneous Modules | |
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| Benefits of Key ERP Modules | |
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| ERP Architecture | |
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| Layered Architecture Example | |
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| Types of ERP Architectures | |
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| Two-Tier Architectures | |
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| Benefits and Limitations | |
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| Web-Based Architectures | |
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| Service-Oriented Architectures | |
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| Implications for Management | |
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| Real-World Cases: Wipro and MBH | |
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| Development Life Cycle | |
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| Opening Case: Of Men and Mice: An ERP Case Study | |
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| Systems Development Life Cycle | |
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| Traditional SDLC | |
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| Rapid SDLC Approaches | |
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| ERP Implementation Life Cycle | |
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| ERP Implementation Plan | |
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| ERP Implementation Methodology | |
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| Traditional ERP Life Cycle | |
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| Rapid ERP Life Cycles | |
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| ERP Life Cycle versus SDLC | |
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| Implications for Management | |
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| Real-World Case: Two Short Cases: OilCO & ExploreCO | |
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| Implementation Strategies | |
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| Opening Case: Aquatech International Corporation | |
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| ERP Components | |
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| Hardware | |
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| Software | |
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| People Resources | |
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| Third Party Products | |
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| Why Are They Needed? | |
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| Integration with ERP | |
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| Strategic Partners | |
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| Middleware | |
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| Support | |
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| Database Requirements | |
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| Understanding Transactional and Reporting Needs | |
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| Selecting the Database | |
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| Staffing and Database Administration | |
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| ERP Approaches | |
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| Governance | |
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| Implementation Methodology | |
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| What is a Vanilla Implementation? | |
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| Why Would You Consider a Vanilla Implementation? | |
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| When Should You Consider Modifying an ERP? | |
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| Benefits and Drawbacks | |
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| ERP Implementation Examples | |
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| Platform Issues | |
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| Servers | |
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| Network | |
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| Security | |
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| Disaster Recovery and Business Continuity | |
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| Implications for Management | |
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| Real-World Case: United States Army | |
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| Software and Vendor Selection | |
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| Opening Case: Oracle Wins Out Over SAP at Welch's | |
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| Vendor Research | |
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| Matching User Requirements to Features | |
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| Request for Bids | |
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| Vendor Analysis and Elimination | |
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| Contract Management and License Agreements | |
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| Implications for Management | |
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| Real World Case: Enterprise Solutions for Fruit and Vegetable Beverage Manufacturing | |
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| Operations and Postimplementation | |
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| Opening Case: Hugger-Mugger ERP Implementation | |
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| Go-Live Readiness | |
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| ERP Training | |
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| Stabilization | |
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| Postproduction Support | |
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| Knowledge Transfer | |
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| Implications for Management | |
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| Real-World Case: Hewlett-Packard SAP Implementation | |
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| Program and Project Management | |
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| Opening Case: ABC Manufacturing: A Hypothetical Case in Unresolved Issues | |
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| Project Team | |
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| Module Experts and Subject Matter Experts | |
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| Project Leadership | |
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| Critical Success Factors | |
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| Decision-Making Process | |
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| Project Scope | |
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| Teamwork | |
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| Change Management | |
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| Implementation Team & Executive Team | |
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| Managing Scope Creep | |
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| Implications for Management | |
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| Real-World Case: Human Resource Implementation at the Smithsonian Institute | |
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| Organizational Change and Business Process Reengineering | |
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| Opening Case: FoxMeyer Drugs | |
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| Reason for Change | |
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| Organizational Commitment | |
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| Change Management | |
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| Organization Project Management Maturity Model (OPM3) | |
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| Business Process Change | |
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| Business Process Re-engineering | |
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| BPR Methodology | |
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| Current BPR Tools | |
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| Project Organization | |
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| Project Roles and Responsibilities | |
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| Implications for Management | |
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| Real-World Case: Nike ERP Implementation | |
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| Global, Ethics and Security Management | |
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| Opening Case: Outsourcing at FERC | |
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| Outsourcing | |
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| What is Outsourcing? | |
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| Outsourcing Drawbacks | |
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| Offshore Outsourcing | |
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| Software as a Service (SaaS) | |
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| Outsourcing Best Practices | |
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| Ethics | |
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| Ethical Principles | |
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| Code of Ethics for ERP | |
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| Legal Issues | |
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| Software Licensing | |
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| Implementation Partners and Consultants | |
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| Audit | |
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| SOX Compliance and EU Regulations | |
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| Security | |
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| Disaster Recovery and Business Continuity Planning | |
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| Implications for Management | |
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| Outsourcing | |
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| Real-World Case: TJX Security Breach | |
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| Supply Chain Management | |
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| Opening Case: Managing the e-Supply Chain at Cisco Systems | |
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| Supply Chain Management | |
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| SCM Drivers | |
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| SCM Flows | |
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| SCM Processes | |
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| E-Business and Supply Chain Management (E-SCM) | |
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| E-SCM Components | |
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| E-Procurement | |
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| Collaborative Design and Product Development | |
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| ERP System and Supply Chain | |
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| Integration | |
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| Supply Chain Integration | |
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| Integrating ERP and SCM Systems | |
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| Enterprise Application Integration | |
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| Phases of Enterprise Application Integration Process | |
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| Benefits of Enterprise Application Integration | |
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| Implications for Management | |
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| Real World Cases: Zara and The Limited Brands | |
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| Customer Relationship Management | |
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| Opening Case: Walt Disney CRM Strategy | |
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| What Is Crm? | |
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| CRM Evolution | |
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| CRM Today | |
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| Types of CRM | |
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| Customer Relationship Processes | |
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| CRM Delivery Processes | |
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| CRM Support Processes | |
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| CRM Analysis Processes | |
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| CRM Technology | |
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| CRM Components | |
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| CRM Packages and Vendors | |
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| CRM Architecture | |
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| On-Demand CRM | |
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| CRM Life Cycle | |
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| Implications for Management | |
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| Real World Case: Plexipave: A Failed CRM Implementation | |
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| Index | |