(BSC: Balanced ScoreCard)
( ) (Value Chain) (Firm Infrastructure) (Support Activities) (Human Resource Management) (Technology Development) (Primary Activities) (Procurement) (Inbound (Outbound (Marketing (Service) (Operations) Logistics) Logistics) & Sales) Margin
( ) (Value Chain) (Firm Infrastructure) (Human Resource Management) (Technology Development) SCM (Procurement) (Inbound (Outbound (Marketing Logistics) (Operations) Logistics) & Sales) (Service) Margin CRM
(Value Chain) E-biz (Firm Infrastructure) (Human Resource Management) SCM (Technology Development) (Procurement) (Inbound (Outbound(Marketing (Operations) Logistics) Logistics) & Sales) (Service) Margin CRM
/ /
(ISP : Information System Planning) (Architecture)
(ISP : Information System Planning)
(Strategy) (Plan&Analysis) (Monitor&Control) (Operation)
In-House Development In-House / Package mix Internet / Intranet C/S Architecture Stand alone Server ERP Stand alone PC MAIN FRAME (Host Computer) 1965 1975 1985 1995 2005
PC DB SVC CATV CATV CATV CATV Set- Top Box M/M PC M/M PC, (Contents) (Transport) (Environment) (Terminal)
* T3 : 45Mbps
STAKE HOLDERS Business Partners Suppliers, Distributions, Resellers Supply Chain Management Logistics Production Distribution Finance/Accounting/Auditing Management Control Enterprise Resource Planning (E.R.P) Enterprise Applications Integration Knowledge- Tone Applications Customer Relationship Management Administrative Control HRMS / ORMS / Purchasing Marketing SALES Customer Service Selling Chain Management Customers, Resellers EMPLOYEES HRMS; Human Resource Management System ORMS; Operating Resource Management System
Performance Measurement System Balanced Scorecard Perspective Lagging Indicator Leading Indicator F V X V X V C X X V V V I V V V V X L V X V X V Financial and Budgeting Sales and Marketing CRM Customer Profitability Data Warehouse and Data Mats Enterprisewide Data Warehouse Other Sources Operational Systems ERP Financials H R Financials Customer Master * CRM( Customer Relationship Management) Billing Operations
(EIS/OLAP/ /Mining..) / / / / NET-WORK / DB DB DB DB DB.. WWW
1960 : 1970 : 1980 : 1980 : 1990 :
(BSP) Application Package Process (Visioning) (ISP) Object Oriented Process RAD Development Process Customer Relationship Management Process Working System Data Warehouse Process Web Development Process Client/Server Process
11 22 33 44 11 22 33 44 11 22 33 44 11 22 33 44 11 22aa 33aa 44 22bb 33bb Task 1 Task 2 Task Task 3 4 Task 5 Task 6 Task 7 METRICS How long? TECHNIQUE How? What Do I Need? Inputs? ROLE Who? TASKS What? CONCEPT Why? What Do I Build? Outputs?
Application Presentation Session Transport Network Data Link Physical Presentation Application Presentation Session Transport Network DBMS Data Link Physical Presentation Processing Logic Business Processing Logic Data Processing Logic Screen Format Screen Information Window Management If... Then... Else... SQL Control & Manages Data Application Presentation Session Transport Network Data Link Physical Database
/ /CSF/KPI / /CSF/KPI (CSF) (CSF)
(ISP) (BAA) (BSD)
Future Vision Business Process Re-engineering Multiple Implementation Approaches Current Business Practices Future Business Practices Forward Engineering Analysis Design Package Solution Construction Transition Analysis Package Acquisition Package Deployment Information Strategy Planning IS Plans to Meet Future Business Redevelopment Engineering Redevelop -ment Planning Inventory/ Analysis Positioning Transformation Future Systems Current Systems
? Iterative & Incremental
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????????? Concurrent Process
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(DW/ OLAP) Data Mining ETL
Strategy Segmentation Targeting Positioning CRM Strategic Visioning Quick Win Process As-Is To-Be Data Data Application As-Is CRM IT IT IT IT Application IT IT To-Be CRM IT IT Solution Mapping IM IM IT
CRM VISION
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2a 3a 4 2b 3b Task 1 Task 2 Task 3 Task 4 Task 5 Task 6 Task 7 Process Map
Methodologies Process Project Plan
WBS OBS $ BUDGET