第04讲-信息系统与管理变革

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4Email:zhangyl@seu.edu.cnSchoolofEconomicsandManagement,SoutheastUniversity4„4.1„4.2„4.3(BPR)„4.4(SCM)„4.5(CRM)SchoolofEconomicsandManagement,SoutheastUniversity4.1„Case4.1„Case4.2GTESchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversityCase4.1----SchoolofEconomicsandManagement,SoutheastUniversityCase4.1----SchoolofEconomicsandManagement,SoutheastUniversityCase4.2(GTE)„„‰‰‰‰SchoolofEconomicsandManagement,SoutheastUniversityCase4.2(GTE)„‰“”‰“”‰“”„‰‰0.5%40%SchoolofEconomicsandManagement,SoutheastUniversity„„„„SchoolofEconomicsandManagement,SoutheastUniversity4.2------(1/5)1910192019301940195019601970198019902000≠SchoolofEconomicsandManagement,SoutheastUniversity4.2------(2/5)PCDSSWhat-ifDSSKWSMISSchoolofEconomicsandManagement,SoutheastUniversity4.2------(3/5)ITIT/()SchoolofEconomicsandManagement,SoutheastUniversity4.2------(4/5)ITITInternetSchoolofEconomicsandManagement,SoutheastUniversity4.2------(5/5)Internet()SchoolofEconomicsandManagement,SoutheastUniversity4.3(BPR)„„„„„„SchoolofEconomicsandManagement,SoutheastUniversity(BusinessProcessReengineering,BPR)SchoolofEconomicsandManagement,SoutheastUniversity„‰„‰‰‰SchoolofEconomicsandManagement,SoutheastUniversity„‰‰„‰‰SchoolofEconomicsandManagement,SoutheastUniversityƒƒƒƒSchoolofEconomicsandManagement,SoutheastUniversity„„„„„SchoolofEconomicsandManagement,SoutheastUniversityITSchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversity„‰‰„‰SchoolofEconomicsandManagement,SoutheastUniversity„„„„SchoolofEconomicsandManagement,SoutheastUniversity„„„„SchoolofEconomicsandManagement,SoutheastUniversity„„„„„SchoolofEconomicsandManagement,SoutheastUniversity4.4(SCM)„„„„„„SchoolofEconomicsandManagement,SoutheastUniversity„SchoolofEconomicsandManagement,SoutheastUniversity„„SchoolofEconomicsandManagement,SoutheastUniversity“”-1-1-800-8-5-5SchoolofEconomicsandManagement,SoutheastUniversity“”„‰‰10050‰6060„‰‰501‰3013001)5030050136533,2502)6030030136528,95010001)50100050136568,2502)60100030136570,9501)2)√√SchoolofEconomicsandManagement,SoutheastUniversityABC123SchoolofEconomicsandManagement,SoutheastUniversityABC123SchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversity……SCMERPCRMSchoolofEconomicsandManagement,SoutheastUniversity„„„„SchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversity„(Doublemarginalization)(Spengler,1950)/cpc’wc’’pQ2Q1Q1≥Q2SchoolofEconomicsandManagement,SoutheastUniversity------:250164164::6969::1717//////SchoolofEconomicsandManagement,SoutheastUniversity------34342525104104--11,000,000(1(1))3838(6)SchoolofEconomicsandManagement,SoutheastUniversity„“”‰10‰12-20‰2-50%‰/SchoolofEconomicsandManagement,SoutheastUniversity„‰‰‰„‰‰‰SchoolofEconomicsandManagement,SoutheastUniversity‰‰SchoolofEconomicsandManagement,SoutheastUniversity------SchoolofEconomicsandManagement,SoutheastUniversity------1~146~1210%~25%010%~40%1%~2%40%~100%10%20%~60%5%~20%SchoolofEconomicsandManagement,SoutheastUniversity„‰‰„‰‰„‰‰SchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversity„„SchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversity„„‰‰„‰SchoolofEconomicsandManagement,SoutheastUniversity„‰‰‰„„‰‰„SchoolofEconomicsandManagement,SoutheastUniversity„‰‰‰‰‰‰‰‰SchoolofEconomicsandManagement,SoutheastUniversity„‰„‰(RiskPoolingeffect)‰(Learningeffect)„‰‰‰SchoolofEconomicsandManagement,SoutheastUniversity---SchoolofEconomicsandManagement,SoutheastUniversity„‰‰„-20‰‰‰„‰‰SchoolofEconomicsandManagement,SoutheastUniversity„„„„„„SchoolofEconomicsandManagement,SoutheastUniversity4.5(CRM)„‰‰‰?„‰2000‰‰‰‰SchoolofEconomicsandManagement,SoutheastUniversity„‰()‰“”„‰‰‰‰emailSchoolofEconomicsandManagement,SoutheastUniversity„‰‰‰‰SchoolofEconomicsandManagement,SoutheastUniversity“”CRM„CRM(CustomerRelationManagement)‰;‰QSCVSchoolofEconomicsandManagement,SoutheastUniversity4.5(CRM)„(1)CRM„(2)CRM„(3)CRM„(4)CRM„(5)CRM„(6)CRM„(7)CRMSchoolofEconomicsandManagement,SoutheastUniversity(1)CRM„‰:;‰:;‰:;‰:;‰SchoolofEconomicsandManagement,SoutheastUniversity„“”‰‰“”“”„“”‰‰“”“”SchoolofEconomicsandManagement,SoutheastUniversity„“”‰‰“”“”SchoolofEconomicsandManagement,SoutheastUniversity????,??SchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversity„(CRM)‰(GartnerGroup)‰(IBM)‰/SchoolofEconomicsandManagement,SoutheastUniversity„(CRM)‰CRMSchoolofEconomicsandManagement,SoutheastUniversity(2)CRM„„„„SchoolofEconomicsandManagement,SoutheastUniversity-+3%+10%/+1%/+5%-10%/:BartonGoldenberg,PresidentofISMSchoolofEconomicsandManagement,SoutheastUniversity....HELP!HELP!SchoolofEconomicsandManagement,SoutheastUniversitySchoolofEconomicsandManagement,SoutheastUniversityInternetInternetInternet&&SchoolofEconomicsandManagement,SoutheastUniversity...!SchoolofEconomicsandManagement,SoutheastUniversity„‰70%‰5‰5%25%85%„SchoolofEconomicsan
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