H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Ni dung chnh
I HC BCH KHOA H NI

Khoa Kinh t & Qun l

ng dng CNTT trong doanh nghip

Cc dng HTTT phn loi theo chc nng nghip v Cc dng HTTT phn loi theo cp ng dng Cc HTTT tch hp trong doanh nghip: SCM, CRM, v ERP Nhng thch thc trong ng dng CNTT trong doanh nghip

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cc dng HTTT trong doanh nghip

I HC BCH KHOA H NI

Khoa Kinh t & Qun l

HTTT ng dng trong doanh nghip HTTT lin doanh nghip Thng mi in t, kinh doanh in t

1. H thng thng tin trong doanh nghip

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cc dng HTTT trong doanh nghip

H thng tr gip lnh o (ESS)

Cc HTTT chnh trong doanh nghip

Cc h thng mc chin lc
D bo xu hng bn hng 5 nm ti D bo ngn sch 5 nm ti KH li nhun KH nhn s

Cc h thng mc chin thut HTTT phc v qun l (MIS) HT tr gip quyt nh (DSS) HT chuyn mn (KWS) HT vn phng (OAS) HT x l giao dch (TPS)
Qun l bn hng Kim sot hng tn kho Phn tch th trng tiu th Lp KH SX Phn tch vn u t Phn tch v tr kinh doanh Phn tch chi ph Phn tch gi/li nhun

Cc h thng mc kin thc

HT thit k HT x l ti liu HT lp nh ti liu HT ha Lch in t

Cc h thng mc tc nghip
Theo di n t hng Kim sot my mc Thanh ton lng o to & pht trin Mua bn chng khon Qun l tin mt Qun l khon phi thu/ phi tr Qun l KH SX 2007, TS. Phm Th Thanh Hng

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

2.1 H thng x l giao dch

I HC BCH KHOA H NI

Khoa Kinh t & Qun l

H thng x l giao dch (TPS) = h thng thu thp v lu tr d liu th giao dch; c th kim sot cc quyt nh c to ra nh mt phn trong giao dch
Giao dch = mt s kin to hoc m ha d liu

Mt s TPSs b qua nhng ngi th k v thc hin cc giao dch hon ton t ng

1.1. H thng x l giao dch (TPS)

D liu v nhn vin (t nhiu phng ban) Tp bng tr lng

Quyt ton: lng

H thng Tr lng

Bo co Qun l
Qun l ti liu Kim tra ca nhn vin

Cc d liu trong tp bng tr lng

Nhn vin S hiu Tn a ch Phng V tr cng tc Mc lng Thi gian ngh Tng lng Thu nhp Cc s liu i km Thu thu nhp Khc Truy vn trc tuyn: thu nhp

Bng lng
S hiu Nhn vin 45848 Tn Nhn vin Nguyn Vn A Tng lng 2000000 Thu thu nhp 400000 Thu nhp 6000000

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Hot ng trong mt vn phng

I HC BCH KHOA H NI

Khoa Kinh t & Qun l

Cc hot ng chnh trong vn phng ho ch 1. Qun l ti liu

To tp tin, lu tr, khi phc, lin kt hnh nh, v cc ti liu di dng s ha

T l 40%

CNTT h tr tr
Cc phn cng v phn mm x l vn bn, in n vn phng, x l ti liu s Lch s To lch in t Th in t Cc phn mm lm vic theo nhm Lin lc in thoi Th thoi Cc phn mm lm vic theo nhm CSDL khch hng Theo di d n Qun l thng tin c nhn Cc cng c qun l d n: PERT, CPM, MS Project

2. Ln k hoch cho mi c nhn v cc nhm lm vic

10%

1.2. HTTT t ng ha vn phng (OAS)

Thit k, qun l, v lin kt cc ti liu, cc KH v lch hot ng

3. Lin kt cc c nhn v cc nhm

Thit lp, nhn, v qun l cc cuc lin lc gia cc c nhn v cc nhm

30%

4. Qun l d liu v cc c nhn v cc nhm

Lp v qun l d liu v cc khch hng, nh cung cp & cc t chc bn ngoi & bn trong DN

10%

5. Qun l d n
Lp k hoch, thc hin, nh gi, v iu khin cc d n Phn phi cc ngun lc Cc quyt nh c nhn
10

10%

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

HTTT t ng ha vn phng

V d v h thng thng tin t ng ha vn phng

X l v n bn

HTTT t ng ha vn phng l mt h thng da trn my tnh nhm thu thp, x l, lu tr, v gi thng bo, tin nhn, ti liu, v cc dng truyn tin khc gia cc c nhn, cc nhm lm vic, v cc t chc khc nhau

in Th
H th n i ng in n t

ng H th ng th truyn

Phng hp vin thng Fax

H thng sao chp

Q nh un im l v g H thn trao i DL

m h l t Lc in c vi

ng th H l VP n qu

H thn g x l n h

Qu n l
X l

v n

nh

ng t h i a H timed l mu

11

2007, TS. Phm Th Thanh Hng

12

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

u v nhc im ca t ng ha cng vic vn phng

I HC BCH KHOA H NI

Khoa Kinh t & Qun l

u im
Truyn thng hiu qu hn Truyn thng trong thi gian ngn hn Gim thi gian lp li cc cuc gi, trnh kh nng ngi nhn cha sn sng nhn tin (SMS, Fax) Loi b vic tht lc th trong qu trnh gi

Nhc im
Chi ph cho phn cng kh ln Ngi s dng t c kh nng quan st vai tr ca cng vic An ton thng tin ca doanh nghip b e da v thng nhn c nhng thng tin khng mong mun, gy gin on cng vic

1.3. HTTT qun l tri thc (KWS)

13

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Khi lng thng tin

Qun l tri thc

S lng thng tin m ta c th thu c trong mt ngy tm kim nhiu hn mt ngi c hc vn trung bnh tch ly sut c i trong th k 17. Wright, Hodgson, v Craner trong cun The Future of Leadership ch r
Nhng nh qun tr tm thy mnh trong mt ng hm lng gi vi hng t giy t ang c thi ti tp v pha h. H ch nht c mt v bc i vi v gi v nh bit ht cu tr li. Tt c nhng g m h pht hin ch l mt phn mt ca nh.

HTTT qun l tri thc (KWS): cc h thng c thit k qu th (KWS) h tr vic chia s kin thc hn l chia s thng tin H tr vic phn loi d liu v thng tin, kim sot, thit k, lp k hoch v lch hnh ng, to ra cc gii php khc nhau gii quyt cho mt vn c th cho doanh nghip Tri thc hiu hiu v ng dng mt cch v thc th hi Tri thc trnh by c thu thp mt cch chnh thc, th tr v m ha trong cc CSDL

Thng tin phong ph = thng tin qu ti Lm th no bin thng tin sang tri thc hu dng v x l chng nh th no?

15

2007, TS. Phm Th Thanh Hng

16

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Qun l tri thc

C s CNTT cho vic cung cp tri thc

Chia s tri thc Phn phi tri thc

Tri thc

H thng h tr nhm Phn mm h tr nhm Intranet

H thng vn phng X l vn bn In nh & trang mng Lch in t H thng cng vic kin thc CAD H thng o

Thng tin
Thu thp & m ha tri thc

H thng tr tu nhn to H thng chuyn gia Vn phng thng minh

To tri thc Phn mm Cng c Internet 2007, TS. Phm Th Thanh Hng

D liu

19

2007, TS. Phm Th Thanh Hng

20

C s h tng CNTT cho vic cung cp tri thc

Mng

CSDL

Vi x l

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

So snh vic x l kin thc v x l thng tin thng thng

HTTT qun l tri thc trong doanh nghip

Qu trnh x l tri thc

D liu Khi nim C s tri thc (khi nim) Truy cp vo CSDL X l khng dng thut ton u vo

X l thng tin
D liu

Vai tr ca HTTT qun l tri thc trong doanh nghip

Din t cc tri thc ngoi doanh nghip Ngi c vn ni b ca mi doanh nghip Nhn cng tri thc l nhng tc nhn thay i t chc Qun l tri thc l cng vic tn km Qun l tri thc hiu qu i hi phi xy dng mt h thng gii php lai ghp gia con ngi v cng ngh Qun l tri thc cn phi c nhng ngi qun l c kin thc Qun l tri thc c li t vic sp xp, nh hng nhiu hn l t cc m hnh, c xy dng t th trng hn l t h thng cp bc Chia s v s dng thng tin thng khng phi l mt hnh ng t nhin Qun l tri thc c ngha l pht trin qu trnh x l tri thc Truy cp d liu mi l bc u tin Qun l tri thc khng bao gi c im dng
2007, TS. Phm Th Thanh Hng

c im trong qun l tri thc

C s lu tr CSDL

X l

Thut ton

Hng dn/Gii thch cc gii php

u ra

S liu

21

2007, TS. Phm Th Thanh Hng

22

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Yu cu i vi HTTT qun l tri thc

Cc loi HTTT qun l tri thc

Phi lin h c vi nhiu ngun thng tin v d liu bn ngoi doanh nghip i hi cc phn mm h tr ha, phn tch, qun l ti liu, d liu, v c kh nng truyn thng mc cao hn cc h thng khc Phi c h tr v phn cng C nhng giao din tin ch Phi s dng cc my trm mnh hn so vi cc my vi tnh thng thng

Tr tu nhn to H thng chuyn gia

23

2007, TS. Phm Th Thanh Hng

24

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cc loi HTTT qun l tri thc

Cc loi HTTT qun l tri thc

H thng tr tu nhn to (Artificial Intelligence - AI) th tr tu

Pht trin cc chng trnh my tnh thc hin mt s cc hnh vi tri thc ca con ngi Gip cho DN to mt c s d liu kin thc Phc v cho mt s cc lnh vc c bit
Bt u nhng nghin cu v AI 1950 Phng php gii quyt cc vn tng qut
25

ng dng ca AI
X l ngn ng t nhin T ng ha Nhn dng cc cnh ng (h thng v tinh) Nhn dng m thanh My t hc

Thng mi ha AI

1960

1970 Phng php biu din kin thc

1980 H thng kin thc cho cc lnh vc c bit

1990 Tch hp AI vi mi trng HTTT chung

26

2007, TS. Phm Th Thanh Hng

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cc loi HTTT qun l tri thc

Cc thnh phn ca h thng chuyn gia

H thng chuyn gia (Expert System - ES) th

Mt h thng kin thc s dng kin thc cho cc lnh vc ng dng v cc th tc can thip gii quyt cc vn m thng thng phi yu cu ti cc chuyn gia gii quyt Kin thc su trong mt lnh vc hp Thng s dng quy lut nu-th C s d liu chuyn gia

C s kin thc
Quy lut nu-th do cc chuyn gia cung cp

C cu tham kho
S dng cc quy lut v CSDL quyt nh nn tng hp cc s kin no

CSDL
Thc t v mt tnh trng no , c th c c t mt CSDL khc, hoc l do tng tc vi ngi s dng

Giao din
Phng thc giao tip vi ngi s dng hoc nhn nhng d liu mi

Din gii
Theo yu cu ca ngi s dng
27

2007, TS. Phm Th Thanh Hng

28

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng chuyn gia

H thng chuyn gia

u im
Hon thnh cc phn cng vic thm ch nhanh hn mt chuyn gia T l sai st kh thp (i khi cn thp hn mt chuyn gia) C kh nng to c nhng li khuyn ph hp v khng thay i C th ng vai tr ca mt chuyn gia him mt lnh vc hp Khi c s dng cho mc ch o to, ES gip qu trnh hc hiu qu hn C th s dng ES cho nhng mi trng gy nguy him cho con ngi C th s dng to kin thc ca mt t chc C th cung cp kin thc ti bt k thi im no

Nhc im ca ES
Gii hn v mt cng ngh Kh thu thp kin thc cho ES
Phi xc nh c ai l chuyn gia cho lnh vc ang quan tm Phi c s thng nht gia cc chuyn gia trong cng lnh vc v gii php cho mt vn c th Chuyn gia phi sn sng hp tc vi cc nhn cng kin thc

Kh duy tr cc chuyn gia trong mt t chc

29

2007, TS. Phm Th Thanh Hng

30

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng chuyn gia

I HC BCH KHOA H NI

Khoa Kinh t & Qun l

Cc lnh vc ng dng
Phn loi Chn bnh iu khin Kim sot cc qu trnh Thit k Lp k hoch v lch trnh To cc la chn

1.4. HTTT phc v qun l (MIS)

Cung cp thng tin cho vic qun l

31

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

MIS

V d v HTTT phc v qun l

H thng thng tin phc v qun l (MIS) cung cp th ph qu thng tin cho vic qun l t chc Ly v tng hp d liu t TPSs
Cho php cc nh qun l kim sot v iu khin cc t chc Cung cp nhng thng tin phn hi chnh xc

HTTT x l giao dch

Tp n t hng Tp thng tin v SX
H thng x l n hng

H thng thng tin phc v qun l

Cc tp MIS
D liu bn hng D liu chi ph n v SP D liu thay i SX D liu chi ph

Cung cp cc bo co c bit trn c s c lp k hoch

H thng lp KH nguyn vt liu

Bo co

Nh qun l

Tp k ton

H thng Ti khon chung

33

2007, TS. Phm Th Thanh Hng

34

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cc dng quyt nh
I HC BCH KHOA H NI

Khoa Kinh t & Qun l

Quyt nh c cu trc: nhng quyt nh c th a ra thng qua mt lot cc th tc thc hin c xc nh trc, thng c tnh lp li v theo thng l

1.5. H thng thng tin h tr ra quyt nh (DSS)

VD: Xc nh s lng t hng, thi im mua NVL My tnh ha hon ton (HTTT x l giao dch)

Quyt nh bn cu trc: cc nh qun l ra quyt nh mt phn da trn kinh nghim c, t c tnh lp li

VD: D bo bn hng, D tr ngn sch, Phn tch ri ro Con ngi ra quyt nh vi s h tr ca my tnh

Quyt nh phi cu trc: nh qun l phi t nh gi, v hiu r cc vn c t ra, thng khng c tnh lp li
VD: Thng tin cho nhn s, Gii thiu cng ngh mi Con ngi ra quyt nh v my tnh c th h tr mt s phn vic
37

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

HTTT h tr ra quyt nh (DSS)

Cc thnh phn chnh ca HTTT h tr ra quyt nh

HTTT h tr ra quyt nh (DSS) mt h thng thng tr quy tin tng tc cung cp thng tin, cc m hnh, v cc cng c x l d liu h tr cho qu trnh ra cc quyt nh c tnh na cu trc v khng c cu trc V d Cc thnh phn chnh
CSDL: tp hp cc d liu c t chc sao cho d dng truy cp Cc m hnh c s: Cc m hnh phn tch v ton hc gii p; v d: m hnh nu th v cc dng phn tch d liu khc H thng phn mm h tr quyt nh: cho php ngi s dng can thip vo CSDL va c s m hnh

TPS

KWS

MIS Cc m hnh c s M hnh thng k M hnh d bo

DSS C s d liu

M hnh iu hnh M hnh lp KH DSS

H thng phn mm HTTT h tr ra Q

Giao din Ngi s dng

40

2007, TS. Phm Th Thanh Hng

42

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

DSS thay i c tnh ca quyt nh

DSS thay i c tnh ca quyt nh

DSS h tr cho nhng quyt nh dng bn cu trc ca nh qun l Tuy nhin bn cht ca nhiu vn s thay i khi ta nghin cu k v chng C cu trc Bn cu trc Khng c cu trc

V d:
Qun l chui cung cp trong nhng nm gn y c th tr nn t ng ha hon ton vn ny trc y tng ph thuc rt nhiu vo tri thc ca mt s nhn vin quan trng (trng phng vt t)
Quyt nh dng bn cu trc tr nn c cu trc

C vua: mi ngi u cho rng my tnh s khng bao gi c th thng c mt vua c

5/1997: Deep Blue ca cng ty IBM nh thng vua c Garry Kasparov Quyt nh khng c cu trc tr thnh c cu trc

Cc quyt nh c xu hng dch dn v bn tay tri khi mc phc tp c lm r, v khi my tnh tr nn mnh hn

43

2007, TS. Phm Th Thanh Hng

44

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

DSS V d

Hin nay, DSS ang c ng dng trong nhng lnh vc no?

45

2007, TS. Phm Th Thanh Hng

46

2007, TS. Phm Th Thanh Hng

10

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

DSS V d

DSS V d

47

2007, TS. Phm Th Thanh Hng

48

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

DSS V d

Cc dng DSS

H thng truy xut d liu Truy xut d liu H thng phn tch d liu H thng phn tch d liu cho d bo H thng da trn cc m hnh k ton H thng da trn cc m hnh quan h H thng da trn cc m hnh ti u H thng vi cc m hnh t vn
2007, TS. Phm Th Thanh Hng

nh hng DL

Phn tch d liu Cc m hnh n gin

Cc m hnh phc tp Chuyn gia trong lnh vc hp nh hng m hnh

2007, TS. Phm Th Thanh Hng

49

50

11

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

V d v HTTT h tr ra quyt nh

HTTT h tr nhm (GSS)

American Airlines Cng ty vn Equico Cng ty du Chaplin Frito-Lay, Inc. Juniper Lumber Southern Railway Kmart United Airlines B quc phng M

La chn gi v tuyn bay nh gi u t Lp k hoch v d bo nh gi, qung co, & khuyn mi Ti u ha qu trnh sn xut iu khin tu & tuyn i nh gi v gi c SP Lp k hoch cc chuyn bay Phn tch hp ng cho quc phng

H tr truyn thng bng cch h tr cc cuc hp Dn hng cho vic suy ngh v tranh lun

51

2007, TS. Phm Th Thanh Hng

52

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H tr ca h thng ra quyt nh theo nhm

HTTT h tr ra quyt nh theo nhm

Pht trin cc k hoch nh trc Tng kh nng tham gia To mt khng kh ci m v hp tc To s t do ch trch cc kin Nhm mc tiu nh gi T chc v nh gi cc kin Thit lp th t u tin v to cc quyt nh To ti liu ca cuc gp Truy cp cc thng tin bn ngoi S bo ton nhng ghi nh ca t chc
53

c tnh ring ca qu trnh ra quyt nh theo nhm c tnh ring ca mi nhm c tnh ca nhim v m nhm phi trin khai T chc m nhm ang lm vic S dng cc cng ngh thng tin nh h thng gp mt in t v h thng to quyt nh theo nhm Qu trnh lin h v to quyt nh m nhm ang s dng

2007, TS. Phm Th Thanh Hng

54

2007, TS. Phm Th Thanh Hng

12

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cng c ca h thng h tr nhm

I HC BCH KHOA H NI To tng ng no Hng dn tho lun Thit lp ca nhm

Khoa Kinh t & Qun l

Qun l b phn

T chc tng

T chc tng Phn tch Vit li theo nhm

1.6. HTTT h tr lnh o (ESS) tr

Lp k hoch tng b phn

Sp xp th t u tin

B phiu nh gi cc la chn Bng ly kin Ma trn nhm Thng tin v chnh sch Xc nh cc nh u t

Pht trin chnh sch

Ghi nh theo t chc

55

Phn tch DN T in nhm Tnh hung n gin Truy cp thng tin Nng sut lao ng c nhn

2007, TS. Phm Th Thanh Hng

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

HTTT h tr lnh o (ESS) H thng thng tin h tr lnh o (ESS) = mt h thng tng tc th tr cao cho php truy cp thng tin t cc kt qu kim sot v tnh trng chung ca doanh nghip S dng c thng tin bn trong v thng tin cnh tranh Giao din thn thin ngi s dng C kh nng i t vn khi qut n cc chi tit c thit k cho nhng nhu cu ring ca CEO Tng cng h tr cho nhn vin trong cng ty V d:
SUTTER HOME WINERY: xy dng tr tu kinh doanh phc v cho nhng ngi bn hng, nh phn phi v ngi bn l ROYAL BANK OF CANADA: H thng theo di cc danh mc u t cung cp cc thng tin v ri ro U.S. GENERAL SERVICES ADMINISTRATION: nhanh chng, d dng xem cc ti sn*
57

M hnh h thng ESS

Ngun d liu
Ti liu vit tay t nh qun l cp di Ti liu c m ha t nh qun l cp di H thng d liu ca cng ty Ti liu vit tay t bn ngoi Ti liu c m ha t bn ngoi
58

Giao din theo yu cu ca ngi s dng

nh qun l cp cao

Phn mm ng dng EIS CSDL ca EIS

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

c im chnh ca ESS

V d v giao din ca ESS Netsuite*

Truy cp c thc trng hin ti Th in t CSDL bn ngoi X l vn bn bng tnh T ng lp file Phn tch xu hng Cc cch trnh by kt qu khc nhau

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Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

HTTT h tr lnh o (ESS)

Tng quan gia cc h thng

Li ch: Linh hot C kh nng phn tch, so snh, v xc nh cc xu hng H tr ha khm ph cc tnh hung Thc hin kim sot Cp nht, cho php dng d liu theo st cc hot ng

HTTT h tr lnh o (ESS) HTTT phc v qun l (MIS) HTTT h tr ra quyt nh (DSS)

H thng chuyn gia (KWS & OAS)

61

HTTT x l giao dch (TPS)

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H thng theo cch nhn truyn thng

I HC BCH KHOA H NI

Khoa Kinh t & Qun l

Chui gi tr
Logistics Sn xut Ti chnh Marketing v bn hng H tr

Phm vi ca t chc

2. Cc HTTT tch hp ph bin

Nh cung cp

Quy trnh nghip v

Quy trnh nghip v

Quy trnh nghip v

Quy trnh nghip v

Quy trnh nghip v

Phm vi ca t chc

Khch hng

Logistics

Sn xut

Ti chnh

Marketing v bn hng

H tr

H thng kinh doanh

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H loi theo quy tin ch h l 1.4 Phnthng thngm tqunp (1/5) lo

Chng 2: ng dng CNTT trong doanh nghip

H thng theo quan im ca doanh nghip

Khi nim h thng tch hp trong doanh nghip

Chui gi tr kinh doanh

Cc nh cung cp Logistics Sn xut Ti chnh Marketing & bn hng H tr Khch hng

L nhng h thng lin kt xuyn sut nhiu b phn chc nng, cp bc t chc v n v kinh doanh
Cc h thng c lp Cc h thng tch hp

Quy trnh nghip v Quy trnh nghip v Quy trnh nghip v

Logistics

Sn xut

Ti chnh

Marketing & bn hng

H tr

H thng kinh doanh ca DN

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Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Cc HTTT tch hp cc chc nng c ng dng ph bin trong DN

Trao i d liu in t (EDI)

Chuyn i d liu in t (EDI) Chuy li i

Truyn d liu kinh doanh gia cc h thng thng tin my tnh ca hai doanh nghip

Ngi bn

Khch hng

H thng qun l chui cung ng (SCM) th qu chu

EDI v SCM l cc thnh phn ca mt xu hng chung cho php thc hin s kt ni gia nh cung cp v cc khch hng ca h
My tnh

n t hng Thanh ton Ch v chuyn hng Cp nht v gi Ha n

My tnh

H thng hoch nh ngun lc doanh nghip (ERP) th ho ngu nghi H thng qun l quan h khch hng (CRM) th qu kh

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

EDI theo truyn thng & Internet EDI ng dng trong kinh doanh Li nhn EDI An ton mng Li nhn EDI ng dng trong kinh doanh Trc EDI

S dng EDI

t hng Sau EDI Trnh duyt mng My ch mng My ch EDI Lu kho

Internet

Tiu chun EDI: EDI FACT, ANSI X.12

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Ti sn

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H loi theo quy tin ch h l 1.4 Phnthng thngm tqunp (3/5) lo

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

HTTT qun l chui cung ng (SCM)

Li ch ca chui cung ng

L h thng tch hp gip qun l v lin kt cc b phn sn xut, khch hng v nh cung cp
Tng nhanh thi gian p ng n hng Thc hin k hoch giao hng tt Tng doanh thu Tng cht lng dch v khch Gim lu kho Gim thi gian t hng

Li ch

Gim lng hng hng Gim chi ph iu hnh chung

Khch hng
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Nh cung cp

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Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Qun l chui cung ng

H thng chui cung ng

D bo

Tnh hiu qu ca h thng SCM c th cho php doanh nghip:

Gim p lc t pha ngi mua Tng p lc ca chnh n vi vai tr l nh cung cp Tng chi ph chuyn i nhm ngn chn s cnh tranh t pha cc dch v hoc sn phm thay th To ro cn i vi cc i th mi gia nhp ngnh Tng kh nng xy dng c u th cnh tranh vi chi ph thp

Lp k hoch nguyn vt liu Lp k hoch mt Ngun cung cp n t hng & x l Lp k hoch hon thnh n hng NVL sn c K hoch sn xut Phn phi NVL n t hng u tin KH sn xut KH phn phi

Qu trnh nhp mi

Qu trnh sn xut

Qu trnh lp k hoch t hng

Nhn v ti hng

K hoch phn phi tn nh Qu trnh phn phi

Nhn & ti hng

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng qun l chui cung ng

CRM - Gi tr ca khch hng trung thnh

Cc vn vi chui cung ng X l theo chui tun t chm Ch i gia cc khu trong chui

Gii php c h tr bi CNTT

C c khch hng trung thnh, DN thng c nhng li im Chi ph tip cn thp Nhy bn vi nhu cu ca khch hng, kh nng gii thiu sn phm mi thnh cng cao hn Khai thc c nhng mi quan h tim nng
77

X l song song Xc nh nguyn nhn (DSS) v h tr truyn thng, hp tc (PM h tr nhm) Tn ti nhng hot ng ko to nn Phn tch gi tr (phn mm SCM), phn gi tr mm m phng Phn phi cc ti liu giy t chm Ti liu in t v h thng truyn thng (EDI) Chm tr chuyn hng t cc kho S dng robot trong cc kho cha, s dng cha phn mm qun l kho hng D tha trong chui cung ng: qu Chia s thng tin qua mng, to cc nhm nhiu n hng, ng gi qu nhiu,.. hp tc c h tr bi CNTT Mt s hng ha b hng do lu kho Gim mc lu kho bng cch chia s qu lu thng tin trong ni b v c vi bn ngoi
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Ngi mua khng toan tnh

Mi khch hng chnh l mt c hi kinh doanh

Ngi mua thn thit Khch hng hi lng c tnh n chi ph chuyn i Khch hng quen thuc Khch hng thng thay i (qua ng)

Nm cp trung thnh ca khch hng

(Ngun: Aaker, 1998)
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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

CRM

HTTT qun l quan h khch hng (CRM)

4 P tr thnh 4 C
Product (Sn phm) Price (Gi c) Promotion (Khuyn mi) Place (a im)
Customer Value (Gi tr) Cost to the Customer (Chi ph) Communication (Giao tip) Convenience (S tin li)

L h thng tch hp gip qun l v lin kt ton din cc quan h vi khch hng qua nhiu knh v b phn chc nng khc nhau

Qun l quan h vi khch hng Qu kh

Cung cp nhng dch v c cht lng cao cho khch hng bng cch thng xuyn lin h vi khch hng, phn phi cc sn phm v dch v cht lng cao, thu thp cc thng tin v tm kim gii php cho cc vn m khch gp phi, xc nh nhng mong mun ca khch hng.
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Khch hng
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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

CRM

CRM

CRM khng n gin l vn v cng ngh, m l chin lc, quy trnh nghip v, v mc tiu kinh doanh ca daonh nghip c thit lp quy m ton doanh nghip CRM c th cho php doanh nghip:
Xc nh dng khch hng Xy dng cc chin dch marketing cho tng c nhn khch hng i x vi khch hng trn phng din l mi c nhn Hiu r v hnh vi mua hng ca khch hng

Tp trung vo qun l ton din vic quan h khch hng hin ti v khch hng tng lai Tch hp nhng quy trnh lin quan ti khch hng v tng hp thng tin khch hng t nhiu knh Tng hp d liu t nhiu ngun v cung cp cng c phn tch i hi nhng thay i v chu trnh bn hng, tip th, v dch v khch hng i hi s h tr t pha lnh o v thc r rng v li ch em li t vic hp nht d liu khch hng

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

HTTT hoch nh ngun lc doanh nghip (ERP)

H thng hoch nh ngun lc doanh nghip (ERP)

L h thng tch hp v phi hp hu ht cc quy trnh tc nghip ch yu cu doanh nghip Thu thp d liu t mt s chc nng chnh v lu tr d liu trong kho cha d liu tng hp

Li ch Thay i c cu t chc, quy trnh qun l, nn tng cng ngh, v nng lc kinh doanh c thit k da trn cc quy trnh nghip v xuyn chc nng v c th ci thin tnh hnh bo co qun l v ra quyt nh Cung cp mt nn tng cng ngh thng tin duy nht, hon thin v thng nht, cha ng d liu v tt c cc quy trnh nghip v ch yu Gip DN thit lp nn tng cho vic ly KH lm trng tm

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H thng thng tin qun l

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H thng hoch nh ngun lc doanh nghip (ERP)

I HC BCH KHOA H NI

Thch thc i hi nhng khon u t ln Thay i phng thc hot ng ca DN i hi nhng phn mm phc tp v u t ln v thi gian, cng sc v tin bc Khi h thng tr nn lc hu, vic thay th s cng kh khn v tn km Khuyn khch hnh thc qun l tp trung Nhng p lc dn ti vic thc hin ERP: Cn to ra mt khung x l n hng ca khch Cn tch hp v chun ha chc nng trong kinh doanh
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Khoa Kinh t & Qun l

3. HTTT lin doanh nghip

Thng mi in t, kinh doanh in t

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Chng 2: ng dng CNTT trong doanh nghip

H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

S ngi s dng Internet theo khu vc ng

Nhng yu t dn dt ngi tiu dng ti mua hng trn mng

Nghin cu ca Forrester Research

Tnh tin li D dng so snh gi c, sn phm, v dch v gia cc doanh nghip khc nhau Nghin cu c y v sn phm trc khi quyt nh mua Nhiu la chn hn Gi r hn c phc v theo nhu cu ring

Triu ngi s dng

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Xu th kinh doanh in t Kinh doanh in t i

Xu th kinh doanh in t Thng mi in t i

Nhiu hn l mt trang web hp dn! TMT (e-commerce) l cc giao dch c thc hin trn mng Internet gia cc DN vi cc KH mua v s dng hng ha v dch v hoc gia cc DN vi nhau. Kinh doanh in t (e-business) l mt khi nim rng hn ca TMT. N khng ch bao gm cc hot ng mua, bn, m gm c cc dch v khch hng, lin kt vi cc i tc, v thit lp cc giao dch in t bn trong t chc.

Nh my Qun l SX theo phng php JIT Mua v nhp NVL trn c s thi gian thc Lp KHSX

Vn phng v nhm lm vic KH v chinh sch truyn thng Hp tc trong nhm Truyn thng in t

Khch hng Marketing trc tuyn Bn hng trc tuyn SX theo n t hng Dch v KH T ng ha qu trnh bn hng

i tc kinh doanh Cng thit k Thu ngoi

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Nh cung cp Mua hng Qun l chui cung cp 2007, TS. Phm Th Thanh Hng

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H thng thng tin qun l

Chng 2: ng dng CNTT trong doanh nghip

Xu th hin ti

Bn hng trn mng ang ngy cng tr nn ph bin hn v em li li nhun nhiu hn cho cc DN Cc trang mng thc s thc y qu trnh mua hng ca ngi tiu dng trong cc mng li phn phi theo truyn thng Bt u hnh thnh s thng nht v phng thc nh gi hot ng ca cc doanh nghip trn mng B2C ang dn chnh sa li phng thc kinh doanh ca cc doanh nghip k c i vi cc nh cung cp

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Tnh hnh xy dng v qun l website trong cc DN Vit Nam

1107 doanh nghip

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Ngun: Bo co TMT 2006, B Thng mi

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