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1、Module 2 Customer Service & Information Technology,Project 5 Highlighting Information Technology in Logistics Customer Service,Objectives,Learn the role of information technology in logistics customer service.,2. Find ways to improve English skills and performance on how to describe and discuss abou
2、t information technology in logistics customer service;,3. Master the basic words & expressions about general description of information technology in logistics customer service.,lead-in Questions:,Do you think logistics applications (物流软件) play an important role in improving logistics customer serv
3、ice? Why or why not? Yes, because logistics is a service industry needs mutual cooperation between many parties over a supply chain In order to achieve the smooth cooperation, smooth flow of information is vital So the use and development of logistics applications are very important in logistics.,In
4、formation Flows in the Supply Chain,Activity 1 -Task 1,Skim and skip the following material and work out a structural tree diagram of SCIS.,A comprehensive Supply Chain Information Systems（SCIS） is composed by (1) _, systems, (2) _ systems, (3) _ systems, and (4) _ systems. 2) The ERP or legacy syst
5、ems are the _ of most firms logistics information system. 3) Logistics information consists of _ data on company operations and inbound material, production, inventory, customer shipment, and new customer orders. From a supply chain perspective, firms need to make order, shipment, and billing inform
6、ation available to suppliers, financial _, carriers, and customers.,Activity 1 -Task 2,Enterprise Resource Planning (ERP) or legacy,communication,execution,planning,backbone,real-time,institutions,4) Enterprise execution systems work in conjunction with the firms ERP to help support logistics operat
7、ions. Selected execution system modules include _ Management System (TMS), _ Management System (WMS), and _ Management System (YMS). 5) Typical supply chain planning applications include _, _, and _.,Activity 1 -Task 2,Transportation,Warehouse,Yard,production scheduling,inventory resource planning,t
8、ransportation planning,Figure 5-1 Communication Components,Human resource applications,Suppliers,Supply chain applications Financial applications Sales and service applications,Customers,Reporting applications,Activity 2 - Task 1,Learn to describe the system of Customer Relationship Management accor
9、ding to the given materials. Material 1: Figure 5-2 Typical CRM Extension System,Customer Relationship Management,a software-based approach to handling customer relationships used to support some processes, storing information on customers and prospective customers Information can be accessed and en
10、tered Details on any customer contacts can also be stored to improve services directly to customers to use the information in the system for marketing and sales purposes,Figure 5-2 Typical CRM Extension System,Enterprise ERP System,Customer Relationship Management System,Field Sales PC,Customer,EDI
11、or Internet Interface,Activity 2 - Task 2,Fill in the blanks according to the passage and translate the sentences into Chinese.,1) Customer relationship management (CRM) is a _ approach to handling _ relationships.The rationale behind this approach is to improve services provided to _ customers and
12、to use the information in the system for marketing and _ purposes. 2) Traditional ERP applications focus on efficiently taking customer _, but now customers are treated as _ instead of income sources.,Activity 2 - Task 2,software-based,customer,directly,sales,orders,assets,Activity 3 - Task 1,Discus
13、s in groups over the following case by answering the following questions.,1) Make a brief introduction to Raytheon Aircraft Company.,a division of Raytheon Company,600 business & special aircrafts annually,maintains a worldwide network of service facilities,hired more than 11,000 employees,had recor
14、d sales of $3.2 billion in 2000,Introduction to Raytheon Aircraft Company,Questions,2）What was the problem with RAC? Their legacy systems were unable to efficiently and effectively integrate its purchasing, manufacturing, sales, customer support, financials, and other functional areas.,Questions,3）W
15、hat did RAC management do to solve the problem? What benefits had they got? replaced legacy systems with a completely new enterprise resource planning (ERP) system to utilize the Internet to manage its supply chain activities, including e-commerce capabilities to implement off-the-shelf solution to minimize cost. sold more than 80 % spare parts on the Internet allowed customers to submit warranty claims and return parts on the Internet planned to expand the system to include its remote servic
