THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD850: Advanced Topics in IT: e-Service Operations
Spring 2002
MD850 Home
Week 9
E-Services, Web Service Technologies, and Integrated Manufacturing/Services
Assigned Readings
CRM, Chapter 7: Partner Relationship Management
CRM, Chapter 11: ERP Says Hello to CRM
Case Study Assignment
Honeywell and Bekins Succeed with IBM
(PDF File) (Sun J2EE Technology in Practice site)
Li & Fung, Harvard Business School case
(will be handed out)
Summary:
The two cases summarize several different ways in which e-Service technology has been deployed to manage manufacturing, quality, and inventory.
Case Questions:
(1) What is the nature of relationships in Li & Fung? How was e-Service technology applied to those relationships? Was it as effective as it possibly could be? Could PRM technology be applied to Li & Fung's system to improve it? What other technology might be applied?
(2) What are the difficulties experienced (in any of the cases) when applying e-Service technologies to manufacturing and traditional service production?
(3) How is e-Service technology applied to inventory management versus at Bekins' HomeDirect USA?
Team Web-Based Assignment
None.
| Keyword Legend E-SERV = E-Service: 24 Ways to Keep Your Customers … CRM = CRM at the Speed of Light: Capturing and Keeping Customers … FUL = E-Commerce Logistics and Fulfillment: Delivering the Goods |
Related Readings: For Further Information
e-Services and Web Service Technology for Managing Inventories
Cross, K., “The Wearable Warehouse,” Business 2.0, March 6, 2001.
http://www.business2.com/content/magazine/indepth/2001/02/26/26990
Breiner, A., Food Logistics, “Streamline Inc.: Management System Reduces Order Pick Time,” June 1998.
http://www.foodlogistics.com/archives/1214.html
(You may have to register for a free account.)
Breiner, A., Food Logistics, “WMS Provides Ingredients of Recipe for Success,” Food Logistics, January/February 1999.
http://www.foodlogistics.com/archives/1813.html
(You may have to register for a free account.)
Songini, M., “Just-In-Time Manufacturing,” Computerworld, November 20, 2000.
http://www.computerworld.com/cwi/story/0,1199,NAV65-665_STO54131,00.html
Fisher, M.L., A. Raman, and A.S. McClelland, "Rocket Science Retailing is Almost Here: Are You Ready?" Harvard Business Review, July-August 2000, p. 115-124.
Abernathy, F. H., J. T. Dunlop, J. H. Hammond, and D. Weil, “Control Your Inventory In a World of Lean Retailing,”
Harvard Business Review, November-December 2000, p. 169-176.
http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?00601
Enterprise Resource Planning
Austin, R. D., “Enterprise Resource Planning (ERP),” Technology Note, Harvard Business School Publishing, 6-699-020.
Austin, R. D., "Cisco Systems, Inc.: Implementing ERP," Case Study, Harvard Business School Publishing, 6-699-022.
Baker, S., and Hamm, S., “Enterprise Software,” Businessweek
Online, October 25, 1999.
Davenport, T.H., "Putting the Enterprise into the Enterprise Syhstem," Harvard Business Review, July-August 1998, p. 121-131.
Jabobs, R., and D. C. Whybark, Why ERP?: A Primer on SAP Implementation, Irwin/McGraw-Hill, 2000.
http://www.pom.edu/ERP/
Kalakota, R., and M. Robinson, “Building the e-Business Backbone: Enterprise Resources Planning,” e-Business 2.0, Addison-Wesley, Boston, MA, 2001, p. 239-270.
ManufacturingSystems.com
http://www.manufacturingsystems.com/
Related Readings: Traditional (Person-to-Person) Services
Fitzsimmons & Fitzsimmons, Service Management: Operations,
Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter
14 ("Managing Facilitating Goods")
Haksever, et al., Service Management and Operations, Prentice Hall,
2000, Chapter 19 ("Service Inventory Systems")