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上海交通大学硕士学位论文社区服务网络的信息系统研究姓名:姚文申请学位级别:硕士专业:工商管理指导教师:王理平2008060121212a)CRMCRMb)ERPc)ERPd)ERPe)THERESEARCHOFMANAGEMENTINFORMATIONSYSTEMOFCOMMUNITYSERVICENETWORKABSTRACTThissubjectcomesfromaventureprojectofservicechannel.Thepurposeistodesignthemanagementinformationsystemofthisproject;TheMethodologyoftheresearchtopicareComparisonandCase-study;Withthecaseofahighqualitysouphouse,equipitwithmanagementinformationsystem,sothatitcandeliverdelicioussouptothecommunityfamily.Thesignificanceoftheresearchinclude:1.Fortheperspectiveofreality,itsolvetheproblemsoflunchanddinnercookingofcommunityfamilywithnutritioussoup;Savetimeforfamilymembersandbringthemhigherqualityoflife.2.Fortheperspectiveofresearch,findtheproblemstobesolvedwhenatraditionalenterprise(likeasouphouseinthedowntown)expendsitsbusinesstocommunitynetwork;Howdotheelementsofoperationandtheneedsofresourceschange,Whatisthecorrespondingmanagementsolution,Howcantheinformationsystemsolvetheseproblems.Theprofitmodeloftraditionalenterpriseinthecommunitynetwork.Sincetherearesomanycontentsforinformationsystem,thissubjectwillfocuson:1.Themanagementsolutionofcommunitynetworkandnewprofitmodel2.thedifferentpartsofmanagementinformationsystemwhichsupportstheprofitmodel:a.CRMandCRMbasedcustomerdatabaseofcommunityfamilyb.ERPbaseddatabaseofemployeemanagementc.ERPbasedprocurementandlogisticssystemd.ERPbasedordersystemf.ThebusinessmodelofwebsiteofcommunityservicenetworkTheconclusionoftheresearch:tocopyitssuccessfulmodetocommunityservicenetwork,traditionalenterpriseshouldmakefulluseofmanagementinformationsystem;Bytheuseoftheintegratedtechniqueofinformationsystemsuchaslimitedcategorymanagement,customerdatabasemarketing,large-scalecutomizationbyinternet,databaseofemployeemanagement,Etc.Sothatitcanlowerthecost,improvetheefficiencyofoperation,formthecorecompetitiveadvantageandmakegooddevelopmentofitself.KEYWORDS:informationsystem,servicechannel,customerdatabasemarketing,profitmodelofcommunitynetworkMBA1TSL.–CommunitySoupHouse,CSH.B2C3452MBA211.1B2C20062006B2CC2C822304310B2CB2CB2CB2CB2CB2CB2C1.2MBA31.31)2)3)4)5)6)7)8)9)10)1.2.3.MBA422.12.1.12.1.2/2.1.3••MBA52.22.2.11-21-2FIGURE1-2TypicalValueChainSystemofEnterpriseIntelMBA61-351-3FIGURE1-3ModelofFiveCompetingStrength•70%-80%•••CRM•/•/••••••••MBA7SWOTSWOTStrengthsWeaknessesOpportunitiesThreats1-1SWOT1-1SWOTTable1-1SWOTAnalysis1-1SWOTSWOT2.2.21-4MBA81-4FIGURE1-4FiveBasicCompetingStrategy/----Dr.Pepper--3M–1)2)3)4)(1)(2)(3)MBA9•••••14/ElectronicCommerce90EDI•B2B•,•MBA10“”,“”24Choiet.al19971515Choiet.al199715FIGURE1-5CompleteandIncompleteE-CommerceITIBMgoogleIBMsoftwaregoogleMBA11!CRMERPERP//ERP1.CRMCRM2.ERP3.ERP4.ERP2.32.3.1MBA122.3.21)2)3)4)5)/1)2)3)4)2.3.3Volvo21MBA1321FIGURE2-1ProductsPositioningofCSH–I.II.A.B.C.D.III.A.B.C.D.MBA141)2)3)4)5)1)2)3)–2.3.4,MBA151)2)3)2.3.5800emailemailMBA161).2)3)2121TABLE2-1BenefitsofDirectSellingMBA17email1.a)b)c)d)2.a)R-F-Mb)c)3.4.2.3.6••22MBA1822TABLE2-2BenefitsofOnlineSales1.2.3.4.Emailemail1)2)3)MBA192.41),2)3)4)61.2.3.4.335.1)2)3)6.5.3ERPMBA202.4.1(1)(2)(3)(4)(5)3131FIGURE3-1JobPostAnalysisandDesignSBU3232FIGURE32OrganizationChartofCSH.MBA213333FIGURE33OrganizationChartofCSH.Medium-term•••••••••(1)(2)(3)(4)(5)(6)(7)()(8)(9)--C.K.MBA22(1)(2)(3)(4)/1(1)(2)(3)2(1)(2)3/(1)(2)(3)MBA23••TQM•TQMTQM121.2.TQM3.4.5.6.7.8.9.10.11.12.•••••Google(“”)MBA242.4.2/“‘’——‘’——”AmarBhide?•••“”••••Wal-Mart(1)(2)(3)(4)SamWalton(5)(6)•••••••--MBA25500(1)(2)(3)(4)(5)(6)(1)(2)(3)(4)(5)(6)2.4.3PaulAllaire“”MBA26••••!1.2.3.4.5.6.7.8.:MBA2733.11.2.3.4.1.2.3.4.5.3.2/1.7x161132.MBA283.••••4.(1)(2)(3)800/4005.6.3.3/41MBA2941FIGURE41TheStrategyofManagementInformationSystemofCSH.41CRMCRMERPERPERP4.2CRMERPCRMCRMERPCRMCRMERPMBA30ERPVIPVIPERPERPERP(1)(2)(3)ERP(1)(2)2.2.1CRMCRMERPCRM(1)CRM(2)ERPMBA31(3)(4)ERP3.44141Table41TheRevenuevs.CostofTSL.AndCSH.Autobytel.com••Autobytel.com•Autobytel.comMBA32•Autobytel.com•Autobytel.com250045002600Autobytel.com335Autobytel.com86Autobytel.comMBA3345151FIGURE51ModelofKnowledgeManagementfromDuffMitchell52IT52FIGURE52WaveofImprovementofBusinessProcessBPRITBPRWebMBA3452BRPWeb(1)(2)4.1(1)(2)BPRBusinessprocessreengineering(3)(open-bookmanagement)(4)A.“”B.“”MBA35(5)4.2••••4.31.2.3.53MBA3653FIGURE53DesignofManagementSolution(LowerCost)53MBA3755.1CRMCRM5.1.1CRMCustomerRelationshipManagement)CRMCRM“”“”(1)(+(2)“”54CRMCRM54CRMFIGURE54HierarchicalStructureofCRMMBA38CRM51514Table5-14TheChangeofMarketEnvironment515555FIGURE55EvolutionofToolsofCustomerAnalyse“”CRMCRM5.1.2CRMMBA39••••••81.2.3.4.3605.6.7.8.8CRM(1)(2)•••(3)2(4)(5)MBA40(6)(7)DNADNADNA(8)CRM12(hotmail)5656FIGURE56CustomerLock-inManagementMBA41•(ContractualCommitments):VIP•DurablePurchases•(Brand-specificTraining)•(InformationandDatabases)•(SpecializedSuppliers)•(SearchCosts)•(LoyaltyPrograms)CRMCallCenterWebE-mailCRMCRMCRMCRMCRMCRMOLAPDataMiningCRM(1)(2)OLAP,;•CRMERPERPCRMCRMERP1)2)CRMCRM(1)(2)MBA42SAP5.1.3CRMCRMCRM66••••••515651Table51TheCommunityCustomerDatabase–BasicInformationemailwebsite1.2.••••MBA4352Table5
本文标题:社区服务网络的信息系统研究
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