Global Logistics Systems

Lecture Electronic commerce - Chapter 13: Order Fulfillment, eCRM, and Other Support Services learning objectives: Describe the role of support services in EC. Define EC order fulfillment and describe the EC order fulfillment process. Describe the major problems of EC order fulfillment. Describe various solutions to EC order fulfillment problems. Describe CRM, its methods, and its relationship with EC. Describe eCRM implementation and tools. Describe other EC support services. Discuss the drivers of outsourcing support services.

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Enterprise Resource Planning (ERP) system is one of the most popular forms of IT for businesses at present. Deriving from efforts to rationalize lead times and possession stock costs, the 80’s manufacturing resource planning (MRP II) is developed into ERP system considered as the standard that integrates business processes throughout the organization, which in turn enhances operational efficiency (Akkermans, Bogerd, Yücesan, & Van Wassenhove, 2003; Davenport, 1998). Callaway (1999) states that the ERP system promises to achieve benefits in both tangible (e.g.

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Global logistics is defined as the design and management of a system that directs and controls the flows of materials into, through and out of the firm across national boundaries to achieve its corporate objectives at a minimum total cost...

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