Enterprise Resource Planning (ERP)

• ERP is a cross-functional enterprise system designed to integrate business processes across the enterprise to manage resources efficiently.
  ERP 是一种跨职能企业系统，旨在整合企业各个业务流程，以高效管理资源。
• ERP presents an integrated real-time view of its core business processes.
  ERP 提供其核心业务流程的集成实时视图。
• It supports internal business processes and collaborative management with suppliers, enterprise departments, and customers.
  它支持内部业务流程以及与供应商、企业部门和客户的协作管理。

Another View on ERP

ERP 的另一种视角

Enterprise Resources Transaction Execution could:
企业资源交易执行可以：

• collect and store data about a business transaction.
  收集和存储有关业务交易的数据。
• automate business processes and decision-making functions (e.g., search for lowest cost).
  自动化业务流程和决策功能（例如，寻找最低成本）。
• closely linked to accounting.
  与会计密切相关。

Example of Using ERP

使用 ERP 的示例

• A salesman (Sales Department) of a kitchen utensils manufacturer has a meeting with his client and receives a big order.
  一家厨房用具制造商的销售员（销售部门）与客户开会并收到一笔大订单。
• He boots up his notebook computer and enters the order. It has been found that existing stock is not enough to fulfill the order.
  他启动笔记本电脑并输入订单。发现现有库存不足以满足订单。
• Manufacturing Department receives the information, checks the stock, Bill of Materials (BOM), etc., and generates a Master Production Schedule.
  生产部门收到信息，检查库存、物料清单（BOM）等，并生成主生产计划。
• Purchase Department receives the information and acquires raw materials and parts.
  采购部门收到信息并获取原材料和零件。
• Account Department receives the information and makes payment and receivables.
  财务部门收到信息并处理支付和应收款。
• Logistic Department receives the information and arranges delivery.
  物流部门收到信息并安排交付。

SAP

SAP SE is a German-based European multinational software corporation that makes enterprise software to manage business operations and customer relations.
SAP SE 是一家总部位于德国的欧洲跨国软件公司，专注于开发企业软件以管理业务运营和客户关系。

SAP ERP

• The first version of SAP’s enterprise software was a financial accounting system named R/1 in the early 1970s.
  SAP 的第一版企业软件是一个名为 R/1 的财务会计系统，开发于1970年代初。

  • "R" was for “Real-time data processing.”
    “R”代表“实时数据处理”。
• At the end of the 1970s, it was replaced by R/2, which was a mainframe-based business application software suite.
  在1970年代末，R/2取代了R/1，成为一个基于主机的企业应用软件套件

• In 1992, R/3 was launched, which supported a three-level architecture.
  1992年推出了R/3，支持三层架构。

  • R/3 can run on several platforms (operating systems, databases).
    R/3 可以在多个平台（操作系统、数据库）上运行。
  • R/3 was renamed to ERP Central Component (ECC) in 2004.
    R/3 在2004年更名为ERP中央组件（ECC）。
  • Enhancement packages (EHP) were released to provide additional functionalities for SAP ERP.
    发布了增强包（EHP），为SAP ERP提供额外功能。
• In 2010, SAP HANA in-memory data platform was released.
  2010年，SAP发布了HANA内存数据平台。
• In 2011, EHP6 for SAP ERP 6.0 was released, which included SAP HANA technology and SAP Fiori (mobile and apps).
  2011年，发布了针对SAP ERP 6.0的EHP6，其中包括SAP HANA技术和SAP Fiori（移动及应用程序）。

• In 2015, SAP Business Suite 4 SAP HANA (or SAP S/4 HANA) was launched.
  2015年，推出了SAP Business Suite 4 SAP HANA（或SAP S/4 HANA）。

  • On-premise edition: internal platform located on company’s own servers.
    本地版：位于公司自有服务器上的内部平台。
  • Cloud edition: Software as a Service (SaaS) hosted on SAP’s servers.
    云版：作为服务的软件（SaaS），托管在SAP的服务器上。
  • Hybrid model
    混合模型

SAP ERP for Small Businesses

小型企业的SAP ERP

• SAP Business One

  • SAP Business One for a typical SME (small and medium-sized enterprise) costs around HK$200,000. The package supports 3-6 users and implementation (customization) for the business.
    SAP Business One 针对典型中小企业的费用约为200,000港元。该包支持3-6个用户及业务实施（定制）。
  • SAP Business One does not support ABAP programming but provides several SDKs to build solutions using Visual Studio or SAP Business One Studio.
    SAP Business One 不支持ABAP编程，但提供多个SDK以使用Visual Studio或SAP Business One Studio构建解决方案。

SAP Internet Demonstration and Evaluation System (IDES)

SAP互联网演示和评估系统（IDES）

• SAP IDES is a normal R/3 but with lots of demo data.
  SAP IDES 是一个常规的 R/3 系统，但包含大量演示数据。
• The system contains several sample companies typifying relevant business processes.
  该系统包含多个样本公司，典型的相关业务流程。
• It is simple to use and has a variety of master and transaction data, and is used for demos, online/classroom training, and presentations.
  它易于使用，具有多种主数据和交易数据，用于演示、在线/课堂培训和演示。
• IDES must not be used in production.
  IDES 不得用于生产环境。

SAP R/3 SAP ECC

System Architecture

• Presentation

• Application

  • Instances...

    • Dispatcher - Work processes...
    • Local Buffer

• Database

  • DB Processes...

Presentation Layer

• Front-end interface to users for data input and output.
  前端界面用于用户的数据输入和输出。

  • The SAP GUI (Graphical User Interface) accepts user entries and communicates with the application layer.
    SAP GUI（图形用户界面）接受用户输入并与应用层通信。
  • In the reverse, SAP GUI accepts data from the application layer and formats it into a user-friendly form.
    反过来，SAP GUI 从应用层接收数据并将其格式化为用户友好的形式。
• Multiple connections can be defined.
  可以定义多个连接。

Application Layer

• This layer contains all processing logic for business data and executes program code.
  此层包含所有业务数据的处理逻辑并执行程序代码。
• It takes user requests from the presentation layer and executes calculations, evaluations, and so on.
  它从展示层接收用户请求并执行计算、评估等。

• Data required is requested from the database layer.
  所需数据从数据库层请求。

  • New incoming data is processed and sent on to the database.
    新接收的数据被处理后发送到数据库。
• An application layer can be distributed over multiple instances running on separate servers.
  应用层可以分布在多个运行在不同服务器上的实例上。

Application Layer - Instance

• Application Server Instance is a group of processes that use shared memory.
  应用服务器实例是一组使用共享内存的进程。
• Each instance has an instance number between 00 and 96 (97 to 99 are reserved).
  每个实例的实例编号在00到96之间（97到99为保留）。

• Types of instances:
  实例类型：

  • Dialog instance
    对话实例
  • Central instance
    中央实例
  • Database instance
    数据库实例

Application Layer - Dispatcher

• Each instance has one dispatcher which coordinates work processes.
  每个实例都有一个调度器，负责协调工作进程。

  • All requests that come from the presentation layer are accepted by the dispatcher and are assigned to a work process.
    来自展示层的所有请求被调度器接受并分配给工作进程。

Application Layer – Message Server

• Communication channel among dispatchers.
  调度器之间的通信通道。

Application Layer – Work Process

• Dialog Work Processes: deal with requests from an active user to execute dialog steps.
  对话工作进程：处理来自活跃用户的请求以执行对话步骤。
• Update Work Processes: execute database update requests.
  更新工作进程：执行数据库更新请求。
• Background Work Processes: processes programs that can be executed without user interaction (i.e., background job).
  后台工作进程：处理可以在没有用户交互的情况下执行的程序（即后台作业）。
• Enqueue Work Process: administers a lock table in the shared memory area.
  排队工作进程：管理共享内存区域中的锁定表。
• Spool Work Process: passes sequential datasets to a printer or to optical archiving.
  打印工作进程：将顺序数据集传递给打印机或光学归档。

A work process is composed of:
工作进程由以下部分组成：

• Task handler
• Screen processor
• ABAP processor
• Database interface

Database Layer

• Business data and all source codes of system programs are stored in the database.
  业务数据和所有系统程序的源代码存储在数据库中。
• Communications between the application and the database layers occur exclusively over SQL.
  应用层与数据库层之间的通信仅通过SQL进行。

• R/3 allows different third-party database products (such as Oracle, MS SQL Server) to be incorporated.
  R/3 允许集成不同的第三方数据库产品（如Oracle、MS SQL Server）。

  • Different DBMS products have their own SQL dialects.
    不同的DBMS产品有其自己的SQL方言。
  • To remain independent from specific RDBMS, ABAP uses Open SQL, which corresponds to the entry level of the SQL2 standard.
    为了与特定的RDBMS保持独立，ABAP使用Open SQL，该标准对应于SQL2标准的入门级。
  • Open SQL is converted to native SQL if necessary by the database interface in a work process.
    如果需要，Open SQL由工作进程中的数据库接口转换为本地SQL。

Database Layer - SQL

Use ABAP Processor to execute OpenSQL.
使用ABAP处理器执行OpenSQL。

Data Flow

1. SAP GUI -> Dispatcher
2. Request queues -> Dispatcher
3. Dispatcher -> Work Process
4. Roll page <=> Work Process
5. Work Process -> Relational Database System

Client

A client is a self-contained organizational unit within the SAP system.
客户端是SAP系统内的一个自包含组织单元。

Business data within a client is protected from other clients.
客户端内的业务数据受到其他客户端的保护。

• Business data is mapped to client-specific tables, while central data is mapped to cross-client tables.
  业务数据映射到特定于客户端的表中，而中央数据映射到跨客户端表中。

Client number consists of three digits.
客户端编号由三位数字组成。

Examples of client numbers in IDES:
IDES中的客户端编号示例：

• 800 IDES-ALE: Central FI Sys
• 810 IDES-ALE: Sales System
• 811 IDES-ALE: Production

ERP Modules

R/3 Modules are usually categorized into three core functional areas:
R/3 模块通常分为三个核心职能领域：

• Logistics
• Accounting
• Human Resources / Human Capital Management

ERP Modules - Logistics

The most complex set of modules, which manage all processes involved in the supply chain of goods, from raw materials procurement to final customer delivery and billing.
最复杂的一组模块，管理从原材料采购到最终客户交付和开票的商品供应链中的所有流程。

These modules contain comprehensive business processes for flexible manufacturing systems and numerous tools for decision support.
这些模块包含灵活制造系统的全面业务流程和众多决策支持工具。

• Enterprises are able to customize the ERP system to fit their own needs.
  企业能够定制 ERP 系统以满足自身需求。

SD – Sales and Distribution

SD – 销售与分销

• Prospect and Customer Management
  潜在客户和客户管理

• Sales Order Management
  销售订单管理

  • Billing, invoicing, and rebate processing.
    开票、发票和折扣处理。

• Configuration Management
  配置管理

  • Reserve inventory for specific customers.
    为特定客户保留库存。
  • Request production of subassemblies.
    请求生产子组件。
  • Enter customized orders or orders that are assemble-to-order, built-to-order, or engineer-to-order.
    输入定制订单或按需组装、按需制造或工程定制的订单。

• Distribution
  分销

  • Export controls.
    出口控制。
  • Shipping.
    运输。
  • Transportation management.
    运输管理。

MM – Materials Management

MM – 物料管理

• Supports all tasks within the supply chain.
  支持供应链中的所有任务。
• E.g., purchasing, vendor evaluation, inventory, warehouse management.
  例如，采购、供应商评估、库存、仓库管理。

PP – Production Planning

PP – 生产计划

• Supports all phases of manufacturing.
  支持制造的所有阶段。
• E.g., capacity leveling, requirements planning, material requirements planning, CAD.
  例如，产能平衡、需求计划、物料需求计划、计算机辅助设计。

QM – Quality Management

QM – 质量管理

• Inspection and quality assurance tasks.
  检验和质量保证任务。
• Integrated with procurement and production processes.
  与采购和生产过程集成。

• Built on the ISO 9001 standard for quality management.
  基于 ISO 9001 质量管理标准构建。

  • The ISO 9000 family of standards is related to QM and designed to help organizations ensure that they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to the product.
    ISO 9000 标准系列与 QM 相关，旨在帮助组织确保满足客户和其他利益相关者的需求，同时满足与产品相关的法定和监管要求。
  • ISO 9001 deals with the requirements that organizations wishing to meet the standard have to fulfill.
    ISO 9001 处理希望满足标准的组织必须履行的要求。

ERP Modules - Accounting

SAP financial modules give customers the whole picture of the accounting functions, with extensive reporting facilities.
SAP 财务模块为客户提供会计职能的整体视图，并提供广泛的报告功能。

FI – Financial Accounting

FI – 财务会计

• Constitutes the operational aspects of the general accounting and financial information for the enterprise.
  构成企业一般会计和财务信息的操作方面。
• Real-time generation of the current balance sheet and profit and loss sheet.
  实时生成当前的资产负债表和损益表。

CO – Controlling

CO – 成本控制

• Represents the company’s cost structures and the factors that influence them.
  代表公司的成本结构及其影响因素。
• Includes modules such as cost controlling, product and production cost controlling, and profitability analysis.
  包括成本控制、产品和生产成本控制以及盈利能力分析等模块。
• Enables the cost of manufactured goods to be planned as precisely as possible.
  使制造商品的成本尽可能精确地进行规划。

ERP Modules - Human Resources / HCM

ERP模块 - 人力资源/人力资本管理

• It is also named Human Capital Management (HCM)
  它也被称为人力资本管理（HCM）

• It supports all needs of human resources area
  它支持人力资源领域的所有需求

  • e.g. hire personnel, payroll, benefits, staff development
    例如招聘人员、工资、福利、员工发展
• It can represent organization charts to plan organization structures and responsibilities
  它可以展示组织结构图，以便规划组织结构和职责

Customer Relationship Mgt.(CRM)

客户关系管理（CRM）

CRM is a system for managing a company’s interactions with customers.
CRM是一个管理公司与客户互动的系统

• Help customers solve their issues.
  帮助客户解决问题
• One of the fastest growing market among ERP
  在ERP市场中增长最快的市场之一

Customer-Focused & Customer-Driven

以客户为中心、以客户为驱动

It is design to improve:
旨在改进以下方面：

• Duration of the relationship
  关系的持续时间
• Number of relationships (e.g. more than one product)
  关系的数量（例如，多种产品）
• Profitability of the relationship
  关系的盈利性

Designed to Achieve: Customer Intimacy
设计目标：客户亲密度

CRM activities

CRM活动

Examples of CRM activities:
CRM活动示例：

• Service response based on customer input
  根据客户输入提供服务响应
• One-to-one solutions to customer’s requirements
  为客户需求提供一对一的解决方案
• Direct online communications with customer
  与客户的直接在线沟通
• Customer service centers
  客户服务中心
• Call center automation
  呼叫中心自动化

When applied to sales and marketing:
应用于销售和市场营销时：

• One-to-one marketing
  一对一营销
• Sales campaign management
  销售活动管理
• Marketing encyclopedias
  营销百科全书

Extensive use of data mining of exploring business opportunities
广泛使用数据挖掘来探索商业机会

Why do we need CRM?

为什么需要CRM？

• Cost
  成本
• Dissatisfied customer impacts
  不满客户的影响
• Increasing the customer retention rate
  提高客户留存率
• Odds of selling to new customers
  向新客户销售的机会
• Retention of complaining customers
  保留投诉客户

CRM benefits

CRM的好处

• Lower costs due to better use of sales and marketing resources
  由于更好地利用销售和营销资源，成本降低
• Higher revenue by improving the effectiveness of marketing efforts
  通过提高营销活动的有效性增加收入

• Better customer service
  更好的客户服务

  • Leading to higher customer satisfaction
    带来更高的客户满意度
  • Thus higher customer loyalty
    从而提高客户忠诚度

Customer Touch Points

客户接触点

Like phone, www, computer, email, phone call, mail etc...
如电话、网络、电脑、电子邮件、电话呼叫、邮件等...

Primary Components of a CRM Strategy

CRM战略的主要组成部分

Customer-facing Applications -> Customer Data Warehouse

面向客户的应用程序 -> 客户数据仓库

• Sales
  销售
• Marketing
  市场营销
• Customer Service and Support
  客户服务与支持
• Campaign Management
  活动管理

Customer-touching Applications -> Customer Data Warehouse

客户接触应用程序 -> 客户数据仓库

• Search and Comparison
  搜索与比较
• Customized Products
  定制产品
• Technical Information
  技术信息
• Personalized Web Pages
  个性化网页
• FAQ
  常见问题解答
• E-mail / Auto Response
  电子邮件/自动回复
• Loyalty Programs
  忠诚度计划

Customer Data Warehouse -> Business Data Analyze

客户数据仓库 -> 业务数据分析

• Data Mining
  数据挖掘
• Decision Support
  决策支持
• Business Intelligence
  商业智能
• OLAP
  在线分析处理

Operational CRM

运营CRM

• Marketing
  市场营销

  • List Generator
    列表生成器
  • Campaign Mgmt
    活动管理
  • Cross Selling / Up Selling
    交叉销售/追加销售

• Sales
  销售

  • Sales Mgmt
    销售管理
  • Contact Mgmt
    联系人管理
  • Opportunity Mgmt
    机会管理

• Customer Service
  客户服务

  • Contact Center
    联系中心

  • Web-Based
    基于网络

    - Self Service  
      自助服务

  • Call Scripting
    呼叫脚本

Operational CRM: Customer-Facing Applications

运营CRM：面向客户的应用程序

Customer service and support Sales force automation

客户服务和支持、销售自动化

Marketing
市场营销

• Cross Selling
  交叉销售
• Up Selling
  追加销售
• Bundling
  捆绑销售

Campaign management
活动管理

Operational CRM: Customer-Touching Applications

运营CRM：客户接触应用程序

• Search and comparison capabilities
  搜索和比较功能
• Technical and other information and services
  技术和其他信息及服务
• Customized products and services
  定制产品和服务
• Loyalty programs
  忠诚度计划

Analytical CRM Systems

分析型CRM系统

Analyze customer behavior and perceptions in order to provide actionable business intelligence.
分析客户行为和感知，以提供可执行的商业智能

Customer Data Warehouse -> Business Data Analyze
客户数据仓库 -> 业务数据分析

Choose of ERP

ERP的选择

Packaged ERP and Custom-built ERP

打包ERP和定制ERP

The packaged ERP software that is provided by ERP vendors such as SAP, PeopleSoft, Oracle eBusiness Suite, JD Edwards, and Baan delivers improved enterprise application integration by offering an integrated suite of applications to perform standard business functions. Back-end functions such as accounting, inventory, and shipping are supported, as well as front-end functions such as call center and sales force automation. ERP packages are used in conjunction with business process improvement techniques to upgrade big chunks of a company's supporting systems.
由ERP供应商提供的打包ERP软件（如SAP、PeopleSoft、Oracle eBusiness Suite、JD Edwards和Baan）通过提供集成的应用套件来执行标准的业务功能，从而实现改进的企业应用集成。支持的后台功能包括会计、库存和运输，前台功能则包括呼叫中心和销售自动化。ERP包通常与业务流程改进技术相结合，用于升级公司大部分的支持系统

Custom-built ERP system can be built by in-house development or by an Application Service Provider (ASP). Only very large organizations can afford to develop in-house custom-built ERP.
定制ERP系统可以通过内部开发或应用服务提供商（ASP）来构建。只有非常大型的组织才能负担得起自行开发定制ERP的费用

Decide which ERP product.

决定使用哪个ERP产品

• Companies undertake ERP implementations when they need to integrate multiple systems quickly.
  当公司需要快速集成多个系统时，会实施ERP
• Sometimes business competition forces companies to undertake ERP initiatives, when competitors, due to tight integration of their own systems, can offer more desirable services and product features.
  有时，业务竞争会迫使公司启动ERP项目，因为竞争对手由于自身系统的紧密集成，能够提供更理想的服务和产品功能
• Technological advances require that a company upgrade all its systems to keep up with new opportunities, and only a particular product provides such
  技术进步要求公司升级所有系统以跟上新机会，而只有某些特定产品能提供这种支持
• When outsourcing initiatives have failed and they want to have a more reliable system.
  当外包项目失败时，公司希望拥有更可靠的系统
• Some large manufacturers require their customers or vendors in the supply chain to install a particular ERP system to be integrated across the enterprise.
  一些大型制造商要求供应链中的客户或供应商安装特定的ERP系统，以便实现企业范围内的集成

Advantages of outsourcing to an Application Service Provider

外包给应用服务提供商的优势

• Affordability: ASP allows companies to acquire ERP systems without a large initial investment;
  可负担性：ASP使公司无需大量初期投资即可获得ERP系统
• Shorter Implementation: ASP can develop systems in parallel. Some pre-built modules having common features can be integrated with new modules in shorter development and implementation time.
  更短的实施时间：ASP可以并行开发系统。一些具有通用功能的预构建模块可以与新模块集成，从而缩短开发和实施时间
• Expertise: ASP usually has expertise knowledge in developing ERP system for each business sector.
  专业知识：ASP通常在为各个业务部门开发ERP系统方面具有专业知识

Comparison between two ERP system packages

两个ERP系统包之间的比较

• Customization features: Does the software package allow for easy customization by the client?
  定制功能：软件包是否允许客户轻松定制？
• Integration features: Can the ERP system integrate with another third-party or existing system?
  集成功能：ERP系统是否可以与其他第三方或现有系统集成？
• Internalization features: Does the ERP system support the languages that the client requires? This is important if the system is to be used in a global environment.
  国际化功能：ERP系统是否支持客户要求的语言？如果系统在全球环境中使用，这一点尤为重要

Comparison between two ERP system packages

两个ERP系统包之间的比较

• Customization features: Does the software package allow for easy customization by the client?
  定制功能：软件包是否允许客户轻松定制？
• Integration features: Can the ERP system integrate with another third-party or existing system?
  集成功能：ERP系统是否可以与其他第三方或现有系统集成？
• Internalization features: Does the ERP system support the languages that the client requires? This is important if the system is to be used in a global environment.
  国际化功能：ERP系统是否支持客户要求的语言？如果系统在全球环境中使用，这一点尤为重要