Możliwości aplikacji systemów crm w logistyce dystrybucji

• Autorzy: Zając P.
• Konferencja: "Oszczędność i efektywność - współczesne rozwiązania w logistyce i produkcji" Karpacz, 15-17 listopad 2007
• Języki publikacji: PL

Abstrakty

PL

Celem pracy jest przedstawienie nowych sposobów modernizacji logistycznych procesów zarządzania i ich implementacji w firmie przy pomocy koncepcji CRM koncentrującej się na kliencie w celu budowania z nim trwałych związków. Praca ma za zadanie przedstawić analizę możliwości wdrożenia systemu CRM w firmie i pokazać jak wdrożenie wpływa na osiągane przez firmę korzyści. Głównie z punktu widzenia przedsiębiorców w Polsce.

EN

The functional features of information systems were examined to determine the latter's suitability for the integrated support of enterprise delivery chain logistic processes. The information systems have been classified according to which logistic processes they support. A classification of the commercially available delivery chain management supporting information system packages depending on what management functions they support clearly shows that their development proceeds from simple filing-reporting systems to intelligent systems supporting broadly defined categories of an organization's goals and the dynamic control of reaching them. As advances in information technologies are made it is crucial that enterprises use the latter to improve their management and functioning. For some enterprises such as banks and insurance and finance companies such systems are simply indispensable. The implementation of information systems, their proper use and upgrading are the key steps in making the running of enterprises more efficient. According to the developers of such systems, the following can be gained from their application: - flexible response to: customers' immediate needs, changes in the business plan and disruptions in production; - a reduction in work-in-progress; - as high as 50% improvement in execution timeliness, - a reduction in average lead time, - a reduction in assembly parts shortages, - an increase in productivity, - a reduction in inventories, - a better mean inventory turnover index, - an increase in sales, - a reduction in buying costs, - better information support of the firm's staff, - an increase in business profit, - increased flexibility and better adaptability to changing external conditions, - better contacts with customers. But to achieve the above results the potential users must meet certain requirements. The stated functional features of the offered software packages are mostly contingent on: - the firm's organization and management level, - the firm's information technology application area, - the information technology hardware's class and parameters, - the system operating conditions. Also in Poland the enterprises have become aware of the benefits resulting from the use of logistics supporting information systems and begun spending more on firm management support software. These expenditures amount to over 1% of the annual turnover (as compared to 5-6% in the EU).

Słowa kluczowe

PL

logistyka; CRM

• Wydawca: Sieć Badawcza Łukasiewicz - Poznański Instytut Technologiczny
• Czasopismo: Logistyka
• Rocznik: 2008
• Tom: nr 2
• Opis fizyczny: Bibliogr. 1 poiz., tab., rys.

Twórcy

autor

Zając P.

• Politechnika Wrocławska Wydział Mechaniczny Instytut Konstrukcji i Eksploatacji Maszyn, Zakład Logistyki i Systemów Transportowych

Bibliografia

• 1. Zając P., CRM Zarządzanie relacjami z klientem w logistyce dystrybucji, Wrocław, Oficyna Wydawnicza Politechniki Wrocławskiej, 2007.