Enterprise Support Systems Presentation of Literature Survey Leon van der Ree Sept, 2007

Why Enterprise Support Systems? Graduation Project at company: T.E. Johnston & Co (Holland) b.v. They want to have a system which can support them with their tasks.

Who is T.E. Johnston? Invoice Survey Reports Request ETA Receive ETA Survey Assignment T.E. Johnston Assignment Agent Surveyor Assignment Attends on ship Oil Sample Clients Results Results Laboratory

Objectives of literature study Find out: How companies work How computer systems can support companies About empirical data on performance Learn from mistakes from the past

Find out:

How companies work

How computer systems can support companies

About empirical data on performance

Learn from mistakes from the past

Companies Companies are organisations that want to make money Money is needed to ensure the continuity of the company Employees work together creating products and/or services which fulfil customer demands Communication is used everywhere, both inside as well as outside a company

Companies are organisations that want to make money

Money is needed to ensure the continuity of the company

Employees work together creating products and/or services which fulfil customer demands

Communication is used everywhere, both inside as well as outside a company

Acquisition of mobile phone

Enterprise Support Systems ESS: computer systems to improve efficiency and effectiveness, by: Structure communication Support decision making Support management Support production

ESS: computer systems to improve efficiency and effectiveness, by:

Structure communication

Support decision making

Support management

Support production

Enterprise Support Systems History Legacy Systems Departmental systems introduced to support inventory control and financial departments around 1960 In-house developed , custom made

Legacy Systems

Departmental systems

introduced to support inventory control and financial departments around 1960

In-house developed , custom made

Enterprise Support Systems History Legacy Systems Pros: Perfectly suited for their task Cons: Hard to maintain Do not support integration

Legacy Systems

Pros:

Perfectly suited for their task

Cons:

Hard to maintain

Do not support integration

Enterprise Support Systems History Legacy Systems

Legacy Systems

Enterprise Support Systems Currently Enterprise Resource Planning (ERP) Business Process Integrate all departments of a company From supply to demand

Enterprise Resource Planning (ERP)

Business Process

Integrate all departments of a company

From supply to demand

Enterprise Support Systems Currently ERP-enabled applications Build to support integration Industry wide standardised solutions, COTS Modular set-up Big vendors, E.G.: SAP, PeopleSoft, Oracle, Baan, Exact Multi billion dollar industry

ERP-enabled applications

Build to support integration

Industry wide standardised solutions, COTS

Modular set-up

Big vendors, E.G.: SAP, PeopleSoft, Oracle, Baan, Exact

Multi billion dollar industry

Enterprise Support Systems Currently ERP-enabled applications Pros: One enterprise-wide knowledge/data-base Cons: Systems defines how to work People work around, to get things done Old systems are still used

ERP-enabled applications

Pros:

One enterprise-wide knowledge/data-base

Cons:

Systems defines how to work

People work around, to get things done

Old systems are still used

Enterprise Support Systems Currently ERP-enabled applications

ERP-enabled applications

Case: DELL-computers DELL-Computers bought SAP R/3 in 1994 Intention: All-in-One solution Experience: Stopped implementation after 2 years did not fit Decentralised management Keep pace with growth Currently: develop an EAI-solution in-house

DELL-Computers bought SAP R/3 in 1994

Intention: All-in-One solution

Experience:

Stopped implementation after 2 years

did not fit

Decentralised management

Keep pace with growth

Currently: develop an EAI-solution in-house

Overall experiences ERP Intended pros: Outsource IT Reduce costs Support management

Intended pros:

Outsource IT

Reduce costs

Support management

Overall experiences ERP Warning! The following slides contain dramatic figures

Warning!

The following slides contain

dramatic figures

Overall experiences ERP 58% of ESS matches business strategy <50% of IT requirements are covered

58% of ESS matches business strategy

<50% of IT requirements are covered

Overall experiences ERP Conflicts with both consultants (38%) and vendors (30%) 90% of implementations not according to plan 51% of implementations is viewed as unsuccessful 46% didn't see how the software could improve their way of doing business A tendency towards EAI solutions seen

Conflicts with both consultants (38%) and vendors (30%)

90% of implementations not according to plan

51% of implementations is viewed as unsuccessful

46% didn't see how the software could improve their way of doing business

A tendency towards EAI solutions seen

Enterprise Support Systems Trend Enterprise Application Integration (EAI) User centred design Implements organisations business process Supports customisation and thereby integration Stays technical solution Middleware solutions, providing one common interface, hiding all applications in an IT-layer No empirical data at the moment

Enterprise Application Integration (EAI)

User centred design

Implements organisations business process

Supports customisation

and thereby integration

Stays technical solution

Middleware solutions, providing one common interface, hiding all applications in an IT-layer

No empirical data at the moment

Enterprise Support Systems Trend Enterprise Application Integration (EAI)

Enterprise Application Integration (EAI)

Conclusion Legacy fitted a company, but Not flexible Not maintainable Current ESS Fail to adequately support companies EAI seems promising It again tries to fit a company No empirical data found yet

Legacy fitted a company, but

Not flexible

Not maintainable

Current ESS

Fail to adequately support companies

EAI seems promising

It again tries to fit a company

No empirical data found yet

Graduation project New/custom system for T.E. Johnston: This will fit the company This will be easy to customise MMI challenges: User/Company centred design Collaboration centred

New/custom system for T.E. Johnston:

This will fit the company

This will be easy to customise

MMI challenges:

User/Company centred design

Collaboration centred

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T.E. Johnston