21st century has been defined by application of and advancement in information technology. Information technology has become an integral part of our daily life. According to Information Technology Association of America, information technology is defined as “the study, design, development, application, implementation, support or management of computer-based information systems.” Information technology has served as a big change agent in different aspect of business and society. It has proven game changer in resolving economic and social issues. Advancement and application of information technology are ever changing.

1. Information Technology
UNIT-2

2. Introduction
21st century has been defined by application of and
advancement in information technology. Information
technology has become an integral part of our daily life.
According to Information Technology Association of America,
information technology is defined as “the study, design,
development, application, implementation, support or
management of computer-based information systems.”
Information technology has served as a big change agent in
different aspect of business and society. It has proven game
changer in resolving economic and social issues.
Advancement and application of information technology are
ever changing.

3. Cloud Computing
1.One of the most talked about concept in information
technology is the cloud computing. Clouding computing is
defined as utilization of computing services, i.e. software as
well as hardware as a service over a network. Typically, this
network is the internet.
2.Cloud computing offers 3 types of broad services mainly
Infrastructure as a Service (IaaS), Platform as a Service
(PaaS) and Software as a Service (SaaS).

4. 3.Some of the benefit of cloud computing is as follows:
1.Cloud computing reduces IT infrastructure cost of the
company.
2.Cloud computing promotes the concept of virtualization,
which enables server and storage device to be utilized
across organization.
3.Cloud computing makes maintenance of software and
hardware easier as installation is not required on each end
user’s computer.
1.Some issues concerning cloud computing are privacy,
compliance, security, legal, abuse, IT governance, etc.

5. Mobile Application
1.Another emerging trend within information technology is
mobile applications (software application on Smart phone,
tablet, etc.)
2.Mobile application or mobile app has become a success
since its introduction. They are designed to run on
Smartphone, tablets and other mobile devices. They are
available as a download from various mobile operating
systems like Apple, Blackberry, Nokia, etc. Some of the
mobile app are available free where as some involve
download cost. The revenue collected is shared between app
distributor and app developer.

6. User Interfaces
1.User interface has undergone a revolution since
introduction of touch screen. The touch screen capability has
revolutionized way end users interact with application. Touch
screen enables the user to directly interact with what is
displayed and also removes any intermediate hand-held
device like the mouse.
2.Touch screen capability is utilized in smart phones, tablet,
information kiosks and other information appliances.

7. Analytics
1.The field of analytics has grown many folds in recent years.
Analytics is a process which helps in discovering the
informational patterns with data. The field of analytics is a
combination of statistics, computer programming and operations
research.
2.The field of analytics has shown growth in the field of data
analytics, predictive analytics and social analytics.
3.Data analytics is tool used to support decision-making process.
It converts raw data into meaningful information.
4.Predictive analytics is tool used to predict future events based
on current and historical information.
5.Social media analytics is tool used by companies to understand
and accommodate customer needs.

8. •ERP,CRM and SCM

9. • Enterprise resource planning (ERP)is business process management
software that allows an organization to use a system of integrated
applications to manage the business and automate many back office
functions related to technology, services and human resources.
• ERP software typically integrates all facets of an operation — including
product planning, development, manufacturing, sales and marketing — in
a single database, application and user interface.

11. Examples of ERP system modules include: product lifecycle management,supply
chain management(for example purchasing, manufacturing and distribution)
Warehouse management,
customer relationship management (CRM), sales order processing, online sales
financials, human resources, and decision support system

12. There are many advantagesto implementingan
Enterprise Resource Planning (ERP) software
solution.
Among countlessother advantages,
implementingERP software can improve
productivity,increase efficiencies, decrease
costs and streamline processes.
ERP implementationis broken up into three
phases:
discovery, implementation,and results.
In the initialphase, we installthe software, build
a prototype, and train your staff.
Then we test the ERP system, create reporting
templates, and run more targeted training
sessions.
Finally,we finalize the model of your ERP
system, conduct readiness assessments, and go
live.

13. Advantages
• COMPETITION
• EFFICIENCY
• FORECASTING
• COLLABORATION
• SCALABILITY
• INTEGRATED INFORMATION
• COSTSAVINGS
• STREAMLINED PROCESSES
• MOBILITY
• REPORTING
• PRODUCTIVITY
• REGULATORYCOMPLIANCE
• FLEXIBILITY
• CUSTOMER SERVICE
• SECURITY

14. • Supply chain management
(SCM) is the broad range of
activities required to plan,
control and execute a
product's flow, from
acquiring raw materials and
production through
distribution to the final
customer, in the most
streamlined and cost-
effective way possible.
Supply chain Management
(SCM):

15. • SCM encompasses the integrated planning and
execution of processes required to optimize the flow of
materials, information and financial capital in the areas
that broadly include demand planning, sourcing,
production, inventory management and storage,
transportation -- or logistics -- and return for excess or
defective products. Both business strategy and
specialized software are used in these endeavors to
create a competitive advantage.

16. Supply chain complexity
• The most basic version of a supply chain includes a
company, its suppliers and the customers of that
company. The chain could look like this: raw material
producer, manufacturer, distributor, retailer and retail
customer.

18. • The role of supply chain
management software
• Technology is critical in managing
today's supply chains, and ERP
vendors offer modules that focus on
relevant areas. There are also
business software vendors that
focus specifically on SCM. A few
important areas to note include:

19. • Supply chain planning software for activities such as demand
management.
• Supply chain execution software for activities such as day-to-day
manufacturing
operations.
• Supply chain visibility software for tasks such as spotting and
anticipating risks and proactively managing them.
• Inventory managementsoftware for tasks such as tracking and
optimizing inventory levels.
• Logistics managementsoftware and transportation management
systems for activities such as managing the transport of goods,
especially across global supply chains.
• Warehouse managementsystems for activities related to warehouse
operations.

22. Customer Relationship Management (CRM) : CRM department is
helping to boost the sales performance through better customer
service & establishing a healthy relationship with customers. All
the stored details of the customer are available in the CRM
module. CRM module helps to manage & track detailed
information of the customer like communication history, calls,
meetings, details of purchases made by the customer, contract
duration etc. CRM module can be integrated with the Sales
module to enhance sales opportunities.

23. It uses data analysis about customers' history with a company to
improve business relationships with customers, specifically focusing on
customer retention and ultimately driving sales growth One important
aspect of the CRM approach is the systems of CRM that compile data
from a range of different communication channels, including a
company's website, telephone, email, live chat, marketing materials and
more recently, social media.[2] Through the CRM approach and the
systems used to facilitate it, businesses learn more about their target
audiences and how to best cater to their needs

24. Customer Satisfaction
It is a measure of how products and services supplied by a company
meet or surpass customer expectation. Customer satisfaction is defined
as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals."

27. What Is The Meaning Of Customer Satisfaction?
Before we explore it in more detail, we need to define customer satisfaction
itself. At its most basic, customer satisfaction measures how your product,
service, and overall experience either falls short, meets, or exceeds customer
expectations. How you measure it varies from business to business. Some may
base it entirely on retention and repeat customers, while others may create a
numerical value based on data and/or customer feedback. Regardless, it
measures, rates, and attemptsto manage how happy your customersare with
you, your products, and your brand as a whole.
Happy = good. Not-so-happy = bad. It’s really that simple.