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Integrating ERP, CRM, Supply Chain Management, and Smart Materials
Dimitris N. Chorafas AUERBACH Library of Congress Cataloging-in-Publication Data Chorafas, Dimitris N. Integrating ERP, CRM, supply chain management, and smart materials / Dimitris N. Chorafas. p. cm. Includes bibliographical references and index. ISBN 0-8493-1076-8 (alk. paper) 1. Business logistics. 2. Customer relations. I.Title. HD38.5 .C44 2001 658.5—dc21 2001022227 This book contains information obtained from authentic and highly regarded sources. Reprinted material is quoted with permission, and sources are indicated. A wide variety of references are listed. Reasonable efforts have been made to publish reliable data and information, but the author and the publisher cannot assume responsibility for the validity ofall materials or for the consequences of their use. Neither this book nor any part may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, microfilming, and recording, or by any information storage or retrieval system, without prior permission in writing from the publisher. The consent of CRC Press LLC does not extend to copying for generaldistribution, for promotion, for creating new works, or for resale. Specific permission must be obtained in writing from CRC Press LLC for such copying. Direct all inquiries to CRC Press LLC, 2000 N.W. Corporate Blvd., Boca Raton, Florida 33431. Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation, withoutintent to infringe. Visit the Auerbach Publications Web site at www.auerbach-publications.com Copyright © 2001 by CRC Press LLC Auerbach is an imprint of CRC Press LLC No claim to original U.S. Government works International Standard Book Number 0-8493-1076-8 Library of Congress Card Number 2001022227 The following organizations, through their senior executives and system specialists, participated inthe recent research projects that led to the contents of this book and its documentation. (Countries are listed in alphabetical order.)

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Acknowledgements AUSTRIA o National Bank of Austria o 3, Otto Wagner Platz, Postfach 61, A-1011 Vienna o Dr. Martin Ohms, Finance Market Analysis Department o Association of Austrian Banks and Bankers o 11, Boersengasse, 1013 Vienna o Dr. Fritz Diwok,Secretary General o Bank Austria o 2, Am Hof, 1010 Vienna o Dr. Peter Fischer, Senior General Manager, Treasury Division o Peter Gabriel, Deputy General Manager, Trading Creditanstalt o o Julius Tandler Platz 3, A-1090 Vienna o Dr. Wolfgang Lichtl, Market Risk Management o Wiener Betriebs- and Baugesellschaft mbH o 1, Anschützstrasse, 1153 Vienna o Dr. Josef Fritz, General Manager FRANCE o Banque deFrance o 39, rue Croix des Petits Champs, 75001 Paris Pierre Jaillet, Director, Monetary Studies and Statistics o o Yvan Oronnal, Manager, Monetary Analyses and Statistics G. Tournemire, Analyst, Monetary Studies o o Secretariat Général de la Commission Bancaire — Banque de France o 73, rue de Richelieu, 75002 Paris o Didier Peny, Director, Control of Big Banks and International Banks o 115, RueRéaumur, 75049 Paris Cedex 01 F. Visnowsky, Manager of International Affairs, Supervisory Policy o and Research Division o Benjamin Sahel, Market Risk Control o Ministry of Finance and the Economy, Conseil National de la Comptabilité o 6, rue Louise Weiss, 75703 Paris Cedex 13 o Alain Le Bars, Director International Relations and Cooperation GERMANY o Deutsche Bundesbank o Wilhelm-Epstein Strasse14, 60431 Frankfurt-am-Main o Hans-Dietrich Peters, Director o Hans Werner Voth, Director o Federal Banking Supervisory Office o 71-101 Gardeschützenweg, 12203 Berlin o Hans-Joachim Dohr, Director Dept. I o Jochen Kayser, Risk Model Examination o Ludger Hanenberg, Internal Controls o European Central Bank o 29 Kaiserstrasse, 29th Floor, 60216 Frankfurt-am-Main o Mauro Grande, Director o...