HỌC VIỆN CÔNG NGHỆ BƯU CHÍNH VIỄN THÔNG
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HỆ THỐNG THÔNG TIN QUẢN LÝ
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'() $%%&
 !" * $%+&
 !",- $%+&
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MỤC LỤC
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MỞ ĐẦU
-!/3454647 89:;<=->
*=?-4,@7 -4,A64B4C 4,D7 34,E7 4,/=F *3DG4
=.HI J4A>D-K-LM>D-N344,B*;>OK-3
;<=P8*L4-!=QL6E*34;DG4=.A>D-K-
>D-/ !B>R3-D>4, !F45H--D>=4S=P
TU=C4,V/-4,@* R K-3WX 7 -:A3*/*
 J/*=R 4TYZK->D-
[3DG4=.;>O34V\4,D>D-)LO
OD3LO4 K->D-Thỗ trợ các hoạt động tác nghiệp/hỗ trợ
cho việc ra các quyết định quản lý/hỗ trợ việc xây dựng các chiến lược nhằm đạt lợi
thế cạnh tranh/Y[?F L6E;>O4V\4,D>D-/
LML6E?34C]A3- T=F ? LO=V8*^>D-
I3==T\8.4,E=R 4T*L57 -X-34*R4,DW;
4,-4Q4BF;>O34V\4,D>D-_M>D-
RDLEL6E4V\D(\=B34 !
 7 3AD=R 4T/OODLO4 A>D-*(\`<8N
A-436K->D-
- 4a-(8*L*4ELB /?LbLI=T-,-X4ELB

& [VH3A>D-
& X8 FHI J4
& [3 >X 8 4j  W  D*  F  >d!
 !F/6HI J4L`Y
& '3D3DABL4,-J48T\
& CDGk
& HI J4
& _l 4C4ACHeL
& [6HI J4Y
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E$$Q7 -F7 89HI J4
1.1.3 Phân loại HTTT quản lý sản xuất
a. Các HTTT sản xuất mức tác nghiệp
[3HI 34L;43M4,\;<HI J4/=-H54,D=?8*
L.4RK-[TdL -*/6\4,/6\4 /
*4cAD/IS89=m=n4*
& L -*R4N3;<O4BH- 
•  89L -*
•  89L;4 >(k
• [* J
• o*L3*3LH344N4\=c
& -D*Hp J464K!C D45*4cAD*
6\4 
& 7 89J48T\W-DcL
• [J48T\HeL
• [J48T\K-34C4,EHI J4
& AC4D3V34*4N4 4]*W3D3D464F3
 c8N=T\HS>ODHI J445 J3464F
8Tm/4 ]K-6d/3W.7 89qVd6*HNd
WQ4a-K-3d6D3HeL*>OA3- qd

W54,VHI J44,D>D-
1.1.4 Các phần mềm chuyên dụng
a. Các phần mềm chung
& hRLFLmHU>X8 
& hRLFLW4V
& hRLFL45A
& hRLFL7 89>N3
b. Các phần mềm chuyên dụng
& hRLFLABL4,-J48T\
& hRLFLHI J4*4C4AC?HN4,\^K-L3!4V
c. Các phần mềm sản xuất khác
& hRLFL8ACDG! R ]44T
& hRLFL8]ACDG3 c8NHI J4
& hRLFLHI J44V\[_:[DL 4b,s4b,,-4b>_- t-4 ,Z
1.2 HTTT Tài chính – Kế toán
1.2.1 Khái niệm
HTTT tài chính kế toán8*L.43L>"WCK-7 34,EDG4=.
4N4C87 -=C8uN4*VsAC4D3K-L.44Q;467 -L.4H5
Tm34Vv8F`HS>O%8DG4T`=D4F/]*4a-/
4,D=?4T`=DW)4F8*K!C 
HTTT tài chính kế toán bao gồm hai phân hệ:d4*V*dAC4D3
-d*!?L58,J4n4p`- 
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1.2.2 Sơ đồ luồng dữ liệu vào – ra
a. Phân hệ thông tin tài chính
'-DcL4J4346487 -=C3DG4=.4*V4,DLM4Q
;/?3;<
& V\4J434644*V*4644387 -=C
DG4=.4*V*DL.4> !J4
& [ J>X8 L.43A4aOO R d4V4*V/4GDA

• ]*4bD>gWC=.4,34*ADAC4D34*ADAC4D38*
L.4J 4,^>"4L57 -=5;FV-4,4FX-3=5
4T\AC4D34,D4,G43]=./4-!=Q
• HQAw8*3=BC43WC=.F34,4F4,34*
AD87 -`LMOA4C=P34H/=B8*LmHU
3HNWC=Q34,4FX-38DG4*HkI3=L.4
DnF 4*AD=5;`34,=5;=T\8*=AD
& C4D34Q\AC4D34C4 JH58 DAC4D34Q\C
4D34Q\?-6
• ]Wd=5AC4D38*A3L=T\E4*4j !4v
dW)X-334,4F34,D34*ADAC4D37 -
Tm3HQAw
• '3D3DAC47 DG4=.A>D-8*W4Q\d=5=T\HS
>O=B3>D-4 /V*AC47 8a8MK->D-
4,DL.4 AxJ4=
1.2.3 Phân loại HTTT Tài chính – Kế toán
a. Các HTTT kế toán mức tác nghiệp
*3IS89-D>Dww/4bD>g/=D8Ta*3LH34
LWC=.F4*H* c5K-4Q;
& AC4D34F8Tm*3AD4,V4bD8Tm4F8Tm*34,
4FL*4Q;>(=B4,DTa8-D=.=B434GD8G;8-D=./=c
4a?@?R*D=34,K-HeL[?-E4;4,
8Tm4bD4a-*4bDHeL
• [;4j
• '3D3D
• QH3
& AC4D34*H5=*X4*HHUX K-4Q;?E43
]4J4O4BDn?4B4c4G>T`E4334,HS>O=B4N
L.4*;<J4=4,D7 34,EDG4=.K-4Q;
• [3AB O4<[/AJ -D*4-89[

5K-4Q;4*[W)3>N3=R 4T/=B4GD,-<8NHI J4
L`R4C4DDG4=.HI J4A>D-DnOOD=aH5K-
Tad4,D4Q;
& AC4D338DG c5AL 54C*HI J4A>D-
?4*H*H=T\4GD,-4j c5K-4Q;/-!?3A3/
4Q34,4*H*4Q34, c54GD,-4*Hz8*HN4B4,
-Ln4A3- K-L.48T\4*H> !J4K-4Q;
b. Các HTTT tài chính mức chiến thuật
[ JD3*7 893W3D3D=Ax/=.4I J4M4,\7 34,E,-
7 !C4=C4 ]44,D8uN4*VAC4D3
& 7 89dH3Dw3*7 894bD>gH54N4 /4N
*HDH3^`3L;4 /4bDACDGid!>NW3D3D
H- 
• hdWQdHN4G4bDADLO
• o.WC=.K-dHN4bDADLO
• hdWQdHN-!HD`dWQ<L4,T`
•  ]*V4GHD`4 ]*V<L4,T`
•  ]*V4GHD`4, WEK-=m-!W.]
A34,D4Q;
& 7 895W)4F7 894*V=LWDD4Q;?=K
5W)4F=B4,-4,3AD4 /HS>O5*,M*D=R 4T
Dn-!5=B4{-LP R 4F54,DXAxA6=K>@4F
[?-LO=V
[Type text] Page 9
• [RD3DG4=.**!s58T =.
• [R=BL -HvL[
& [3>N4D35=33W)%6OK!C 
• 34,4G4 R
• z84 ]4,DAEK-=R 4T
• aGAJ -D

8 L643DG4=.L-,Ab4/IS893>X8 *!*4GD,-464L-,Ab4
HrH*D3*7 89/4,\^4,D7 34,E,-7 !C4=
[345*!M4,\3*7 894Q;? *3*7 89
_-,Ab4?,4,D3DG4=.H- 
& i3=A3*4FL</I3= R *HU4VK-A3*
& ACDG*344,B3HeL/>OL`
& o3D3HeL/*?-/>O
& i^4CW3*
[Type text] Page 10
& hd5HeL*?-*>O=CA3*Y
1.3.2 Sơ đồ luồng dữ liệu vào – ra
& CDGC8T\
& [VH3A>D-
& X8 -D>L-,Ab4
& X8 4jWD*
& ; L-,Ab4
& '3D3DW3*
& [VH3d5
& [V  H3  34  4,B  H  eL/
3Y
E$%Q7 -F_-,Ab4
1.3.3 Phân loại HTTT Marketing
a. Các HTTT Marketing mức tác nghiệp
cL345M4,\W3*?-*>OK-4Q;TA3*
4FL</8`A3*/W3*4jI-/4bD>gW3*/
4T4,N4C/7 3DHeLY
& A3*4Tm8-
& 8A3*
& {=3•AC G
& W3*7 -=4DG

• *7 89A>D-R7 !C4=IbL4TUDd
W3*T4C*D=BAV8d-D 7 W3*•
• oDG44,Ta*DRJLG=B?4B>G4=T\LO4 A
>D-454J4•
• XHeL*>O*D(\J4DLM=DG•
& Id!>NACDGA !CLP*7 3D3*7 89R7 !C4
=IbLHS>OTm47 -3D*E4;A !CLPT4C
*D=B?4B*=T\44,Ta=P/R4,BA-3DG4=.=?
T4C*D=B=G4=T\AC47 A>D-M4,\D3*7 894,D
364,?37 3D*A !CLP
& I3=34*HeL4,\^3*7 894,D=
3DHeLE3K-L.4HeL-!>OTU=C>D-H5
*8PK-4Q;oB?4B,-7 !C4=F3/*7 89_-,Ab4R
T`=D3=T\ R =5`HeL=?-!HeL4Tm4N/8\ ]
WR=G4=T\/VHI J4*>O*3K-XHeL
G4,-
& 4C48]45Ad5
b. Các HTTT Marketing mức chiến lược
[3_-,Ab4L;C8T\M4,\7 34,E7 89UL;-DJ4
W-DcL
& hd=DG44,Ta4*X?L3A3*4FL<>N-4,3
=n=BL-! R /9L 5K-q8N-44,TaLO4 
& ACDG344,B3HeL*>OL`=B?4B4{-LP=T\
 R K-A3*
& NW3DW3*=5`344,Ta*3HeL
• >NW3DW3*
• 8]ACDG*344,BHeL
c. Các HTTT Marketing mức chiến thuật và chiến lược
& ; 44,Ta
& 4bD>g3=54KG4,-

A3K-4Q;TAC4D34*V/HI J4*_-,Ab4
1.4.2 Sơ đồ luồng dữ liệu vào – ra
& CDGC8T\
& [VH3A>D-
& X8 FK-4Q;
& [3>X8 4jWD*?8
7 -=C6437 4,
& '3D3D8Tm/4TU/3AD
^8\/WDBLY
& CDG R d8N
& cHm/898dHN
& '3D3DA‚<8*L
& '3D3D4= -Ab4TU
[Type text] Page 13
E$+Q7 -F7 4,d8N
1.4.3 Phân loại HTTT quản trị nhân lực
a. Các HTTT quản trị nhân lực mức tác nghiệp
[37 4,d8NL;434N4 4]464/>X
8 dHN/M4,\7 4,d8NW-*37 !C4=dHN?4V4K
4O/8n8G[3*!@4Q;3VH3/7 =K-VKFTa
8-D=.
& 7 898Tm*3AD4,V4bD8Tm4,D4*VAC
4D3/d7 898Tm4N4 4]*DW3D3D>X8 F c
d8N4,D4Q;[347 898Tm;-L.48T\8`464F
Ta8-D=./X464,J4?VD37 4,d8N,-
7 !C4=
& =334EE4N68*7 34,EHDH34EE
4N6`! R =F,-
& 7 89Ta8-D=.W.]7 89dHN> !4,E464F
4J43dHNK-4Q;=BOOF LO4 W3D3DA3- 

d8N?=*D4GD/?A<=L=Tm34,V6@4,5/I3
==T\4jd4647 894,V8*L*L64WUd
464d4V*4C4AC6
& 7 898Tm/4TU*WDBL/4,\JM4,\F 7 !C4=
7 4,d8NC4 ]4A3- [3ACDG8Tm4TU*4,\J
?-4,@,J47 -4,4,D4<<H J48-D=.K-4Q;
& =*D4GD*344,B cd8N3Tm4,E*!R4{-LP
! R K-36=T\I3=WU3d4647 894,V
8*L*46d4V*4C4AC6
c. HTTT quản trị nhân lực mức chiến lược
ACDG?- cd8N8*UL;C8T\CDG?- c
d8N8*7 34,EL*467 -?/34Q;=LWD=T\=R!=KFH58T\
*J48T\Ta8-D=.(\`! R 6/*D=^8^R=B4Q
;=G4=T\3LO4 =F,-
1.4.4 Các phần mềm quản trị nhân lực
a. Các phần mềm chung
*XRLFLl=T\HS>O,.,P4,D38uN;<
A3- TRLFL7 4,[/RLFLW4V*RLFL45
A
& hRLFL7 4,[8*RLFLK=GD*X V4,DWJ4;R
LFL7 4,d8N*Dk`HN4,\^K-7 4,[/?4B4C
*8]34>X8 L646/L644,V8*L/<8Nd
/4XTaI
& [3mHU>X8 4,N4 !C?4B JD3*ACDG?- c
d8N3464FI T`A4C/345AF8-D=./L;
8TmK-3=54KG4,-/AL*A‚<FK-
d68-D=./37 =K-VK/Y
[Type text] Page 15
& hRLFLW4V>(=B8]dH3? *dH3>N3
 cd8N?,/Dn=B=33>X8 F3J=F cd

Management)
& HT hoạch định nguồn lực doanh nghiệp ERP (Enterprise Resource
Planning)
[Type text] Page 17
2.1 HT chuyển đổi dữ liệu điện tử EDI ( Electronic Data Interchange)
2.1.1 Khái niệm và phân loại
  !B=Q>X8 =4S}8*45M4,\4,-D=Q4,N4C3>X
8 4bDA 6>G W)Tm4=4S/X-364!-!4Q;4bDL.434N
=.L*A6R?HN-4K-DTa
cL}4, !F45*4b,b4}
E00 !B=Q>X8 }
• EDI truyền thống:
8*HN !B=Q4644jL3!4V*!H-L3!4VA3W)
Tm4=4S4bDL.44  e=P=T\4{-4 ]FJ 4,^
464
on=BL
- S>OLGk:k-8 b&>>b>b4•D,AZ8*LR 5=B3L3!4V
=4S?4B8AC4`- /=B8T 4,X*4ELACL
- k4,-D=QX-3=m/64!F.> /> 8 4E=T\4,-D
=Q>T`>G]4*4,N4C
- 5VD=??/] !BY4,N4C=C4-!TaL -
- V\D3>D-8`-D>`- /T8GA6
4V\DXX>D-j-*{-D>`>D-
8`kEVL*>D-{4,DLM8R-D>}
HS>OLGk,J4=v4
• Internet EDI:
*HN4,-D=Q46=D3-D>A>D-X-3L3!
4VK-34Q;A3- W)3HS>O34{-4 ] e
7 -4b,b4
on=BL

- >X8 =C
- iS89>X8
2.1.4 Xu hướng ứng dụng EDI ở Việt Nam
-!L.4H5454TmLG=4S=P=T\3>D-=T-*D*3
>OU37 !L6A3- *4jWT`? 7 /OOX VDDG4
=.HI J4A>D-
k4,BA-3>O34  e6M4,\4TmLG=4S7 54C
? *34  e}?,*D4N4"8*L.47 34,E6 /R
=T\4N7 -F 6=DG4j; /4ELB /Id!>N>N34S
L/=C4,BA-3>N34,>,.
onW48*HNM4,\/ !B-D644C*5\` !-4T
J
Doanh nghiệp cảng Hải Phòng[h@=P==R 4,D4,BA-4,-D=Q
>X8 =4S=B7 89*IS89]=mD3P4* 4,D*D*T`
[Tm4,EK-h@=T\Id!>N4bD4  e7 54C•
}|[Ž•%2=B7 8^>X8 D4-b,K-
454,-D=Q>X8 =4Sh@[h@8*=m
4D;>O4*6* 7 454,-D=Q
>X8 =4S}45=T\Id!>N4bD4  e
7 54C}|[/w58J!>X8 7 89D4-b,4j454647 8
9_4GK-[=B4GD8]3W3D3D=4S4bDLl  e7 54CSD
3P4* j<L011%/45}*!=P=T\[h@V4;3
>O`P4* h_- m•434,BA-/4D*W.45}=P=T\Id
!>N*[=PV4;>(H58 }4,D7 89*A-43
D4-b,[D=C-!/;>O}8*L.44*R7 -4,A64B
4C 4,DDG4=.OK-[45
}K-[h@=P=T\]* 7 =B4C*4,-D=Q>X8 =
4S`3P4* 8`T_}/_[[/‘/_/’/h_/
k4,-D=Q>X8 4bD4  e7 54C=P^D643A-43X-
[*3P4* =T\=c

D3-!>O/V8*8*L4C*D=BB =T\H;LGK-3 c4* !*L54Tm
7 -X-^4,D4D*W.>d! !F ;HI J4
2.2.2 Lợi ích chuỗi cung ứng và ứng dụng SCM
 \VK- M ;
 \V;>O[_
- L38N4jV-TaL -
- <38NK-V?`-4,@* J
- <V !B=Q)L<nHNG4,-4jV-3>O
DnH–RL4-!4C
- GD,-,*D=5`3=54KL`-]*
- <A<Id!>NT 4CG4,-`V4J
- d-D H J4K-3>@HeL467 -AC4\X-3
* J`- 
- d-D>OA3**L4cAD45=-/LV8T AD
- LV34*LMHeL*d-D8\ ]=CL;45T 
 !]!€?GC
- C 8N-L.445[_H-?4BHpTU=C4D*W.DG4
=.A>D-K-64!/4j !8 HI J4=C45d
5
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- 45[_A64Tm4V`36O7 4,T45HQ
H3/3RLFLA>D-=-=T\HS>O?4B>l=C3
K!4D*W.DG4=.A>D-
- [3E4;A>D-`=-3/=543/<@=G>?
4B>l4`HNI3D4,.A6d4VQ
2.2.3 Hoạt động của SCM
5 WT`mW4,BA-[_
&CDG&od!8*W.]C8T\K-[_'GHpR=CL.4C8T\
 =B7 894J43 c8N)L^HeLeL/>OK-WG=3
;45=- R K-A3*

=?8G8*˜111/$˜11$A6WC4Wv4=R 4j=d /8*L4C*D=B
4DLP3! R *!*=->G*Av4AbK-A3*'U]!/
45 89HN(\* M ;[_0111Hp8*L.46OX 
^>D-k4-LI3=4;4NT 4/Id!>NC8T\(\
)L=LWD4 d4K4bD3! R =F,-K-A3*-!/4Gk4-L
=P?L.4H5>D-*L-!Ln3>OId!>N[_0111*6
K-3>D-*!Hp4^=e!3>OQWCmX-4Gk4-L
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2.3 HT lực quản lý quan hệ khách hàng CRM( Customer Relationship
Management)
2.3.1 Khái niệm
*454V\^7 89*8AC44D*>37 -`A3-t
7 -F A*W.];<A3- 
E027 897 -A3-[_
45)LOODDG4=.K-4Q;/>D-4,U8 7 m
A?4 J>OJ48T\-DDA3-W)34TaI !
8b`A3-/d53HeL*>OJ48T\-D/4 4]*
4ELACL3D3J=FL*A3n/I3=,g*=^3LD
L 5K-A3*
2.3.2 Lợi ịch ứng dụng CRM
[_A6z8*J=F6L*@8*C8T\/7 !4,EO/*
LO4 A>D-K->D-=T\4C48]U7 !L64D*>D-
- [_Dw>D-
- ]4, *D7 894D*>7 -`A3-4G*A3
*4Tm8-
- V\X7 !4,E87 -=CA3**4Q\464
A3*4jF A/4Q\>X8 4jF  c*?36
Od4V
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