Chapter 12 Planning for Electronic Commerce Gary Schneider, 2003.
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Transcript of Chapter 12 Planning for Electronic Commerce Gary Schneider, 2003.
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Chapter 12
Planning for Electronic Commerce
Gary Schneider, 2003
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Planning the Electronic Commerce Initiative
• A successful business plan for an electronic commerce initiative should include activities that will:
• Identify the initiative’s specific objectives• Link those objectives to business strategies• Manage the implementation of those business
strategies• Oversee the continuing operations of the initiative after
it is launched
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Identifying Objectives
• Common objectives include:• Increasing sales in existing markets• Opening new markets• Serving existing customers better• Identifying new vendors• Coordinating more efficiently with existing
vendors• Recruiting employees more effectively
• Resource decisions should consider the expected benefits and costs of meeting the objectives
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Linking Objectives to Business Strategies
• Businesses can use downstream strategies– tactics that improve the value that the business provides to its
customers
• Businesses can pursue upstream strategies– tactics that focus on reducing costs or generating value by working
with suppliers or inbound logistics
• The Web is an attractive sales channel that can be used to complement business strategies and improve competitive positions
• Electronic commerce opportunities can inspire businesses to undertake many activities
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Linking Objectives to Business Strategies
• More companies are taking a closer look at the benefits and costs of their electronic commerce projects
• A good business plan will set specific objectives for the benefits to be achieved and costs to be incurred
• Companies use pilot Web sites to test an electronic commerce idea, and then release a production version when it works well
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Measuring Benefit Objectives
• Many companies create Web sites to build their brands or enhance existing marketing programs
– These companies can set goals in terms of increased brand awareness, as measured by market research surveys
• Companies that sell goods or services on their sites can measure sales volumes in units or dollars
– Companies can use a variety of similar measurements to assess the benefits of other electronic commerce initiatives
• Supply chain managers can measure supply cost reductions, quality improvements, etc.
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Measuring Benefit Objectives
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Measuring Cost Objectives
• Many changes in the cost of hardware are downward
– The increasing sophistication of software provides an ever-increasing demand for newer hardware
– The project budget must include the cost of hiring, training, and personnel
• Based on data collected in separate recent surveys, International Data Corporation and the Gartner Group both estimated that the cost for a large company to build and implement an adequate entry-level electronic commerce site was about $1 million
• About 79% of that cost was labor related• 10% was the cost of software• 11% was the cost of hardware
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Measuring Cost Objectives
• Recent estimates of the cost to build small Web sites have continued to increase as more companies establish themselves on the Web
• Expensive features, such as shopping carts and search engines, have become standard on even the most basic sites
• Analysts have estimated the minimum dollar amount needed to open an entry level electronic commerce Web site at $150,000
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Measuring Cost Objectives
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Measuring Cost Objectives
• The McKinsey study estimated costs for two types of magazine sites: a full portal site that would serve as a destination in itself and a more limited magazine companion site
– The full portal site cost estimate was $2.4 million to build and $4.3 million per year to maintain, with a staff of 35 people
– The companion site cost estimate was $150,000 to build and $270,000 per year to maintain, with a staff of two people
• Kmart’s Web store, Blue-Light.com, cost more than $140 million to create
– The site is certainly well-designed and highly functional, but the typical visitor would never guess how much this site cost
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Comparing Benefits to Costs
• If the benefits exceed the cost of a project by a comfortable margin, the company invests in the project
– Companies should evaluate each element of their electronic commerce strategies using this cost/benefit approach
• Managers often use return on investment (ROI) to evaluate any capital investment
• Newspaper Web sites are a good example of this desire to establish a foothold in the online market space
– Profitable electronic commerce initiatives in the newspaper business, such as Gannet’s USA Today and The Wall Street Journal’s WSJ.com sites, are few
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Strategies for Web Site Development
• The evolution of Web site functions:
• From the static brochures of the early days of electronic commerce• To transaction processing tools• To today’s automated homes for business processes of all kinds
• The transformation of Web site functions occurred rapidly, taking only a year or two in most companies
• Few businesses have caught up with the changes in terms of how they develop Web sites
• The purposes and scope of Web sites have increased greatly, but few businesses today manage them as the dynamic business applications they have become
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Strategies for Web Site Development
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Strategies for Web Site Development
• Many large and medium-sized companies find it extremely difficult to develop new information systems and Web sites that work with their existing systems to create new markets or reconfigure their supply chains
• Internal Development vs. Outsourcing – The key to success is finding the right balance between
outside and inside support for the project
– Hiring another company to provide the outside support for the project is called outsourcing
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The Internal Team
• The first step in determining which parts of a project to outsource is to create an internal team that is responsible for the project
– Business knowledge and creativity are much more important than technical expertise in establishing successful electronic commerce
– Measuring the achievement of an internal team is very important
• Customer satisfaction, number of sales leads generated, and reductions in order-processing time are examples of metrics that can provide a sense of the team’s level of accomplishment
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Early Outsourcing
• In many electronic commerce projects, the company outsources the initial site design and development to launch the project quickly
• The outsourcing team then trains the company’s employees in the new technology before handing the operation of the site over to them
• This approach is called early outsourcing
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Late Outsourcing
• The company does the initial design, development, implementation, and operates the system until it becomes stable
• After the company has gained all the competitive advantages provided by the system, the maintenance of the electronic commerce system can be outsourced
• This approach is called late outsourcing
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Partial Outsourcing
• In partial outsourcing, the company identifies specific portions of the project that can be completely designed, developed, implemented, and operated by another firm that specializes in a particular function
– E-mail systems, electronic payment systems, and Web hosting are examples of partial outsourcing projects
– Another common example of partial outsourcing is an electronic payment system
• Web hosting is one of the most common elements of electronic commerce initiatives that companies outsource using partial outsourcing
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Selecting a Hosting Service
• The internal team should be responsible for selecting the ISP that will provide the site’s hosting service
• For smaller electronic commerce projects, teams can consult an ISP directory, such as ‘The List’
• For larger Web sites, the team will want to obtain the advice of consultants or other firms that rate ISPs and CSPs, such as ‘Keynote Systems’
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Selecting a Hosting Service
• The factors to evaluate when selecting a hosting service include:• Functionality• Reliability• Bandwidth and server scalability• Security• Backup and disaster recovery• Cost
• Determine the functionality offered by a hosting service and carefully evaluate whether that functionality will be sufficient to meet the needs of your Web site
• Because the company’s information on customers, products, pricing, and other data will be placed in the hands of the service provider, the vendor’s security policies and practices are very important
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New Methods
• New ways of implementing the partial outsourcing strategy have evolved for Web businesses
– Incubators • A company offering start-up companies a physical location with
offices, accounting and legal assistance, computers, and Internet connections at a very low monthly cost
• Incubators might offer seed money, management advice, and marketing assistance
• In exchange, the incubators receive an ownership interest in the company
• A number of companies have used internal incubators in the past to develop technologies that the companies planned to use in their main business operations
• Recently companies, such as Matsushita Electric’s U.S. Panasonic division, have started internal incubators to help launch new companies that will grow to become important strategic partners
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Fast Venturing
Existing company joins external equity partners and operational partners to scale up the project rapidly
• Equity partners are usually banks or venture capitalists• Operational partners are firms that have experience in moving projects along
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Managing Electronic Commerce Implementations
• The best way to manage any complex business software implementation is to use formal project management techniques
– Individual projects can become so large that it becomes impossible for managers to maintain control without some kind of assistance
• Project management is a collection of formal techniques for planning and controlling the activities undertaken to achieve a specific goal
– The project plan includes criteria for cost, schedule, and performance– It helps project managers make intelligent trade-off decisions regarding
these three criteria
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Project Management
• Project managers use specific application software called project management software to help them manage projects
– Microsoft Project and Primavera Project Planner are tools for managing resources and schedules
• Project management software can help the team manage the tasks assigned to consultants, technology partners, and outsourced service providers
– The Project Management Institute is a not-for-profit organization devoted to the promotion of professional project management practices
• Project portfolio management is a technique in which each project is monitored as if it were an investment in a financial portfolio
• In project portfolio management, the CIO assigns a ranking for each project based on its importance to the strategic goals of the business and its level of risk
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Staffing the Operation
• Regardless of outsourcing, an internal team must determine the staffing needs of the electronic commerce initiative
– The general areas of staffing include:
• Business management• Application specialists• Customer service staff• Systems administration• Network operations staff• Database administration
• Some companies outsource parts of their customer relationship management operation to independent call centers
• A call center is a company that handles incoming customer telephone calls and e-mails for other companies
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Post-Implementation Audits
• A post-implementation audit is a formal review of a project after it is up and running
• The post-implementation audit gives managers a chance to examine the objectives, performance specifications, and cost estimates, to schedule delivery dates that were established in its planning stage, and to compare them to what actually happened
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Ecommerce Evolution
• Most large companies evolve both ecommerce strategies & the physical Web site over time– Albertsons– Amazon– IBM– WebMD
• Successful companies never lose site of solid business practices and the processes that fulfill customer expectations