Management Information System

1. 7 Management Information System Electronic Commerce Judi Prajetno Sugiono jpsugiono@gmail.com (2008)

2. Learning Objectives • Identify the major categories and trends of e-commerce applications. • Identify the essential processes of an e-commerce system, and give examples of how they are implemented in e-commerce applications.

3. Learning Objectives (continued) • Identify several key factors and Web store requirements needed to succeed in e-commerce. • Identify the business value of several types of e-commerce marketplaces.

4. Learning Objectives (continued) • Discuss the benefits and trade-offs of several e-commerce clicks and bricks alternatives.

5. Section I Electronic Commerce Fundamentals

6. Electronic Commerce Fundamentals (continued) • “Few concepts have revolutionized business more profoundly than e-commerce. E-commerce is changing the shape of competition, the speed of action, and the streamlining of interactions, products, and payments from customers to companies and from companies to suppliers.”

7. Electronic Commerce Fundamentals (continued) • E-commerce • The online process of developing, marketing, selling, delivering, servicing, and paying for products & services transacted on internetworked, global marketplaces of customers, with the support of a worldwide network of business partners.

8. The Scope of e-Commerce • Three Basic Categories • Business-to-Consumer (B2C) • Business-to-Business (B2B) • Consumer-to-Consumer (C2C)

9. Scope of e-Commerce (continued) • Electronic Commerce Technologies • The Internet, intranets, and extranets are the network infrastructure or foundation • Customers must be provided with a range of secure information, marketing, transaction processing, and payment services

10. Scope of e-Commerce (continued) • Electronic commerce technologies (continued) • Trading and business partners rely on the Internet and extranets to exchange information and accomplish secure transactions • Company employees depend on a variety of Internet and intranet resources to communicate and collaborate

11. Scope of e-Commerce (continued) • Electronic commerce technologies (continued) • IS professionals and end users can use a variety of software tools to develop and manage the content and operations of the websites and other e-commerce resources

12. Essential e-Commerce Processes • Nine key components of an e-commerce process architecture • Access control and security • Profiling and personalizing • Search management • Content management • Catalog management

13. Essential e-Commerce Processes (continued) • Key components (continued) • Payment • Workflow management • Event notification • Collaboration and training

14. Essential e-Commerce Processes (continued) • Access control and security • Processes MUST establish mutual trust and secure access • Authenticating users • Authorizing access • Enforcing security features • Must protect the resources of e-commerce sites from threats • Hackers • Theft of passwords or credit card numbers • System failures

15. Essential e-Commerce Processes (continued) • Profiling and personalizing • One-to-one marketing strategy • Personalized view of the website • Based on… • Personal data • Website behavior and choices • Used to help authenticate your identity for account management and payment purposes

16. Essential e-Commerce Processes (continued) • Search management • Helps customers find the specific product or service they want • Software may include a search engine component or a company may acquire a customized e-commerce search engine

17. Essential e-Commerce Processes (continued) • Content and catalog management • Content management software helps companies develop, generate, deliver, update, and archive text data and multimedia information • Frequently takes the form of multimedia catalogs of product information • Works with profiling tools to personalize the content of the website

18. Essential e-Commerce Processes (continued) • Content and catalog management (continued) • May be expanded to include product configuration processes that support mass customization of a company’s products

19. Essential e-Commerce Processes (continued) • Workflow management • Workflow software engine • Predefined sets of business rules • Roles of stakeholders • Authorization requirements • Routing alternatives • Databases used • Sequence of tasks

20. Essential e-Commerce Processes (continued) • Workflow management (continued) • Workflow systems ensure that.. • Proper transactions, decisions, & work activities are performed • Correct data and documents are routed to the right employees, customers, suppliers, and other business stakeholders

21. Essential e-Commerce Processes (continued) • Event notification • Most applications are event driven • New customer’s first visit • Payment and delivery processes • Customer relationship & supply chain management activities • Notifies those concerned when an event occurs that might affect their status in a transaction

22. Essential e-Commerce Processes (continued) • Collaboration and training • Supports the collaboration arrangements & trading services needed by customers, suppliers, & other stakeholders • May be provided by Internet-based trading services

23. Electronic Payment Processes • Processes are complex • Near anonymous nature of transactions • Security issues • Wide variety of debit and credit alternatives • Wide variety of financial institutions and intermediaries

24. Electronic Payment Processes (continued) • Web payment processes • Credit cards • Purchase orders • Electronic shopping cart

25. Electronic Payment Processes (continued) • Electronic funds transfer (EFT) • Uses a variety of IT to capture and process money and credit transfers between banks and businesses and their customers • ATMs • Pay-by-phone • Web-based • PayPal & Bill Point (cash transfers) • CheckFree and PayTrust (automatic bill paying services)

26. Electronic Payment Processes (continued) • Electronic funds transfer (continued) • Electronic bill payment • Point-of-sale terminals linked to bank EFT systems

27. Electronic Payment Processes (continued) • Secure electronic payments • Addresses vulnerability to network sniffers • Encrypt data passing between customer and merchant • Encrypt the data passing between the customer and the company authorizing the credit card transaction • Secure Socket Layer (SSL) • Digital Wallet • Secure Electronic Transaction standard

28. Section II E-Commerce Applications and Issues

29. e-Commerce Application Trends • “E-commerce is here to stay. The Web and e-commerce are key industry drivers. It’s changed how many companies do business. It’s created new channels for our customers. Companies are at the e-commerce crossroads and there are many ways to go.”

30. e-Commerce Application Trends (continued)

31. e-Commerce Application Trends (continued) • E-commerce Sectors • Six major e-commerce sectors • Infrastructure • Applications • Portals • Content • Services • Exchanges

32. Business-to-Consumer e-Commerce • Location is not a factor • Must build customer satisfaction, loyalty, & relationships

33. Business-to-Consumer e-Commerce (continued) • Success factors • Selection and value • Offer a good selection of attractive products and services • Build a reputation for high quality, guaranteed satisfaction, and top customer support

34. Business-to-Consumer e-Commerce (continued) • Success factors (continued) • Performance and service • Site must be efficiently designed for ease of access, shopping, and buying • Service must be friendly and helpful • Products should be available in inventory

35. Business-to-Consumer e-Commerce (continued) • Success factors (continued) • Look and feel • Attractive storefront, shopping areas, and multimedia product catalogs

36. Business-to-Consumer e-Commerce (continued) • Success factors (continued) • Advertising and incentives • Targeted, personalized ads • Incentives include • Coupons • Discounts • Special offers • Vouchers for other web services

37. Business-to-Consumer e-Commerce (continued) • Success factors (continued) • Personal attention • Encourages customers to buy and make return visits • Welcomed by name • Greeted with special offers • Guided to the parts of the site that you are most interested in • Relationship building

38. Business-to-Consumer e-Commerce (continued) • Success factors (continued) • Community relationships • Giving customers with special interests a feeling of belonging to a unique community • Virtual communities • Discussion forums • Newsgroups • Chat rooms • Message boards • Cross-links to related web communities

39. Business-to-Consumer e-Commerce (continued) • Success factors (continued) • Security and reliability • Customers must feel confident regarding the security of their… • Credit card • Personal information • Transaction details

40. Business-to-Consumer e-Commerce (continued) • Success Factors (continued) • Must feel that you are dealing with a trustworthy business. • Reliability • Orders filled and shipped as you requested • Orders shipped in the timeframe promised • Good customer support

41. Web Store Requirements • Developing a Web Store • Build • Website design tools • Site design templates • Custom design services • Website hosting

42. Web Store Requirements (continued) • Developing a web store (continued) • Market • Web page advertising • E-mail promotions • Web advertising exchanges with affiliated sites • Search engine registrations

43. Web Store Requirements (continued) • Serving Your Customers • Serve • Personalized web pages • Dynamic multimedia catalog • Catalog search engine • Integrated shopping cart

44. Web Store Requirements (continued) • Serving your customers (continued) • Transact • Flexible order process • Credit card processing • Shipping and tax calculations • E-mail order notifications

45. Web Store Requirements (continued) • Serving your customers (continued) • Support • Website online help • Customer service e-mail • Discussion group and chat rooms • Links to related sites

46. Web Store Requirements (continued) • Managing a Web Store • Manage • Website usage statistics • Sales and inventory reports • Customer account management • Links to accounting system

47. Web Store Requirements (continued) • Managing a web store (continued) • Operate • 24/7 website hosting • Online tech support • Scalable network capacity • Redundant servers and power

48. Web Store Requirements (continued) • Managing a web store (continued) • Protect • User password protection • Encrypted order processing • Encrypted website administration • Network fire walls and security monitors

49. Business-to-Business e-Commerce • The wholesale and supply side of the commercial process • Businesses buy, sell, or trade with other businesses • Includes… • Electronic catalog systems • Electronic trading systems • Electronic data interchange • Electronic funds transfer

50. e-Commerce Marketplaces • One-to-Many • Sell-side. Host one major supplier who dictates product catalog offerings & prices. • Many-to-One • Buy-side. Attract many suppliers that flock to these exchanges to bid on the business of a major buyer.