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Stakeholders

Stakeholders. Unit 1Business Skills for e-commerce HND in Computing and Systems Development. Stakeholders. Identification of stakeholders  Satisfying stakeholder objectives Pluralist perspectives

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Stakeholders

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  1. Stakeholders Unit 1Business Skills for e-commerce HND in Computing and Systems Development

  2. Stakeholders • Identification of stakeholders  • Satisfying stakeholder objectives • Pluralist perspectives • (several autonomous but interdependent groups which either share power or continuously compete for power) • Corporate mission objectives and policies

  3. Activity • Go back to your web sites • Rate the site for meeting customer objectives • Report your results

  4. e-commerce project stakeholders • Finance • Customer support • Customers • Developers • Sales • Marketing • Operations • Procurement • Warehouse • Transport/delivery

  5. Stakeholder objectives • Finance • Strategic Budgeting • Cost Containment • Cash Flow Management • Debt management • Tax Planning • Record Keeping

  6. Stakeholder objectives • Customer support • Promptly Answered Calls • Customer Resolution • Good Company Representation

  7. Stakeholder objectives • Procurement • Continuous Supply • Minimize Inventory Investment • Quality Improvement

  8. Stakeholder objectives • Operations/Sales/Marketing • Profitability • Increasing sales • People management • Products and services • Production

  9. Stakeholder objectives • Warehouse/transport/delivery • On time shipments • Perfect order fulfilment • Controlled costs • Warehouse throughput • No spoilage or expirations

  10. Business goals • Profitability • Increase revenue • Reduce costs • Growth • Increase turnover • Customer service • Customer satisfaction • Repeat business • Efficiency • Reduced overheads

  11. B2C or B2B? • e-commerce can assist a business in meeting its goals • B2C • e-commerce for customers • B2B • e-commerce for business purchasers and suppliers

  12. Apple iPhone 6 supply chain • Design and development – USA • Sourcing – China, Asia, Europe, USA • Manufacturing – Brazil, China • Warehousing – USA • Distribution - Global

  13. Apple iPhone 6 sourcing • Chips • Samsung, Fairchild, Avago, TI, Maxim USAGlobal Foundries Malta, USATSMC Taiwan • Display, camera • LG South Korea • Sony Japan • NFC • NXP Netherlands • Storage • Toshiba • Case • Catcher Taiwan • All these companies will have their own suppliers

  14. Managing the supply chain • Finance - payment • Supplier support - answer queries • Procurement – placing orders • Operations – controlling supply • Warehouse – receiving and distributing • Transport/delivery – shipping/trackingThis is B2B – business to business

  15. B2B e-commerce site • Should use all the techniques for B2C • Look at: • http://www.amazonsupply.com/ • What are the differences between this and regular Amazon?

  16. e-commerce selling sites • Conclusion • B2B and B2C should use the same techniques • View products • Select products • Select delivery • Check out • Pay • Track • Returns/warranty/support

  17. Analyse the following site • http://store.apple.com/uk • How does it manage • View products • Select products • Select delivery • Check out • Pay • Track • Returns/warranty/support

  18. Activity • How does the Apple store satisfy the needs of the following stakeholders? • Finance • Customer support • Customers • Sales • Marketing • Procurement • Operations • Warehouse • Transport/delivery

  19. Mini assignment • Case study • http://www.wigglywigglers.co.uk/ • You are required to: • Identify their core business functions • Identify their aims • Identify how their e-commerce offering satisfies the stakeholders • Discuss how well their e-commerce offering satisfies the stakeholders (MERIT)

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