spotting e-business trends
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G Roy Antony ArnoldLecturer
Panimalar Engineering CollegeChennai, Tamilnadu, India
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Trends are essential filters for managers so that they can separate signal from noise
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“Look Before, or you’ll find yourself behind.” - Benjamin Franklin
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Trends: spotting, analyzing, and exploiting themes in technology, markets, etc.
› Ways to think further into the future› Identify ideas that will impact and disrupt
businessStrategy: how to exploit e-business trends to create profits
› Screen opportunities, identify value› Translate trends into opportunities› Translate opportunities into strategy
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Trend-spotting drives strategy G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Customer trends› Faster Service› Self service› More Product Choices› Integrated solutions, not piecemeal products
E-service - service and process trends› Convergence of sales and service› Seamless Support› Flexible fulfillment convenient delivery› Increased Process Visibility
4G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Organizational trends› Outsourcing -- retain the core, outsource the rest› Contract manufacturing› Virtual Distribution, Private hubs and Public
exchanges Employee Trends
› Hiring the Best and Brightest› Keeping talented employees
Enterprise technology trends› Integrated enterprise apps› Multi-Channel Integration -- user view integration› Middleware -- back-end integration
5G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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General Technology Trends› Wireless Web Applications› Handheld Computing and Information
Appliances› Infrastructure convergence› Application Service Providers › Web Services› E-learning tools and methods
6G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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People want to maximize their limited available time
› Value for the time› Getting things done right everytime› Right levels of service› Entertaining and engaging experiences
Often, the answer is to integrate previously separate processes in fulfilling orders
7G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Self-Service is Maturing› 24/7/365 ordering › Disintermediation
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source: www.s1.com
Self-Service complementing Full-service: Example from the Insurance Industry
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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One-stop life-needs providers› Wal-Mart
One-stop lifestyle providers› The Gap
One-stop life-path providers› Toys-R-Us
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Long term drivers and demand for integrated solutions are clear
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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10G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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11G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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12G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Integrated Solutions, Not Piecemeal Integrated Solutions, Not Piecemeal ProductsProducts
Past -- Product-basedcompetition
Productfunctionality
Price
Service
• Comprehensive range of products and services
• Solution-oriented• Integrated & Personalized
• Lifetime value approach• What is the total cost of
ownership • What is the ROI?
• Customer self-service• Configurations geared to
needs• Simplified decision-making
Productand
service
Value
Customer empower-
ment
Today -- Solution-basedcompetition
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Cross-selling and up-selling while providing service.Home Depot is in “perpetual service mode.”
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Users expect more from a web site Customers demand customized and
consistent experience across channels and products
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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An interesting experience with AT&T› Getting a bill for $0.00› Receiving collection notices for $0.00
Moving from transactional only sites to relationship sites
› Must integrate marketing, selling and customer service into all aspects of the business and customer experience
15G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Consumers expect prompt and accurate delivery of the goods they have ordered.
Expectation -- “We’ll put up a website and ship stuff out. It’ll be great!”
Result – Fulfillment is hard. Lots of .com fatalities after Xmas 1999
Our understanding -- Catalog and Online fulfillment is hard:
› Average order size of 1.7 items› Picking individual items› No bulk shipments, individually packed
16G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Let the customer have access to your tracking system
Provide visibility into the supply chain
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Information Flows
Goods Flow
ManufacturersWholesale
DistributorsSuppliers CustomersRetailers
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Focus on core competencies Cost reduction on a global scale – IT enabled outsourcing models
Global service outsourcing trends not local outsourcing anymore
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Virtual enterprise designs– Requirement Boundary Spanning Coordination
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Separation of marketing and manufacturing, allowing companies to specialize in one or the otherSara Lee example: “Move from a capital/asset (or manufacturing) intensive company to a knowledge (and marketing) intensive firm”
19G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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20G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Give employees greater autonomy, decision making capability, advancement based on performance, e.g. Nordstrom
Employee retention Don’t give employees technology, give them solutions
21G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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22G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Build vs BuyERP software: SAP, PeopleSoft, Baan
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Best-of-Breed Approach mySAP.com Individual networked
applications Individual interfaces Overhead of maintenance Data replication High lifecycle costs
Seamless integration Open integration
architecture Highly flexible for new
business requirements (SCM, eProcurement, BI, CRM)
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Consistent service regardless of which of the company’s channels the consumer is using.Example: Banks with branches, ATMs, call center, etc.
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Call centerBranch
Web
ATM, In-store
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Integrate old and new applications so that all data is available.
Middleware Enterprise Application Integration (EAI) What’s Next – Web Services
› Break large scale apps into smaller chunks› Reassemble those components into services› Aggregate internal and external information
services
25G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Shift away from a PC-centric dependence towards a next-generation multi-device accessibilityInternet will be embedded in an endless variety of applicationsEmbedded Internet appliances will appear in the familiar form of washing machine, television, and remote controlMost successful devices will be easy-to-use, task-oriented devices
› Leverage benefits of Internet access to enhance their core functionalities
26G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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27G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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Voice, data, video on same network› Goal: Unification of voice and data to
support customer contact anywhere, anytime, via any channel.
Improved speed and quality New customer contact points (eg Web TV)
› Interesting research strategy via WebTV
28G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai,
Tamilnadu, India
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DeviceIndependence
TravelTravelHotspotsHotspots
OfficeOffice
VacationVacationHotspotsHotspots
HomeHome
Web
Intranet
Communication
E-Learning
Calendar
Voice
• Mobile IPMobile IP• Content TranslationContent Translation• Quality of ServiceQuality of Service• VPNVPN• Content NetworksContent Networks
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India
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Effectiveness Efficiency Integration Convenience
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The core aspect in trend-watching is
balancing exuberance vs. uncertainty
G Roy Antony Arnold Lecturer Panimalar Engineering College Chennai, Tamilnadu, India