understanding back-end systems chapter 9. front-end systems front- end systems are those processes...
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Understanding Back-End Systems
Chapter 9
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Front-End Systems
Front- end systems are those processes with which a user interfaces, and over which a customer can exert some control.
For an E-Business, front-end systems are the Web site processes that customers use to view information and purchase products and services.
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Back-End Systems
Back-end systems are those processes that are not directly accessed by customers.
Back-end systems include the business’s ERP and CRM systems that handle the accounting and budgeting, manufacturing, marketing, inventory management, distribution, order-tracking, and customer support processes.
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Front- & Back-End Systems
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Integrating the “ends”
Online sales transactions are the ______ of an E-Business's operations.
The sales and payment information gathered from online sales transactions must be integrated with other back-end processes.
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Online Transaction Processing
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Legacy System Integration
There are several issues involving the integration of Web site systems with existing systems (legacy systems):– Real-time requirements vs. batch mode– Security
Trust protections – method of securing system connection between supplier/shipping agent and e-business servers
– Technology issues Integrating different systems sometimes requires
middleware to allow for communication
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Business Records Maintenance
All businesses must keep records. Records of orders, payment and delivery,
and customer data are necessary. Various regulations or laws require transaction records, such as sales tax records.
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Records must be retained to meet regulator requirements. Regulations vary by purpose and by jurisdiction.
Primary records include those records that provide supporting documentation for the key activities of an E-Business, including sales, order fulfillment, and payment activities.
Secondary records include important information generated from E-Business activities but not used in daily operations.
– Customer, web activity, & regulatory requirement records
Business Records Maintenance
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Backup and Disaster Recovery
Most of the time things run well, but sometimes:– Computers “crash;” hardware or software fails.
What is the failure rate of a hard drive?
– “Mother Nature” happens: hurricanes, earthquakes, and tornados.
The firm must have in place procedures to back-up and restore key data.
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Some firms go to the extent of having backup data centers.
If you outsource your Web and Internet services, be sure to review your vendor’s policies and plans for disaster recovery.
Disaster Recovery– 9/11– Power outage last fall
Backup and Disaster Recovery (cont’d)
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Disaster Recovery Plans
Disaster Recovery Plans address several issues:– Access to telephones and communication lines– Scaled-down functional servers– Networking software and hardware– Relevant data and databases– Network configuration information
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– Emergency duty rosters– Procedure for notifying employees where to report
following a disaster– Contact information and building blueprints and
specifications provided to police and fire departments
– Emergency service agreements with outside electrical, telephone, and Internet service providers
Disaster Recovery Plans (cont’d)
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Disaster Recovery Options
Hot-swappable drives Redundant array of independent disks
(RAID) Uninterruptible power supplies (UPS) Generators Spare system (fail-over system) Mirrored servers
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Order Fulfillment
Order fulfillment may be the most critical part of an E-Business's operations.
Failure to handle the order fulfillment process well can result in unhappy customers and bad-will.
Fulfillment issues include inventory management, order picking and packaging, and shipping.
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Inventory Management
Many issues:– How is inventory stored?– How is inventory arranged in order to find specific
items when they are ordered?– How is inventory movement (sales and
replenishment) tracked?
Tip – p. 320
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Order Picking
Firms that manage their own inventory have to manage any number of issues in addition to tracking and storage.
Picking the correct items is a key element. Mis-picks are expensive. (p. 320)
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Shipping and Delivery
There are many shipping options– Post office– UPS– FedEx
Many approaches to pricing shipping costs:– Build into cost of product– Charge as a % of order– Charge actual rate– Charge flat fee
Tip – p. 323
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Customers may be price sensitive. Customer options for delivery method may
make sense. Customers sometimes shop for best price of
goods including shipping costs. Shipping policy must be made very clear
Shipping and Delivery (cont’d)
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Returns Processing
Most firms have a significant return rate; 10% is typical.
Issues:– How to facilitate the customer return– How to minimize returns in the first place– How to resell or dispose of returned goods
Must state a clear return policy
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Return Services
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International Shipping
International shipping adds a layer of problems. Different shipping companies may be used. Additional paperwork needed for Customs
clearances. Customs duties or taxes may be incurred. Export controls may effect transactions depending
on the product and country of destination.
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Outsourcing Fulfillments Management
Fulfillment Houses (Third-party logistics – 3PL)– ShipMax.com– Fingerhut Business Services
Outsourcing order fulfillment may be cost effective.
Many large firms outsource at least part of fulfillment process.
May be combined with shipping services.
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Outsourcing Fulfillment Management
Grow to $8.6 billion by 2004
Fulfillment house that targets e-businesses – third-party fulfillment logistics (3FL)– ShipMax.com, iFulFillment.com, e-fulfillment.com
3PL vs. 3FL
Outpost.com – p. 329
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Choosing a Fulfillment House
A fulfillment house should:– Maintain adequate inventory levels to satisfy
anticipated demand– Maintain a high order-fill rate (the percentage of
orders that get filled on the same day)– Have a reasonable cutoff time for orders to be
filled the same day
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Choosing a Fulfillment House (cont’d)
– Use a variety of well-known shipping companies
– Support real-time communication to the E-Business on the status of inventories and orders, instead of simple batch processing
– Add additional value by providing the option of credit card processing and customer service on behalf of the E-Business
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Virtual Inventory
An alternative to holding inventory either in-house or outsourcing
The wholesaler keeps the inventory and ships on the order to the end consumer
Advantages– Infinite scalability
Disadvantages– Loss of control