Stakeholders Unit 1Business Skills for e-commerce

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Presentation transcript:

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

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

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

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

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

Task Pick two of the other stake-holders listed and list their objectives. Report back to the group Finance Strategic Budgeting Cost Containment Cash Flow Management Debt management Tax Planning Record Keeping

Stakeholder objectives Customer support Promptly Answered Calls Customer Resolution Good Company Representation

Stakeholder objectives Procurement Continuous Supply Minimize Inventory Investment Quality Improvement

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

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

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

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

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

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

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

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

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

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

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

Mini assignment Case study You are required to: 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)