Stakeholders Unit 1Business Skills for e-commerce HND in Computing and Systems Development
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
Activity Go back to your web sites Rate the site for meeting customer objectives Report your results
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
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/ 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)