1. Lecture 9 - Business Information Systems: Electronic Business Systems

2. Business Information Systems - Electronic Business
E-business
Use of the Internet
Use of Electronic Technologies and Electronic Communications Technologies
Mobility
Automated devices
Walkie-Talkies (Do not ignore old technologies as they might be relevant to your situation)
Internet of all things
To Enable Specified Business Activities
E-commerce
Enterprise Communication
Enterprise Collaboration
Business Processes with Customers
Business Processes with Suppliers
Business Processes with Partners
Business Information Systems - Electronic Business

3. Product Development in a Telecoms Business
Customer Feedback
Market Research
Technology Consideration
Regulatory Consideration
Market Test
Applet Design
Test Applet
Applet on all platforms
Sales
R & Development
Marketing
Business Information Systems - Electronic Business

4. Product Development in a Telecoms Business
Customer Feedback
Market Research
Technology Consideration
Marketing
Business Information Systems - Electronic Business

5. Product Development in a Telecoms Business
Regulatory Consideration
Market Test
Applet Design
Test Applet
Applet on all platforms
Sales
R & Development
Business Information Systems - Electronic Business

6. Product Development in a Telecoms Business (another view)
Marketing
Customer Feedback
Market Research
Technology Considerations
Research and Development
Regulatory Considerations
Market Test
Applet Design
Test Applet
Applet on all platforms
Sales
Business Information Systems - Electronic Business

7. Example E-commerce site
Business Information Systems - Electronic Business

8. Enterprise Application Architecture
Major Players
Suppliers
Customers
Partners
Employees
Business Information Systems - Electronic Business

9. Concerns for each of the players
Suppliers
Getting the best supplier
Quality (Appropriate)
Timely delivery
Location ?
Solutions for Relationship with suppliers
Supply Chain Management/Sourcing/Procurement
Business Information Systems - Electronic Business

10. Concerns for each player
Customers
Do we have them
Can we retain them
Can we anticipate their needs
Can we know them
Can they know us (without prying)
Can we deliver goods on time
Solutions for Customers
Customer Relationship Management/Marketing/Sales/Service
Business Information Systems - Electronic Business

11. Concerns for each player
Employee
Ability to do the job
Collaboration
Welfare
Innovation
Availability of Information (resources)
Solutions for Employees
Database/ Knowledge Management/Collaboration/Decision Support/Technology watch/HR Systems
Business Information Systems - Electronic Business

12. Concerns for each player
Partners
Seamless integration
Standards
Reputation coupling
Solutions for Partners
Partner Relationship Management/Selling/Distribution
Business Information Systems - Electronic Business

13. Enterprise Architecture System
This is the overall system architecture of the whole organization. It shows how the information systems in an organization are linked and are utilized.
Business Information Systems - Electronic Business

14. Enterprise Architecture System
User Interface
Supplier
Partner
Customer
Employees
Enterprise Resource Program
Supply Chain Management
Partner Relationship Management
CRM
Knowledge Management
Business Rules
Internal Database
External Systems
Business Information Systems - Electronic Business

15. Business Information Systems - Electronic Business
Thinking Point
A business that has a franchise has to maintain consistency while operating in diverse markets. What are the aspects of concern when one wants to expand their franchise business?
Business Information Systems - Electronic Business

16. Business Information Systems - Electronic Business
Franchise Jan 2017
Quality
Competence and Training
Pricing
Technology (CCTV, Scanners, Connectedness)
Legal & statutory
Infrastructure – standard
Service delivery
Religious
Life style and test
Culture
Economic factors
Monetary and Fiscal policies
Operating and Reporting Systems
ERP for business chain to give you the above
Business Information Systems - Electronic Business

17. Business Information Systems - Electronic Business
Franchise Needs
Connectivity for communication
Appropriate software and hardware
Online monitoring (Revenue)
Exchange of Standard Operations Procedures  Training and development and ambiance etc
Access controls
Ability to chat like teamviewing
Collaborative tools for training and development to foster uniformity
Centralize advertising and branding
Use the same ERP for standardization
Quality control systems to ensure uniformity
Monitoring of customer contacts
Formulation of legal agreements
Market research, comparisons and aggregation
Business Information Systems - Electronic Business

18. Business Information Systems - Electronic Business
Franchise Needs
Decentralized Information System
Robust network infrastructure
E-marketing (Internet)
Quality monitoring system
Centralized information system
Inventory management
Supply chain system
Financial Management System
Local and global operational regulations
Culture
Location (site approval)
Business Information Systems - Electronic Business

19. Business Information Systems - Electronic Business
Franchises
Franchiser
Control of quality
Ordering online (Centralized)  Uniform pricing
Distribution
CRM should look at all clients
Vetting of franchisee
Submission of financial records
Online background check
Dealer Operating standards
Ordering
How to handle customers
Physical artifacts should be similar
Cost
Setting up the business (materials, labour, similar systems)
Connectivity to main office,
Marketing the franchise product
R&D
Business Information Systems - Electronic Business

20. Business Information Systems - Electronic Business
Franchises
Market research include the customer needs
Income levels (Business intelligence systems)
Business plan including budget and management system
Standardize technology for easy systems integrations
Quality of raw materials from suppliers
Uniformity of service delivery and production
Level of investment in terms ICT infrastructure
Partner service provider for monitoring of activities
Legal environment, understanding of legal framework
Availability of skills, can use linkedIn for head hunting
Business Information Systems - Electronic Business

21. Customer Relationship Management System
Business Information Systems - Electronic Business

22. Who is the Organization’s key partner
The customer
How well does your organization know their customer? (Norman (Sam Malone) in Cheers viz Sending a birthday message by a Mobile Phone Company)
How do you determine the changes in your customer?
TelOne Story
Post Office Story
Ecocash story
Business Information Systems - Electronic Business

23. Customer Relationship Management System
The view of the customer and his characteristics and mannerisms
The view of the organization by the customer and all its offerings
Aggregation of customers and how they interface with the organization
Ability of the customer to influence the organization
Business Information Systems - Electronic Business

24. What do you get from a CRM
Positive:
Focused Customer experience
Usable trends to improve customer experience
Negative:
The result is as good as the underlying CRM (underlying intelligence)
Over reliance on the system
Business Information Systems - Electronic Business

25. Business Information Systems - Electronic Business
What is in a CRM System
Features
Contact information
Sales and Marketing
Ease of use
Help and Support
Business Information Systems - Electronic Business

26. Characteristics of ranking CRM
Features
Integration with communication tools (e.g., Client)
Easily accessible data
Integration with schedule tools (e.g., Calendars)
Accessible on-sight and off sight (
Business Information Systems - Electronic Business

27. Characteristics of ranking CRM
Contact Information
Personal data
Location data
Movement data
Purchasing data
Maps
Company websites
Social Media Integration
Business Information Systems - Electronic Business

28. Characteristics of ranking a CRM
Sales & Marketing
(Aim is to keep old clients and gain new clients)
automated campaigns,
real-time alerts,
campaign tracking,
Usable and portable reports
Integration to social media
Business Information Systems - Electronic Business

29. Characteristics of ranking a CRM
Ease of Use
Quick to navigate
Quick to locate required resources
Business Information Systems - Electronic Business

30. Characteristics of a CRM
Help and Support
Online help
Context sensitive help
Help when required
Business Information Systems - Electronic Business

31. Business Information Systems - Electronic Business
Example of a Demo CRM
Business Information Systems - Electronic Business