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

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

3. 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

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

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

6. 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

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

8. Stakeholder objectives
Procurement
Continuous Supply
Minimize Inventory Investment
Quality Improvement

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

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

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

12. 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

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

14. 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

15. 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

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

17. 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

18. Analyse the following site
How does it manage
View products
Select products
Select delivery
Check out
Pay
Track
Returns/warranty/support

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

20. Mini assignment Case study You are required to:
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)