1. ECT 589: E-Commerce Management
E-Business Transformation
4/8/2019
ECT 589 Susy Chan, Ph.D.

2. Agenda Your feedback Market News E-business: overview and future
“IT doesn’t matter” or Does IT matter?
Web Services and E-Business
Transformation and IT Skills Portfolio
Case Study Presentation – Morningstars.com
Next week: Case Study Reports and peer evaluation
4/8/2019
ECT 589 Susy Chan, Ph.D.

3. “IT Doesn’t Matter” What are Nicholas Carr’s assertions?
What did he say about the IT vendors?
What did he recommend as new rules for IT Management?
Discussion: Do you agree or disagree? Why?
4/8/2019
ECT 589 Susy Chan, Ph.D.

4. Web Services and E-Business
4/8/2019
ECT 589 Susy Chan, Ph.D.

5. Web Services Architecture: Standards and Protocols.
Examples of application services
Service Management
Shared
Utilities
Service Grid
Resource Knowledge Management
Transport Management
Foundation Standards
WSDL (Web Services Description Language)
UDDI (Universal Description, Discovery, and Integration)
XML (eXtensible Markup Language)
Foundation Protocols
SOA: (Simple Object Access Protocol)
HTTP (HyperText Transfer Protocol)
TCP?IP (Transmission Control Portocol/Internet Protocol)
4/8/2019
ECT 589 Susy Chan, Ph.D.

6. 2002 Emerging Technology Hype Cycle
VISIBILITY
Technology Trigger
Personal
Fuel Cells
E-Tag
Identity Services
INanocomputing
P2P computing
WAP/Wireless Web
Peak of Inflated Expectations
Trough of Disillusionment
Slope of Enlightenment
Plateau of Productivity
TIME
Source: Gartner Group
Grid Computing
Biometrics
Natural Language
Search
Web Services
PDA phones
Wireless
LANS/802.11
VPN
Speech recognition
In call centers
PKI
Voice over IP
Gartner Group's 1998 hype cycle of emerging technologies shows knowledge management at the top of the curve -- moving from what Gartner calls "the peak of inflated expectations" into "the trough of disillusionment." That’s where the hype has gotten out far beyond what can actually be delivered.
If an idea perseveres, if it’s the real thing, then it starts to settle out and the real benefits begin.
It’s a good representation of what KM has experienced.
Gartner would say there will be a lot of backlash against KM and some backsliding at this point in the hype cycle -- and this is where many technologies often disappear. Remember artificial intelligence?
Anyway, a lot of products, services and publications are changing their names to cash in on the popularity of knowledge. In most cases, they've done the equivalent of slapping a "new and improved" label on an old bill of goods. That's added to the hype and contributed to problems of potential disillusionment with the movement as a whole.
We've had to recognize the hype that's going on, and work through it. All the researchers are saying that this is a serious trend.
bluetooth
E-payments
Location
Sensing
Speech recognition on desktop
4/8/2019
ECT 589 Susy Chan, Ph.D.

7. Movement of Web Services for E-Business
Beginning at the Edge
Coordinating with business partners
Sales channel management
Supply-chain management
Collaborative product development
Creating new edges with business procuess outsourcing
Sourcing edge applications from independent software vendors
Procurement applications
Electronic marketplace applications
Supply-chain management applications
Moving into the Core
Expanding across core business processes
Managing administrative processes
Integrating merged or acquired enterprises
Procurement applications
Sourcing applications from independent software vendors
4/8/2019
ECT 589 Susy Chan, Ph.D.

8. e-Business Application Architecture
Business Partners,
Suppliers, Resellers
Distributors,
Supply Chain Mgmt
Logistics
Production
Distribution
Employees
Stakeholders
E-Procurement
HRMS/
ERP
Mgmt Control
Auditing
Finance BI
EAI
CRM
Marketing
Sales
Cust Svce
Selling Chain Mgmt
Customers,
Resellers
4/8/2019
ECT 589 Susy Chan, Ph.D.

9. Internal and External Process Enablement
4/8/2019
ECT 589 Susy Chan, Ph.D.

10. Value Portfolio Analysis: Application Categories
Utility
Frontier
Enhancement
High
Cost (Expense Focus)
Productivity
(Payback) Focus
Opportunity
(Advantage) Focus
E-Commerce
Customer Tracking
Supply Chain Management
Business Creation
Contribution
To corporate
Performance
Customer Service
Process Redesign
Order Entry
User Empowerment
Billing
Functional Enhancement
General Ledger
Payroll
Utility Function
Low
Dominant
Occasional
Seldom
Relative Share Portfolio
4/8/2019
ECT 589 Susy Chan, Ph.D.

11. What Skills Do Companies Need for a Successful Implementation?
Sales, Marketing, Customer Service , Best Practices
B2B
B2C
Process Knowledge
Enterprise program management
Project control
Issue resolution
Risk management
Leadership
Expectation Management
Project Management
Client/Server and Web technologies
Performance / benchmarking
ACD, IVR, CTI technologies
Middleware
routing systems
Technical Knowledge
People, Process,and Technology
Applications Knowledge
Architecture Knowledge
Project Management
Product Expertise
Job analysis and Redesign
Training and documentation
Team building
Stakeholder management
Change Management
Best practices
Industry issues
Industry specific solutions
Industry Knowledge
4/8/2019
ECT 589 Susy Chan, Ph.D.

12. The Emergence of ERP II
4/8/2019
ECT 589 Susy Chan, Ph.D.

13. What is ERP II?
4/8/2019
ECT 589 Susy Chan, Ph.D.

14. ERP vs. ERP II
4/8/2019
ECT 589 Susy Chan, Ph.D.

15. How CRM Works Loyal Customers Increased ARPU Stronger brand attitude
Less price sensitive
Reduce customer churn
Better responsiveness
to customer needs
Increased customer
satisfaction
CRM
Program
Customer
Database
Increased ARPU
Cost reductions
More targeted communications
New customer insights
Early warning system
Cross-selling
Better Target Marketing
Market Research
Data
Mining
Source: Dowling (2002)
4/8/2019
ECT 589 Susy Chan, Ph.D.

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ECT 589 Susy Chan, Ph.D.

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ECT 589 Susy Chan, Ph.D.

18. Driving Forces of ERP II
User disillusionment with traditional ERP
The focus on resource optimization and transaction processing is insufficient to support new inter-enterprise-focused strategies and competitiveness
The emergence of the “net liberated” enterprise
Transformation from vertically integrated organizations into multi-enterprise entities based on core competencies. Traditional ERP becomes obsolete in architecture and business relevance.
Collaboration and the rise of c-commerce
Networked, technology-enabled collaboration
4/8/2019
ECT 589 Susy Chan, Ph.D.

19. Transformation From vertically integrated supply chain
Raise capital for physical assets
Hold large stocks or unsold inventory
Use large amounts of working capital to operate and grow
To net-liberated enterprise
Agility in process and application
Inclusive of trading partners
4/8/2019
ECT 589 Susy Chan, Ph.D.

20. Factors
Issues
IT Skills Requirements
Architecture
Application architecture
Distributed systems
Infrastructure architecture
Collaboration
Information structuring & architecture
Internet/Web architecture
Network administration
Database management
Middleware
Security, document management
Legacy systems
Information management
Knowledge management
Technology planning
E-business strategy
Implementation
ERP and Web systems integration
Effective Project management
Process change management
Enterprise systems
Integration of web systems and enterprise systems
Systems integration
SCM, CRM, IM
Data warehousing, Data mining
Project management
Interpersonal skills
Process re-engineering
Organization Change
Process change driven by external demand
Permeable org boundaries
External users and consumers
Complex process
ERP, CRM, SCM, Value chain
Change management
Human factors
Application Development
A shift of development efforts from simple Web development to analytic capability and system/application integration.
Web based interface design
E-business analysis
Structured programming methods
Web development and design
Object-Oriented development
Data mining
Human computer interaction
Workflow analysis
Domain knowledge
Tools and Technology
Wide-range of tools and technology
New tools and technology
Lack of standardization
Proper education and training
Unix, Linux, Windows
.Net technologies
CGI, Perl, C++, C#, ASP
PHP, SQL, MySQL, XML, Java, SOAP, UDDI, WSDL, ebXML
4/8/2019
ECT 589 Susy Chan, Ph.D.

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ECT 589 Susy Chan, Ph.D.

22. Knowledge about technology.
Levels of Challenges
Necessary Skills
Strategy
Strategic planning.
Leadership.
Decision Making.
Knowledge about technology.
Understanding of e-business webs complexity.
Architecture
Architecture knowledge as part of IT planning skills.
Distributed systems knowledge.
Application architecture and systems integration.
Knowledge about technology standards.
Systems
Deep knowledge in business process (intra- and inter-organizational processes).
Technical knowledge in systems integration.
Vendor and product knowledge.
Application architecture
Projects
Deep knowledge in process related to industry value chain.
Deep knowledge in inter-department process.
Change management.
Web-based system development.
Integration of legacy systems, enterprise systems, and web-based systems.
Project management.
Interpersonal and communications skills
Tools and Technology
Multiple operating systems.
Wireless.
Web services.
XML. Java.
DBMS.Networks.
Client-side programming tools. Server-side programming tools.
4/8/2019
ECT 589 Susy Chan, Ph.D.