1. Chapter 14 Information Technology and e-Commerce

2. 2 IT and the Manager’s Job Increased demands placed on manager a. less clerical support b. more competition c. more pressure for innovation The wireless environment including WiFi (leads to continuous communication)

3. 3 Positive Consequences of IT for the Manager 1. Improved productivity and teamwork 2. Increased competitive advantage 3. Enhanced business models (such as build in response to order) 4. Improved customer service and supplier relationships 5. Enhanced communication and coordination

4. 4 Positive Consequences of IT for the Manager, continued 6. Quick access to vast information 7. Enhanced analysis of data and decision making 8. Greater empowerment and flatter organization 9. Saved money through employee self- service 10. Monitoring work and employee surveillance

5. 5 Negative Consequences of IT 1. Wasting time at the computer 2. Repetitive motion disorders 3. Deterioration of customer service 4. Dealing with baffled customers 5. Wired managerial workers 6. The encouragement of nonproductive multitasking

6. 6 The Impact of the Internet on External Relationships Marketing (e-business) Purchasing (more efficiently) Changing of intermediaries (some brokers out, some in) Enhancement of globalization Integrating new and old economies Living with increased visibility (such as blogs)

7. 7 The Effects of the Internet on Internal Operations More effective work processes (such as uniform production and work streamlining) Squeeze on profits and pressure toward cost control (buyers use Web to uncover cost information) Data mining (finding hidden trends such as consumer buying habits)

8. 8 Success Factors in e-Commerce 1. Develop an excellent call center to allow for the human touch. 2. Keep customers informed about order progress. 3. Constantly monitor and update the e- business system. 4. Mix bricks and clicks (physical store and online)

9. 9 Success Factors in e-Commerce, continued 5. Develop a global presence (get local domain name, such as “uk” or “fr”) 6. Protect company against fraud a. E-Crime and e-fraud are rampant b. Identity threat frightens customers c. Knock-off brands are abundant d. Click fraud hurts advertisers on your Website