E-business and e-commerce management: strategy, implementation and practice
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Harlow [u.a.]
Financial Times Prentice Hall
2007
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXVIII, 663 S. Ill., graph. Darst. |
| ISBN: | 9780273707523 |
Internformat
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| 245 | 1 | 0 | |a E-business and e-commerce management |b strategy, implementation and practice |c Dave Chaffey |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a Harlow [u.a.] |b Financial Times Prentice Hall |c 2007 | |
| 300 | |a XXVIII, 663 S. |b Ill., graph. Darst. | ||
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| 650 | 4 | |a Unternehmen | |
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| 650 | 4 | |a Electronic commerce | |
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Datensatz im Suchindex
| _version_ | 1804137548458491904 |
|---|---|
| adam_text | Preface xiii
Guided tour xxii
Author s acknowledgements xxv
Publisher s acknowledgements xxvi
Parti INTRODUCTION
Chapter 1 Introduction to e-business and e-commerce 3
Chapter 2 E-commerce fundamentals 40
Chapter 3 E-business infrastructure 81
Chapter 4 E-environment 145
Part 2 STRATEGY AND APPLICATIONS
Chapter 5 E-business strategy 201
Chapter 6 Supply chain management 266
Chapter 7 E-procurement 308
Chapter 8 E-marketing 336
Chapter 9 Customer relationship management 390
Part 3 IMPLEMENTATION
Chapter 10 Change management 457
Chapter 11 Analysis and design 499
Chapter 12 Implementation and maintenance 570
Glossary 631
Index 649
Preface xii
Guided tour xxi
Author s acknowledgements xxv
Publisher s acknowledgements xxv
Parti INTRODUCTION
1 Introduction to e-business and
e-commerce 3
Learning outcomes I Management issues 3
Links to other chapters 3
Introduction 4
E-business opportunities 4
E-business risks 6
What is the difference between e-commerce and
e-business? 7
E-commerce defined 8
Business or consumer models of e-commerce
transactions 11
E-business defined 14
How significant are e-commerce and e-business? 16
Consumer adoption of digital technologies 16
Drivers of consumer Internet adoption 17
Barriers to consumer Internet adoption 19
Business adoption of digital technologies for
e-commerce and e-business 19
Case Study 1.1 North West Supplies extends its
reach online 22
Barriers to e-business and e-commerce adoption 23
Introducing the B2B and B2C companies 25
Management responses to e-commerce and e-business
Part 1: Introduction 29
Part 2: Strategy and applications 30
Part 3: Implementation 32
Case Study 1.2 eBay - the world s largest
e-business 32
Summary 35
Exercises 36
References 37
Further reading 38
Web links 38
2 E-commerce fundamentals 40
Learning outcomes I Management issues 40
Links to other chapters 40
Introduction 41
The e-commerce environment 41
The e-commerce marketplace 43
Business or consumer model? 43
Marketplace channel structures 45
Different types of online intermediary 47
The importance of multi-channel marketplace
models 50
Focus on portals 51
Types of portals 51
The importance of search engines 53
Location of trading in the marketplace 54
Commercial arrangements for transactions 57
Focus on auctions 58
Case Study 2.1 The impact of B2B reverse
auctions 60
Business models for e-commerce 61
Revenue models 63
Publisher revenue models 63
Focus on Internet start-up companies - the
dot-coms 67
From bricks and mortar to clicks and mortar 67
Assessing dot-com businesses 67
Valuing Internet start-ups 68
Case Study 2.2 lastminute.com - an international
dot-com survivor 70
The dot-com bubble bursts 72
Why dot-coms failed 72
The impact of the dot-com phenomenon on
traditional organizations 74
Case Study 2.3 Zopa launches a new lending
model 75
Summary 76
Exercises 77
References 78
Further reading 79
Web links 80
3 E-business infrastructure 81
Learning outcomes I Management issues 81
Links to other chapters 81
Introduction 82
What is the Internet? 85
The Internet timeline 85
Just how big is the Internet? 88
Intranets and extranets 89
What is the World Wide Web? 95
Voice over IP (VoIP) 101
CONTENTS
How does it work? Internet standards 102 I
Networking standards 102 j
The HTTP protocol 104 j
Uniform resource locators (URLs) 104 j
Domain names 105 I
Web presentation and data exchange standards 106 j
Examples of XML applications 111 i
Audio and video standards 113;
Focus on who controls the Internet 114 I
Managing e-business infrastructure 118 ;
Managing hardware and systems software ;
infrastructure 118 i
Internet service providers 119
Managing employee access to the Internet
and e-mail 124
Managing e-business applications infrastructure 124
Focus on web services and service-oriented
architecture (SOA) 127
Case Study 3.1 New architecture or just new hype? 128
EDI 130
Focus on new access devices 131
Mobile access devices 132
Interactive digital television 136
The future of the Internet infrastructure 139
Summary 140
Exercises 141
References 142
Further reading 143
Web links 143
4 E-environment 145
Learning outcomes I Management issues 145
Links to other chapters 145
Introduction 146
Social factors 148
Factors governing Internet adoption 149
Assessing demand for e-commerce services 150
Case Study 4.1 Next-generation broadband 153
Ethical issues of sell-side e-commerce 160
Taxation 176
Freedom-restrictive legislation 178
Economic and competitive factors 179
Focus on e-commerce and globalization 181
Case Study 4.2 The implications of globalization
for consumer attitudes 182
The implications of e-commerce for international
B2B trading 183
Political factors 184
Internet governance 186
E-government 186
Technological innovation and technology assessment 187
Case Study 4.3 How do industry analysts affect
technology adoption? 191
iii
Summary 193
Exercises 193
References 194
Further reading 196
Web links 196
5 E-business strategy 201
Learning outcomes I Management issues 201
Links to other chapters 201
Introduction 202
E-business strategy 202
The imperative for e-business strategy 204
E-channel strategies 204
Strategy process models for e-business 207
Strategic analysis 212
Resource and process analysis 212
Competitive environment analysis 218
Assessing competitive threats 219
Competitor analysis 222
Strategic objectives 223
Defining vision and mission 223
How can e-business create business value? 225
Case Study 5.1 Capital One creates value
through e-business 226
Objective setting 227
Case Study 5.2 Setting the Internet revenue
contribution at Sandvik Steel 229
Strategy definition 233
Decision 1: E-business channel priorities 233
Decision 2: Organizational restructuring and
capabilities 238
Decision 3: Business, service and revenue models 239
Decision 4: Marketplace restructuring 240
Decision 5: Market and product development
strategies 242
Decision 6: Positioning and differentiation
strategies 245
Strategy implementation 249
Failed e-business strategies 250
E-business strategy implementation success
factors for SMEs 251
Case Study 5.3 Boo hoo - learning from the largest
European dot-com failure 252
Focus on information systems strategy and e-business
strategy 255
Elements of IS strategy 256
Investment appraisal 257
Summary 260
Exercises 261
References 262
Further reading 264
Web links 265
6 Supply chain management 266
Learning outcomes I Management issues 266
Links to other chapters 266
Introduction 267
What is supply chain management? 267
Using technology to support supply chain
management - an example 269
A simple model of a supply chain 269
Case Study 6.1 Shell chemicals redefines its
customers supply chains 271
What is logistics? 274
Push and pull supply chain models 275
Focus on the value chain 277
Restructuring the internal value chain 278
The value stream 279
Value chain analysis 279
Value networks 281
Towards the virtual organization 283
Options for restructuring the supply chain 285
Using e-business to restructure the supply
chain 287
Adoption rates of e-business applications 287
IS-supported upstream supply chain management 291
Case Study 6.2 Tesco develops buy-side
e-commerce system for supply chain
management 292
IS-supported downstream supply chain
management 293
Outbound logistics management 294
IS infrastructure for supply chain management 294
Supply chain management implementation 296
The supply chain management strategy process 298
Managing partnerships 300
Managing global distribution 302
Case Study 6.3 RFID: keeping track starts its
move to a faster track 302
Summary 303
Exercises 304
References 305
Further reading 306
Web links 307
7 E-procurement 308
Learning outcomes I Management issues 308
Links to other chapters 308
Introduction 309
What is e-procurement? 309
Understanding the procurement process 311
Types of procurement 313
Drivers of e-procurement 313
Case Study 7.1 Cambridge Consultants reduce
costs through e-procurement 314
CONTENTS
Focus on estimating e-procurement cost savings 316
The impact of cost savings on profitability 316
Risks and impacts of e-procurement 318
Organizational risks 318
Failure to achieve real cost reductions 319
Technology risks 319
Implementing e-procurement 320
The growth in adoption of web-enabled
e-procurement 322
Integrating company systems with supplier
systems 323
Focus on electronic B2B marketplaces 325
Case Study 7.2: Covisint - a typical history of a
B2B marketplace? 327
Types of marketplace 329
The future of e-procurement? 331
Summary 332
Exercises 332
References 333
Further reading 334
Web links 335
8 E-marketing 336
Learning outcomes I Management issues 336
Links to other chapters 336
Introduction 337
Chapter structure 337
What is e-marketing? 338
Marketing defined 338
E-marketing defined 339
Distinguishing between e-marketing, e-business
and e-commerce 340
E-marketing planning 340
Is a separate e-marketing plan required? 341
Situation analysis 343
Demand analysis 343
Competitor analysis 346
Intermediary analysis 348
Internal marketing audit 348
Objective setting 349
The online revenue contribution 350
Case Study 8.1 The e-volution of easyJet s online
revenue contribution 352
Strategy 354
Market and product positioning 355
Target market strategies 356
Focus on characteristics of new-media marketing
communications 359
Tactics 365
Product 366
Price 367
Place 369
Promotion 370
People, Process and Physical evidence 372
CONTENTS
Focus on online branding 373 ;
The importance of brand online 377 j
Actions 379 j
Control 381 j
Case Study 8.2 The new Napster changes the j
music marketing mix 381 ;
Summary 385 ;
Exercises 386 ;
References 387 j
Further reading 389 •
Web links 389 j
9 Customer relationship management 390 j
Learning outcomes I Management issues 390 j
Links to other chapters 390 j
Introduction 391 j
Marketing applications of CRM 392 !
Whatise-CRM? 393 j
Benefits of e-CRM 394 |
Permission marketing 395
Customer profiling 397
Conversion marketing 398
The online buying process 400
Differences in buyer behaviour in target markets 400
Differences between B2C and B2B buyer behaviour 401
Customer acquisition management 403
Focus on marketing communications for customer
acquisition 403
The characteristics of interactive marketing
communications 404
Assessing marketing communications
effectiveness 407
Online marketing communications 410
Customer retention management 424
Personalization and mass customization 426
Online communities 428
Techniques for managing customer activity and
value 430
Lifetime value modelling 432
Focus on excelling in e-commerce service quality 433
Improving online service quality 433
Customer extension 436
Advanced online segmentation and targeting
techniques 437
Technology solutions for CRM 443
Types of CRM applications 444
Integration with back-office systems 445
The choice of single-vendor solutions or a more
fragmented choice 445
Data quality 446
Case Study 9.1 Tesco.com increases product
range and uses triggered communications
to support CRM 447
Summary 449
Exercises 449
References 451
Further reading 453
Web links 453
Part 3 IMPLEMENTATION
10 Change management 457
Learning outcomes I Management issues 457
Links to other chapters 457
Introduction 458
The challenges of e-business transformation 458
The challenge of sell-side e-commerce
implementation 460
Different types of change in business 463
Case Study 10.1 Smoothing the workflow through
business process management 467
Planning change 468
The imperative for project governance? 468
The project plan and schedule for an e-business
system 469
Prototyping 472
Human resource requirements 473
Staff retention 474
Outsourcing 475
Revising organizational structures 478
Approaches to managing change 481
Senior management involvement 481
Models for achieving change 481
Organizational culture 484
Focus on knowledge management 485
What is knowledge? 486
Objectives of knowledge management 488
Implementing knowledge management 488
Technologies for implementing knowledge
management 490
Risk management 492
Case Study 10.2 Sharing knowledge at the BBC
using Internet technologies 493
Summary 494
Exercises 494
References 496
Further reading 497
Web links 497
11 Analysis and design 499
Learning outcomes I Management issues 499
Links to other chapters 499
Introduction 500
Analysis for e-business 501
Workflow management 501
Process modelling 502
Process mapping 503
Task analysis and task decomposition 503
Process dependencies 505
Validating a new process model 511
Data modelling 511
Design for e-business 513
Architectural design of e-business systems 513
Focus on user-centred site design 515
Use-case analysis 516
Designing the information architecture 522
Customer orientation 527
Elements of site design 529
Web accessibility 535
Case Study 11.1 dabs.com refines its web store 538
Focus on security design for e-business 540
Managing computer viruses 542
Controlling information service usage 546
Monitoring of electronic communications 546
E-mail management 551
Hacking 557
Phishing 559
Denial-of-service attacks 560
Secure e-commerce transactions 560
Approaches to developing secure systems 561
Current approaches to e-commerce security 562
Reassuring the customer 564
Case Study 11.2 Building an e-business fortress 564
Summary 565
Exercises 566
References 567
Further reading 568
Web links 569
12 Implementation and maintenance 570
Learning outcomes I Management issues 570
Links to other chapters 570
Introduction 571
Alternatives for acquiring e-business systems 572
Development of web-based content and services 574
CONTENTS
Creating static web content 574
Focus on HTML 575
Focus on developing dynamic web content 586
JavaScript 587
VBScript 590
Perl 591
Active server pages (ASPs) 591
.NET 591
Common Gateway Interface (CGI) 591
Other standards for dynamic content 592
Tools for web-site development and testing 593
Testing 596
The testing process 596
Testing environments 597
Changeover 597
Database creation and data migration 598
Deployment planning 599
Content management and maintenance 599
Frequency and scope of content updating 599
Maintenance process and responsibilities 601
Focus on measuring and improving performance of
e-business systems 605
Principles of performance management and
improvement 606
Stage 1: Creating a performance management
system 607
Stage 2: Defining the performance metrics framework 609
Stage 3: Tools and techniques for collecting
metrics and summarizing results 612
Budgeting 619
Case Study 12.1 Learning from Amazon s culture
of metrics 622
Summary 627
Exercises 628
References 629
Further reading 630
Web links 630
Glossary 631
Index 649
|
| adam_txt |
Preface xiii
Guided tour xxii
Author's acknowledgements xxv
Publisher's acknowledgements xxvi
Parti INTRODUCTION
Chapter 1 Introduction to e-business and e-commerce 3
Chapter 2 E-commerce fundamentals 40
Chapter 3 E-business infrastructure 81
Chapter 4 E-environment 145
Part 2 STRATEGY AND APPLICATIONS
Chapter 5 E-business strategy 201
Chapter 6 Supply chain management 266
Chapter 7 E-procurement 308
Chapter 8 E-marketing 336
Chapter 9 Customer relationship management 390
Part 3 IMPLEMENTATION
Chapter 10 Change management 457
Chapter 11 Analysis and design 499
Chapter 12 Implementation and maintenance 570
Glossary 631
Index 649
Preface xii
Guided tour xxi
Author's acknowledgements xxv
Publisher's acknowledgements xxv
Parti INTRODUCTION
1 Introduction to e-business and
e-commerce 3
Learning outcomes I Management issues 3
Links to other chapters 3
Introduction 4
E-business opportunities 4
E-business risks 6
What is the difference between e-commerce and
e-business? 7
E-commerce defined 8
Business or consumer models of e-commerce
transactions 11
E-business defined 14
How significant are e-commerce and e-business? 16
Consumer adoption of digital technologies 16
Drivers of consumer Internet adoption 17
Barriers to consumer Internet adoption 19
Business adoption of digital technologies for
e-commerce and e-business 19
Case Study 1.1 North West Supplies extends its
reach online 22
Barriers to e-business and e-commerce adoption 23
Introducing the B2B and B2C companies 25
Management responses to e-commerce and e-business
Part 1: Introduction 29
Part 2: Strategy and applications 30
Part 3: Implementation 32
Case Study 1.2 eBay - the world's largest
e-business 32
Summary 35
Exercises 36
References 37
Further reading 38
Web links 38
2 E-commerce fundamentals 40
Learning outcomes I Management issues 40
Links to other chapters 40
Introduction 41
The e-commerce environment 41
The e-commerce marketplace 43
Business or consumer model? 43
Marketplace channel structures 45
Different types of online intermediary 47
The importance of multi-channel marketplace
models 50
Focus on portals 51
Types of portals 51
The importance of search engines 53
Location of trading in the marketplace 54
Commercial arrangements for transactions 57
Focus on auctions 58
Case Study 2.1 The impact of B2B reverse
auctions 60
Business models for e-commerce 61
Revenue models 63
Publisher revenue models 63
Focus on Internet start-up companies - the
'dot-coms' 67
From 'bricks and mortar' to 'clicks and mortar' 67
Assessing dot-com businesses 67
Valuing Internet start-ups 68
Case Study 2.2 lastminute.com - an international
dot-com survivor 70
The dot-com bubble bursts 72
Why dot-coms failed 72
The impact of the dot-com phenomenon on
traditional organizations 74
Case Study 2.3 Zopa launches a new lending
model 75
Summary 76
Exercises 77
References 78
Further reading 79
Web links 80
3 E-business infrastructure 81
Learning outcomes I Management issues 81
Links to other chapters 81
Introduction 82
What is the Internet? 85
The Internet timeline 85
Just how big is the Internet? 88
Intranets and extranets 89
What is the World Wide Web? 95
Voice over IP (VoIP) 101
CONTENTS
How does it work? Internet standards 102 I
Networking standards 102 j
The HTTP protocol 104 j
Uniform resource locators (URLs) 104 j
Domain names 105 I
Web presentation and data exchange standards 106 j
Examples of XML applications 111 i
Audio and video standards 113;
Focus on who controls the Internet 114 I
Managing e-business infrastructure 118 ;
Managing hardware and systems software ;
infrastructure 118 i
Internet service providers 119
Managing employee access to the Internet
and e-mail 124
Managing e-business applications infrastructure 124
Focus on web services and service-oriented
architecture (SOA) 127
Case Study 3.1 New architecture or just new hype? 128
EDI 130
Focus on new access devices 131
Mobile access devices 132
Interactive digital television 136
The future of the Internet infrastructure 139
Summary 140
Exercises 141
References 142
Further reading 143
Web links 143
4 E-environment 145
Learning outcomes I Management issues 145
Links to other chapters 145
Introduction 146
Social factors 148
Factors governing Internet adoption 149
Assessing demand for e-commerce services 150
Case Study 4.1 Next-generation broadband 153
Ethical issues of sell-side e-commerce 160
Taxation 176
Freedom-restrictive legislation 178
Economic and competitive factors 179
Focus on e-commerce and globalization 181
Case Study 4.2 The implications of globalization
for consumer attitudes 182
The implications of e-commerce for international
B2B trading 183
Political factors 184
Internet governance 186
E-government 186
Technological innovation and technology assessment 187
Case Study 4.3 How do industry analysts affect
technology adoption? 191
iii
Summary 193
Exercises 193
References 194
Further reading 196
Web links 196
5 E-business strategy 201
Learning outcomes I Management issues 201
Links to other chapters 201
Introduction 202
E-business strategy 202
The imperative for e-business strategy 204
E-channel strategies 204
Strategy process models for e-business 207
Strategic analysis 212
Resource and process analysis 212
Competitive environment analysis 218
Assessing competitive threats 219
Competitor analysis 222
Strategic objectives 223
Defining vision and mission 223
How can e-business create business value? 225
Case Study 5.1 Capital One creates value
through e-business 226
Objective setting 227
Case Study 5.2 Setting the Internet revenue
contribution at Sandvik Steel 229
Strategy definition 233
Decision 1: E-business channel priorities 233
Decision 2: Organizational restructuring and
capabilities 238
Decision 3: Business, service and revenue models 239
Decision 4: Marketplace restructuring 240
Decision 5: Market and product development
strategies 242
Decision 6: Positioning and differentiation
strategies 245
Strategy implementation 249
Failed e-business strategies 250
E-business strategy implementation success
factors for SMEs 251
Case Study 5.3 Boo hoo - learning from the largest
European dot-com failure 252
Focus on information systems strategy and e-business
strategy 255
Elements of IS strategy 256
Investment appraisal 257
Summary 260
Exercises 261
References 262
Further reading 264
Web links 265
6 Supply chain management 266
Learning outcomes I Management issues 266
Links to other chapters 266
Introduction 267
What is supply chain management? 267
Using technology to support supply chain
management - an example 269
A simple model of a supply chain 269
Case Study 6.1 Shell chemicals redefines its
customers' supply chains 271
What is logistics? 274
Push and pull supply chain models 275
Focus on the value chain 277
Restructuring the internal value chain 278
The value stream 279
Value chain analysis 279
Value networks 281
Towards the virtual organization 283
Options for restructuring the supply chain 285
Using e-business to restructure the supply
chain 287
Adoption rates of e-business applications 287
IS-supported upstream supply chain management 291
Case Study 6.2 Tesco develops buy-side
e-commerce system for supply chain
management 292
IS-supported downstream supply chain
management 293
Outbound logistics management 294
IS infrastructure for supply chain management 294
Supply chain management implementation 296
The supply chain management strategy process 298
Managing partnerships 300
Managing global distribution 302
Case Study 6.3 RFID: keeping track starts its
move to a faster track 302
Summary 303
Exercises 304
References 305
Further reading 306
Web links 307
7 E-procurement 308
Learning outcomes I Management issues 308
Links to other chapters 308
Introduction 309
What is e-procurement? 309
Understanding the procurement process 311
Types of procurement 313
Drivers of e-procurement 313
Case Study 7.1 Cambridge Consultants reduce
costs through e-procurement 314
CONTENTS
Focus on estimating e-procurement cost savings 316
The impact of cost savings on profitability 316
Risks and impacts of e-procurement 318
Organizational risks 318
Failure to achieve real cost reductions 319
Technology risks 319
Implementing e-procurement 320
The growth in adoption of web-enabled
e-procurement 322
Integrating company systems with supplier
systems 323
Focus on electronic B2B marketplaces 325
Case Study 7.2: Covisint - a typical history of a
B2B marketplace? 327
Types of marketplace 329
The future of e-procurement? 331
Summary 332
Exercises 332
References 333
Further reading 334
Web links 335
8 E-marketing 336
Learning outcomes I Management issues 336
Links to other chapters 336
Introduction 337
Chapter structure 337
What is e-marketing? 338
Marketing defined 338
E-marketing defined 339
Distinguishing between e-marketing, e-business
and e-commerce 340
E-marketing planning 340
Is a separate e-marketing plan required? 341
Situation analysis 343
Demand analysis 343
Competitor analysis 346
Intermediary analysis 348
Internal marketing audit 348
Objective setting 349
The online revenue contribution 350
Case Study 8.1 The e-volution of easyJet's online
revenue contribution 352
Strategy 354
Market and product positioning 355
Target market strategies 356
Focus on characteristics of new-media marketing
communications 359
Tactics 365
Product 366
Price 367
Place 369
Promotion 370
People, Process and Physical evidence 372
CONTENTS
Focus on online branding 373 ;
The importance of brand online 377 j
Actions 379 j
Control 381 j
Case Study 8.2 The new Napster changes the j
music marketing mix 381 ;
Summary 385 ;
Exercises 386 ;
References 387 j
Further reading 389 •
Web links 389 j
9 Customer relationship management 390 j
Learning outcomes I Management issues 390 j
Links to other chapters 390 j
Introduction 391 j
Marketing applications of CRM 392 !
Whatise-CRM? 393 j
Benefits of e-CRM 394 |
Permission marketing 395
Customer profiling 397
Conversion marketing 398
The online buying process 400
Differences in buyer behaviour in target markets 400
Differences between B2C and B2B buyer behaviour 401
Customer acquisition management 403
Focus on marketing communications for customer
acquisition 403
The characteristics of interactive marketing
communications 404
Assessing marketing communications
effectiveness 407
Online marketing communications 410
Customer retention management 424
Personalization and mass customization 426
Online communities 428
Techniques for managing customer activity and
value 430
Lifetime value modelling 432
Focus on excelling in e-commerce service quality 433
Improving online service quality 433
Customer extension 436
Advanced online segmentation and targeting
techniques 437
Technology solutions for CRM 443
Types of CRM applications 444
Integration with back-office systems 445
The choice of single-vendor solutions or a more
fragmented choice 445
Data quality 446
Case Study 9.1 Tesco.com increases product
range and uses triggered communications
to support CRM 447
Summary 449
Exercises 449
References 451
Further reading 453
Web links 453
Part 3 IMPLEMENTATION
10 Change management 457
Learning outcomes I Management issues 457
Links to other chapters 457
Introduction 458
The challenges of e-business transformation 458
The challenge of sell-side e-commerce
implementation 460
Different types of change in business 463
Case Study 10.1 Smoothing the workflow through
business process management 467
Planning change 468
The imperative for project governance? 468
The project plan and schedule for an e-business
system 469
Prototyping 472
Human resource requirements 473
Staff retention 474
Outsourcing 475
Revising organizational structures 478
Approaches to managing change 481
Senior management involvement 481
Models for achieving change 481
Organizational culture 484
Focus on knowledge management 485
What is knowledge? 486
Objectives of knowledge management 488
Implementing knowledge management 488
Technologies for implementing knowledge
management 490
Risk management 492
Case Study 10.2 Sharing knowledge at the BBC
using Internet technologies 493
Summary 494
Exercises 494
References 496
Further reading 497
Web links 497
11 Analysis and design 499
Learning outcomes I Management issues 499
Links to other chapters 499
Introduction 500
Analysis for e-business 501
Workflow management 501
Process modelling 502
Process mapping 503
Task analysis and task decomposition 503
Process dependencies 505
Validating a new process model 511
Data modelling 511
Design for e-business 513
Architectural design of e-business systems 513
Focus on user-centred site design 515
Use-case analysis 516
Designing the information architecture 522
Customer orientation 527
Elements of site design 529
Web accessibility 535
Case Study 11.1 dabs.com refines its web store 538
Focus on security design for e-business 540
Managing computer viruses 542
Controlling information service usage 546
Monitoring of electronic communications 546
E-mail management 551
Hacking 557
'Phishing' 559
Denial-of-service attacks 560
Secure e-commerce transactions 560
Approaches to developing secure systems 561
Current approaches to e-commerce security 562
Reassuring the customer 564
Case Study 11.2 Building an e-business fortress 564
Summary 565
Exercises 566
References 567
Further reading 568
Web links 569
12 Implementation and maintenance 570
Learning outcomes I Management issues 570
Links to other chapters 570
Introduction 571
Alternatives for acquiring e-business systems 572
Development of web-based content and services 574
CONTENTS
Creating static web content 574
Focus on HTML 575
Focus on developing dynamic web content 586
JavaScript 587
VBScript 590
Perl 591
Active server pages (ASPs) 591
.NET 591
Common Gateway Interface (CGI) 591
Other standards for dynamic content 592
Tools for web-site development and testing 593
Testing 596
The testing process 596
Testing environments 597
Changeover 597
Database creation and data migration 598
Deployment planning 599
Content management and maintenance 599
Frequency and scope of content updating 599
Maintenance process and responsibilities 601
Focus on measuring and improving performance of
e-business systems 605
Principles of performance management and
improvement 606
Stage 1: Creating a performance management
system 607
Stage 2: Defining the performance metrics framework 609
Stage 3: Tools and techniques for collecting
metrics and summarizing results 612
Budgeting 619
Case Study 12.1 Learning from Amazon's culture
of metrics 622
Summary 627
Exercises 628
References 629
Further reading 630
Web links 630
Glossary 631
Index 649 |
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| dewey-full | 658.8/72 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/72 |
| dewey-search | 658.8/72 |
| dewey-sort | 3658.8 272 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Informatik Wirtschaftswissenschaften |
| discipline_str_mv | Informatik Wirtschaftswissenschaften |
| edition | 3. ed. |
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| indexdate | 2024-07-09T21:14:03Z |
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| title | E-business and e-commerce management strategy, implementation and practice |
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| title_full | E-business and e-commerce management strategy, implementation and practice Dave Chaffey |
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| title_full_unstemmed | E-business and e-commerce management strategy, implementation and practice Dave Chaffey |
| title_short | E-business and e-commerce management |
| title_sort | e business and e commerce management strategy implementation and practice |
| title_sub | strategy, implementation and practice |
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| topic_facet | Unternehmen Business enterprises Computer networks Electronic commerce Electronic Commerce Management |
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