Sunday, 22 September 2013

Chapter 19

OUTSOURCING PROJECTS

Ø  Insourcing (in-house-development) – A common approach using the professional expertise within an organization to develop and maintain the organization’s information technology systems

Ø  Outsourcing – An arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house
Ø  Onshore outsourcing – engaging another company within the same country for services
Ø  Near shore outsourcing – contracting an outsourcing arrangement with a company in a nearby country
Ø  Offshore outsourcing – using organizations from developing countries to write code and develop systems
Ø  Big selling point for offshore outsourcing “inexpensive good work”
Ø  Factors driving outsourcing growth include;
§  Core competencies
§  Financial savings
§  Rapid growth
§  Industry changes
§  The Internet
§  Globalization
Ø  According to PricewaterhouseCoopers “Businesses that outsource are growing faster, larger and more profitable than those that do not”
Ø  Most organizations outsource their noncore business functions, such as payroll and IT
OUTSOURCING BENEFITS

Ø  Outsourcing benefits include;
§  Increased quality and efficiency
§  Reduced operating expenses
§  Outsourcing non-core processes
§  Reduced exposure to risk
§  Economies of scale, expertise and best practices
§  Access to advanced technologies
§  Increased flexibility
§  Avoid costly outlay of capital funds
§  Reduced headcount and associated overhead expense
§  Reduced time to market for products or services
OUTSOURCING CHALLENGES

Ø  Outsourcing challenges include;
§  Contract length
1.       Difficulties in getting out of a contract
2.       Problems in foreseeing future needs
3.       Problems in reforming an internal IT department after the contract is finished
§  Competitive edge
§  Confidentiality
§  Scope definition

Chapter 15 Creating Collaborative partnership

WEB 2.0: ADVANTAGES OF BUSINESS 2.0
The next generation of Internet use – more mature, distinctive communications platform characterized by new qualities such as collaboration, sharing and free. Business 2.0 encourages user participation and the formation of communities that contribute to the content. In Business 2.0, technical skills are no longer required to use and publish information to the World Wide Web, eliminating entry barriers for online business.

CONTENT SHARING THROUGH OPEN SOURCING
Open system consist of nonproprietary hardware and software based on publicly known standards that allow third parties to create add-on-products to plug into or interoperate with the system. Source code contains instructions written by a programmer specifying the actions to be performed by computer software. Open source refers to any software whose source code is made available free (not on a fee or licensing basis as in business) for any third party to review and modify.

USER-CONTRIBUTED CONTENT
User-contributed content is created and updated by many users for many users. Websites move control of online media from the hands of leaders to the hands of users. One of the most popular forms of user-generated content is a reputation system,where buyers post feedback on sellers.

COLLABORATION INSIDE THE ORGANIZATION
Collaboration system is a set of tools that supports the work of teams or groups by facilitating the sharing and flow of information. Business 2.0’s collaborative mind-set generates more information faster from a wider audience. Collective intelligence is collaborating and tapping into the core knowledge of all employees, partners, and customers. Knowledge can be real competitive advantage for an organization.Knowledge Management System (KMS) supports the capturing, organization and dissemination of knowledge throughout an organization. KMS can distribute an organization’s knowledge base by interconnecting people and digitally gathering the expertise.

Explicit and Tacit Knowledge
Explicit knowledge consists of anything that can be documented, archived, and codified, often with the help of IT. Examples of explicit knowledge are assets such as parents, trademarks, business plans, marketing research, and customer lists. Tacit knowledge is the knowledge contained in people’s heads. The challenge inherent in tacit knowledge is figuring out how to recognize, generate, share, and manage knowledge that resides in people’s heads. Related technologies can help facilitate the dissemination of tacit knowledge, identifying it in the first place can be major obstacle.

COLLABORATION OUTSIDE THE ORGANIZATION
Crowdsourcing, which refers to the wisdom of the crowd. The idea that collective intelligence is greater than the sum of its individual parts has been around for a long time. With Business 2.0 the ability to efficiently tap into its power is emerging. For many years organizations believed that good ideas came from the top. Traditional e-business communications were limited to face to face conversations and one-way technologies that used asynchronous communications, or communication such as email in which the message and the response do not occur at the same time. Business 2.0 brought synchronous communication, or communications that occur at the same time such as IM or chat.
NETWORKING COMMUNITIES WITH BUSINESS 2.0
Social media refers to websites that rely on user participation and user-contributed content such as Facebook, Youtube, and Digg. A social network is an application that connects people by matching profile information. Social networking is the practice of expanding your business and/or social contacts by constructing a personal network. Social networking provides two basic functions. The first is the ability to create and maintain a profile that serves as an online identity within the environment. The second is the ability to create connections between other people within network. Social networking analysis (SNA) maps group contacts identifying who knows each other and who works together. It can also identify key experts with a specific knowledge such as how to solve a complicated programming problem or launch a new product.

Social Tagging
Describes the collaborative activity of marking shared online content with keywords or tags as a way to organize it for future navigation, filtering, or search. The entire user community is invited to tag, and thus essentially defines, the content. Folksonomy is similar to taxonomy except that crowdsourcing determines the tags or keyword-based classification system. Using the collective power of a community to identify and classify content significantly lowers content categorization costs, because there is no complicated nomenclature to learn. A website bookmark is a locally stored URL or the address of a file or Internet page saved as a shortcut. Social bookmarking allows users to share, organize, search, and manage bookmarks.

BUSINESS 2.0 TOOLS FOR COLLABORATING
Blogs
A blog, or web blog, is an online journal that allows users to post their own comments, graphics, and video. Unlike traditional HTML web pages, blog websites let writers communicate-and readers respond-on a regular basis through a simple yet customizable interface that does not require any programming. Blogs are no different from marketing channels such as video, print, audio, or presentations.

Microblogs
Microblogging is the practice of sending brief posts to a personal blog, either publicly or to a private group of subscribers who can read posts as IMs or a text messages. The main advantage of microblogging is that posts can be submitted by a variety of means, such as instant messaging, email, or the web.

Real Simple Syndication (RSS)
Is web format used to publish frequently updated works, such as blogs, news headlines, audio, and video, in a standardized format. An RSS document or feed includes full or summarized text, plus other information such as publication date and authorship.

Wikis
wiki (the word is Hawaiian for quick) is a type of collaborative web page that allows users to add, remove and change content, which can be easily organized or reorganized as required. While blogs have largely drawn on the creative and personal goals of individual authors, wikis are based on open collaboration with any and everybody. Wikipedia, the open encyclopedia that launched in 2001, has become one of the most 10 most popular web destinations, reaching an estimated 217 million unique visitors a month. The network effect describes how products in an network increase in value to users as the number of users increases.

Mashups
mashup is a website or web application that uses content from more than one source to create a completely new product or service. The term is typically used in the context of music. The web version of a mashup allows users to mix map data, photos, video, news feeds, blog entries, and so on to create content with a new purpose. Content used in mashup is typically sourced from an application programming interface (API), which is a set of routines, protocols, and tools for building software applications. A programmer then puts these building blocks together.

THE CHALLENGES OF BUSINESS 2.0
Technology Dependence
These days, many people search the information through Internet. Without the Internet, they will find it is difficult to search the information.

Information Vandalism
Allowing anyone to edit anything opens the door for individuals to purposely damage, destroy, or vandalize website content.

Violations of Copyright and Plagiarism
A great deal of copyrighted material tends to find its ways to blogs and wikis where many times blame cannot be traced to a single person

WEB 3.0: DEFINING THE NEXT GENERATION OF ONLINE BUSINESS OPPORTUNITIES
Based on intelligent web applications using natural language processing, machine-based learning and reasoning, and intelligent applications. Web 3.0 is the next step in the evolution of the Internet and web applications. Business leaders who explore its opportunities will be the first to market with competitive advantages. Although Web 3.0 is still a bit speculative, some topics and features are certain to be included in it, such as integration of legacy devices, intelligent applications, open ID, a worldwide database and open technologies.

E-GOVERNMENT: THE GOVERNMENT MOVES ONLINE
Involves the use of strategies and technologies to transform governments by improving the delivery of services and enhancing the quality of interaction between the citizen-customer and all branches of government.

MBUSINESS: SUPPORTING ANYWHERE BUSINESS

The ability to purchase goods and services through a wireless Internet-enable device. The emerging technology behind m-business is a mobile device equipped with a web-ready micro-browser that can perform the services. 

Chapter 14 Ebusiness

E BUSINESS

Ø  The internet is a powerful channel that presents new opportunities for organization to;
§  Touch customers
§  Enrich products and services with information
§  Reduce costs
Ø  How do ecommerce and e business differ?
§  Ecommerce – the buying and selling of goods and services over the internet

§  E business – the conducting of business on the internet including, not only buying and selling, but also serving customers and collaborating with business partners 
Ø  Industries Using E business

E BUSINESS MODELS

E business model – An approach to conducting electronic business on the Internet 

Business-to-Business (B2B)

Electronic marketplace (E market place) – interactive business communities providing a central market where multiple buyers and sellers can engage in e business activities. 

Business-to-Consumer (B2C)

Ø  Common B2C e business models include;
§  E shop – A version of retail store where customers can shop at any hour of the day without leaving their home or office
§  E mall – consists of a number of e shops; it serves as a gateway through which a visitor can access other e shops
Ø  Business types;
§  Brick-and-mortar business
§  Pure-play business
§  Click-and-mortar business
Consumer-to-Business (C2B)

Ø  Priceline.com is an example of a C2B e business model
Ø  The demand for C2B e business will increase over the next few years due to customer’s desire for greater convenience and lower prices
Consumer-to-Consumer (C2C)

Ø  Online auctions
§  Electronic auction (E auction) – Sellers and buyers solicit consecutive bids from each other and prices are determined dynamically
§  Forward auction – Sellers use as a selling channel to many buyers and the highest bid wins
§  Reverse auction – Buyers use to purchase a product or service, selecting the seller with the lowest bid
Ø  C2C communities include;
§  Communities of interest – People interact with each other on specific topics, such as golfing and stamps collecting
§  Communities of relations – People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts
§  Communities of fantasy – People participate in imaginary environments, such as fantasy football teams and playing one-to-one with Michael Jordan
EBUSINESS BENEFITS AND CHALLENGES
Ø  E business benefits include;
§  Highly accessible
§  Increased customer loyalty
§  Improved information content
§  Increased convenience
§  Increased global reach
§  Decreased cost
Ø  E business challenges include;
§  Protecting consumers
§  Leveraging existing systems
§  Increased liability
§  Providing security
§  Adhering to taxation rules
Ø  There are numerous advantages and limitations in e business revenue models including;
§  Transaction fees
§  License fees
§  Subscription fees
§  Value-added fees
§  Advertising fees
MASHUPS
Ø  Web mash up – A Web site or Web application that uses content from more than one source to create a completely new services
§  Application programming interface (API) – A set of routines, protocols, and tools for building software applications
Mash up editor – WSYIWYGs (What You See Is What You Get) for mash ups

Chapter 12 Enterprise Resources Planning

Enterprise Resource Planning (ERP)-It serves as the organization’s backbone in providing fundamental decision making support.

-It enables people in different business areas to communicate. 

-ERP system helps an organization to obtain operational efficiencies, lower costs, improve supplier and customer relations, and increase revenues and market share.

-The heart of an ERP system is a central database that collects information from and feeds information into all the ERP system’s individual application components (called modules), supporting diverse business function such as accounting, manufacturing, marketing, and human resources. 

-ERP automates business processes such as order fulfillment- taking an order from a customer, shipping the purchase, and then billing for it.
ERP Integration Data Flow 
ERP Process Flow
Bringing the Organization Together 

-ERP enables employees across the organization to share information across a single, centralized database.

-With extended portal capabilities, an organization can also involve its suppliers and customers to participate in the workflow process, allowing ERP to penetrate the entire value chain, and help the organization achieve greater operational efficiency.


Organization before ERP 
ERP- Bringing the Organization Together 


The Evolution of ERP 

-Although ERP solutions were developed to deliver automation across multiple units of an organization, to help facilitate the manufacturing process and address issues such as raw materials, inventory, order entry, and distribution, ERP was unable to extend to other functional areas of the company such as sales, marketing, and shipping. 

-It could not tie to any CRM capabilities that would allow organizations to capture customer-specific information, nor did it work with websites or portals used for customer service or order fulfillment.


Integrating SCM, CRM, and ERP

Integration of SCM, CRM, and ERP is the key to success for many companies. Integration allows the unlocking of information to make it available to any user, anywhere, anytime. 2 main competitors in ERP market:
1. Oracle 
2. Sap


Primary Users and Business Benefits of Strategic Initiatives.
Integration Tools


-An integrated enterprise infuses support areas, such as finance and human resources, with a strong customer orientation. 

-Integration are achieved using: * Middleware- several different types of software that sit in the middle of and provide 
connectivity between two or more software applications. It translates information between 
disparate systems.
* Enterprise application integration (EAI) middleware- represents a new approach to middleware 
by packaging together commonly used functionality, such as providing prebuilt links to popular 
enterprise applications, which reduces the time necessary to develop solutions that integrate 
applications from multiple vendors.


Integration between SCM, CRM, and ERP Applications

-Companies run on independent applications, such as SCM, CRM, and ERP. If one application performs poorly, the entire customer value delivery system is affected.


Enterprise Resource Planning’s Explosive Growth:
Reasons of ERP being proven to be such a powerful force:



-ERP is a logical solution to the mess of incompatible applications that had sprung up in most businesses. 
-ERP addresses the need for global information sharing and reporting.
-ERP is used to avoid the pain and expense of fixing legacy systems


 To qualify as a true ERP solution, the system not only must integrate various organization processes, but also must be:


-Flexible- an ERP system should be flexible in order to respond to the changing needs of an enterprise. 

-Modular and open- an ERP system has to have open system architecture, meaning that any module can be interfaced with or detached whenever required without affecting the other modules. The system should support multiple hardware platforms for organizations that have a heterogeneous collection of systems. It must also support third- party add-on components. 

-Comprehensive- an ERP system should be able to support a variety of organizational functions and must be suitable for a wide range of business organizations. 

-Beyond the company- an ERP system must not be confined to organizational boundaries but rather support online connectivity to business partners or customers.

-Everyone involved in sourcing, producing, delivering the company’s product works with the same information, which eliminates redundancies, cuts wasted time, and removes misinformation.

Chapter 11 Customer Relationship Management

Customer Relationship Management (CRM)
CRM is a business philosophy based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.
- A customer strategy starts with understanding who the company's customers are and how the company can meet strategic goals.
- As the business world increasingly shifts from product focus to customer focus, most organizations recognize the treating existing customers well is the best source of profitable and sustainable revenue growth in the age of e-business, however, an organization is challenged more than ever before to truly satisfy its customers.
Recently, Frequency, and Monetary Value
An organization can find its most valuable customers by using a formula that industry insiders call RFM-recency, frequency, and monetary value. In other words, an organization must track:
- How recently a customer purchased items (recently)
- How frequently a customer purchases an item (frequently
How much a customer spends on each purchase (monetary value)
The evolution of CRM
Knowing the customer, especially knowing the profitability of individual customers, is highly lucrative in the financial service industry.
There are three phases in the evolution of CRM:
1.                               CRM Reporting technology help organizations identify their customers across other applicants
2.                               CRM analysis technology helps organizations segment their customers into categories such as best and worst customers.
3.                               CRM predicts technological help organizations make predictions regarding customer behavior such as which customers are at risk of leaving.
The Ugly Side of CRM: Why CRM Matters More Now than Ever Before
Now companies have no choice as the power of the customer grows exponentially as the internet grows. In every case, customers have become an integral part of the action as a member of the aggregated, interactive, self-organizing, auto-entertaining audience on businesses. However, this should no be a surprise, since it was the customers crazy passion and hobbies and obsessions-that build up the web in the first place.
Customer Relationship Management's Explosive Growth
When customers buy on Internet, they see, and they steer, entire value chains.
- Customer web interaction become conversations, interactive dialogs with shared knowledge, not just business transaction. Web- based customer care can actually become the focal point of customer relationship management and provide breakthrough benefits for both the enterprise and its customers, substantially reducing costs while improving service.
- Current users allow allocating 20 percent of their IT budget to CRM solutions.
Using Analytical CRM to Enhance Decisions
The two components of a CRM strategy are:
Operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.
Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.
The primary difference between operational CRM and analytical CRM in the direct interaction between the organization and its customers.
-Personalization occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person. Many organizations are now utilizing CRM to create customer rules and templates that marketers can use to personalize customer messages.
Customer Relationship Management Success Factor
CRM solutions make organizational business processes more intelligent. This is achieved by understanding customer behavior and preferences, then realigning product and service offering and related communications to make sure they are synchronized with customer needs and preferences. If an organization is implementing a CRM system, it should study the industry best practices to help ensure a successful implementation.

Using he analytical capabilities of CRM can help a company Anticipate customer need and proactively serve customers in way that build relationship, create loyalty, and enhance bottom lines.

Chapter 10 Supply Chain Management

BASICS OF SUPPLY CHAIN
SCM – the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability
The supply chain has three main links.
1.       Materials flows from suppliers and their upstream suppliers at all levels
2.       Transformation of materials into semi-finished products, or the organization’s own production processes

3.       Distribution of products to customers and their downstream customers at all levels
INFORMATION TECHNOLOGY’S ROLE IN THE SUPPLY CHAIN
 Information technology’s primary role in SCM is creating the integrations or tight process and information linkages between functions within a firm such as marketing, sales, finance, manufacturing, and distribution – and between firms, which allow the smooth, synchronized flow of both information and product between customers, suppliers and transportation providers across the supply chain
VISIBILITY

·         Supply Chain Visibility is the ability to view all areas up and down the supply chain. Changing supply chains requires a comprehensive strategy buoyed by information technology. Organizations can use technology tools that help them integrate upstream and downstream, with both customers and suppliers.
·         The bullwhip effect occurs when distorted product demand information passes from one entity to the next throughout the supply chain.

CUSTOMER BEHAVIOR

·         The behavior of customers has changed the way businesses complete. Customers will leave if a company does not continually meet their expectations. They are more demanding because they have information readily available, they know exactly what they want, and they know when and how they want it.
·         Demand planning software generates demand forecasts using statistical tools and forecasting techniques. Companies can respond faster and more effectively to consumer demands through supply chain enhancements such as demand planning software.
·         Once an organization understands customer demand and its effect on the supply chain it can begin to estimate the impact that its supply chain will have on its customers and ultimately the organization’s performance.
  
COMPETITION

·         Supply chain planning (SCP) software uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory. SCP depends entirely on information for its accuracy.
·         Supply chain execution (SCE) software automates the different steps and stages of the supply chain. This could be as simple as electronically routing orders from a manufacturer to a supplier.

SPEED

·         These systems raise the accuracy, frequency and speed of communication between suppliers and customers, as well as between internal users.
Another aspect of speed is the company’s ability to satisfy continually changing customer requirements efficiently, accurately and quickly

SUPPLY CHAIN MANAGEMENT SUCCESS FACTORS

·         To succeed in today’s competitive markets, companies must align their supply chain with the demands of the markets they serve.
·         Supply chain performance is now a distinct competitive advantage for companies proficient in the SCM area.

MAKE THE SALE TO SUPPLIERS

The hardest part of any SCM system is its complexity because a large part of the system extends beyond the company’s walls. Not only will the people in the organization need to change the way they work, but also the people from each supplier that is added to the network must change. Be sure suppliers are on board with the benefits that the SCM system will provide.

WEAN EMPLOYEES OFF TRADITIONAL BUSINESS PRACTICES

Operations people typically deal with phone calls, faxes and orders scrawled on paper and will most likely want to keep it that way. Unfortunately, an organization cannot disconnect the telephones and fax machines just because it is implementing a supply chain management system. If the organization cannot convince people that using the software will be worth their time, they will easily find ways to work around it, which will quickly decrease the changes of success for the SCM system.
ENSURE THE SCM SYSTEM SUPPORTS THE ORGANIZATION GOALS

It is important to select SCM software that gives organizations an advantage in the areas most crucial to their business success. If the organizational goals support highly efficient strategies, be sure the supply chain design has the same goals.

DEPLOY IN INCREMENTAL PHASE AND MEASURE AND COMMUNICATE SUCCESS

Design the development of the SCM system in incremental phases. For instance, instead of installing a complete supply chain management system across the company and all suppliers at once, start by getting it working with a few key suppliers, and then move on to the other suppliers. Along the way, make sure each step is adding value through improvements in the supply chain’s performance. While a big-picture perspective is vital to SCM success, the incremental approach means the SCM system should be implemented in digestible bites and also measured for success one step at a time.

BE FUTURE ORIENTED

The supply chain design must anticipate the future state of the business. Because the SCM system likely will last for many more years than originally planned, managers need to explore how flexible the systems will be when (not if) changes are required in the future. The key is to be certain that the software will meet future needs, not only current needs.