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E-Business: Vision and Strategy E-business: a vision and strategy for the University of Minnesota Robert B. Kvavik Associate Vice President EDUCAUSE Nashville,

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Presentation on theme: "E-Business: Vision and Strategy E-business: a vision and strategy for the University of Minnesota Robert B. Kvavik Associate Vice President EDUCAUSE Nashville,"— Presentation transcript:

1 E-Business: Vision and Strategy E-business: a vision and strategy for the University of Minnesota Robert B. Kvavik Associate Vice President EDUCAUSE Nashville, TN October 12, 2000

2 E-Business: Vision and Strategy E-business is first and foremost about improving service to ensure enduring relationships with clients

3 E-Business: Vision and Strategy E-business is about community building, and especially the development and nurturing of learning communities

4 E-Business: Vision and Strategy E-business affords us the opportunity to transform key business processes through the use of Internet technologies to improve service to customers

5 E-Business: Vision and Strategy E-business: What does it do? Streamline info flow, no “middleman” Distribute content information and communications: – Web searching, news, reference tools, digitized library materials, and chat groups Education and training: – Technology enhanced learning (TEL), video streaming, course delivery to distant locations

6 E-Business: Vision and Strategy E-business: What does it do? Provide staff and student services via the Web Create a common portal which provides referrals and dynamic links to other ISPs Pulls it together as a one-stop service

7 E-Business: Vision and Strategy What does it do? (con’t.) Convenient: linked transactions, automation, and self-help Customized: meets individual service needs Secure: electronic authentication Markets: selling and buying of goods and services

8 E-Business: Vision and Strategy What does it do? (con’t.) Global reach: markets for distance education Build relationships: promotes brand awareness and loyalty Manage relationships and activities Redefine business relationships Manage risk and compliance

9 E-Business: Vision and Strategy Implementing e-business at the University The virtual university and process redesign

10 E-Business: Vision and Strategy Vertical integration vs. cross-departmental Hierarchical and silo structures of university service units Specialists versus generalists Producer-centric or customer-centric The challenges

11 E-Business: Vision and Strategy Auto Transaction Auto Transaction Self Help Self Help Generalist Generalist Specialist Specialist Old Process New Process

12 E-Business: Vision and Strategy The challenges (con’t.) Private virtual universities Ownership of intellectual materials Short time frame – Supply chains can be forged quickly through desktop computers – The life cycle of many products is short

13 E-Business: Vision and Strategy Customized information for producers and customers Information-based products are scalable. – Each item that you sell costs no more than the last one you delivered (syndication) – The first business unit to capture a percentage of the market locks in the standard and a majority of the business The benefits

14 E-Business: Vision and Strategy How do we proceed? The Phases: Using the web to acquire or provide information online Integration of internal services Transformation, integration of outside services Enterprise-wide efficiencies for suppliers and customers

15 E-Business: Vision and Strategy How do we proceed? Web page phases: By institutional organization By client By client and context Customized for each individual Portal strategy

16 E-Business: Vision and Strategy The U of M One Stop:

17 E-Business: Vision and Strategy

18 Research QuickStart and QuickStudy

19 E-Business: Vision and Strategy My One Stop

20 E-Business: Vision and Strategy 'Click' here for Address File for the list 'Click' here for Registration Summary 'Click' here for policy on student records privacy 'Click' here to send to student 'Click' here to save report to your desktop David Deanna Jonathan Matthew Timothy Pamela Janelle Paul Shandy Scott David Rachel Thomas Brian Bruce Amber Kristin

21 E-Business: Vision and Strategy Who will be affected first? Service units acting as intermediaries Client management units Auxiliaries

22 E-Business: Vision and Strategy E-business service models Supplier-centric – Customers can view course availability and fees, register, check delivery dates User-centric or self-service applications – Online account inquiry and maintenance, employee benefits management, purchasing/expense reporting, bill presentment and settlement, degree auditing

23 E-Business: Vision and Strategy E-business service models Business transplants Advertising-based e-business Auctions Customer and case management Infomediaries sell information about a market and create a platform on which buyers and sellers can do business

24 E-Business: Vision and Strategy E-Business models CommerceOne FormsNirvana Grants Management TechMart QuickStudy/ QuickStart Web Registration Portfolio My One Stop Used Book Exchange Classified Ads (coming) BusinessCustomer Business Customer From To

25 E-Business: Vision and Strategy E-business in education E-business adds value to established and linked educational processes

26 E-Business: Vision and Strategy E-business adds value: the teaching process Curriculum development (programming) Content development (production) Learner delivery (delivery) Learner acquisition, assessment, articulation Credentialing

27 E-Business: Vision and Strategy E-business adds value: recruitment & enrollment Marketing (providing information to prospective students) Admissions (qualifying and selecting students) Enrollment services (registration, billing, financial aid)

28 E-Business: Vision and Strategy E-business adds value: Student support Academic support (advising and tutoring) Student services (placement, counseling, information technology help) Credentializing (grades, degrees, certificates, transcripts)

29 E-Business: Vision and Strategy Portal capacities Transactions Planning Performance assessment Marketing

30 E-Business: Vision and Strategy Trends and issues

31 E-Business: Vision and Strategy Risk management issues Self certification Authentication processes (security, digital signatures, unauthorized access) Greater access to data, privacy issues Local decision-making and accountability

32 E-Business: Vision and Strategy Risk management issues Denial of access/repudiation of service Copyright, patent, and trademark infringements Legal and regulatory issues (taxes, regulated products, freedom of speech, illegal activities)

33 E-Business: Vision and Strategy Organizational issues Organizational structures do not align with functions (e.g., e-business, classrooms) Organizations must be flatter, less hierarchical, broader in function, with greater control of resources

34 E-Business: Vision and Strategy Personnel Issues New skills/talents: – Analytic ability, creativity, and familiarity with new technologies Broad-banding: – Flexibility in jobs, need for generalists

35 E-Business: Vision and Strategy Personnel Issues (con’t.) New divisions of labor: – Automation, paperless transactions, one-stop and self service shift focus to the customer More generalists and fewer specialists: – Staff as facilitators, navigators in an info-rich environment

36 E-Business: Vision and Strategy Measures and outcomes How will we know if we have been successful?

37 E-Business: Vision and Strategy Measures and outcomes The percentage of clients using self service functions: – 80% of all admission applications done electronically – 100% of all purchases done electronically – 75 % of all university services can be provided through one-stop Web-enabled centers

38 E-Business: Vision and Strategy Measures and outcomes (con’t.) Percentage of employees in broad- band categories Transaction time to completion Absence of intermediary services and shadow systems Customer satisfaction surveys reflect highly satisfied, successful customers

39 E-Business: Vision and Strategy Measures and outcomes (con’t.) More processes integrated and online Transaction costs among lowest in nation for higher education No silos Employee satisfaction Cost of ownership Standards of customer service

40 E-Business: Vision and Strategy Thank you for your attention Questions?


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