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1-2 Framework for e-Commerce McGraw-Hill/Irwin Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.

1-3 Key questions covered in this chapter What are the categories of e-commerce? What are the new views of strategy in the networked-economy? What is the framework for the field of e- commerce? Why does a senior manager need to know all four infrastructures? What are the roles and responsibilities of senior e-commerce managers? What key challenges do senior leaders face today?

1-4 e-Commerce as the Networked Economy Networked economy business traits can be summarized as: 1.Create value largely through gathering, synthesizing and distribution of information 2.Formulate strategies that make management of the enterprise and technology convergent 3.Compete in real time rather than in “cycle time” 4.Operate in a world characterized by low barriers to entry, near-zero variable costs of operation and shifting competition 5.Organize resources around the order side rather than supply side 6.Manage better relationships with customers through technology

1-5 Exchange of digitized info, Between: – Technology- enabled – Technology referee – Parties meet virtually & not physically Includes (Intra Org. & inter Org. ) organizational activities Technology-mediated exchanges between parties as well as electronically-based intra- or inter-organizational activities that facilitate such exchanges How Do We Define e-Commerce?

1-6 Exhibit 1.1: Four Categories of e-Commerce Business originating from… BusinessConsumers And Selling to… Consumers Business B2B B2CP2P C2B

1-7 Distinct Categories of e-Commerce Business to Business (B2B) – refers to the full spectrum of e-commerce that can occur between two organizations. – This includes purchasing and procurement, supplier management, inventory management, channel management, sales activities, payment management &service and support. – Examples: FreeMarkets, Dell and General Electric Business to Consumer (B2C) – refers to exchanges between business and consumers, like the ones managed by Amazon Yahoo and Charles Schwab & Co. – The activities tracked are consumer search, frequently asked questions and service and support.

1-8 Distinct Categories of e-Commerce (cont’d) Peer to Peer (C2C) – exchanges involve transactions between and among consumers. – These can include third party involvement, as in the case of the auction website Ebay. – Examples: Owners.com, Craiglist, Monster Consumer to Business (C2B) – involves when consumers band together to present themselves as a buyer in group. – Example:

1-9 Exhibit 1.2: Union of e-Commerce Categories Business originating from… BusinessConsumers And Selling to… Consumers Business Publishers order paper supplies from paper companies Amazon orders from publishers Consumers aggregate to bulk purchase from Amazon Consumers resell copies on eBay Consumers buy thousands of Harry Potter books from Amazon

1-10 Strategy Making in “a Quickly Changing Environment” Called “Classical Strategic planning” This begins with the specification of the mission or vision of the firm. –Mission specifies why an organization exists with a particular focus on customer benefits provision A careful balance of internal and external analysis leads to a choice of strategy for the company as a whole called “corporate strategy”. Strategies that relate to specific divisions within a company are termed as “business-unit strategies”. How can a company faced with the changing online environment set a strategy?

1-11 Exhibit 1.3: Classic Framework for Strategy Management Mission Goals Implementation Control and Monitoring Strategy Formulation Business concept Business-unit Functional Operating External Analysis (Regulation, stockholder) Internal (Company) Analysis (financial or customer oriented goals)

1-12 New Views of e-Commerce Strategy 1.The speed of change is fast in online case 2.Therefore, speed of change and adaptation have an impact and effects the classical strategic management equation. 3. Sense and respond paradigm: Focus on the quickness of the firm in the face of rapid change

1-13 New Views of e-Commerce Strategy (cont’d) 4. Important as – Provides an approach to strategic thinking that was intuitive, actionable and easy to implement. – Make companies focus on listening in a new manner to customers to reduce the high levels of uncertainty. 5. Drawbacks: – Its very reactive and the starting point is always the customer. – This is more appropriate for traditional offline companies defending themselves against online ones.

1-14 New Views of e-Commerce Strategy (cont’d) 6. Strategy as rules: – Focus on “simple rules” rather than complex strategic planning exercises.  “Simple rules” help the senior e-commerce manager recognize positive or negative situations and answer accordingly.

1-15 What are The Approaches to Strategy ? Position approach: “Where should we be vs. our competition?” Resources approach: “what resources should we possess?” Simple rules approach: “What processes should we follow?”

1-16 Exhibit 1.4:Three Approaches to Strategy PositionResources Simple Rules Strategic Logic Strategic Steps Strategic Question Source of Advantage Works Best In Duration of Advantage Risk Performance Goal Establish position Leverage resources Pursue opportunities Identify an attractive market Locate a defensible position Fortify and defend Establish a vision Build resources Leverage across markets Jump into the confusion Keep moving Seize opportunities Finish strong Where should we be? What should we be? How should we proceed? Unique, valuable position with tightly integrated activity system Unique, valuable, inimitable resources Key processes and unique simple rules Slowly changing, well- structured markets Moderately changing, well structured markets Sustained It will be too difficult to alter position as conditions change Sustained Unpredictable Company will be too slow to build new resources as conditions change Managers will be too tentative in executing on promising opportunities Profitability Long-term dominance Growth Rapidly changing, ambiguous markets

1-17 What are factors of Consumer Behavior in the Online Environment ? 2 key factors that are of paramount importance in the online environment are: 1.Customization: refers to the personalization of communications between users and a website. 2.Interactivity: is defined as the user’s ability to conduct two-way communications. includes use to user and firm to user communication.

1-18 Case Study :Airline Web Interactivity and customization factors

1-19 The Process of developing Strategy Internet forces companies to react more quickly with limited forethought “Henry Mintzberg” noted – A firm first sets out its intended strategy hopping for achievement, then a series of developments occurs that give rise to unplanned or emergent strategies – emergent strategies are the unplanned responses to the unseen changes Sense & respond strategy is directed by senior manager while emergent strategies often comes from executives

1-20 Exhibit 1.5: A Comprehensive Framework Media Infrastructure e-Commerce Strategy Public Policy Technology Infrastructure Capital Infrastructure

1-21 What are the Strategy Formulation Process ? And Draw ? There are six interrelated, sequential decisions to strategy: 1.Framing the Market Opportunity 2.Business Model 3.Customer Interface 4.Market Communication and Branding 5.Implementation 6.Metrics

1-22 Exhibit 1.6: e-Commerce Strategy Framing the Market Opportunity Business Model Customer Interface Market Communication and Branding Implementation Metrics

1-23 The Context of Strategy Formulation: The Four Infrastructures 1. Technology infrastructure: – is both an enabler and driver of change. – Half of the technology equation is provided by Hardware backbone of computers, routers, servers, fiber optics, cables, modems, etc. – Other half includes the software and communication standards including the core protocols for the www. 2. Capital Infrastructure: – Deals with getting the money to launch new businesses and – finding the right people to build the business plan and seek funding sources.

1-24 The Context of Strategy Formulation: The Four Infrastructures (cont’d) 3. Media infrastructure: – E-commerce managers must make choices about the types of media employed (e.g., print, audio, video), the nature of the media and editorial policy (including style, content, look and feel). 4. Public Policy Infrastructure: – All the decisions related to strategy, technology, capital and media are influenced by laws and regulation, i.e., public policy decisions. – It not only affects specific business but also direct and indirect competitors.

1-25 The Context of Strategy Formulation: The Four Infrastructures Technology infrastructure Capital Infrastructure Media infrastructure Public Policy Infrastructure