Transcript relationships with customers

eHospitalityAsia, Inc.
About the Class
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About Myself
Syllabus
LEARN & SHARE
Don’t Bring to Class, Please – ego
Administration of Class
Get to know you and get to know me
eHospitalityAsia, Inc.
Course Outline
• What is Electronic Commerce (EC)?
– Now and Then
– Driving Forces
– What is?
• Why EC?
– In the Eyes of Consumers
– In the Eyes of Businesses
– In the Eyes of Governments
eHospitalityAsia, Inc.
Outline
• How to EC?
– Models
– Organization Infrastructure
– Information & Internet Technology
• Social and Ethnical Considerations
– Legally Speaking
– Governments
• Future
– Where is IT Heading?
– What Others Are Saying?
eHospitalityAsia, Inc.
Back
Office
• Peanuts
• Garfield
• Batman
• Superman
Front
Office
Doing Business is Simple
eHospitalityAsia, Inc.
Back
Office
• Peanuts
• Garfield
• Batman
• Superman
Front
Office
Doing e-Business is ??
Mom-&-Pop Shop?
Established Chain, e.g., B&N
eHospitalityAsia, Inc.
Electronic Commerce
Everybody is talking about it:
SCMP/Technology Post: November 23, 1999 (Tuesday)
• e-Commerce revenues
– 2,182 millions : 1999
– 5,543 : 2000; 87,467 : 2004 (International Data Corp.)
• “Hong Kong-based Champion Technology is developing an electronic
mall it hopes will attract retail tenants and evolve into one of the
region’s main Web sites for cyber-shopping.”
• “…e-Business is forming new business dynamics. The structure of
companies is becoming more virtual. It’s either you go e-business or
you go out of business.” Raymond Lane, president of Oracle.
eHospitalityAsia, Inc.
Electronic Commerce
• “This is no longer a push economy where we send out the salespeople
to push ideas to customers. It’s a pull economy where we allow our
customers to interface with the supply chain, where the customer is
king, where our business is totally transparent to the customer.” Lane.
• “Don’t you get it? Internet access device is a network computer. Cell
phone with a browser is a network computer. They are the same thing.
They are all appliances to access the network, windows to the Internet.
We saw it five years ago.” Larry Ellison, CEO, Oracle.
• “The world is moving towards a broadband and networked
environment. Digital content is what will drvie people to the network,
and new digital hardware will enable consumers to manipulate it.”
Nobuyuki Idei, President and CEO, Sony
eHospitalityAsia, Inc.
Comdex, Las Vegas
Page 6:
E-commerce merchants need to improve their operations and especially their
relationships with customers, …
E-commerce roadblocks include lack of high-speed connections and compelling
on-line applications, security concerns and bad Internet experiences…John
Chambers, president and CEO, Cisco
Last year, many commerce sites were not equipped to handle the volume of
traffice and exxperienced failures, which left orders unfilled and customers
upset. During the holiday season, on-line merchants are expected to be
plagued with orders for out-of-stock items, unfilled orders and ignored
customer inquiries. In addition, on-line merchants need to simplify the
shopping experience and provide an entertaining and pleasant environment,
just like real-world stores.
eHospitalityAsia, Inc.
What is Your Opinion?
eHospitalityAsia, Inc.
Infrastructure Comparison
(page 33, Treese & Stewart)
New Infrastructure >>
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Original Purpose >>
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Importance of Standard >>
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New Security Challenges >>
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Source of innovation >>
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Accelerator >
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First water-independent
transportation
infrastructure
Passenger traffice;
military
Width of tracks (guage)
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First global public
information infrastrcuture
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Railway police hired to
manage new crimes
Steel production,
accounting, logistics
Industrial age (key
enabler: steam engine)
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Military and civil defense;
research
Network and
communications protocols
(TCP/IP)
Security protocols and
stands
Software, networking,
fiber optics
Information age (key
enabler: computer)
eHospitalityAsia, Inc.
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Historic View
Before the Railroad
After the Railroad
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Travel between New York and
Boston in four days
Transportation depends on weather
and location of waterways
Dispersed work force (92% of
population in 1830 is rural)
8,000 U.S. time zones
Vacation (if at all) near home
Transport a ton of goods for 5-15
cents per mile (wagon or steamboat
in 1825)
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eHospitalityAsia, Inc.
Travel between New York and
Boston in less than one day
Transportation depends on the
ability to lay rails
Concentrated work force (50%
population in urban)
4 U.S. Time Zone
Vacation away from home
Transport a ton of goods for 1 cent
per mile (by rail in 1884)
What About Now
After the Railroad
With Internet/EC
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Travel between New Yock and
Boston in less than one day
Transportation depends on the
ability to lay rails
Concentrated work force (50%
population in urban)
4 U.S. Time Zone
Vacation away from home
Transport a ton of goods for 1 cent
per mile (by rail in 1884)
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eHospitalityAsia, Inc.
No need to travel between any
two cities; view them
Transportation depends on traffic
and your line speed
Dispersed work force
(telecommuter)
One Time Zone (mine)
Vacation in home or never take
one
Transport a ton of goods for much
more than one cents because of
inflation and other factors
1972-1974
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1975-1976
eHospitalityAsia, Inc.
1977-1978
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1978-1979
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1980-1981
eHospitalityAsia, Inc.
1982-1983
eHospitalityAsia, Inc.
1983-1984
eHospitalityAsia, Inc.
1984-1985
eHospitalityAsia, Inc.
1985-1987
eHospitalityAsia, Inc.
1988-1990
eHospitalityAsia, Inc.
1990-1993
(Source: IEEE Computer)
eHospitalityAsia, Inc.
1993-1996
(Source: IEEE Computer)
eHospitalityAsia, Inc.
1997-1999
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e-Commerce
Servlets
XML
Merced
What else?
eHospitalityAsia, Inc.
Traditional Businesses
Book
Stores
Clothing
Stores
Drug
Stores
Supermarkets
eHospitalityAsia, Inc.
Computer
Stores
Banks
E-Business Design
• Not like introduction of a new product or a new
service; infrastructure is already there
• Many challenges
– One new e-door: from nothing to something
– Two doors: One existing (tradtional) door + one new edoor
• Do these two doors lead to the same room (ideal), different
rooms (tight interface), or the existing traditional business
room (create chaos)
– One Big e-door: with the existing door goes to the
background and slowly migrate into the e-business side
(www.egghead.com)
eHospitalityAsia, Inc.
E-Business Strategy Creation
• Top down, analytic planning
– Problems?
• Bottom-up, “just do it” tactical planning
eHospitalityAsia, Inc.