Chapter 12 - Managing Electronic Commerce Implementations
What is the evolution of web site functions?
1. 1994 - 1996: static brochure 2. 1996 - 1999: transaction processing 3. 1999 - 2007: enhanced transaction processing 4. 2007 - present: platform and media integration
What are the three types of web sites that are utilized in a project?
1. test version 2. demonstration version 3. production version
one of the most common elements of electronic commerce initiatives that companies outsource using a partial or component outsourcing approach is web hosting activity; the service provider has the continuous staffing and expertise needed to keep an electronic commerce site up and running 24 hours a day, seven days a week (this kind of service is often called _______________)
24/7 operation
an _______________ is a company that performs a function similar to that of an incubator, however, they tend to work with entrepreneurs who have already developed their idea into a business as opposed to incubators, who work with entrepreneurs who are still at the "I have a great idea" stage
accelerator
an _______________ keeps track of multiple web sites in use by a project or keeps track of the projects that will combine to create a larger web site
account manager
investors, often called _______________, fund the initial startup in the hopes that, in general, the business will grow rapidly so that in a short time they can sell their interest in the company at a profit to the next round of investors, called venture capitalists
angel investors
most large businesses have _______________ who maintain accounting, human resources, and logistics software
applications specialists
the _______________ should be a member of the internal staff that sets the objectives for the project
business manager
a _______________ is a company that handles incoming customer telephone calls and emails for other companies
call center
major investments in equipment, personnel, and other assets are called _______________ or _______________
capital projects capital investments
management researchers have developed strategies for _______________, which is the process of helping employees cope with changes that new e-commerce initiatives may bring
change management
a company's top technology manager is its _______________
chief information officer (CIO)
content management functions require that the company hires _______________ to write original content and _______________ or _______________ to purchase existing material and adapt it for use on the site
content creators content managers content editors
_______________ personnel help design and implement customer relationship management activities in the electronic commerce operation
customer service
most electronic commerce sites require a _______________ function to support activities such as transaction processing, order entry, inquiry management, or shipment logistics
database administration
businesses use tactics called _______________ to improve the value that the business provides to its customers
downstream strategies
in many online business projects, the company outsources the initial site design and development to launch the project quickly; the outsourcing team then trains the company's information systems professionals in the new technology before handing the operation of the site over to them; this approach is called _______________
early outsourcing
an _______________ is a company that offers startup companies a physical location with offices, accounting and legal assistance, computers, and Internet connections at a very low monthly cost
incubator
venture capitalists invest large amounts of money hoping that in a few years, the company will be large enough to sell stock to the public in an event called an _______________
initial public offering (IPO)
companies today recognize the value of the accumulated mass of employees' knowledge about the business and its processes; the value of an organization's pool of this type of knowledge is called _______________
intellectual capital
in the more traditional approach to information systems outsourcing, the company's information systems professionals do the initial site design and development work, implement the system, and operate the system until it has become a stable part of the business operation; once the company has gained all the competitive advantage provided by the system, the maintenance of the online business system can be outsourced so that the company's information systems professionals can turn their attention and talents to developing new technologies that will provide further competitive advantage; this approach is called _______________
late outsourcing
the businesses that survive the accelerator application process are entered into a formal program in which the entrepreneurs spend a set period of time working closely with a group of mentors (called a _______________) assembled by the accelerator to convert the idea into a viable business
mentor network
measurements that companies can make to assess the value of benefits are called _______________
metrics
the internal systems administrator also needs sufficient staff to maintain full 24/7 operation and site security; these _______________ staff functions include load estimation and load monitoring, resolving network problems as they arise, designing and implementing fault-resistant technologies, and managing any network operations that are outsourced to service providers or telephone companies
network operations
although many organizations operate their online marketing function out of their traditional marketing departments, employees with the position of _______________ specialize in the specific techniques used to build brands and increase market share using the web site and other online tools such as email marketing
online marketing manager
the foregone benefits that a company could have obtained from an electronic commerce initiative that they chose not to pursue are costs; managers and accountants use the term _______________ to describe such lost benefits from an action not taken
opportunity cost
some companies try to avoid online business site development problems by finding a contractor who can handle the entire project for them; this practice is called _______________
outsourcing
in both the early outsourcing and late outsourcing approaches, a single group is responsible for the entire design, development, and operation of a project - either inside or outside the company; however, electronic commerce initiatives can benefit from _______________, also called _______________, in which the company identifies specific portions of the project that can be completely designed, developed, implemented, and operated by another firm that specializes in a particular function
partial outsourcing component outsourcing
a _______________ (also called a _______________) is a formal review of a project after it is up and running
postimplementation audit postaudit review
_______________ is a collection of formal techniques for planning and controlling the activities undertaken to achieve a specific goal
project management
today, project managers use specific application software called _______________ to help them oversee projects
project management software
a _______________ is a person with specific training or skills in tracking costs and the accomplishment of specific objectives in a project
project manager
_______________ is a technique in which each project is monitored as if it were an investment in a financial portfolio
project portfolio management
the _______________ is usually promoted from the ranks of the project managers and has the responsibility for tracking all ongoing projects and managing them as a portfolio
project portfolio manager
there are many techniques for capital project evaluation, such as the payback method, the net present value method, or the internal rate of return method; these evaluation approaches are called _______________ techniques because they measure the amount of income (return) that will be provided by a specific current expenditure
return on investment (ROI)
many online businesses include a _______________, who is responsible for managing the virtual community elements of the web operation
social networking administrator
a _______________ is someone who understands the server hardware and operating system and who is responsible for the system's reliable and secure operation
systems administrator
many organizations now track costs by activity and calculate the total cost for each activity; these cost numbers, called _______________, include all costs related to the activity
total cost of ownership (TCO)
businesses can pursue _______________ that focus on reducing costs or generating value by working with suppliers or inbound shipping and freight service providers
upstream strategies
_______________ are very wealthy individuals, groups of wealthy individuals, or investment firms that look for small companies that are about to grow rapidly
venture capitalists
a _______________ is a person trained in art, layout, and composition and who also understands how web pages are constructed
web graphics designer
as web sites have become more complicated, the need for _______________ who design and write the underlying code for dynamic database-driven web pages has increased
web programmers