E-Business; Change, E-Business; Change, Opportunity, ChallengeOpportunity, Challenge

Carl JacobsonCarl JacobsonUniversity of DelawareUniversity of Delaware

OverviewOverview

E-business and the WebE-business and the Web Case Study: ProcurementCase Study: Procurement New Business ModelsNew Business Models Change AgentsChange Agents Application of Case Application of Case

ExperienceExperience

Paper RequisitionPaper Requisition

Carbon CopiesCarbon Copies Approval RoutesApproval Routes $125/requisition$125/requisition Back-office PaperworkBack-office Paperwork Feeds Purchasing SystemFeeds Purchasing System E-Business?E-Business?

Electronic Electronic RequisitionRequisition

Electronic PaperElectronic Paper Eliminate MiddlemanEliminate Middleman More TimelyMore Timely More EfficientMore Efficient $25/requisition$25/requisition No Business ChangeNo Business Change E-Business?E-Business?

Web BuyingWeb Buying

Decision SupportDecision Support Hundreds of VendorsHundreds of Vendors Tens of Thousands of ItemsTens of Thousands of Items No Contract PricingNo Contract Pricing No Purchasing RecordsNo Purchasing Records Shipping ChargesShipping Charges E-Business?E-Business?

Consolidated Consolidated CatalogCatalog

One LocationOne Location UD Select VendorsUD Select Vendors UD Select ItemsUD Select Items UD Contract PricesUD Contract Prices Enforce Purchasing PoliciesEnforce Purchasing Policies Monitor Purchasing Monitor Purchasing

ActivityActivity

UDMartUDMart

Narrow Vendor ChoicesNarrow Vendor Choices Tailor Product ChoicesTailor Product Choices Remove Purchasing LimitsRemove Purchasing Limits Streamline AccountingStreamline Accounting Replace Error HandlingReplace Error Handling Invoke New Customer Invoke New Customer

ServiceService

UDMart CatalogUDMart Catalog

Customer Decision SupportCustomer Decision Support Hi-tech, Hi-touchHi-tech, Hi-touch Policies and LimitsPolicies and Limits CustomizationCustomization Leverage Existing Leverage Existing

FunctionalityFunctionality E-Business?E-Business?

New Business ModelNew Business Model

Changes Business DriverChanges Business Driver Changes Customer DecisionChanges Customer Decision Changes OutcomesChanges Outcomes Shifts from Provider to Shifts from Provider to

CustomerCustomer Changes Back-office ServiceChanges Back-office Service e-Business?e-Business?

Back-Office ServiceBack-Office Service

Distributed ResponsibilityDistributed Responsibility Maximize ContractsMaximize Contracts Departmental AdvocatesDepartmental Advocates–Process Errors (more than Process Errors (more than

“e”)“e”)–Not in CatalogNot in Catalog–Contracts, Pricing, SelectionContracts, Pricing, Selection–Buyer’s NotesBuyer’s Notes

Course RegistrationCourse Registration

Shopping Cart - Course Shopping Cart - Course PlannerPlanner

Catalog - Reg BookletCatalog - Reg Booklet Proc Policies - Degree ReqProc Policies - Degree Req Buyer - AdvisorBuyer - Advisor Product Comparison - EvalsProduct Comparison - Evals Sales - SeatsSales - Seats

Other ServicesOther Services

Admissions App DecisionAdmissions App Decision Career Planning ChoicesCareer Planning Choices Admissions Offer DecisionAdmissions Offer Decision Course Registration *Course Registration * Course Content *Course Content * Financial Aid PlanningFinancial Aid Planning Benefits, Grants, New Hire, …Benefits, Grants, New Hire, …

Decision SupportDecision Support

Related Information, Related Information, “Web”“Web”

KnowledgeKnowledge Product ComparisonsProduct Comparisons Buyer’s Notes (Advisor’s)Buyer’s Notes (Advisor’s) ““What If” CalculationsWhat If” Calculations Self AssessmentsSelf Assessments

E-BusinessE-Business

WebWeb– anyone, anywhere, anytimeanyone, anywhere, anytime– serve, empower, engageserve, empower, engage

Customer Decision SupportCustomer Decision Support Effective Business ChangeEffective Business Change Back-Office Service AdjustmentBack-Office Service Adjustment Lessons: Customer Service, etc.Lessons: Customer Service, etc.

e-Business e-Business ChallengesChallenges

Goals vs OutcomesGoals vs Outcomes Organizational IdentityOrganizational Identity Process OwnershipProcess Ownership Power Shift Power Shift – ““teaching to learning”teaching to learning”

Market SegmentationMarket Segmentation

EvolutionEvolution of Web Business of Web Business

Reference InformationReference Information Electronic PaperElectronic Paper Decision Support for Decision Support for

CustomerCustomer Market of One, “me-Market of One, “me-

Business”Business”

Future of the WebFuture of the Web

Resolve DisparityResolve Disparity Software Model of Software Model of

InstitutionInstitution Infinite ViewsInfinite Views ““Institutional Lens”Institutional Lens” Serve > Empower > EngageServe > Empower > Engage Build CommunityBuild Community

More InformationMore Information

Web Initiatives: Web Initiatives: –http://www.mis.udel.edu/http://www.mis.udel.edu/

main/webinits main/webinits UDMart: UDMart: –http://www.udel.edu/udmarthttp://www.udel.edu/udmart– 999999999, 9998999999999, 9998

Email: carlj@udel.eduEmail: carlj@udel.edu

Reasons to “Own”Reasons to “Own”

Resolution of disparate systemsResolution of disparate systems Change business practices; easy, fast, Change business practices; easy, fast,

inexpensiveinexpensive Ensure unique institutional presentationEnsure unique institutional presentation Become part of Internet waveBecome part of Internet wave Collect modules and components for future useCollect modules and components for future use Create ancillary systemsCreate ancillary systems Clone services for department and college useClone services for department and college use Control own destinyControl own destiny Share with othersShare with others Avoid vendor obligations; ad banners, resellersAvoid vendor obligations; ad banners, resellers Avoid high risk purchase or partnershipAvoid high risk purchase or partnership Acknowledge culture of continuous changeAcknowledge culture of continuous change

Serve, Empower, Serve, Empower, EngageEngage

Self-Service - Self-Service - ServesServes Decision Support - Decision Support -

EmpowersEmpowers Customization - Customization -

EngagesEngages

ProcurementProcurement Alternatives Alternatives

Procurement ServiceProcurement Service Storefront SoftwareStorefront Software Storefront ServiceStorefront Service Web MallsWeb Malls Co-branded Web StoreCo-branded Web Store XMLXML

UDMart UDMart DevelopmentDevelopment

Catalog ExpansionCatalog Expansion Additional Decision SupportAdditional Decision Support Order Form MergeOrder Form Merge Internal Goods and ServicesInternal Goods and Services Campus Surplus ExchangeCampus Surplus Exchange EDI CartridgesEDI Cartridges XML InterfacesXML Interfaces