Prentice Hall, 2003 1 ELC 200 Day 17. Prentice Hall, 2003 2 Agenda Questions from last Class?...

Prentice Hall, 2003 1

ELC 200

Day 17


Agenda

Questions from last Class?Assignment 4 Not corrected

Still waiting for all to submitLate policy is -20 for every day that it is late

Assignment 5 will be posted as soon as I figure out the assignment. Quiz two Corrected

5 A’s, 5 B’s, A C’s and 1 non-takeTodays’ discussion is on Intrabusiness,E-Government, C2C, E-Learning, and More


Chapter 7

Intrabusiness,E-Government, C2C, E-Learning, and More


Learning Objectives

Define intrabusiness e-commerce and describe its major activitiesDescribe the intranet and its use in organizationsUnderstand the relationship between corporate portals and the intranetsDescribe e-government to citizens (G2C) and to business (G2B)


Learning Objectives (cont.)

Describe various e-government initiativesUnderstand how peer-to-peer technology works in intrabusiness, B2B, and in C2C e-commerce

Discuss online publishing and e-books.Describe e-learning and virtual universitiesDescribe knowledge management and dissemination


E-Learning at Cisco

The ProblemCisco Systems sells devices that connect computers and databases to the Internet and other networks

Products continuously being upgraded or replaced

Extensive training is needed for:EmployeesBusiness partnersIndependent students

In-house training 6 to 10 times a year was expensive and ineffective


E-Learning at Cisco (cont.)

The SolutionImplemented e-learning programs allow students distance-learning of new software, hardware, procedures

Encourages its employees to use e-learning, by:“Nonthreatening”anonymous testing and scoringAdditional incentives and rewards for e-learnersMakes e-learning a mandatory for employeesOffers easy access to e-learning tools


E-Learning at Cisco (cont.)

The ResultsReturn on investment:

Saves $1,200 per SEfirst offering—recovered development costs and saved $8,000

By 2002, Cisco developed 75 e-learning courses and was planning to develop more


Intrabusiness and Business-to-Employee E-Commerce

Intrabusiness EC—e-commerce activities conducted within an organization

Between a business and its employeesBetween units within the businessAmong employees in the same business

Business-to-employees (B2E)—intrabusiness in which an organization delivers products or services to its employees


Intrabusiness and B2E EC (cont.)

Training and education provided over intranetsElectronically order supplies and material needed for workBuy discounted insurance, travel packages, etc., on corporate intranetCorporate stores sell company’s products at a discountBusinesses disseminate information on the intranetEmployees manage fringe benefits take classes and more


Activities Between Units Within a Business

Large corporations consist of independent units that “sell” or “buy” materials, products, and services from each otherThese transactions can easily be accomplished over the intranetNetwork constructed to link dealerships owned by the corporation

Support communicationCollaborationExecution of transactions


Intrabusiness E-Commerceat Toshiba America

At Toshiba:300 dealers needed parts quicklyOrders placed by phone or fax by 2:00 in order to have next-day deliveryShipping fees expensiveCumbersome order-entry system created in 1993 with no significant improvement


Toshiba America (cont.)

1997, Toshiba created a Web-based order-entry system using extranet/intranetDealers place orders for parts until 5:00 for next-day delivery—matter of hours to shippingPhysical warehouse in Memphis, TN near FedEx headquarters ensures quick deliveryDealers also:

Check accounts receivable balancesPricing arrangementsRead service bulletins, etc.


Activities AmongCorporate Employees

Large organizations have classified ads on the intranet where employees can buy and sell products and services from each otherEspecially popular in universitiesInterconnect their intranets to increase exposureEmployees collaborate and communicate using EC technologies


Intranets

Intranet—a corporate LAN or wide area network (WAN) that uses Internet technology and is secured behind a company’s firewalls; designed to serve the internal informational needs of a companyProvides Internet capabilities, search engines, tools for communication and collaborationCost of converting an existing network system to internal Web is relatively low


Intranets (cont.)

Fairly safe within company firewallsEmployees can get out on the Web easilyOutsiders cannot get into the intranet

Change organizational structures and procedures, help reengineer corporations More intranet examples:

Business intelligencePublic servicesCorporate informationCustomer service


Wireless LANs Speed Hospital Insurance Payments

Bridgeton—a holding company operating four hospitals in New Jersey

Uses wireless LANs:To process insurance documentationTo reduce the number of denied claims

Via notebook computers, nurses aggregate all the documents needed by the insurance company and submit them electronically


Wireless LANs Speed Hospital Insurance Payments (cont.)

Network environment :Supports an intranetBroadcasts data 120 feet from nursing workstationsEnable nurses to maintain a connection in patient rooms Radio card in the notebook computer goes into a roaming mode similar to a cellular phone

Wireless environment enabled changes in business processes

FasterFewer errors


Wireless LANs Speed Hospital Insurance Payments (cont.)

Good return on investmentSavings in six-figure dollar amountsModerate cost of setting up the network

$200 for each notebook computer radio card$750 for each of 28 wireless access points


Building Intranets

To build an intranet, a company needs:Web servers

Browsers

Web publishing tools

Back-end databases

TCP/IP networks (LAN or WAN)

Firewalls


Exhibit 7.1Architecture of an Intranet


Intranet Functionalities

Intranet functionalitiesWeb-based database access for ease of useSearch engines, indexing engines, directories assisted by keyword searchInteractive communication—chatting, audio support, videoconferencingDocument distribution and workflowGroupwareConduit for computer-based telephony system


Intranet Application Areas

Search and access to documentsPersonalized informationEnhanced knowledge sharingIndividual decision makingSoftware distribution

Document managementProject managementTrainingEnhanced transaction processingPaperless information deliveryEmployees control their own information

Intranet application areas


Benefits of an Extranet

When intranets are combined with an external connection to create an extranet, benefits occur:

Much cheaperElectronic commerceCustomer serviceEnhanced group decision making and business processesVirtual organizationsImproved administrative processes


Industry-Specific Intranet Solutions

Classified by industry instead of technologyTop 100 intranet/extranet solutions classifications

Financial servicesInformation technologyManufacturingRetail

Services


Enterprise (Corporate) Portals

Corporate (enterprise) portal—a gateway for entering a corporate Web site, enabling communication, collaboration, and access to company information

Provide single-point access to specific enterprise information and applications available on:

InternetIntranetsExtranets

Companies may have separate portals for outsiders and for insiders


Exhibit 7.2Corporate Portal as a Gateway to

Information


Corporate Portals Applications

Knowledge bases and learning toolsBusiness process supportCustomer facing sales, marketing, servicesCollaboration and project support Access to data from disparate corporate systemsPersonalized pages for users

Effective search and indexing toolsSecurity applicationsBest practices and lessons learnedDirectories and bulletin boardsIdentification of expertsNewsInternet access


Exhibit 7.3Corporate Portal Framework


Intranet/Portal Example: Cadence Design Systems

Business challengeSupport customer’s entire product development cycle

SalesDelivery

Needed a real understanding of organization’s issues while interacting with customers

CoordinationCommunication


Cadence Design Systems (cont.)

The solution: intranet and portal technologyCorporate portal—Web-based single point of information supporting sales process

OnTrack uses home page with links to other pagesUnified tool provides all information and data needed

All creators of information are responsible for maintaining information in OnTrackCustom tools make it easy to add a message to the daily newsletter, modify a step in sales process, or update a customer presentation


Cadence Design Systems (cont.)

Lessons learnedDifficult task to balance cost of training against returnKey to success—unifying technology with processDesign structure to satisfy 80% instead of 100% of processOutsourced creation of applicationShortened training time for new sales reps


E-Government: An Overview

E-government—the use of IT and e-commerce to provide access to government information and delivery of public services to citizens and business partners

Efficient and effective method of conducting business transactionsOpportunity to improve the efficiency and effectiveness of the functions of governmentMake government more transparent to citizens


Government-to-Citizens (G2C)

Government-to-citizens (G2C)—e-government category that includes all the interactions between a government and its citizensCitizens can:

Find all the information they need on the WebAsk questions and receive answersPay tax and billsReceive payments and documentsElectronic benefits transfer (EBT) is an example of G2C applications


Government-to-Business (G2B)

Government-to-business (G2B)—e-government category that includes interactions between governments and businesses (government selling to businesses and providing them with services, and businesses selling products and services to government)


Government-to-Business (cont.)

E-procurementLarge amounts of MROs and materials direct from many suppliersUses basically a reverse auction system

E-auctionsAuction surpluses from vehicles to real estateMay use 3rd-party site

http://gsaauctions.gov/gsaauctions/aucitdsc/


Contract Management in Australia

Western Australian (WA) government agency CAMS Online focus is to develop online contract management solutions for the public sector

Government agencies can search existing contracts to access the commonly used contracts Government suppliers can view the current tenders (bids)


Contract Management in Australia (cont.)

Provides government departments with expert advice on:

E-commerceInternetSatellite servicesHow-to’s on building a bridge between the technological needs of the public sector and the expertise of the private sector

Offers various types of support for government procurement activities


Contract Management in Australia (cont.)

Support of e-commerce activitiesGovernment electronic market providesProcureLinkSalesNet

Training onlineWestlink delivers adult training and educational programs to remote areas and schoolsVideoconferencing service offers two-way video and audio links


Government-to-Government (G2G)

Government-to-government (G2G)—e-government category that includes activities within government units and those between governmentsGovernment-to-employees (G2E)—e-government category that includes activities and services between government units and their employees


G2E in the U.S. Navy

The U.S. Navy uses G2E to improve the flow of information to sailors and their familiesQuality-of-life information includes:

Self-helpDeployment supportStress managementParenting adviceRelocation assistance


G2E in the U.S. Navy (cont.)

Lifelines2000.org reaches overseas personnel using:

InternetSimulcastingTeleconferencingCable televisionSatellite broadcasting

Other e-services to navy personnel:

Online bankingPersonal finance servicesInsuranceEducationTraining


Implementing E-Government:Transformation Process

Stage 1: information publishing/dissemination

Individual government departments set up their own Web sites that provide:

Information about themRange of services availableContacts for further assistance


Transformation Process (cont.)

Stage 2: official two-way transactionsUsing legally valid digital signatures and secure Web sites, customers:

Submit personal informationConduct monetary transactions

Customers must be convinced that:System keeps their information privateSystem is free of piracy



Stage 3: multipurpose portalsCustomer-centric governments enhance service deliveryCustomer needs can cut across department boundaries, portal allows customers to use single point-of-entry to:

Send and receive informationProcess monetary transactions across multiple departments



Stage 4: portal personalizationCustomers can access a variety of services at a single Web site

Customers can customize portals with their desired featuresRequires sophisticated Web programming allowing interfacesAdded benefit is that governments get a more accurate read on customer preference

Electronic servicesNon-electronic services



Stage 5: clustering of common servicesAll real transformation of government structure takes shape hereCustomers see a unified package instead of once-disparate servicesDistinction between departments begins to blurRecognize groups of transactions instead of groups of agencies



Stage 6: full integration and enterprise transformation (see next slide)

Digital encyclopedia is now:Full-service centerPersonalized to each customer’s needs and preferences

Old walls defining services are torn downTechnology integrated across new government structure bridging gap between front and back offices


Exhibit 7.4The Stages of E-Government


E-Government in the State of Victoria, Australia

Maxi (Maxi.com.au) is Victoria’s e-government initiative with more than 30 government-related services

Register vehiclesObtain drivers licensesOrder birth certificatesNotify government of changes of addressPay utility bills and fines


Victoria, Australia (cont.)

Internet portal features four service areas:

1. General information about Maxi2. Bill payment and services by agencies3. Life events (change of address, getting

married, turning 18)4. A business channel



Maxi kiosks are located in:Shopping centersLibrariesGovernment officesOther public locations around Victoria

SecureNet Certificates provide:Digital certificates of authenticityPublic keys for digital signatures



To encourage greater use, Maxi offered a lucky draw to usersCustomer adoption of Maxi has exceeded the government’s expectations

First year—24,000 transactions/month40% of transactions occur outside normal 9-to-5 business hours


Implementation Issues

Transformation—change is very slowImplementing G2B

Build customer trust by increasing:PrivacySecurityConfidentiality

Plan technology for growth and customer friendlinessManage access channels to optimize valueWeigh in-sourcing vs. outsourcingInclude strong change management program


Implementing E-Government (cont.)

Security issues—concerns include:Data about citizens stays securePrivacy of individuals is maintained

Non-Internet e-governmentEmergency situations like the Federal Emergency Management Agency (FEMA) paperless help for California earthquake victimsAuctions conducted over private, secured lines


Customer-to-Customer Applications

Customer-to-customer e-commerce (C2C)—e-commerce in which both the buyer and the seller are individuals (not businesses);involves activities such as auctions and classified ads

Classified adsPersonal servicesExchanges

http://maine.craigslist.org/


Peer-to-Peer Networks & Applications

Peer-to-peer (P2P)—a network architecture in which each workstation (or PC) has similar capabilities; the networked peers share data and processing with each other directly rather than through a central server

Each workstation (PC) has similar capabilitiesBenefit of P2P expands the universe of information accessible


Peer-to-Peer Networks (cont.)

Characteristics of P2P systemsUser interface loaded outside the Web browser

User computers act both as clients or as servers

Overall system is easy to use

System includes tools to support users wishing to create content or add functionality

System provides connection with other uses

System does something new or exciting

Supports “cross-networking” protocols


Exhibit 7.5Peer-to-Peer Networks


Peer-to-Peer Applications

P2P applications in C2CC2C—users sell digital goods directly from their computers rather than go through centralized serversComputer resources and data file sharing—in modern office setting disk drives and printers are shared

Intranet business applications—P2P facilitates internal collaboration

File sharing and swapping


Peer-to-Peer Applications (cont.)

Business-to businessPeople can share information but are not required to send it to an unknown serverCompanies use P2P architecture as a base for speeding up business transactions

Companies can deliver two-way collaborative interactions that are:

DynamicIn real-timeCollaborativeCost-effectiveClient-focused


Peer-to-Peer Applications (cont.)

Business-to-consumer—combining P2P with collaborative filtering for product searches

1. User enters search keyword2. Keyword is sent to 100 peers, which search

local indices of Web pages3. Those computers also relay query to 100 to

100 to 100 of their peers until 1,000,000 computers are queried

4. Resulting URLs are returned to the user, weighted in favor of most recently visited pages and peers with similar interests


Online Publishing

Online publishing—the electronic delivery of newspapers, magazines, news, music, videos, and other digitizable information over the Internet

Mainly used for disseminating information and for conducting sales transactions interactivelyIncludes customized material that the reader will receive free, or for a fee


Online Publishing (cont.)

Publishing ModesNewspapers

MagazinesNewsTextbooksMusicArtworkVideo clipsMovies

Publishing MethodsOnline archiveNew mediumPublishing intermediationDynamic or just-in-time



Content providers and distributorsChallenges moving into areas with less-developed infrastructuresIssues of intellectual property is a consideration

Akamai.comDigisle.comEdgix.com

Digimarc.com provides a tool for linking print publications with the Web



Publishing music, videos, and gamesMajor issue is payment of intellectual property feesPeer-to-peer (P2P) model—people swap files 3rd-party organizer are in violation of copyright laws (Napster)



Edutainment—combination of education and entertainment, often through games

Goal: encourage students to become active learnersManagerial issues

Educational games delivered as CD-ROMsDistance-learning format


Exhibit 7.6A New Content Delivery Model


Electronic Books

E-book—a book in digital form that can be read on a computer screen

Human readers must have an e-book reader:

Adobe Acrobat eBook ReaderMicrosoft Reader

Portable and convenient to carry—70 e-books on one CD-ROM Can be updated frequentlyContain up-to-the-minute informationAre easy to search


E-Learning

E-learning—the online delivery of information for purposes of education, training, knowledge management, or performance management

Challenges of e-learningLearner’s challenge is to change the mindset of how learning typically takes placeContent provider’s challenge is to make learning more interactive and engaging


E-Learning (cont.)

Benefits of e-learning—the great equalizerEliminates barriers of time, distance, socioeconomic status Individuals take charge of their own lifelong learning experience

E-learning provides a new set of tools that add value to traditional learning modesDoes not replace the classroom setting, but enhances it


E-Learning (cont.)

E-learning also used in the business environment

Provides a superior learning and communication model that:

Increases access to learningProvides clear accountability for all participantsReduces costs

Equips employees with the knowledge and information needed to help increase customer satisfaction


E-Learning (cont.)

Drawbacks of e-learningNeed for instructor retrainingEquipment needs and support servicesLack of face-to-face interaction and campus lifeAssessmentMaintenance and updatingProtection of intellectual propertyComputer literacy


E-Learning (cont.)

Distance learning—formal education that takes place off campus, usually, but not always, through online resourcesVirtual university—an online university from which students take classes from home or other off-site location via the Internet


E-Learning (cont.)

Virtual universities offer classes worldwideMay soon see integrated degrees, where students can customize a degree that will best fit their needs and take courses at different universities

Online TrainingA large number of organizations are using online training on a large scale

digitalthink.comclick2learn.comsmartplanet.com


Exhibit 7.7Effects of E-Commerce Forces on

Education


Question

Define the followingDataInformationKnowledgeUnderstandingWisdom

Where does learning (and teaching) fit??


Knowledge Management

Knowledge management (KM)—the process of capturing or creating knowledge, storing it, updating it constantly, and interpreting and using it whenever necessary

Knowledge base—the repository for an enterprise’s accumulated knowledgePromotes an integrated approach to the process of identifying, capturing, retrieving, sharing, evaluating enterprise information assets:

Documented Tacit expertise stored in individuals’ heads


Online Advice and Consulting

Medical adviceManagement consultingLegal adviceGurusFinancial advice


Portal Speed R&D at Amway

For effective R&D, Amway must develop new products in a streamlined and cost-efficient mannerTo support design activity the need fast and easy access to:

Product specificationsFormulasDesign criteria Production schedulesCosts Sales trends


Amway (cont.)

Artemis—a business intelligence and knowledge management portal

Easier access to corporate knowledgeBrowser-based intranet application that enables R&D to:

Quickly find the information and knowledge they requireCollaboration toolsDatabase for locating company experts


Amway (cont.)

Lotus Notes/Domino search agent enables employees to:

Pull data from disparate corporate sources Generate dynamic reports Work in a highly secured environment

Time required to access information:Dropped from days to minutes or secondsEnabling fast “what-if” investigations


Summary

Intrabusiness EC defined—all EC initiatives conducted within one organizationThe intranet and its use in organizations—used for internal communication, collaboration, and discovery of information in various internal databasesThe relationship between the corporate portal and the intranet—gateway through which users access the various applications conducted over the intranet, E-government to citizens—governments providing a large variety of services to citizens over the Internet


Summary (cont.)

Other e-government activities—using EC applications for great savings (e.g., e-procurement using reverse auctions)Applications of peer-to-peer technology—allows direct communication for sharing files and for collaborationOnline publishing and e-books is growing rapidlyE-learning, virtual universities, and knowledge management and dissemination—is the delivery of educational content via electronic media

Prentice Hall, 2003 1 ELC 200 Day 17. Prentice Hall, 2003 2 Agenda Questions from last Class?...

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