e-Business

This book is a must-read for any company who has not completely reinvented itself since the Internet exploded onto the business world a few years ago.

--Alan Taetle, Former Executive Vice President of MindSpring and General Partner of the Venture Capital Firm, Noro-Moseley Partners

This is the first book on e-business to combine a clarity of vision that will help you to appreciate the true significance of e-business, with a rigorous roadmap for reinventing your business design. If you want to avoid being blindsided by your competition, you must make this book required reading in your organization.

--Mohanbir Sawhney, Tribune Professor of Electronic Commerce and Technology, Kellogg Graduate School of Management, Northwestern University

As e-commerce solutions, enterprise applications, and business models converge in new ways, a tidal wave of change is transforming industries, redefining competitive strategies, and annihilating traditional thinking. To survive and thrive in the e-commerce world, all companies--from established industry leaders to feisty upstarts--are remaking themselves into lean, mean e-business machines that serve, delight, and retain customers better than ever before.

How do they do it? Not with new products or innovative technology, but with superior e-business designs. Startups like Amazon.com and some nimble incumbents, such as Cisco, have each created an e-business design by which they serve customers, differentiate their supply chains, integrate their selling chains, procure products, and nurture relationships.

e-Business: Roadmap for Success illustrates how managers are rewiring the enterprise to confront the e-commerce onslaught--uprooting traditional business applications as we know them. The authors create an innovative application framework for structural migration from a legacy model to an e-business model. Drawing on their experience with and research of leading businesses, Kalakota and Robinson identify the fundamental design principles for building the e-business blueprint.

Table of Contents

Foreword

Preface

Moving from e-Commerce to e-Business
What Makes This Book Different?
Who Should Read This Book?
How This Book Is Organized
Acknowledgments

Chapter One: From e-Commerce to e-Business

Linking Today's Business with Tomorrow's Technology
e-Business = Structural Transformation
e-Business Requires Flexible Business Designs
Challenge Traditional Definitions of Value
Define Value in Terms of the Whole Customer Experience
e-Business Communities: Engineering the End-to-End Value Stream
Integrate, Integrate, Integrate: Create the New Techno-Enterprise
Needed: A New Generation of e-Business Leaders
Memo to the CEO

Chapter Two: e-Business Trend Spotting

Increase Speed of Service: For the Customer, Time Is Money
Empower Your Customer: Self-Service
Provide Integrated Solutions, Not Piecemeal Products
Integrate Your Sales and Service: Customization and Integration
Ease of Use: Make Customer Service Consistent and Reliable
Provide Flexible Fulfillment and Convenient Service Delivery
Contract Manufacturing: Become Brand Intensive, Not Capital Intensive
Learn to Outsource: You Cannot Be Good at Everything
Increase Process Visibility: Destroy the Black Box
Learn the Trends in Employee Retention
Integrated Enterprise Applications: Connect the Corporation
Meld Voice, Data, and Video
Multichannel Integration: Look at the Big Picture
Wireless Applications Enter the Mainstream
Middleware: Supporting the Integration Mandate
What Is Common to All These Trends?
Memo to the CEO

Chapter Three: Think e-Business Design, Not Just Technology

Constructing an e-Business Design
The First Step of e-Business Design: Self-Diagnosis
The Second Step of e-Business Design: Reversing the Value Chain
The Third Step of e-Business: Choosing a Narrow Focus
Case Study: Service Excellence at American Express
Case Study: Operational Excellence at Dell Computer
Case Study: Continuous Innovation at Cisco Systems
Business Design Lessons Learned
Memo to the CEO

Chapter Four: Constructing the e-Business Architecture

Why Is Application Integration Important?
The New Era of Cross-Functional Integrated Apps
Integrating Application Clusters into an e-Business Architecture
Aligning the e-Business Design with Application Integration
Memo to the CEO

Chapter Five: Customer Relationship Management: Integrating Processes to
Build Relationships

Why Customer Relationship Management?
Defining Customer Relationship Management
Organizing around the Customer: The New CRM Architecture
Supporting Requirements of the Next-Generation CRM Infrastructure
Organizational Challenges in Implementing CRM
Next-Generation CRM Trends
Building a CRM Infrastructure: A Manager's Roadmap
Memo to the CEO

Chapter Six: Selling-Chain Management: Transforming Sales into
Interactive Order Acquisition

Defining Selling-Chain Management
Business Forces Driving the Need for Selling-Chain Management
Technology Forces Driving the Need for Selling-Chain Management
Managing the Order Acquisition Process
Cisco and Selling-Chain Management
Elements of Selling-Chain Infrastructure
The Custom Foot: Transforming Shoe Sales with Technology
Memo to the CEO

Chapter Seven: Enterprise Resource Planning: The e-Business Backbone

Why Is Management Willingly Paying Millions for ERP Suites?
ERP Decision = Enterprise Architecture Planning
The COTS ERP That Keeps on Ticking: The SAP Juggernaut
ERP Usage in the Real World
ERP Implementation: Catching the Bull by the Horns
The Future of ERP Applications
Memo to the CEO

Chapter Eight: Supply Chain Management: Interenterprise Fusion

Defining Supply Chain Management
Basics of Internet-Enabled SCM: e-Supply Chain 101
Basics of Internet-Enabled SCM: e-Supply Chain 201
e-Supply Chain Fusion: e-Supply Chain 301
e-Supply Chain Fusion Management Issues
The Future: e-Supply Chains in 200X
Supply Chain Management: A Manager's Roadmap
Memo to the CEO

Chapter Nine: e-Procurement: The Next Wave of Cost Reduction

Structural Transition: From Isolated Purchasing to Real-Time Process
Integration
Why Is Procurement a Top-Management Issue?
Operating Resource Procurement at Microsoft: MS Market
Procurement Business Problem: Lack of Process Integration
Next-Generation Integrated Procurement Applications
Elements of Buy-Side e-Procurement Solutions
Buy-Side Applications for the Procurement Professional
Elements of Sell-Side e-Procurement Solutions
The e-Procurement Manager's Roadmap
Memo to the CEO

Chapter Ten: Knowledge-Tone Applications: The Next Generation of Decision Support Systems

Knowledge Apps: Why They Are Important
Knowledge Tone Is an Application Framework
Emerging Classes of Knowledge-Tone Applications
Knowledge-Tone Usage in the Real World
Tech Trends Driving Knowledge-Tone Framework Investments
Elements of the Knowledge-Tone Architectural Framework
Core Technologies: Data Warehousing
Enabling Technologies: Online Analytical Processing
A Roadmap to Knowledge-Tone Framework
Memo to the CEO

Chapter Eleven: Developing the e-Business Design

The Challenges of e-Business Strategy Creation
Roadmap to Moving Your Company into e-Business
Phase 1: Knowledge Building
Phase 2: Capability Evaluation
e-Business Design in Action: The Case of E*TRADE
Memo to the CEO

Chapter Twelve: Translating e-Business Strategy into Action

e-Business Blueprint Creation Is Serious Business
Basic Steps of e-Business Blueprint Planning
Doing the Right Projects: A Prioritization Blueprint
Putting It All Together: The e-Business Blueprint Case
Key Elements of a Business Case
Communicate, Communicate, Communicate
e-Business Project Planning Checklist
Doing the Projects Right: An Execution Blueprint
Why e-Business Initiatives Fail
Memo to the CEO

Endnotes

Index