Supply Chain Management How to Setup EBusiness for

ΣΥΝΟΨΗ • • Supply Chain Management How to Setup E-Business for a company Electronic Commerce Servers and Services Case Studies

Supply-Chain Management Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 3

E-Business: Complex View Information Management and Velocity EC, BI, KM and CT for External Info Business Partners Distribution Channels SCM, EC, BI BI, KM and CT for External Info R&D and Engineering Enterprise Admin. Production Information Suppliers Mktg. , Sales & Service Customers EC, CRM, BI SCM and CT Supply Chain Management Customer Relationship Management Key: BI = Business Intelligence, KM = Knowledge Management, CT = Collaboration Technologies Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 4

Supply Chain Transformation Feeder Plant Store n-Tier Suppliers First-Tier Suppliers Primary Manufacturing Retail Distribution Consumers Public Internet Contract Manufacturers Ε. Μ. Π. Third-Party Final Assembly Third-Party Distribution Ι. Βασιλείου --- Electronic Commerce Servers --- 5

Supply Chain: Need to Know • • ERP integration Collaboration with n-Tier suppliers Business and technical n-Tier interfaces SC technology evaluation and selection: – – Ε. Μ. Π. Purchasing / procurement Fulfillment EDI / XML ASP Ι. Βασιλείου --- Electronic Commerce Servers --- 6

Electronic Commerce Consumers Applications Supplier Strategies Electronic Commerce Technical Issues Customer Management Issues Community Source: Gartner. Group Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 7

E-Commerce: Need to Know • • • SC/CRM technology integration Channel conflict Financial systems and interfaces Application Service Provider models EC technology evaluation and selection – e. Ordering /e. Payment – Transaction security – e. Fulfillment Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 8

Infrastructure Management Enterprise-wide E-Business Infrastructure Internal Users External Service Providers Business Line Managers Client Relationship Management Electronic Commerce Supply Chain Management Integrated Services Customers and Partners IT Operations Integrated Services User Services Applications Systems LAN/WAN Network Internet Gateway Network Managers Ε. Μ. Π. Application Developers Ι. Βασιλείου --- Electronic Commerce System Managers Servers --- 9

Infrastructure: Need to Know • Technology architecture, integration, and interoperability • Blended workforce • Business process owners • Technology governance and lifecycle • Ultra-rapid application development • IT infrastructure: – – Ε. Μ. Π. Internet technologies Middleware / API Gateway technologies Knowledge management Ι. Βασιλείου --- Electronic Commerce Servers --- 10

Customer Relationship Management E-ERP R&D Finance Human Resources Manufacturing Distribution and Logistics SCM E-Business C-Commerce Ε. Μ. Π. Enterprise Functions CRM Customers Suppliers Ι. Βασιλείου --- Electronic Commerce Retail Sales Field Sales Inside Sales Call Mgmt. Contact Center Field Service Data Cleansing Data Analysis Content Mgmt. Campaign Mgmt. E-CRM E-Commerce Customer-Centric Processes Partner Relationship Management Servers --- 11

CRM: Need to Know • • • Collaboration technologies Usability and interoperability Customer and technical interface Technology stability and lifecycle Application Service Provider models CRM technology evaluation and selection: – Data warehouse / mart – Database mining / marketing – Sales force automation – Call/contact center Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 12

Example E-Businesses • West Food Mart is a retail store selling groceries. The store features are simple, allowing a customer to get in and out with a few clicks. Notes: This type of store is appropriate for businesses which target customers, products are familiar, shoppers usually know what to buy, shoppers often buy many items of the same kind. • The Office Window. This is a wholesale store selling furniture and computer equipment. This store groups customers into categories, offers them different offices, offices I. e. , lists of offerings, prices etc. Here each customer must register and is classified by the office administrator. • Metro Mall. Contains several stores, offers generic functionality for payment, shipping, security etc. , which they can all use. Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 13

Getting Started • Determine a site administrator She is responsible for setting up and managing the high level functions associated with the site, including: store or mall creation, adding/removing stores to a mall, maintaining a list of shipping carriers, … • Determine a store administrator, administrator who is responsible for day-to-day activities associated with running a store, including: entering, updating and deleting data; creating and updating store pages; creating new commands, or replacing overridable functions (which are activated by the site administrator) • For a single-store site, the two positions will usually be filled by one person. • Link up to one or more databases, or create new ones. These store product, customer and other information. Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 14

Storing Models - Simplifications There are three types of store models to choose from: • One-stop shop -- shoppers can quickly find and order the product; no registration facility is provided, and only shipping information is required; • Personal delivery shop -- also has a simple navigation structure, but has features for personalizing shopping; shoppers register and have shopping carts; their selections (buying, or placing product in cart) are recorded; shoppers can also have an address book for places they send stuff to; • Business-to-business store model -- this is intended for corporate purchasing; now merchant can group clients into shopper groups (called offices) and offer them different prices; before making a purchase, a client must register and receive approval from an office manager Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 15

Creating a store (or mall) • Choose a store model (among existing models, or create your own) • [To actually build your store or mall, you can start from a sample and customize it your requirements, or start from scratch. ] • [If you are building a store within a mall, you may use the functions provided by the mall, or override them and build your own for your store. ] • Create a store record, including information about the store and merchant; set up tax rates and define access control. • Set up tasks; a task is a process that you want to customize, such as checking inventory, calculating the price of an item, or handling an exception. • Specify shipping providers. Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 16

Store management information Includes, among other things: • Currency and contact information; • Store tax rates -- very important, because you can have across-theborder shopping; • Category information -- the store’s merchandise is organized into categories; • Shipping services -- shipping services, options and charges; • Product information -- for products and items (variant products), including SKU#, price, thumbnail and full-size image, … • Discount information; • Shopper groups -- different groups may get different discounts; Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 17

Creating the shopping flow Home page order. List Category pages Product Display Order. Item. Display Ε. Μ. Π. Order status Item. Add/ Display Category Display Shipping details Registration register. Form Order List Place order Interest list Prepare order Order Display Order. Item. List Check out Ι. Βασιλείου --- Electronic Commerce Order Process Confirmation page Servers --- 18

E-Commerce technology – Servers • Includes tools for a company to set up its E-Business. • We will review IBM’s Web. Sphere Commerce Suite and Microsoft’s Commerce Server 2000 as examples of what one can get from state-of-the-art technology on Commerce Software. • They allow the setting of a generic E-Business without much knowledge of the web, XML, HTML, Java and the like. Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 19

ELECTRONIC COMMERCE SUPPORT SYSTEMS • WEB HOSTING SERVICES: provides large servers for Web sites of fee-paying customer • ELECTRONIC PAYMENT SYSTEM: using Web for electronic funds transfers, credit , smart & debit cards Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 20

Electronic Commerce Services • OPEN MARKET TRANSACT: customer authentication, order & payment processing, tax, multi-language customer service (Open Market) • INTERNET COMMERCE SERVER: integrates orders, inventory, customer service, payments (Oracle) Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 21

Electronic Commerce Software / Servers • ICAT: on-line catalog shopping, order placement (Icat) • Merchant. Xpert: : search tools, order management, tax, payment, logistics modules (Netscape) • Web. Sphere Commerce Suite (ex- NET. Commerce): merchant server supporting Secure Electronic Transactions protocol (IBM) • Microsoft - Commerce Server 2000 Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 22

Web. Sphere features • Single or multiple store and storefront support. • Scalability -- server and databases can run on one or more machines. • Multiple platform support -- from laptops to clusters of RS/6000 AIX machines; supports several operating systems including Windows NT (only platform supporting the Start Edition) and Unix (Solaris). • System integration support -- with existing systems and databases. • Dynamic page generation -- pages generated dynamically, revised when data change. • Supports multiple natural languages. • Product advisor support -- allows merchant to build a knowledge base of sales questions and answers Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 23

Web. Sphere capabilities • Customer buying groups -- allows some customization of what is offered to whom and at what price. • Reorders -- customers can reorder, instead of always ordering from scratch. • Customer enrolment • Buyer account administration • Product organization • Multiple navigation paths • Tax calculation function • Shipping selection and charges function Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 24

Web. Sphere START Web. Sphere Administrator Web. Sphere Server Commands Tasks Overridable fcns Macros Store creator Sample stores Site manager Store manager Template designer Payment Manager Dynamic Page Cache Web Server Lotus Go Domino Netscape Utilities Mass import DB cleanup. . . Firewall Suppliers Ε. Μ. Π. Shoppers Ι. Βασιλείου --- Electronic Commerce Merchants Servers --- 25

Web. Sphere PRO Supplier/Seller Business Systems Order mgmt Fulfillment Inventory Supply chain Pricing Sales tax Accounting Payment Supply Chain Interfaces EDI SAP R/3 Ε. Μ. Π. System Interfaces CICS IMS Product/Catalog Customer service Make to order Data mining Product Advisor Product exploration Catalog builder Sales assistant Product comparison Shopping metaphor Ι. Βασιλείου --- Electronic Commerce Servers --- 26

Commerce Server Evolution Value Proposition • B 2 B Sell-side Microsoft Merchant Server • B 2 C • Cart • Pipeline • Merchandising Merchant Server 1. 0 Fall ‘ 96 Ε. Μ. Π. • MS App Svcs • Analysis • Content Deployment Site Server 2. 0 Enterprise Edition Summer ‘ 97 • B 2 B • Req’n processing • Interchange Pipelines • Advertising • Int. Cross-sell • Usage Analysis • Membership • Auctions Site Server 3. 0 Commerce Edition Summer ’ 98 Ι. Βασιλείου --- Electronic Commerce • B 2 C Retail • E-market enabler • Business Analytics • Pipelines • Beyond Orders • Biz. Talk Server • Product Catalog • Targeted merchandising • Personalization • Empowered Business Mgrs Commerce Server 2000 Fall 2000 Servers --- 27

Commerce Server 2000 Capabilities • Comprehensive system for tailored e-commerce apps – – • Get to market faster – – • Profile & know your customers & trading partners Optimize the user experience & increase returns Tailor your order process & merchandising Easily manage millions of products Out-of-box B 2 C & B 2 B apps let you focus on tailoring, not plumbing Designed for extensibility Best-of-breed partners Integrate more easily through Biz. Talk Server & Host Integration Server Empower business managers to close the loop – – Ε. Μ. Π. 360 -degree business decision support beyond click-stream Real-time management to respond quickly, increase effectiveness Centralized management across the entire site Ensure only authorized resources have access Ι. Βασιλείου --- Electronic Commerce Servers --- 28

Commerce Server 2000 Product Catalog System Targeting System Commerce Server Manager Business Desk Business Analytics System Profile System Business Processing Pipelines System CRM / Other Apps Ε. Μ. Π. SQL Server Business Data Warehouse SQL Server LDAP ODBCSQL Server Products Campaigns Orders Ι. Βασιλείου --- Electronic Solution. Commerce Sites Profiles Servers --- 29

Commerce Server 2000 @ A Glance • • • Ε. Μ. Π. Administration – Commerce Server Business Desk – Commerce Server Manager 5 Integrated E-Commerce Systems – Profile System – Targeting System – Product Catalog System – Business Processing Pipeline System – Business Analytics System Development Tools – Solution Sites – Commerce Server SDK Ι. Βασιλείου --- Electronic Commerce Servers --- 30

Using. NET Enterprise Servers Development Customer Experience Integration Operations Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 31

Commerce Server Customers Key Elements Online Retail Sell-Side B 2 B • Personalized storefront • User management • Merchandising • Catalog management • Custom Catalogs • Business Analytics • Personalized storefront • User profiling • Requisitioning , PO support • Back office integration • Custom catalogs • Catalog management E-Market Enabler • Catalog management • Custom catalogs • User profiling/ management • Order processing • Supplier interchange Business Analytics • Closed-loop business analytics • Browserbased management • Advertising campaign management Customer Ε. Μ. Π. Ι. Βασιλείου --- Electronic Commerce Servers --- 32