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FULFILLING E-COMMERCE ORDERS AND OTHER EC SUPPORT SERVICES

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FULFILLING E-COMMERCE ORDERS AND OTHER EC SUPPORT SERVICES

EC EC


12

  • 1) 53630017

  • 2) 53630026

  • 3) 53630050

  • 4) 53630085

  • 5) 53630104

  • 6) 53630108

    ----------------------------------


:

  • (EC)

  • EC EC

  • EC

  • EC

  • (ERP)

  • EC

  • EC


()

  • Opening Case: Amazon.com

  • 12.1

  • 12.2

  • 12.3

  • 12.4

  • 12.5

  • 12.6


Opening CaseAmazon.com

  • 1995 Amazon.com , ,

  • Amazon.com 2 , , , Amazon.com


12.1

  • 12.1

    EC ( 10), ( 11), () B2C B2B 12.1

    DelphiGroup (delphigroup.com) : e-infrastructure, e-process, e-markets, e-content, e-communities e-services


Acquiring goods and service

  • EC ( 2A.1 97.) EC pull


Acquiring goods and service()

  • B2C pull model


  • 1)(order fulfillment)


()

2)(back-office operations)

3)(front-office operations)


Logistics

  • , (Logistics World 2008).


Logistics ()

E-Logistics

  • E-logistics EC B2C 12.2


Logistics ()


The EC order fulfillment process

  • Activity 1

    B2B (i.e., a credit card issue, such as Visa) B2C PayPal ( 11)


PayPal

https://www.paypal.com/th


()The EC order fulfillment process

  • Activity 2

    supplier


()The EC order fulfillment process

  • Activity 3

    ( Activity 5) digital logistic "" digital


()The EC order fulfillment process

  • Activity 4


()The EC order fulfillment process

  • Activity 5

    (, 2A 2) supplier supplier (subsuppliers supplier 2)


()The EC order fulfillment process

  • Activity 6

    , , , , , supplier 2 12.4


()The EC order fulfillment process

  • Activity 7

    amazon.com walmart.com Amazon.com , , Amazon.com stock


()The EC order fulfillment process

  • Activity 8

    B2B ( 12.1) e - mail ( RFID)


()The EC order fulfillment process

  • Activity 9

    $ 100 (Kuzeljevich 2004) logistics (Reverse logistics)


()The EC order fulfillment process

  • -- (Customer preferences) ( 19% ) e - mail (71% 51 )

  • -- (Types of service) shopping (, ) (, ) () (, )


()The EC order fulfillment process

  • -- (Problem resolution)

  • -- (Shipping options)

  • -- (Fraud protection)


()The EC order fulfillment process

  • -- (Developing customer relationship)

    ( 4, 10, 16)

  • -- (Agent profiling) win - win ,


Order fulfillment and the logistics process

  • EC

    EC 12.3


(The Administrative Activities of Order Taking and Fulfillment)

( 2009)

  • (Product inquiry) ---

  • (Sales quote) -

  • (Order configuration) ---

  • (Order booking) ---

  • (Order acknowledgment or confirmation) ---


()(The Administrative Activities of Order Taking and Fulfillment)

  • (Order sourcing or planning) ---

  • (Order changes) ---

  • (Shipment release) --- /

  • (Shipment) ---

  • (Delivery) ---

  • (Settlement) ---

  • / (Returns) ---


Problem in order fulfillment

  • 12.2

    1999 logistics B2C e-tailers e-tailers Toys "R" Us 14 e-tailers


Typical supply chain problem

  • EC EC EC


Why supply chain problems exist

EC

  • EC ,, ,, ( 6)


Third-party logistics suppliers (3PL)

  • PureEC logistics logistics logistics third-party logistics suppliers (3PL), logistics Amazon.com logistics logistics


AMAZON.COM

http://www.amazon.com/


(Bullwhip effect)

  • EC (Bullwhip effect) ( 6)


12.3

12.3

EC logistics brick-and-mortar e-tailers IT EC ( 6) EC

  • (Brick and Mortar) " (Off-line)"


Improvements in the order-taking activity

  • EDI , EDI / Internet , Intranet Extranet B2B supplier (VMI) 6


Warehouse management system (WMS)

  • EC (WMS): WMS Amazon.com


WMS Schurman Fine Papers

  • WMS Schurman Schurman 170 (Papyrus) 30000 Red Prairie Schurman 2 3 200 (500-1000 ) 2003 (SKU)


(Warehouse management system (WMS))

1)

WMS ( Dell)


(Warehouse management system (WMS)) ()

2)

Amazon.com EC / wallmart


(Warehouse management system (WMS)) ()

3)

RFID online File W 1.2.3 WMS RFID WMS 6 RFID RFID RFID


RFID


(Speeding delivery)

  • 1973 2008 6.7 70 EC


(Speeding delivery) ()

1) (Sameday, Even samehour, delivery)

1


(Speeding delivery) ()

2) (Supermarket deliveries)

Online File W 12.5 GRECERY WORKS


GRECERY WORKS

https://jobs2-wholefoods.icims.com/jobs/76357/job?iis=Indeed&iisn=Indeed&sn=Indeed


(Speeding delivery) ()

(A speedier superstore using a DriveIn model)

Auto Cart 15


(Speeding delivery) ()

(Failed delivery companies)

1 3 Webvan 1.2 () Kizmo.com

http://kizmo.com/


A&A Contract

http://www.aacb.com/


()

1)

BS FedEx B2C, B2B, G2B EC


()

2)

Outsouce National Semiconductor Outsouce



12.2 EC UPS


12.2 EC UPS ()

  • UPS

  • UPS 500 UPS 1 UPS


  • UPS UPS


(MASs)

  • mass customization ( ) (,)


  • 1 (Intelligent factorial) Siemens, IBM GE SelectronCorp Anterus

  • 2 mass customizationETSY ETSY


()Handling return(reverse logistics)

  • Boston Consulting Group (2001) EC


()Handling return(reverse logistics) ()

  • EC

  • 1)


()Handling return(reverse logistics) ()

  • 2)

  • 3) UPS FedEx FedEx

  • 4) ( UPS) BP () Wishlist.com.au Caltax Australia


()Handling return(reverse logistics) ()

  • 5)


B2B

  • 1) CSX Technology EC

  • 2)

  • 3) SupplyChainer.com (2006) 7


B2B ()


12.2 Diasy B2B

  • Daisybrand () Daisy Daisy


12.2 Diasy B2B ()

  • TIBCO BMP


  • ( , ) EC 12.3 Sundowner


E-Fulfillment

  • E-Fulfillment 1) 2) Rolling


E-Fulfillment ()

  • 1) (Merge in transit)

  • 2) Rolling(Rolling warehouse) () floating warehouse


12.3

http://www.agoda.co.th/pacific_ocean_and_australia/australia/bathurst/sundowner_motor_inn_hotel.html?type=1&site_id=1430286&url=http://www.agoda.co.th/pacific_ocean_and_australia/australia/bathurst/sundowner_motor_inn_hotel.html&tag=ced4ebe1-b5c8-4d7e-8817-8040c5e0345c&gclid=COLNq6PV-KoCFQslpAodqjh4Fg


12.3 ()

  • 24 1. 2. (PMS)

  • 1)

    2) PMS

    3)

    4)

    5) PMS

    6)


12.4

  • 12.3 ( Supplier )


(Enterprise resource planning (ERP))

  • (ERP)

  • ERP


ERP

  • ERP ERP EC SAP R/3 120


  • ERP

  • ERP SAP AG Oracle SAP ERP Microsoft, IBM

VS


ERP

ERP

  • (c-commerce, e-supply chain)

  • ( e-collboration)

  • ( B2B B2C)

  • ( e-payment)

  • ()

  • (e-supply chain)


ERP

  • /

  • ()

  • ()


ERP ... ()

  • ()

  • ()

  • ()


12.5 e commerce

Intelligent Agents (4) EC Web


IA

  • - . ,,,,

  • - . ,,

  • - . , ,

  • - . ,,,

    ----------------------------


(Payment)

  • 1. internet banking / Payment Gateway hyperlink website

  • 2. Micro Payment digital


(Payment) ()

  • 3. Inte EC ,

  • 4. ERP EC ERP

  • 5. EC


(Payment) ()

  • 6. EC EC

  • 7. Outsource EC EC Must.lack Outsource ASPs.sc.using


(Managerial Issues)

  • 1. EC , EC , ,,,, , EC


(Managerial Issues) ()

  • 2. amazon.com , ,, CPER


(Managerial Issues) ()

  • 3. ,,, , 3 Partner leverage amazon.com Egghead.com


(Managerial Issues) ()

  • 4.


(Managerial Issues) ()

  • 5. ,, EC

  • 6. EC EC ERP,SCM CRM B2B XML,EDI RosettaNet


(Managerial Issues) ()

  • 7. EC

  • 8. RFID RFID RFID RFID


EC (More EC support services)

  • adds a unique value-added sevices. 4 B2C B2C TRUSTe, BBB Ernst& B2C B2B


END


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