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Chapter 14

Chapter 14. Information Technology and e-Commerce. IT and the Manager’s Job. Increased demands placed on manager less clerical support more competition more pressure for innovation The wireless environment including WiFi (leads to continuous communication).

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Chapter 14

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  1. Chapter 14 Information Technology and e-Commerce

  2. IT and the Manager’s Job • Increased demands placed on manager • less clerical support • more competition • more pressure for innovation • The wireless environment including WiFi (leads to continuous communication)

  3. Positive Consequences of IT for the Manager • Improved productivity and teamwork • Increased competitive advantage • Enhanced business models (such as build in response to order) • Improved customer service and supplier relationships • Enhanced communication and coordination

  4. Positive Consequences of IT for the Manager, continued • Quick access to vast information • Enhanced analysis of data and decision making • Greater empowerment and flatter organization • Saved money through employee self-service • Monitoring work and employee surveillance

  5. Negative Consequencesof IT • Wasting time at the computer • Repetitive motion disorders • Deterioration of customer service • Dealing with baffled customers • Wired managerial workers • The encouragement of nonproductive multitasking

  6. The Impact of the Internet on External Relationships • Marketing (e-business) • Purchasing (more efficiently) • Changing of intermediaries (some brokers out, some in) • Enhancement of globalization • Integrating new and old economies • Living with increased visibility (such as blogs)

  7. The Effects of the Internet on Internal Operations • More effective work processes (such as uniform production and work streamlining) • Squeeze on profits and pressure toward cost control (buyers use Web to uncover cost information) • Data mining (finding hidden trends such as consumer buying habits)

  8. Success Factors in e-Commerce • Develop an excellent call center to allow for the human touch. • Keep customers informed about order progress. • Constantly monitor and update the e-business system. • Mix bricks and clicks (physical store and online)

  9. Success Factors in e-Commerce, continued • Develop a global presence (get local domain name, such as “uk” or “fr”) • Protect company against fraud • E-Crime and e-fraud are rampant • Identity threat frightens customers • Knock-off brands are abundant • Click fraud hurts advertisers on your Website

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