Slides for plenary talk on "E-business: Why Join In?" given by Heidi Fraser-Krauss and Ester Ruskuc at the IWMW 2004 event held at the University of Birmingham on 27-29 July 2004. See http://www.ukoln.ac.uk/web-focus/events/workshops/webmaster-2004/talks/fraser-krauss/

1. University of St Andrews Business
E-Business why join in?E-Business why join in?
Heidi Fraser-Krauss Ester Ruskuc

2. University of St Andrews Business
OverviewOverview
• Definition
• Drivers
• St Andrews E-commerce system
• Transformation
• Managing transformation
• Conclusions

3. University of St Andrews Business
Definition of E-commerceDefinition of E-commerce
• Electronic commerce, or e-commerce, is defined
as making payments for goods and services via
the Internet using a debit or credit card.

4. University of St Andrews Business
External DriversExternal Drivers
• Customer expectations
– Self-service ( no queuing, control )
– Availability (24X7)
– Move with the times

5. University of St Andrews Business
Internal DriversInternal Drivers
• Streamline business processes and income
collection (system integration, human error)
• Job satisfaction
• Outsourced credit card transaction processing
• Review of merchant services and charges
• Elimination of foreign currency charges
• Move with the times

6. University of St Andrews Business
C u s t o m e r s
D e p a r t m e n t s
F i n a n c e S t a f f
S h o p p in g
B a s k e t
W o r l d P a y
P a y m e n t s
I n t e r f a c e
I n d e x :
- d a t a f l o w
- e - m a i l s
- u s e r s
- s y s t e m s
- w e b p a g e s
- f i n a n c e
s y s t e m s
W e b P a g e s
A p t o s
F e e s a n d
C h a r g e s
S t A n d r e w s E - c o m m e r c e S y s t e m

7. University of St Andrews Business Improvements
General FeaturesGeneral Features
• Web based
• Public face
• Available out of hours
• Unforgiving
• External dependencies
• Total reliance on technology
• Permanent existence of external drivers

8. University of St Andrews Business
What has been transformed?What has been transformed?
• Technology
• ‘Way of thinking’
– Processes
– Procedures
– Customer approach/interaction
• Approach to implementation

9. University of St Andrews Business
Approach to implementationApproach to implementation
• Scoping exercise
• Project organisation
H u m a n in te r f a c e U s e r sT e c h n ic a l s t a f f

10. University of St Andrews Business
Birth of Business ImprovementsBirth of Business Improvements
• Across University
• Varied skills ( project management,
technical,process re-engineering, facilitation,
system development, system administration)
• Dedicated resources
• ‘Internal consultancy’

11. University of St Andrews Business
ConclusionsConclusions
• Business benefits
• E-business a problem or opportunity?
• So why join in?
• Investment for the future ( web based
technologies)