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1、Chapter 12Fulfilling merce Orders and Other EC Support ServicesCopyright 2010 Pearson Education, Inc. Publishing as Prentice HallLearning Objectives Describe the role of support services in electronic commerce (EC).Define EC order fulfillment and describe the EC order fulfillment process.Describe th

2、e major problems of EC order fulfillment.Describe various solutions to EC order fulfillment problems.12-1Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallLearning Objectives Describe the integration of enterprise systems and merce.Describe enterprise resource planning (ERP) and its

3、benefits.Describe intelligent agents as supporters of EC.Describe other EC support services.Discuss the drivers of outsourcing support services.12-2Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall12-3Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallOrder Fulfillmen

4、t and LogisticsAn OverviewACQUIRING GOODS AND SERVICESSellers need to acquire what they sell. They produce it if they are manufacturers. They buy it if they are retailers.They just refer buyers to sellers if they are intermediaries.12-4Copyright 2010 Pearson Education, Inc. Publishing as Prentice Ha

5、llOrder Fulfillment and LogisticsAn OverviewBASIC CONCEPTS OF ORDER FULFILLMENT AND LOGISTICSorder fulfillmentAll the activities needed to provide customers with their ordered goods and services, including related customer servicesback-office operationsThe activities that support fulfillment of orde

6、rs, such as packing, delivery, accounting, and logisticsfront-office operationsThe business processes, such as sales and advertising, which are visible to customers12-5Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallOrder Fulfillment and LogisticsAn OverviewlogisticsThe operations

7、involved in the efficient and effective flow and storage of goods, services, and related information from point of origin to point of consumptione-logisticsThe logistics of EC systems, typically involving small parcels sent to many customers homes (in B2C)12-6Copyright 2010 Pearson Education, Inc. P

8、ublishing as Prentice HallOrder Fulfillment and LogisticsAn OverviewTHE EC ORDER FULFILLMENT PROCESSActivity 1: Making sure the customer will payActivity 2: Checking for in-stock availabilityActivity 3: Arranging shipmentsActivity 4: InsuranceActivity 5: ReplenishmentActivity 6: In-house productionA

9、ctivity 7: Use contractorsActivity 8: Contacts with customersActivity 9: Returnsreverse logisticsThe movement of returns from customers to vendors12-7Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall12-8Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallOrder Fulfillm

10、ent and LogisticsAn OverviewThe Administrative Activities of Order Taking and FulfillmentProduct inquirySales quoteOrder configurationOrder bookingOrder acknowledgment/confirmationOrder sourcing or planning12-9Order changesShipment releaseShipmentDeliverySettlementReturnsCopyright 2010 Pearson Educa

11、tion, Inc. Publishing as Prentice HallProblems in Order FulfillmentTYPICAL SUPPLY CHAIN PROBLEMSWHY SUPPLY CHAIN PROBLEMS EXISTthird-party logistics suppliers (3PL)External, rather than in-house, providers of logistics services12-10Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallSo

12、lutions to Order Fulfillment ProblemsIMPROVEMENTS IN THE ORDER-TAKING ACTIVITYwarehouse management system (WMS)A software system that helps in managing warehousesOther Inventory Management ImprovementsAutomated WarehousesUsing Wireless Technologies12-11Copyright 2010 Pearson Education, Inc. Publishi

13、ng as Prentice HallSolutions to Order Fulfillment ProblemsSPEEDING DELIVERIESSame-Day, Even Same-Hour, DeliverySupermarket DeliveriesA Speedier Superstore Using a Drive-In ModelFailed Delivery Companies12-12Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallSolutions to Order Fulfillm

14、ent ProblemsPARTNERING EFFORTS AND OUTSOURCING LOGISTICSComprehensive Logistics ServicesOutsourcing LogisticsINTEGRATED GLOBAL LOGISTICS SYSTEMSFulfilling OrdersIntelligent FactoriesDistributed Mass Customization12-13Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallSolutions to Orde

15、r Fulfillment ProblemsHANDLING RETURNS (REVERSE LOGISTICS)Return the item to the place of purchaseSeparate the logistics of returns from the logistics of deliveryCompletely outsource returnsAllow the customer to physically drop the returned item at a collection stationAuction the returned items12-14

16、Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallSolutions to Order Fulfillment ProblemsORDER FULFILLMENT IN B2BUsing BPM to Improve Order FulfillmentUsing E-Marketplaces and Exchanges to Ease Order Fulfillment Problems in B2BOrder Fulfillment in Services12-15Copyright 2010 Pearson

17、Education, Inc. Publishing as Prentice Hall12-16Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallSolutions to Order Fulfillment ProblemsINNOVATIVE E-FULFILLMENT STRATEGIESmerge-in-transitLogistics model in which components for a product may come from two (or more) different physical

18、 locations and are shipped directly to the customers locationrolling warehouseLogistics method in which products on the delivery truck are not preassigned to a destination, but the decision about the quantity to unload at each destination is made at the time of unloading12-17Copyright 2010 Pearson E

19、ducation, Inc. Publishing as Prentice HallIntegration and Enterprise Resource Planningenterprise resource planning (ERP)An enterprisewide information system designed to coordinate all the resources, information, and activities needed to complete business processes such as order fulfillment or billin

20、gERPs StructureObjectives and Vendors12-18Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall12-19Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallIntegration and Enterprise Resource PlanningADVANTAGES AND BENEFITS OF ERP SYSTEMSMajor potential benefits of ERP systems

21、:Buyers can reach more vendorsPotential for substantial yearly savings to buyers from cost reductionFaster product/service look-up and orderingAutomated ordering and paymentFast access to detailed account historiesAbility to distribute, receive, and award contracts out for bid much fasterLink the bu

22、dget systemProvide easy access to trend dataEmpower departments to more closely measure program performance and results12-20Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallIntelligent Agents and Their Role in merceintelligent agent (IA)An autonomous entity that perceives its enviro

23、nment via sensors, and acts upon that environment directing its activity toward achieving a goal(s) (i.e., acting rationally) using its actuators12-21Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall12-22Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallIntelligent A

24、gents and Their Role in merceTypes of Agentssoftware agentsAutonomous software programs that carry out tasks on behalf of usersMajor types of software agentsSimple reflex agentsModel-based reflex agentsGoal-based agentsUtility-based agents12-23Copyright 2010 Pearson Education, Inc. Publishing as Pre

25、ntice HallIntelligent Agents and Their Role in merceMobile Agentsresident agentsSoftware agents that stay in the computer or system and perform their tasksmobile agentsSoftware agents that move to other systems, performing tasks there. A mobile agent can transport itself across different system arch

26、itectures and platformsmobilityThe degree to which the agents themselves travel over the network. Some agents are very mobile; others are not12-24Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallIntelligent Agents and Their Role in mercelearning agentsSoftware agents that have the c

27、apacity to adapt or modify their behaviorthat is, to learnA learning agent can modify its behavior in four ways:“Look over the shoulder” of the userProvide direct and indirect user feedbackLearn from examples given by the userAsk the agents of other users12-25Copyright 2010 Pearson Education, Inc. P

28、ublishing as Prentice HallIntelligent Agents and Their Role in mercemultiagent systems (MASs)Computer systems in which there is no single designer who stands behind all the agents; each agent in the system can be working toward different, even contradictory, goals12-26Copyright 2010 Pearson Educatio

29、n, Inc. Publishing as Prentice HallIntelligent Agents and Their Role in merceAPPLICATIONS OF SOFTWARE AND INTELLIGENT AGENTS IN MERCEMundane personal activitySearch and retrievalRepetitive office activityDecision supportDomain expertsData miningWeb and text mining12-27Copyright 2010 Pearson Educatio

30、n, Inc. Publishing as Prentice HallOther merce Support ServicesCONSULTING SERVICESOnline ConsultingDIRECTORY SERVICES, NEWSLETTERS, AND SEARCH ENGINES12-28Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallOther merce Support ServicesMORE EC SUPPORT SERVICESTrust ServicesTrademark and Domain NamesDigital PhotosGlobal Business CommunitiesAccess to Commercial DatabasesKnowledge ManagementClient MatchingE-Business Rating SitesSecurity and Encryption SitesWeb Research ServicesCoupon-Generating Sites12-29Copyright 2010 Pearson Educati