Thursday, June 12, 2008

How E-Commerce can reduce cycle time, improve employees' empowerment and facilitate customer support


Cycle time reduction means shortening the time it takes for a business to complete a productive activity from its beginning to end. E-commerce can reduce cycle time by eliminating steps in business processes. The steps may be redundant or can be replaced with more efficient technology solutions. the elimination of the steps speeds the overall process and reduces cycle time.

Alibaba.com (http://www.alibaba.com) is a global e-commerce powerhouse, and the largest e-commerce company in China. The company operates several e-commerce platforms that connect individuals and businesses from China, and around the world. Alibaba.com makes doing business easy, and even fun, enabling an interactive community of millions to meet, chat, search for products and trade online.

Sourcing online through Alibaba.com can cut the normal sourcing cycle by 75 percent, according to a new survey released at MAGIC 2006 by the world's largest online B2B marketplace for global trade. Alibaba.com members say it takes about three weeks to find the right trading partner and negotiate a deal through the website, compared to the average sourcing cycle of 3.3 to 4.2 months according to the Aberdeen Group. Alibaba.com reduces the souring time by bridging geographies and time zones and putting thousands of products and suppliers from around the world 24 hours a day, 7 days a week, 365 days a year in one easy-to-use location. In 2006, the Aberdeen Group on a global basis business could save approximately $1.7 trillion by deploying effective e-sourcing strategies with the emergence of Alibaba.com.

E-commerce allows the decentralization of decision making and authority via empowerment and distributed systems, but simultaneously supports a centralized control. Employee empowerment means giving employees responsibility and authority to make decisions regarding all aspects of product development or customer service to engage personnel in an e-business culture. It also provides greater and easier access to information provided by the employer. In e-commerce, your website is your sales office, showroom, supply chain hub, headquarters lobby and corporate image. Employees are empowered to update company's activities and provide guidance about the company and its products and services. They respond to customers' product information requests, answer their questions, and handle the complaints.

E-commerce facilitates customer support by providing a wide range of technological solutions and communication opportunities. Additionally, e-commerce supports self-help customer service so customer can answer their won questions. It also allow customers to see the full range of options available for a given product. Customers are then able to select the options that they desire and these options may be sent directly to the manufacturer or service provider. This provides a more direct link between the customer and the firm that will eventually fill their custom order.

In conclusion, e-commerce benefits consumers by providing them convenience, speed, cost, customization, personalization and communities. It benefits organizations by expanding the marketplace, creating a cost savings, improving business process and promoting interactivity. It also benefits society by improving the standard of living and delivery of public services.


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