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An organization with which I am familiar with?has determined that its e-Business functions are not "cutting edge" and, thus, the organization is losing its competitive edge. The organization's business development department has done some preliminary market and competitive intelligence research and identified the following business projects that should be investigated:

a. Develop and implement a new website or enhance an existing website to include online catalog sales.

b. Develop and implement a new website or enhance an existing website to include customer service. This might include features for self-service or use of real-time customer support.

c. Develop and implement an EDI system to receive requirements/orders from large customers and send requirements/orders to vendors.

d. Develop and implement a new website or enhance an existing website to show real-time inventory available for sale and customer order status.

e. Develop and implement a new intranet-based system or enhance an existing intranet-based system that supports employee human resource features such as viewing/modifying benefits, payroll viewing and deduction modification, viewing/modifying 401(k) benefit, etc.

f. Add m-business capabilities to existing Internet infrastructure.

g. Add audio/video capabilities to existing Internet infrastructure

h. Add Internet-based advertising capabilities (e.g. pop-ups, banners, pop-overs, etc.).

i. Develop and implement a new website or enhance an existing website to support the organization's inside and outside sales force.

j. Develop and implement a new website or enhance an existing website to provide ERP capabilities.

k. Select your own. Based on your research, you may select a business requirement not already covered in this list (with instructor approval).

Each business requirement should be something that the organization either does not have or has but could improve with new technology. Review each business requirement to determine which ones your organization might implement. You must select at least two to be implemented. (If, based on your research, you identify a business requirement not on the list that would fit this project, you may select it with instructor approval.)

I need assistance doing a Business Requirements Analysis that clearly defines the two requirements and the rationale for your selection. Include all the use cases that an IT department would need to know about in order to analyze and design technology solutions for the requirements.

The use case is a technique for capturing system requirements. Use cases are scenarios written in regular (non-technical) terminology to describe how a system interacts with a user or another system. For example, a use case for an ordering process might include the following steps: (1) customer places order, (2) order requests item, (3) item bills invoice, (4) customer receives invoice, (5) customer sends payment, (6) payment closes invoice.

For example, one possibility would be to look at Dell.

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Solution Summary

An organization with which I am familiar with?has determined that its e-Business functions are not "cutting edge" and, thus, the organization is losing its competitive edge.

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The two requirements which I have selected from the list are as follows:

1) Develop and implement a new website or enhance an existing website to include customer service. This might include features for self-service or use of real-time customer support.

2) Add Internet-based advertising capabilities (e.g. pop-ups, banners, pop-overs, etc.).

Let us discuss each of these requirements one by one in detail.

1) Develop and implement a new website or enhance an existing website to include customer service. This might include features for self-service or use of real-time customer support.

In today's competitive and customer centric business environment, be it traditional brick and mortar business or e-business, Total Customer Satisfaction is the ultimate objective of any business entity. The key to success and growth in today's business world is to provide utmost satisfaction in terms to the customers and score ahead of competitors in terms of quality and customer service. Thus, in order to make the e-business of the company extremely customer friendly, it is necessary to upgrade or enhance the existing portal of the company with a dedicated section for providing customer service.

Organization can allocate a separate, easy to reach and easy to navigate customer service section on the web portal, whose link should be provided on the home page of the company's portal. The customer service section should be very easy to use and navigate and should be self explanatory to the customers in terms of using it effectively. Some of the most important points and features which should be kept while designing this section are:

1) This section should display multiple options to the customer to reach the company in order to resolve their queries, problems or communicate their grievances and suggestions. For example, company can display a ...

Solution provided by:
Sandeep Bardia, MBA
Education
  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
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