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Evaluating E-Business Applications Priorities: The E-Business Planning and Analysis framework
Abstract
An e-business planning framework is proposed here which links both in strategic and operations management to improve the online service quality of a manufacturing SME. Although a standard systems development lifecycle has been used in the overall approach, within the initial ‘systems analysis phase’ of this a unique combination of analytical tools is used that draws upon the Balanced Scorecard (BSC), Value Chain Analysis (VCA) and Quality Function Deployment (QFD); these are integrated into a practical ‘e-business analysis framework’. The paper also explains the use of the framework by using a practical case study based upon a manufacturing SME based in the UK. The company realised the impact that information technology can have on their business, especially on the potential benefits that e-business applications can offer. Therefore, the company has reviewed the value proposition it can deliver to its customers and business partners, its internal resource base, its levels of process maturity and the support information and technological systems using the ‘E-Business Planning and Analysis Framework’ (E-PAF). The result of this research gives a set of recommendations to help the company grow and become more customer focused whilst simultaneously increasing revenue and profitability principally via the deployment of new customer relationship management (CRM) technologies.
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