E-commerce COM380

E-commerce

Lecture 9

Change management

E-commerce COM380

E-commerce

ObjectivesBy the end of the lecture students should:

– Appreciate the different types of change which require management for e-commerce

– Understand the need for an outline plan for implementing change in e-commerce

– Appreciate alternative approaches to organisational structure organisational change

E-commerce COM380

E-commerce

Change management

• Strategy implementation

• Change management

E-commerce COM380

E-commerce

Change management• Schedule• Budget• Resources needed• Organisational structures• Managing the human impact of change• Technologies to support e-business change

E-commerce COM380

E-commerce

Perspectives on e-business change• Market and business model

• Business process

• Organisation structure, culture and staff responsibilities

• Technology infrastructure changes

E-commerce COM380

E-commerce

Perspectives on e-business change• Management buy-in and ownership• Effective project management• Action to attract and keep the right staff to achieve

change• Employee ownership of change

E-commerce COM380

E-commerce

Scale of change

• Business process re-engineering

E-commerce COM380

E-commerce

Business process re-engineering• Fundamental rethinking

• Radical redesign

• Dramatic improvements

• Critical contemporary measures of performance

E-commerce COM380

E-commerce

Business process re-engineering

• Identifying the process of innovation

• Identify the change levers

• Develop the process vision

• Understanding the existing processes

• Design and prototype the new process

E-commerce COM380

E-commerce

Planning change

• Estimation

• Resource allocation

• Schedule/plan

• Monitoring and control

E-commerce COM380

E-commerce

Project plan and schedule

• Initiation

• Systems development lifecycle

E-commerce COM380

E-commerce

Prototyping

• Prototypes– Analysis– Design– Development– Testing and review

E-commerce COM380

E-commerce

Types of prototype• Throwaway prototyping

• Evolutionary prototyping

• Incremental prototyping

E-commerce COM380

E-commerce

Human resource requirements• Staff retention

• Outsourcing

– Outside-in– Inside-out

E-commerce COM380

E-commerce

Revising organisational structures • Ad-hoc activity• Focusing the effort• Formalisation• Institutionalising capability

E-commerce COM380

E-commerce

Managing human dimension of change• Achieving management commitment

– Degree leaders break from previous ways of working

– Significance and comprehensiveness of change

– Extent organisation head actively involved in change

E-commerce COM380

E-commerce

Managing human dimension of change• Achieving staff commitment

– Unfreeze present position

– Move quickly to new system

– Refreeze with new system as accepted part

E-commerce COM380

E-commerce

Organisational culture• Survival• Productivity• Human relations• Stability

E-commerce COM380

E-commerce

Knowledge management• What is knowledge?

– Knowledge management– Explicit knowledge– Tacit knowledge

E-commerce COM380

E-commerce

Objectives of knowledge management• Improving profit/growing revenue• Retaining key talent/expertise• Increasing customer retention/satisfaction• Defending market share against new entrants

E-commerce COM380

E-commerce

Objectives of knowledge management– Gaining faster time to market with products– Penetrating new market segments– Reducing costs– Developing new products/services

E-commerce COM380

E-commerce

Objectives of knowledge management• External structure initiatives• Internal structure initiatives • Competence initiatives

E-commerce COM380

E-commerce

Implementing knowledge managementLack of:• Understanding of KM and benefits• Employee time for KM• Encouragement in current culture of sharing• Incentives/rewards to share• Funding for KM initiatives• Appropriate technology • Commitment from senior management

E-commerce COM380

E-commerce

Implementing knowledge management

Technologies– Intranets – Communications techniques – Electronic document management systems– Expert systems

E-commerce COM380

E-commerce

Implementing knowledge management– Capturing knowledge– Interpreting knowledge– Deploying knowledge– Staff training– Measurement of impact of KM programme

E-commerce COM380

E-commerce

Risk management• Identifying risks• Identifying possible solutions • Implement solutions• Monitor risks

E-commerce COM380

E-commerce

Objectives– Appreciate the different types of change which

require management for e-commerce– Understand the need for an outline plan for

implementing change in e-commerce– Appreciate alternative approaches to

organisational structure organisational change