Дисертації з теми "Ebusiness"

The Internet and e-business has had enormous impact on many companies in Nigeria and there has been much research on how e-business influences the environment, but little can be found on how the environment of a developing country like Nigeria influences e-business. In e-business, technology tells the business what can be done in smarter ways. Technology not only can make business more efficient but also can make business more effective in targeting and reaching markets, however technology cannot enhance business in isolation as there are other vital factors that equally impact business. This thesis presents an adapted version of the PESTEL (Political, Economic, Socio cultural, Technology, Environment, and Legal) framework so called e-business PESTEL framework, as a method for structural analysis of macro environment forces in the future. In addition to this PESTEL framework, the Porter’s five forces model was employed to analyse the industrial forces that also influence MTNN e-business strategy. The main goal of this research is to give an overview of industry and macro-environment forces influencing the e-business strategy MTN-Nigeria and the impact of future developments. The research methodology was explorative and descriptive. A further method for future analysis of the macro-environments influences and a suggestion on how to incorporate it in this research work is given. The e-business strategy of MTNN consists of four areas: E-procurement, E-collaboration (CRM), Supply chain management and E-commerce. The influences found on macro-environments level are political and sociocultural forces and in the industry levels are bargaining power of customers and suppliers of its products and services .The most recommendations are that MTN-Nigeria should add e-business PESTEL framework described in this thesis to its e-business strategy check. Furthermore MTNN should include environment analysis more extensively in their e-business strategy approach as the factors in this research work shape the environment in which it carries out its business.<br>toks_philip@yahoo.com,adac06@student.bth.se,++447976105543

Thesis (Ph.D.)--Massachusetts Institute of Technology, Sloan School of Management, 2001.<br>Includes bibliographical references (p. 149-154).<br>This thesis presents two applications of the prototypical make-to-stock queue model that are mainly motivated by supply chain management and e-commerce issues. In the first part, we consider the decentralized version of the make-to-stock model. Two different agents that we call the supplier and the retailer control production and finish goods inventory level independently. The retailer carries finished goods inventory to service an exogenous demand and specifies a policy for replenishing his/her inventory from the upstream supplier. The supplier, on the other hand, chooses the capacity of his manufacturing facility. Demand is backlogged and both agents share the backorder cost. In addition, a linear inventory holding cost is charged to the retailer, and a linear cost for building production capacity is incurred by the supplier. The inventory level, demand rate and cost parameters are common knowledge to both agents. Under the continuous state approximation that the M/M/1 queue has an exponential rather than geometric steady-state distribution, we characterize the optimal centralized and Nash solutions, and show that a contract with linear transfer payments based on backorder, inventory and capacity levels coordinates the system in the absence of participation constraints.<br>(cont.) We also derive explicit formulas to assess the inefficiency of the Nash equilibrium, compare the agents' decision variables and the customer service level of the centralized versus Nash solutions, and identify conditions under which a coordinating contract is desirable for both agents. In the second part, we return to the centralized version of the make-to-stock model and analyze the situation where the price that the end customers are willing to pay for the good changes dynamically and stochastically over time. We also as- sume that demand is fully backlogged and that holding and backordering costs are linearly incurred by the manufacturer. In this setting, we formulate the stochastic control problem faced by the manager. That is, at each moment of time and based on the current inventory position, the manager decides (i) whether or not to accept an incoming order and (ii) whether or not to idle the machine. We use the expected long-term average criteria to compute profits. Under heavy traffic conditions, we approximate the problem by a dynamic diffusion control problem and derive optimality (Bellman) conditions. Given the mathematical complexity of the Bellman equations, numerical and approximated solutions are presented as well as a set of computational experiments showing the quality of the proposed policies.<br>by René Caldentey.<br>Ph.D.

Mestrado em Gestão de Sistemas de Informação<br>Analisamos a comercialização Online de alguns produtos e serviços bancários, e verificamos que a maioria dos clientes de eBanking são de um segmento alto, quer pelo seu nível de formação académica (81% com formação universitária) ou pelo seu nível profissional (51% são quadros superiores), e maioritariamente residem nas grandes cidades Lisboa e Porto. Pela análise das transacções realizadas pelos clientes nos produtos e serviços em estudo, verificamos um aumento significativo das transacções na Web (em 2007, 90% das transacções foram no canal Web), o que poderá indicar uma tendência de crescimento da utilização do eBanking. No entanto quanto analisamos os volumes financeiros, constatamos que os valores estão muito próximos entre o canal Web e o Offline, podendo indicar uma tendência de equilíbrio no que respeita aos volumes financeiros entre os canais. Ao nível dos Produtos Financeiros constamos que produtos tais como Depósitos a Prazo, Ordens de Bolsa, Fundos de Investimento e Transferências, estão massificados, ou seja já são operações regulares, e por isso deverão manter níveis elevados de adesão através do Canal Web. Os Produtos mais complexos tais como os Planos Poupança e Unit-Linked, ou com crédito associado como o Cartão de Crédito, ou outros produtos que estão de algum modo associados ao processo de abertura de conta (exemplo do Cartão de Débito), deverão manter os mesmos níveis elevados de transaccionalidade nos canais Offline. Apesar de poder vir a existir um ligeiro aumento, a médio prazo de transacções na Web dos produtos que actualmente são maioritariamente Offline, estes serão sempre produtos de maior complexidade, risco, necessitando de apoio pessoal, e por isso requerem aconselhamento e acompanhamento personalizado, sendo difícil atingir elevados valores de transaccionalidade no canal Web. Constatamos que produtos de baixo risco e complexidade são actualmente produtos bem aceites nos canais Web, no entanto também verificamos que com ferramentas de apoio, e disponibilização de informação detalhada na Web, outros produtos de média e até alta complexidade e risco podem ser adquiridos na Web, tais como Crédito, Plano Poupança, Cartões de Crédito e Seguros. Apesar de o eBanking ainda ser recente, demonstra já uma interessante adopção pelos clientes, mas ainda muito reservada a produtos de subscrição ou compra simples e de baixa complexidade. No entanto com maior investimento dos Bancos, na comunicação e informação, em ferramentas de apoio á decisão, na simplificação dos processos e principalmente com o apoio e incentivo dos canais Offline a utilização do canal Web poderá ser ainda maior. Constatamos que a crise financeira de Setembro de 2008 teve um grande impacto globalmente em 2008 quer na Web como Offline.<br>This work aims to analyze the online trade of a few banking products and services, and we came to the conclusion that most eBanking clients are top segment with high academic degree (81% with a university degree) , and professional level (51% are top management) and most of them are living in large cities. The customers trade analysis of such products and services in our study, show a significant increase of the Web transactions (in 2007, 90% of the transactions were Web), which may indicate a clear growing trend of the use of eBanking. However the Web financial amounts of all trades are very close to those Offline, indicating that maybe in the near future a balance of financial volumes between both channels. Financial products such as time deposits accounts, stock orders, investment funds and bank transfers are massively used and probably will have high levels of access through the Web channel. Complex products such retirement savings plans and Unit-linked or associated to credit, such as credit cards, or others products that are linked to the account opening process such as debit cards, will maintain the high levels of transactions in Offline channels. In the medium term we might foresee a slight increase in the Web transactions that are currently done Offline, however they will always have a higher complexity or risk or need for costumer relationship, requiring advice and follow-up. We noticed that low-risk products and low-complex ones, are now and in the future products well accepted in the Web channels, however we also see that with support tools, and detailed information available in the Web, other products with medium or high complexity and risk can be purchase in the Web, such as credit, retirement saving plans, insurance and credit cards. Despite the recent life of eBanking, it still shows an interesting adoption by the clients, but mainly reserved to subscriptions or purchases simple products with low complexity. With more investments in communication and information, decision support tools, simplification of processes and especially with the support and encouragement of Offline channels to use Web channel may be will be greater in the future. We notice also that the financial crisis of September, 2008 had a major impact worldwide in 2008 in the transactions numbers and financial amounts both in the Web and offline.

El presente proyecto se enfoca en las compañías responsables de interconectar diferentes organizaciones buscando facilitar la ejecución de transacciones financieras y de datos. Para ello, se ha tomado como objeto de estudio la compañía Visanet, adquirente de la marca Visa en el Perú, responsable de brindar un servicio transaccional que permita la aceptación de tarjetas Visa como medios de pago en diferentes puntos. Bajo este enfoque, la propuesta de este proyecto consiste en el desarrollo de una plataforma que le permita a Visanet centralizar las transacciones generadas desde los diferentes canales ofrecidos a sus clientes, además de facilitar la implementación de nuevos canales y productos. Esta plataforma estará implementada en la nube, aprovechando todas las ventajas y opciones que ofrece la misma, y será accesible desde dispositivos móviles. Para validar esta propuesta, se ha desarrollado un modelo de negocio basado en la metodología Lean Startup. Esta propuesta de modelo de negocio se plasmó en un Lean Canvas, el cual permite tener una visibilidad del negocio enfocado en el producto y en el mercado. Además, se construyó una versión básica del producto o MVP (producto mínimamente viable) a fin que pueda servir para que el dueño del producto valide la hipótesis y viabilidad de la plataforma. Para el desarrollo del proyecto, se aplicó el marco de trabajo ágil Scrum y algunas prácticas de Programación Extrema, las cuales en su conjunto permitieron afrontar los rápidos cambios de requerimientos que se presentaron durante el ciclo de vida del software. Considerando el marco de trabajo y las prácticas indicadas, se desarrollaron las iteraciones o sprints, documentando por cada uno de ellos respecto a las actividades realizadas, a los criterios de evaluación empleados para su aceptación, entre otros aspectos.<br>Tesis

Recent technological advances have resulted in increasingly larger databases. The fast and efficient useful analysis and interpretation of this data to improve business intelligence is critical to the success of all organisations. This thesis presents a new framework that utilises a new multilayer mining theory and is based on business intelligence methods, data mining techniques, online analytical processing (OLAP) and online transactional processing (OLTP). Existing decision making modelling approaches for executive information systems have three main shortcomings and limitations to different degrees: a) problems in accessing new types and new structures of data sources; b) failing to provide organizational insight and panorama; and c) generating excessive amount of trivial information. The hypothesis of this research is that a new proactive Multidimensional Multilayer Mining Management Model (5M) framework which is proposed in this thesis will overcome the shortcomings listed above. The 5M framework is made up of 6 components: (a) multilayer mining structures; (b) measurable objectives conversion models; (c) operational transaction databases; d) object-model data marts; (e) data cubes and (f) core analysis engine which analyse the multidimensional cubes, multilayer mining structures and the enterprise key performance indicators. The 5M framework was evaluated by developing an implementation of an instance of the framework called the Ebusiness Analytical Framework (EBAF). The 5M framework and the subsequent EBAF framework were built by carrying out action research and a case study in an ebusiness company where it was subject to implementation, reflection, adaptation and improvement in order to fulfil the requirements of the hypothesis and that of a real business. EBAF implemented all 6 components of the 5M framework using the Visual Studio environment and using various algorithms, tools and programming languages. The programming languages used included MDX, DMX, SQL, VB.Net and C#. Further empirical case studies can be carried out to evaluate the effectiveness and efficiency of the 5M framework.

The 21st century is an age of conducting business electronically. The benefits of dealing electronically with customers, suppliers, government and others is a fact that will continue the push towards further use of digital technology. This research work aims to address the following research question. How can a small to medium size enterprise (SME)etransform to be competitive in a globalised, rapidly changing, digital world? There are two components to this question; firstly the nature of competitiveness in a globalised environment, and secondly, the issue of how an orgaisation can etransform.The background material investigated at the initiation of this work can be broadly categorised into two types (1)theoretical possibilities; proposing 'potential' uses of internet technologies and (2)case studies reporting on existing ebusinesses. A detailed literature review of eBusiness was conducted to discover what made these organisations different from a traditional business. The next phase in this research work involved development of the eTransformation Roadmap, a tool that served two purposes. Firstly, to measure the current Information Technology sophistication of a business. Secondly, to show the steps that an organisation can take to become an eBusiness. The Roadmap was also used to analyse data collected from a survey of Western Sydney businesses. Overall, this research has provided a holistic view of how an organisation can transform itself to compete in a rapidly changing, digital world.<br>Doctor of Philosophy (PhD)

This PhD by published works explores recurring issues in the design and implementation of eLearning, eBusiness and eHealth infrastructure at scale. It takes a socio-technical systems perspective on recurring issues in design/implementation, drawing on qualitative and collaborative research over a decade. The topic is relevant to policy and practice in an increasingly digitally-mediated economy where costs and risks are high, and where the scaling of systems across multiple distributed communities reconfigures work practices in ways which have implications for implementation, for policy, for research and for professional development. The thesis reviews design and implementation problems that cut across these three domains and some of their implications in these areas. It draws conclusions about the importance of involving users more inclusively in the research, redesign and management process (a) as a means of ensuring more cost-effective design, and (b) as a vehicle for managing a change process that reconfigures, roles, risks and resource allocation. It contextualises the research in an extensive review of the literature, showing how evolving visions / paradigms have shaped the way technical and human infrastructures are aligned in system design - from closed systems through to more generative and open systems that leverage the local knowledge and agency of user communities to greater advantage. The publications contribute to the emerging body of literature on the alignment of the social and the technical in digital systems, the evolution of different paradigms, and the development of strategy in this regard. It is also intended to have more direct practical applied value in flagging the recurring socio-technical and socio-political issues that impact on the success of investments in IT in the public sector, and the potential for transfer of these experiences across domains and across regions.

This thesis investigated trust over the Internet to seek a better understanding of trust and ways to increase trust in online transactions. The focus of this investigation was consumer-to-consumer transactions at online auctions where key actors were virtually anonymous to each other. The perceptions of a broad range of online auction community members support this thesis. Normative and grounded theoretical perspectives of trust and factors that affected trust were considered, compared and contrasted as part of this research. Concept mapping and the Theory of Planned Behaviour (TPB) were used to underpin the grounded theoretical perspective of trust developed as part of this thesis. Online auction cases were selected and analysed to check the grounded theoretical perspective of trust developed. This thesis provided a better understanding of trust, provided new insights into trust and distrust, added to the body of theory for trust and identified ways to increase trust in online transactions. This thesis provided better understandings of: trust; moral obligations; network decision structures; power; fairness; and perceived behavioural controls at online auctions. A grounded theoretical model of trust based in TPB was developed that was specific to online auctions. This model of trust developed appeared to provide clearer and richer insights into online auction trust. The model of trust developed identified factors and constructs that affected trust rather than the magnitude of any affects. The model developed and findings of this thesis can be applied to new or specific online auction sites to help practitioners build better online environments to encourage more people to transact rather than just browse online. The grounded theoretical perspective of trust and findings of this thesis may be relevant to other online consumer-to-consumer transactional environments.

The purpose of this research is to explore project success factors and freelance marketplace characteristics that are critical to the success of software development projects on freelance marketplaces, while identifying important metrics to measure the success of software development projects on freelance marketplaces. This exploratory study is done from the point of view of the software development services buyer. Three methodologies were developed for the purpose of this research. First, a methodology for the definition of the freelance marketplace concept and the delimitation of the field of study was followed. Second, a methodology for sourcing opinions from blogs and self-published articles was created to mine information to complement the scant specialized literature on the subject of freelance marketplace characteristics and freelance marketplace project success factors. Third, a survey methodology was used as the main data collection instrument. The findings suggest that freelance marketplaces play the role of enabler of project success factors. The most important success factors are focused on product quality, project efficiency factors, cost control factors, and qualifications of the buyer. The most important metric to measure the success of software development projects on freelance marketplaces was quality in use.

The globalisation of communications has brought with it the ability to increase the efficiency of various business aspects of sport organisations. Although the use of the Internet may be seen as a promotional and strategic eBusiness tool, there is little empirical evidence or analysis of the influence of organisational strategy on Internet initiatives within sport organisations. Little is known about the nature and effects of eBusiness developments in voluntary sport organisations and the extent that various sport management constructs influence organisational strategy to deliver sport business growth. Most of the existing research on the subject has simply provided what amounts to check lists of desired outcomes, or descriptive analysis of use of the Internet by sport organisations. This study has sought to investigate factors that contribute to voluntary sport organisations in Western Australia developing online strategies. To do this it was necessary to define characteristics of online sport organisations and development of a framework through an extensive literature review. Using sport strategic types from the literature, 5 imperatives of sport organisation strategy were identified and used to assist in developing research questions for the study. Specifically, the research sought to investigate what computer technologies are currently being utilised by sport organisations, how the Internet was being used by sport organisations, what were the features of sport organisation websites, which strategic imperatives contributed to the development of online strategies, and how do these strategic imperatives contribute to the development of online strategies. The research utilised complementary methods incorporating both qualitative and quantitative measures. The study used descriptive methodology to report what actually happened whilst examining relationships between strategic imperatives and the sport organisations through case study analysis. The major methods of data collection were survey analysis and interviews with key stakeholders within the sport organisations. The use of computer technology by sport organisations, and the use and role of the Internet within sport organisations was investigated. This was followed by an exploration of the features and characteristics of sport 2 organisation web sites which was analysed and contrasted with previous studies. This survey analysis provided a starting point for the main part of the study that entailed interviews with a number of participants from volunteer sport organisations in Western Australia. Using an interview guide approach, participants provided responses grouped around strategic imperatives for sport strategy that included fundability, the size of the client base, volunteer appeal, support group appeal, and total costs. Phenomenological nodes that arose from the research based on the qualitative method were analysed using a statistical computer program, NUD•IST. Using a case study analysis, the study explored a number of themes and issues that emerged from the data which influenced the development of Internet strategies within sport organisations. These included themes of strategic capability, intermediation effects, financial aspects, the issue of control, as well as measuring value. A plan of strategic preparedness for the online sport organisation was subsequently developed utilising the themes and results that emerged from the data coupled with planning models identified from the literature. The results of this research have many implications for the voluntary sport organisation in maximising online innovations to drive sport business growth. At the conclusion of the thesis, extensive recommendations for further research are provided.

METU-Online, a distance education tool developed and maintained by Middle East Technical University (METU) Informatics Institute, can be defined as Customer-to-Business-to-Customer (C2B2C) e-business. In this thesis, a new design and improvement of this system based on Customer Relationships Management (CRM) is presented. With this approach a CRM system is designed, an organizational change is recommended, customercentered business processes are improved to a certain extend, a CRM data warehouse is broadly defined and a basic reporting system is designed. The result of a system analysis of METU-Online, methods used in this analysis, and the CRM model and the recommended design are presented.

The leading effort for creating a standard semantic basis for business documents to solve the electronic business document interoperability problem came from the UN/CEFACT (United Nations Centre for Trade Facilitation and Electronic Business) Core Components Technical Specification (CCTS) through a conceptual document modeling methodology. Currently, the main challenge in using UN/CEFACT CCTS based approaches is that the document artifacts are stored in spreadsheets and this makes it very difficult to discover the previously defined components and to check their consistency. Furthermore, businesses need to customize standard documents according to their specific needs. The first XML implementation of UN/CEFACT CCTS, namely, Universal Business Language (UBL) provides detailed text-based descriptions of customization mechanisms. However, without automated tool support, it is difficult to apply the customization and to maintain the consistency of the customizations. In this thesis, these problems are addressed by providing an online e-business document design and customization environment, i.e. iSURF eDoCreator, which integrates the machine processable versions of paper-based UN/CEFACT CCTTS modeling methodology and UBL customization guidelines, accompanied with an online common UN/CEFACT CCTS based document component repository. In this way, iSURF eDoCreator environment aims to maximize re-use of available document building blocks and minimize the tedious document design and customization efforts. The environment also performs the gap analysis between different customizations of UBL to show how interoperable is the compared document models. The research leading to these results has received funding from the European Community&#039<br>s FP7/2007-2013 under grant agreement n&deg<br>213031, the iSURF Project.

The purpose of this research is to explore the business strategies of a firm seeking to develop and profitably market a mobile smartphone application to understand how small, digital entrepreneurships may build sustainable business models given substantial market barriers. Through a detailed examination of one firm’s process to try to commercialize their mobile app, we identify various business model decisions and marketing strategy approaches that hindered the company’s efforts. The case study describes two distinctly different business models adopted in succession, as well as the various adjustments the firm makes to its target market, distribution and pricing approach that led to their current strategy. This research looks closely at business-to-business-to-consumer distribution arrangement for mobile apps and in doing so challenges the rising positive bias that exists for the app store as the dominant actor in the mobile value chain. For practice, this paper suggests unanticipated hurdles small digital entrepreneurs may face if they rely heavily on mobile advertising and the app store to launch and sustain their business.

La reputación, es un factor clave en las relaciones vendedor-consumidor Online, sin embargo, la diversidad de medios y el poder que la tecnología ofrece a sus usuarios, provoca la necesidad de más investigaciones científicas para entenderla en profundidad (Chouliaraki & Morsing, 2010). De manera paralela, aunque el concepto y definición de “crisis reputacional” en los medios clásicos ha sido tratada ampliamente en la literatura científica (Fink, 1986; Barton, 1993:2; Fearn-Banks, 2001:2), estudios más recientes muestran una falta de conocimiento en la composición, y en cómo reaccionar especialmente en aquellas crisis derivadas de campañas por internet (Potter, 2007; Hannah, 2009; Kurtz, 2009; Wigley & Zhang, 2011). La Investigación propuesta pretende contribuir a la investigación académica sobre “marketing en Internet” y específicamente sobre “comportamiento del usuario online”, “reputación” y “visibilidad estratégica”. Estas líneas de investigación que abordamos, forman parte de las siguientes prioridades de investigación del Marketing Science Institute establecidas para el periodo 2012/2014: - Profundizar en la persona en su rol de consumidor. - Estudiar la confianza entre las personas, sus instituciones y redes sociales. - Profundizar en organizaciones de marketing y sus capacidades. Y también formaron parte de siguientes prioridades de mismo instituto en el periodo 2010-2012: - Estudiar la involucración del cliente mediante el entendimiento de su comportamiento y la experiencia de usuario. - Identificar oportunidades usando la información de mercado generada por la tecnología. El presente estudio tiene por objeto evaluar si los diferentes eslabones de la cadena de mando conocen y tienen la misma percepción sobre los componentes y elementos que influyen en la proyección exterior de las compañías. De este modo pretendemos generar directrices que contribuyan a la mejora de los planes de comunicación interna de las compañías.

Small and medium enterprises in Nigeria rarely use eCommerce, which has led to lagging market shares and profitability compared to firms in other countries that use eCommerce. Approximately 90% of boutique fashion businesses shut down their businesses due to the inability to operate outside their business location. The social exchange theory was used in this multiple case study to explore how some small business owners in the boutique fashion industry use eCommerce to improve product marketing and profitability in Nigeria. The target population for this study was 5 fashion boutique owners based in Lagos State, Nigeria with a significant record of profitability by using eCommerce in product marketing. The data collection was through semistructured face-to-face interviews with 5 business leaders; each from different fashion boutiques in Lagos. Data collected was first coded to maintain confidentiality of participants, the digital recordings was transcribed into a Microsoft word document, and Nvivo 10 software was used to analyze and generate emerging themes. The data analysis was supported by methodological triangulation and member checking to enhance the credibility and trustworthiness of the interpretations. Two of the themes that emerged from the study were generating sales to improve profitability and strategic store locations. Use of eCommerce may contribute to social change through an increase in successful startups, increased employment, and the positive impact such companies have in the societies and communities they operate. Leveraging eCommerce may enable small- and medium-sized enterprise leaders to operate sustainable businesses.

The 21st century is an age of conducting business electronically. The benefits of dealing electronically with customers, suppliers, government and others is a fact that will continue the push towards further use of digital technology. This research work aims to address the following research question. How can a small to medium size enterprise (SME)etransform to be competitive in a globalised, rapidly changing, digital world? There are two components to this question; firstly the nature of competitiveness in a globalised environment, and secondly, the issue of how an orgaisation can etransform.The background material investigated at the initiation of this work can be broadly categorised into two types (1)theoretical possibilities; proposing 'potential' uses of internet technologies and (2)case studies reporting on existing ebusinesses. A detailed literature review of eBusiness was conducted to discover what made these organisations different from a traditional business. The next phase in this research work involved development of the eTransformation Roadmap, a tool that served two purposes. Firstly, to measure the current Information Technology sophistication of a business. Secondly, to show the steps that an organisation can take to become an eBusiness. The Roadmap was also used to analyse data collected from a survey of Western Sydney businesses. Overall, this research has provided a holistic view of how an organisation can transform itself to compete in a rapidly changing, digital world.

El desarrollo sostenible de las zonas urbanas es un reto de alto interés a nivel mundial. En los años 70 nadie podía haber pensado en la información como un activo de nuestra sociedad. Hoy en día las nuevas tecnologías ponen a nuestro alcance una ingente cantidad de recursos impensable para manejar todos los datos generados por la ciudad. Una gestión adecuada de la ciudad dependerá del continente, de la cantidad y de la naturaleza de los datos y de los recursos e infraestructuras a tener en cuenta. Esto es el inicio de lo que puede hacer cambiar el concepto actual de ciudad permitiendo una mayor conectividad e interacción autónoma, sin intervención humana, entre todos los servicios que caracterizan un núcleo urbano, aproximándonos de este modo a lo que sería la 'ciudad inteligente' o SmartCity. Para desarrollar este concepto, una característica de gran importancia que debe tenerse en cuenta es la movilidad de los elementos que la componen y le dan vida, pues es aquello que permite el día a día en el núcleo urbano. Un elemento muy importante en este contexto es el vehículo eléctrico (FEV, 'Full Electric Vehicle'), por todas las razones que vemos en nuestro trabajo. Para una adecuada puesta en marcha del FEV es necesario integrarlo con el resto de infraestructuras que influyen en la movilidad en la ciudad. Esto permitirá hacer realidad ese nuevo modelo urbano inteligente que pretendemos alcanzar y que es nuestro futuro. Nuestro trabajo ha consistido en investigar y diseñar una solución de interoperabilidad que gestione la utilización del FEV en un entorno urbano, aprovechando las infraestructuras existentes, optimizando los recursos de que disponemos, e integrando las posibilidades de comunicación que las TIC nos ofrecen. Nos planteamos dos objetivos en nuestro trabajo, el primero de los cuales es integrar y poner en marcha el FEV en la SmartCity. Para ello hemos necesitado estudiar las partes más relevantes de un sistema de información centralizado para controlar la autonomía del FEV en la SmartCity, prever la demanda de energía a la red (es decir, estimar la energía total que tendrá que disponer inicialmente la red para atender la posible demanda de energía), controlar la disponibilidad neta de energía en las estaciones de carga de la red y finalmente diseñar el proceso de gestión activa de la demanda que permita optimizar el consumo energético y los precios. Por otra parte, el segundo de nuestros objetivos consiste en estudiar cómo los factores que intervienen en la movilidad dentro de la SmartCity pueden garantizar que el desplazamiento del FEV se lleve a cabo según lo planificado y con ello integrar adecuadamente los FEV en el sistema de movilidad urbano. Es decir, se trata de integrar el entorno de gestión del FEV, estudiado en la primera parte, con el entorno externo al FEV en la SmartCity, proporcionando así una solución global al problema de integración del FEV en el nuevo ecosistema de ciudades europeas. Para ello se requiere optimizar la interacción entre el FEV y los servicios de información meteorológica, de tráfico y de movilidad en la ciudad como son el transporte público, el estacionamiento y el alquiler (e-sharing), además de una necesaria estrategia de predicción del tráfico para la toma anticipada de decisiones.<br>Sustainable development of urban areas is a challenge of highest interest at global level. Never before could anyone have thought of the information as an asset of our society. The advent of the new technologies have provided us with a huge amount of unthinkable resources to manage the data generated by the city and make urban areas evolve. Nowadays a proper management of the city will depend on the continent, the amount and nature of the data and the resources and infrastructures to be taken into account. This is the beginning of what will make the current concept of city change. The new model of the city we will face is due to a higher connectivity and interaction, without human intervention, among all the services that determine an urban centre. This is an approach to what would be the 'intelligent city' or SmartCity. To develop this concept, a feature of paramount importance is the mobility of the elements that form it and make it live, as it is what supports the daily routine in the urban model. A very important element in this context is the electric vehicle (FEV, 'Full Electric Vehicle'), for all the reasons we see in our work. For a proper launching of the FEV it is necessary to integrate it with the rest of infrastructures that influence the mobility in the city. Our work has consisted of researching and designing an interoperability solution to manage the use of the FEV in the urban landscape. The first of our goals in this work is to put the FEV in place into the SmartCity. To achieve it, it is required to study the most relevant parts of a centralised information system in order to manage the vehicle autonomy, the energy demand in the city, the energy availability in each charge station and a user interface to communite with the system. Moreover, the system will be able to manage, in a proactive way, the needs of the network in order to optimise costs and improve efficiency. On the other hand, the second of our objectives is to study how the factors involved in the mobility within the SmartCity can ensure that FEV mobility is carried out as planned and, with it, conveniently integrate the FEV in the urban mobility system. In other words, our aim is to integrate the FEV management landscape, studied in the first part, with the other agents of mobility into the SmartCity, thus providing a comprehensive solution to the problem of integration of the FEV in the new European cities ecosystem. This requires optimizing the interaction between the FEV and the meteorological information, traffic and mobility services in the city such as public transport, parking and e-sharing, in addition to a necessary traffic forecasting strategy for the early decision-making.<br>El desenvolupament sostenible de les zones urbanes és un repte d'alt interès a nivell mundial. Fins els anys 70 ningú podia haver pensat en la informació com un actiu de la nostra societat. Avui en dia les noves tecnologies posen al nostre abast una ingent quantitat de recursos impensable per a gestionar totes les dades generades per la ciutat. Una gestió adequada de la ciutat dependrà del continent, de la quantitat i de la naturalesa de les dades i dels recursos i infraestructures a tenir en compte. Això és l'inici del que pot fer canviar el concepte actual de ciutat permetent una major connectivitat i interacció autònoma, sense intervenció humana, entre tots els serveis que caracteritzen un nucli urbà, aproximant d'aquesta manera el que serà la 'ciutat intel·ligent 'o SmartCity. Per desenvolupar aquest concepte, una característica de gran importància que cal tenir en compte és la mobilitat dels elements que la componen i li donen vida, ja que és allò que permet el dia a dia al nucli urbà. Un element molt important en aquest context és el vehicle elèctric (FEV, 'Full Electric Vehicle'), per totes les raons que veiem al nostre treball. Per a una adequada posada en marxa del FEV cal integrar-lo amb la resta d'infraestructures que influeixen en la mobilitat a la ciutat. Això permetrà fer realitat aquest nou model urbà intel·ligent que pretenem assolir. És sense dubte el nostre futur. El nostre treball ha consistit en investigar i dissenyar una solució d'interoperabilitat que gestione la utilització del FEV en un entorn urbà, aprofitant les infraestructures existents, optimitzant els recursos de què disposem, i integrant les possibilitats de comunicació que les TIC ens ofereixen. Ens plantegem dos objectius en el nostre treball, el primer dels quals és integrar i posar en marxa el FEV a la SmartCity. Per a això hem necessitat estudiar les parts més rellevants d'un sistema d'informació centralitzat per controlar l'autonomia del FEV a la SmartCity, preveure la demanda d'energia a la xarxa (és a dir, estimar l'energia total que haurà de disposar inicialment la xarxa per atendre la possible demanda d'energia), controlar la disponibilitat neta d'energia a les estacions de càrrega de la xarxa i finalment dissenyar el procés de gestió activa de la demanda que permeti optimitzar el consum energètic i els preus. D'altra banda, el segon dels nostres objectius consisteix a estudiar com els factors que intervenen en la mobilitat dins de la SmartCity poden garantir que el desplaçament del FEV es dugui a terme segons el planificat i amb això integrar adequadament els FEV en el sistema de mobilitat urbà. És a dir, es tracta d'integrar l'entorn de gestió del FEV, ja estudiat en la primera part, amb l'entorn extern al FEV a la SmartCity, proporcionant així una solució global al problema d'integració del FEV en el nou ecosistema de ciutats europees. Per a això es requereix optimitzar la interacció entre el FEV i els serveis d'informació meteorològica, de trànsit i de mobilitat a la ciutat com són el transport públic, l'estacionament i el lloguer (e-sharing), a més d'una necessària estratègia de predicció del trànsit per a la presa anticipada de decisions.<br>Fernández Pallarés, V. (2018). Interoperabilidad en el futuro ecosistema europeo de ciudades inteligentes [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/106365<br>TESIS

碩士<br>國立成功大學<br>製造工程研究所<br>89<br>EBusiness is viewed as one of the most promising strategies for industries and governments to meet global competition in the era of “Networked Knowledge Economy”. The implementation of eBusiness involves technologies of management, engineering and information, and is highly dependent on the characteristics of the implementation domain and the business processes of target enterprise. Due to the increasing agility and complexity of enterprises, as well as the rapid change of electronic and information technologies, the implementation of eBusiness itself becomes one of the most difficult challenges. To meet the challenge, in this research a concept of “implementing eBusiness using eBusiness approach” is proposed for eBusiness implementation. That is to integrate information, knowledge, resources and value-added activities for eBusiness implementation through enterprise alliance of eBusiness venders and the integration of electronic based eBusiness supply chain. The concept can be realized and the goals of eBusiness can be achieved through development of an eBusiness common platform that can coordinate the eBusiness implementation activities and integrate the resources, information, and knowledge to quickly respond to customer requirements. The eBusiness common platform includes functions for information, knowledge, and resource sharing, the mechanisms for vertical and horizontal integration of eBusiness implementation activities, and the functions for implementation project management. The common platform will help the venders to promote (1) the capability for eBusiness implementation, (2) the enabling technology for eBusiness environment development, and (3) the capability for integration of eBusiness supply chain. It will consequently facilitate the effectiveness of eBusiness implementation and thus help both the eBusiness venders and industries to increase competitiveness.

碩士<br>長榮大學<br>經營管理研究所<br>92<br>Abstract E-business Enterprise refers to those ones that adopt digital technology and Internet as primary communications medium to reengineer their business practice and operation process, and furthermore strengthen the enterprises capacity. E-business Enterprise Reengineering means that Enterprises use information technology as their framework to create knowledge and perform overall reforms. The purpose of this study is to establish an E-business Reengineering methodology for the enterprise to integrate all its available resources (e.g. human resources, facility, finances) to reengineer itself. And then the transformed company could make use of its newly business model to increase its competitive, capability, and productivity. This Methodology separates the Steps to E-business Reengineering into four stages. First stage is to conduct industry analysis, the second stage is to plan and design the e-business environment, the third is to establish the e-business infrastructure and environment, and the last one is to perform e-business and continuously improve the process. Each stage includes its own approaches, methods. And when each stage is closed, outputs would be generated (such as forms or lists). In addition, training is also a critical factor for successfully reengineering the e-business. This thesis selects a case of an e-business enterprise which use this Methodology as it business reengineered model. This enterprise follows these four steps stated above to reengineer its process and practices every stage approaches and methods. After its applying this mode, I did a gap analysis between before and after applied. I found that there were truly lots of qualitative and quantitative improvements. Therefore, this methodology may really works in some Taiwan e-business enterprises, and could be seemed as a good approach for them to re-reengineer its own process.

碩士<br>國立中山大學<br>企業管理學系研究所<br>90<br>The more and more competitive the commercial world is because of the market is opener and globalize. In the traditional age, the core competitive power of the enterprise was the organization of the enterprise, then as the days passing by, the suppliers and partners joined the group. However we should include the customer relationship into the new values network of the business. Due to the e-commerce technology develops the prosperous business world and brings new economic model and competition, the traditional ways to develop the new customers , aggrandize and keep the old customers are not enough to add values to the enterprise , enhance the loyalty of customers and the value of the customers. Therefore the enterprise needs some new models, systems and methods which are suitable for the e-commerce era, in order to run the business in the competitive and variable markets. We have to take different strategies according to the environment and the goals of the enterprise. The objective of this research is to evaluate the customer value of the customer relationship management via e-commerce attributes and the customer relationship management via the case study of using dispatching services of the human resource. In Taiwan, There are not so much related articles found in discussing about what customers value factors affect the business, and how they appear. I try to sketch the outlines of the research way by the value focused thinking method and the customer value way via the local dispatching industry through the method.

碩士<br>銘傳大學<br>管理科學研究所碩士在職專班<br>90<br>The Study of eBusiness Model of Online Brokerage Student： Ming-Jeh Cheng Advisor： Dr. Juin-Cherng Lu Abstract The booming of the internet allows customer interaction 24 x 7, which results in new business models across all the industries and brings Electronic Commerce (EC) into a new era. To improve service quality, customer satisfaction and strengthen company competitive strategy, enterprise needs to conduct E-Commerce into their business operation. Securities industry faces the same transformation. Due to the immaturity of infrastructure in Taiwan, comparing with those pioneers in USA, most of the E-Commerce in securities are still in groping stage. Besides, joining WTO has made securities brokers, banks and insurance companies to transform their business in a form of assets management company (AMC) or financial holding company to operate in near future. To face the challenge of new business operation, how to reorganize company’s structure and management become an important subject for securities brokers in Taiwan. After analyzing local and foreign securities industries, this study is based on two representative online brokerage---Charles Schwab and Polaris to do research. Through service items, competitive strategy, innovation of Information Technology(IT), differentiation competitiveness and Customer Relationship Management(CRM), analyzing the framework of online brokerage and the products & services which they provide, this study attempts to derive the value of EC & CRM and comes out the future direction of online brokerage. This study reveals that : 1. The meaning of E-Commerce of Securities Brokers 2. The future trend of Securities Brokers in Taiwan 3. The suggestion of E-Commerce operation for Securities Brokers 4. The matter for attention of government supervision organizations

碩士<br>元智大學<br>資訊管理研究所<br>93<br>The key development of e-Business is establishing an integrated application system for the enterprise. The important issue of integrated application systems is to work with information systems. It also promotes better efficiency, coordination and support between departments, and creates the new business values. Since e-Business integrates information systems and business procedures with e-Business application system, the revolutionary impact both inside and outside of organization. As a result, the operation model re-design is very important and it makes a corporate re-exam itself. This research conducts field interviews on high-technology industry in Taiwan. Through case studies on developing e-Business, we can understand that how they apply operation model re-design in the industry and the following points are concluded to be the references afterward. In the progress of constructing e-Business, it is necessary to apply Operation Model Re-design. The goal of this research is to investigate the relationship between e-Business effect and operation model after carrying out e-Business. In this case, there are nothing change of the operation model in OEM and ODM after adopt Information technology. But, network technology enhance the information interaction and also facilitate the operation of OEM and ODM. In supplier management, enterprise connect with suppliers individually before adopting network technology. It can make suppliers gathered with effectively managed transaction platform. Through process planning team, enterprises that re-design business process and operation model better during both planning and system-developing phases get greater performance after carrying out e-Business. It is important to analysis business process and operation model in the planning phase if a corporate chooses developing by itself. Since the e-Business development. The higher is the re-design with business process and operation model, the greater e-Business performance will be.

碩士<br>國立臺灣科技大學<br>工業管理系<br>97<br>Since some countries have made a reciprocal tariff alliance, Taiwan Government proposes a series of measures to avoid Taiwan to be brought into the edge and promote Taiwan district type economic position in the world. The most important one proposed by Taiwan Government is “the Action Project of Enterprise Operational Headquarter”. Taiwan Government provides good fundamental construction and some special deduction treaties to attract Taiwan business people to select Taiwan as the home base of multinational enterprise Headquarter. The main operation mode for these enterprises is to set up a base in Taiwan as the global supply chain center. However, enterprise is always facing one problem that how to promote the additional value of global supply chain. Through literature review, many researches focus on manufacture supply chain management but not in design chain management. Hence, this research is to focus on front side process development and to develop global logistic system through information technology. It is the enterprises’ goal to rely on the sharing of the resource and integration of operational processes to promote enterprise overall competition. In this research, we will make analysis and improvement on current processes through three main frameworks and five methods of Design-Chain Operations Reference-model. And we will define three operation processes as follows for re-reform as per operational modes. 1. New Product Development operation Process 2. Engineering Change Operation Process 3. After Service Operation Process Finally, this research make 12 items of conclusions and 2 points of suggestions to which the enterprises are good at end side of manufacture and procurement supply chain management in undertaking projects in the future. We hope to make well connections on front-end design, manufacture and procurement supply chain management to promote product market share and achieve customer satisfaction.

Vortal is the leader in electronic platform operations for public and private market contracting in Portugal and one of four international reference points in electronic public contracting. In 2004, after having achieved a wealth of private market experience acquired through electronic market operations within the construction sector through its brand Econstroi, Vortal launched a new brand, vortalGOV, which is specifically aimed a the public sector and indeed the first ever electronic public tender in Portugal was launched through this Vortal platform. In 2008 a new public contract law came into force directing all entities linked to electronic contracting platform use to formalise pre-contracting. Furthermore, that same law specified that platforms should not charge the economical operators, the suppliers, any fees to access their basic services. In other words, revenues from the Public eTendering platforms should only come from public entities awarding the contracts. In 2009, order to meet these new legal requirements, Vortal launched its free Universal service. In 2010, Vortal decided to contract the services of a specialist company to carry out a satisfaction survey of its Universal clients. The Vortal Board of Directors sought to evaluate possible scenarios for the development of the public sector market drawing on the experience the company had acquired in the private market. The vortalGOV case study aims to stimulate reflection on the innovation surrounding the legal limitations of business operations, based on an analysis of customer value.<br>A Vortal é a empresa líder na operação de plataformas electrónicas de contratação nos mercados público e privado em Portugal e uma das 4 referências internacionais em Contratação Pública Electrónica. Com uma vasta experiência no mercado privado, adquirido através da operação do mercado electrónico para o sector da Construção, o econstroi, a Vortal lançou em 2004 o vortalGOV, para o sector público. O primeiro concurso público electrónico em Portugal foi lançado através da plataforma da Vortal. Em 2008 foi publicada a nova lei dos contratos públicos que obriga todas as entidades vinculadas à utilização de plataformas electrónicas de contratação pública para formalização dos procedimentos de pré-contratação. Esta mesma lei indicada ainda que as plataformas não poderiam cobrar qualquer valor aos operadores económicos, os fornecedores, para acesso aos serviços básicos das mesmas. Isto é, as receitas das plataformas de contratação electrónica seriam apenas provenientes das entidades públicas adjudicantes. Para fazer face a esta contingência, a Vortal lançou logo em 2009 o serviço Universal, gratuito, de acordo com todos os requisitos da lei em vigor. Em 2010 a Vortal decidiu solicitar os serviços de uma empresa especializada para fazer um inquérito à satisfação dos seus clientes Universais. A Administração da Vortal pretende avaliar os cenários possíveis para desenvolver o mercado do sector público a partir da experiência adquirida no mercado privado. O caso de estudo do vortalGOV pretende estimular uma reflexão em torno da inovação em torno de limitações legais à operação do negócio, em função da análise de valor para o cliente.

Knowledge management is a prerequisite for eBusiness and its increasing client centric focus. To operate in an eBusiness environment, an organisation has to have a good command of knowledge on its markets, customers, products and services, methods and processes, competitors, employee skills and its regulatory environment. This is due to the fact that organisations can, with the advent of eBusiness, do business electronically, seamlessly across the globe, via the Internet and via intranets, which has caused an explosion of the richness and reach of information and knowledge. Knowledge management systems are now essential to ensure that value is extracted from knowledge internal and external to the organisation. eBusiness also broadens an organisation’s customer base due to the possibility of operating globally through electronic means. Customer relationship management in the global and digital economy has therefore forced organisations to rethink the ways in which they build relationships with a broadened customer base. Customer relationships cannot take place without knowledge management. To enable organisations to become more efficient and effective in delivering products and services to customers, knowledge on customers will have to be managed to ensure that the services organisations provide are those that will address customer needs. To date the role of knowledge management in eBusiness and customer relationship management has not been formally defined. It is critical for organisations to understand the role of knowledge management in eBusiness and customer relationship management to enable them to manage and leverage knowledge as a corporate asset that supports the organisation’s business strategy and operating model, and therefore the execution of the strategic intent of the business. This study defines the nature of the role of knowledge management in eBusiness and customer relationship management and secondly the value that knowledge management can add to eBusiness and customer relationship management. It tests the validity of this role and value proposition of knowledge management in eBusiness and customer relationship management, as defined by the researcher, in the South African context. Questionnaires were sent to large South African corporates where knowledge management has been implemented. The Diagnostic Management Application Profile (DMAP) tool was customized for this purpose. Respondents of the questionnaires cover a variety of South African Industries, including insurance, banking, telecommunications and professional services. This study makes a contribution to the understanding of the inherent nature of knowledge management, as concept in its own right, or as concept within a eBusiness or customer relationship environment. This study also contributes in understanding how knowledge management is perceived and applied in the South African market, given the advent of eBusiness and customer relationship management. The final contribution that this study makes is in understanding that knowledge management in South Africa has its own unique challenges, e.g. with reference to literacy levels and level of technology application, and that knowledge management programmes cannot be carbon copies from systems and programmes in Europe and the USA.<br>Thesis (DPhil (Information Science))--University of Pretoria, 2006.<br>Information Science<br>unrestricted

碩士<br>國立臺北大學<br>企業管理學系碩士在職專班<br>90<br>In this fast changing Internet business environment, all the enterprises have to face the a problem: how to adjust company structure and the way doing business to cope with the variable unpredictable global competition. After we enter WTO, we have to not only face the difficulty of economy slow down, but also bear the pressure from global competition. Hence, under the trend of “being a internet enterprise”, all the enterprises need to adjust the business goals and strategies to catch up with the real world. And eBusiness is the key for enhancing business core competence. The major companies in the world now are aware of the importance of eBusiness strategies. Among the eBusiness enterprise, most of the strategies focused on Enterprise Resource Planning, and then are the Customer Relationship Management, Knowledge Management, corporate’s web site, and eCommerce System. Due to the limitation of manpower and resources, the above will be conducted based on the urgency of necessity to the enterprise. To those transnational companies, the challenge is how to build up the system to each branch office around the world. The purpose of this study is to develop a procedure and method (Numismatic Model) for building up eBusiness system into transnational companies and their branch offices in a effective and efficient way. So the enterprise can be transformed into a more competitive one among their competitors.

碩士<br>國立中正大學<br>資訊管理學系<br>90<br>In recent years, managers exert aggressively to develop e-business positively to gain maketshare and sustainable competitive advantage. In the past researchs, IT Infrastructure that consists of both physical and human IT assets is a kind of strategic resource that influenced competitive advantage of firms. This study base on resource-based theory of the firm to analysis value-creating of flexibility IT infrastructure. The purpose of this paper is to understand the relationship between flexible IT infrastructure, Core Competencies and Competitive Advantages when domestic firms want to carry out the e-business. Expecting the result of this research can meet enterprise’s need. The main objective of this study is placed on domestic top 1000 enterprises listed in the Commonwealth Magazine. Data were collected through mailed questionnaire from top 1000 enterprises. During the spring of 2002, 1000 questionnaires were mailed. In the end, there are 139 copies of effective retrieved questionnaires that make a 13.9% effective questionnaire retrieved rate. The result of the study shows the ratio of IT infrastructure investment in Taiwan companies generally less than U.S.A. But in recent years, we can find firms emphasize on information-oriented gradually such as the increasing number of IT staffs and IT facilities investment. After factor analysis, three factors in measuring flexibility IT infrastructure were identified:（1）IT employee management skills；（2）IT employee technology skills；（3）IT integrate and modulate. Applying the multiple regression analysis to examine the research hypotheses, the conclusions of this study were discussed:

Trabalho de projecto de mestrado em Engenharia Informática, apresentado à Universidade de Lisboa, através da Faculdade de Ciências, 2008<br>Numa altura em que a banca começa a virar-se pela primeira vez para o CRM, o Banco BEST implementa a sua segunda geração desta tecnologia de suporte a um novo paradigma de negócio. São novas as exigências do mercado, onde a exibilidade é palavra de ordem: tanto para a oferta como para os serviços. É com este foco no cliente que se salienta a importância de um bom CRM, performante, adaptado às especificidades do negócio e dinâmico. O exponencial crescimento do Banco BEST, bem como a saturação do mercado nacional, impõem um roadmap distintamente orientado para a globalização. É esta nova abordagem que levanta novos desafios a uma gestão da relação com o cliente, como sejam a multilíngua, os standards ou os câmbios. A tecnologia Siebel tem dado provas enquanto plataforma CRM para negócios de grande porte. Tendo-se implementado esta tecnologia no Banco BEST de um modo inédito, que em muito supera o tradicional front-offce alargando as suas funcionalidades às de front-end e back-offce, optou-se por manter o Siebel que suporta todas as grandes áreas funcionais do Banco e actualizá-lo. O modo nada convencional de desenvolver Siebel, bem como a sua ubiquidade em todas as TI que suportam este banco electrónico, produzem desafios inéditos no historial desta tecnologia. A equipa, de relativa pequena dimensão, tem no seu âmago uma atitude dinâmica, inovadora e desprendida de preconceitos, que põe à prova as clássicas boas práticas na gestão de projectos. A Novabase, que ajudou a fazer nascer o Banco BEST, foi mais uma vez o parceiro escolhido para este grande projecto. Esta relação com um cliente especial exige o máximo das ferramentas à disposição do consultor, onde as aptidões comummente chamadas de Soft Skills são imprescindíveis a uma aplicação prática das competências técnicas.<br>In such times when banking is approaching CRM practices for the first time, Banco BEST is implementing its second generation of this new business paradigm supporting technology. New market demands are in scope, where flexibility is the keyword: when it comes to the offer or to how services are provided. The importance of a good CRM platform comes to a highlight, which has to be of performance, adapted to business specifications and dynamic. Banco BEST's exponencial growth, as well as internal market saturation, impose a clearly globalization oriented roadmap. It is this new approach that raises new challenges when it comes to costumer relationship management: may it be multilingual features, standards or currency exchanges. Siebel technology has given proofs as a CRM platform for large dimension businesses. Having Siebel technology already implemented at Banco BEST in such an unseen manner, that largely trespasses the traditional front-office, providing frontend and back-office features, it has been chosen to maintain Siebel to support all the Bank's major functional areas and upgrade it. The Siebel developing unconventional ways, as well as its ubiquity all over the IT that supports this online bank, produce new challenges to this technology historic. The team, relatively small dimensioned, has in its core a dynamic, innovative and unbiased attitude, that challenges the classical good practices of project management. Novabase, that helped to give birth to Banco BEST, was once again the chosen partner for this huge project. Such a relationship with this special client, gives place to high usage of consulting tools, where the commonly called Soft Skills are essential to put to practice the technical know-how.

This thesis interrogates the suitability of wireless technologies to implement an eBusiness infrastructure in Micro and Small Enterprises (MSEs) in developing countries, particularly in Kenya. A research model was developed based on literature and information obtained from a pilot study. The proposed model extended Task-Technology Fit with two core constructs from the Unified Theory of Acceptance and Use of Technology. A preliminary study was conducted to refine the proposed model and inclusion of any variables limiting the suitability of wireless technologies as MSEs’ eBusiness infrastructure. The proposed model was empirically tested using data collected using a survey questionnaire and five descriptive case studies on MSEs in Kenya. A proportionate stratified random sampling method within well defined geographic clusters was used to collect data from 570 MSEs. The constructs were assessed for reliability, validity and exploratory factor analysis using SPSS and validated via a confirmatory factor analysis using Structural Equation Modeling with AMOS maximum likelihood method. Most Kenyans live in rural areas of the country with no access to mainstream technologies and a considerable digital divide exists, particularly between the urban and rural areas. This necessitated an intra-country comparison of access and use of wireless technologies in rural and urban MSEs in implementing an eBusiness infrastructure. The results of the intracountry comparisons indicate that while there are indisputable similarities in usage and perception of barriers and benefits of using wireless technologies to implement eBusiness infrastructure between the rural areas and urban centers in Kenya, there are also considerable differences. The relationships among the research model constructs were different depending on whether the sample was rural or urban. However, the differences between rural and urban MSEs’ ratings of the proposed research model constructs were not statistically significant. The study finds that there are evident positive performance impacts on MSEs that use wireless technologies for their eBusiness infrastructure and that the research model fit well with the data collected. The results also indicate that Task-Technology Fit and Usage directly and significantly affect organizational performance while Performance Expectance, Social Influence and Task-Technology Fit were significant determinants of Usage. Among the three proposed barriers of Security Risks, Affordability and Performance Risks, only Performance Risks had a significant negative effect on Usage. Finally, the study’s results, theoretical, managerial and policy implications are discussed and recommendations for future research given.<br>Thesis (Ph.D.)-University of KwaZulu-Natal, Westville, 2010.

碩士<br>銘傳大學<br>資訊管理研究所<br>89<br>The Internet is not only helping the booming dot-com companies lead in development of the market but is also revolutionizing the traditional business model; the cyber war is on. In some ways, all dot-com companies have quite similar running modes, yet not everyone in the cyber market is successful. The on-line bookstore, Amazon.com, founded by Jeff Bezos in July of 1995, which gone public in May of 1997, has over 20 million customers, with 76% showing tendency to be repeat buyers. Its market ranges over 160 countries; its book titles reach over 4.7 million; and its sales revenue grows 50% on average every season. In 5 short years it has reached third place in the U.S. book sellers’ market after Barnes & Noble and Borders. But the on-line bookstore in Taiwan, www.books.com.tw, has not had the same success as Amazon. It was founded a year later than Amazon by Terry Chung, who has Computer Science and Business Administration master degrees and now has just over 200 thousand book titles. This study investigates the reasons for totally different results, one is successful and the other not. The research shows us the several reasons for the disparity. The first reason is that the two on-line bookstores are in totally different market environments; the second one is that two stores have different business models; and the business resources they can use are different. For an on-line store to run business well, it must have an abundance of business resources, appropriate business model and be in a good environment. These three factor will enable the players in the cyber market to implement more creative and risky strategies, hire more talented employees, and develop a suitable business model. This research will make some contribution to Taiwan’s existing or prospective on-line businesses. The results may enable the government to develop strategies for assisting national e-business development.

碩士<br>國立臺灣科技大學<br>資訊管理系<br>94<br>Since people are getting aware of their health and the quality of their leisure life, Sports-Leisure Industry (SLI) has growthed rapidly in Taiwan. Apparently, SLI is facing global competitions from international companies. However, the previous studies have neglected the e-business issues of SLI. Therefore, this study aims to discuss the process and the future trends of e-business and provide the insights of how e-business improve the performance and competition of SLI. By employing a case study of Taiwanese health club, our findings show that: (1). Due to the unique industrial characteristics, the transformation process of e-business in SLI is more complicated than other service industries. Therefore, more effors in obtaining professional information, investments, and works are needed. (2). In terms of marketing and customer aspects, the MIS orientation needs to be focused on the customer side, rather than on the financial side. For example, the companies in SLI need to develop the customer-oriented executive system and customer relationship knowledge system. (3). The key elements for a successful e-business transformation of SLI may include the followings: (1) use the new information technologies to create new strategy, (2) aware of the change of the environment, (3) set up a clear workflow system, a flat organization structure, and a learning organization, (4) assure the decision of organization adjustment and ensure the transformation target, (5) understand the influcnec of CEO’s leadership and the participations of IS directors, and (6) develop the information systems fits wiht the organization’s requirements. (4). The strategies for a successful e-business transformation in SLI may include the followings: (1) well use of innovative technologies, (2) establish a standard but flexible workflow, (3) open-minded and integrated thinkings, (4) develop customer oriented products, and (5) increase cooperation’s profitability and compatibility. The conclusions of this study not only can be applied to other helath clubs, but also contributed to the companies in SLI.

Trabalho de projecto de mestrado em Engenharia Informática, apresentado à Universidade de Lisboa, através da Faculdade de Ciências, 2008<br>Numa altura em que a banca começa a virar-se pela primeira vez para o CRM, o Banco BEST implementa a sua segunda geração desta tecnologia de suporte a um novo paradigma de negócio. São novas as exigências do mercado, onde a exibilidade é palavra de ordem: tanto para a oferta como para os serviços. É com este foco no cliente que se salienta a importância de um bom CRM, performante, adaptado às especificidades do negócio e dinâmico. O exponencial crescimento do Banco BEST, bem como a saturação do mercado nacional, impõem um roadmap distintamente orientado para a globalização. É esta nova abordagem que levanta novos desafios a uma gestão da relação com o cliente, como sejam a multilíngua, os standards ou os câmbios. A tecnologia Siebel tem dado provas enquanto plataforma CRM para negócios de grande porte. Tendo-se implementado esta tecnologia no Banco BEST de um modo inédito, que em muito supera o tradicional front-offce alargando as suas funcionalidades às de front-end e back-offce, optou-se por manter o Siebel que suporta todas as grandes áreas funcionais do Banco e actualizá-lo. O modo nada convencional de desenvolver Siebel, bem como a sua ubiquidade em todas as TI que suportam este banco electrónico, produzem desafios inéditos no historial desta tecnologia. A equipa, de relativa pequena dimensão, tem no seu âmago uma atitude dinâmica, inovadora e desprendida de preconceitos, que põe à prova as clássicas boas práticas na gestão de projectos. A Novabase, que ajudou a fazer nascer o Banco BEST, foi mais uma vez o parceiro escolhido para este grande projecto. Esta relação com um cliente especial exige o máximo das ferramentas à disposição do consultor, onde as aptidões comummente chamadas de Soft Skills são imprescindíveis a uma aplicação prática das competências técnicas.<br>In such times when banking is approaching CRM practices for the first time, Banco BEST is implementing its second generation of this new business paradigm supporting technology. New market demands are in scope, where flexibility is the keyword: when it comes to the offer or to how services are provided. The importance of a good CRM platform comes to a highlight, which has to be of performance, adapted to business specifications and dynamic. Banco BEST's exponencial growth, as well as internal market saturation, impose a clearly globalization oriented roadmap. It is this new approach that raises new challenges when it comes to costumer relationship management: may it be multilingual features, standards or currency exchanges. Siebel technology has given proofs as a CRM platform for large dimension businesses. Having Siebel technology already implemented at Banco BEST in such an unseen manner, that largely trespasses the traditional front-office, providing frontend and back-office features, it has been chosen to maintain Siebel to support all the Bank's major functional areas and upgrade it. The Siebel developing unconventional ways, as well as its ubiquity all over the IT that supports this online bank, produce new challenges to this technology historic. The team, relatively small dimensioned, has in its core a dynamic, innovative and unbiased attitude, that challenges the classical good practices of project management. Novabase, that helped to give birth to Banco BEST, was once again the chosen partner for this huge project. Such a relationship with this special client, gives place to high usage of consulting tools, where the commonly called Soft Skills are essential to put to practice the technical know-how.

Dissertação de Mestrado em Gestão/MBA apresentada à Universidade Aberta<br>O vinho verde é um vinho ímpar no mundo. Isso deve-se sobretudo às suas características próprias, influenciadas quer pelo clima, quer pelo relevo da região demarcada. A sub-região do Lima é a subregião a ser investigada. A investigação patenteada, tem como intuito compreender como os produtores da região demarcada do vinho verde utilizam a Internet, se de uma forma comercial ou apenas informativa. No desenvolvimento da investigação, é analisado como o e-commerce provoca transformações em vários níveis. Contudo é de frisar que num mundo cada vez mais célere, os novos modelos tecnológicos provocam uma redução dos custos e uma maior capacidade de captar e de fidelizar clientes de várias partes do mundo. Através desta investigação, foi-nos permitido compreender que o vinho verde tem vindo a crescer a passos largos, quer em termos nacionais quer em termos internacionais. No entanto, em relação a outros países, assiste-se a uma certa renitência por parte de alguns empresários quanto à utilização do e-commerce. É de salientar que essa ferramenta, a internet, tem vindo a afirmarse cada vez mais como um pilar importante na internacionalização das Organizações. Entretanto, será relevante uma alteração de ideias e postura por parte de alguns empresários, mais conservadores e relutantes a mudanças.<br>The “vinho verde” is unique. This is mainly due to its own characteristics, influenced both by climate or topography of the Demarcated Region. The sub-region of Lima is the subject to be investigated. The following research is aimed to understand how the producers of the “green wine” Demarcated Region, uses the Internet. Whether on a commercial or just an informative way. In this research development, is analyzed how the e-commerce causes changes at various levels. However, is to point out that in this world, where new e-models causes a progressive costs reduction, a greater ability to attract and retain customers from various parts in the world is the target and the high gain. It is understood in this research that “green wine” has been growing by leaps and bounds, both nationally and internationally. However, in relation to other countries, are witnessing a certain reluctance by some employers, regarding the use of e-commerce. It should be noted that the internet has established itself increasingly, as an important pillar in the internationalization of Corporations. Meanwhile, will be important that a significant new ideas and change procedures occur, with some entrepreneurs more reluctant to change.

O ecosistema da economia digital fornece inúmeras pesquisas e modelos conceituais que visam a descriçao do padrão da adoção de tecnologia digital de diversas empresas. No entanto, de acordo com estudos existentes, percebemos que estão faltando modelos de referência de e-business para as pequenas e médias empresas (PME), que apoiem a concepção e adoção de negócios digitais adaptáveis às tecnologias. Com base na literatura e ferramentas relacionadas existentes, exploramos uma abordagem adaptativa e independente de tecnologia para propor um modelo de referência de conceção de ebusiness para PMEs em diversos contextos de negócios, baseada em arquitetura empresarial. A nossa proposta integra técnicas de gestão comuns e a prática de arquitectura empresarial, com vista a apoiar os decisores das PME na concepção e implementação de e-business. A prosposta compreende três principais facetas inter-relacionadas, partindo da 1) anáise situacional para a determinação dos fatores motivadores e barreiras do ambiente do negócio; seguida pela 2) avaliação da prontidão da PME com base na existencia de estratégia digital, catalogo de motivatores e propostas de modelos de negócios, e culminando com 3) a faceta de implementação com base em arquitetetura de e-business. Sendo que as duas ultimas facetas formam os componentes chave do perfil da PME. Ademais, incorporase a quarta faceta de arquitetura de soluções de e-business, seleção e aplicação baseados no ambiente das PMEs. No estudo assumimos uma abordagem prática, propondo e demonstrando a aplicação de ferramentas que apoiam o processo de concepção no contexto real de negócio para as diferentas facetas do nosso modelo<br>Through the digital industry and economy, we find countless researches providing conceptual models aiming to depict digital technology adoption by different businesses. However, according to existing studies, we found that SMEs lack an e-business reference modelling framework that supports the design and adoption of digital-enabled business models. Therefore, we exploit an adaptive and technology-independent approach to propose an Enterprise Architecture (EA) based e-business reference modelling framework for SMEs in diverse business contexts. Our framework comprises mainly of three interrelated building blocks, starting with the 1) situational analysis to determine the motivating factors for change and barriers of the business environment; followed by SMEs profiling. The SMEs profiling embodies the 2) SMEs’ readiness depiction based on the existence of digital strategy, digital-value drivers’ catalogue, and business models proposals; and culminates with the 3) description of the implementation based on e-business architecture. In addition, a fourth building block is incorporated into the framework for eBusiness solutions architecture, selection, and deployment into the current SMEs' business context. In this study, we assume a practical approach, proposing and demonstrating the application of tools that support the conception of an SMEs´ e-business in the business context in all the different facets of our framework