TABLE OF CONTENTS Table 6.3 presents a mapping of some of the online processes from the perspective of both clients and focal SMEs to the key infrastructure components employed in delivering each functionality. Table 6.4 summarizes the case examples of business scope transformation resulting from the successful management of Internet-based infrastructures in a number of online SMEs.
| Process/activity | Description | Key infrastructure components | |
|---|---|---|---|
| Client/stakeholders | Focal online enterprise | ||
| Information search and data transfer | View/scan web pages, navigate multiple and widely distributed sources, submit request for information, exchange information | Capture and process online activity of visitors, develop profiles of products and stakeholders |
|
| Selection and customization | Make choices, configure according to preferences, sample products, fill shopping basket |
| |
| Order placement and fund transfer | Fill out order form, provide details of credit/debit card, give details of preferred delivery location and date | Provide secure environment for online shopping and trading with partners, enable use of certificates and authentication procedures |
|
| Product delivery | Online tracking of package delivery | Provide use of tracking software, manage relationships with courier services contractors online |
|
| After-sales activities | Visit website to find out about product usage, upgrades and other offering, join user... |
