File: e-Business.PPT 1 Yogi Schulz Project Management e-Business projects create new issues r Accelerate delivery r Create a memorable experience r Achieve

File: e-Business.PPT 1

Yogi Schulz

Project Management

e-Business projectscreate new issues

Accelerate delivery

Create a memorable experience

Achieve high performance

Implement impenetrable security

Smooth settlement and fulfillment

Operate round-the-clock support

“With these ideas you can

succeed

and still sleep in your cubicle!”

NewTopic

Heads up !


Yogi Schulz

Project Management

TopicObjectives

Recognize that e-Business projects introduce new risks and issues

Build an understanding of successful solutions for addressing these new risks and issues

Embrace new project management

skills and techniques


Yogi Schulz

Project Management

Accelerate DeliveryBad

Ponderous work is bad:– How many more focus groups will look at the page mockups?

– Enough design documentation; when do I see a prototype?

– Aren’t you over-doing the status report document?


Yogi Schulz

Project Management

Rapid application development is good:– Don’t skip over requirements

– Use the new web-oriented development tools

– Include performance & security at design

– License applications and/or components

– Re-use objects

– Don’t skimp acceptance testing; don’t test in production

Use systems analyst to document

Accelerate DeliveryGood

HTML and CGI are not enough

Acquire from rich selection

Minimize development from scratch

Ensures robustness

Consider scalability and securitySSLCertificatesEncryption

Reference Sections 1 - 12


Yogi Schulz

Project Management

Develop Multiple ReleasesConcurrently

ManySmallReleases

FewLargeReleases

R1 - DevelopmentR1 - Test

R1 - Production

R2 - Development

R1 - Develop

R1 - Test

R1 - Production

R2 - Develop

R2 - Test

R2 - Production

R3 - Develop

R3 - Test

R3 - Production

R4 - Develop

R4 - Test

Time1

1 2 3


Yogi Schulz

Project Management

Benefits in Concurrent Releases

Achieves earlier production availability of release 1

Produces earlier/faster discovery of:– refined business requirements

– appropriate elements of an effective design

– community reaction to web site

Makes it easier to deflect scope pressure to add functionality to current release

Flattens project resource utilization curve

Responds to pressure for accelerated delivery

“I’ll figure this out as soon as I get

dressed!”


Yogi Schulz

Project Management

Requires attention to method and architecture

Issues in Concurrent Releases

Requires multiple development environments

Demands superior:– version control software

– development processes

– team maturity/expertise

Creates temptation to make releases too small

Requires management of more concurrent tasks

Increases cost of development


Yogi Schulz

Project Management

Computing Environment for Concurrent Development

Application

Server

Database

ProductionTestDevelopment

Web

Server

Application

Server

Database

Web

Server

Application

Server

Database

Web

Server

Presentation

Application

Data

Promotion Direction


Yogi Schulz

Project Management

Small Release Examples

Now we can reach prospects overseas easily

We can finally show our products visually

Enhanced security is building customer confidence

Our customers now see up-to-the-minute inventory data

Higher capacity server/network is improving performance

Our customer service chat room is improving responsiveness

Improved settlement is accelerating order delivery

Our E-mail notification is increasing sales

Small,

fast

releases


Yogi Schulz

Project Management

TestingRemains Important


Yogi Schulz

Project Management

H & R BlockCase Study

Form into groups

Read the Business Week article– April 17, 2000, page 200

List major issues/difficulties:– tactical

– strategic

Brainstorm solutions to:– solve immediate problems

– strengthen the product/service offering

What would you recommend as a project manager?


Yogi Schulz

Project Management

Create a Memorable Experience Bad

Boredom & frustration are bad:– These giant, gaudy graphics are distracting

– I’m lost; where do I go from here?

– This content is superficial and dated

– What dull looking pages

– I wonder if anyone ever responds to the Help buttonPlease wait

Please waitPlease wait

Please waitPlease wait

Please wait

Loading . . .

. . . Gone!


Yogi Schulz

Project Management

Create a Memorable Experience Good

Providing reasons to return is good:– Deliver on the three “C’s

– Insist on an ease-of-use design

– Measure business success

Reference Sections 29 - 36

"The big factor we see is that online consumer

expectations are continuing to rise.

Users are becoming more savvy as to what

they should expect."

Larry Freed, CEO of ForSee Results Inc.


Yogi Schulz

Project Management

Deliver on the three “C’s

Compelling Content

Sense of Community

Effective Commerce

Compelling Content Up-to-date

Accurate

Detail on request

Appropriately illustrated

Tuned to audience perspective

Thought provoking

Entertaining

Attractive

Cross-linked

Today’s events; tomorrow’s plans

Check for errors; mis-information

Create smiles & laughs

Organize into small chunks

Display small pictures

Optimum detail; complexity

Catchy; maintain attention

Visually appealing

Support multiple access paths

See Reference Section 25


Yogi Schulz

Project Management

Shared values

Benefits in returning

Ability to contribute

Support/advice

Communication

Privacy

Offer chat rooms; post discussion

Sense of Community

Provide opinion on shared issues

Update content; change offerings

Respond to e-mails

Maintain contact

Respect & guard personal information



Yogi Schulz

Project Management

Straight-forward purchasing

Reasonable; not excessive

Reasonable shipping & handling

To bricks & mortar; easy shipping

Deliver sufficient value

Effective Commerce

Ability to transact business

Secure transactions

Competitive pricing

Acceptable terms

Workable return capability

Personalization

Implement encryption

Enable a customized experience

See Reference Sections 34


Yogi Schulz

Project Management

Design for high performance

Minimize page sizes

Make navigation clear

Offer prominent help buttons

Capture session information

Control the number of pages

Layout text for readability

Thin client; small controls

Little vertical scrolling

Menus; tabs; navigation bar(s)

On every page

Insist on Ease-of-Use Design

Analyze surfer navigation patterns

Flat tree; many branches

Don’t set as GIFs; not too small



Yogi Schulz

Project Management

Measure Business Success

Sales revenue:– total revenue dollars per month

– total sales value of products returned per month

Product sales success– unit sales by product per month

Return rate:– number of products returned per month

– percent of total products sold

Collection problem rate– number of payment transactions rejected by card issuers per month

Components of measurement


Yogi Schulz

Project Management

Create MemorableWeb Sites


Yogi Schulz

Project Management

Achieve High PerformanceBad

Excessive waiting & irritation are bad:– These huge pages take forever to load

– Flash sure creates delays

– The pictures are missing

– The page can not be displayed

– Page contains errors

X


Yogi Schulz

Project Management

Achieve High PerformanceGood

Speed & smoothness are good:– Design short pages for fast loading

– Minimize use of Java to maximize browser compatibility

– Optimize the computing environment for performance:

HardwareNetworkOperating systemDatabaseOperations

See Reference Sections 14 - 17

Network WorldInsufficient Capacity

From: [email protected]

Sent: Thursday, September 28, 2000 1:33 PM

To: [email protected]

Subject: Network World - Live! Web Site Back Online

This message is brought to you by LTI, publisher of ComputerWorld, Network World and CIO Canada.

Ever feel like you're living in a commercial? You know, the one about the site that goes live only to be brought down by a massive number of hits. Well, as they say, "Could happen!" In fact, did happen.

Our sincere apologies for any inconvenience that you may have experienced while you were trying to register for the seminars. With literally thousands of hits per hour throughout the day our Registration server was simply not designed to handle such a high level of response. The bad news is that many were unable to get through to register for the free seminars. The good news is that our offer of a free conference program at Network World - Live! is obviously a 'big hit'; literally. We've recovered and we're back online.

More good news; seating is still available in our Conference Program. If you were unable to register or received an error message, we invite you to revisit the site today and select those sessions of interest to you.

Once again, we appreciate your understanding and look forward to seeing you at the show. Here's the link: http://www.NetworkWorldLive.com


Yogi Schulz

Project Management

I’d visit a web sitemore often if . . .

0

5

10

15

20

25

30

35

40

Percent of Surfers

Loa

d f

aste

r

Lay

out

cust

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n

Ch

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eatu

res

Ric

h m

edia

Del

iver

to

non

-PCJupiter Media

MetrixOctober 2001


Yogi Schulz

Project Management

“Can’t you see that anyone can just walk in

here!”

Implement Impenetrable SecurityBad

Neglect & inattention are bad:– There’s nothing valuable enough to attract interest

– Logging on is so complicated; we must have good security

– We’ve never had a problem before

– Everyone has a key to the data center

– Our server floor is visible from the highway


Yogi Schulz

Project Management

Current State ofHacking/Security

The 2000 Information Security Industry Survey – surveyed 1,897 high-tech and info-security professionals

– co-sponsored by ICSA.net and Global Integrity Corp.

– appeared in the Sept. 2000 issue of Information Security, ICSA.net's independent magazine

Nearly twice as many companies experienced insider attacks, such as theft, sabotage or intentional destruction of computer property, compared to 1999 – 41 percent more companies had to deal with employees who

intentionally disclosed or destroyed proprietary corporate information

– Outsider breaches affected 80 percent of survey respondents


Yogi Schulz

Project Management Vigilance & paranoia are good:

– Create/enforce a physical access policy

– Control root access thoroughly

– Minimize resource access

– Implement SSL encryption at least

– Scan servers and network actively

– Default is deny for services/ports

– Expire passwords regularly

Implement Impenetrable SecurityGood

Manage keys/cards

Change the default

Consider need for certificates

Check for intrusion attempts

Close down access points

Manage user profiles

Reference Section 13


Yogi Schulz

Project Management

Safe Credit CardUse


Yogi Schulz

Project Management

“Customers won’t see me

with my pants down!”

Smooth Settlement and FulfillmentBad

Non-delivery & non-return are bad:– I ordered green; they shipped red

– The only record of my order is on my VISA statement

– The Spring Collection arrived in time for summer


Yogi Schulz

Project Management

Accuracy & speed are good:– Edit orders for reasonableness

– Validate credit cards online; not batch

– Describe products distinctly

– Use bar codes throughout

– Staff back office adequately

Left out-of-scope too often

Smooth Settlement and FulfillmentGood

Quantity; size; amount

Provide quick error/fraud detection

Accelerate productivity; Reduce errors

Minimize order-fill time

Make small differences clear



Yogi Schulz

Project Management

SmoothingFulfillment


Yogi Schulz

Project Management

Operate Round-the-Clock SupportBad

Muzak & flaky answers are bad:– I’ve been on hold much too long

– The voice response system has more options than my remote

– I know the product better than the call center personnel

– The personnel speak with a strong accent


Yogi Schulz

Project Management

Quick & accurate responses are good:– Operate a professional call center

– Enable customer interaction

– Engage customers to provide insights

– Encourage callers to visit web site

Operate Round-the-Clock SupportGood

Invest in staff training

Offer incentives for customer comments

Enable e-mail & interactive response

Cheaper; improves service


Yogi Schulz

Project Management

Tesco Ltd. UKCase Study

Form into groups

Read the Business Week article– 1 October 2001

List major issues/difficulties for:– customers

– suppliers

– Tesco

Brainstorm solutions to:– minimize risks of a cautious Web strategy

– leverage interaction between bricks and clicks

What would you recommend as a project manager?


Yogi Schulz

Project Management

TopicSummary

Accelerate delivery

Create a memorable experience

Achieve high performance

Implement impenetrable security

Smooth settlement and fulfillment

Operate round-the-clock support

Time for Discussion


Yogi Schulz

Project Management

DisasterRecovery Planning


Yogi Schulz

Project Management

Project Management in the Web era

Project management has always been difficult, and has become more so in the Web era, since timelines have been compressed and expectations are unrealistically high.

However, the Web has also made development by successive prototyping easier, since there is no waiting for debugging of large amounts of GUI code. In my personal experience, users, whose satisfaction depends most strongly on quality of user interface, have been happier as customers of project results since the advent of the Web. – www.textuality.com/cgi-bin/glossary.pl?term=projman


Yogi Schulz

Project Management

Call CenterCompetency


Yogi Schulz

Project Management

Measure Memorable ExperienceBusiness View

Speed to receipt– minutes to complete the entire business process

Usability– how easy it is for users to successfully use the web pages

Transaction success rate:– total transactions commenced per month

– number of transactions completed/abandoned

Customer communication rate:– number of e-mails, telephone calls, faxes per month

– positive and negative

Banner ad click-through rate– number of users attracted to site from advertising on other sites


Yogi Schulz

Project Management

Measure Memorable ExperienceTechnical View

Number of users:– average number of users per day by hour

– origin of users

Page access activity:– average number of pages accessed per session by day

– access frequency by page by day

Response time of key pages:– internal and externally measured in seconds

– measured at multiple tiers of the business process (client level, network level, server level)

Site availability:– minutes of unplanned unavailability per month

– minutes of planned unavailability per monthBack to Measurement


Yogi Schulz

Project Management

e-Business at Raytheon Co.The Balanced e-Scorecard - 1

Innovation and flexibility: – average time from concept to start

– speed to match a rival's site

– speed at which the competition will match your site

– time between re-launches.

Customer loyalty:– percentage who return within a year

– time between visits; duration of visit

– conversion rate; percentage who give personal information.

Transactional excellence:– unique visitors each month; online sales abandoned; percentage of orders

correct; time to respond to a customer; percentage of orders filled on time.


Yogi Schulz

Project Management

e-Business at Raytheon Co.The Balanced e-Scorecard - 2

Customer information:– percentage of e-mail addresses collected out of all traffic.

Infrastructure reliability:– time to load a page; network uptime and scalability.

Supply-chain excellence:– inventory levels; inventory turns; order confirmation time; percentage of

products built to order.

Valuation and financial performance:– return on invested capital; market capitalization migration (the changing value

of the overall business).

Digital quotient:– for complementary e-business channels, percentage of total revenue generated

online.

Documents

File: e-Business.PPT 1 Yogi Schulz Project Management e-Business projects create new issues r Accelerate delivery r Create a memorable experience r Achieve