Author Profiles
Acknowledgements
Preface
Chapter 1: The e-Infrastructure Challenge - Opportunities and Problems
Executive Summary
Context
The e-Business Space
The Applications Space
The Players' and Competitors' Space
Business Models
Values and Dynamics
Classes of e-Business
Stages of e-Business
What Business Wants
The Changing Nature of Technology
What is Infrastructure?
The Facets of Infrastructure
Case Report: Dow Corning and Infrastructure
The Roles of Infrastructure
Operational
Risk
Potential
Flexibility
The Distinctive Behaviours of Infrastructure
Infrastructure Management
Control and Architecture
The Infrastructure Perspective
Conclusion
Key Learning Points
Case Study: Macquarie Bank - Providing e-Infrastructure Across Seven Groups
Chapter 2: Information Infrastructure for Business-to-Business
Executive Summary
Context
e-Design
e-Trading
One Seller, Many Buyers
One Buyer, Many Sellers
One Buyer, One Seller
Many Buyers, Many Sellers
e-Trading Components
e-Planning
Demand Planning
Vendor-managed Inventory (VMI)
Collaborative Planning, Forecasting and Replenishment
Supplier Collaboration
Customer Relationship Management (CRM)
e-Fulfilment
The Role of Standards
eXtensible Mark-up Language (XML)
Open Buying on the Internet (OBI)
RosettaNet
Key Learning Points
Case Study: Electrocomponents/RS Components - Building an Award-winning B2B Site
Case Study: Travelstore.com
Case Study: IBM Procurement - The Challenge of Being Ahead of the Game
Chapter 3: Information Infrastructure for Business-to-Consumer
Executive Summary
Context
Use of B2C Sites
The B2C Opportunity
Successful Examples
The B2C Infrastructure Challenge
B2C Components
Infrastructure Challenges
Short-term Operational Considerations
Longer-term Enabling Considerations
Complementary Infrastructure
Conclusion
Key Learning Points
Case Study: Safeway - From Deep to Pervasive on a Single Vendor Platform 1999-2001
Chapter 4: Information Infrastructure for Intra-firm e-Business
Executive Summary
Context
Use of Intranets
Actual Use of Intranets
Internal e-Business Successes
Infrastructure Issues
Technology Platform
Skills
Suppliers
Processes
Complementary Infrastructure
Conclusion
Key Learning Points
Case Study: e-Human Resource Management at IBM - New Processes, New Delivery
Case Study: IntraComm - Lloyds TSB Corporate and Commercial's Knowledge-sharing Intranet (is this the right title???)
Chapter 5: Global Infrastructure for Global Business
Executive Summary
Context
Trends in Global e-Business
Synergies
Local Base, Global Offer
Global Collaboration
The Effects of Brand Strategy
Infrastructure Issues
The Global Corporate Perspective
The Country Perspective
Problems of Global Policy, Local Implementation
Conclusion
Key Learning Points
Case Study: Hewlett-Packard - Invent… and Reinvent
Case Study: Chameleons with Cast Iron Skins - Building a Global e-Business Infrastructure at Royal & SunAlliance
Chapter 6: Driving e-Business Infrastructure
Executive Summary
Context
Organizing for e-Business
The Core Issue
What the Business Needs to Understand About IT
What IT Needs to Understand About the Business
A Story that Executives Will Understand
Placing Infrastructure on the Management Agenda
The CIO-CEO Relationship
Conclusion
Key Learning Points
Case Study: Customer Service and e-Infrastructure - The Critical Connections
Chapter 7: Technology Platform and Architecture
Executive Summary
Context
The Technology Platform
Installed Base - Where a Company's Technology Platform Comes From
New Technologies - Where the Company's Platform is Headed
Architecture and Standards
Applications Architecture
Component-based Architecture
Flexibility Through Architecture
Integration
Security
Infrastructure Management Trade-offs
Conclusion
Key Learning Points
Case Study: Oracle - Transforming to e-Business 1999-2001
Case Study: Fashioning the Infrastructure Vision at Entertainment UK
Chapter 8: The Infrastructure Skills Challenge
Executive Summary
Context
Labour Shortages
Staff Turnover/Churn
Cost Issues
The Changing Skills Base
Contractors: How Far a Solution?
Culture
Recruitment
Compensation and Benefits
Retention
Development
Coping With Skill Shortages
Conclusion
Key Learning Points
Chapter 9: Planning, Foresight and Control
Executive Summary
Context
Planning
Technology Foresight
Control Processes
Investment Processes
Project Time Frames
Conclusion
Key Learning Points
Case Study: CitiPower - Building and Competing with a New e-Business Infrastructure
Chapter 10: Complementary Infrastructure
Executive Summary
Context
Supply Chain Infrastructure
Call Centres
The Legal Framework
Intellectual Property
Software and Business Process Patents
Content
Database Rights
Miscellaneous Website-related Rights
Conclusion
Key Learning Points
Chapter 11: Sourcing IT and e-Business Infrastructure - Practices and Risk Management
Executive Summary
Context
Towards a Global Phenomenon
Using External IT/e-Business Services: A Complex Track Record
Case Report: Siemens, i2 and Strategic Partnering
Case Report: United Airlines and Time-to-Market
Case Report: American Insurance Group (AIG) - A Mixed Approach
Case Report: Commerce Service Provision - Can the Store be Outsourced?
Managing the Risks in Outsourcing IT and e-Business
Analysing the Risks in Outsourcing
Contextual Risks: Competitveness, Strategic Intent and Vendors
Building to Contract: Pitfalls and Pick-me-ups
Post-contract Management as Risk Mitigation
Risk Profiling: A Summary
Emerging Practices and Prospects
Conclusion
Key Learning Points
Case Study: Charles Schwab - Building the Engine-room for On-line Investing
Chapter 12: Sourcing IT and e-Business Infrastructure - Development Projects and Strategic Relationships
Executive Summary
Context
Towards Internet Implementation Capability
Sourcing e-Development: Internal, External, Partnering and 'Mixed' Routes
The Internal Development Path
External and 'Mixed' Development Routes
Sourcing and Management of e-Business Projects
e-Sourcing: The Role of Strategic Relationships
Sourcing IT Capability
External Sourcing Around the Customer Resource Life Cycle
Developments in the Supply Chain
Towards Virtual Integration
Case Report: Cisco
Case Report: Dell
Towards Effective e-Sourcing Decisions
Managing e-Sourcing: Core Capabilities for Ongoing Management
Comment on the Core IT Capabilities Model
Conclusion
Key Learning Points
Chapter 13: Application Service Provision and Beyond: The New e-Infrastructure?
Executive Summary
Context
Here Come the ASPs: Market Development
Understanding the Variety of ASP Offerings
Case Report: Corio
Case Report: Mail.com
Case Report:Vistorm
Taking a Customer Perspective
The ASP Customer Perspective: A Check List
Business Drivers
Technology Drivers
Economic Drivers
IT Services Market Drivers
Relational Drivers
The ASP Model: Concerns and Challenges
Conclusion
Key Learning Points
References
Additional Reading
Appendix: Survey Results
Index
