E‐commerce processes: a study of criticality

This paper, based on interviews undertaken with consultants experienced in e‐commerce engagements, has identified ten process which are critical to the success of e‐commerce. The processes are: order fulfilment, revenue generation/collection, financial control, IT/Web changes, business processes, e‐integration, order generation, call centre integration, 24/7 operation, and consumer behaviour. The paper explores the e‐commerce modes and models and relates them to the ten processes. From this analysis the overall challenges facing e‐commerce, with respect to the modes and models, are pinpointed.