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.