Operations Management: An Integrated Approach, 5th Edition

INTERNET CHALLENGE E-Commerce Job Design

You have been chosen to head up the development of an e-commerce direct retail site for your company. Since this is new to both you and your company, you need to gather some initial information. You will use this information to develop standard times for measuring your company Web site's performance. Your company is planning to start by offering between 100 and 200 popular products on-line. Of particular concern to your company is the customer's ease in using your site.

Begin by visiting at least three different Web sites and documenting your experience at the site with a process flowchart. Show the sequential steps you as the customer must follow when visiting the site to gain product information, to place an order, to arrange payment, and to track the order. For one of the sites you visit, collect data on how long it takes a customer to complete a visit to the site. Break the visit into distinct elements such as finding product information, placing an order, choosing the shipping method, making payment, and confirming your order. For one of the three sites you visit, analyze the procedures used and propose changes that you think would improve the customer effectiveness of the site.