Scaling for E-Business

1.3. Reference Models for Electronic Business

The reference model for electronic business, shown in Fig. 1.5, creates a framework for the quantitative approach developed in this book. It also provides a basis for defining conceptual activities in the electronic business and for identifying improvement opportunities. The reference model consists of four layers grouped into two main blocks. The upper block focuses on the nature of the business and the processes that provide the services offered by the electronic business site. The lower block concentrates on the way customers interact with the site and the demand they place upon the resources of the site infrastructure. Each layer of the reference model is associated with two broad classes of descriptors ...