Recently I have spoken to two businesses that are interested in an eCommerce website. Both are established businesses running retail websites. One ecommerce website was more successful then other but the issues were identical. Rather than integrating the websites into the necessary third party applications someone was having to copy and paste data between two systems!!!!
The first point, in both cases, was that the “Someone” was a business owner, who no doubt has far better and more important tasks to be completing on a daily basis. It no doubt felt right at the time when they made the decision, after all, it is an important task that needs to be done right. The reality is that paying yourself £60k a year to do data processing is not good use of resources.
The second is the exposure to risk that can occur with a manual task. In one case it was the payment details, so that chance of getting card details incorrect during the process are slim as the banks have numerous checks to ensure the details match up. The other was account and order creation, which could result in incorrect orders or missing details. When the numbers are small the risks are less but as a business grows the room for error increases.
eCommerce & eBusiness should be about reducing manual overheads and the automation of processes to reduce the risk of error. Ok there is the chance that something can go wrong with the software, but with good levels of testing the risks can be reduced and with log files errors can be easily traced.
This rant leads us back into the use of Kaplan and Norton’s strategy map, which I will pick up next time.