E-Business ..

Electronic Business
ITB07207
COLLEGE OF BUSINESS EDUCATION-DSM
Mr. Kikwembo Mlekwa
0714585989
15/06/2023
Mr. Kikwembo D. Mlekwa
00:34
Course Summary
• Introduction to e-commerce • Internet, Intranet, Extranet, and
Protocols
• Models of E-Commerce
• Transactions Processing in E- • E-business threats and measures.
Commerce • SCM and the role of e-business in
SCM
• E-Business and e-Business Process
Model • E-logistics
• Requirements for Creation of Online • Data Warehousing for e-business
Storefront
• E-Business Strategies
Mr. Kikwembo D. Mlekwa 15/06/2023 00:34
Course Summary
• E-payment Systems
• E-banking, e-telling and ATM
• Importance of e-commerce to SME’s
in Tanzania
• The role government in e-commerce
• CRM
• BPO
An introduction to e-commerce
Lecture one

Definition
• Electronic commerce commonly written as E-Commerce
• Trading in product or services using computer networks, such as internet.
• Draws on technologies such as mobile commerce, electronic funds transfer, supply
chain management, internet marketing, online transaction processing, electronic
data interchange (IDE), inventory management systems, and automated data
collection systems.
• Modern electronic commerce typically uses the WWW for at least one part of the
transaction’s life cycle
• It may also use other technologies such as E-Mail.
E-commerce
• Online shopping websites for retail sales direct to consumers
• Providing or participating in online marketplaces, which process third-party
business-to-consumer or consumer-to-consumer sales.
• Business-to-business buying and selling
• Gathering and using demographic data through Web contacts and social media
• Business-to-business electronic data interchange
• Marketing to prospective and established customers by E-mail or fax
• Engaging in pretail(pre-retail) for launching new products and services

E-commerce
• Commerce constitutes the exchange of products and services between
businesses, groups and individuals and can be seen as one of the essential
activities of any business.
• E-commerce focuses on the use of ICT to enable the external activities and
relationships of the business with individuals, groups and other businesses.

Constituent attributes of e-commerce
Digitalization of business
Focus on business processes
Usage of global network
New potentials and opportunities for cooperation

Digitalization of business
• Means comprehensive usage of ICT not only within a business organization,
but through more and more seamless linking and cooperation of
information and communication systems of all involved business partners
• The comprehensive usage of ICT has been enabled by some technologies
and technical standards, which have been accepted globally.

Focuses on business processes
• All business processes are supported by the ICT technologies
• Total processes, running through several organization and crossing their
boundaries, are supported.
• Automation of business processes not only within organizations, the
automation is related to the total process
• Increases the speed of business process

Usage of global networks
• Internet plays a dominant role and has become a universal technical
infrastructure.
• It built a global virtual place where every organization and person being
interested in making business can come together without the barrier of
geographical boundaries and time restrictions.
• Global networks allows exchange of information without any limitations in
time and independently from any geographical distances.

New potentials and opportunities for
cooperation
• More or less independent persons and/or organizations work together
• Business actors can come together whenever they want it or whenever there
is a need.

E-commerce with 5-c models
Commerce
Computation Collaboration
Connection Communication

Types of e-commerce
B2B
D2C B2G
P2P C2C
C2A C2B
B2C
b2b
• Companies are involved in the supply chain, such as a manufacturer selling a
product to a wholesaler,
• the wholesaler selling the product to a retailer, all come together to conduct
business with each other using a common portal.
• In such an instance, the manufacturer could have a website / web portal that
could also be used by the wholesaler to place orders for the product; this
order could then be processed and sent to the wholesaler

b2c
• This model of e-commerce is understood to be the process where a
company or business sells their goods, services and products directly to the
buyer using Internet.
• The buyer has the liberty of browsing through the Internet to filter, check
and view products and then order them.
• After receiving an order, the company proceeds to process and send the
order directly to the buyer.

c2c
• This form of e-commerce is understood to be a model where consumers sell
goods, services and products to another consumer using web technologies
and the internet.
• This model comprises the selling of a wide range of products including
movable assets and properties

c2b
• Unlike ‘B2C’ model, it is a type of commerce where consumers themselves
provide goods, services and products to an organization (or business)
• There is another version of this model; in this version, the consumer create
and utilize their own social media profiles (blogs etc) to link back to the
product sold on the company's ecommerce website / web portal, thereby
consumers facilitates the sale of company’s products and are usually
rewarded by these companies for doing so.

b2g
• Business-to-government, also known as business-to-administration, refers to
trade between the business sector as a supplier and a government body as a
customer.
• This kind of e-commerce refers to the situation where businesses conduct
commerce with the government; it is essentially a part of the ‘B2B’ model.

c2a
• The model refers to the e-commerce process followed by the consumers
when interacting directly with the government agencies.
• This may be in the form of payments, information access requests or
feedback to various agencies among other things.
• Consumer to government/administration model for e-commerce is the ideal
answer for establishing communication between the consumers and the
government

p2p
• P2P model is essentially a networked model of commerce without any
intermediary.
• It is therefore a distributed platform enabling different individuals to partake
in transactions with each other without an in-between third party.
• This model of network arrangement is different from the client server model
where communication takes place from the central server

d2c
• Direct-to-consumer refers to selling products in a straight line to customers,
bypassing any third-party retailers, wholesalers, or any other middlemen.
• Direct-to-consumer companies are transforming how people shop.
• In the progression, these brands, spanning everything from detergent to
sneakers, are radically changing consumer preferences and expectations.
• In addition to establish a direct relationship with customers, these brands are
building a community of ambassadors on social media. Eg Cryptocurrency

E-Commerce Facilitators
Internet
Payment
3D Printing Gateway
Autonomous
Vehicles Analytics
Social Media

Internet
• The growth of e-commerce is a result of huge penetration of the internet.
• The internet and intelligent mobile telephones have literally been part of
every life
• Internet no longer constitutes an intelligence source, however, it is an
efficient means in which people can buy, read, communicate and even receive
service.
• The internet and its services have helped grow new markets with huge
technological advancements.
Payment Gateway
• The payment transfer, which allows e-commerce, online shops, bricks, and
clicks and traditional brick and mortar payment via credit card, is an e-
commerce application service provider service.
• The main variables in internet transactions are payment routes that include
credit cards, debit cards, online banking purchases, and transfers of
electronic funds.
• There is a need for payment gates for sustainable future e-Commerce, and
the environment shifts from cash into digital currency.
Analytics
• Analytics is the empirical way of transforming data into decision-making
intelligence.
• Analytics assists organizations in collecting, arranging, reviewing and
commenting on their clients
• The vast rise in data volume has caused organization to rely on research to
know the customer’s behaviour
• Retailers must have real-time access to knowledge to compute returns on
internet investment and a channel blend.
Social Media
• To advertise their goods, businesses constantly use social media.
• Social media involves blogs and computer applications that allows the use the
computer or cell phone for connection and exchanging the information through the
internet.
• Social networking is more critical in the creation of products and reminds clients of
different deals.
• The inputs on the product or the service is also useful.
• It provides a brand-building tool for creating a trustworthy group of consumers,
publications, word of mouth and so on.

Autonomous Vehicles
• Autonomous cars are belongs to the motor vehicles category that can work
without direct intervention from a human operator using artificial
intelligence, sensors and the global positioning system.
• Autonomous consumers will have much time to browse the internet, read
emails, purchase new items and view commercials nearby.
• Very vast digital media expertise is obtained for autonomous vehicles

3D Printing
• 3D printer belongs to an electronic device category that can build a digital 3-
dimensional model
• The additive manufacturing technique is an overlay that resembles the
successful laying of the colors of an ink-jet printer on a flat sheet of paper.
• 3D printing might one day blow out the method of output people use, as the
industrial revolution in starting of 19th century shook agricultural life.
• 3D printing produces business of prototypes that the consumer is expected
to print- or that the designer is connected to third-party maker.
Additional Concepts
M-Commerce
E- E-
(Mobile
Procurement Government
Commerce)
E-
E-Democracy
Administration
M-Commerce
• Is commonly understood as the usage of mobile devices for business purposes,
especially mobile phones and PDA’s.
• Location independence of mobile customers
• High availability of services through well established mobile phones networks
• Increasing computing power of mobile devices, interactivity of mobile devices
(voice and data transfer)
• Security (when using mobile phone networks), localization for customers through
cell structure.
• Accessibility of customers and potential of personalized services/offers.
E-Procurement
• Is the automation of an organization’s procurement processes using Web-based
application.
• It enables widely dispersed customers and suppliers to interact and execute purchase
transactions.
• Each step in the procurement process is captured electronically, and all transaction
data is routed automatically, reducing time and cost of procurement.
• E-procurement is seen as the ordering of MRO goods, (MRO =
Maintenance/Repair/Operations) on the basis of Web-based application system
directly by the demand carrier to reduce process costs.
E-Government
• Consists of the digital interactions between:
• citizens and their government (C2G),
• government and government agencies (G2G),
• government and citizens (G2C),
• government and employees (G2E) and
• government and business/commerce (G2B).

E-Administration
• Refers to those mechanisms which convert the paper processes in a
traditional office into electronic processes
• With the goal to create a paperless office
• Its objective is to get total transparency and accountability within any
organization

E-Democracy
• Incorporates 21st century information and communication technology to
promote democracy.
• That means a form of government in which all adults citizens are presumed
to be eligible to participate equally in the proposal, development, and
creation of laws.

Business Models Related to E-Commerce
(internet based business)
• Access Provider • Virtual Community
• Search Engine • Information Broker
• Online Shop • Transaction Broker
• Content Provider • Online Service Provider/Cloud
• Portal service Provider
• Online Marketplace/electronic
malls
Transactions Processing in E-
Commerce
Lecture II

Introduction
• Purchasing an item at a store or online requires an exchange of currency that
happens through a series of processes that help transition the money to the
store and the product to a customer.
• Each transaction depends on the functionality of transaction processing
systems (TPS) to complete the sale.

Transactions Processing System
• A TPS is a software that ensures the completion of a business transaction
and also keeps track of transactions.
• An online transaction processing system (OTPS) is an equivalent system that
online merchants use for e-commerce.
• The TPS ensures that each transaction is successful by storing, sending and
receiving information via a database

Transactions Processing System
• For example, if a customer purchases a book from a shop, they might pay
with a credit card.
• A TPS takes the customer's card information, communicates with their bank
and approves or declines the purchase based on their account balance.

Types of transaction processing systems
Batch Processing
• Through batch processing, a TPS interprets sets, or batches, of
data by grouping items based on similarities.
Real-Time Processing
• Real-time processing is a method to process transactions as they
appear
Batch processing
• Batch processing can create a time delay because it reviews several sets of
data simultaneously, requiring more computing power.
• A customer pays for a subscription service at the end of the month, The TPS system
processes the transactions as a batch because they occur at the same time.
• In this case, a delay in processing transactions is acceptable because the system only
interprets batches once per month

Real-time processing
• helps prevent delays in processing and can provide a more accurate result.
• An e-commerce website might use a TPS to process credit card transactions in real-time to
ensure payment before the company starts its fulfillment process.
• Processing transactions in real-time also helps the company identify and address errors
quickly, as well as increase its overall response times.

Transaction Processing System
components
Inputs
Processing systems
Storage
Outputs

Inputs
• An input is an original request for a product or payment that an outside party
sends to a company's TPS.
• If your company uses batch processing, its TPS stores groups of inputs and
then processes them at a later time.
• In comparison, if your company uses a real-time system, it processes each
input as it arrives.

Inputs
• Inputs typically include:
invoices
Bills
Coupons
Customer orders

Processing system
• The processing system reads each input and creates a useful output, such as a
receipt.
• This element can help you define the input data and what the output should
be.
• Based on the kind of TPS your company is using, processing times can vary.

Storage
• The storage component of TPS refers to where a company keeps its input
and output data. Some companies store these documents in a database.
• The storage component ensures the organization, security and accessibility
of every document for later use.
• For example, if a vendor would like to confirm that your company has paid
an invoice, you can check your system's storage to find the invoice and
determine if you delivered a payment.

Outputs
• TPS outputs are documents the system generates once it completes
processing all inputs, such as receipts the company stores in its records.
• These documents can help validate a sale or transaction and provide
important reference information for tax and other official purposes.
• For example, if a vendor sends your company an invoice, you can pay the
invoice and send the vendor confirmation of your payment.
• Then, you can amend the original invoice and mark it as "paid" in the
company's TPS.
Benefits of TPS
Increased Transactions Speed
Improved Cost efficiency
Improved Reliability
Automated Management

Increased Transactions Speed
• With a TPS in place, businesses can effectively increase the speed of each
transaction to minimize wait times for customers.
• Some systems process transactions in real-time, while others collect
transaction information during a set period and then process it at a later time,
often after business hours.

Improved Cost Efficiency
• A TPS can potentially conduct and organize thousands of transactions
throughout the day.
• This can save a company money by reducing the need to upgrade the system
or use more than one system to meet demand.

Improved Reliability
• Using a TPS can ensure that you process customer transactions quickly and
accurately.
• A reliable TPS can also help your organization save money on potential
troubleshooting or coding costs for malfunctioning systems.

Automated Management
• ATPS automates much of a company’s internal resource and revenue
management.
• By increasing automation, employees can spend less time reviewing
transactions.
• Automation is an important part of increasing the profitability of a business
because it offers employees more time to focus on engaging tasks that
require critical thinking.

Electronic Business
Lecture III

Electronic Business
• Electronic Business (E-Business) is the administration of conducting any
business using the internet, extranet, web, and intranet.
• This would include buying and selling of goods or services using commercial
transactions conducted electronically along with providing customer or
technical support with the help of the internet.
• E-business is similar to E-commerce but it is more than just a simple act of
buying and selling services or goods online..

Electronic Business
• In fact, it is the method of utilizing digital information and advanced
communication technologies to streamline different business processes –
from the initial to the implementation phase.
• E-business includes a lot of business processes including online order
processing, CRM (Customer Relationship Management), supply chain
management, and many more

E-Business Concept
• It describes the basic information of the business including goals, vision,
products, and offers from which it will earn revenue.
• The effective concept is based on market analysis that will identify the
customers’ interests to purchase the product and how much they can pay for
it.

E-Business Concepts
• It is based on goals such as “Become a major bus seller or commercial enterprise”
and objectives such as “have $80 million in revenues in five years”.
• Whether the company is prepared to achieve its goals and objectives addressed in
the implementation plan for running a business and in the business plan process for
startup companies
• Corporate strategies are also embedded in the e-business concept and describe how
the business concept will be implemented and can be modified in order to enhance
business performance.

Value Proposition
• The value proposition is a value that an organization or business will provide
to its customers. It may include one or more of the following points:
• Reduced price
• Improved service or better functionalities with user-friendliness
• Speedy delivery and improved assistance
• Products or services that result in greater efficiency and productivity
• Access to available inventory has different options for the buyer
Sources of Revenue
• What does eCommerce mean and how do companies earn revenue?
• It also includes the online payment options for a great online shopping
experience.
• So, e-business will have three, four, or a mix of the following sources
referred to as a revenue model:

Revenue Model
Advertisement Sponsorship Syndication
Affiliation Sales commissions Use Fees
Agent/Representative
Licensing Subscription
commissions

Required Activities, Resources, and Capabilities
• In order to carry out the mission of the business, different activities are
required and certain resources are needed.
• For example, professional employees with specific skills or capabilities can
better perform particular business activities.

Activities
• Particular business processes or groups of processes that are required to implement
the business concept are known as activities.
• The operational business model is used to identify the costs/expenses and outputs
of each activity.
• What is e-business and its processes? Keep in mind, that some of the e-business
activities may infringe on patents.
• Different business processes or “Methods of doing business” might be patented, so
that the business model may unintentionally include the intellectual property and
patents will be freely awarded for business processes
Resources
• Organizations require human, tangible, intangible, and supporting resources
in order to perform their activities in an efficient manner.
• Tangible resources are also known as physical and financial including
company equipment, case reserves, and facilities.
• Whereas the intangible resources include the customized software, customer
data, intellectual property, and business processes that can be patented.
• Supporting resources include the IT and communication processes and
organizational structure.
Capabilities
• Workers with the required skills are vital for every successful business.
• What is e-business and Why are the capabilities necessary? E-business is
similar to the traditional business except for internet presence, broader
audience, and buying facility without visiting the company’s outlet.
• First/initial wages are the highest cost for a business and capable workers
may not be available all the time.

Functionality Based Models
• Community model – a model used by Facebook, Wikipedia, and Flickr
where communities share information, photos, or opinions. Revenue is
earned via donations, advertising, and subscriptions.
• Advertising model – where businesses such as newspapers and journals
provide content to readers and serve ads to generate revenue.
• Brokerage model – companies such as eBay and Amazon make money by
bringing buyers and sellers together.

Transaction Based Models
• Business-to-consumer (B2C) – where merchants sell products and services
to buyers who then purchase them online.
• Business-to-business (B2B) – electronic transactions that occur between
two businesses. Many SaaS companies follow this model.
• Consumer-to-business (C2B) – the reverse of B2C where consumers sell
to businesses. A freelance graphic designer may sell a logo to a company, for
example.

Transaction Based Models
• Consumer-to-consumer (C2C) – this model is prevalent on online auction
sites and other marketplaces for consumers.
• Business-to-government (B2G) – where government procures products,
services, or information from external contractors. For example,
governments that require city and open space maintenance will solicit these
services from private companies

The Key Differences Between E-Commerce
and E-Business
• E-Business is not limited to just buying and selling products or services.
Whereas E-Commerce is the name of buying and selling products/services
with the help of the internet.
• E-Commerce is a main part of E-Business
• There is no need for an E-Business to have a physical presence. If the
company has physical offices along with its online business activities then it
can be referred to as E-Commerce.

Key Differences Between E-Commerce and E-
Business
• E-Commerce supports any kind of business transaction related to money,
but E-Business includes monetary and allied activities.
• E-Commerce needs the internet to be able to communicate with online
customers from all over the world. E-Business can use the internet, intranet,
and extranet to be able to connect with the parties.

Requirements for Creation of
Online Storefront
Group Assignment

Requirements
E-Commerce
Software
Setting Up Strategy
Domain
Name
Payment
Gateway
Security
Promotion

E-Commerce Software
• When you’re ready to start selling online, the first and foremost thing to do is
to choose the right ecommerce software based on features, cost,
customization options and your own comfort level.
• Moreover, it lets you create the structure of your site, say features like
product categories, product detail and the shopping cart and checkout
process.

Setting Up Strategy
• Once you have chosen the software, there are a few decisions to make and
things to set up.
• First you need to define your product or service

Domain Name
• Registration for your own domain name is the first thing, preferably your
business name with a “.com” at the end.
• This way customer remembers it.
• Moreover, if you decide to change the software program or web host in
future, you can still use the same domain name at the same URL.
• So, chance for losing traffic from links, search engines and bookmarks is null.

Payment Gateway
• Definitely, ecommerce journey is complete only if you have a proper way to
accept payment from your customers.
• Despite the many payment gateways available, check to see what your
ecommerce software works with.

Security
• Make sure the hosted software provides an SSL certificate to encrypt and
protect credit card data as it is sent to your site.

Promotion
• Whilst building the website is a good beginning, it’s essential that the world
must get to know about your shop and you will need to do so regularly and
consistently.
• Most importantly, you’ll want to get Google to notice you.
• So a word of advice is to have your shop shared on blogs and social media.

Internet, Intranet and Internet
Protocols
Lecture Two

Internet
• The Internet is a global network of interconnected computers and networks
that use standard communication protocols to exchange data.
• It is a massive network infrastructure that connects millions of computers
worldwide.
• The Internet enables various services such as email, web browsing, file
sharing, online communication, and access to a vast amount of information.
• It serves as a medium for global connectivity and facilitates communication
and collaboration across different locations.
Intranet
• An intranet is a private network that uses Internet protocols and technologies
within an organization.
• It functions similarly to the Internet but is limited to internal use within a
specific organization or company.
• An intranet provides a secure and controlled environment for sharing
information, resources, and collaboration among employees.

Intranet
• It typically includes web-based applications, internal websites, document
management systems, and other tools specific to the organization's needs.
• Intranets are commonly used to enhance internal communication, streamline
workflows, and centralize information for employees.

Extranet
• An extranet is an extension of an intranet that allows limited access to authorized
external parties, such as suppliers, partners, or customers.
• It provides a secure and controlled way for these external entities to access certain
information or services of the organization.
• Extranets enable collaborative work with external partners, facilitate supply chain
management, support customer portals, and enable secure sharing of data and
resources between the organization and its external stakeholders.
• Extranets are particularly useful in e-business scenarios where close collaboration
with external parties is required.
Internet Protocols
• Internet Protocol (IP) is a set of rules and protocols that govern the format
and transmission of data packets over the Internet.
• It provides the addressing scheme and routing mechanisms to enable data
transmission between devices connected to the Internet.
• The IP protocol ensures that data is properly packaged, addressed, and
routed across networks, allowing devices to communicate with each other.
• IP is a fundamental protocol that forms the basis of Internet communication
and enables devices to send and receive data reliably and efficiently.
Their Connection to E-Business
• The Internet, intranets, extranets, and Internet Protocol (IP) are all integral
to supporting e-business operations:

Connection to E-Business
Internet
• The Internet is the global network infrastructure that enables
businesses to conduct e-business activities on a global scale.
• It provides a platform for online marketing, e-commerce, customer
engagement, and global connectivity.
• Businesses can leverage the Internet to reach a wide customer base,
promote their products or services, conduct online transactions, and
expand their market presence
Intranet
• Intranets play a crucial role in supporting internal e-business operations
within an organization.
• They facilitate secure internal communication, collaboration, and
information sharing among employees.
• Intranets provide a centralized platform for employees to access e-
business tools, internal resources, databases, and applications necessary for
efficient internal processes, knowledge sharing, and decision-making.
Extranet
• Extranets extend the functionality of an intranet by allowing authorized
external entities to access specific information or services.
• In the context of e-business, extranets enable collaboration with
suppliers, partners, or customers.
• They provide a secure channel for sharing product information, supply
chain management, customer self-service portals, and other e-business
activities that involve external stakeholders.
Internet Protocol (IP):

• Internet Protocol is the underlying protocol that enables the
transmission of data over networks, including the Internet, intranets,
and extranets.
• It ensures that data packets are properly addressed and routed between
different devices and networks,
• facilitating seamless communication and data exchange in e-business
transactions and interactions.
• Together, the Internet, intranets, extranets, and Internet Protocol form the
infrastructure and communication backbone for e-business activities.
• They enable global connectivity, secure internal collaboration, external
collaboration with partners

Information System Threats and
Measures
Lecture Three

Information System
• An information system is a combination of people, processes, data, and
technology that work together to collect, store, process, and distribute
information within an organization.
• It encompasses the resources, procedures, and technologies used to manage
and disseminate data and support decision-making processes.

Information System Threats
• Information system threats refer to potential risks or vulnerabilities that can
compromise the confidentiality, integrity, and availability of data and
information within an information system.

Information System Threats
Malware
Insider Unauthorized
Threats Access
Threats
DoS Attack Data Breaches
Phishing and
Social
Engineering

Threats
Malware
• Malicious software, such as viruses, worms, Trojans, ransomware, and
spyware, can infect systems and compromise their security.
Unauthorized Access
• Unauthorized individuals gaining access to sensitive information or
system resources, often through weak passwords, stolen credentials, or
unpatched vulnerabilities.
Threats
Data Breaches
• Unauthorized access, disclosure, or theft of sensitive data, including
personal identifiable information (PII) or intellectual property.
Phishing and Social Engineering:
• Deceptive techniques used to trick individuals into revealing sensitive
information, such as passwords or financial details, through emails,
phone calls, or fake websites.
Threats
Denial of Service (DoS) Attacks:

• Flooding a system or network with excessive traffic to make it
unavailable to legitimate users.
Insider Threats:
• Malicious actions or accidental mistakes by employees or internal users
that can lead to data breaches, unauthorized access, or other security
incidents.
Threats
Physical Threats:
• Physical damage or theft of hardware,
such as servers or laptops, leading to
data loss or unauthorized access
Measures against Threats

Measures
• Information System Measures: To mitigate information system threats and
ensure the security of data and information, various measures and best
practices should be implemented.

Measures
Access
Control
Physical Firewall,
Security IDS/IPS
Awareness
and Training Encryption
Regular
Updates

Measures
Access Controls:
• Implement strong authentication mechanisms, such as multi-factor authentication
(MFA), and enforce strict access controls based on user roles and privileges.
Regularly review and update access permissions.
Firewalls and Intrusion Detection/Prevention Systems:
• Deploy firewalls and intrusion detection/prevention systems to monitor and filter
network traffic, preventing unauthorized access and detecting potential threats.

Measures
Encryption:
• Implement encryption mechanisms to protect sensitive data at rest and
in transit, including encryption of databases, file systems, and network
communications.
Regular Patching and Updates:
• Keep all software, operating systems, and applications up to date with
the latest security patches and updates to address known vulnerabilities.
Measures
Employee Awareness and Training:

• Conduct regular security awareness training programs to educate employees about
information security best practices, including safe email practices, identifying
phishing attempts, and maintaining strong passwords.
Backup and Recovery:
• Regularly back up critical data and implement robust data recovery mechanisms
to ensure business continuity in case of system failures, data loss, or ransomware
attacks.
Measures
Incident Response Plan:

• Develop an incident response plan that outlines procedures to be followed in the
event of a security incident, including steps for containment, investigation, and
recovery.
Physical Security:
• Implement physical security measures, such as access control systems, surveillance
cameras, and secure server rooms, to protect hardware and physical
infrastructure.
Measures
Security Audits and Testing:

• Conduct regular security audits, vulnerability
assessments, and penetration testing to
identify and address potential weaknesses and
vulnerabilities in the information system.
Measures
• By implementing a combination of these security measures and staying
vigilant about emerging threats, organizations can significantly reduce the
risk of information system threats and protect their data and information
assets.

Internet Security

Internet Security
• Internet security refers to the measures and practices implemented to protect
the confidentiality, integrity, and availability of data and systems on the
Internet.
• It involves safeguarding networks, computers, and other devices from
unauthorized access, attacks, and malicious activities.
• Internet security is crucial due to the increasing reliance on the Internet for
communication, data storage, and online transactions.

Internet Security
Authentication:
• Verifying the identity of users and devices accessing a network or system. This
can involve the use of usernames, passwords, biometrics, two-factor
authentication (2FA), or other authentication mechanisms.
Encryption:
• Protecting data during transmission by encrypting it using cryptographic
algorithms. This ensures that even if intercepted, the data cannot be read or
understood by unauthorized parties.
Internet Security
Firewalls:
• Implementing firewalls to control incoming and outgoing network traffic. Firewalls analyze and filter network
packets based on predefined rules to prevent unauthorized access and block potentially malicious activity.
Intrusion Detection and Prevention Systems (IDPS):

• Monitoring network traffic and system logs to detect and respond to suspicious or malicious activity. IDPS
systems can automatically block or alert administrators about potential security breaches.

Internet Security
Antivirus and Anti-malware Software

• Deploying software solutions that scan for and remove viruses, worms, Trojans,
ransomware, and other forms of malicious software. Regular updates to antivirus
software ensure protection against newly discovered threats.
Secure Sockets Layer/Transport Layer Security (SSL/TLS):
• Implementing SSL/TLS protocols to secure the communication between web
browsers and servers. SSL/TLS establishes an encrypted connection, ensuring
data confidentiality and integrity.
Internet Security
Vulnerability Assessments and Penetration Testing:

• Conducting regular assessments to identify weaknesses and vulnerabilities in
systems and networks. Penetration testing simulates attacks to uncover security
flaws and evaluate the effectiveness of security measures.
Patch Management:
• Applying updates and patches to software and operating systems to address
known vulnerabilities. Timely patching helps protect against exploits that target
these vulnerabilities.
Internet Security
User Awareness and Education:

• Educating users about safe Internet practices, such as avoiding suspicious links or
attachments, using strong passwords, and being cautious of social engineering attempts
like phishing.
Incident Response Planning:
• Developing and implementing an incident response plan to handle security incidents
effectively. This involves defining roles and responsibilities, establishing communication
channels, and outlining steps to identify, contain, mitigate, and recover from security
breaches.
Internet Security
Data Backup and Recovery:

• Regularly backing up critical data and
implementing procedures for data recovery
in case of data loss or system failures.
Internet Security
• Internet security is a dynamic field as new threats and vulnerabilities emerge
regularly.
• It requires a proactive and layered approach, combining multiple security
measures and staying updated with the latest security practices and
technologies.
• Organizations and individuals must prioritize Internet security to protect
sensitive information, maintain privacy, and ensure a safe online
environment.
E-Business in Improving SCM
Lecture Four

E-Business and SCM
• E-business plays a significant role in improving Supply Chain Management
(SCM) by enhancing communication, collaboration, and efficiency
throughout the supply chain

Ways E-Business have Improved SCM
Streamlined Procurement
Enhanced Inventory Management
Efficient Order Fulfillment

Collaboration with Suppliers and Partners
Supply Chain Visibility
Data Analytics and Performance Measurement

Customer Engagement and

Service
Sustainability and
Environmental Impact
Streamlined Procurement:
• E-business enables organizations to automate and streamline
the procurement process.
• Online platforms and electronic catalogs allow for efficient
sourcing, supplier selection, and purchase order management.
• This reduces manual paperwork, improves accuracy, and speeds
up the procurement cycle.
Enhanced Inventory Management:

• E-business systems provide real-time visibility into inventory levels,
allowing organizations to optimize inventory management.
• By integrating inventory data across the supply chain, e-business
facilitates demand forecasting, inventory planning, and just-in-time
(JIT) inventory practices.
• This leads to reduced stockouts, improved inventory turnover, and
lower holding costs.
Efficient Order Fulfillment

• E-business enables seamless order processing and fulfillment.
• Automated order management systems, online order tracking,
and electronic data interchange (EDI) facilitate efficient order
processing, packaging, and shipping.
• This results in faster order fulfillment, improved customer
satisfaction, and reduced order errors.
Collaboration with Suppliers and Partners:

• E-business platforms enable collaboration and information sharing
with suppliers and partners.
• Through online portals and secure extranets, organizations can
communicate, share product information, exchange forecasts, and
collaborate on demand planning.
• This facilitates closer relationships, reduces lead times, and enhances
overall supply chain coordination.
Supply Chain Visibility:

• E-business solutions provide real-time visibility into supply chain
activities, including order status, shipment tracking, and inventory
levels.
• This visibility helps identify bottlenecks, monitor performance, and
detect potential issues early on.
• With better visibility, organizations can proactively address supply chain
disruptions and make informed decisions.
Data Analytics and Performance Measurement:

• E-business systems generate a wealth of data that can be analyzed to
gain insights and measure supply chain performance.
• By leveraging data analytics and business intelligence tools,
organizations can identify trends, optimize processes, and improve
overall supply chain efficiency.
• Key performance indicators (KPIs) can be tracked and monitored to
assess supplier performance, delivery times, and customer satisfaction.
Customer Engagement and Service:

• E-business enables direct customer engagement and service throughout
the supply chain.
• Online portals, self-service platforms, and real-time communication
channels allow customers to track orders, initiate returns, and access
product information.
• This enhances customer experience, builds trust, and improves overall
service levels.
Sustainability and Environmental Impact:

• E-business can contribute to sustainable supply chain practices.
• By digitizing processes and reducing paper-based transactions, e-
business reduces waste and environmental impact.
• Additionally, e-business platforms facilitate efficient route planning,
transportation optimization, and carbon footprint measurement,
supporting environmentally conscious supply chain decisions.
• Overall, e-business empowers organizations to optimize supply chain
operations, improve collaboration with partners, enhance customer service,
and drive overall supply chain efficiency.
• By leveraging technology and digital platforms, businesses can gain a
competitive edge and respond effectively to the ever-changing demands of
the global marketplace.

E-Business in E-Marketing

• E-business plays a crucial role in e-marketing by providing the infrastructure,
tools, and platforms necessary to conduct marketing activities in the digital
realm.
• It enables organizations to reach and engage with their target audience more
effectively, expand their online presence, and leverage data-driven strategies
for marketing success.

Online
Presence and
Visibility
Personalization Digital
and Targeted Advertising and
Marketing Promotion
Social Media E-commerce

Engagement Capabilities
Data Analytics
CRM
and Insights
Online Presence and Visibility:

• E-business allows organizations to establish and maintain an
online presence through websites, social media platforms,
and other digital channels.
• This enables them to showcase their products or services,
provide information to potential customers, and increase
brand visibility in the digital space.
Digital Advertising and Promotion:

• E-business provides avenues for digital advertising and promotional
campaigns.
• It enables businesses to leverage online advertising platforms, such
as search engine marketing (SEM), display advertising, social media
advertising, and email marketing, to target specific audiences,
increase brand awareness, and drive customer engagement.
E-commerce Capabilities:
• E-business enables organizations to conduct online transactions and
facilitate e-commerce activities.
• This includes setting up secure online payment gateways, managing
product catalogs, implementing shopping cart functionalities, and
providing a seamless online purchasing experience.
• E-commerce platforms enable businesses to sell products or services
directly to customers, expanding their market reach.
Customer Relationship Management (CRM):

• E-business supports CRM systems that help organizations
manage customer relationships, track customer interactions, and
personalize marketing efforts.
• CRM tools allow businesses to gather customer data, analyze
customer behavior, and deliver targeted marketing campaigns
based on individual preferences, interests, and purchasing history.
Data Analytics and Insights:

• E-business provides access to data analytics tools and platforms that
allow organizations to gather and analyze data on customer behavior,
website traffic, campaign performance, and other marketing metrics.
• These insights help businesses understand their audience, measure
the effectiveness of marketing strategies, and make data-driven
decisions to optimize marketing efforts.
Social Media Engagement:

• E-business enables businesses to leverage social media platforms for
marketing purposes.
• Organizations can engage with their audience, share content, run social
media campaigns, and gather feedback and insights from customers
through social media channels.
• Social media platforms provide an avenue for real-time interaction,
brand storytelling, and building customer relationships.
Mobile Marketing:
• With the rise of mobile devices, e-business facilitates mobile marketing
strategies.
• Mobile-responsive websites, mobile apps, and location-based marketing
allow businesses to reach and engage with customers on their
smartphones and tablets.
• Mobile marketing includes techniques such as SMS marketing, mobile
advertising, and mobile app-based promotions.
Personalization and Targeted Marketing

• E-business enables personalized marketing by leveraging customer
data and segmentation.
• Through website personalization, email marketing segmentation,
and targeted advertising, businesses can deliver tailored messages
and offers to specific customer segments.
• This helps increase relevance, engagement, and conversion rates
• E-business has transformed the marketing landscape by providing innovative
tools, technologies, and platforms for organizations to connect with
customers, gather insights, and deliver personalized experiences.
• By embracing e-business in their marketing strategies, businesses can
effectively reach their target audience, drive engagement, and achieve
marketing success in the digital era.

E-Business in E-Procurement

• E-business plays a crucial role in e-procurement by enabling organizations to
streamline and automate the procurement process using digital technologies.
• E-procurement refers to the electronic management and execution of
procurement activities, including sourcing, requisitioning, purchasing, and
payment.

Electronic Vendor Management:

• E-business provides organizations with digital platforms and
systems to manage vendor relationships.
• It enables organizations to maintain a centralized vendor
database, track vendor performance, communicate with
vendors electronically, and streamline the vendor selection
process.
Online Requisitioning:
• E-business facilitates the electronic submission and approval
of purchase requisitions.
• Employees can submit purchase requests online, specifying the
required items, quantities, and delivery dates.
• This eliminates manual paperwork, reduces errors, and
accelerates the procurement cycle.
Online Sourcing and Bidding:

• E-business platforms enable organizations to conduct online
sourcing and bidding processes.
• It allows businesses to post requests for proposals (RFPs) or
requests for quotations (RFQs) electronically, receive and
evaluate bids from suppliers, and select the most suitable
vendors based on predefined criteria.
Online Catalogs and Product Selection:

• E-business systems provide online catalogs where
organizations can list approved products and services.
• Employees can browse through the catalogs, compare prices,
and select the desired items.
• This ensures compliance with procurement policies and
streamlines the product selection process.
Purchase Order Management:

• E-business enables the electronic creation, approval, and management
of purchase orders.
• Purchase orders can be generated automatically based on approved
requisitions, sent electronically to vendors, and tracked throughout the
order fulfillment process.
• This improves accuracy, speed, and transparency in procurement
transactions.
Supplier Collaboration and Communication:

• E-business platforms facilitate seamless collaboration and
communication between organizations and their suppliers.
• It enables secure online portals or extranets where suppliers can access
purchase orders, submit invoices, provide shipment updates, and
communicate with procurement teams.
• This streamlines communication channels, reduces manual
intervention, and enhances supplier relationships.
Electronic Payment and Invoicing:

• E-business systems support electronic payment and invoicing
processes.
• Organizations can electronically process invoices, validate them
against purchase orders, and initiate digital payment transactions.
• This improves efficiency, reduces paperwork, and enables faster
payment cycles.
Performance Monitoring and Analytics:

• E-business solutions provide analytics and reporting capabilities for
procurement performance monitoring.
• It allows organizations to track key performance indicators (KPIs) such
as supplier performance, order cycle time, cost savings, and compliance
metrics.
• This helps identify areas for improvement, optimize procurement
processes, and make data-driven decisions.
Integration with ERP Systems:

• E-business platforms can integrate with enterprise resource
planning (ERP) systems, ensuring seamless data flow
between procurement and other business functions such as
inventory management, finance, and accounting.
• Integration eliminates manual data entry, improves data
accuracy, and supports end-to-end process automation.
• By leveraging e-business in e-procurement, organizations can achieve
significant benefits such as cost savings, improved efficiency, enhanced
supplier collaboration, better compliance, and greater transparency in
procurement processes.
• E-business streamlines the entire procurement lifecycle, from requisitioning
to payment, leading to more effective procurement practices and better
overall supply chain management.

E-Procurement Tools and
Techniques

E-Procurement Tools and Techniques
• There are various tools and techniques available for implementing e-
procurement, which enable organizations to streamline and automate their
procurement processes.

• E-Procurement Platforms • E-Invoicing and Electronic
• E-Sourcing and E-Bidding Tools Payments
• Supplier Relationship Management • Supplier Performance Management

(SRM) Systems (SPM) Tools
• E-Catalogs • Analytics and Reporting Tools

E-Procurement Platforms:
• E-procurement platforms are comprehensive software solutions that
provide end-to-end support for procurement activities.
• These platforms typically include features such as requisitioning, vendor
management, catalog management, purchase order management, contract
management, and integration with other systems like ERP.
• Some popular e-procurement platforms include SAP Ariba, Coupa, Oracle
Procurement Cloud, and Jaggaer.
E-Sourcing and E-Bidding Tools:

• E-sourcing and e-bidding tools facilitate the electronic sourcing of
goods and services and the competitive bidding process.
• These tools enable organizations to post requests for proposals (RFPs)
or requests for quotations (RFQs) online, receive bids from suppliers,
compare and evaluate proposals, and select the best supplier.
• Examples of e-sourcing and e-bidding tools include BravoSolution,
Zycus, and Procurify.
Supplier Relationship Management (SRM) Systems:

• SRM systems are designed to manage and strengthen relationships with suppliers.
• These tools provide functionalities for supplier onboarding, performance
monitoring, contract management, collaboration, and communication.
• SRM systems help organizations build and maintain strong supplier partnerships.
• Examples of SRM tools include Ivalua, SAP Supplier Relationship Management,
and JAGGAER Supplier Management.

E-Catalogs:
• E-catalogs are digital catalogs that provide detailed product information, pricing,
and availability.
• E-catalogs can be hosted on e-procurement platforms or accessed through
supplier portals.
• They allow buyers to browse and search for products, compare options, and make
informed purchasing decisions.
• E-catalogs can be created and managed using tools like ProcurementExpress,
Ariba Catalog, or custom catalog management systems.
E-Invoicing and Electronic Payments:

• E-invoicing and electronic payment tools automate the invoicing and payment
processes.
• These tools enable the electronic submission and processing of invoices,
validation against purchase orders, and electronic payment transactions.
• They help streamline the accounts payable process, reduce manual errors, and
improve payment cycle times.
• Examples of e-invoicing and payment tools include Basware, Tradeshift, and
Concur Invoice.
Supplier Performance Management (SPM) Tools:

• SPM tools allow organizations to assess and monitor the performance of their
suppliers.
• These tools provide capabilities for tracking supplier metrics, conducting
performance evaluations, identifying areas for improvement, and fostering supplier
collaboration.
• SPM tools help organizations optimize supplier relationships and drive continuous
improvement. Examples of SPM tools include MetricStream, SAP Supplier
Performance Management, and Zycus Supplier Performance Management.

Analytics and Reporting Tools:

• Analytics and reporting tools provide insights into procurement performance,
supplier performance, spending patterns, and savings opportunities.
• These tools help organizations analyze data, generate reports, and make data-
driven decisions.
• Advanced analytics tools may include predictive analytics and machine
learning capabilities to identify trends and optimize procurement strategies.
• Examples of analytics tools include Tableau, Power BI, and SpendHQ.
• Implementing e-procurement tools and techniques can significantly enhance
efficiency, accuracy, and transparency in procurement processes.
• Organizations can choose the appropriate tools based on their specific needs,
scale, and budget.
• It is important to consider factors such as integration capabilities, user-
friendliness, scalability, and security when selecting e-procurement solutions.

E-Logistics

E-Logistic
• E-logistics encompasses a wide range of activities, including transportation
management, inventory management, warehouse management, order
fulfillment, and supply chain visibility.
• It leverages digital platforms, software solutions, and data analytics to
streamline logistics operations, improve decision-making, and enhance
customer service

E-Logistic
• Transportation Management • Collaboration and Integration
• Warehouse Management • Data Analytics and Optimization
• Order Fulfillment and E-commerce
• Supply Chain Visibility

E-Logistic
Transportation Management:
• E-logistics utilizes digital technologies to optimize transportation
activities.
• This includes route planning and optimization, carrier selection, load
consolidation, tracking and tracing of shipments, real-time visibility of
transport status, and performance monitoring.
• E-logistics enables organizations to enhance transportation efficiency,
reduce costs, and improve delivery reliability.
E-Logistic
Warehouse Management:
• E-logistics employs digital tools for warehouse management, such as
warehouse management systems (WMS), barcode scanning, and
automation technologies.
• These technologies enable efficient inventory tracking, order picking
and packing, stock replenishment, and warehouse layout optimization.
• E-logistics helps improve inventory accuracy, reduce stockouts, and
enhance overall warehouse productivity.
E-Logistic
Order Fulfillment and E-commerce:

• E-logistics plays a crucial role in managing the order fulfillment process,
particularly in the context of e-commerce.
• It involves the integration of online platforms, inventory management
systems, and logistics networks to ensure seamless order processing,
accurate inventory synchronization, and timely order fulfillment.
• E-logistics supports efficient order picking, packaging, and last-mile
delivery to meet customer expectations in the e-commerce landscape.
E-Logistic
Supply Chain Visibility:

• E-logistics provides real-time visibility into the movement and status of goods
throughout the supply chain.
• It utilizes technologies such as internet of things (IoT) devices, sensors, and data
analytics to capture and analyze supply chain data.
• This visibility enables organizations to track inventory, monitor shipment
progress, identify bottlenecks, and proactively address supply chain disruptions.
• Enhanced supply chain visibility leads to improved decision-making and
responsiveness.
E-Logistic
Collaboration and Integration:

• E-logistics facilitates collaboration and integration among different
stakeholders in the supply chain, including suppliers, manufacturers, logistics
service providers, and customers.
• Digital platforms, such as electronic data interchange (EDI) and web portals,
enable seamless data exchange, information sharing, and collaborative
decision-making.
• E-logistics promotes coordination and integration among various parties to
optimize logistics processes and improve supply chain performance.
E-Logistic
Data Analytics and Optimization:

• E-logistics leverages data analytics and optimization techniques to
extract valuable insights from logistics data.
• By analyzing data on transportation, inventory, order patterns, and
customer behavior, organizations can identify opportunities for process
improvement, cost reduction, and service enhancement.
• E-logistics enables data-driven decision-making, predictive analytics,
and continuous optimization of logistics operations.
E-Logistic
• Overall, e-logistics revolutionizes traditional logistics practices by harnessing
the power of digital technologies and data-driven approaches.
• It enhances operational efficiency, reduces costs, improves customer service,
and provides organizations with a competitive edge in the increasingly
complex and dynamic logistics landscape.

Data Warehousing for E-Business
Lecture Four

Data Warehousing
• Data warehousing for e-business refers to the practice of consolidating, organizing,
and storing large volumes of data from various e-business systems and sources into
a centralized repository called a data warehouse.
• It involves the extraction, transformation, and loading (ETL) of data from different
operational databases, online transaction processing (OLTP) systems, web
applications, and other sources relevant to e-business operations.
• The purpose of a data warehouse in the context of e-business is to provide a
unified and consistent view of data that can be used for reporting, analysis, and
decision-making.

Elements of Data Warehousing
• Data Integration • Reporting and Analysis
• Data Consolidation and Cleansing • Decision Support
• Historical Data Storage • Scalability and Performance
• Dimensional Modeling

Data Warehousing
Data Integration:
• E-business generates vast amounts of data from different systems
and sources, such as customer transactions, website interactions,
online sales, marketing campaigns, and supply chain activities.
• Data warehousing integrates this disparate data into a centralized
repository, eliminating data silos and providing a holistic view of
e-business operations
Data Warehousing
Data Consolidation and Cleansing:

• In the data warehousing process, data from multiple sources is
consolidated and standardized to ensure consistency and accuracy.
• Data cleansing techniques are applied to remove inconsistencies,
errors, duplicates, and irrelevant information.
• This ensures that the data stored in the data warehouse is reliable
and of high quality.
Data Warehousing
Historical Data Storage:

• Data warehousing for e-business involves storing
historical data over a defined period of time.
• This allows organizations to analyze trends, patterns,
and historical performance, which is valuable for
strategic planning, forecasting, and decision-making.
Data Warehousing
Dimensional Modeling:
• Data warehousing for e-business typically adopts dimensional modeling
techniques.
• Dimensional modeling structures the data in a way that facilitates easy and
efficient querying and analysis.
• It involves organizing data into dimensions (descriptive attributes) and measures
(numeric facts).
• This structure enables users to perform ad-hoc queries, drill-down, and aggregate
data for different business perspectives.
Data Warehousing
Reporting and Analysis

• Data warehousing for e-business provides a foundation for reporting and
analysis. Business intelligence (BI) tools can be connected to the data
warehouse to generate various reports, dashboards, and visualizations.
• This enables organizations to gain insights into e-business performance,
customer behavior, product trends, and marketing effectiveness.
• Analyzing data from the data warehouse helps organizations make data-
driven decisions and identify opportunities for growth and improvement.
Data Warehousing
Decision Support:
• A data warehouse for e-business serves as a decision support
system, providing executives, managers, and analysts with
access to relevant and timely information.
• It enables them to monitor key performance indicators
(KPIs), track business metrics, and make informed decisions
based on comprehensive data analysis.
Data Warehousing
Scalability and Performance:

• Data warehousing for e-business requires scalability to
handle large volumes of data generated by e-business
operations.
• The architecture of the data warehouse should be designed
to handle increasing data volumes, support complex queries,
and provide fast response times for analysis.
Data Warehousing
• In summary, data warehousing for e-business plays a crucial role in
consolidating and organizing data from various sources to provide a unified
view of e-business operations.
• It enables organizations to gain insights, make informed decisions, and drive
business growth by leveraging comprehensive and reliable data stored in the
data warehouse.

Data Mining in E-Business

Data Mining
• Data mining in e-business refers to the process of extracting valuable
insights and knowledge from large volumes of data collected through various
e-business activities.
• It involves applying advanced analytical techniques and algorithms to
discover patterns, relationships, and trends within the data, which can then
be used to make informed business decisions and improve e-business
operations

Key Aspects of Data Mining in E-business:
Customer Segmentation and Profiling
Market Basket Analysis
Predictive Analytics

Key Aspects of Data Mining in E-business
Fraud Detection
Sentiment Analysis
Personalization and Recommendation Systems
Website Optimization

Customer Segmentation and Profiling:
• Data mining helps in segmenting customers based on their behavior,
preferences, and characteristics.
• By analyzing customer data, such as purchase history, browsing patterns,
demographics, and social media interactions, e-businesses can identify
distinct customer segments and create targeted marketing strategies.
• Customer profiling allows businesses to personalize their offerings, improve
customer satisfaction, and enhance customer loyalty.

Market Basket Analysis:
• Market basket analysis is a data mining technique used to identify
associations and patterns among products or services that are frequently
purchased together.
• In e-business, analyzing transactional data can reveal insights into product
associations, cross-selling opportunities, and recommendations.
• This helps in optimizing product placement, designing effective promotions,
and improving upselling and cross-selling strategies.

Predictive Analytics:
• Data mining enables predictive modeling in e-business by utilizing historical
data to make predictions about future events or customer behavior.
• By building predictive models, businesses can forecast demand, anticipate
customer churn, identify high-value customers, and predict product trends.
• Predictive analytics helps in optimizing inventory management, pricing
strategies, marketing campaigns, and resource allocation

Fraud Detection:
• Data mining techniques can be employed to detect fraudulent activities in e-
business transactions.
• By analyzing patterns and anomalies in data, businesses can identify
potentially fraudulent behavior, such as credit card fraud, identity theft, or
suspicious transaction patterns.
• This helps in reducing financial losses, ensuring secure transactions, and
protecting the interests of both businesses and customers.

Sentiment Analysis:
• E-businesses can leverage data mining to analyze customer sentiment and
opinions expressed through social media, reviews, and customer feedback.
• Sentiment analysis helps businesses understand customer perceptions,
evaluate brand reputation, and gauge the effectiveness of marketing
campaigns.
• This information can be used to improve customer service, enhance brand
image, and address customer concerns.

Personalization and Recommendation Systems:
• Data mining plays a crucial role in building personalized recommendation

systems for e-businesses.
• By analyzing customer data, such as purchase history, browsing behavior, and
preferences, businesses can provide personalized product recommendations,
content suggestions, and tailored user experiences.
• This enhances customer engagement, increases conversion rates, and
improves overall customer satisfaction.

Website Optimization:
• Data mining techniques can be applied to analyze website data, such as
clickstream data, user navigation patterns, and user interactions.
• This helps in optimizing website design, layout, and content to enhance user
experience, improve conversion rates, and increase website usability.
• By understanding user behavior and preferences, businesses can make data-
driven decisions to optimize their online presence.

Data Mining in E-Business
• Data mining in e-business enables organizations to leverage the wealth of
data generated through various e-business activities.
• It empowers businesses to uncover valuable insights, discover hidden
patterns, and make informed decisions to enhance customer experience,
improve operational efficiency, and drive business growth.

Data Mining Tools and Technics

Data Mining Tools and Techniques
SAS WEKA
IBM SPSS Modeler Python
Rapid Miner Neural Networks

Statistical Analysis System (SAS):
• SAS is a comprehensive data mining tool that offers a wide range of
statistical analysis and data mining techniques.
• It provides a user-friendly interface and supports various data mining tasks
such as clustering, classification, regression, and association analysis.

IBM SPSS Modeler:
• SPSS Modeler is a data mining and predictive analytics software that allows
users to build predictive models, conduct data exploration, and perform
advanced analytics.
• It offers a visual interface that makes it easy to create and deploy predictive
models without requiring extensive programming skills.

RapidMiner:
• RapidMiner is an open-source data mining tool that provides a graphical
interface for designing and executing data mining processes.
• It supports various data mining techniques such as classification, clustering,
regression, and association analysis.
• RapidMiner also offers machine learning algorithms and enables integration
with other programming languages.

Weka:
• Weka is another popular open-source data mining tool that provides a
collection of machine learning algorithms and data preprocessing techniques.
• It offers a user-friendly interface and supports tasks such as classification,
regression, clustering, and association rule mining.
• Weka also allows users to develop their own custom data mining algorithms.

Python with scikit-learn:
• Python is a widely used programming language for data analysis and machine
learning.
• The scikit-learn library in Python provides a comprehensive set of tools for
data mining, including various algorithms for classification, regression,
clustering, and dimensionality reduction.
• Python's flexibility and extensive libraries make it a popular choice for data
mining tasks.

R:
• R is a programming language and software environment specifically designed
for statistical computing and data analysis.
• It offers a wide range of packages and libraries for data mining, including
algorithms for classification, clustering, association analysis, and time series
analysis.
• R provides a command-line interface and supports both scripting and
interactive data exploration.

Decision Trees:
• Decision trees are a popular data mining technique that uses a tree-like model
to represent decisions and their possible consequences.
• They are used for classification and regression tasks and are easily
interpretable.
• Examples of decision tree algorithms include C4.5, CART, and Random
Forests.

Neural Networks:
• Neural networks are a class of algorithms inspired by the structure and
functioning of the human brain.
• They are used for tasks such as classification, regression, and pattern
recognition.
• Popular neural network architectures include multilayer perceptron (MLP),
convolutional neural networks (CNN), and recurrent neural networks
(RNN).

Association Rule Mining:
• Association rule mining is a technique used to discover relationships and
patterns among items in large datasets.
• It is commonly used in market basket analysis and recommendation systems.
• The Apriori algorithm is a popular method for association rule mining.

Clustering:
• Clustering is a technique used to group similar data points together based on
their characteristics or proximity.
• It is used for tasks such as customer segmentation, anomaly detection, and
pattern recognition.
• Examples of clustering algorithms include K-means, hierarchical clustering,
and DBSCAN.

Electronic Payment Systems
Lecture Five

Electronic Payment Systems
• Electronic payment systems, also known as digital payment systems or online
payment systems, refer to the methods and technologies used to facilitate
electronic transactions and transfer funds between parties over the internet
or other electronic networks.
• These systems enable individuals, businesses, and organizations to make and
receive payments electronically, offering convenience, speed, and security.

Types of E-Payments
Credit and Debit Cards: Mobile Payment

Apps
E-Wallets
Cryptocurrencies
Online Banking

Types of E-Payment
Credit and Debit Cards:

• Credit and debit cards are widely used for electronic
payments.
• Customers can make purchases by swiping or inserting
their cards into payment terminals or by entering card
details online.
Types of E-Payment
Online Banking:
• Online banking allows users to initiate
payments and transfers directly from their
bank accounts using internet banking
platforms or mobile banking apps.
Types of E-Payment
Mobile Payment Apps:

• Mobile payment apps, such as Apple Pay,
Google Pay, and Samsung Pay, enable users to
make payments using their smartphones or
other mobile devices.
Types of E-Payments
E-Wallets:
• E-wallets, also known as digital wallets, store
users' payment information and allow them to
make payments online or in physical stores.
• Examples include PayPal, Venmo, and Alipay.
Types of E-Payments
Cryptocurrencies:
• Cryptocurrencies, such as Bitcoin and Ethereum, are
digital currencies that use cryptography for secure
transactions.
• They operate on decentralized networks and offer
alternative payment methods
Payment Authorization and Processing
• When a customer initiates an electronic payment, the payment system verifies the
customer's identity and authenticity of the payment details, such as card information
or login credentials.
• The payment system authorizes the transaction by checking the availability of funds,
confirming the validity of the payment method, and conducting risk assessments
for fraud prevention.
• Once the transaction is authorized, the payment system processes the payment by
transferring funds from the customer's account to the merchant's account or
through an intermediary.

Benefits of E-Payment
• Convenience: Electronic payment systems offer convenience by allowing
users to make payments anytime and anywhere using their preferred devices.
• Speed: Transactions through electronic payment systems are processed
quickly, reducing the need for manual processing and eliminating the delays
associated with traditional payment methods like checks or cash.
• Security: Electronic payment systems incorporate security measures to
protect sensitive payment information and prevent unauthorized access or
fraud.

Benefits of E-Payment
• Traceability and Record Keeping: Electronic payment systems provide
detailed transaction records that can be easily tracked, monitored, and
reconciled.
• Cost Savings: Electronic payments can be more cost-effective compared to
traditional payment methods, reducing administrative expenses associated
with handling physical cash or checks.

Integration with E-commerce and Business
Operations:
• Electronic payment systems are essential for facilitating online transactions in
e-commerce.
• They enable businesses to accept payments from customers globally,
expanding their reach and sales opportunities.
• Electronic payment systems can be integrated with other business systems,
such as accounting software and inventory management, for streamlined
financial operations and efficient order processing.

E-Banking

E-Banking
• E-banking, also known as online banking or internet banking, refers to the
provision of banking services and financial transactions conducted over the
internet or other electronic networks.
• E-banking allows customers to access and manage their bank accounts,
conduct various banking transactions, and avail banking services remotely,
without the need to visit physical bank branches.

E-Banking
• Account Access and Management:
• E-banking provides customers with secure access to their bank accounts through online
banking portals or mobile banking apps.
• can view their account balances, transaction history, and other account details in real-
time.
• Account management features enable customers to update personal information, set
account preferences, and manage beneficiaries or authorized users.

E-Banking
• Fund Transfers and Payments:
• E-banking enables customers to transfer funds between their own accounts, make
payments to other individuals or businesses, and schedule recurring payments or bill
payments.
• Customers can initiate fund transfers using various methods, such as electronic fund
transfers (EFT), wire transfers, or through payment systems like Automated Clearing
House (ACH) or Real-Time Gross Settlement (RTGS).

E-Banking
• Electronic Bill Presentment and Payment (EBPP):
• E-banking platforms often offer electronic bill presentment and payment services,
allowing customers to receive and pay bills electronically.
• Customers can view their bills online, set up automatic payments, and track their
payment history.

E-Banking
• Account Statement and Transaction History:
• E-banking provides customers with online access to their account statements and
transaction history.
• Customers can review past transactions, download statements, and generate reports for
financial management purposes.

E-Banking
• Deposit and Withdrawal Services:
• E-banking allows customers to deposit funds into their accounts electronically through
features like mobile check deposit, electronic funds transfer, or online payment
gateways.
• Withdrawal services include options such as ATM cash withdrawals, online fund
transfers to external accounts, and requesting physical checks or bank drafts.

E-Banking
• Communication and Support:
• E-banking platforms provide communication channels for customers to interact with
their banks, such as secure messaging, chatbots, or customer support hotlines.
• Customers can receive important bank notifications, alerts, or updates through email,
SMS, or push notifications.

E-Banking
• Security Measures:
• E-banking employs various security measures to protect customer information and
ensure secure transactions.
• These measures include encryption, secure login processes, two-factor authentication,
fraud detection systems, and customer education on safe online banking practices.

E-Banking
• Integration with Other Financial Services:
• E-banking often integrates with other financial services, such as investment accounts,
loan applications, credit card management, and wealth management platforms.
• This allows customers to access a broader range of financial services through a single e-
banking platform.

E-Banking
• E-banking provides customers with convenience, flexibility, and accessibility
in managing their finances.
• It allows banking transactions to be conducted remotely at any time,
providing customers with greater control over their financial activities.
• E-banking has become an essential component of modern banking, offering
a secure and efficient way for individuals and businesses to manage their
financial needs.

Role of Government in E-
Commerce
Lecture Six

The Role of Government
• The Tanzanian government plays a significant role in promoting and
regulating e-commerce in the country.

• Policy Development and Regulation • Collaboration with Industry
• Infrastructure Development Stakeholders
• Digital Financial Inclusion • Trade Facilitation
• E-commerce Education and • Consumer Protection

Training • Data Protection and Cybersecurity
• Support for SMEs and Startups • Promotion of Local E-commerce
Platforms
Policy Development and Regulation:

• The government formulates policies and regulations to
create a conducive environment for e-commerce.
• This includes establishing legal frameworks, consumer
protection laws, and data privacy regulations specific to
e-commerce activities.
Infrastructure Development:
• The government invests in the development of digital
infrastructure, such as high-speed internet connectivity and
reliable telecommunications networks, to support the growth
of e-commerce.
• This includes initiatives to expand broadband access in both
urban and rural areas.
Digital Financial Inclusion:

• The government promotes financial inclusion by
encouraging the use of digital payment systems and
mobile money services.
• This helps to facilitate online transactions and enable
more people to participate in e-commerce activities.
E-commerce Education and Training:

• The government plays a role in promoting e-commerce
education and training programs to enhance digital skills
among entrepreneurs, small and medium-sized enterprises
(SMEs), and the general population.
• This helps to increase awareness and knowledge about e-
commerce practices and opportunities.
Support for SMEs and Startups:

• The government provides support and incentives for SMEs
and startups in the e-commerce sector.
• This includes access to financing, business development
services, incubation programs, and mentorship initiatives to
encourage entrepreneurship and innovation in e-commerce.
Collaboration with Industry Stakeholders:

• The government collaborates with industry associations,
chambers of commerce, and other stakeholders to develop
e-commerce standards, promote best practices, and address
industry challenges.
• This partnership helps to foster a healthy and competitive e-
commerce ecosystem.
Trade Facilitation:
• The government works towards simplifying and streamlining
cross-border e-commerce trade processes.
• This involves establishing efficient customs procedures,
implementing electronic customs clearance systems, and
participating in international trade agreements that support
e-commerce.
Consumer Protection:
• The government ensures that consumer rights are protected in
e-commerce transactions.
• This involves enforcing regulations to prevent fraud,
misleading advertising, and unfair business practices.
• Consumer dispute resolution mechanisms may also be
established to address e-commerce-related complaints.
Data Protection and Cybersecurity:

• The government emphasizes data protection and
cybersecurity measures to safeguard personal and financial
information in e-commerce transactions.
• This includes establishing data protection regulations,
cybersecurity frameworks, and incident response
mechanisms to address cyber threats.
Promotion of Local E-commerce Platforms:

• The government encourages the growth of local e-
commerce platforms and supports initiatives that promote
local products and services in the digital marketplace.
• This helps to stimulate local economic development and
job creation.
• By actively engaging in e-commerce development, the Tanzanian
government aims to harness the potential of digital technologies to drive
economic growth, job creation, and digital inclusion in the country.

CRM

CRM
• CRM stands for Customer Relationship Management.
• It refers to the strategies, practices, and technologies that businesses use to
manage and improve their interactions and relationships with customers.
• CRM systems are designed to streamline customer-centric processes,
enhance customer satisfaction, and drive business growth.

The Role of CRM
• Customer Data Management • Analytics and Reporting
• Sales and Lead Management • Integration and Collaboration
• Marketing Automation
• Customer Service and Support

The role of CRM
Customer Data Management:

• CRM involves the collection, organization, and management of
customer data.
• This includes contact information, purchase history,
communication logs, preferences, and other relevant data points.
• The CRM system acts as a centralized repository for customer
information, providing a holistic view of each customer.
The role of CRM
Customer Data Management :

• CRM focuses on enhancing customer engagement throughout the
customer lifecycle.
• It enables businesses to effectively communicate with customers, track
interactions across multiple channels (such as email, phone, social
media), and provide personalized experiences.
• This helps build strong customer relationships and fosters customer
loyalty.
The role of CRM
Sales and Lead Management:

• CRM systems provide functionalities for managing sales
processes and tracking leads.
• This includes lead capture, lead nurturing, opportunity
management, sales forecasting, and pipeline management.
• CRM tools help sales teams prioritize leads, track sales
activities, and improve overall sales efficiency.
The role of CRM
Marketing Automation:
• CRM platforms often integrate marketing automation features.
• This allows businesses to automate marketing campaigns, track
customer responses, and measure the effectiveness of
marketing efforts.
• CRM systems can segment customers based on various criteria
and enable targeted marketing activities.
The role of CRM
Customer Service and Support:

• CRM systems facilitate efficient customer service and support.
• They provide tools for logging customer inquiries, managing
support tickets, and tracking customer service interactions.
• CRM helps businesses provide timely and personalized
customer support, leading to improved customer satisfaction.
The role of CRM
Analytics and Reporting:

• CRM systems generate reports and provide analytics on
customer data, sales performance, and customer interactions.
• These insights enable businesses to make data-driven
decisions, identify trends, measure customer satisfaction, and
identify areas for improvement.
The role of CRM
Integration and Collaboration:

• CRM systems can integrate with other business systems and
tools, such as email, marketing automation software, help
desk solutions, and e-commerce platforms.
• Integration allows for seamless data exchange, streamlining
business processes, and ensuring consistency across various
touchpoints.
The role of CRM
Mobile CRM:
• Many CRM systems offer mobile applications or responsive
web interfaces, enabling access to customer data and CRM
functionalities on mobile devices.
• This facilitates remote access to information, allowing sales
teams and customer service representatives to engage with
customers on the go.
CRM
• The overarching goal of CRM is to create and nurture strong customer
relationships, enhance customer satisfaction, and drive business growth.
• By effectively managing customer interactions, leveraging customer data, and
implementing personalized strategies, businesses can improve customer
retention, increase sales, and gain a competitive edge in the market.

CALL CENTER
Lecture Seven

Call Center
• A call center is a centralized office or facility where customer service
representatives (CSRs) handle inbound and outbound calls on behalf of a
business or organization.
• Call centers are often established to manage large volumes of customer
inquiries, provide support, and facilitate efficient communication between
customers and the company.

Call Center
• Inbound and Outbound Calls:
• Call centers handle both inbound and outbound calls. Inbound calls are
initiated by customers seeking assistance, support, or information.
• Outbound calls, on the other hand, are made by CSRs for various purposes,
such as sales, surveys, follow-ups, or appointment reminders.

Call Center
• Customer Support and Service:
• One of the primary functions of a call center is to provide customer support
and service.
• CSRs are trained to handle customer inquiries, resolve issues, answer
questions, and provide product or service information.
• They aim to ensure customer satisfaction and maintain a positive customer
experience.

Call Center
• Multichannel Communication:
• Call centers may handle communication through various channels beyond
just phone calls. This can include email, live chat, social media platforms, or
messaging apps.
• The goal is to provide customers with multiple options to contact the
company and receive support or information through their preferred
channel.

Call Center
• Call Routing and Distribution:
• Call centers employ systems to route incoming calls to the appropriate CSR
or department based on specific criteria, such as the nature of the inquiry or
the customer's location.
• This ensures efficient call handling and minimizes wait times for customers.

Call Center
• Call Monitoring and Quality Assurance:
• Supervisors and managers in call centers often monitor calls to assess the
performance of CSRs, ensure adherence to established protocols and
procedures, and provide feedback for improvement.
• Quality assurance measures are implemented to maintain consistent service
standards and enhance customer satisfaction.

Call Center
• Scripting and Knowledge Management:
• Call centers may provide CSRs with scripts or standardized responses to
common customer inquiries.
• Additionally, knowledge management systems are utilized to store and
retrieve information, enabling CSRs to access relevant details quickly and
provide accurate and consistent information to customers.

Call Center
• Performance Metrics and Reporting:
• Call centers track performance metrics to evaluate their efficiency and effectiveness.
• Metrics may include average call handling time, call abandonment rate, customer
satisfaction scores, and other key performance indicators.
• Reports generated from these metrics help identify areas for improvement and
optimize call center operations.
•

Call Center
• Call Center Software and Technology:
• Call centers utilize specialized software and technology to manage calls and
customer interactions efficiently.
• This can include automatic call distribution (ACD) systems, interactive voice
response (IVR) systems, customer relationship management (CRM) software,
and call recording and analytics tools.
•

Call Center
• Call centers play a vital role in customer service and support for businesses
across various industries.
• By providing a dedicated and centralized communication channel, call
centers help businesses enhance customer relationships, resolve issues
promptly, and deliver consistent and satisfactory customer experiences.

BPO
Lecture Eight

BPO
• Business Process Outsourcing (BPO) is the practice of contracting specific
business functions or processes to an external service provider.
• It involves transferring certain non-core activities or operations of a
company to a third-party organization, allowing the company to focus on its
core competencies and strategic goals.
• BPO can encompass a wide range of processes, including customer service,
human resources, finance and accounting, IT support, data entry, and more.

BPO
• Scope of Services:
• BPO involves outsourcing specific business processes or functions that are
not integral to the core operations of the company.
• These processes can be repetitive, time-consuming, or require specialized
expertise that the company may not possess in-house.

BPO
• Service Providers:
• BPO services are typically provided by specialized companies or service
providers, often located in different geographic regions.
• These providers have expertise and resources dedicated to delivering efficient
and high-quality services in the outsourced domains.

BPO
• Cost Savings:
• One of the primary motivations for outsourcing is cost savings.
• Companies can benefit from reduced operational costs by outsourcing labor-
intensive or resource-intensive processes to locations with lower labor costs.
• This can result in significant cost efficiencies and improved profitability.

BPO
• Scalability and Flexibility:
• BPO offers scalability and flexibility to businesses.
• As the volume of work fluctuates, companies can easily adjust the level of
outsourced services to meet changing demands.
• BPO providers are equipped to handle both high-volume periods and
periods of lower demand.

BPO
• Access to Expertise:
• Outsourcing allows companies to tap into the expertise and specialized skills
of service providers who are experienced in specific domains.
• BPO providers often have a dedicated workforce with extensive knowledge
in the outsourced processes, ensuring efficient and effective service delivery

BPO
• Focus on Core Competencies:
• By outsourcing non-core activities, companies can concentrate their
resources and efforts on core business functions that directly contribute to
their competitive advantage.
• This allows businesses to enhance their focus on strategic activities,
innovation, and growth.

BPO
• Improved Service Levels:
• BPO providers are committed to delivering high-quality services within
defined service level agreements (SLAs).
• They often have well-defined processes, technology infrastructure, and
skilled personnel to ensure efficient service delivery and meet performance
targets.

BPO
• Risk Management:
• Outsourcing certain business processes can help companies mitigate risks
associated with those processes.
• BPO providers assume responsibility for managing and mitigating risks
within their domain of expertise, such as compliance, security, and
operational risks.

BPO
• Global Reach:
• BPO allows companies to leverage the global talent pool and access services
from around the world.
• This provides opportunities to tap into diverse skill sets, cultural knowledge,
and language capabilities to serve a global customer base.

BPO
• Strategic Partnerships:
• BPO can foster strategic partnerships between companies and service
providers.
• Collaboration and close cooperation between the client and the BPO
provider can lead to continuous process improvement, innovation, and
mutual success.

BPO
• Business Process Outsourcing has become a popular strategy for
organizations seeking to optimize their operations, reduce costs, and gain a
competitive edge.
• It enables companies to focus on their core strengths while leveraging
specialized expertise and resources from external partner

BPO in E-Business
• In the context of e-business, Business Process Outsourcing (BPO) can play a
significant role in enhancing operational efficiency, scalability, and cost-
effectiveness.

BPO in E-Business
• Customer Support:
• E-businesses often require robust customer support to handle inquiries,
provide assistance, and resolve issues.
• Outsourcing customer support functions, such as phone or chat support,
email management, or social media engagement, allows e-businesses to
provide 24/7 support, handle high call volumes, and deliver prompt and
efficient customer service.

BPO in E-Business
• Order Processing and Fulfillment:
• BPO can be utilized to outsource order processing and fulfillment activities
in e-commerce operations.
• This includes order verification, inventory management, packaging, shipping,
and tracking.
• Outsourcing these tasks can help e-businesses streamline their supply chain,
improve order accuracy, and meet customer expectations in a timely manner.

BPO in E-Business
• Data Entry and Management:
• E-businesses often deal with large volumes of data, such as product
information, customer records, and transaction details.
• Outsourcing data entry and management tasks can help ensure accurate and
organized data, improve data quality, and free up internal resources for more
strategic activities.

BPO in E-Business
• Content Moderation and Management:
• E-businesses that rely on user-generated content, such as online marketplaces
or social media platforms, may outsource content moderation and
management processes.
• This involves monitoring, reviewing, and filtering user-generated content to
ensure compliance with guidelines, prevent inappropriate or offensive
content, and maintain a positive user experience.

BPO in E-Business
• IT Support and Infrastructure Management:
• BPO can be utilized to outsource IT support and infrastructure management
for e-businesses.
• This includes network monitoring, server maintenance, software updates,
cybersecurity management, and help desk services.
• Outsourcing these tasks allows e-businesses to access specialized IT
expertise, ensure system reliability, and reduce the burden on internal IT
teams.
BPO in E-Business
• Digital Marketing and Advertising:
• E-businesses can outsource aspects of their digital marketing and advertising
activities to BPO providers.
• This can include search engine optimization (SEO), pay-per-click (PPC) advertising
management, social media marketing, content creation, and analytics.
• Outsourcing these functions allows e-businesses to leverage specialized marketing
expertise, optimize campaign performance, and reach target audiences effectively.

BPO in E-Business
• Payment Processing and Fraud Prevention:
• BPO providers can handle payment processing and fraud prevention services
for e-businesses.
• This includes secure payment gateways integration, transaction monitoring,
fraud detection, and chargeback management.
• Outsourcing these critical functions ensures secure and reliable payment
processing while mitigating the risks associated with fraudulent activities.

BPO in E-Business
• Data Analytics and Reporting:
• BPO providers can assist e-businesses in analyzing and deriving insights
from their data.
• This includes data mining, predictive analytics, performance tracking, and
reporting.
• Outsourcing these tasks enables e-businesses to leverage advanced analytics
capabilities, gain valuable business insights, and make data-driven decisions.

BPO in Business
• By outsourcing these specific functions, e-businesses can benefit from cost
savings, access to specialized skills and technologies, scalability to
accommodate business growth, and the ability to focus on core business
activities.
• However, it is crucial for e-businesses to carefully choose BPO partners,
establish clear communication channels, define service level agreements, and
ensure data security and privacy to maintain a successful outsourcing
relationship.
END
THANK YOU
Mr. Kikwembo D. Mlekwa (kikwembo.mlekwa@cbe.ac.tz or 0714585989) 15/06/2023 00:35

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Focus on business processes

Usage of global network

New potentials and opportunities for cooperation

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Increased Transactions Speed

Improved Cost efficiency

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Advertisement Sponsorship Syndication

Affiliation Sales commissions Use Fees

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