Emerging Modes of Business

❖ e-Business
It refers to the computerised system of carrying out business, including industry,
commerce and trade.

❖ Traditional Business
It refers to the system of trading goods and services, wherein both the buyer and the seller
are present at the same place and at the same time when the transaction is made.

❖ e-Business vs Traditional Business

Basis of Difference Traditional Business e-Business

Formation is relatively
Formation is
Ease of formation difficult, as it requires a
relatively easier.
proper physical set up.
Follows a non-
Follows a hierarchical hierarchical
Internal communication communication structure communication
(from top to bottom) structure (no
defined structure)
Relatively low (as
Start-up cost Heavy physical facilities
are not required)
Comparatively
Restricted to the physical
Market access wide with no
domain
defined domain
Operating cost High Low
Contact Indirect Direct
Response time to customer
Long Negligible
requirement
Personal touch with
High Less
customers
Comparatively
Global access Less
more
Skilled or semi-
Workforce Professionally qualified
skilled
Transaction risks Low High
Government support Declining Increasing
Organisational structure Vertical Horizontal

❖ Concept of e-commerce
It refers to the trading of goods and services through computer systems and online
networks.
e-Business versus e-Commerce

Basis of Difference e-Commerce e-Business

Refers to the use of
Refers to the use of internet
internet for various
specifically for trading of
Meaning business activities
goods and services between
including trading of goods
customers and suppliers.
and services
Scope Limited Vast
Includes e-commerce
along with other business
functions that are
Includes only the interaction
conducted electronically
Activities included of buyers and sellers (online
such as production and
vendors) over the Internet
inventory management,
product development and
accounting

➢ Resources Required to Set Up an e-Business

The following resources are required to set up e-business.
a. Computer hardware with appropriate technology, which forms the prerequisite for e-
business
b. Proper telecommunication system (internet connection, telephone line) to ensure
effective communication between the seller and buyer.
c. Efficient payment mechanism with proper arrangements from commercial banks and
credit card agencies.
d. Qualified workforce that are well verse with computer and internet and can
appropriately handle queries, orders from the customers.
e. Well-designed and comprehensive website presenting information to customers
regarding the types of products, price and other such relevant information.
f. Support services such as consulting and certification services.

➢ Scope and Constituents of e-business

• B2B Commerce (Business-to-Business Transactions)
⚬ Refers to the transactions or trade between one business and another. Enables
strengthening of communication and distribution networks, facilitate transfer of
information, exchange of technological know-how.
⚬ Example: Distributing goods to distributors, inviting tenders from other business units.

• B2C Commerce (Business-to-Customers Transactions)

⚬ Refers to the transactions between a business firm and its customers
⚬ Includes not only sale or purchase of goods and services but also other marketing
activities through the online mode.
⚬ Example: Selling of goods and services, after sale services.

• Intra-B Commerce
⚬ Refers to the transactions between the different departments of the same business house
⚬ Enables firms to improve efficiency and take care of the consumer requirements
⚬ Example: Placing orders to suppliers, recruitment of employees, etc.

• C2C Commerce
⚬ Refers to transactions between one consumer and another.
⚬ Involves the trading of second-hand (used) goods
⚬ Example: Sale and purchase of used furniture, exchange of information regarding the
quality of products, etc.

➢ Applications of e-Business
The following are some of the applications of e-business:
• e-Procurement- It refers to procuring supplies through the online trading between
sellers and buyers. It involves reverse auctions facilitating trade between multiple sellers
and a single purchaser.
• e-Delivery- This refers to the electronic delivery of multimedia content such as
softwares, books, videos, games and movies, directly to the computer system of the
customer. The payment for this is usually made online.
• e-Auction- This involves online bidding for various products and services.
• e-Communication- It involves the promotion of goods and services through online
catalogues and images.
• e-Trading- It refers to the online purchase and sale of financial instruments such as
shares, debentures and bonds.

➢ Benefits of e-Business
The following are some of the benefits of e-Business:
i. It is easy to form, as the investment required to start up an e-Business is almost
negligible.
ii. It provides global access to both buyers and sellers. The sellers can reach out to their
customers beyond geographical boundaries with wider and better choices.
iii. Unlike traditional modes of business, e-business provides easy accessibility to the
consumers from anywhere and at any time.
iv. It is consumer-friendly, as it saves the time and effort of the consumers.
v. It provides a wide range of payment options like debit cards, credit cards, cash on
delivery and EMI to its customers.
vi. It allows businesses to customise products according to the tastes and preferences of
the consumers.
vii. It helps to maintain a direct contact between buyers and sellers.
viii. Less manpower is required to carry out an e-business; hence, it is cost effective.
ix. It saves the time and efforts of the customers, as it allows them to shop from anywhere
and at any time. This reduces the time and cost of individually visiting a store and buying
goods.
x. The payment procedure is really quick, as the transactions generally take place through
the Internet.
xi. It enables effective sales promotion through interactive multimedia and animation.

➢ Limitations of e-Business
The following are the major limitations of the e-business:
⚬ It lacks personal touch, as the consumers and the sellers are not physically present
during the transaction.
⚬ Online trading and transactions are highly prone to Internet risks and online threats.
⚬ It requires basic knowledge on computers and the Internet. This often creates distress
among the people who are not well versed with this technology.
⚬ It involves ethical concerns, as companies today keep an ‘electronic eye’ (track of email
accounts, computer files) on the employees.
⚬ It requires high degree of technical knowledge and capability. Often, in the developing
countries, there is a shortage of such skilled professionals.
⚬ It involves high risk, i.e., there is anonymity on part of the parties involved; this increases
the risk of hacking, virus, etc.
⚬ In some cases, there might be a delay in shipping the orders. This can create a lot of
problems for the buyers.
⚬ e-Business fails to attract customers particularly in cases where a personal touch is
needed to sell commodities.

❖ Online Transactions
Online trading enables customers to trade from anywhere and at any time. Following are
the various steps involved in online trading:
i. Step 1: Finding an appropriate and reliable shopping website and registering on it.
ii. Step 2: Browsing the products and selecting the desired ones with the place of delivery.
iii. Step 3: Proceeding to the payment window and choosing a suitable mode of payment.
Following are the different payment modes that are generally available to the users:
a. Cash-on delivery (CoD)- The payment is made in cash at the time of delivery.
b. Cheque- The payment is made through cheque and when the cheque is realised, goods
are delivered by the seller.
c. Net banking- Electronic payment via internet is made to the bank account of the online
vendor.
d. Credit or Debit Cards- These cards (also known as plastic money) can also be used to
make the payment. The payment so made is linked to the bank account of the user.
e. Digital cash or e-cash- It refers to a system of purchasing cash in relatively small amounts
and storing it in the computer system. The consumer can then spend the cash to make
electronic purchases over the Internet.
f. EFT- It refers to the direct transfer of funds through any electronic terminal or Internet. It
instructs a financial institution, normally banks, to make the payment.
g. E-Cheque- This is similar to the paper cheque but are comparatively quick as they are
processed through Automated Clearing Houses.

❖ e-Business Risks
The following are the various types of risks associated with e-business/online trading:

• Data storage risk- Data stored in a system is prone to misuse by hackers and fraudsters.
Transaction risk- The following are some of the transaction risks.
1. Default on order taking or giving- Either the seller denies that receipt of order or the
customer denies the placement of order.
2. Default on delivery- In this case, either wrong goods are delivered or the goods are
delivered at the wrong place. It can also happen that the goods are not delivered at all.
3. Default on payment- The seller denies the receipt of any payment, while the customer
claims to have made the payment.
• Risk of threat to intellectual property and privacy- Information uploaded on the
Internet is prone to leakage and getting copied.

❖ Safety Measures during Online Transactions

The following measures can be taken to ensure safety in online transactions:
i. Verification of cookies: Information provided by customers can be verified using
cookies.

ii. Confirmation of the order: The online vendor should confirm all the details like credit
card number, card issuer and validity provided by the customers before the delivery of the
goods.

iii. Anti-virus software: To guard against any form of virus, anti-virus software must be
installed and regularly updated.

iv. Cryptography/encryption technology: Cryptography protects the information by

transforming it into an unreadable format. Only those with a code can access the
information.

v. Cyber crime cells: Cyber crime cells are specially set up to keep a check on cyber crimes.

❖ Outsourcing
➢ Definition- It refers to the process of contracting out less important (i.e., non-core)
business activities to external agencies that are highly specialised in those business
activities.

➢ Characteristics of Outsourcing

The following are its main characteristics:

⚬ In outsourcing, companies contract out certain activities to other firms that specialise in
them.
⚬ Generally, non-essential activities that are contracted out.
⚬ Activities may be outsourced to a third party.

➢ Need/Benefits of Outsourcing

The following are some of the benefits of outsourcing:

i. By contracting out non-essential activities, companies can easily focus on the core
activities.

ii. The external agencies to which the tasks are contracted out are highly specialised in
those activities. This contributes to the overall efficiency of the company.

iii. Outsourcing reduces the operating costs of the company.

iv. Through contracting out services, outsourcing helps in generating employment

opportunities in most of the countries.

v. Outsourcing the non-core activities to other firms help an organisation to carry out its
core operations smoothly.
vi. By facilitating the production and supply of quality products, outsoucing helps
in attaining the objective of excellence.
vii. It helps to lessen the labour problems, as the staff of the outsourcing agencies are not
the responsibility of the firm.
➢ Concerns over Outsourcing

The following are the limitations of outsourcing:

i. Confidentiality: It might happen that the outsourcing firm shares the vital information
supplied by one firm with its business rival that has also outsourced tasks to it.
ii. Quality concerns: It can happen that the outsourcing firm might not actually adhere to
the quality standards as required.
iii. Resentment in home country: If the home countries of these enterprises that outsource
activities are facing unemployment, then this may lead to resentment and disturbance.
iv. Ethical fallouts: The outsourcing countries might take undue advantage of the weak
labour rules and policies, especially in the underdeveloped countries.

❖ Concept of BPO
Business Process Outsourcing refers to the process of outsourcing non-core activities of a
business, particularly customer-oriented services, to any other firm that specialises in
them.

➢ Scope of BPO
Some of the services provided by BPOs are telemarketing, customer service, customer
relation management and administrative services.

❖ Concept of KPO
It refers to the outsourcing of information or knowledge-based activities that forms an
integral part of any business.
➢ Scope of KPO
➢ The following services are provided by KPOs:
a. Research services
b. Data analysis
c. Patent research
d. Legal research
e. Investment research

❖ KPO vs BPO
Basis of Difference KPO BPO
Knowledge and information
Domain of activities Process oriented
oriented
Personnel required Highly qualified and skilled Semi-skilled
Analytical thinking and Standardised
Expertise
technical skills processes
Salaries drawn Higher than those in BPOs Comparatively low

❖ Factors Responsible for the Growing Importance of e-Business and Outsourcing

❖ The following are the factors that are responsible for the growing importance of e-
business and outsourcing:
i. They speed up business processes by enabling round the clock trading of goods and
services.
ii. They facilitate innovation and technological development.
iii. They facilitate the availability of quality products at lower costs.
iv. They pave the way to effective post-sale services.