From: Subject: Online Minicase W2.2 Date: Sun, 27 May 2007 21:27:31 +0430 MIME-Version: 1.0 Content-Type: multipart/related; type="text/html"; boundary="----=_NextPart_000_006E_01C7A0A5.D5B67120" X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.3959 This is a multi-part message in MIME format. ------=_NextPart_000_006E_01C7A0A5.D5B67120 Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Content-Location: http://higheredbcs.wiley.com/legacy/college/turban/0471705225/web/minicase/ch02/w2_2.html Online Minicase W2.2 =20

Raffles Hotel, Singapore=92s colonial-era landmark and now a = national=20 monument, is the flagship of Raffles Ltd., which manages 16 luxury = hotels=20 worldwide, including two in Singapore, as well as 36 restaurants. = Raffles Hotel=20 operates in a very competitive environment. To maintain its worldwide=20 reputation, the hotel must spend lavishly on every facet of its = operation. For=20 example, the hotel once stocked 12 different kinds of butter, at a high = cost.=20

All this changed in 2001, when Raffles moved its purchasing and = sales to=20 the Web by creating a private online marketplace. Here is how it works:=20

To do business with Raffles, each of 5,000 potential vendors = must log on=20 to Raffles=92s electronic exchange. As for the purchasing, Raffles = conducts=20 reverse auctions (see Chapter 4) among qualified suppliers. This reduces = the=20 number of suppliers while increasing the quantity purchased, enabling = lower=20 purchasing prices. For example, butter is purchased now from only two = suppliers.=20 Also, negotiations can take place online.

The private exchange = is=20 strategically advantageous to Raffles in forcing suppliers to disclose = their=20 prices on the exchange, thus increasing competition among suppliers. To = convince=20 the purchasing agents at Raffles that their jobs were secure, they were=20 encouraged to collaborate on the system. The company is saving about $1 = million=20 a year on procurement from eight high-volume suppliers for items such as = toilet=20 paper and butter alone.

The exchange is also used as a = sell-side,=20 allowing other hotels to buy Raffles-branded products like tiny shampoo = bottles=20 and bathrobes. Raffles-branded products are considered luxury products, = making=20 the hotels purchasing the products look upscale.

Since each = Raffles=20 Hotel has its own information system, as do their trading partners, it = is=20 necessary to create a global, secured system that will connect all the = parties.=20 This is done via an extranet.=20

Sources: Compiled from P. Greenberg, CRM at the Speed of = Light:=20 Capturing and Keeping Customers in Internet Real Time, 2nd ed. (New = York:=20 McGraw-Hill, 2002), Asian Wall Street Journal, May 21, 2001, p. = T1, and=20 from bexcom.com.=20

Questions for Online Minicase 2.2

  1. Why is an extranet needed?=20

  2. Which Web-based systems are likely to support this venture?=20

  3. Is this an operational, managerial, or strategic system? Why?=20

  4. Identify TPSs and any functional systems that are involved in this = venture.


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