【正文】 er since its origins as a defence and academic puter work although most munities are still not particularly oriented toward merce. However, the World Wide Web has changed and broadened the nature of the Inter and the way in which mercial transactions are conducted. The CEO of Kodak is alleged to have remarked that he couldn’t tell if the Kodak Website was a money maker. But he knew it was important because it was the most personal way of selling since door to door salesmen, only now the customers were knocking on Kodak’s door. Armstrong and Hagel propose four types of nonexclusive electronic munities, those: interested in transactions。s (1996) directory of Commercial Services on the Net, and there were 54,800 entries in the Companies directory of the Yahoo Guide to WWW (Yahoo, 1996), with the total number of Web sites doubling approximately every two months. Jim Clarke, the chairman of Netscape, estimated the Inter has 40 million users in 1995 with growth at 8% per month (Clarke, 1995). The Inter is only one aspect of technology. Businesses require information and supporting systems (processes) to handle the data over time these systems have bee puterised (IT). Modern information technology can both support the processes and help capture useful information for the enterprise. These technologies include: 1. Organizational support systems, such as workflow and groupware making businesses more efficient. 2. Customer contact databases helping capture information about customers and facilitate new methods of marketing. 3. Electronic payment systems for goods and services these are emerging, although the majority of payments are still based on relatively expensive traditional cheque clearance. Collectively and individually, these areas will contribute to major changes in the way a pany conducts its business. Enix have coined the term Workware to describe the bination of these technologies. Figure 1 The emergence of Electronic Commerce will be underpinned by three key ponents However, there is still widespread misunderstanding on the value of anisational support technology. A recent survey of 437 large enterprises by research pany Xephon (1996) indicated that an astonishing proportion (44%) had no immediate intention of introducing modern information handling systems (Groupware was defined by Xephon as Lotus Notes, Microsoft Exchange and Novell GroupWise). Of these, 65% said they were unsure what these technologies could deliver. From these statistics, it is clear many anisations are still sceptical about the benefits of technology. The efficient collection, utilisation, handling, storage and dissemination of information is a vital ponent of corporate success in the modern business world. However, the gathering and use of information must take into account issues of privacy and security. A recent feature in the Financial Times (1996) noted that … in order to thrive in the 1990s, financial services anisations are as much in the business of managing and manipulating information as managing and making money. Furthermore, the interest shown in topics such as TQM and BPR has demonstrated the importance of processes as a fundamental building block. Inevitably a few savvy anizations in each sector will utilise all three ponents to change their market or develop new markets. Those who do not adapt quickly to the new ways of working are likely to be disadvantaged as their strategies bee redundant. All businesses should investigate the implications of these technologies for them and the markets within which they operate. Marketing Champy, Buday and Nohria (1996) argue that the rise of electronic merce and the changing consumer processes brought about through electronic munities are likely to lead to a new wave of reengineering, mergers and acquisitions. Moreover, anizations may expand into new business areas, taking on roles unforeseen prior to the rise of the Web. For example: a magazine publisher, Cond Naste, has moved into the travel business。 Novak (1996) quote a number of surveys (O39。在沒(méi)有對(duì)其它供應(yīng)商打開(kāi)他們的服務(wù)情況下，微型電話無(wú)所不在，它創(chuàng)造了供應(yīng)商能處理與顧客良好的關(guān)系的環(huán)境。專家系統(tǒng)也為修理問(wèn)題積累數(shù)據(jù)并對(duì)公司的的設(shè)計(jì)和加工反饋有價(jià)值信息。 這種 準(zhǔn)時(shí)生產(chǎn)制 訓(xùn)練服務(wù)意味技術(shù)人員不再需要昂貴和長(zhǎng)的個(gè)人訓(xùn)練，也就是說(shuō)，用現(xiàn)在的電子產(chǎn)品一個(gè)難題將很快被解決。 而且 , 服務(wù)工程師將根據(jù)專家系統(tǒng)訓(xùn)練應(yīng)用進(jìn)一步說(shuō)明介紹生產(chǎn)收入。一旦系統(tǒng)被實(shí) 施了 , 他們使用了 Tel 基于 JIT 的庫(kù)存實(shí)踐為替換件。為迅速交付通過(guò)對(duì)在線排序的使用結(jié)合遞送急件服務(wù) , 從二個(gè)星期到二天企業(yè)能消滅地方零件倉(cāng)庫(kù)和減少平均修理時(shí)間。 這位制造商售后服務(wù)輔