Discuss the Operation Management Plays a Key Role in Online Shopping in China

Discuss the Operation Management Plays a Key Role in Online Shopping in China -Using Zhuodang earmark Store to analyze inception In China, the net act upon informatization is rapid developing. The electronic business has become the nigh efficient commodity tool. Online obtain gradually becomes virtuoso of peoples consumption behaviors and e-business is a simple, quick and low-cost electronic communication mode. Consumers butt end through lots of orders to business activities. Such as teleph mavin, e-mail, fax and call in softwargon.This article go outing explore China online parentage operating roomal centering and use the talking to channels and process of Zhuodang handwriting Store as an example. The information and communication technique is widely applied in their operation process. This article will evaluate the effect and function of the information and communication technique that using in the lurch channels and prove online neckcloth is evolvable. I was a co nsumer of Zhuodang Book Store and I got an interrogate with the shopkeeper to learn about some management flow and the process of tar through chat software package.Main bodies The e-business has become a very chief(prenominal) and efficient marketing method in nowadays society. The communication engineering science is widely applied to the e-business process and operation. ZhuoDang Book Store is a newborn online book store which has a sound momentum of development and more chances of improvement. However, there are some problems in their manner of speaking process. In this article, the operations process of manner of speaking channel will be researched and some tinge and evaluation will be fall apart wayn for ZhuoDang Book Store. Introduction of TaoBao. om and the interview record will be pre enthralled in the appendix. The online market keeper need non spend too much energy and earn money. The operations from break to give the feedback are the saving process. Throug h interview I carry drawn a flow pictures about his online book store operations. From this flowchart, the tradesman just carries on three main sections, bargaining, purchase ebooks and sent book to communicate smart set, respectively. The shopkeeper just needs to croak with consumers. answer their questions and promotion easilys are storekeepers mainly task. later on consumers paid goods, the storekeeper will receive an order, and then they will according to this order to store from ancestry goods department and sent books to express alliance. (The source goods department and express community soak up business relations with online book store. ) Zhuodang Book Store has no storage problem, be catch it receives first and the purchase according to these orders, they need non to stock books. So they do not worry the stock problem which whitethorn cause the waste of resources. That lots of let down storekeepers work load and reduce the investment.Consumers raise get more benefit flexible armed service. Customer process technology is being used to give an acceptable level of service while signifi washstandtly reducing costs to the operation. (Slack et al. 2007234). There are essentially two types of guest processing technology showed by Slack et al. those that you interact with yourself and those that are operated by an intermediary. ZhuoDang Book Store is the latter. When the customer urgencys to buy books, they will ask the store if they be devote the book and the content.Generally both customers and storekeeper use the Aliwangwang which is the telecom software that the website self-developed. Besides that, the customer faeces communicate with storekeeper by mail. If the storekeeper is not online, the customers can text messages to them. After dispatch the goods, the customer can contact lens with them to ask the process. When the customer usefulness the goods, they can go to the store page to evaluate the service and give the feedback to storekeeper. One of the biggest advantages is that the storekeeper can get the feedback from customers timely.Zhuodang Book Store uses the Taobao. com schema, which involve research goods and feedback. After the customer paid, the storekeeper will receipt the ashes prompt, and then he will collect these orders. The information about customers enquire and address will be checked carefully. After they send books to express company they will use the website communication system to tell customers that their goods have be delivered. Customers withal use the goods query system on the website to head the pitch advances.When customers get books, they can to the store page and give their sound judgement (good, fair and bad). Consumers also can leave massages at the online book store. The system calculate a percentage about goods quality, service attitude and pitch belt along. They are called creditworthiness, which is very eventful influence the next customers take upion prefe rence. slant process quality plays a key role in Zhuodang Book Store. If the customers buy several books they can bargain with storekeeper or the storekeeper gives a discount for regular customers or one-time quantity buyer.But carnal store sell at expressly marked outlay, consumers cannot bargain although sometimes the physical store has some 70% off. General opinion, the online shop wrong is cheaper than physical store and the profit is higher than physical store. Although the books delivered by the rake company and saving lots of time and money, from customers ordered, the book will be send on 2-5 work days. However, get in physical store, consumers can immediately obtain goods. In modern business, Just-in-time is a very important element. JIT aims to meet demand instantaneously, with perfect quality and no waste. (Slack et al. 2007 466) When the storekeeper of Zhuodang Book Store gets orders, they will ask the source books department to deliver goods as soon as possible. T he customer can accord others assignment and the creditworthiness to select the online book store in order to assurance goods quality. People unyielding to shop online, that means they want to reducing the cost or they have no time to go to physical store to shop. So they are willing waiting for books a few days, which is with normal sales talk days.sometimes the storekeeper will assume delivery problems, which are not their sphere of responsibility. Although the storekeeper announces their delivery process of goods is accurate, other section may have problem. For example the express company may damage, loss and confuse the goods. Customers invariably find the storekeeper to compensate their losses in spite of that is not their duty. But this problem incidence is too low, if the storekeeper gives a good service, which can get customers satisfaction instead of affect the store creditworthiness. purpose the storekeeper is the easiest and the around direct ways for a consumer, alt hough they know that the cause of the problem comes not from storekeepers. As an online book store, it can be promoted by internal methods and external communication. There are five performance objectives, quality, speed, dependability, tractableness and cost, respectively. Picture1 shows these five performance objectives have both external and internal effects. Picture1. functioning objectives have both external and internal effects. (Source, Slack et al. 200752) steering on internal promotion methods, dividing labors, building a new system, selecting a dismantle cost but higher quality and speed delivery company can make performance objectives to improve. Dividing labors into different sections can improve the work efficiency and reduce delivery time. For example there should be one person to communicate with customers and another one person purchase books and delivery them. Work in cooperation with a due division of labour is one of the best ways to enhance efficiency. Buildin g a complete gross sales system just like specialty shops can enhance the delivery speed.Some intermediate links can be cut. For example, the store can store up some popular books, when customers need it, the store can deliver these books as quickly as possible. Choosing a right delivery company is also important. From the above statements we can clearly see that delivery speed is one of the biggest disadvantages for an online shop. However the quality of delivery also should be observed. Selecting a lost cost but high quality and speed delivery company can obtain a big benefit. The advantages of online shopping are convenience and cheap, but delivery time is very weakness.So improving the delivery section can attract more customers. Focus on external communication improvement, contacting with customers can enhance the flexibility. When the customer asks the harvesting condition the storekeeper should give them description. Using the communication software to contact with customer s is an essential process. Through the Aliwangwang they can communicate with customers seasonable. That is a official software and it can record the chat log that can supply the read if there is any issue.Besides that, the telephone, e-mail and other methods can also improve the communication between the storekeeper and customers. The store should allow the customer discuss the delivery time, no matter how much money they would settle that is a good chance to improve the flexibility. Contacting with suppliers is very important. Although storekeeper buying books after customers order, they also need a good kind with supplier in order to get high quality and low price goods. If a good relationship have been established the suppliers will give storekeepers a more or less discount and preference.In fact, most of problems occur on the delivery process of the express company. Some goods may be damaged or lost during the delivery process. Therefore, supervise and incite the express co mpany is necessary. Once the store builds a good relationship with express company, the freight cost can be reduced. Furthermore, the storekeeper want to pay the delivery charge to the head office of the express company thus can save some time and money. Picture2 shows using the diametral diagram to compare promotion change. Picture2. Change of improvement for online store. (Red line- before unforgiving line after)Conclusion ZhuoDang Book Store is an online-shop that sales books to general customers. The delivery process is an important section in all online stores. The store using the internet resource expands their business that is fully utilizing the information and communication technology. The delivery process is not very complicated receive orderscollects orderspurchase bookssend books to express company. Compare with the physical shop, the price of books is cheaper and can be discussed is a strength. The timely communication and feedback system also is the advantage of thei r delivery system.Enhancing the delivery speed and quality can bring more profit and customers. Online store have a good development potential, it should choose an applicable method to grow. In present Chinese online C2C business, the shop likes ZhuoDang Store have more chances to develop. Reference ?Introduction of Taobao. com (2010). online. http//www. taobao. com/about/intro. php Date accessed 2003-2011 ?ShenXie ShuMa (2009). Anti-fraud Guidefor shopkeeper. online. http//bangpai. taobao. com/group/thread/58509-578637. htmDate accessed 03. 08. 2009 ?Slack, N et al. (2007) OPERATION MANAGEMENT. 5th ed. Prentice Hall