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Key Indicators for Successful Internet Commerce 141
Testing and Training
Furthermore, because e-commerce incorporates more than one discipline, a
variety of consultants are used - and they do not solve everything (James, 1997).
Most of the time, there are no contingency plans and systems are not tested. Many
people do not train their staff and organizations, then enter the denial stage.
Involvement of Stakeholders (Top Management)
Involvement of a range of stakeholders, from the end-user right through to top
management is one of the key issues in systems development. In fact, the Standish
group report stated (see Johnson, 1995) that lack of users’ involvement was a key
problem contributing to IS failures. As already suggested, e-commerce development,
should be rooted in sound methodology. James (1997) provides an example
of a departure from this. He suggests that one of the big problems with the
development of e-commerce sites is that top management is clueless, especially
when business goals are fuzzy.
One non-negotiable role of involvement of the top management is alignment of
e-commerce projects with organizational objectives (Abels, 2002). This strategic
function bears an important relevance on steering transition in the right direction.
Furthermore, it should be the role of top managers to allocate responsibility for the
development of the site. The responsibility for the development of the site,
according to Auger and Gallaugher (1997), should come from inside the organization.
However, Abels (2002) suggests that the e-commerce project team should be
created separately from the organization’s IT department, and should include
marketing strategists form the beginning.
ITQuadrant (2001) reaffirms the importance of senior management’s role.
They noted that senior management must be heavily involved in the development of
the company’s e-commerce direction right from the start. The e-commerce strategy
must be tied to the business plan. E-commerce initiatives must also be well
integrated with the overall business strategy.
Consideration to the needs of end-users should also not be neglected.
Traditional thinking is too rigid and internally focused and fails to take into account
the goals of the user, according to Abels (2002). James (1997) in reporting on
various e-commerce “fiascoes” that prevail also refers to end-users’ involvement.
One of several issues commented on is that the people that use the site (end-users)
do not participate in the development. Projects can fail if they do not meet user
needs. Once again, this points to e-business’s neglect of well-researched and tested
systems development methodology.
Abel (2002) asserts that users want fast, friendly, easy-to-use solutions.
Developers should learn users’ goals. The site should be structured for Web users
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