Welcome to the presentation of E-Service

Group Members: K. Abbas, N. Asif, M.J. Feenstra, Majed Putrus, J. Laabs, J. Qian, J. Qu, R. Zeemans

The Boeing Company

Introduction

• Founded in 1916 in Puget Sound, Washington

• World’s leading aerospace company

• Service provider to famous companies

• The second biggest defense company in the world

• With more than 150,000 employees in more than 70 countries

• Total company revenues for 2006 were $61.5 billion

Boeing Management Model

Driving performance through growth and productivity and leadership development

Financial Performance

$0

$20

$40

$60

2003 2004 2005 2006

46%46%

Year-end 2006

53%53%Integrated Defense Systems

Total revenue = $61.5 billion

Commercial Airplanes

BCC/Other 1%

81 76 71

124174

224

87

65

$0

$50

$100

$150

$200

$250

2004 2005 2006 2007Q3

Revenue Growth

EPS Growth

Backlog Growth

53.651.449.3 205

61.5 295250

152

$0

$1

$2

$3

$4

2.30

3.20

2003 2004 2005 2006

3.62*

2.85

0.89

8% Compound Annual Growth

Rate

8% Compound Annual Growth

Rate

>4X revenue

>4X revenue

Implementation of E-Service

•Reverse auctions

•Adoption of intranets and extranets

•Assessing the significance of digital channels

•E-procurement

•Customer acquisition

•Process redesign

•Intranet content creation

Reverse auctions

1. Make Market (specs)

2. Identify Suppliers

3. Pre-Award Review

4. Approved Suppliers Listing

5. Identify Specific Terms & Conditions

6. Invite Suppliers

7. Set Up Auction

8. Conduct Auction

9. Contract Write-up

Adoption of intranets and extranets

•Increase usage

•Produce more dynamic content

•Encourage more clients to order (extranet).

Assessing the significance of digital channels

Products/services Now 2 years 5 years 10 years

AirplanesDirect online salesIndirect online sales

1%20%

10%50%

50%80%

60%90%

Military airplanesDirect online salesIndirect online sales

1%5%

5%10%

25%20%

40%60%

Online airplane service delivery

Direct online salesIndirect online sales

10%15%

40%50%

70%80%

90%95%

E-procurement

• Boeing is committed to the use of e-enabling tools and services to share information, exchange technology and work together better with their suppliers

• Boeing is a founding partner in “Exostar”

Customer acquisition

Incentivisation – what value is made available on thesite to encourage sign-up.

Information capture or profiling to identify customer type

- Customer identification- Customer differentiation- Customer interactions- Customization

Process redesign

Order hdr•Order id *•Order date•Dispatch date•Total amount•Shipping cost•Order credit card number•Customer id +

Customer•Customer id *•Title•First name•Last name•Address line 1•Address line 2•City•Post/Zip code•County•Password•User id•E-mail•Registration date

Order line•Line id *•Order id+•Quantity•Price•Product id +

Product•Product id *•Short description•Long description•Picture•Size•Category•Manufacturer id+•Standard price•Number in stock•Reorder level•Next available date

Key* Primary key+ secondary key

one-to-many relationship

contains

con

tain

s

places

1

M

Intranet content creationProduct search

Review product

Place order

Receive order conformation

Register on-site

Receive dispatch confirmation

Check order status

Check order history

Place support enquiry

Place repeat / Modify rebuy order

Key

Pre-order activities

Post-order activities

Conclusions and recommendations

-Boeing website is very extensive & professional

- Very good practice in assigning different stakeholders

- Not all content of website can be watched as visitor

- Strong focus towards employees and retirees

Questions?Remarks?