e com ch14 dap ung don dat hang dich vu
TRANSCRIPT
- 1. Chng 14 p ng n t hng,Qun l ni dung,V cc dch v h tr khc
2. Ni dung
- M t v vai tr ca cc dch v h tr trong TMT.
- nh ngha vic p ng n t hng v m t cc qu trnh ca n.
- M t cc vn chnh trong vic p ng n t hng TMT.
- M t cc gii php cho cc vn v p ng n t hng.
Prentice Hall 2004 3. Ni dung(cont.)
- M t cc vn ni dung v qun l ni dung ca site TMT.
- M t cc dch v h tr TMT khc.
- Tho lun cc ng lc dn n thu ngoi cc dch v h tr v vic s dng ASP.
Prentice Hall 2004 4. Cch Bikeworld p ng cc yu cu
- Vn
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- BikeWorld c bit n l mt nh cung cp xe p cht lng cao v cc b phn xe p, t vn chuyn gia, v cc dch v c nhn ha
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- Cng ty m Web site ( bikeworld.com ) vo thng 2 nm 1996, vi hi vng gi khch hng t cc nh t hng ngoi lin bang
Prentice Hall 2004 5. Cch Bikeworld p ng cc yu cu(cont.)
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- BikeWorld bt gp vn p ng yu cu v cc dch v khch hng sau khi bn
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- Bn hng qua Internet pht trin u n, vng chc
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- Thi gian x l yu cu, vn chuyn hng bng tay, v p ng cc yu cu i hi ca khch hng l qu ti i vi mt cng ty nh
Prentice Hall 2004 6. Cch Bikeworld p ng cc yu cu(cont.)
- Gii php
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- BikeWorld thu FedEx p ng yu cu
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- FedEx cung cp:
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- Gi c chp nhn c cho vic phn phi c cht lng
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- Vt qu s mong i ca ngi tiu dng
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- X l p ng t ng
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Prentice Hall 2004 7. Cch Bikeworld p ng cc yu cu(cont.) Prentice Hall 2004 8. Cch Bikeworld p ng cc yu cu(cont.)
- Cc kt qu
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- Sau bn nm thc hin trc tuyn, gi tr bn ra nhiu gp bn ln, v cng vic kinh doanh c li bn vng
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- BikeWorld c:
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- T ng ha y v c kh nng m rng h thng p ng
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- Truy cp thi gian thc trng thi t hng, tng cc dch v khch hng v gi vng cc bn hng ln
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- C kh nng phc v khch hng trn ton th gii
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Prentice Hall 2004 9. Cch Bikeworld p ng cc yu cu(cont.)
- Chng ta c th hc tp
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- Cng nh nhiu nh bn l khc, BikeWorld khng c kinh nghim cng khng c ti nguyn p ng t hng trc tuyn
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- Gii php ca h l thu FedEx, mt cng ty hu cn TMT chnh
Prentice Hall 2004 10. S p ng t hng v vic hu cn
- p ng v phn phi ti ngi tiu dng l vn kh khn ca TMT, cc yu t nh hng l:
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- Khng c kh nng d on chnh xc nhu cu
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- Cc dy chuyn cung cp in t u cui khng hiu qu
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- Thc hin (TMT) trong vic li ko n t hng thng c l theo yu cu khch hng
Prentice Hall 2004 11. S p ng t hng v vic hu cn(cont.) Prentice Hall 2004 12. S p ng t hng v vic hu cn(cont.)
- p ng n t hng (Order fulfillment): l tt c cc hot ng cn thit cung cp cho khch hng cc hng ha c t, bao gm cc dch v khch hng lin quan
Prentice Hall 2004 13. S p ng t hng v vic hu cn(cont.)
- Cc hot ng sau vn phng (Back-office operations): l cc hot ng h tr p ng ca vic bn hng, nh l k ton v hu cn
- Cc hot ng trc vn phng (Front-office operations): l cc qu trnh kinh doanh, nh l bn hng v qung co, m khch hng c th nhn thy
Prentice Hall 2004 14. S p ng t hng v vic hu cn(cont.)
- Hu cn (Logistics): l cc hot ng lin quan n lung nh hng v hiu qu, v s lu tr hng ha, dch v, v cc thng tin lin quan t im ngun n im tiu th
Prentice Hall 2004 15. Qu trnh p ng n t hng
- Qu trnh p ng n t hng TMT
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- Lm chc chn khch hng s tr
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- Kim tra hng trong kho
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- Sp xp vn chuyn
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- Bo him
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- Sn xut
Prentice Hall 2004 16. Qu trnh p ng n t hng(cont.)
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- K hoch cc dch v
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- Mua sm v xp vo kho
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- Lin kt vi khch hng
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- Tr v
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- Hu cn ngc (Reverse logistics):l s di chuyn hng ha tr v ca khch hng ti nh bun
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Prentice Hall 2004 17. S p ng t hng v vic hu cn(cont.) Prentice Hall 2004 18. S p ng t hng v vic hu cn(cont.)
- Cc dch v m khch hng cn l g?
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- S thch ca khch hng
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- Cc loi dch v
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- Trong qu trnh mua sm
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- Trong vic mua
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- Sau khi t hng
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- Sau khi nhn hng
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Prentice Hall 2004 19. S p ng t hng v vic hu cn(cont.)
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- S gii quyt vn
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- La chn vn chuyn
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- Chng gian ln
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- Theo di trng thi t hng, trng thi t hng, v cp nht
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- Pht trin quan h khch hng
Prentice Hall 2004 20. S p ng t hng v vic hu cn(cont.)
- Hu cn in t (E-logistics): l vic hu cn ca h thng TMT, tiu biu l gi cc gi bu kin nh ti nh cc khch hng
- Hu cn truyn thng x l vi s vn chuyn s lng ln vt cht ti mt t ni n (cc nh bn l, cc kho)
Prentice Hall 2004 21. Cc vn trong vic p ng n t hng
- Cc vn dy chuyn cung cp tiu biu
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- Khng c kh nng phn phi cc sn phm kp thi
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- Chi ph hng lu kho cao
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- Cc vn cht lng
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- Vn chuyn sai sn phm, nguyn vt liu, v cc b phn khc
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- Gi thnh cho vic xc tin thc hin hay vn chuyn l cao
Prentice Hall 2004 22. Cc vn trong vic p ng n t hng(cont.)
- D on nhu cu (Demand forecasting)xc nh hng ha lu kho thch hp ti cc im trong dy chuyn cung cp
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- Cn thit d on nhu cu v cc b phn v vt cht cn thit cho vic p ng yu cu ca khch hng
Prentice Hall 2004 23. Cc vn trong vic p ng n t hng(cont.)
- Ti sao cc vn dy chuyn cung cp tn ti
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- Cc vn ca dy chuyn cung cp TMT xut pht t s khng chc chn ( uncertainties)v t vic cn thit phi xc nh cc hot ng, trong cc b phn ni b, v cc i tc kinh doanh
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- Cc nguyn nhn chnh ca s khng chc chn trong TMT l s d on nhu cu
Prentice Hall 2004 24. Cc vn trong vic p ng n t hng(cont.)
- Nhu cu b nh hng bi:
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- Thi quen ngi tiu dng
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- iu kin kinh t
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- Gi c
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- iu kin thi tit
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- S pht trin cng ngh
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- S tin tng ca khch hng
Prentice Hall 2004 25. Cc vn trong vic p ng n t hng(cont.)
- Nhu cu b nh hng bi (cont.):
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- Thay i thi gian phn phi ph thuc vo cc yu t t sai st ca nh my ti iu kin ng s
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- Vn cht lng ca nguyn vt liu v cc b phn
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- Tnh trng lao ng ln xn
Prentice Hall 2004 26. Gii php cho cc vn p ng yu cu
- Cc nh cung cp hu cn th ba-Third-party logistics (3PL) suppliers:cc nh cung cp dch v hu cn bn ngoi
Prentice Hall 2004 27. Gii php cho cc vn p ng yu cu(cont.)
- Pht trin trong qu trnh t hng
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- Yu cu t hng c th c thc hin thng qua EDI, EDI/Internet, Internet, hay mng din rng (extranet), v n c th hon ton t ng
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- Trong B2B, t hng c tp hp v chuyn mt cch t ng ti nh cung cp khi hng lu kho thp hn ngng chc chn t kt qu trong:
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- Qu trnh x l t hng nhanh, r, v chnh xc hn
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Prentice Hall 2004 28. Gii php cho cc vn p ng yu cu(cont.)
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- Trong B2C, t hng da trn Web s dng biu mu in t
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- Xc tin quy trnh
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- Thc hin quy trnh chnh xc hn (agent thng minh c th kim tra d liu u vo v cung cp cc thng tin phn hi)
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- gim gi thnh x l cho ngi bn
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Prentice Hall 2004 29. Gii php cho cc vn p ng yu cu(cont.)
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- S pht trin t hng cng c th thc hin trong mt t chc
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- Thc hin lin kt gia h thng t hng v h thng thanh ton c th hu ch trong vic pht trin p ng n t hng
Prentice Hall 2004 30. Gii php cho cc vn p ng yu cu(cont.)
- Pht trin qun l lu kho
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- Kho t ng
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- Kho t ng c th c cc robot v cc thit b khc xc tin vic nht, sp xp sn phm
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- V d: Fingerhut
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Prentice Hall 2004 31. Gii php cho cc vn p ng yu cu(cont.)
- Tc phn phi
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- Phn phi trong ngy, thm ch trong gi
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- efulfillmentservice.com v owd.com
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- to ra mng li nhanh chng cho vic phn phi sn phm
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- a ra h thng phn phi quc qia thng quanc M trong vic cng tc vi cc cng ty vn chuyn nh FedEx v UPS
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Prentice Hall 2004 32. Phn phi trong ngy
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- Cc siu thi phn phi
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- Nhng ngi mua cn nh ti thi im phn phi hng ha chp nhn
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- H thng phn phi cho cc doanh nghip phi c kim tra, nh gi
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- Thnh cng ca cc ca hng tp phm trc tuyn l Woolworths ca Australia v GroceryWorks
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- S thp bi ca cng ty phn phiWebVan
Prentice Hall 2004 33. Phn phi trong ngy(cont.) Prentice Hall 2004 34. Gii php cho cc vn p ng t hng(cont.)
- N lc ca cc i tc v thu hu cn ngoi
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- Cc cng ty TMT hp tc vi UPS hay FedEx
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- MailBoxes Etc. (by gi l mt cng ty con ca UPS) vi Innotrac Corp (cc dch v p ng),, AccuShip.com (nh my hu cn)
Prentice Hall 2004 35. Gii php cho cc vn p ng t hng(cont.)
- S tr li
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- Tr li cc hng ha n cc im m n c mua
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- Tc bit hu cn phn phi v hu cn tr li
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- Hon thnh tr li ngun ngoi
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- Cho php ngi tiu dng tr li vt l ti cc im thu nhn
Prentice Hall 2004 36. Gii php cho cc vn p ng t hng(cont.) Prentice Hall 2004 37. Gii php cho cc vn p ng t hng(cont.)
- S dng khng gian ch in t v trao i l n gin ha vn p ng yu cu trong B2B
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- Khng gian ch in t trung tm ca cng ty c th gii quyt mt vi vn dy chuyn cung cp
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- Mt mng extranet l thng sut dy chuyn cung cp v phn phi tt hn dch v khch hng
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- Trao i dc kt ni vi hng ngn nh cung cp
Prentice Hall 2004 38. Gii php cho cc vn p ng t hng(cont.)
- Cc chin lc p ng c tnh i mi
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- Merge-in-transit: l m hnh hu cn trong cc b phn ca sn phm c th n t cc a im khc nhau v c chuyn trc tip n a im ca khch hng
Prentice Hall 2004 merge-in-transit 39. Gii php cho cc vn p ng t hng(cont.)
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- Rolling warehouse:l phng thc hu cn trong cc sn phm trn cc xe giao hng khng cn t trc n ch, nhng quyt nh v s lng chuyn xung ti mi ni n c thc hin ti thi im chuyn xung
Prentice Hall 2004 40. Gii php cho cc vn p ng t hng(cont.)
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- Leveraged shipments:k hoch vn chuyn da vo s lng (hay gi tr) ca yu cu v a im
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- Delivery-value density:l mt quyt nh h tr cng c gip xc nh tnh kinh t ca phn phi hng ha ti cc khu vc lng ging trong mt hnh trnh
Prentice Hall 2004 41. Pht sinh, cung cp, phn phi v qun l ni dung
- Ni dung Web ng (Dynamic Web content)l ni dung ti mt web site cn thay i lin tc n lun c cp nht
- nh gi cht lng ni dung
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- nh gi iu khin cht lng ca ni dung trc tuyn
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- t c cc yu cu c nhn, quyn s hu, v cc yu cu php l khc, cc chuyn i ngn ng cn thit
Prentice Hall 2004 42. Pht sinh, cung cp, phn phi v qun l ni dung (cont.)
- Cc li ca qun l ni dung hay gp
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- La chn phn mm qun l ni dung trc vic pht trin vng chc yu cu v trng hp kinh doanh
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- Khng thu nhn mt s y quyn hon ton t u ca s bt u
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- Khng nh gi s tch hp v cc dch v chuyn nghip cn thit
Prentice Hall 2004 43. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
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- Thu nhng nh pht trin thiu kinh nghim tch hp v m rng phn mm
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- Ph thuc ton b vo cng ty ngoi thay i ton b h thng
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- Ngh rng s di chuyn ca bn khng gy tn thng bt chp nhng iu m nh cung cp h thng qun l ni dung ni vi bn
Prentice Hall 2004 44. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
- Qun l ni dung Web (Web content management): l qu trnh thu thp, xut bn, duyt li, v xa ni dung t Web site gi cho ni dung ti tr, chnh xc, hp dn, v tin cp
Prentice Hall 2004 45. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
- Mng phn phi ni dung
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- Cp nht ni dung, pht trin cht lng ca site, tng tnh kin nh, iu kin ni dung, v gim thi gian cn thit to mi hay bo hnh site
Prentice Hall 2004 46. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
- Phn loi qun l ni dung
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- T mnh thc hin
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- cho nh cung cp thc hin
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- Mua ni dung t mt nh tp hp
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- Tn thnh vic trao i dc
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- Thu ngoi c mt dch v Internet y
Prentice Hall 2004 47. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
- Phin dch ni dung ti ngn ng khc
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- Vn c bn ca ngn ng theo yu cu khch hng
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- Gi thnh
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- Tc
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- Mt khong mt tun phin dch mt trang Web trung bnh sang mt ngn ng khc
Prentice Hall 2004 48. Phin dch ni dung (cont.)
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- WorldPoint Passport (worldpoint.com) l gii php cho php cc nh pht trin Web to ra mt Web site trong mt ngn ng v trn khai n mt vi ngn ng khc
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- Phin dch t ng c th khng chnh xc
Prentice Hall 2004 49. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
- Cc nh cung cp ni dung
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- Documentum (documentum.com)
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- Microsoft (microsoft.com)
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- Vignette (vignette.com)
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- Interwoven (interwoven.com)
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- Opentext (opentext.com)
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- Akamai (akamai.com)
Prentice Hall 2004 50. Pht sinh, cung cp, phn phi v qun l ni dung(cont.)
- Ti a ha ni dung v cc dch v sp xp
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- Media-rich content
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- Video clips
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- Music
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- Flash media
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- Vn quan tm chnh l thi gian download
Prentice Hall 2004 51. Cc dch v h tr TMT khc
- Dch v t vn
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- Cc chuyn gia hng n khch hng ca h iu hng v a ra cc quyt nh trong cc lnh vc nh php l, cng ngh, chin lc chc chn thnh cng
Prentice Hall 2004 52. Cc dch v t vn (cont.)
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- Cung cp cc kin chuyn gia trong cc lnh vc ca TMT, nhng khng c trong kinh doanh truyn thng business ( kin chuyn gia chuyn mn ha)
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- Cng ty t vn truyn thng duy tr s phn chia tp trung vo TMT
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- Chn cc n v t vn c chuyn mn v thm quyn c nng lc h tr cho cc n v khch hng
Prentice Hall 2004 53. Cc dch v h tr TMT khc(cont.)
- Cc dch v th mc
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- lit k cc cng ty theo phn loi
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- cung cp lin kt ti cc cng ty
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- cung cp cc my tm kim t bit
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- cc dch v tng thm gi tr nh l tm thch hp cc ngi mua v cc ngi bn
Prentice Hall 2004 54. Cc dch v h tr TMT khc(cont.)
- Newsletters
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- Nhiu cng ty (Ariba, Intel) pht hnh cc newsletters v gi e-mail chng ti nhng ngi yu cu
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- S dng phn mm gi cc n phm trc tuyn ti hng ngn ngi bin tp
Prentice Hall 2004 55. Cc dch v h tr TMT khc(cont.)
- Cc my tm kim v cc b tch hp tin tc
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- Cc my tm kim c th c s dng tm cc thng tin v B2B
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- Moreover.com
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- directory.google.com
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- iEntry.com
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Prentice Hall 2004 56. Cc dch v h tr TMT khc(cont.)
- Cc dch v h tr TMT khc
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- Cc dch v tn dng
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- Thng hiu v cc tn min
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- nh s
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- Truyn thng thng mi ton cu
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- Truy cp ti CSDL thng mi
Prentice Hall 2004 57. Cc dch v h tr TMT khc(cont.)
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- T vn trc tuyn
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- Qun l tri thc
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- Tm kim khch hng
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- Phn loi cc site TMT
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- M ha site
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- Cc dch nghin cu Web
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- Coupon-generating sites
Prentice Hall 2004 58. Cc dch v h tr TMT thu ngoi
- Ti sao phi thu ngoi cc dch v h tr TMT?
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- Cc doanh nghip TMT u tin l c tch hp dc, h:
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- s hu hay iu khin cc ngun ti nguyn ca mnh
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- sn xut cc b phn
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- tin hnh lp rp cc sn phm cui cng
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- qun l s phn phi v bn cc sn phm ca h ti khch hng
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Prentice Hall 2004 59. Cc dch v h tr TMT thu ngoi(cont.)
- Cc nguyn nhn chnh thu ngoi
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- tp trung vo cc vn kinh doanh chnh
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- phc v v thc hin nhanh hn
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- thiu kinh nghim cho nhiu yu cu cc dch v h tr
Prentice Hall 2004 60. Cc dch v h tr TMT thu ngoi(cont.)
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- Khng c kh nng kinh t
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- Khng c kh nng theo cc thay i nhanh chng ca nhu cu nu la chn trong nh c s dng
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- C qu nhiu dch v c yu cu
Prentice Hall 2004 61. Cc dch v h tr TMT thu ngoi(cont.)
- Cc qu trnh chnh ca vic pht trin v qun l ng dng TMT
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- Trnh by chnh xc cc chin lc TMTEC
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- Thit k ng dng
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- Xy dng (hay mua) ng dng
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- S hu, iu hnh, v bo tr site TMT
Prentice Hall 2004 62. Cc dch v h tr TMT thu ngoi(cont.) Prentice Hall 2004 63. Cc dch v h tr TMT thu ngoi(cont.)
- Cc dch v cho vic to mi v iu hnh mt trc ca ca hng in t storefronts:
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- Trung tm Internet
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- ISPs
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- Cc cng ty vin thng
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- Phn mm trong nh
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- Thu ngoi v cc ci khc
Prentice Hall 2004 64. Cc dch v h tr TMT thu ngoi(cont.)
- Nh cung cp ng dng dch v-Application service provider (ASP): l mt i l hay mt nh bun tp hp, lp rp cc chc nng cn thit cho doanh nghip v ng gi chng vi cc nh pht trin, iu hnh, bo tr v cc dch v khc ngoi
Prentice Hall 2004 65. Cc dch v h tr TMT thu ngoi(cont.)
- Cho thu t ASP
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- SMEs s pht trin trong nh v iu hnh cc ng dng TMT c th tn nhiu thi gian v t
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- Tp trung vo s bo v y c a ra bi ASPs chng li cc k tn cng etc.
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- Hp ng cho thu phn mm khng cung cp hon thin ng dng c thit k
Prentice Hall 2004 66. Qun l vn
- Chng ta c k hoch p ng yu cu cha?
- Chng ta c nn qun l hng ha tr li khng?
- Chng ta c mun lin minh trong vic p ng yu cu khng?
- Cc ng dng hu cn TMT l g, c hu ch khng?
Prentice Hall 2004 67. Qun l vn (cont.)
- Chin lc tt nht cho ni dung in t l g?
- Chng ta c nn cung cp dch ni dung khng?
- T vn TMT l t. Chng ta c nn s dng chng khng?
- Chng ta c nn thu ngoi cc dch v TMT khng?
Prentice Hall 2004 68. Tng kt
- Qu trnh p ng yu cu
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- Xc nh thanh ton
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- Kim tra lu kho
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- vn chuyn sp xp, bo hnh
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- Sn xut (hay lp rp)
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- Cc dch v my mc thit b
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- Mua sm
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- Lin h vi khch hng
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- Sn phm tr v
Prentice Hall 2004 69. Tng kt(cont.)
- Cc vn trong p ng t hng
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- Khng chc chn trong nhu cu v tr hon tim nng trong cung cp v phn phi
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- Thiu s hp tc v chia s thng tin gia cc i tc kinh doanh
Prentice Hall 2004 70. Tng kt(cont.)
- Gii php cho cc vn p ng n t hng
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- t hng t ng
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- Lm lin dy chuyn cung cp
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- S dng phn mm h tr thun tin hn
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- Lu kho chnh xc
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- hp tc theo dy chuyn cung cp
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- lp k hoch ng v ra quyt nh
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Prentice Hall 2004 71. Tng kt(cont.)
- Pht hnh v qun l ni dung TMt
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- nh gi loi hng v qung co
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- Cc vn pht hnh ni dung chnh l:
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- s dng nh bun
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- dch sang ngn ng khc
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- bo tr (cp nht thng tin)
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- ti a ha v nng cao hiu sut ca phn phi
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Prentice Hall 2004 72. Tng kt(cont.)
- Cc dch v h tr khc
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- Cc dch v t vn
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- Cc dch v th mc
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- Cc nh cung cp c s h tng
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- Cc dch v h tr nn c hp tc v tch hp
Prentice Hall 2004 73. Tng kt(cont.)
- Thu ngoi cc dch v TMT v s dng ASP
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- Thiu thi gian v chuyn mn bt buc cng ty phi thu ngoi
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- S dng ASP hoc l t hoc l nhiu ri ro
Prentice Hall 2004