Retail and E-Commerce: CRM, service and controlling

Transcription

1 Retail and E-Commerce: CRM, service and controlling D/01/B/F/PP

2 Project Information Title: Retail and E-Commerce: CRM, service and controlling Project Number: D/01/B/F/PP Year: 2001 Project Type: Pilot Project, project with multiplying effect ( ) Status: Marketing Text: Summary: completed DE-Germany Background: New computer and communications technologies, particularly those related to e-commerce, are providing small and middle-sized reta... Background: New computer and communications technologies, particularly those related to e-commerce, are providing small and middle-sized retail businesses with the unique opportunity to increase their productivity and competitiveness in retail trade. Numerous studies show, however, that while e-commerce activities have indeed increased, the retail industry has yet to take full advantage of the possibilities offered by the new sales and trade technologies. Goals: Now that e-commerce has gained a solid foothold in retail trade, we need to go one step further. Retailers need to optimize e-commerce process flows. They need to place greater emphasis on quality control and assurance. And they need to locate unused potential and discover how to tap into it most effectively. Target group: Our online training course is aimed at entrepreneurs, general managers and employees responsible for the implementation of e-commerce processes, especially in small and middlesized retail businesses. Project phases: The project was implemented in three phases: analysis, development and assessment. In the first phase, we examined the e-commerce strategies of best-practice-businesses in all partner countries in order to determine the areas in which further education is most needed and then prepare a set of quality criteria. In the second phase, we and our partners developed a comprehensive suite of vocational training programs based on the open-source training platform ILIAS and including important adjunctive components such as the glossary and library. In the project s third phase, our qualification concept was thoroughly tested before undergoing a final revision. Quality management and control: Thorough quality management in all three project phases was guaranteed by our close cooperation with experts at the University of Cologne and the University of Münster. : Themes: Sectors: * Enterprise, SME * Continuous training * Information and Communication Product Types: 2

3 Project Information Product information: Projecthomepage: 3

4 Project Contractor Zentralstelle für Berufsbildung im Einzelhandel e.v. Berlin Berlin DE-Germany others Contact Person Address: Telephone: Fax: Gabriele Lehmann Mehringdamm 48 Berlin DE-Germany glehmann@zbb.de 4

5 Coordinator Zentralstelle für Berufsbildung im Einzelhandel e.v. Berlin Berlin DE-Germany others Contact Person Address: Telephone: Fax: Gabriele Lehmann Mehringdamm 48 Berlin DE-Germany glehmann@zbb.de 5

6 Partner Partner 1 Universität Münster Münster Münster DE-Germany university/fachhochschule/academy Partner 2 LKT Laboratorium für Kunststofftechnik Wien Vienna AT-Austria continuing training institution Partner 3 University of Vilnius Vilnius university/fachhochschule/academy Partner 4 Universität zu Köln Köln Cologne DE-Germany university/fachhochschule/academy 6

7 Partner Partner 5 Enlightenment Productions Ormskirk L40 5 TG Lancashire UK-United Kingdom others Partner 6 Kenniscentrum Handel (KC Handel) Ede Gelderland NL-Netherlands research institution Partner 7 Bildungszentrum des Einzelhandels Sachsen-Anhalt Neu Königsaue Magdeburg DE-Germany continuing training institution Partner 8 Bildungszentrum des Sächsischen Handels Chemnitz Chemnitz DE-Germany continuing training institution 7

8 Products survey data Best Practice Examples in Europe Online Training E-commerce and Retail Manual for the construction of units and modules project website 8

9 Product 'survey data' Title: survey data Product Type: others Marketing Text: : Analysis of the survey "Existing E-commerce Strategies in Retail Trade" Target group: SME-retailers Result: Table of contents 1. Goal 2. Methodology 3. Compliance with data protection regulations 4. Implementation of survey 5. Data processing and analysis 6. Survey results 6.1. Information about the companies Position in company Type of business Annual sales Branch of business Number of employees Employees working in e-commerce 6.2. E-commerce in the companies What does the company hope to achieve with e-commerce? What goals related to e-commerce have already been reached? What aspects of the business are already being conducted or supported electronically? What personnel resources are used to conduct e-commerce activities? What factors are important in order to guarantee long-term success with e-commerce? What criteria does the company use to measure the success of an e-commerce strategy? Key data on e-commerce activities Problems with the implementation of e-commerce strategies What opportunities for development does the company see? 6.3. Further education/training in e-commerce Interest in computer-aided learning What do companies demand of computer-aided learning? Interest in further information 7. Summary Download: Area of application: Product Languages: &prd=1 9

10 product files p134e103f1.pdf p134e103f2.pdf

11 Product 'Best Practice Examples in Europe' Title: Best Practice Examples in Europe Product Type: others Marketing Text: : publication including 10 Best Practice Examples for E-Commerce in Europe of five countries Target group: SME - Retailers Result: In the brochure, we are pleased to present ten examples of best-practice retail companies in Europe, each of which has gathered a wealth of positive experience with e-commerce. Zentralstelle für Berufsbildung im Einzelhandel e.v. Mehringdamm Berlin Germany Area of application: Product Languages: &prd=2 11

12 Product 'Online Training E-commerce and Retail' Title: Online Training E-commerce and Retail Product Type: teaching material Marketing Text: : online training course Target group: KMU - Einzelhändler Result: The course is comprised of the following units: Area of application: -Introduction to e-commerce -Analysis and planning of e-commerce processes -Customer relationship management Service -Controlling The Online Training Course is available under Product Languages: &prd=3 12

13 Product 'Manual for the construction of units and modules' Title: Manual for the construction of units and modules Product Type: others Marketing Text: : Manual for the construction of units and modules for the project "E-Commerce and retail: Customer Relationship, Service and Management" of the learning management system ILIAS for authors and projectpartners. Target group: Authors, Docents Area of application: Result: the manual contents: the concept the online course didactic and methodl. considerations navigation multimedia elements blended Learning ILIAS Zentralstelle für Berufsbildung im Einzelhandel e.v. Mehringdamm Berlin Germany Product Languages: &prd=4 13

14 Product 'project website' Title: project website Product Type: website Marketing Text: : bilingual (german, englisch) Website with complete informations about the project Target group: kleine und mittelständische Einzelhandelsunternehmen Result: Area of application: Product Languages: &prd=5 14

15 Events final meeting Date , Vorstellen der Ergebnisse all project partners Adrian Taylor Enlightenment Productions UK - Liverpool Workshops Date vom , mehrere Workshops zur Erprobung des Online Trainings SME- retailers bei allen beteiligten Partnern DE, A, LT, UK, NL 5. Meeting Date , Tutorenschulung all project partners, tutors Hilde Agterbos KC Handel, NL - Ede 15

16 Events presentation Date Vorstellung des Projekts professional audience Prof. Gudauskas Knowlege Economy Development conference der Vereinten Nationen Vilnius presentation Date Vorstellung des Projektes distance education students, SME Prof. Gudauskas Universität Vilnius, Knowlegde Management Institute Vilnius ILIAS Workshop Date , Handbuch zur Entwicklung von Lerneinheiten IILIAS developer team, all project partners Prof. Leidhold Universität Köln Köln 16

17 Events 4. meeting Date , Contententwicklung (Storyboards) all project partners Herr Hafner LKT A- Wien third meeting Date , Erstauswertung Erhebung, Vorbereitung Contententwicklung, Evaluationsbericht und aktivitäten, Zwischenbericht Best-Practice-Sammlu all project partners Herr Fröhlich BZ des Sächsischen Handels Leipzig author workshop Date , Bekannt machen aller Partner mit der ILIAS-Lernplattform, Anwendung des Autorentools zur Implementation von Lerneinheiten all project partner Herr Hofmann BZ des Einhandels Sachsen-Anhalt Neu Königsaue 17

18 Events second meeting Date , Vorbereitung Best-Practice-Sammlung und Autorenschulung all project partners Hilde Agterbos KC Handel NL- Ede first meeting Date ,Kennenlernen der Partner, Projektvorstellung, Vorstellung von ILIAS, Vorbereitung Phase I all project partners Gabriele Lehmann zbb Berlin 18