EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
1. Creation of utilities or delivering value requires a business to interact with a
number of other business firms which may be suppliers or vendors of diverse
inputs; or else they may be a part of the channel through which a firm distributes
its products to the consumers.
Identify the constituent of e-business to which the above statement is related:
(a) B2C Commerce
(b) B2B Commerce
(c) Intra-B Commerce
(d) C2C Commerce
2. There is a constituent of e-business in which transactions have business firrns
at one end and its customers on the other end. It enables a business to be in
touch with its customers on round-the-clock basis.
Name the constituent of e-business:
(a) B2B Commerce
(b) B2C Commerce
(c) Intra-B Commerce
(d) C2C Commerce
3. It is largely due to the use of a very important constituent of e-business that
today it has become possible for the firms to go in for flexible manufacturing. The
use of computer networks makes it possible for the marketing department to
interact constantly with the production department and get the customised
products made as per the requirements of the individual customer. Here, parties
involved in the electronic transactions are from within a given business firm.
Name the type of e-business:
(a) B2B Commerce
(b) B2C Commerce
(c) C2C Commerce
(d) None of the above
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IMPORTANT QUESTIONS
4. The scope of e-business is quite vast. It can be examined in terms of people
or parties involved in electronic transactions. One of its types is best suited for
dealing in goods for which there is no established market mechanism, for
example, selling used books or clothes either on cash or barter basis. The vast
space of the internet helps persons to globally search for potential buyers.
Name the type of e-business best suited for above mentioned transaction:
(a) B2B Commerce
(b) B2C Commerce
(c) C2C Commerce
(d) Intra-B Commerce
5. The success of an Indian sector providing services outside the organisation
companies given rise to yet another sector. The success achieved by many
overseas give services outside the organisation to India has encouraged many
of the companies to start outsourcing high-end knowledge work as well. To
satisfy need of overseas companies this new sector is expected to employ a
large number of high-end knowledge professionals.
Name this new sector of India:
(a) Business Process Outsourcing
(b) Knowledge Process Outsourcing
(c) C2C Commerce
(d) None of the above
6. e-Business includes:
(a) e-Commerce
(b) Production
(c) Product development
(d) All of the above
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CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
7. B2B Commerce means:
(a) Firm's interactions with other businesses
(b) Firm's interactions with its customers
(c) Firm's internal processes
(d) None of the above
8. Factoring facility is type of outsourcing services.
(a) Advertising services
(b) Financial services
(c) Courier Services
(d) Customer Support Services
9. The payment mechanism typical to e-business
(a) Cash on Delivery (COD)
(b) Cheques
(c) Credit and Debit Cards
(d) e-Cash
10. e-Commerce does not include
(a) A business's interactions with its suppliers
(b) A business's interactions with its customers
(c) Interaction among the various departments within the business
(d) Interactions among the geographically dispersed units of the business
11. Outsourcing
(a) Restricts only to the contracting out of Information Technology Enabled
Services (ITES)
(b) Restricts only to the contracting out of non-core business processes
(c) Includes contracting out of manufacturing and R&D as well as service
processes- both core and non-core but restricts only to domestic territory
(d) Includes off-shoring
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
12. A Call Centre handles
(a) Only in-bound voice based business
(b) Only out-bound voice based business
(c) Both voice based and non-voice based business
(d) Both customer facing and back-end business
13. It is not an application of e-business
(a) Online bidding
(b) Online procurement
(c) Online trading
(d) Contract R&D
14. Read the text given below and answer the questions (i)-(iv) based on it:
Mr Ashok Jain is the General Manager of 'Ved Store Pvt. Ltd'. He performs
some of the activities of the company; namely, getting information about the
goods, issuing orders, taking delivery and making payments etc. on Internet. His
wife, Mrs Saroj Jain is working on the Top Level Management of another
company, 'Jain Store Pvt. Ltd.' Besides the Sale-Purchase she also performs the
activities related to production, stock management, human resources, etc. of her
company on Internet.
Mr Jain's company is growing fast. In order to reduce the burden of his company
he started outsourcing some of its services like Advertising and Factoring.
Following the footsteps of her husband Mrs Jain also started outsourcing some
of the company's services. These services were as Intellectual Property
Research; and Training and Consultancy.
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EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
(i) What will you call the activities of the company which Mr Jain is doing on
Internet?
(a) e-Business
(b) BPO
(c) e-Commerce
(d) KPO
(ii) In which class will you include outsourcing the service like 'Training and
Consultancy', etc. of the company being got done by Mrs Jain?
(a) КРО
(b) BPO
(c) e-Commerce
(d) e-Business
(iii) What collective name will you give to the services being done on Internet by
Mrs Jain?
(a) КРО
(b) BPO
(c) e-Commerce
(d) e-Business
(iv) What will you call the outsourcing of the service like Advertising being got
done by Mr Jain?
(a) KPO
(b) BPO
(c) e-Commerce
(d) e-Business
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CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
Q15. Write a short note on the different types of Outsourcing.
16. Write a short note on the scope of e-business.
17. Differentiate between e-commerce and e-business.
18. Explain various payment mechanisms under e-business.
19. “E-commerce is the need of the hour.” Comment.
20. Which values are of utmost importance while we get involved in e-business?
21. Write down the benefits of e-business.
22. What is the concept and need for business process outsourcing (BPO)?
23. Explain the concept, need and features of KPO.
24. Differntiate between Traditional business and E-Business.
25. Giftease.com aims to make giving gifts as delightful servicing them!
Giftese.com offers a handpicked range of attractive items at great prices, helps to
make it easy to find and send a suitable gift for any person, occasion and budget.
As a gifting specialist, company provided recommendations to match the
personality or occasion if you are undecided about the perfect gift. With the range
of gift wrapping choices, personalization options, fixed- date delivery and a strong
focus on customer care, company make sure that it deliver delight with each order.
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
Recently the company got an order for 100units of family collage personalized
photo frame from a company for its employees. Giftese.com arranged for the items
and delivered them on time but the company returned the whole lot saying that a
wrong item has been delivered. Giftese.com had to accept the rejected order back
as due to the lack of proper record of the item selected by the company.
On the basis of the given information about giftese.com, answer the following
questions.
a) Identify the e-business risk faced by giftese.com
b) Identify the category of e-business risk identified in the part (a)
c) Explain the two more risks of the same category identified in the part (b)
26. Invincible publishers is an independent publishing and marketing platform
founded to design, publish, promote and sell professional quality printed books.
Invincible publishers, aim to make this very process as quick, smooth and hassle-
free as possible. With its brilliant team of editors, designers and marketers,
company goal to bring many stories to life and give them the readership they
deserve.
To achieve its objective of delivering the quality content at reasonable prices with
the competitive royalties and aggressive marketing company appointed Rachel as
the marketing manager. During a sales meeting she suggested to sell books
online. Everyone in the meeting looked surprised because from last many years
they have been selling books by visiting booksellers and stories
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
The sales director asked Rachel to prepare a detailed report on online selling
concept. Soon the books were available online. Within three months the publisher
received a big order from Canada. This would be their first export so the sales
manager is now trying to understand the export procedure.
On the basis of the given information about invincible publishers, answer the
following questions:
a) State the stages involved in the concept of selling books online.
b) Discuss any four payment mechanism for online business.
DEPRICIATION (ACCOUNTS)
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
ANSWERS
1. Answer: (b)
2.Answer: (b)
3. Answer:(d)
4. Answer: (c)
5. Answer: (b)
6. Answer: (d)
7. Answer: (a)
8. Answer: (b)
9. Answer: (d)
10. Answer: (c)
11. Answer: (b)
12.Answer: (c)
13 .Answer: (d)
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IMPORTANT QUESTIONS
Answer 14. (i) (c)
(ii) (a)
(iii) (d)
(iv) (b)
Answer 15. Businesses can use Outsourcing for any non-core company
process. The following are examples of popular services that may be
outsourced:
Advertising: All large corporations delegate the task of publicising their
products and services to specialist organisations. Advertising companies are
often entrusted with planning, producing, and spreading ads for businesses’
products and services. Coca-Cola, Pepsi, Hindustan Lever, and other
significant marketers deal with advertising firms. The advertising agency
agrees to supply all advertising services in exchange for a fee under the terms
of the agreement. Outsourcing also facilitates the usage of ad-agency
professionals’ services.
Financial Services: Large corporations require financial services from internal
and external sources. Every business needs financial services, such as payroll
accounting, merchant banking, underwriting, etc. Except for huge companies,
manufacturing and commercial organisations find it easier and more cost-
effective to rely on outside financial institutions for different financial services.
Reliance Industries, for example, may outsource financial services such as
issuing ADRs/GDRs in overseas capital markets to HSBC Bank.
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IMPORTANT QUESTIONS
Customer Support Service: ‘A customer is like a valuable ornament that
should not be taken by anybody else,’ says Customer Support Service (CSS).
Customers may make use of a variety of services to help them buy and use
items. Companies are learning that providing good customer service is an
excellent approach to competitive advantage in today’s market.
Customers require home delivery, consumer durables repair and
maintenance, and information and counselling on alternative brands that best
match their requirements. Customer support services can be outsourced so
that businesses can focus on sales. For example, GE Capital and other
corporations have built contact centres in India to help consumers in many
nations.
Courier Service: Big corporations must ship large quantities of mail, packages,
and other items. They employ sendees from courier companies like DTH,
Overnight Express, and others. These courier companies acquire all items
deposited from client offices and deliver them to their destinations. Clients
benefit from courier service since it is faster, more efficient, cheaper, more
dependable, and individualised.
Answer 16: Scope of e-business is very wide. It is summarized below:
B2B Commerce: Business to Business—Both the parties are business firms,
e.g. Manufacturer of an automobile requires assembly of a large number of
components which are being manufactured by different firms; Maruti Udyog,
Bajaj Auto etc. use B2B commerce.
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B2C Commerce: Business to Customer—Transaction taking place between
business and individual customers. It facilitates promotion of products on line.
e.g. music or film. Companies sell products and services on line to customer
e.g. Amul.com sell Amul products online.
Intra – B. Commerce: Parties involved are from within a given business firm. It
makes it possible for the marketing department to interact constantly with the
production department to get information about customer requirement.
C2C Commerce: Consumer to consumer—Business originates from the
consumer and the ultimate destination is also consumer. Its area of application
is the formation of consumer forum, e.g. selling used books over the internet.
Answer 17: E-business and e-commerce are terms that are sometimes used
interchangeably and sometimes they’re used to differentiate one vendor’s
product from another. But the terms are different, and that difference matters to
today’s companies.
Definition of E-Commerce
E-commerce is “any transaction completed over a computer-mediated network
that involves the transfer of ownership or rights to use goods and services,”
defines the U.S. Census Bureau. Transactions aren’t required to have a price
and include both sales and items like free downloads. E-commerce includes
transactions made on the internet, Intranet, Extranet, World Wide Web, by e-
mail and even by fax.
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IMPORTANT QUESTIONS
Definition of E-Business
E-business is broader than e-commerce; including the transaction based e-
commerce businesses and those who run traditionally but cater to online
activities as well. An e-business can run any portion of its internal processes
online, including inventory management, risk management, finance, human
resources. For a business to be e-commerce and e-business, it must both sell
products online and handle other company activities or additional sales offline.
E-commerce covers outward-facing processes that touch customers, suppliers
and external partners, including sales, marketing, order taking, delivery,
customer service, purchasing of raw materials and supplies for production and
procurement of indirect operating expense items, such as office supplies. E-
business includes e-commerce but also covers internal processes such as
production, inventory management, product development, risk management,
finance, knowledge management and human resources.
E-business strategy is more complex, more focused on internal processes,
and aimed at cost savings and improvements in efficiency, productivity and
cost savings than e-commerce.
Scope of e-business is wider than e-commerce.
Answer 18: Various payment mechanisms under e-business are described
below:
Cash on Delivery: Under this, the payment for goods ordered online may be
made in cash at the time of physical delivery of the goods.
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IMPORTANT QUESTIONS
Cheque: Another option is that the online vendor may arrange for the pickup of
the cheque from the customer’s end. Upon realization, goods may be delivered.
Net Banking Transfer: These days banks provide facility to the customers for
electronic transfer of funds using internet. Therefore, a buyer can also make
use of net banking money transfer to pay for the goods ordered.
Credit or Debit Cards: These are also called plastic money. These cards are
most popularly used in payment for online transactions. To accept credit card
as an online payment type, the seller first needs a secure means of collecting
credit card information from its customer. Payments through credit cards can
be processed either manually, or through an online authorization system like
SSL Certificate.
Digital Cash: It is a kind of electronic currency which exists only in cyberspace.
It has no real physical properties, but offers the ability to use real currency in an
electronic format. For this the buyer has to deposit cash in bank account which
issues equivalent digital cash to the person which can be used for online
trading. It is more secure than credit or debit cards.
Answer 19: In this century, lifestyle has undergone a drastic change. People
have everything except time. Using e-commerce they can buy and sell almost
everything at your doorstep with the magic of e-commerce in the 21st century
which will be known for information revolution. E-commerce has changed your
lifestyles entirely because you don’t have to spend time and money in travelling
to the market. You can do your e-payments with the help of e-commerce.
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
There is no time barrier in selling the products. One can log on to the internet
even at midnight and can sell the products at a single click of mouse. E-
commerce reduces delivery time and labor cost. Thus it has been possible to
save the time of both-the vendor and the consumer.
Its need is clear from its benefits given below:
Exploitation of New Business: Broadly speaking, electronic commerce
emphasizes the generation and exploitation of new business opportunities and
to use popular phrases: “generate business value” or “do more with less”
Enabling the Customers: Electronic Commerce is enabling the customer to have
an increasing say in what products are made, how products are made and how
services are delivered (movement from a slow order fulfillment process with little
understanding of what is taking place inside the firm, to a faster and explore
open process with customers having greater control.
Improvement of Business Transaction: Electronic Commerce endeavors to
improve the execution of business transaction over various networks.
Effective Performance: It leads to more effective performance i.e., better quality,
greater customer satisfaction and better corporate decision making.
Greater Economic Efficiency: We may achieve greater economic efficiency
(lower cost) and more rapid exchange (high speed, accelerated, or real-time
interaction) with the help of electronic commerce.
FORMS OF MARKET (ECONOMICS)
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
Execution of Information: It enables the execution of information laden
transactions between two or more parties using interconnected networks. These
networks can be a combination of ‘plain old telephone system’ (POTS), Cable
TV, leased lines and wireless. Information based transactions are creating new
ways of doing business and even new types of business.
Facilitating of Network Form: Electronic Commerce is also impacting business
to business interactions. It facilitates the network form of organization where
small flexible firms rely on other partner, companies for component supplies and
product distribution to meet changing customer demand more effectively.
Hence, an end to end relationship management solution is a desirable goal that
is needed to manage the chain of networks linking customers, workers,
suppliers, distributors and even competitors. The management of “online
transactions” in the supply chain assumes a central role.
Answer 20: Following values are of utmost importance when we get involved in
e-business:
Confidentiality: We must keep information of our clients confidential.
Business ethics: Electronic eye should not be kept for personal usage. Its use
must be minimized only for critical situations and in critical areas.
No Undesirable Information: Our website must not advertise or promote any
such thing which is not desirable from society point of view.
Take all safety precautions: We must take safety precautions to ensure safety
of data and to protect against risks of data storage.
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
Answer 21. Benefits of e-Commerce/e-Business
The major benefits of e-Commerce are as follows:
(i) World Wide reach: Those businessmen who get linked with e-business get
worldwide recognition. This gives them an extended market. New customers
come in contact with them. This results in an increase in sales.
(ii) Shortening the Supply Chain: Ever since the e-Business came into
existence, the middlemen (the wholesalers and the retailers) have started
disappearing. This has resulted in shrinking of the supply chain. Now, most of
the producers have started having direct contact with the consumers. As a
result, the consumers get goods on less price and the product easily get many
pieces of information from the consumers.
(iii) Easy Distribution Process: Many types of information and services can be
received on the computer through the medium of e-Business. This has
simplified the system of distribution and has also made it less costly.
(iv) Quick Solution to Doubts: We know that the basis of e-Business is Internet.
Through the medium of the Internet the consumers and other businessmen can
remove their doubts quickly.
(v) Easy to Launch New Product: Any company can launch its new product in
the market through the medium of e-Business. A complete information about
the product is made available on the Internet. In this way, the consumers and
other businessmen get information about the new products while sitting at
home.
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(vi) Less Personnel Cost: The number of necessary staff (employees)
decreases because of e-Business because a single computer can do the job of
many employees more quickly and correctly. Therefore, the expense on the
employees decreases.
(vii) Saving of Time: Now, the consumers do not have to take a round of the
market to purchase the goods needed. They can get information about the
goods available at different shops. Thus, time is saved.
(viii) Less Risk in Payment: Under the e-Business, payment is made on the
Internet through the medium of the credit card issued by the bank. In this way,
the risk involved in the transfer of money is reduced.
(ix) Products and Services Available in Remote Areas: e-Business has made it
possible to make things and services available in those areas where there are
no markets around.
Answer 22. Concept of BPO: Many activities have to be performed for the
successful conduct of business. These activities include production, buying,
selling, arranging finance, advertisement, correspondence, collecting debt,
after-sale services to the customers, etc. Some of these activities are
performed by the business institution itself. They are production and buying-
selling. There are some other activities for which the business institution has
two alternatives:
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(i) Fulfillment within the organization and
(ii) Fulfillment from outside the organization.
For example, the advertisement of its products can be done by the company
itself. It can be got done through the advertising agencies in the market also.
There are advertising agencies in the market which provide advertising
services. There are many other
Need of Outsourcing of Services or BPO
Outsourcing of services is necessitated because of the following reasons:
(i) Obtaining Good Quality Services: A single company cannot have
specialisation in many activities. If a company attempts to perform all the
activities itself, there is every possibility of the quality of services being affected
adversely. In order to avoid this difficulty, the need for obtaining services from
outside is felt.
(ii) Avoiding Fixed Investment in Services: If a company attempts to get these
services from within the organisation itself, it has to establish different
departments for this purpose. It involves a huge fixed investment. These
services are available in the market at a little cost and, that too, without any
investment. Therefore, it appears justified to get these services from outside
the organisation.
(iii) Smooth Running of Business: Outsourcing of services is needed in order to
run the business smoothly. The attention of the businessman gets distracted
from various small things and is focused on the main activity. In this way, the
whole business runs decently.
CLASS 11 BUSINESS
EMERGING MODES OF BUSINESS
IMPORTANT QUESTIONS
Answer 23. Meaning of KPO: KPO refers to obtaining high-end knowledge
work from outside the organisation in order to run the business successfully
and in cost effective manner. It occupies the higher end of BPO (Business
Process Outsourcing). Unlike conventional BPO where the focus is on
Process Expertise, in KPO the focus is on Knowledge Expertise.
In BPO, there is a pre-defined way to solve a problem but in KPO there is no
pre-defined process to reach a conclusion rather it is developed himself by the
person concerned. In case of BPO, the only pre-requisite to get a job is
knowledge and ability to speak fluent English. However, in KPO the
companies look for individual who are homogeneous mixes of Specialised
Knowledge, English Speaking, Attitude and Work Experience.
Need of KPO
In today's competitive environment focus is to concentrate on core
specialisation areas and out sources the rest of the activities. Many companies
have come to realise that by outsourcing the non-core activities, not only costs
are minimised and efficiency improved but the total business improves
because the focus shifts to the key growth areas of the business activity.
Indian KPO Sector
In fact, the success of Indian BPO sector has given rise to yet another sector,
i.e., KPO. The success achieved by many overseas companies in BPO
operations to India has encouraged many of the said companies to start
outsourcing high-end knowledge work as well. Cost savings, operational
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efficiencies, availability of high skilled workforce, improved quality etc., are all
underlying expectations in outsourcing high-end processes to India. To satisfy
the need of overseas companies the Indian KPO sector is expected to employ a
large number of KPO professionals.
Features of KPO
The following are the features of KPO sector:
(i) It is the upward shift of BPO.
(ii) It focuses on knowledge expertise instead of process expertise.
(iii) It cannot be treated as 'B' replaced by 'K'
(iv) It is the output of the success of BPO sector.
(v) It provides all non-core activities.
(vi) It has no pre-determined process to reach a conclusion.
(vii) It offers an alternative career path for the educated.
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Answer 24:
Basis Traditional Business e-business
1. Formation Difficult Simple
2. Physical presence Required Not required
3. Location requirement Market
None
Low/no
4. Cost of setting up High requirement of
physical facility
Horizontal due to
5. Shape of Vertical due to
directness of
Organizational hierarchy or chain of
command and
Structure command
communication
6 . Opportunity for inter
personal touch More Less
7. Ease of expansion
More Less
8. Nature of contact with Indirect through
the suppliers and intermediaries Direct
customers
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Answer 25:
a) The e-business risk faced by Giftease.com is Default on delivery.
b) The category of e-business risk is Transaction risk.
c) The types of Transaction risk are:
i. Default on order taking/given: Seller denies that the customer ever placed
the order of the customer denies that he ever placed the order.
ii. Default on payment: Seller does not get the payment for the goods supplied
whereas the customer claims that the payment was made.
Answer 26:
a) The three stages involved in online transactions are:
i. Firstly, the pre-purchase/sale stage including advertising and information
seeking.
ii. Secondly, the pre-purchase/sale stage including steps such as price
negotiation, closing of the purchase/sales deal and payment.
iii. Finally, the delivery stage.
b) The payment mechanism for online business has following options:
FREQUENCY DIAGRAM (STATISTICS)
CLASS 11 BUSINESS
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IMPORTANT QUESTIONS
i. Cash on delivery: The payment for the goods ordered online may be made in
cash at the time of physical delivery of goods.
ii. Net banking transfer: The facility of electronic transfer of funds over the net.
In this case, the buyer may transfer the amount for the agreed price of the
transaction to the account of online vendor who may, then, proceed to arrange
for the delivery of goods.
iii. Credit card: It allows its holder to make purchase in credit. The amount due
from the card holder to the seller is assumed by the card issuing bank, who
later transfers the amount involved in the transaction to the credit of the seller.
iv. Debit card: It allows its holder to make purchases through it to the extent of
the amount lying in the corresponding account. The moment any transaction is
made, the amount due as payment is deducted electronically from the card
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