1. SUCCESSFUL IMPLEMENTATION OF ELECTRONIC BILL PAYMENT AND PRESENTMENT SYSTEM – A SADAD CASE STUDY, Page No 1-12
Mohammed A. T. Alsudairi & T. G. K. Vasista
Businesses of all sizes and industries need to evaluate their current practices and have to look for ways to increase their bottom line profits in terms of Business Process Re-engineering (BPR) by introducing electronic services to reduce the capital expenditure and operating costs. Billing as a core of the retailing business can change its business process with the advent of latest practices of ICT to compete in the business market space by focusing on delayed and error prone processes to increase the customer satisfaction. Because the ability to accurately produce bills, statements and confirmation notices, and collect payments expeditiously is fundamental to corporate success (IBM, 2000). A highly automated, rapidly deployable web-based customer self-service solution can significantly and quantifiably reduce the cost of customer service operations while giving customers faster access to the information they require. A study of 200 companies in USA that were used web-based customer self-service has revealed that there are savings of $500,000 per quarter (Vivek, Infosys).
Electronic Bill Presentment and Payment (EBPP) speeds the Accounts Receivable process by getting invoices to your customers faster and by enabling them to pay the invoice and resolve disputes electronically. EBPP can also strengthen your competitive position in the marketplace by building closer relationships with your customers and delivering “interactive” statement inserts electronically (Anne Terrell Thomson, CCM).
Saudi Arabia Monetary Agency (SAMA) is an economy agent of Kingdom of Saudi Arabia. SADAD Payment System (SADAD) was established by the Saudi Arabian Monetary Agency (SAMA) to be the national Electronic Bill Presentment and Payment (EBPP) service provider for the Kingdom of Saudi Arabia (KSA). SADAD is an electronic platform to streamline the bill payment process. This electronic platform will act as an intermediary between billers and banks for performing trusted payment process that uses leading edge technology to provide efficient and effective customer service to the people of the Kingdom of Saudi Arabia (Source: SADAD Web site). SADAD case study helps in understanding the innovative SADAD system adopted by Saudi Arabian Monetary Agency to fix failing and fragmented cash-based bill payment and collection system in Saudi Arabia. Prior to SADAD, the payment and collection situation was fragmented and silo based. The situation was agonizing to government, consumers and private sectors firms alike. Authorities estimated about 10-15% loss of revenue annually due to human errors, fraud and delays associated with the manual, cash-based system.
Electronic Service Quality plays an integral role in all aspects of management including in Electronic Payment Systems too. Delivering high quality services becomes crucial goal of a manager. The purpose of a quality management in the business organization is, to ensure that all activities are successfully performed and to report those activities for which there is still room for improvement based on a scientific base line or a bench mark created for the organizational servicing objects. Since user formulates requirements and is the beneficiary of the services, the degrees in which the final services are met to the user requirements are of great concern and affect the quality of services.
Evaluation is a qualitative process to analyze the degree in which requirements have been fulfilled. Measurement is a quantitative process where quality metrics are being defined and calculated to enable quantification in the quality management process (Batagan, Pocovnicu, Capisizu, 2009).
Keywords: SAMA, SADAD, EPBB, UNPAN, BPR
2. RAISING CAPITAL IN GLOBAL MARKETS: A CASE OF SBI, Page No 13-24
Inder Sekhar Yadav
The growing linkage between domestic and external markets has widened domestic access to international capital. As a result of which most of the corporations borrowing from external capital market have to either make or receive payments in foreign currencies. In this context, the principal subject matter of the present case is to analyze the cost of issuing/raising capital globally. Secondary issues examined include assessing foreign exchange risk, designing appropriate hedging strategy and computing the conditional cost of a global debt issue in light of appreciation and depreciation of domestic currency.
Keywords: All-in-cost, foreign exchange risk, hedging, external commercial borrowing, international/ external capital market
3. Triumph Tutorials’ Search of the Triumphant Strategy, Page No 25-38
Nisarg Joshi, Narayan Baser, Harishchandra Singh Rathod & Apurv Raval
This case narrates the real life story of a business venture situated in the city of Ahmedabad. The case focuses on the strategy adopted by the managers of the institute & its repercussions then after. The case is meant for the marketing class of post graduate students with emphasis on Market Segmentation and Positioning strategy. It also discusses the implications of business diversification. The case also offers ample scope of analyzing the leadership qualities of the top management. The beneficiaries will be all such newly start up organizations which come across such typical situations of targeting especially in the subcontinent. The case is based on real life experience. However, it has been presented in a disguised manner so as to protect the identity of the organization.
Keywords: Competitive Examinations, Diversification, Segmentation and Positioning, Market Strategy, Service Quality
4. STRATEGY MAP PERSPECTIVE: SERVICE LEADERSHIP AT DREAM LABS Page No 39-48
Ashok K. Sar
This paper covers the development of strategy map showing the interrelationship among the organization’s internal process and intangible assets and differentiation advantage and demonstrates how collection of integrated and aligned activities enable the firm to offer a value proposition – product leadership. The company is referred to in this paper as ‘Dream Labs” (DL) in order to preserve confidentiality of the material. After a brief discussion on the background of generic strategy, competitive advantage of differentiation and the company, the concept of strategy map and balanced scorecard is defined, and the applicability of this concept to DL is explored through three logical steps. First, the various objectives in the four perspectives, viz., financial, customer, internal processes and learning and growth are identified. Second, the strategy map is developed by establishing the cause effect relationships between the objectives identified in the 1st step. Finally, measures and targets corresponding to each and every objective are identified.
Keywords: Competitive Advantage, Differentiation, Strategy Map, Balanced Scorecard