.Intranet Development for Business Company, / NILUBON Co., Ltd. by Ms.yannika Teera-akaravipas

1

.Intranet Development for Business Company,

/ NILUBON Co., Ltd.

by

Ms.yannika Teera-akaravipas

A Final Report of the Six-Credit Course IC 6998 E-Commerce Practicum

Submitted in Partial Fulfillment of the Requirements for the Degree of

Master of Science

in Internet and E-Commerce Technology Assumption University

March 2002

Project Title

Name

Project Advisor Academic Year

Intranet Development for Business Company, NILUBON Co., Ltd.

Ms. Kannika Teera-akaravipas Rear Admiral Prasart Sribhadung March 2002

The Graduate School of Assumption University has approved this final report of the six- credit course, IC 6998 E-Commerce Practicum, submitted in partial fulfillment of the requirements for the degree of Master of Science in Internet and E-Commerce Technology.

Approval Committee:

(Rear Admiral Prasart Sribhcfdiing) Advisor

(Dr. Ketchayong Skowratananont) Member

March 2002

(Prof.Dr. Srisakdi Chaimonman) Chai1man

(Assoc.Prof. Somchai Thayamyong) MUA Representative

ABSTRACT

The Nilubon CO., Ltd. is a subsidiary of Telecomasia group, in charge of real estate and building management. Because using Intranet is economical, easy-to-use, and has been proven to save cost and significantly increase productivity in a company, the company is utilizing intranet.

Intranet Development for NILUBON Co., Ltd. projects the example of using intranet as medium to increase business value. The main objective of this project is set to create more values and reduce costs in the company, which resulted in customer focus also.

Because the company is a subsidiary of Telecomasia group that receives benefits in terms of supporting help especially in network structure and security. The Nilubon Company uses the same network and security policy as Telecomasia Company, Head Quarter Company.

In this report, the scope of work is separated into 3 phases, first the initial application concerned only with quality control works and is active now. The reason that the authors started with this function is because the nature of this works is papers that can significantly improve productivity. The second is preliminary Intranet (on development application) that extends the scope of Intranet to every function and the last is future plan that we plan to develop more useful and comfortable applications to serve the needs of our employees, customers and especially business traders for business objectives.

This project provides all the details to develop Intranet for a Business Company.

These started from the literature revicvv, Intranet example, and Intranet structure until strategics. It also includes the future plan for future work.

A CKN 0 \VLEDG EM ENTS

I wish to take this opportunity to thank first and roremost Rear Admiral Prasart Sribhadung for without his advice and encouragement, this paper would not have been written.

I owe another very large debt to the source or information (fl-om internet) including from TelecomAsia Co., Ltd. They have provided me with information and documents from my boss and my colleagues, especially to Mr. Somkiat Vipusanarnungkla fiw the permission he has made available and Mr. Atsduvut Srirattananopas who has helped me in many ways with information, advice, criticism, and encouragement.

1 would also like to thank my friends, Ms. Puangpen Laohajareonsombut. She always asked about the progress of this paper. Thanks ror her advice, ideas and encouragement and everyone who is concerned.

Finally, last but certainly not least, a big thanks to my family and Mr. Sombat Suwanjandee who try to help in everything especially with so much encouragement.

11

TABLE OF CONTENTS

Chapter ABS'rRACT

ACKNOWLEDGEMENTS LIST OF FIGURES

LIST OF TABLES

I. INTRODUCTION

II. LITERATURE REVIEW 2.1 Introduction to WWW.

2.2 Introduction to Internet Introduction to Intranet 2.4 Introduction to Extranet III. COMPANY OVERVIEW

3.1 ,., ^')

_) . ^.:...

,., ,.,

_) .. )

Company Profile Vision

Mission

3.4 Organization Chart and Product Range 3.5 Target Group

3.6 The Objective of Using Intranet in Company

IV. INTRANET EXAMPLE

4.1 How companies me using Intranet 4.2 Case studies

4.3 Why Does Intranet Fail

II

v

Yll

3

6 11 16 19

19 19

20 20

22

22

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25 43 51

Chapter

V. INTRANET STRUCTURE

5.1 Preliminary Concept

5.2 Company Intranet Structure

VI. INTRANET STRATEGIES

6.1 Company Intranet Overview

6.2 Intranet Strategies Framework.-.

VII. FUTURE PLAN

VIII. CONCLUSIONS

BIBLIOCiRAPI-IY

IV

54 54 55 62 63 70 100 103 104

LIST OF FIGURES

Figure 2.1

2.2

) ,.,

_,..)

2.4 2.5 3.1

3.2 4.1

4.2 4.3 4.4 4.5

4.6 4.7

4.8 4.9 4.10 4.11 4.12 4.13

4.14 4.15

World Wide Web Grmvth Internet Host

Internet Domain Internet Network

Infrastructure of Internet and Firewall The Company Signature

Organization Chart of Nilubon Company Level of Intranet and Extranet

NASA Website

Hewllett-Packarcl Website Keycorp Website

Cornpurnotors Website HBO Website

National Center of Manufacturing Sciences Website Caterpillar Website

Supplyworks Website Heineken Website J.B. I-Iunt Website General Motors Website

Sandia National Laboratories Website Aetna Website

FedEx Website

5 7

8 8 1 1 19

20 25 28 29 30 31 32

34 35 36 37 38 39 40 41

Figure

4.16 Boeing Website

4.17 Sun Microsystems Internet Web 4.18 Sunweb Icons

4.19 Digital Equipment Corporation Internet Web 5.1 Intranet Structure

5.2 TelecomAsia Network (1) 5.3 TelecomAsia Netvmrk (2)

5.4 TelecomAsia Network and Nilubon Server 5.5 Nilubon structure

5.6 Computer Wiring Network 5.7 Example of Computer Profile

6.1 Example of TelecornAsia Corporation Intranet Page 6.2 Example of Intranet/Nilubon

6.3 Procedure Manual System Database (Login)

6.4 Procedure Manual System Database (Set Password) 6.5 Quality Control Distribution USER-LOCilN Page 6.6 Example of Quality Control Web Page (I)

6.7 Example of Quality Control Web Page (2) 6.8 Company Electronic Mail

6.9 Corporate Intranet Home Page Diagram 6.10 Type of Information Systems

6.1 I Level of Sharing Information 6.12 Organization Web Team

VI

42 44

46 48 54 56 57

58 59 60 61 62 63 65 66 67 68 68

72 85 86 94 97

LIST OF TABLES

Table Page

2.1 Web (irowth Summary 4

\

2.2 Characteristics orinternet, Intranet and Extranet 9

4.1 Sun Microsystems Intranet ROI 47

6.1 lntranet/Nilubon Development Plan 64

6.2 Intranet ROI 75

6.3 The Nilubon's Initial Application ROI 77

6.4 Sharing Information Format 84

6.5 Sharing Department Information Based on Type of Information 87

I. INTRODUCTION

The Internet is rapidly becoming the technology of choice for electronic commerce because it offers businesses an even easier way to link other business and

individuals at a very low cost. New marketing and sales channels can be created.

Handling transactions electronically can reduce transaction costs and delivery time for some goods, especially those that are purely __ ~ligital.

The Internet is perhaps the most well-known, and the largest, implementation of internet working, linking hundreds of thousands of individual networks all over the world. The Internet has a range of capabilities that organizations are using to exchange information internally or to communicate externally with other organizations. This giant network of networks has become a major catalyst for both electronic commerce and electronic business.

lntranets are an economical, easy-to-use, and secure way to bring the many benefits of the World Wide Web to your company. They have been proven to save cost and significantly increase productivity in major companies around the world. An Intranet is a corporate LAN or wide area (WAN) that uses Internet technology and is secure behind the company's firewall. Only authorized employees are able to use it.

Intranets are limited to information pertinent to the company and contain exclusive and oilen proprietary and sensitive information. The firewall protects the intranets from

unauthorized outside access; the intranet can be used to enhance the communication and collaboration among authorized employees, customer, supplier, and other business

partners. Since the Intranet allows access through the Internet, it does not require any

additional implementation of leased networks. This open and f1exiblc connectivity is a

nu~jor capability and advantage of Intranets.

Extranet or extended intranet uses the TCP/IP protocol networks of the Internet, to link intranets in different locations. Extrnnet transmissions are usually. conducted over the Internet, which oilers little privacy or transmission security. Therefore, when using an extranet, it is necessary to improve the security of the connecting portions of the Internet. This is done by creating tunnels of secured data flows, using cryptography and authorization algorithms. Extranets provide secured connectivity between a corporation's Intranets and the Intranets of its business partners, materials supplier,

rinancial services, government, and customers.

Organizations can use Intranets to create collaboration environments for coordinating work and information sharing, and they can use lntranets to make information sharing, and they can use intranets to make inflmnation flow between different functional areas of the firm. Extranets are used in business-to-business electronic commerce, joint development projects between organizations, and supply chain management.

Security awareness is the important topic of virtual world for example security, privacy, legal issues, network reliability, bandwidth, and integration of Internet-based

application with the company's legacy systems pose additional challenges to Internet computing.

II. LITERATURE REVIEW

2.1 Introduction to WWW

Only recently has the technology caught up to make such systems possible. The

most popular system currently in use is the WorldWideWcb. The official description defines the WWW as a "wide-area hypermedia information retrieval initiative aiming to give universal access to a large universe ofcl~Jcuments." Jn simpler terms, the Web is an Internet-based computer network that allows users on one computer to access information stored on another through the worldwide network. (Source: Kevin Hughes,

Honolulu Community College)

The web combines text, hypermedia, graphics, and sound. It can handle all types of digital communication while making it easy to link resources that arc half-a-world apart. The 'Neb uses graphical user interfoce for easy viewing. It is based on a standard hypertext language called Hypertext Markup Language (HTML), which formats documents and incorporates dynamic links to other documents and pictures stored in the same or remote computers. Web browser solhvare is programmed according to HTML

standards. The standard is universally accepted, so anyone using a browser can access any of the millions of Web sites. Brcnvsers use hypertext's point-and-click ability to navigate or surf. To access a Web site, the user must specify a uniform resource locator

(URL), which points to the address of a specific resource on the Web. (Source:

Electronic Commerce and Electronic Business book)

Table 2.1 shows the rate of the web's growth that has been and continues to be exponential, but is slowing in it's rate

or

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had a doubling period

or

under 6 months.

Table 2.1. Web Growth Summary.

Res1ltlts Summary

I

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112/1994 110,(J22 118.3 451 (99)

16/1995 123,500 131.3 1270(46)

11 /1996 100,000 150.0 194 ( 17)

6/1996 1230,000 168.0 141

11/1997 1650,000 162.6

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(Source: Matthew Gray

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Figure 2. 1. World Wide Web Growth.

s

2.2 Introduction to Internet

An "internet" is a connected set or networks, such as those using Transmission Control Protocol (TCP) and Internet Protocol (JP). When used in conjunction, this suite of protocols is referred to as TCP/IP. "The Internet" usually refers to the connected TCP/IP internets. Networks based on other systems, such as OSI might also be

considered internets and part of the Internet. Often this definition is expanded to include all the other networks which have connections to the Internet, such as BITNET, Janet and Usenet (I-lardy 1994).

The Internet, the "Network of Networks," had its ongrn 111 1972, the First International Conference on Computer Communications was held in Washington, D.C.

A public demonstration of the ARPANET was given setting up an actual node with 40 machines. Representatives from projects around the world including Canada, France, Japan, Norway, Sweden, Great Britain and the U.S. discussed the need to begin work on establishing agreed upon protocols. The lnterNetwork Working C3roup (lNWG) was

created lo begin discussions f'or such a common protocol and Vinton Cert~ who was involved with UCLA Arpanet was chosen as the first Chairman. The 'vision proposed for the architectural principles f()r an international interconnection of networks was "a

mess of independent, autonomous networks interconnected by gateways, just as independent circuits of ARPANET are interconnected by IMPs .. (Hauben).

(Licklider and Vezza 1978).

Jn 1983, the ARPANET was split into ARPANET and MILNET. The later was

integrated into the Defense Data Network, created in 1982. ARPANET was taken out of service in 1990. ARPANET's role as network backbone was taken over by NSFNET

which may in time be 1n turn be supplanted by the National Research and Educational Netvvork (NREN).

ARP AN ET was very important in the development of the Net. In its time it was the largest, fastest, and most populated part or the Net. Its initi<il structure was influenced by the fact that it was intended to form part of the central command and control structure for the US armed forces during the height of the Cold War. As such, it was designed to be able to survive a nuclear attack. This in turn influenced the decentralized and peer-to-peer structure of the Net.

(SOURCE: Robert 11. Zakon, www.zakon.org).

Figures 2.2, 2.3 and 2.4 represent the internet growth m exponential curve:

internet host, internet domains and internet networks.

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Bernard has identified seven types of Internet-based. There are so many valuable services available in each category.

( 1) Web conCerencing

(2) Document storage and sharing (3) Instant messaging

(4) C!roup email (5) Message boards (6) Instant printing (7) Integrated solutions

What's the difference between an extranet, an intranet and the Internet? First there was the Internet, which is available for everyone to use. Then businesses got smart and started developing their own intranets that t1scd the same friendly Web interface but put up firewalls (sec April's Learning Curve for more on firewalls) so that only employees could sec the information on the site. Finally, the cxtranet was created. It finds itself

somewhere in between--there's still a firewall, but you allow only selected outsiders, such as business partners and customers, inside. Table below compares and contrasts the three technologies.

Table 2.2. Characteristics of the Internet, Intranet and Extranet (Szuprowicz 1998).

Network Type Typical Users Access Type of

Information Internet Any individual with Unlimited public; General, public and

dial-up access or LAN no restrictions adversarial

Intranet Authorized employees Private and Specific, corporate,

only restricted and proprietary

Extra net Authorized groups Private and Shared in authorized from collaboration authorized outside collaborating groups

comparnes partners

9

The important challenge in virtual is Internet security awareness that now becoming ma.ior concern about us111g Internet. Most company and user pay more attention in this item and must include security mechanism, security policy, education

and continuously monitoring.

Statistics from the Computer Emergency Response Team Coordination Center show 7,024 security incidents and 633 vulnerabilities reported in the· first quarter of

200 I. For all of 2000, 21 ,756 incidents and 1 ,090 vulnerabilities were reported.

(Computer Emergency Response Team Coordination Center 2001)

More than 7()<% of Americans are concerned about Internet security. Another 74%

are worried about what may happen to their personal information over the Internet.

More than half (7 l %) expressed at least "some" faith in the U.S. government to prevent cyber attacks. (Information Technology Association of America 200 I)

2085

2.3 Introduction to Intranet An Intranet means

(1) a network connecting an affiliated set of clients usmg standard Internet protocols, esp. TCP/IP and HTTP.

(2) a IP-based network of nodes behind a firewall, or behind several firewalls connected by secure, possibly virtual, networks. (See Figure 2.5)

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"Using Internet-based technologies within an organization to facilitate communication and access to information." An integrating mechanism for people, processes and information within the enterprise. The corporate "information network.

There is in fact no one definition it really depends on what you want it to be. For some companies it is simply a way to get information to people--a replacement for the company newsletter. For others it is more extensive and includes access to information, processes and applications. The key points arc that it is Internet-based (i.e. based on standards), within an organization, and provides some level of integration and access.

(WW\·v.cio.com)

An internal web comprises all l!TTP nodes on a private network, such as an organization's LAN or WAN. If the organization is a corporation, the internal web are only logically "internal" to an organization. Physically they can span the globe, as long as access is limited to a defined community of interest. (INT Media Group, Incorporated: www.intranetjournal.com)

A network based on TCP/JP protocols (an internet) belonging to an organization, usually a corporation, accessible only by the organization's members, employees, or

others with authorization. An intranet's web pages look and act just like any other web

site's, but the firewall surrounding an intranet fends o1T unauthorized access. Like the internet itself: intranets are used to share information. Secure intran~ts are now the

fastest-growing segment

or

(www.wcbopedia.com)

J\n Intranet site is only as good as its content. No matter how much form and function goes into the framework, it is the transfer of information that drives intranet

success. Which is why Intranet strategy from conception, to implementation, to change - must revolve around the right content management technology and methodology. (Hank Barnes, Vice President of Strategy for Eprise Corporation)

It's a business person's dream. An Intranet nirvana, where employees are linked

from their desktops to every source of information they need to make decisions that will propel the company to unlimited business success. They have access to product data.

External data feeds provide up-to-the mi11ute information. HR, marketing, customer support, and sales information are linked in and everything they need is just a click away. (Bill Rogers, President/CEO, Ektron, Inc.)

(SOURCE: www.cio.com) From research of www.cio.com shows the trend of intranet in future;

(I) Infrastructure, security improvements brings boom in electronic commerce (2) We get the basics done then move on to new ways of working

(3) The paperless office becomes more possible.

(4) Business systems connect to the Web

(5) More communication tools move to the desktop (6) The desktop moves to the browser

(7) The browser moves o1T the desk

(8) Moving beyond document passing to more complex uses

(9) Data base access, virtual conferences, work.flow, document management, agents (personalized pages/searches)

(10) Bettertools

(I l) Subscriptions (push)

( 12) Companies arc shutting off legacy delivery systems

Library, Ari

( 13) Companies arc insisting the new apps be web-enabled ( 14) More collaboration

( 15) Increase in creating & funding of Web teams

Now the companies tend to arise in the wake of the huge intranet explosion that has occurred within the United States. By 200 I, 50. 7% of these organizations plan to

have corporate portals installed. (lDC's Technology Integration Panel Study (TIPS) 2001 ).

Larger companies arc more likely to have Intranets than smaller companies. In general, companies devote more of their Intranet spending on internal resources than on external products and services (Extending Information Throughout. the Enterprise;

Intranet Adoption Trends 2000).

This research below excludes companies with fewer than 10 employees. Large companies have 1,000 or more employees; medium-sized companies have between 100- 999 employees, and small companies have 10-99 employees. (U.S. Corporate Portal Implementation Plans J 999-2001)

By 2001, half

or

By the end or 2000, the communications sector had the highest percentage of

respondents with corporate portals, followed by the financial services sector.

Every year, there is a cluster of industries in which more than 30% of respondents were implementing or plan to implement their corporate portals.

In 1999, the early adopters were the communications sector, "other services," and

government. In 2000, the process manufacturers and business/legal services sector were

adopting portals. In 2001, the mining/agriculture/ construction sector will be very

active, as will health and engineering/management services.

Summary of benefits of applying Intranet to company are 111crease

competitiveness, expanded sales, costs reduced now and avoided later, Improved p r o cl u c t i v i t y ( cl u e l o b e t t e r a c c e s s t o i n f o rm a t i o n & a p p 1 i c a t i o n s ) , information/application access Shortened product time to market (e.g., due to collaborative developments), better customer support, increased collaboration and others such as over-time access, subscription-based, group ware, smarter info retrieval, more

complex uses, tighter integration. (Mellanie Hills, www.knowledgied.com 2001)

However best Intranets must emphasize iterative design and standardized navigation, and feature collaboration tools and content management systems because on average, companies saw intranct use increase by 98<% after redesigning to make them usable.

From research of Dr. Jakob Nielsen, Nielsen Norman Group represents that in the 1990s, corporate intranets were an utter mess in most companies lacking interface design standards, unified information architecture, and task support for collaboration and other activities. Employees did not gain the intranet's potential benefits of improved

communication, collaboration, and awareness, because they were not very motivated to locate information on poorly designed and confusing intranet pages.

In 200 I, intranets arc generally not much better. But, we have seen a greater emphasis on increasing productivity and on making technology pay for itself By comparison, intranets have been slower to improve. The main reasons are that intranets

continue to be poorly managed and lack the budgets required for a redesign that would

1

s

let them reach the entire company and properly accommodate its applications and mass of online content. (Dr. Jakob Nielsen, Nielsen Norman Group, www.cio.com)

2.4 Introduction to Extranct

Extranet =Intranet+ Extension Outside the Company.

An extranet is an intranet that is partially accessible to authorized outsiders. An intranet resides behind a firewall and is accessible only to people who are members of the same company or organization. An extranet is a private network that also uses Internet protocols and the public telecommunication system to securely share part of a business's information or operations with business partners--suppliers, vendors, partners, customers, or other businesses. An extranet can be viewed as part of a company's intranet that is extended to users outside the company. Extranets are a popular means for business partners to exchange information. (www.cio.com/research)

In the 1990s, corporations have engaged in massive programs of selective outsourcing. By identifying their core competencies and outsourcing the rest, companies have reduced capital requirements and been able to develop agile market strategies.

Companies like Nike and Dell have been able to develop collaborations with suppliers

that have revolutionized their respective markets. This movement has had a profound impact on American industry, and has created an urgent need for strong

communications between companies and their supplier. A Company like Dell that has built a powerhouse out of the ability to put together computer systems for people on the fly, and deliver them in a few days, would crash and burn if communications with its

suppliers went away. (Schwarzwalder 1999)

While not every company has extranet plans that mirror those of National

Semiconductor, most look for faster communications between trading partners, the

ability to spread information throughout the organization and closer ties with customers, suppliers and partners. What do organizations get from extranets? Quick communication

with customers and partners is an advantage in the market. "Getting input from key customers on product features before introduction is important," says Richard Rebh, vice president of marketing for Web Flow Corp., an enterprise software applications firm also in Santa Clara. (Curtis F. Franklin Jr.)

One of the most exciting applications today is enhanced ordering systems. These systems tie suppliers more tightly to their customers, benefiting both parties. As the cost of corporate purchase order processes continues to climb, the need for this integration is

clear. Unl'ortunately, the problems of electronic data interchange, incompatible systems and con11icting architectures have impeded a simple solution. But extranet solutions promise to solve this. With this system, Liberty Mutual has reduced the number of its purchase orders down to less than 8,000 annually, saving millions of dollars in the process. (Mark Tebbe is president of Lante Corp., a national technology)

The benefits of extranets, such as reduced time to market and cost of doing business, and faster access to partner information, may be outweighed by the costs security, Web servers and development, legacy systems integration, ongoing support

and maintenance. Extranets require a large amount or IS time and energy, much more than what it takes to get an intrnnet or Web site up and running, which may place it at the bottom of the IS group's to-do list. (Tom Wailgum)

17

llere are the examples or extranet application;

( 1) Electronic commerce:

(a) Virtual Store-Fronts

(b) Supply and demand chain automation

(2) Virtual webs for dealers, vendors (e.g., product info)

(J) Collaboration (all outside constituencies) ( 4) Online surveys (marketing)

(5) Subscription-based information services

(SOURCE: Robert Schwarzwalder, 1999: www.findarticles.com)

Ill. COMPANY OVERVIEW

3.1 Company Profile

The NILUBON Co., Ltd. is the one of subsidiaries of TELECOMASIA GROUP that was established for building management is the 1m~jor and other concerned building service as well. Our full-service building management and continuous services gives the highest customer satisfaction.

The Nilubon signature consists of the Nilubon symbol together with the Nilubon text (company name). The company sets standards for use of the signature, Nilubon trademarks and trade names, and other elements of the corporate identity that are shown below.

Figure 3.1. The Company Signature.

Company name: NILUBON COMPANY LIMITED.

Location: 18 Telecom Tower, Ratchadapisek Road, Huai Khwang, Bangkok, Thailand.

Type of Business: Real Estate and building management Registration date: 2 July 1992

3.2 Vision

Being the excellent service provider in Real Estate and Building Management.

19

3.3 Mission

The goal 1s to ensure our success by satisfying our customers and increasing shareholders value that is based on company quality policy;

Quality Policy: Shall focus on customer satisfaction by providing the quality services according to world class working processes that must be a continual improvement.

3.4 Organization Chart and Product Ra_ngc

Nilubon Company is the leader of full-service building management in real estate market. Our experienced professionals offer you quality services and world-class systems. Company product range is according to organization as Figure 3.2.

Organization Chart of Nilubon Company

[ President

[ -, Custorner f. 1 · Ze ahons . ..

1r---t---i

Exe::11tive Vice

l

\ F1 c31dcnt ,

Property Service ]

Propttiy Data .) Centtt"

r

J

l ..

':=======::

Special Project

·i

r

Senior Vice

l

l ..

. _L_e_g_al_ .. -- - -- - -- -

j

r

r

[ Building

J r

Ivlaintenance Catering

[ ^Building

J

Mailing &

.6. drni ni s Im ti o n Delive1y

r--Security Services

\

J J

J

]

EVP Office

Human Resources

& Gemral Affairs

Human Resources

( G ei·1e1al Affairs

J

Figure 3.2. Organization Chart of Nilubon Company.

Company product range ( 1) Building Management

Responsible for maintaining and managrng the buildings ¹¹¹ good quality based on these functions; building maintenance, building administration, safety and environmental and quality control section.

(2) Property service

This function is in charge-.of full-service about property, for example property survey, sales agency, property legal consulting and other property accessories.

(3) Central Support Service

Central Support Service 1s function that provide comfortable and security for customer in building. These services consist of mailing and delivery, protocol and catering and security center.

(4) Human resources and general affairs

(a) Human resources; is for human resources process (b) General AJfair

Providing the rest of the services that is not in the above scope as af<Jresaid; such as office furniture service.

( c) Customer Satisfaction

The critical role of the company is the customer satisfaction part, that will return the feed back from customer to benefit customers delight enhancement.

21

3.5 Target Group

The customer of company can be segmented into 2 types;

(a) Internal Customer is the customer from subsidiary TelecornAsia group.

Since the TelecomAsia group uses the same policy Jl·om management, the company must give service to the subsidiary in Telecom Grqup.

(b) External Customer is the real customer who needs the company and involves each or whole of the re.al estate services and management.

3.6 The Objective of lJsing Intranet in Company

Now the trend of world is the technological approach; so the company should adapt and improve the organization to be consistent with the world trend. By using web- based technology, company uses the one approach that will give more value and reduces costs.

( 1) Why the company needs to use the Intranet (a) Customers Focus (means more profit)

Intranet enhances customer interactions and in the long run it can help develop customer loyalty. By J()cusing on helping, it makes the customer more successful and easier to do business with your company.

(b) Integration into all business processes

The company saw the best value from integration with the entire business process that can reduce cost and enhance productivity.

(c) More Support f(w Collaboration

Intranet is helping people work with each other including share information, not just inside the corporations but also with other business partners.

(cl) Effective Delivering Information

The company is now delivering information to a wide variety of locations with high frequency. By using intranet, it can help deliver information process better, faster and more accurately.

(e) Knowledge Management

The company saw the advantage of starting advance knowledge management by using intr.anct as a medium, because better employees means better organization.

(f) New Business Opportunities

The interesting and challenging reason for us111g intranet is to find new opportunities. The management can focus on capturing knowledge from employees, find employee's internal skills and ideas that benefit the company.

(g) More supporting from TelecomAsia Groi.1p

The TelecomAsia group has already set up web-based technology. In most cases the company can request for support such as combine and share the resources from them. It means we spend less cost but gain more advantage from this project.

(2) How company are using Intranet.

(a) First Phase (Initial application)

The initial application was aimed on quality information delivering. Since the company got international organization for standardization certificate, quality section had many paper works. We spend more time and labor for quality paper works. Ii1 the first phase,

we developed application for helping quality section 111 information distributing, updating, limiting authorized persons and so on.

Now this application is active; you will see more details and examples in the following part.

(b) Second Phase (Preliminary Intranet)

The company started developing its own internal web page, which is available for everyone Ill the organization not only for the quality team.

This report will concentrate this part that will present how we plan to create the successful Intranet for our organization. (See detail in Intranet strategies)

(c) Third Phase (Future application)

The company plans to extend the scope of Intranet to selected outsiders, business partners to approach business objectives including developing more collaborative and dynamic applications to increase productivity as well.

IV. INTRANET EXAMPLE

4.1 How Companies Arc Using Intranet

Intranet can be value in many ways except general advantages that we already know e.g., cost saving, reducing paper and information sharing. Company can apply to use it in di1Terent ways according to their purpose that can be classified in 5 levels, as per the following examples;

Levels of lntranets

Figure 4.1. Levels of Intrnnets and Extranets.

( l) Static Publishing;

(a) Employee listings and directories

(b) Policies, procedures, and process manuals (c) Organizational charts

(cl) Internal job postings

(e) Reports, memos, and presentations (f) Catalogs, brochures, and price lists

25

(g) Departmental information (h) Newsletters and bulletins (i) Training materials and courses (j) Frequently Asked Questions (FAQs)

(2) Dynamic Application

(a) Benefits: Query forms, Update forms (b) Financial applications

(c) Help desk problem status (d) Sales applications and reports

(e) Orderentry '"

(J) Inventory and production status (g) Customer service

(3) Collaboration and group ware (a) E-mail

(b) Internal newsgroups and discussion forums ( c) Calendars and schedules

(d) Voice conferencing and videoconferencing ( e) Electronic meeting support systems

(J) Group writing/shared document editing tools (g) Whiteboards and data conferencing

(h) Knowledge repositories

(i) Work flow: employee development, product development, procurement, sales, manufacturing and order fulfillment

Each company must design the Intranet to meet their business goals and/or existing infrastructure. The examples below will show how companies are using Intranet and some advantages.

(1) NASA

(2) llewlett-Packard Electronic Sales Partner

(3) Keycorp ( 4) Com pumotor (5) HBO Online

(6) National Center for Manufacturing Sciences (7) Caterpillar

(8) Supplyworks

(9) Heineken

(I 0) J. B. Hunt Transportation Service.

( 11) Gerneral Motors

( 12) Sandia National Laboratories ( 13) Aetna

(14) Federa!Express

(15) Boeing

27

NASA

http://www.nasa.gov

f,gvo1ites Iools !::lelp

FebnliHY 4, 2002 Text on111Ve1sion

NASA~~ \>1sion (fla::,h rrtoiAe)

Sean O'Keefe, Administrator The F'rnsic!ent's Manaqernent .A.qenda

Search NASA's Web·

Enter search worc!s:

\j ^{1\· () f \}

J ..

^,).,.r·.

NASA's Fiscal Year 2003 Budget Unveiled

f\JAS.A. unveilecl the .A.clrninishalion's Fiscal Year 2003 tJwJgel for t1·1e space agency

saicl t1·1e Presiclent's, fiscal ljucli;,1et proposal

tor 200 3 " ... reflects the Aclrninf$lralion's cornrnitrnent to this agency':;; coie resea1c1·1 etto11s ancJ it~. funclarnenL=il rnanclate to aclvance aeronautics ancJ ::iero~.pace

impo11ant t11at l\!AS.A. "ch earn tJi~t an cl turn

toda@asa.gov

tl.JASA Home Page '.:2urvey.

~lt\SA I\/. Schedule

See the SRac~

Sta.ti_Qll

Interested in the latest information 11.JASA has to offer?

Figure 4.2. NASA Website.

(1) Collaborative aeronautical design system (2) Goal: design more quickly, for less money

(3) Lets manufacturers collaborate remotely on wind tunnel analysis (4) Reduces up front design costs

(5) Based on security (network, protected areas)

Hewlett-Packard Electronic Sales Partner http ://www.hp.com

~contact hp

search

..J> tips

-+ more option:>

I n v e. n t

highlights

--t-hp fir~t quarter re:.ua~~

to e:-.ceed currc-.nt analy=:;t EPS (1Stimatt:~5

subst.,:inti.:illy

~ hp and dre.:Jmv·1ork:~

~r1r1c•unce di.:.ol 4 hp ur1veil::: linu:<

solution::; f,:ir enterpri:.e:s, t•:ko:.

~~developers & solution pa11·ners

-). rcqislet· your product -->-subsc:i-iber's choice

Figure 4.3. Hewlett-Packard Website.

select a countr United States

-)- IT professionals

7 how lo buy

7 µroniotions & rebates

(I) Hp has 200 internal Web servers, accessed by 10,000 people m product divisions, field-sales offices and corporate groups.

(2) Using schedules for tasks such as meeting.

(3) Defect reporting

(4) Equipment requests via Intranet (5) SoJhvare configuration management.

(6) Goal: aiming in sales growth

29

Key corp

http://www.keycorp.net

Terminals Sma1tcards E-commerce

Services > Keycorp appoints 1ww IH?i:icl of

Acce>ss Devices

> Fu1tl1<:•r or.:k~1s in Mz1ste1Ci11cl initi;:ilive

> l((•ycorp's reqion;·ii m;-1nclate to 1wv.: GM

> Bruce Tilornpson .:ippointc·cl C:l:::O dl\d MillldUill~I Di1(~cL01 of KeyCOIJ.>

> C:rnr1rno1nvealth Bc111k liHlliches K78 "Mobik•C:omrn" solution

> MULTOS U~clrnicdl suppo1 l FAQs cil)ollt card supply, rnanufdcture, a11cl ,c1ppliu1tio11

Sma1te<1rcl systems

Keycorp is a llH:>mber of the Ciloba I Pl<itforrn

initiative, committed to the stcinclarclisation of sin a 1tca rel

pl;1lforrns

Figure 4.4. Keycorp Website.

(I) Created internet site for going virtual

(2) Realized need for same service internally called Keynet that gives more benefits for employee such as sharing competitive information.

(3) Created initial production system in 90 days; cost $300K (4) 1,000 employees access 40 content areas; 50-60K hits/month

(5) Saving on printing and distribution alone covered costs

Compurnotor

http://www.cornpumotor.com

I P.:irker Automation Technologies o:;::J

Compumotor Division _ ~- _

·Buy W ' '"!'"· ,.c.Proclucts i Liter3ture [ Suppo11 [ ~eaic11

[g Fl~_\0Li.Z.:lrt!s~l.li:lS1l( I

f\']()f'i()t)fll{lf1tl_rn.·. (]) Cive ~'our nwtion ccntrol

system ti·1e 1·na,,;iic touch!

A Complete Family of f\·lotion Control Products

I l<JT_ $J1Jff

rnquest CD's, Literature, Videos, Softl'var·e and

cJ,)wnload our latest sofbvar-e i1·1cludin,;i f"1·.:iciv,

f>fo: •.ft! I \ifj/j\f'[Y1.

Figure 4.5. Compurnotor Website.

(1) This web site is part of division of Parker Hannifin (2) Moved basic HR documents to their Web

(3) Took 6 months, cost$ l 8K

( 4) Saving I 30K/year in document management costs. For example sharing information and works.

(5) Then moved to data warehouse access and put data about quality online.

31

HBO Online

http://www.hbo.com

Ot'igi11al Series The Sopranos Sex arid the City Six Feet Under Oz

Candidate 2012 Project Gn::erdight Curb Your Enthusiasm Band of e.rothers Dennis Miller Live The Mind of the Married M.:in A.-liH

Movie Premieres Special Events Sports Boxin1J On the Record Real SpQrt~~

Inside the r'JFL

ffilOone

Figure 4.6. HBO Website.

iONiG~ii oN 1iilri ..

. . ~.~-~E.~-~-~ .. ~ ... ~.L-~.¹~~·~···

Loser

: STORE

Sex And The City 65: A Vogue Idea

Project Gn~enlight 11:

Six Feet Under 09: Life's Too Short

<· View Full Schedule t- Download Guide

Check for special offers In your area~

( 1) Moved multimedia files to Web to create more value (2) Cost saving from reduced printing costs

(3) Support for virtual and distributed team so that sales people have instant access to them.