Digital Technologies Utilization in Business Processes at AO.com

This project paper investigates the adoption of digital technologies within the business operations of AO.com, an e-commerce company based in the United Kingdom. It outlines the business case, project scope, and SMART objectives, emphasizing customer satisfaction and error reduction. The paper details project requirements, parameters including time, cost, and quality, along with a communication plan and a comprehensive risk management plan addressing issues such as monitoring customer satisfaction, security standards, and resource allocation. The research methodology incorporates both quantitative and qualitative data analysis to evaluate the impact of digital innovations. The project includes a Gantt chart and work breakdown structure for effective project management. The paper concludes with recommendations for AO.com, offering insights into how to improve business efficiency through digital technologies.

Running head: UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
Utilization of digital technologies in business processes
Name of the student
Name of the University
Author note

1UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
Abstract
This paper includes a discussion about the utilization of digital technologies in the business
prospects of a company. The chosen country is United Kingdom. This paper includes the major
parameters for building a digital technology based project. In addition, this paper also includes
an analysis of the data that is collected from the employees of the company. In addition, the
research is carried out using mixed data collection process. Moreover, both the qualitative and
the quantitative data analysis process are adopted here. Lastly, this paper concludes by listing out
various recommendations for the company.

2UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
Table of Contents
1. Introduction..................................................................................................................................4
2. Business case...............................................................................................................................4
3. Project Scope and Objectives......................................................................................................5
3.1 Project scope..........................................................................................................................5
3.2 Project objectives...................................................................................................................5
4. Project requirements....................................................................................................................6
5. Project parameters.......................................................................................................................6
5.1 Cost and scope:......................................................................................................................7
5.2 Time and quality....................................................................................................................8
5.3 Communication Plan...........................................................................................................10
5.4 Risk management plan.........................................................................................................11
5.5 Resources required:.............................................................................................................15
5.6 Gantt chart...........................................................................................................................16
5.7 Work breakdown structure..................................................................................................17
6. Research methodology...............................................................................................................18
7. Data findings and analysis.........................................................................................................18
7.1 Quantitative data analysis....................................................................................................18
7.2 Qualitative data analysis......................................................................................................25
8. Conclusion and recommendation..............................................................................................27

3UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
8.1 Conclusion...........................................................................................................................27
8.2 Recommendation.................................................................................................................27
9. References..................................................................................................................................29
10. Appendix..................................................................................................................................33

4UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
1. Introduction
This paper mainly includes a discussion about the adoption of digital innovations in the
business prospects of a company. The company to be discussed in this paper is AO.com and its
associated digital technologies. The company is basically involved in utilizing the ecommerce
prospects of businesses. Along with the utilization of the ecommerce activities, various other
digital innovations are also be adopted by the company. This paper includes the main aims and
objectives that will be utilized for devising the project requirements which will be followed for
adopting the digital innovations. In addition, this paper will also include the various aspects
included in project management plans so that the adoption of digital technology can be
effectively made. Moreover, this paper will also include the collection and analysis of data that
will be utilized for the project. Lastly, this paper will conclude by listing various
recommendations for the company.
2. Business case
The company AO.com is considered to be an internet based retailing company who
specializes in online goods and services. Moreover, the stocks of the company are being listed in
the London Stock Exchange. In the year 2000, John Roberts was responsible for establishing the
company on the name of “Appliances Online” (Ao.com, 2018). In addition, the company also got
a hold of the expert logistics system which enabled them to adopt self-delivery of the products.
Moreover, the company invested a large sum of money on a studio production house which will
be used to make their own video product reviews for the website. This was mainly used for
showcasing their product sales page. Furthermore, the company also bought infrastructure so that
it can be used for employing more than 100 people. In the year 2013, the company was

5UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
rebranded as AO.com which was then followed by the adoption of same day delivery services for
their customers. The social accounts of the company also reached to over a million followers
which resulted in the company receive the PayPal retail award.
On the initial terms of doing business, the company was mainly involved in adopting the
traditional means of online businesses. Due to the adoption of various digital innovative
technologies, the aspects of business have been changed. The capturing of user analytics and
website evaluative strategies can in turn lead to the formation of an enhanced business.
3. Project Scope and Objectives
This section of the paper discusses about the aims and objectives of the project.
3.1 Project scope
The scope of the project is to adopt the use of digital technologies in the business
processes. This project will also analyze the respected cost and budget required for the
technological adoptions for evaluating the presence of any risks to the system. The project will
also implement various research options for data collection and analysis for recommending
various performance parameters that can be applied in the business to make it more efficient in
their services.
3.2 Project objectives
The SMART objectives of this project are:
Acronyms Objectives
S- Specific To carrying out the evaluation of the impact of
digital innovations in operations, marketing,

6UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
accounting and HR operations of the company
M- Measurable To analyze the respective cost and budget of the
parameters so that an effective analysis can be
made
A- Achievable To make a successful evaluation of the risk and
mitigate them
R- Realistic To utilize research options for collecting data
regarding the technological adoptions and
analyzing them
T- Timely To achieve the project outcome within the assigned
deadline according to the timeline
4. Project requirements
The requirements of these technologies are that they must meet the demands of the
business including all the associated parameters.
Customer satisfaction:
This is the first requirement which is to be followed for every business (Rikkerink et al.
2016). Keeping the customers satisfied is a major aspect of business. AO.com has utilized their
very own same day delivery system which helps to keep their customers engaged in the market.
Lack of errors and complaints:
Due to the adoption of a large number of technological innovations, the need to control
them is also a necessity (Ao.com, 2018). In case of this, the number of errors is a priority which

7UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
in turn will lead to a reduction in the number of customer complaints. This will basically lead to
increased market acquisition for the company.
5. Project parameters
This section of the paper includes the various parameters that will be considered for the
project. These parameters will then b analyzed so that a successful evaluation is met.
5.1 Time, cost and quality
This section of the project plan includes a time management plan which will be utilized
for considering the time required and to be followed for proceeding with the requirements. The
total investment required for successfully adopting the project is supposed to be $91,560.00. The
identification and completion of the entire project requirements will be done successfully by
considering this budget estimation.
Utilizing the costs of the project aspects, the scope associated to the project will be
successfully implemented. In addition, the project scope will also be followed by considering the
budget estimations of the needed digital technological innovations.
Task Name Duration Start Finish Cost
Development of digital technology
systems in AO.com
110 days Mon
5/5/18
Tue 8/27/18 $91,560.00
Project initiation phase 20 days Mon
5/5/18
Fri 5/25/18 $12,500.00
Developing the business case 4 days Mon
5/5/18
Fri 5/9/18 $1,600.00
Undertaking feasibility in study 5 days Fri 5/9/18 Wed 5/14/18 $5,000.00

8UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
Establishment of the project charter 6 days Wed
5/14/18
Tue 5/20/18 $3,500.00
Appointing the project team members 5 days Tue
5/20/18
Fri 5/25/18 $2,400.00
Planning phase 30 days Sat
5/26/18
Thu 6/25/18 $26,360.00
Creating the project plan 5 days Sat 5/26/18 Thu 5/31/18 $3,800.00
Creating the resource plan 5 days Thu
5/31/18
Tue 6/5/18 $3,320.00
Creating the financial plan 4 days Tue 6/5/18 Sat 6/9/18 $3,600.00
Creating a risk management plan 4 days Sat 6/9/18 Wed 6/13/18 $2,240.00
Development of an acceptance plan 2 days Wed
6/13/18
Fri 6/15/18 $4,560.00
Development of a communication plan 5 days Fri 6/15/18 Wed 6/20/18 $5,040.00
Creation of a project procurement plan 5 days Wed
6/20/18
Thu 6/25/18 $3,800.00
Execution phase 50 days Fri
6/26/18
Sat 8/16/18 $49,380.00
Objectives and scope certification 5 days Fri 6/26/18 Wed 7/1/18 $3,400.00
Identification of the critical success
factors
6 days Wed
7/1/18
Tue 7/7/18 $3,600.00
Development of measurement metrics for
tracking of CSF data
5 days Tue 7/7/18 Sun 7/12/18 $5,480.00
Implementation of quality management
system
4 days Sun
7/12/18
Thu 7/16/18 $3,520.00

9UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
Identifying customer group 5 days Thu
7/16/18
Tue 7/21/18 $4,320.00
Soliciting feedback of the customer 5 days Tue
7/21/18
Sun 7/26/18 $3,140.00
Development of the survey tool 4 days Sun
7/26/18
Thu 7/31/18 $6,000.00
Development of improvement plan 6 days Thu
7/31/18
Wed 8/6/18 $5,520.00
Monitoring CSF 7 days Wed
8/6/18
Wed 8/13/18 $9,120.00
Incorporating user engagement data into
the marketing plan
3 days Wed
8/13/18
Sat 8/16/18 $5,280.00
Closure phase 10 days Sun
8/17/18
Tue 8/27/18 $3,320.00
Sign off stakeholder 2 days Sun
8/17/18
Tue 8/19/18 $1,520.00
Post-project review 3 days Tue
8/19/18
Fri 8/22/18 $1,080.00
Documentation 5 days Fri 8/22/18 Tue 8/27/18 $720.00
Utilizing these project aspects for considering the time management requirements, the
quality of the digital technology adoption project will be enhanced. In addition, this will also be
able to enhance the business activities of the company including the HR activities, accounting
activities, managing activities and operational activities (Fleming and Koppelman 2016). The

10UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
project will then successfully address the requirements of the technology and will then be able to
meet the needs of the company in terms of business activities and customer satisfaction levels.
5.3 Communication Plan
This section of the project plan includes a communication aspect that has to be followed
for creating a link between the various personnel responsible for the project.
Description Type Target
audience
Delivery
method
Delivery
frequency
Responsible
1.Project
Status
Mandatory
type
Sponsors,
present
committee
Personal
email
Once Project
manager
2.Project
budget
Informational
type
Team leader
of the project
Conference
and personal
email
When
required
Financial
manager
3.Resource
requirement
Informational
type
Employees Conference
and email
Monthly
basis
Resource
manager
4.Risk
managemen
t plans
Informational
type
Employees Conference
and email
Weekly basis Risk
manager

11UTILIZATION OF DIGITAL TECHNOLOGIES IN BUSINESS PROCESSES
5.4 Risk management plan
This section of the project plan discusses about the presence of various risks to the
system. This risk management plan will list all the associated risks to the system and will also list
the mitigation plans for them.
Risk 1: The absence of an appropriate monitoring system for CSF (customer satisfaction)
Risk identification is done as collection of information from various sources. This is
supposed to be a project related risk. Risk management is done by reducing information mis-
management. The mitigation plan involves monitoring of critical success factor for the project.
This will properly help in addressing the efficiency in the system.
Risk 2: Lack of security standards in the system
Identification is done by documenting the risk. This is a system based risk. Risk
management is done by enhancing the network for solving the security issues. The problems
associated to the project and the system of must be mitigated in a proper way. This must be done
for the successful development of the project.
Risk 3: Improper estimation and accounting of the budget
Lack of financial accounting in the balance sheet of the company related to the project
leads to identification of risks. This is a financial risk. The risk management involves properly
analyzing the accounts of the system. The budget plan of the project and the accounting systems
must b properly analyzed such that an efficient accounting system is adopted.
Risk 4: Absence of proper allocation of required resources