About Transform ebusiness

Iain MacGillivray

hello, my name's Iain MacGillivray, I am a director of transform ebusiness ltd, and I'd like to tell you a bit about myself.

Starting with my qualifications and experience, and how I got interested in the internet; I have an MBA business qualification from Strathclyde Graduate Business school, and a BSc Hons. Physics degree from Strathclyde university in Glasgow, Scotland.

I have worked for the past 20 years in electronics and computing with Hewlett Packard, Exabyte and Compaq. Prior to that I worked in Medical Physics for 5 years.

I became interested in the internet and e-commerce during my MBA studies and also during my last few years with Compaq/hp, where I program managed introduction of various internet based e-tools and e-business applications.

My interest and experience in business processes, in failure analysis, and business strategy - again through my studies - all seemed to pull together around the internet. I believe strongly that the internet can have a dramatic affect on how we conduct business and that this enabling technology can be used, along with good fundamental business practices, to help change the way we do business and promote success.

I get frustrated when I look around and see a lot of websites which have poor business process and are not customer focussed, sites which confuse, mislead and generally leave you guessing, or lost in a corner. This leads to the concept - "let me do something", a focus on taking the visitor through a process which informs, educates and sells, while enabling them to always make the next step without guessing - able to contact someone, request information, or complete a transaction.

Another favourite saying I have is "It's not rocket science" - Keep it simple - the internet and how it applies to business might seem "high tech", but it is still about good business fundamentals - know your customers and markets then supply good products and services which bring value to them. If used properly to its full potential, the internet allows us to do this in effective ways which can contribute to customer satisfaction and business profitability.

There is an end-to-end process - we call it e2e, from the first customer contact, through the sales process to product service delivery and on to customer care and relationship development, completing the cycle when your customer comes back for more...

This is surely a simple model, but apparently not easy to implement and sustain. There are many reasons for this, complexity added in organisational design and bureaucracy. Convoluted complex processes, lost visibility of the end-to-end process and the ultimate goals.

For me, the answer is simple, back to the drawing board, keep processes simple, make them customer focussed - which means that they deliver what the customer actually wants - not always what you want to give him. Your website must have an objective and it must be integrated to your business process and support your business strategy and growth objectives. Know your markets and listen to your customers, define how your website can deliver value to your operations, to your customers, and ultimately to your bottom line. The outcomes must be visible and measurable and the correct trade-of must be made between costs, profits and customer satisfaction...

Its not too late to join the internet revolution, and I believe passionately in our ability to help you get on board and make your ebusiness a success, so why not contact us today to begin your ebusiness transformation.