Trust and Technology: Case Studies

Trust and Technology: Case Studies

DOI: 10.4018/978-1-61350-353-9.ch011
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Chapter 6 to 8 focused on the trust related issues and the practices with regard to effective deployment and implementation of relevant technologies in order to enhance levels of trust in B2B e-commerce. The analysis presented in these chapters was on aggregate basis. In order to get an insight into the contexts and processes behind the initiatives taken by an organization in this regard, it is necessary to study these issues in the context of specific organization. In view of this objective, two case studies were conducted and the trust related issues and the role of technology in addressing these issues were traced. Though the case studies presented in this chapter differ from each other on a number of accounts, more or less similar structure has been used to organize the information contained in each of them. The purpose is to facilitate comparison between the practices being followed by the two companies under study.
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Case Study Of Indian Farmer’S Fertiliser Co–Operative Limited (Iffco)

IFFCO is one of the largest fertilizer producers in India with an annual turnover of over 4000 million US dollar (approx Rs 17,000 crores) in 2009. With five production plants that produce over 8 million tones of fertilizers per annum and about 700 IFFCO offices spread across the country, the organization is always in need for procuring items like plant spares, IT equipment, instrumentation equipment etc. It is also engaged in service agreements with various vendors for procurement of services related to transportation, material handling, facility management, network management, and maintenance of IT infrastructure. The traditional procurement system earlier followed by IFFCO was slow and could not cope up with the increasing procurement requirements of the organization. In order to streamline the procurement process and minimize delays, an e-procurement system was developed. This B2B e-commerce initiative faced major challenge in the form of lack of trust among the vendors for the new system. The primary objective of this case study is to identify various policies, practices and processes deployed by IFFCO to address the trust related issues with the help of effective deployment and implementation of various technologies.

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