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Avanade Work Redesigned (fra IT-Trender, mai 2013)


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Work Redesigned – din nye arbeidsdag …

Work Redesigned – din nye arbeidsdag
Megatrendene mobilitet, nettsky og «social enterprise» innebærer at bedrifter kan transformere måten man arbeider på. For den ansatte betyr det mer fleksibilitet og høyere jobbtilfredshet. For bedriften betyr det økt effektivitet og mulighet for å yte bedre service til sine kunder. Avanade deler inspirerende eksempler fra hvordan de hjelper både norske virksomheter og noen av verdens mest anerkjente selskaper med å utnytte de nye mulighetene som teknologien skaper.

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  • 1. © Copyright 2013 Avanade Inc. All Rights Reserved.The Avanade name and logo are registered trademarks in the US and other countries.Espen Sletteng-Fagerli, CTO Avanade Norwaye.sletteng-fagerli@avanade.com1Work Redesigned
  • 2. © Copyright 2013 Avanade Inc. All Rights Reserved.Work RedesignedWork Redesigned is a vision for enterprises to get workdone in new ways, and change business processes toimprove agility, respond faster to market changes anddelight customers.
  • 3. © Copyright 2013 Avanade Inc. All Rights Reserved. 3Work is changing
  • 4. © Copyright 2013 Avanade Inc. All Rights Reserved.• New set of expectations• Evolving approaches to work• New opportunities4What we’re seeing
  • 5. © Copyright 2013 Avanade Inc. All Rights Reserved. 9Work RedesignedWhat the modern enterprise looks likeCOLLABORATIVEAND MOBILEENGAGINGEXPERIENCESFLEXIBLEPROCESSESCUSTOMERCENTRIC
  • 6. © Copyright 2013 Avanade Inc. All Rights Reserved.Enterprises are collaborative, mobile6• Virtual and interactive• Accessible fromanywhere• Easily searched,consumed, sharedFaster, fluid, more productive exchanges and results.
  • 7. © Copyright 2013 Avanade Inc. All Rights Reserved.US pharmacy wants to transform traditionalpaper-based, manual prescription hospital services7Business situation• One of largest U.S. drugstore chains• Increasing frequency of bedside patient consults driving costs upwards• Desire to increase customer loyalty and cross-sell home prescription delivery and home care• Security is critical given exposure to health care records
  • 8. © Copyright 2013 Avanade Inc. All Rights Reserved. 15Sarah, an Rx Technician, fillspatient prescriptions at theirbedside, and helps patientsget answers to their drugquestions.Beth, a pharmacist, helpspatients understand theirmedications via live video.US pharmacy improves the service experience withcollaborative mobile bedside prescription deliveryJohn, a patient, leavesthe hospital with all theprescriptions and informationhe needs for care at home.Mary, an executive,can increase customerloyalty, and cross sell whilereducing costs through moreefficient use of resources.How does it work? Avanade is delivering…• Windows 8 app for capturing prescription and patient information• Lync video conferencing enables bedside pharmacist consult• Simple, intuitive interface that’s easy to use.
  • 9. © Copyright 2013 Avanade Inc. All Rights Reserved.Supported by flexiblebusiness processes9• Adaptableand digitized• Automated andself-served• Personalizedand continuousAccelerate the pace of work and build a foundation for growth.
  • 10. © Copyright 2013 Avanade Inc. All Rights Reserved.Spanish bank replaces paper workflows with mobile-enabled, flexible processes to advance its vision10Business situation• One of the largest banks in Spain• Wanted to advance a vision to become the bank of the future• Sees technology as integral to innovating its business
  • 11. © Copyright 2013 Avanade Inc. All Rights Reserved. 11Employees collaborating on loanapprovals can review transactions,comment and document decisionsin-person, in-real time, speedingup the approval process.Spanish bank replaces paper workflows with mobile-enabled, flexible processes to advance its visionDaniela, a branch financial advisor,can have more productiveconversations with customers.Ricardo, an executive, can advancebank goal of green IT through digitizedworkflows, while enabling greatertransparency and collaboration.How does it work? Avanade is delivering…• Windows 8 tablets for branch financial advisors to use for sales conversations• Embedded tablets in bank meeting rooms to support greater collaboration, digitization of paper workflows• Back end systems integration, enabling headquarter employees to do work on touch-screen Windows 8 tablets
  • 12. © Copyright 2013 Avanade Inc. All Rights Reserved.Avanade is building aDynamics AX Point of Saleapplication that connects withWindows Phone and a cardreader. Cross platformprototypes of iOS andAndroid. The mobile devicesalso enable Delta to pushreal-time communications toflight staff.Airline needed to modernizeand enable 21,000 flightattendants globally tomanage, sell and track on-board sales to customers.The solution provides flightattendants with a feature-richdevice that better enablesthem to perform their jobs,enables delta to reduce creditcard loss, and allowscustomers to purchase alarger variety of serviceswhile in flight.Instantlyverifiabletransactions,more salesFlexible,mobile appEnabling real-time in-flightPOS solutionGlobal airline redesigned in-flightbusiness processesIn-flight POS and mobile collaboration: Redesigned in-flight business processes for apersonalized customer experience while equipping crew with real-time access to airlinedata and communications.
  • 13. © Copyright 2013 Avanade Inc. All Rights Reserved. 13
  • 14. © Copyright 2013 Avanade Inc. All Rights Reserved. 14They offer engaging experiences• Multiple ways to engage• Useful, usable andbeautiful experiences• Personalized contentTailored interactions to improve satisfaction, productivity.
  • 15. © Copyright 2013 Avanade Inc. All Rights Reserved.Large food retailer seeks to improve onlineshopping experience ahead of planned expansion15Business situation• Wants to improve process for fulfilling online orders from customers• Current process is time consuming and has a high error rate, frustrating customers• Saw an opportunity to speed up order fulfillment while also minimizing errors, leading to increasedcustomer satisfaction.
  • 16. © Copyright 2013 Avanade Inc. All Rights Reserved.16Mobile-enabled order fulfillment helps large foodretailer improve service quality and lower costsEmily, an executive, can ensurecustomers are completely happy, whileminimizing costs from incorrect orders,and more efficient use of resources.Simon, an online fulfillment worker,can fill customer orders faster and moreaccurately, easily locating and matchingthe right products for the right order.How does it work? Avanade is delivering…• Embedded Windows 8 slate within each fulfillment shopping cart• App that offers detailed product information, location, visual, and more,plus and visuals to quickly match items to specific ordersJanet, an online customer, gets herorder delivered exactly right, on time.She is happy with the services andwilling to shop online again.
  • 17. © Copyright 2013 Avanade Inc. All Rights Reserved.And are customer centric13• Continuous monitoring ofcustomer trends• Adapt to stay in-tune withcustomer values, needs• Open dialogue channelsAlign products and services to customer value
  • 18. © Copyright 2013 Avanade Inc. All Rights Reserved.© Copyright 2013 Avanade Inc. All Rights Reserved.How to get started?18Approaches to Work Redesigned
  • 19. © Copyright 2013 Avanade Inc. All Rights Reserved.• Start small• Involve cross-sectionof your people• Enable quick wins, andbuild from thereHow to begin the journey to Work Redesigned• Storyboard ideas• Test with proof-of-concepts,short pilots• Refine and expandProof-of-concept with 1 store, 1 user group, or 1 plane
  • 20. © Copyright 2013 Avanade Inc. All Rights Reserved. 20Work Redesigned
  • 21. © Copyright 2013 Avanade Inc. All Rights Reserved.Mobile customers create theexact vehicle and optionsthey want with a rich virtualinterior and exteriorexperience, customizing theirdesired model with featureslike paint, wheels and trim.Bring a high touch showroomexperience to the mobileconsumer. Enable mobilecustomers to access anapplication to customizevehicles from anywhere andon any device.Allows dealership sales forceto increase its up-sellopportunities, providepremier customer serviceand improve deal closurerates in a complex salescycle.IncreasedsalesopportunitiesPersonalized,high-touchengagementEnhancing thecustomerexperienceMobile automotive configurator: Designed a better way to engage customers off theshowroom floor with a mobile, smart car configuration tool.Automobile manufacturer configurator
  • 22. © Copyright 2013 Avanade Inc. All Rights Reserved.Processes of focusSales and field forceenablement.Order fulfillment anddistribution.Distributed teaming.Process automation andcompliance22