IT@Intel: Introducing IT on the Go
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IT@Intel: Introducing IT on the Go

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Intel IT wanted to better serve Intel employees by improving the way we provided PC peripherals. We wanted a more accessible and, ideally, self-service method. ...

Intel IT wanted to better serve Intel employees by improving the way we provided PC peripherals. We wanted a more accessible and, ideally, self-service method.
We created IT on the GO, a vending machine with consigned inventory that enables employees to get a variety of PC peripherals in less than a minute, any time of the day.

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IT@Intel: Introducing IT on the Go IT@Intel: Introducing IT on the Go Presentation Transcript

  • Introducing IT on the GO: An Automated IT Vending Machine September 2014 Catalin Baicu, Transformation Program Manager, Intel IT
  • 2 Legal Notices This presentation is for informational purposes only. INTEL MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Intel, the Intel logo, Intel Core, and Intel vPro are trademarks of Intel Corporation in the U.S. and/or other countries. * Other names and brands may be claimed as the property of others. Copyright © 2014 Intel Corporation. All rights reserved.
  • 3 Overview of our Support Services Our employees can choose from a variety of IT support methods, including web, phone, videoconferencing, and staffed onsite IT Service Centers. We continually look for new ways to increase our support and enable employees to be more productive and increase their job satisfaction. Our onsite IT Service Centers provide a variety of PC peripherals, such as laptop batteries, power cords, headsets, flash drives, keyboards, docking stations, and video cable adapters. We wanted to simplify the process and transform the user experience of obtaining PC peripherals using a more accessible and, ideally, self-service method. Copyright © 2014 Intel Corporation. All rights reserved. Intel is a large global company, with over 90,000 employees in 164 sites, spread across 63 countries. View slide
  • 4 Background In the past, we used a traditional method to store and maintain the inventory of PC peripherals, such as laptop batteries and power cords. Most of the necessary communication and procedures, such as ordering, maintaining inventory records, and billing, were done separately through email, and data was maintained on discrete software files. Also, employees who needed an item after the IT Service Center closed had to wait until it opened the next day to obtain it. Copyright © 2014 Intel Corporation. All rights reserved. Buy a large quantity of inventory and deliver it to a warehouse. Then transfer items to various IT Service Centers for storage until an Intel employee requests and buys an item. While this system worked, we felt improvements could be made to both the process and the user experience. View slide
  • The Challenge 5
  • A Two-Fold Challenge We wanted to provide a better user experience for our employees by improving the way we provided PC peripherals. We wanted to reduce the total cost of ownership, including costs associated with the budget that was allocated to buy IT peripherals, inventory, storage, provisioning (how we offer items to the customers), inventory tracking, and time management. 6 Copyright © 2014 Intel Corporation. All rights reserved.
  • 7 What We Did: IT on the GO We used possibility thinking to focus on the HOW instead of the WHY NOT. We first focused on integrating and synchronizing the entire supply chain that supported PC peripherals. • We examined every step and identified solutions to increase efficiency and mitigate risks. • We analyzed specific requirements for privacy and information security, branding, inventory, supplier capabilities, and hardware and software alternatives, as well as the ability to refill, track, and report use of PC peripherals. Copyright © 2014 Intel Corporation. All rights reserved. We created IT on the GO, a vending machine with consigned inventory that enables employees to get a variety of PC peripherals in less than a minute, any time of the day.
  • Conducting Our Pilot 8
  • 9 The Pilot We first conducted a 6-month pilot with 2 vending machines: They were the same type of machine but each offered different products. Next, we decided to double the inventory we offered to provide more choices. Results were consistently positive. • Over 95% customer satisfaction regarding features and ease-of-use • 96% of customers agreed the concept should expend worldwide • 96% of the customers would return to use the vending machine again Copyright © 2014 Intel Corporation. All rights reserved.
  • 10 Current Environment Based on the success of the pilot, we then deployed 27 sets of machines (one set consisted of 1 master machine and 1 storage machine) across the US and 15 sets across Latin America, Asia, Europe and Israel. We also increased the number of products we offered. Our current set offers 43 products, which is 87% more than what we offered in the pilot. We felt that this amount of product would offer our employees significant choice. Copyright © 2014 Intel Corporation. All rights reserved.
  • 11 What We Deployed The new model is a multi-dimensional integration of a vending machine and a next-generation digital signage solution: • It effectively uses a high-performance platform based on Intel® architecture (genuine Intel® Desktop Board and Intel® Core™ i5 vPro™ processor). • It can be managed remotely using Intel® Active Management Technology (Intel® AMT), a feature of Intel® vPro™ technology. • We use consigned inventory, where the suppliers order, manage, store, and carry the inventory until the PC peripheral is sold to an Intel employee. Copyright © 2014 Intel Corporation. All rights reserved. The new model is a multi-dimensional vending machine that can be managed remotely using Intel® AMT, using consigned inventory from the supplier.
  • 12 Technology – Intel® Active Management Technology (Intel® AMT) Our model uses Intel® Active Management Technology (Intel® AMT), a feature of Intel® vPro™ technology, to ensure that the various operations performed from the control center work reliably. Intel® AMT is an advanced technology for operation and management that can perform operations such as power management, console operations, and solid-state drive access independently of the state of the OS. Having the ability to diagnose issues remotely minimizes the need to send repair teams to the vending machines, reducing operational and maintenance costs. This approach can be expected to increase the use of the vending machines. Copyright © 2014 Intel Corporation. All rights reserved.
  • 13 Technology – Intel® Audience Impressions Metrics Suite (Intel® AIM Suite) Our IT on the GO vending machines are equipped to use Intel AIM Suite, which would allow them to collect and provide objective, quantitative measurement and analysis of what our users are viewing and doing with the vending machines. If enabled, Intel AIM Suite is a powerful tool that can use anonymous sensors and highly sophisticated computer algorithms to accurately count the potential and actual audiences for visual messages and merchandising. It can also profile viewers by variables as broad as gender and age range, to as specific as viewing times and durations. For our purposes with the IT on the Go vending machines within Intel, we’ve chosen to not enable this technology at this time. To see how another business uses Intel® AIM suite, read the article here. Learn more here: Intel AIM Suite Copyright © 2014 Intel Corporation. All rights reserved.
  • 14 How Does It Work? • There is a large LCD touch screen mounted on the front panel of the vending machine. • The screen displays a menu of the available products along with advertising and other content using 2D or 3D images. • The ability of the LCD screen to display advertisements using high-quality HD video or Flash*-powered rich media makes it a powerful draw for the attention of passersby's. • Employees can get the desired item by simply swiping their badge. • Their department is systematically charged, and their manager is promptly notified through email of the purchase and the cost. Copyright © 2014 Intel Corporation. All rights reserved. * Other names and brands may be claimed as the property of others. Watch the video for a demonstration.
  • 15 Improving the Communication Chain • Our solution uses consigned inventory, and we are able to share related information with our extended supply chain at a revolutionary pace. We found that the key is to eliminate the delays inherent in traditional electronic data interchange (EDI). • The traditional way to communicate information through a supply chain involves the use of electronic data, coupled with a phone or fax, or email communications. For our model to be successful, we needed to eliminate those delays. • We combined EDI with web-based inventory visibility applications that gave our suppliers 100-percent electronic connectivity with their trading partners. This enabled near real-time collaboration and communication within the supply chain. • Our new method makes inventory information available to everyone in the supply chain simultaneously. Copyright © 2014 Intel Corporation. All rights reserved.
  • Benefits Improved User Experience Our employees can now get IT PC peripherals, such as laptop batteries, in less than a minute, any time of the day. Convenient locations that are accessible 24/7/365, with no need for purchase orders are driving higher employee satisfaction and improved productivity. Based on surveys and feedback, customers are reporting over 95% satisfaction with this service. Avoid Out-of-Stock Situations When inventory is running low, telemetry is used to send an electronic alert to the person or third-party responsible for restocking the vending machine. This process minimizes out-of-stock situations and reduces the time needed to refill the machine. In addition, telemetry enables the vending machine that is out of an item to inform the potential customer if a nearby machine has stock on-hand. 16 Copyright © 2014 Intel Corporation. All rights reserved.
  • Benefits Reduce Support Costs We have replaced traditional supervised supply stations with ongoing inventory carrying costs. By using the automated vending machines with consigned inventory, we saved approximately 12.9K hours per year and reduced the number of steps in the ordering process from 42 to 4. Centralized Management Multiple machines installed at locations around the world can be managed from one central location using WiMAX*, 3G, or other data communications technology to connect them to the Internet. This centralized management covers a variety of areas including operation of the products details, digital signage function, and collecting audience data (when appropriate) on those who view the advertising or purchase products. 17 Copyright © 2014 Intel Corporation. All rights reserved. * Other names and brands may be claimed as the property of others.
  • 18 Future Plans Based on the data from our current environment and 42 machines deployed worldwide, we are moving ahead with our IT on the GO model. Due to the benefits and streamlined supply chain process, we plan to implement the IT on the GO concept across remaining Intel campuses. We are also investigating the possibility of using an IT on the GO vending machine to deliver PCs. Copyright © 2014 Intel Corporation. All rights reserved. Currently we have 42 IT on the GO machine sets deployed. Our goal is to deploy additional sets across campuses worldwide.
  • 19 Read More Intel Free Press Tech News Touchscreen Vending Machines Extend IT Services Tech Workers Help Themselves with Self-Service IT Copyright © 2014 Intel Corporation. All rights reserved.
  • Learn more about Intel IT’s initiatives at www.intel.com/IT Assessment Tools CIO and IT Perspective IT Papers IT-to-IT Community Sharing Intel IT Best Practices with the World IT@Intel: Learn More
  • Thank You