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Cisco Systems Case Study: EA Foundation Delivers Mobile Service Value

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Enterprise Architectures Conference, New Orleans, 28 Mar 2007 presentation.

Enterprise Architectures Conference, New Orleans, 28 Mar 2007 presentation.

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  • 1. Cisco Systems Case Study: EA Foundation Delivers Mobile Service Value Susan Bouchard
  • 2. Agenda
    • Cisco Mobile Services
    • EA Foundation for Mobile Services
    • Mobile Service Value
    • Summary
    • Q and A
  • 3. Cisco Mobile Services
  • 4. The Other Guys Largest U.S. Foodservice Distributor
  • 5. Cisco Systems: Worldwide Leader in Networking for the Internet Cisco Products Power the Internet Cisco Runs Its Business on the Internet
  • 6. Cisco Mobile Services Pricing Cisco Directory Mobile Mail
  • 7. Over 54,000 Cisco Employees 67 Countries 127 Carriers US/Canada – 60% Europe – 22% APAC – 11% Emerging Markets – 7% 14,000+ Mobile Mail Users, 8,000+ of those in Sales Source: Mobilization Program and Mobility Operations—Metrics and Progress Reports, December 2006
  • 8. Mobile Sales Information Services (MSIS)
    • Enable targeted set of Sales applications on smartphones in order to increase Sales productivity, mobile effectiveness and increase customer intimacy , resulting in potential Sales growth
    • Define a “ Sales mobile architecture blueprint ” to enable development of future Sales applications
    • The architecture will be in congruence with the enterprise mobile strategy driven by Enterprise Architecture team
    Objectives Source: Mobility Summit—WWSP Update, October 2005
  • 9. EA Foundation for Mobile Services
  • 10. Enterprise Architecture Architecture Planning Infrastructure Planning Gap Analysis Migration Planning Technology Assessment Enterprise Architecture Provide the Technology Roadmap for the Enterprise Adapted from Paras, G. & Buchanan, R. Chair Address: Enterprise Architecture is Growing Up. In Proc. Enterprise Architectures Conference (Phoenix, AZ Nov 2003), 11.
  • 11. Mobile Sales Information Services (MSIS) Phase 1 Roadmap Architecture Track Requirements Track Technology Assessment Concept Commit Execute Commit Kick Off MSIS Pilot and Phase 1 Go Live Publish Architecture Blueprint Design Proof of Concept Plan Architecture – Short- and Midterm Technology Track Application Track © 2006 Cisco Systems, Inc. All rights reserved. Cisco Case Study Source: Mobility Summit—WWSP Update, October 2005 Q3 FY’06 Q4 FY’06 Q2 FY’06 Q1 FY’06 Q4 FY’05 Voice of Customer Analysis Development and Testing Develop Architecture Blueprint
  • 12. Technology Assessment Wireless Protocols HTTP WAP SMS MMS i-Mode VoiceXML .Net Speech IVR Applications Security Source: Mobility Summit—WWSP Update, October 2005 Mobile Databases Wireless Networks Wireless Middleware Devices and Platforms Application Development
  • 13. Infrastructure/Architecture Planning End-to-end Encryption HTTP UDP Secured Transport Layer WAN and Wi-Fi Networks Good Security Operations Center Handhelds with GoodAccess Positive Acknowledgement Architecture Source: Mobility Summit—WWSP Update, October 2005 Intranet CCI DB Firewall
  • 14. Migration Planning Interim Device Next Generation Handheld Pilot Device Symbian OS Palm OS Palm OS Windows Mobile OS Device A CDMA Device C GSM Device E CDMA Device F GSM Device D CDMA Refresh Device B GSM Source: Mobilization Program and Mobility Operations—Metrics and Progress Reports, December 2006 Mar Apr Q4 FY’07 Q2 FY’08 Q1 FY’08 Feb Jan Dec Nov Oct Q3 FY’07 Q2 FY’07 Q1 FY’07
  • 15. Mobile Sales Information Services (MSIS)
    • Pricing
      • Search for price by product description, number or family
    • Order Status
      • Check status by sales order number, purchase order number or Internet Commerce Network (ICN) number
    • Booking
      • Obtain product and service booking information, based on Sales hierarchy assignment
    • TAC Search
      • View status and history of Technical Assistance Center (TAC) service request
  • 16. Hits to MSIS No of Hits No of Provisioned Users Source: Mobilization Program and Mobility Operations—Metrics and Progress Reports, December 2006 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 March April May June July Aug Sept Oct Nov Dec 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 Bookings TAC Search Order Status Pricing No of Provisioned Users
  • 17. Enterprise Mobile Services
    • Cisco Employee Connection (CEC) Home
      • Access to Cisco employee news
    • Directory
      • Lookup Cisco employee and click-to-dial
    • MapQuest
      • Obtain maps and directions
    • Yahoo Mobile
      • Access Yahoo Mobile services
  • 18. Hits to Enterprise Mobile Services No of Hits No of Provisioned Users 0 5,000 10,000 20,000 25,000 30,000 35,000 40,000 March April May June July Aug Sept Oct Nov Dec 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 Source: Mobilization Program and Mobility Operations—Metrics and Progress Reports, December 2006 15,000 MapQuest Yahoo Mobile Directory CEC Home Page No of Provisioned Users
  • 19. Mobile Service Value
  • 20. MSIS Top 100 Users Source: MSIS Top 100 User Survey Final Results, 5 January 2007 US/Canada Emerging Markets Europe APAC Public Sector Manufacturing Retail Commercial Enterprise Account Manager Regional Manager Associate Account Manager Channel Account Manager Key Account Manager Enterprise Account Manager Territory Account Manager
  • 21. How Often Do You Access MSIS? Daily 61% Every Other Day 18% Once a Week 6% Bi-weekly 15% Source: MSIS Top 100 User Survey Final Results, 5 January 2007
  • 22. Saving How Much Time Per Week? Source: MSIS Top 100 User Survey Final Results, 5 January 2007 > 1 Hour 32% ~ 1 Hour 38% ~ 30 Minutes 9% < 30 Minutes 21%
  • 23. How Do MSIS Make You More Productive? Source: MSIS Top 100 User Survey Final Results, 5 January 2007 Reduces the Amount of Follow-up Work Required at the End of the Day Improves My Work/Life Balance Provides Faster Access to Information vs. Desktop PC Increases Customer Intimacy via Immediate Response to Customer Inquiry Access to Bookings Contributes to Accuracy of Weekly Forecast Calls Decreases Time Spent Chasing Resolution to Customer Support Cases No of Responses
  • 24. What Value Do MSIS Provide to You? “… 1) The ability to take action upon all communications (voicemail, email, text messages), coordinate team activity and respond more intelligently to my customers more quickly while away from my office/laptop.   2) The convenience of having 24/7 communication capabilities with my team and customers with minimal impact on my work/life balance.   3) The confidence that my customers have in the Cisco team knowing that regardless of where we are we have the ability to support their needs…” Source: MSIS Top 100 User Survey Final Results, 5 January 2007 G.T., Enterprise Account Manager Georgia Enterprise
  • 25. Summary
  • 26. Build on EA Foundation Strategy Formulation Environmental Monitoring Value Management Implementation Management Architecture Planning Infrastructure Planning Gap Analysis Risk Management Project Resourcing Project Monitoring Migration Planning Enterprise Strategy and Planning Integrate Business and IT Strategy and Planning Implement Enterprise Transformation through Key Programs/Projects Provide the Technology Roadmap for the Enterprise Technology Assessment Investment Portfolio Enterprise Program Management Enterprise Architecture To create business value Adapted from Paras, G. & Buchanan, R. Chair Address: Enterprise Architecture is Growing Up. In Proc. Enterprise Architectures Conference (Phoenix, AZ Nov 2003), 11.
  • 27. Mobile Service Value
    • Anytime/anywhere access
    • Improved responsiveness
    • Increased customer intimacy
    • Higher customer satisfaction
    • Competitive advantage
    • Work/life balance
  • 28. Lessons Learned
    • Establish an entitlement policy
    • Enforce active password entry
    • Monitor quality of service
    • Focus on usability and productivity
    • Pilot new devices via business and IT
    • Partner with “interested parties”
    • Communicate challenges and success
  • 29. Q and A
  • 30.  

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