E Business Maturity Model 2.0

E-Business Maturity Model 2.0 “ organizing for the e-future” Gijsbert van der Sleen Principal Consultant Online Customer Management Atos Consulting © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

the social web The web is not just linking information The web is linking people trend 1 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com http://www.youtube.com/watch?v=6gmP4nk0EOE

shift of control prosumers : the consumer as supplier customers as source of information and inspiration customers as participant in product development (co-creation) customers as experts trend 2 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

e-business unplanned e-business initiatives are ad hoc , unplanned and even chaotic . Few processes are defined , and success depends on individual effort essentially, the organization lacks the capability to meet commitments consistently level 1: initial © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

e-business aware basic e-business processes established necessary to repeat earlier successes the focus is on developing the capabilities of the organization, small central e-business group (usually part of marketing), e-business not yet part of planning process level 2: repeatable © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

e-business enabled central e-business strategy and planning process , towards a centralized model (IT and competences) best practices integrated into a common e-business process , deployed across the organization level 3: defined © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

e-business integrated level 4: managed enterprise orientation, e-business part of department plans and review cycle , p+l organized , departmental competence centers (ICT, marketing, etc.) detailed performance measures of the e-business process and applications collected , quantitatively understood and controlled © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

extended enterprise e-business focused on customers needs ( extended enterprise ), part of corporate strategy , towards decentralized e-business model continuous evaluation of e-business improvements enabled by quantitative feedback , piloting innovative ideas and technologies level 5: optimized © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

some key recommendations based on the interviews with E-Business managers held for the ’E-Business Maturity Model 2.0 ’ research several key recommendations have been identified to improve E-Business performance in organizations these recommendations serve as a guideline or checklist to see whether or not you have been doing the right things right! © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

7 key recommendations

integrate e-business goals and objectives on all levels of strategic and operational planning

make ownership of e-business transparent throughout the whole organization

build sponsorship and involvement at senior and operational level

bridge the gap between different units in the organization, specifically marketing and IT

integrate e-business in multi channel strategies

specify the role and location of the e-business competences

continually measure e-business performance and take corrective action where needed

integrate e-business goals and objectives on all levels of strategic and operational planning key recommendation 1 e-business benefits to the strategic direction must be clear and accepted at all levels define and communicate a clear roadmap © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

make ownership of e-business transparent throughout the whole organization clarify e-business governance model and processes , including performance- and cost management responsibilities key recommendation 2 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

build sponsorship and commitment at senior and operational level communicate, communicate , communicate leverage corporate initiatives to demonstrate e-business contribution to success to get budget key recommendation 3 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

bridge the gap between different units in the organization, specifically marketing and IT manage internal and external interfaces to get sufficient resources and support utilize the e-business platform to its full potential key recommendation 4 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

integrate e-business in multi channel strategies understand the value of e-business for your market/target audiences align multi channel strategies involve e-business expertise when channel choices are being made key recommendation 5 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

specify the role and location of the e-business competences overcome the gap between current and required e-business skills and competencies make e-business skills standard part of training key recommendation 6 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

continually measure e-business performance and take corrective action where needed metrics should be defined both on organizational as on multi- channel level (performance and cost) key recommendation 7 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com

For more information: Atos Consulting Online Customer Management Gijsbert van der Sleen Principal Consultant E: [email_address] B: http://the-efuture.blogspot.com L: http:// www.linkedin.com /in/ gvdsleen © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com