E Business Maturity Model 2.0 7 Key Recommendations

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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.

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E Business Maturity Model 2.0 7 Key Recommendations

  1. 1. 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
  2. 2. organizations have been on the road to e-business for quite some time now … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  3. 3. but e-business organization models and research on it, are from just after the start of the internet hype … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  4. 4. the most recent model is from 2001! © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  5. 5. but e-business is never finished ! © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  6. 6. new developments continually arise, causing the maturity model to be adopted … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  7. 7. and we can safely say , that the world has changed considerably since 2001 … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  8. 8. just a few of the trends, which impact the e-business organization … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  9. 9. 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
  10. 10. 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
  11. 11. convergence of media multi channel integration instant messaging location based services trend 3 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  12. 12. decreasing time to market trend 4 online campaigning content management © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  13. 13. full self service automation of customer contact trend 5 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  14. 14. Apparently they are all working for the same customer … transparency trend 6 © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  15. 15. so , if the (online) world is changing dramatically … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  16. 16. how come the e-business maturity models did not change? © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  17. 17. and what do all these changes mean for organizations?? © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  18. 18. in order to assess this the e-business maturity model 2.0 has been developed © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  19. 19. some definitions … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  20. 20. e-business all customer facing business processes using internet technologies (HTML, XML, WAP, SMS, EDI, etc.) © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  21. 21. the e-business maturity model … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  22. 22. is developed to help organizations identify … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  23. 23. where they are … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  24. 24. where they want to be … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  25. 25. and which factors need to be overcome … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  26. 26. to ensure that they get there … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  27. 27. five levels of e-business maturity are identified ... © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  28. 28. based on the standard capability maturity model … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  29. 29. 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
  30. 30. 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
  31. 31. 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
  32. 32. 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
  33. 33. 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
  34. 34. four key areas of the organization are covered … © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  35. 36. combined , this leads to the e-business maturity model © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com +
  36. 37. want to know what it looks like?? © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  37. 38. thought you might! © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  38. 39. 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
  39. 40. 7 key recommendations <ul><li>integrate e-business goals and objectives on all levels of strategic and operational planning </li></ul><ul><li>make ownership of e-business transparent throughout the whole organization </li></ul><ul><li>build sponsorship and involvement at senior and operational level </li></ul><ul><li>bridge the gap between different units in the organization, specifically marketing and IT </li></ul><ul><li>integrate e-business in multi channel strategies </li></ul><ul><li>specify the role and location of the e-business competences </li></ul><ul><li>continually measure e-business performance and take corrective action where needed </li></ul>© 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com
  40. 41. 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
  41. 42. 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
  42. 43. 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
  43. 44. 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
  44. 45. 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
  45. 46. 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
  46. 47. 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
  47. 48. more information? © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com http://the-efuture.blogspot.com
  48. 49. 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

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