The transformation of leadership


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The Transformation of Leadership. Presentation in Work. Publishing date: November 2013

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The transformation of leadership

  1. 1. Tomorrowland of Leadership How Today´s Healthcare Leaders are Increasing tomorrows Customer Satisfaction and Companies Value by Smarter Integrated Cognitive Solutions (SICS) Business & Technology Leadership in Healthcare supported by IBM Watson Friedel Jonker, IBM Software Client Leader, December 2013 © 2013 International Business Machines Corporation
  2. 2. Focus on Data Build Cognitive Services Adopt Cognitive Centric Models © 2013 International Business Machines Corporation
  3. 3. IBM Watson ushers in a new era of computing . . . System Intelligence Cognitive Programmatic Tabulation Punch cards Time card readers 1900 Search Deterministic Enterprise data Machine language Simple outputs 1950 Discovery Probabilistic Big Data Natural language Intelligent options 1 2011 . . .enabling new opportunities on an Business & Technology optimized architecture. © 2013 International Business Machines Corporation
  4. 4. A look behind the scenes at the ultimate in compute intensive Cognitive Big Data architecture System Specifications IBM Portfolio Category 2880 Processing Cores Content Analytics 90 IBM Power Systems 750 Servers Business Analytics 16 Terabytes Memory (RAM) – 20TB Disk Big Data 80 Teraflops (80 trillion operations per second) Databases & Data Warehouses Workload Optimized Systems In the past 5 years IBM has spent over $14B in analytical acquisitions and $6B in R&D annually © 2013 International Business Machines Corporation
  5. 5. New !!! IBM Watson Engagement Advisor What it does: How it does it: Transforms client engagement by knowing, engaging and empowering clients where they are Answers questions and guides users through processes with plain-English dialogue Develops client relationships by reaching out to clients who do not leverage traditional channels Leverages natural language to interact with users and build knowledge and expertise Empowers consumers and contact center agents to take informed action with confidence Utilizes evidence evaluation and learning to provide informed and effective responses to users © 2013 International Business Machines Corporation
  6. 6. IBM Watson Engagement Advisor deployment cycle Upload content & add Q&A pairs Ready • Identify content • Develop Q&A training set Add content and Q&A pairs Configure • Configure & adapt for use cases • Validate UX Teach • Auto. ingest documents (PDF, HTML, etc.) Migrate pilot instance to production. Full production Q&A pairs Pilot • Test & evaluate Run Extend • Utilize Watson in production • Expand corpus • Utilize Watson in new domains IT Developer Executive SME Automated content ingestion tools IT Developer Toolkit allows building custom UIs SME Q&A pairs used for training & improved accuracy IT Developer Activity Monitoring Tools assess results and provide recommendations End User WCEA End User UI SME Tight integration with existing infrastructure or stand alone offering Configure / Deploy Cycle = 6 Weeks target © 2013 International Business Machines Corporation
  7. 7. The transformation of Leadership in Healthcare has just begun… Unnecessary procedures Health Unsustainable costs Plans Inconsistent prices Aging Populations Healthcare Reform Population Management Regulation Accountable Care Individual Disease complexity Care Providers Highly targeted therapies Shortage of MDs © 2013 International Business Machines Corporation
  8. 8. Rich data and advanced technologies are the fuel… 90% of the world’s data was generated in the last two years 80% New and numerous data sources EHRs, Labs, Genetic Biomarkers, BioMonitoring, New Targeted Therapies, Claim History, Family Histories, Patient Preferences New platforms Collaborative and mobile technology platforms facilitate a holistic view of the individual and enable new ways to coordinate care delivery of the data is in an unstructured form 31.7% expected CAGR in the big data marketplace* Analytics innovations Advanced analytics like IBM Watson apply reasoning, and complement tools that surface patterns and anomalies Evidence-Based, Precision, Personalized, Patient-Centered Medicine *IDC Worldwide Big Data Technology and Services 2012-2016 Forecast, December 2012 © 2013 International Business Machines Corporation
  9. 9. The pace of “Big Data” is accelerating… 1 Billion $500 Billion 4X projected health-related apps downloaded a year by 2016 avoidable annual costs by improving medicine adherence people over 60 unable to care for themselves by 2050 IBM Global Technology Outlook - 2012 © 2013 International Business Machines Corporation
  10. 10. The future will look very different… Health Plans Accountable Care Providers Cognitive Medical Decision Support Tools Care Providers EHRs, Labs, Genetic Biomarkers, Bio-Monitoring, New Targeted Therapies, Claim History, Family Histories, Patient Preferences, Clinical Trials, Drug Disclaimers, Medical Evidence © 2013 International Business Machines Corporation
  11. 11. The volume is overwhelming and the language is complex Diseases Medications Symptoms Modifiers © 2013 International Business Machines Corporation
  12. 12. IBM Watson can help address the challenges of healthcare 1 Understands natural language, including medical guidelines, publications and clinical notes Generates and 2 evidence-basedevaluates hypotheses to improve patient care 3 Adapts and learns from interactions and outcomes © 2013 International Business Machines Corporation
  13. 13. Watson is a massively parallel system Learned Models help combine and weigh the Evidence Evidence Sources Inquiry Primary Search Inquiry/Topic Analysis Answer Scoring Evidence Retrieval Candidate Answer Generation Inquiry Decomposition Hypothesis Generation Hypothesis Generation Models Deep Evidence Scoring Hypothesis and Evidence Scoring Hypothesis and Evidence Scoring Synthesis Models Models Models Models Answer Sources Models Final Confidence Merging & Ranking Responses with Confidence © 2013 International Business Machines Corporation
  14. 14. Watson is trained to understand, discover and learn Learned Models help combine and weigh the Evidence “Ingest” relevant data across a Evidence broad domainSources to create a repository Inquiry Answer Sources Understand an Primary ambiguous Search English language inquiry Answer Scoring Candidate Answer Generation (e.g. Patient Case) Inquiry/Topic Analysis Evidence Retrieval Models Models Train and Adapt Models through Models Machine Models Learning Models Deep Evidence Scoring Find evidence to support responses Inquiry Decomposition Hypothesis Generation Hypothesis and Evidence Scoring Generate potentially relevant responses (e.g. Treatments) Hypothesis Generation Synthesis Final Confidence Merging & Ranking Rank responses with “confidence” factors Hypothesis and Evidence Scoring Responses with Confidence © 2013 International Business Machines Corporation
  15. 15. Training Watson for Healthcare Health and Wellness Clinical Treatment Options Guidelines and Policies Medical Terminology Watson first needed to learn basic medical terminology Watson is taught how to adjudicate medical requests subject to policies and guidelines Watson begins to learn how to understand a patient case and identify candidate treatment options and relevant supporting evidence Watson will broaden its base of medical knowledge and deepen its understanding of data relevant to patient health © 2013 International Business Machines Corporation
  16. 16. Initial Watson for Healthcare Solutions IBM Watson Case Advisor – Beta Provides deep patient case insights and key details IBM Watson Expert Advisor WellPoint Interactive Care Insights (for Oncology) IBM Watson Care Advisor – TBD Scientists Clinicians Patients Assist with identification, investigation and validation of new therapies Assist in identifying individualized treatment options for patients Assist in post procedure and on-going care Accelerate Research and Insights Improve Diagnosis and Treatments Enhance Coordination of Care and Outcomes WellPoint Interactive Care Guide and Care Reviewer Streamlines authorization of procedures and ensures adherence to care guidelines © 2013 International Business Machines Corporation
  17. 17. The Watson for Healthcare Ecosystem Governments Home health agencies Education Physicians, nurses and practitioners Social programs Hospitals NGOs Public health Therapists Individual Health plans Medical devices and diagnostics Biopharmaceuticals Family Employers © 2013 International Business Machines Corporation
  18. 18. Watson enables three classes of cognitive services Ask • Absorb and leverage incredibly vast amounts of data • Ask nuanced questions for greater insights • Understand questions in our natural language Discover • Find deep rationale for given answers • Request additional information to improve responses • Move from basic search to Discovery Decide • Ingest and analyze domain sources • Generate evidence-based decisions with confidence • Learn with each new action and outcome © 2013 International Business Machines Corporation
  19. 19. The future of healthcare will be different Baby boomers retire daily Mobile devices world-wide; 1B+ of them smartphones Active Facebook, Twitter, and YouTube accounts “It’s too hard” Intolerance of mass-market, impersonalized approaches % top performers integrating analytics for better insights “You don’t know me” Need the right information in the right place at the right time “You’re not connecting with me” Social / mobile replacing PC/web for quick, easy answers but 75% of self-service fails © 2013 International Business Machines Corporation
  20. 20. Innovative Business & Technology Leaders are Driving the Next Level of Customer Engagement with Cognitive Computing 3 Takeaways 1. Customer expectations about engagement are changing dramatically 2. IBM Watson enables transformational engagement 3. Innovators are leveraging this disruptive technology now © 2013 International Business Machines Corporation
  21. 21. @ibmwatson © 2013 International Business Machines Corporation
  22. 22. IBM Software Group, Friedel Jonker, Software Client Leader Retail & Consumer Products Career History and Education 2008- today IBM, SCL Retail & CP, Germany, Business Development Manager IBM & SugarCRM, SCL Travel & Transport, Business Development Manager Analytics & PM, Managing Consultant CRM & BI 1994- 2008 Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and Program Director 1990- 1994 Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA 1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing 1988- 1989 Infas, Germany, LOCAL-Direct Project manager for SRPM with Location Intelligence (LI) 1982- 1988 University of Münster, Master of Business Management in Marketing & Statistics Languages and Profile German, English (fluent). CRM, BI/LI Strategy Leader IBM GBS Germany. Winner of the Sales Excellence Award 2005 from the University of St. Gallen and Handelsblatt. Broad experience in Planning and Implementing value based CRM & BI/LI Strategy, Processes, Architecture and Systems. Member of the MIT, Member of the Sales Executive Councile and member of Marketing Alumni, University of Münster, Germany © 2013 International Business Machines Corporation
  23. 23. Summer Session 2013 related information More on: © 2013 International Business Machines Corporation
  24. 24. References–Literature and Presentations 1994-2013 Database Marketing (1994-2000) • Neue Informationsqualität für das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994 • Leadership durch Informations- und Lernsysteme, in: Know-how, Schumann Unternehmensberatung AG, April 1996 • Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V. CRM (2001-2007) • Von Database Marketing zum CRM, in: Computerwoche, 19/2001 • Mit intelligentem Database Marketing und CRM zu überdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin • Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003 • McKinsey, Handbuch StrategischensManagements, Kapitel 3, Innovation und Wachstum, Wachstum durch innovative Produkte, Gabler 2003 • Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Februar 2003 • Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff • CRM und Sales -2 Seiten einer erfolgreichen Verbindung, im Beratungsbrief von , 23.03.2005 • Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle Customer Snapshot Juli 2006 • CRM als strategisches Element der wertorientierte Unternehmensführung der Deutschen Leasing AG -7P Programm für erfolgreiche CRM-Programme – Position_Path_Portfolio_Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007 • Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007 Multichannel Customer Management (2008-2010) • Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008 • Business Intelligence und Performance Management in der Finanzverwaltung, IT & Business Messe Stuttgart, October 2009 , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes • Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand , 16.11.2009 Integrated Realtime Corporate Management (2010-2011) • Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010 • Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010 • Integrierte Echtzeit Unternehmenssteuerung –IBM Synergy Play, SAP-DSAG Nürnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut für BI Stuttgart, Dezember 2010 Social Business, Social CRM and Cloud (2011-2012) • Die Rolle von Analytics für Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011 • SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012 • Social Collaboration and Social CRM in the Secure Cloud today, bwcon: Dialog @IBM 2012, Ehningen, April 2012 Retail & Consumer Products (2013) • IBM Future of Retail & Consumer Products 2013, Frankfurt, Barcelona, Geneva, March 2013 • IBM Social Business Strategy 2013, Frankfurt, March 2013 © 2013 International Business Machines Corporation
  25. 25. Friedel Jonker Dipl.-Kaufmann Software Client Leader Retail & CP IBM Software Group Wilhelm-Fay-Strasse 30-34 D-65936 Frankfurt Phone (+49)-69-6645-1227 Fax (+49)-69-6645-5640 Mobile (+49)-160-9638657 More information from IBM and me. Look at Xing, Linkedin, Youtube, Twitter, Scribd, Slideshare, Lotus Greenhouse and Pinterest. Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.), Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD) Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), David Croslin, Rawn Shah (IBM), Sandy Carter (IBM) and other leading Thinkers and Practitioners have already done it. Business is People ☺ Selection of Companies on my Networks: 3M, Agfa Healthcare, Amadeus, American Express, Ameriprise, Booz & Company, Capgemini, Citigroup, Daimler, Deutsche Bank, Deutsche Telekom, Deloitte & Touchee, EDEKA, Ernst & Young, IBM, IMS Health, Kaufland, Kaisers, LIDL, Lufthansa, McKinsey, Nestle, Nokia, OBI, O2, P&C, REWE, Samsung, Sears, Siemens, Swisscard, Tengelmann, Thomas Cook, TUI, Vodafone, Volkswagen and more. ☺ © 2013 International Business Machines Corporation
  26. 26. IBM has a rich portfolio of capabilities to help you to drive your client value and your business value Need Engage customers, citizens and employees as individuals Capabilities Commerce Enterprise Content Management Enterprise Marketing Management Need Capabilities Speed delivery of new products and services Application Infrastructure Business Process Management Procurement Connectivity, Integration and Service-Oriented Architecture Smarter City Operations Application Lifecycle Management Social Collaboration Product and Systems Development Talent and Workforce Management Enterprise Modernization Unified Communications Expert Integrated Systems Web Experience Capitalize on big data to know and act Big Data Business Analytics Data Management Use cloud to drive strategic change Asset and Facilities Management Cloud and IT Optimization Enterprise Endpoint Management Data Warehousing Information Integration and Governance Engage anyone, anytime, anywhere Mobile Development and Connectivity Mobile Insights and Analytics Mobile Management and Security Protect the brand and future Application Security Data Protection Identity and Access Management Infrastructure Protection Security Intelligence and Compliance Analytics © 2013 International Business Machines Corporation
  27. 27. IBM Integrated Software Solutions Portfolio Software Solutions Group Business Analytics Social Business Industry Solutions Commerce Enterprise Content Management Portal Commerce Enterp. Marketing Man. © 2013 International Business Machines Corporation
  28. 28. IBM Investments to drive Customers & Clients Value 2012 • $16B+ in 30+ Acquisitions Since 2005 Compensation & Sales Performance Management Supply Chain Optimization • 10,000+ Technical Professionals • 7,500+ Dedicated Consultants Price & Promotion Optimization • Largest Math Department in Private Industry Advanced Security Analytics Risk and Regulatory Analytics • 27,000+ Business Partner Certifications Social Analytics/Consumer Insight • 8 Analytics Solutions Centers Workload Optimized Systems • Optimized hardware and software offerings Advanced Case Management • 100 analytics-based research assets; almost 300 researchers Content Analytics Decision Management Stream Computing Pervasive Content pureScale pureXML Deep Compression Developer Productivity Autonomic Operations 2005 © 2013 International Business Machines Corporation
  29. 29. New IBM Acquisitions complement and enhance our ability to deliver value to clients Turn information into insights Financial risk management Information Optimization Financial governance Governance, compliance, risk management Master data management Sales Performance Mgmt. Data and document capture Deepen engagement with customers, partners, and employees B2B integration, Web analyticsCloud-based analytics Deliver enterprise mobility Mobile computing platform Enable agile business processes and applications Business Need Social enterprise Threat management Procurement and analytics sourcing Enterprise marketing management Cust. Experience Mgmt. Optimize business infrastructures Data warehouse appliances BPM for LOB Enterprise asset management Accelerate product and service innovation Cloud integration Network automation Endpoint management Software testing for complex systems Manage risk, security, and compliance *acquisitions since 2010 Security intelligence © 2013 International Business Machines Corporation
  30. 30. Recent IBM acquisitions help to Engage customers, citizens and employees as individuals. Business is People ☺ Commerce Selling, order mgmt, supply chain mgmt | 2010 Data & document capture | 2010 Big Data mining for improved information economics | 2013 Enterprise Content Management Document image viewing | 2013 Legal & information governance | 2010 Enterprise Marketing Management Procurement Social Collaboration Smarter City Operations Talent and Workforce Management Pricing, promotion and product mix optimization | 2012 Web analytics | 2008 Customer Experience Management | 2012 Enterprise marketing mgt. | 2010 Procurement and contract management | 2012 Small business server solutions | 2008 Intelligence analytics 2011 Hosted, multilingual e-mail service | 2009 Social enterprise management | 2011 Talent and Workforce Management | 2012 © 2013 International Business Machines Corporation
  31. 31. And IBM Mobility Apps for Social Business, Commerce and Business Intelligence & Analytics makes you independent from your workplace More: © 2013 International Business Machines Corporation