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Service Thinking, IBM Prospective-Cases Application
 

Service Thinking, IBM Prospective-Cases Application

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Applying the 6 fundamental service thinking principles to identify growth and innovation opportunities for IBM, through partnerships with prospective companies. Key synergies are identified via the ...

Applying the 6 fundamental service thinking principles to identify growth and innovation opportunities for IBM, through partnerships with prospective companies. Key synergies are identified via the integration of social media platforms and IBM's social software implementation.

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    Service Thinking, IBM Prospective-Cases Application Service Thinking, IBM Prospective-Cases Application Presentation Transcript

    • Global 2000 Innovation- IBM Service Thinking Project Mohamed Temraz Service Thinking Prospective Case Study Applications Jul 29, 2013
    • International Business Machine (IBM) Have Various Offerings Powered By Both Traditional and Social Business Platforms • Global Fortune 2000 Ranking: 20 • $104 Billion in Revenue in 2012 • $20 Billion financing for acquisitions through 2015 * CNN Money * IBM annual Report Products • Wide range of products across different industries • Software, Hardware, Storage, Servers, PCs & others • Products are typically prepackaged and standardized Services Solutions • Business Services, including business strategy & consulting • IT services including cloud, big data and Integration services • Outsourcing, training, fi nancing and other services • Spearheaded by global IBM services • Feature a complete turn-key offering • Can be tailored to corporation size • Standardized or customized to customers’ unique problems • Can be leveraged for social business offerings *Other IBM Initiatives • Smarter Planet • Business Analytics • Growth Markets • Cloud Initiative IBM Global 2000-Service Innovation Project July 29, 2013 Slide 2 of 10
    • Technology Industry Trends Social Business Platforms Social Business Trends Are Transforming The Way Companies Are Doing Business Technology Consolidation IBM Global 2000-Service Innovation Project July 29, 2013 Slide 3 of 10 All/Only Mobile Cloud Big Data Gamification Social Re- engineering Social Networks Service Oriented- Business Model • Personalization & Customization • Fermium & Multi-sided markets • Faster product lifecycle • Faster Access to information • Increased Productivity • Low boundaries • Increased customer engagements • Viral & passive marketing • Outsourced S&HW • Enhanced Security • Collaborative Offerings • Software defined networks • Virtual infrastructure • Flexible design • $10 B Market 2012 • Predictive Modeling • Data Analytics • 62% of Fortune 100 have public app • Easier to monetize • Light infrastructure requirements • Customer Sentiment • Influence product selection • Faster Feedback
    • Selected Companies For Prospective Partnership With IBM 1 2 IBM Global 2000-Service Innovation Project July 29, 2013 Slide 4 of 10 Startups Large Partners Small & Medium Organizations • Global Fortune 1000 Companies • Globally Integrated Enterprise • More Than $100M in Revenue • Large Customer Base • Ex: JP Morgan & Chase, British Telecom, Perkins & Coi, Chevron, Best Buy JP Morgan & Chase • Less Than $100M in Revenue • Medium-Size Customer Base • Regional Or National • Ex: Planet Fitness, Square, Astrum Solar, Aplha Source, Everstaff • Less Than $10M in Revenue • Limited or Small Customer Base • Looking To Expand Operations • Ex: Digital Roots, Socialus, Bloomfire, Poptip, Nextgate Planet Fitness 3 Digital Roots
    • JP Morgan & Chase announced that the organization and its subsidiaries will use IBM connections software to build a social network for its customers and employees. The network will be integrated seamlessly with the current e-banking offerings using service oriented architecture foundation (SOA) of the platform. The network will be implemented over multiple phases across J&P subsidiaries, starting with the retail banking subsidiary. The SOA platform will also include IBM’s Business Process Management (BPM) software and services which will allow the bank to automate and integrate business processes to increase efficiencies and achieve standardization of JP Morgan & chase’s business processes. Along with the bank’s banking applications, the integration with IBM connections will allow the bank’s executive team to launch new strategic initiatives that are designed to transform the service platform into smarter offerings for the bank’s clients. As a result, the bank will be able to successfully foster a collaborative environment for both of its employees and its clients and effectively capture their sentiments. It is anticipated that a whole new myriad of social offerings will be designed and developed based on this new systems integration. Potential IBM Partnership With JP Morgan & Chase Hypothetical Press Release IBM Global 2000-Service Innovation Project July 29, 2013 Slide 5 of 10
    • Principle Questions Phrases from Press Release Impact: Revenue, Profit, Brand, etc. 1. Co-creation • How do we empower clients and employees to reach their highest potential in a collaborative environment? “JP Morgan & Chase announced that the organization and its subsidiaries will use IBM connections software to build a social network for its customers and employees” • Improvement of efficiency due to employees collaboration within the company 2. Service System • How can we develop new interactions that involve several stakeholders within the system? “The network will be integrated seamlessly with the current e-banking offerings using service oriented architecture foundation (SOA) of the platform” • Integration based on service oriented architecture • Leveraging IBM’s systems compatibility & architecture 3. Modular Business Architecture • What are the hot spots? • Is there a business component for which external specialization is required? “The SOA platform will also include IBM’s Business Process Management (BPM) software and services which will allow the bank to automate and integrate business processes to increase efficiencies and achieve standardization of JP Morgan & chase’s business processes.” • Streamlined business processes • Componentized and customized applications 4. Platform Glo-Mo-So • How fast can it grow? “ It is anticipated that a whole new myriad of social offerings will be designed and developed based on this new systems integration.” • Offer new products and services • Increase revenue • Leverage social platform insights and capabilities 5. Run-Transform-Innovate • What is the continuous improvement discipline? “Along with the bank’s banking applications, the integration with IBM connections will allow the bank’s executive team to launch new strategic initiatives that are designed to transform the service platform into smarter offerings for the bank’s clients” • Empowering the employees to collaborate and innovate across different platforms • Launch new strategic initiatives and smarter services 6. Multi-sided Metrics • What are the new KPI's implemented in the organization? “As a result, the bank will be able to successfully foster a collaborative environment for both of its employees and its clients and effectively capture their sentiments” • Increase employee’s productivity • Increase client’s engagement • Better manage the dynamics of interaction between employees and clients Service Thinking Principles Applied To JP Morgan & Chase IBM Global 2000-Service Innovation Project July 29, 2013 Slide 6 of 10
    • Planet fitness announced that the organization will be adopting IBM digital experience software to launch its new service platform IBM digital experience combined with IBM customer experience management capabilities will enable planet fitness’s marketing professionals to analyze customer activity on a specific channel, such as a mobile device. With these unique views, the organizations’ marketers can gauge the behavior of customers across all digital channels, identify patterns and then adjust the digital experience based on this insight to improve the quality and appeal of the user's experience. The growth of mobile, online, social media and commerce trends have spawned the rise of the digital consumer which requires businesses to deepen their interactions with individuals and accelerate data driven decisions into functions such as marketing, sales, service and human resources. The IBM digital experience software was launched as part of IBM’s smarter e-commerce initiative. Planet fitness intends to expand its system applications beyond capturing customers’ sentiments to identifying the emergent needs for new services on both of its digital and social platforms. The system will allow the organizations’ employees from marketing, sales, HR and customer loyalty, to produce, share and distribute digital content on the fly, to all mobile and social channels -- without the need for IT technical skills or outside assistance. Potential IBM Partnership With Planet Fitness Hypothetical Press Release IBM Global 2000-Service Innovation Project July 29, 2013 Slide 7 of 10
    • Principle Questions Phrases from Press Release Impact: Revenue, Profit, Brand, etc. 1. Co-creation • How do we empower clients and employees to reach their highest potential in a collaborative environment? “The growth of mobile, online, social media and commerce trends have spawned the rise of the digital consumer which requires businesses to deepen their interactions with individuals and accelerate data driven decisions into functions such as marketing, sales, service and human resources.” • Encourage customer interaction across social platforms • Leverage service champions to boost marketing efforts 2. Service System • How can we develop new interactions that involve several stakeholders within the system? “Planet fitness announced that the organization will be adopting IBM digital experience software to launch its new service platform IBM digital experience combined with IBM customer experience management capabilities.” • Digitizing business services • Integration of offerings across social platforms 3. Modular Business Architecture • What are the hot spots? • Is there a business component for which external specialization is required? “IBM digital experience combined with IBM customer experience management capabilities will enable planet fitness’s marketing professionals to analyze customer activity on a specific channel, such as a mobile device.” • Customized applications for each business department • Leverage business analytics of customer activity 4. Platform Glo-Mo-So • How fast can it grow? ”Planet fitness intends to expand its system applications beyond capturing customers’ sentiments to identifying the emergent needs for new services on both of its digital and social platforms.” • Unify customer experience across all digital platforms • Increase customer base • Increase revenue 5. Run-Transform-Innovate • What is the continuous improvement discipline? “With these unique views, the organizations’ marketers can gauge the behavior of customers across all digital channels, identify patterns and then adjust the digital experience based on this insight to improve the quality and appeal of the user's experience” • Capture client’s sentiments • Empower employees to better reach customers • Personalize customer’s experience 6. Multi-sided Metrics • What are the new KPI's implemented in the organization? “The system will allow the organizations’ employees from marketing, sales, HR and customer loyalty, to produce, share and distribute digital content on the fly, to all mobile and social channels -- without the need for IT technical skills or outside assistance.” • Increase organizational capabilities across different disciplines • Efficient knowledge and content management Service Thinking Principles Applied To Planet Fitness IBM Global 2000-Service Innovation Project July 29, 2013 Slide 8 of 10
    • Digital Roots announced today that it will partner with IBM to boost its customer relationship management services offerings to its. Digital Roots is changing the game of customer relationship management in social media. The company anticipates that this forged partnership will allow Digital roots to expand its clientele database and enable the company to grow organically across various markets. Digital Roots intend to utilize IBM smart cloud services to stream its systems’ real-time data analytics. This streamed, integrated real-time data will enable clients to send and receive data from any mobile device that is integrated with enterprise data, thereby enabling the collaboration essential to a Social Business. The company will also ensure successful integration between digital roots current CRM systems and IBM’s cloud-based software. The combination of Digital Roots systems and IBM smart cloud services will provide Digital Roots’ clients with the unique ability to intelligently connect, process and route real-time data to and from any number of enterprise applications, analytics and mobile services. This means real-time information dashboards and mobile apps are deployed in minutes without any IT support. Potential IBM Partnership With Digital Roots Hypothetical Press Release IBM Global 2000-Service Innovation Project July 29, 2013 Slide 9 of 10
    • Principle Questions Phrases from Press Release Impact: Revenue, Profit, Brand, etc. 1. Co-Creation • How do we empower clients and employees to reach their highest potential in a collaborative environment? “This streamed, integrated real-time data will enable clients to send and receive data from any mobile device that is integrated with enterprise data, thereby enabling the collaboration essential to a Social Business.” • Empower customers to engage in social platforms over mobile devices • Leverage IBM system compatibility to potentially integrate other existing applications 2. Service System • How can we develop new interactions that involve several stakeholders within the system? “The company will also ensure successful integration between digital roots current CRM systems and IBM’s cloud-based software.” • Ensure seamless experience for the customer • Integration of offerings across social platforms 3. Modular Business Architecture • What are the hot spots? • Is there a business component for which external specialization is required? “IBM smart cloud services will provide Digital Roots’ clients with the unique ability to intelligently connect, process and route real-time data.” • Real-time data insights • Advanced service offerings 4. Run-Transform-Innovate • How fast can it grow? “The company anticipates that this forged partnership will allow Digital roots to expand its clientele database and enable the company to grow organically across various markets.” • Increase customer base • Increase revenue • Expand into new markets 5. Platform Global/Mobile/Social • What is the continuous improvement discipline? “The combination of Digital Roots systems and IBM smart cloud services will provide Digital Roots’ clients with the unique ability to intelligently connect, process and route real-time data to and from any number of enterprise applications, analytics and mobile services.” • Capture client’s sentiments • Real-time data across all mobile platforms 6. Multi-sided Metrics • What are the new KPI's implemented in the organization? “Digital Roots announced today that it will partner with IBM to boost its customer relationship management services offerings to its. Digital Roots is changing the game of customer relationship management in social media.” • Increase system capability • Develop enhanced customer relationship management KPIs • New Data feeds from customer feedback/usage Service Thinking Principles Applied To Digital Roots IBM Global 2000-Service Innovation Project July 8, 2013 Slide 10 of 10