Using Web 2.0 to reinvent the enterprise

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Using Web 2.0 to change our approach to enterprise software

Using Web 2.0 to change our approach to enterprise software

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  • 1. Business Mashups, or Mashup Business? Peter Evans-Greenwood CTO (Australia)
  • 2. Imagine… A new company enters the market in late 2007, LGM Wealth Management, who have found a new way of spinning existing solutions and technologies to provide it with capabilities an order of magnitude better than anyone else Time to Revenue < 5 days Cost to Serve < ½ industry average New Product Introduction < 5 days Infinite customisation How do you react? | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 1
  • 3. Phase 1 Time to Revenue Cost to Serve
  • 4. The challenge: insurance case work today Client works with an Advisor to select & Client customise a policy Advisor submits the 1. policy for approval Advisor 2. Case Client visits a 6 3. . Doctor for a health check & 6. tests 5. Team Doctor The back office ask 4. questions, clarifies issues, requests follow-ups, and Doctor posts the approves the case test results to the (or not). back office | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 3
  • 5. The challenge: insurance case work today Knowledge What is a case file? Paper? Client works with an fragmented and Database? Records? Advisor in select & buried to Reports? Email? Client channels & silos policy customise a Advisor submits the 1. policy for approval Advisor No means of 2. Case capturing tacit knowledge Client is not a integral part of Client visits a 6 the process 3. Doctor for a . health check & 6. No holistic view Processes tests fragmented of the problem across silos and 5. manual activities Team Processes Doctor The back office ask trapped in application silos 4. questions, clarifies issues, requests follow-ups, and Doctor posts the approves the case test results to the (or not). back office Participants tied to locations | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 4
  • 6. A few interesting ideas Rich User Experience Providing a desktop Spaces, Not experience from a web- Applications based application Tools to solve specific Flash & Shockwave problems, integrated Silverlight Utility Computing with other tools, rather AJAX Using the web as a stand-alone applications Mash-Ups* platform to deliver Wikis: shared blackboards applications over the A web page or internet from a Blogs: online diaries application combining centralized or distributed Folksonomies: shared data from two or more tags data centre external sources GMail Chicago Crime DB http://www.chicagocrime.org/ SaleForce.com Ski Bonk QuickBooks Online Edition http://www.skibonk.com/ More than a portal— an application in it‘s own right! * Examples taken from www.programmableweb.com | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 5
  • 7. A space for insurance case management Client details from CRM Client Name Address 12 sad asldrk aslkdja lsdkj al skdjas RSS Duis autem vel eum iriure dolor in hendrerit in Workflow feed on Test results from vulputate velit esse molestie consequat, vel case illum dolore eu feugiat nulla facilisis at status provider’s system Test Results Status Medical Basldjk 8 asd 8 asd 8 image from asd 8 asd 8 asd 8 provider’s system asd 8 asd 8 asd 8 Risk Management Status Product Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam Risk report in nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam Information Markup a la erat volutpat. Ut wisi enim ad minim veniam, quis nostrud exerci wiki Mojito Policy Details Status comment Asldkjalsj asldj asldas l Basldjk 8 asd Aklsd aksdh kashd Date, Time, Posted by BLAH Asd 8 asd Case work comments in a Tags, tags, tags, … Add blog Click through to Tags for semantic connected spaces search | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 6
  • 8. Insurance case work tomorrow Client uses a self service web site to create a policy tailored to their needs, scheduling any Advisor Client tests required 1. 2. Case An advisor can be called in (Skype, IM, …) to provide assistance where required Client visits a Doctor for a health check 3. & tests 5. 4. The back office Team approves the case (or not). Doctor Doctor submits test results directly | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 7
  • 9. Insurance case work tomorrow Active involvement Client uses a self service knowledge All web site to create a captured in a policy tailored to their single consistent needs, scheduling any shared space Advisor Client tests required 1. 2. Case An advisor can be called in (Skype, IM, …) to provide Content assistance where required Client visits a independent of Users create their Doctor for a channels own work spaces health check 3. Informed & tests to and able 5. participate 4. The back office Team approves the case Integrated support for (or not). Doctor structured and unstructured knowledge Doctor submits test results directly Virtual teams | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 8
  • 10. What we are trying to achieve Create a more Drive cost supportive Productivity Operational Costs savings through environment, more efficient ensuring that all Time to revenue 66% work practices stakeholders are Cost to serve 50% involved and have accurate information to base their decisions on t t Future Insurance Case Worker Business Value Reduce the opportunity for errors and mistakes by Capture tacit capturing and and structured formalising knowledge in a currently single Information Management t informal integrated information and environment Information Quality Work Quality processes | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 9
  • 11. Delivered as a utility Case Client Worker Applications standards based, RSS, Web Services, Application silos Mash-Up Web 2.0 Resource Management used as Light weight, integration User information Content & Search, … interfaces appliances design to Records support Management specific roles Case Team Worker Mash-Up File Stores Partner Client Reporting Mash-Up t Collaboration Partner Applications Team Processes Partner Mash-Up External Mash-Up Search Sources Utility maps between Platform applications and Utility Existing Back-Office users, capturing tacit knowledge | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 10
  • 12. Delivered as a utility Case Client Worker Applications standards based, RSS, Web Services, Application silos Mash-Up Web 2.0 Resource Management used as Light weight, integration User information Content & Search, … interfaces appliances design to Records support Management specific roles Case Team Worker Mash-Up File Stores Partner Client Reporting Mash-Up t Implementation Effort Collaboration Partner Applications Team Processes Partner Mash-Up External Mash-Up Search Sources Utility maps between Platform applications and Utility Existing Back-Office users, capturing tacit knowledge | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 11
  • 13. Delivered as a utility Case Client Worker Applications standards based, RSS, Web Services, Application silos Mash-Up Web 2.0 Resource Management used as Light weight, integration User information Content & Search, … interfaces appliances design to Records support Management specific roles Case Team Months Worker Mash-Up File Stores Partner Client Weeks Reporting Mash-Up t Implementation Effort Collaboration Time to Capability Partner Applications Team Processes Partner Mash-Up External Mash-Up Search Sources Utility maps between Platform applications and Utility Existing Back-Office users, capturing tacit knowledge | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 12
  • 14. Challenges Licensing How do I enforce Security & SLAs? Confidentiality Do I need to pay? Identity Managmeent What capabilities do Sensativity: getting we put in the box? users to put Where do we Where do we use information in the start? wiki’s a blogs? right box How do they No more four integrate with our years and $50m! other information? What about Zoho or Google Apps? | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 13
  • 15. The bigger picture Unstructured Structured Web Site Management example An Ministerial Briefs Customer Complaints from Correspondence Management Government Research and Development Tendering and RFQ Management MD Briefs Case Programme & Project Management Project Reporting Worker Strategy Development Design Reporting HR record keeping Post Implementation Reporting Policy and Advice Standards and Specs Inspections and Audits Community Consultations Policies and Procedures Asset Information Management Business Planning Contracts Management Drawings and Plans Management Asset Planning Community Consultation FOI Request Handling Risk Management Business Case Development Accounts Payable invoice processing Incident Management Operational Analysis Legal Advice and Precedents Asset Creation Periodic Reporting Taxation Work Papers Asset Lifecycle Management Specialist Studies Audit Work Papers Procurement Strategic Directions Reporting Audit and Inspection Reporting Demand Management Indicators Reporting Major Environmental Assessments Compliance Reporting Market Research Minor Environmental Assessments Annual Reporting Corporate Template Management Environmental Management Plans Relationship Management – Publications Management Work Order Management Government, Customers, Contractors, Campaign Development Recruitment Management Partners Customer Engagement Contractor Management Performance Management Lease License Management Training and Human Performance Health and Safety Management Title Management Mgmt | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 14
  • 16. Phase 2 New Product Introduction Product Catalogue
  • 17. Mashup business Threadless KIVA Scion Design arbitrage Demand-driven charity Endless customisation Paypal (payments) Micro-credit Pimp-my-ride Flicker (photos) Paypal (payments) Production line Polling (online votes) Flicker (photos) Dealers Outsourced Blog (journal) Bodyshops production Already a force to be Most successful Profitable in 1st year recond with in micro product launch for credit Toyota ever | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 16
  • 18. What might this look like for insurance An Insurance Mash-Up Yesterday Today Tomorrow Bespoke development Mass production Endless customisation Harvest historical Havest historical & Enabling customers to information to create operational configure their own actuarial tables information to create policy Hand craft policies actuarial tables Connecting them Develop insurance directly with the market factories to churn out mass customized policies Pass bundles of policies onto the market | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 17
  • 19. Managing complex products Few products Some products All possible products A single product, Chaos, where each client has the Model T of our industry an individually tailored product Rather than being forced to the ends, we want to put the slider where it makes the most sense for the business. | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 18
  • 20. How do we create a configurable policy? Let’s steal an idea from flexible manufacturing A bike consists of Handlebars Frame Seat a frame, two wheels, handlebars, a seat, drive train, Front Wheel Back Wheel and each wheel has a tyre. We also offer three types of bike: mountain, racing and hybrid Drive Train We can define our product as a suite of pluggable Lego- like components and let customers mix-and-match | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 19
  • 21. How do we create a configurable policy? Let’s steal an idea from flexible manufacturing Assumptions AConcepts bike consists of Simplifying our Handlebars Frame Seat a frame, two Benefit understanding wheels, • Defined benefit Competitive forces • Co-payment handlebars, a benefits • Restricted Predictions seat,• drive train, … Front Wheel Back Wheel Risks and each wheel Policy Business Logic Benefits has a tyre. We& • Exclusions Inclusions Competitor Constraints also •offer three Constraints • Prices • … Recognising types of bike: situations • Products Event and/or risk mountain, racing Deciding on actions Events … and hybrid Exception (risk)Drive Train ... management strategies We can define our product as a suite of pluggable Lego- like components and let customers mix-and-match | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 20
  • 22. Allowing us too put the slider where we want it Few products Some products All possible products A single product, Chaos, where each client has the Model T of our industry an individually tailored product Handlebars Frame Seat Front Wheel Back Wheel Drive Train The granularity of our model determines where on the spectrum if falls | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 21
  • 23. Then we operationalise the model Strategic Goals Handlebars Frame Seat Front Wheel Back Wheel Drive Train Information Technology | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 22
  • 24. … delivering the lot as a utility Client Mash-Up Applications Content & Records Management Case Worker Mash-Up Content & Records Management Partner Client Risk Reporting Mash-Up Management Mashup Partner Applications Team Partner Insurance Mash-Up Mashup External Sources Business Web Utility Utility Existing Back-Office | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 23
  • 25. The impact of what we’ve done How many products? One, or millions? Sales is empowered to Provides Product Management adjust a product to meet with a palette for innovation and customer requirements creating new offerings How will the product be offered Handlebars Frame Seat to the market What product options do we want to provide? Front Wheel Back Wheel What options do I have when I react How do I ground to business exceptions? risk management? How do we support the product? Drive Train Used by Finance as a tool to Allows Operations to plan How do I price? establish the cost, and and manage the delivery of profitability, of products the product | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 24
  • 26. The impact of what we’ve done How many products? One, or millions? Sales is empowered to Provides Product Management adjust a product to meet with a palette for innovation and customer requirements creating new offerings How will the product be offered Handlebars Frame Seat to the market Time to Capability Product Catalogue product provide?do What we want to options # of possible products Effort New product Product introduction Front Wheel variation Wheel Back What options do I have when I react How do I ground to business exceptions? risk management? t t How do we support the product? Drive Train Used by Finance as a tool to Allows Operations to plan How do I price? establish the cost, and and manage the delivery of profitability, of products the product | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 25
  • 27. Conclusions and lessons learnt
  • 28. We can use technology to create business agility Reduce the cost Increase the of reacting to Business Inertia Value Harvested amount of value disruptions in Planning Granularity harvested from Value the market by the market by reducing the out performing cost of planning competitors and and acting, leaving less converting money on the disruptions to a table competitive advantage t t Exception Management Rate of Innovation Enable employees to focus on Move users communication from operational and innovation, cost control enabling them roles into to connect to offline, creative Process Improvement & Optimisation t the market and value creating harvest new roles Redeploying Employees Dispursion of Innovation opportunities | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 27
  • 29. Agility creates a competitive advantage Ability to cope Complexity of environment with disruption Agility Orientation Corp. Harmony Corp. Insight B B Adaptability Initiative Competitive Uncertainty advantage Incomplete data Corp. Corp. Instability A Unpredictable A events Confusing information Reaction Speed | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 28
  • 30. We must manage continual change, not projects Mastering the three worlds of IT Executives need to stop looking at IT projects as technology installations and start looking at them as periods of organisational change that they have the responsibility to manage Andrew McAfee Harvard Business Review, November 2006 | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 29
  • 31. Imagine… A new company enters the market in late 2007, LGM Wealth Management, who have found a new way of spinning existing solutions and technologies to provide it with capabilities an order of magnitude better than anyone else Time to Revenue < 5 days Cost to Serve < ½ industry average New Product Introduction < 5 days Infinite customisation How did you react? | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 30
  • 32. Questions or Comments Further reading Peter Evans-Greenwood, Product Meta-Models, Capgemini | Technology Services Business Mashups, or Mashup business? Peter Evans-Greenwood © 2006 Capgemini - All rights reserved 31
  • 33. www.capgemini.com