The Intelligent Enterprise:
                                                                                              ...
The Knowledge Economy is now!



                                     Globalisation                                       ...
Food for thought ...


                   “Employees spend at least 20% of their time searching for the
                  ...
Challenges ICT Market: smarter performance at lower costs




                    Sustainability                          ...
So ask yourself ...



  1. How can enterprises effectively share knowledge to create loyal customers when
     they do no...
Start transforming enterprise knowledge ...


  ... from a cost into a profit driver: “Knowledge as a Service”

        Wi...
Using an effective Knowledge Methodology ...


  ... to embed value chain optimization as enabler for the Intelligent Ente...
Using lean, agile and transparent Knowledge Technology ...


  ... as technology enabler for the Intelligent Enterprise

 ...
The Intelligent Enterprise: Lean, Agile and Learning



                                                                  ...
Lean, agile and transparent Match™ Knowledge Technology ...


  ... performing as the intelligent enterprise knowledge cor...
Lean, agile and transparent Match™ Knowledge Technology ...


  ... results in rapid, user centric and intuitive applicati...
Lean, agile and transparent Match™ Knowledge Technology ...

                                                             ...
Lean, agile and transparent Match™ Knowledge Technology ...

     Extendibility of the Match™ core
   ... makes an agile e...
Lean, agile and transparent Match™ Knowledge Technology ...


  ... makes an agile enterprise knowledge infrastructure pos...
How to differentiate in today’s ICT Market?


  Be the Technology Enabler of the Intelligent Enterprise and help your
  cu...
How to differentiate in today’s ICT Market?


  Be the Technology Enabler of the Intelligent Enterprise and help your
  cu...
Smart Solutions




 Smart Application Development                                    Smart Requirement Engineering       ...
Smart Client Cases
                              Project Explore
                              Co-creation Invite
        ...
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Intelligent enterprise: optimizing the knowledge driven organisation pdf

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Intelligent enterprise: optimizing the knowledge driven organisation pdf

  1. 1. The Intelligent Enterprise: Are you ready? A lean, agile and learning enterprise knowledge infrastructure as driver for sustainable competitive advantage “Knowledge as a Service” opportunities to outperform competition and service customers beyond expectation Knowledge Values Prof. Dr. Larry Lucardie Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready?
  2. 2. The Knowledge Economy is now! Globalisation Personalisation Market Dynamics Demand Complex Match Offer Knowledge 2 Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 2
  3. 3. Food for thought ... “Employees spend at least 20% of their time searching for the right knowledge they require to perform their jobs. This equals: 1 full workday per week 2,5 months per year 20% of the salary costs” (Gartner Research 2009) “Throughout history, every few centuries, we harness a new source of power. First it was fire, later electricity and oil. Today, it is knowledge. Digital content doubles every 18 months ... In 2012, five times as much digital content will be created as in 2008 ...” (IDC Research 2009) “Getting the right knowledge to the right place at the right time is a powerful way to drive better decision-making, better resource utilization, and extreme efficiencies.” (Hewlett-Packard Annual Report 2009) Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 3
  4. 4. Challenges ICT Market: smarter performance at lower costs Sustainability User Centric Experience Security and Governance (Customer Loyalty & Automated Processes) (Mobility & Customer Segmentation) Budget Pressure Dynamic net centric sourcing Collaboration and Co-Creation Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 4
  5. 5. So ask yourself ... 1. How can enterprises effectively share knowledge to create loyal customers when they do not even manage to effectively disclose their knowledge to their own employees? 2. How can enterprises guarantee an optimal match between customer and product or service without effective knowledge enablers? 3. How can enterprises collaborate and co-create optimally when the right knowledge is not at hand? 4. How can enterprises embed their co-creation learnings without a proper and lean knowledge infrastructure? 5. How can enterprises optimize mobility for workers without a proper and lean knowledge infrastructure? 6. How can enterprises reduce ICT costs and beat the increasing information overload and complexity without a lean, agile and transparent knowledge technology infrastructure? Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 5
  6. 6. Start transforming enterprise knowledge ... ... from a cost into a profit driver: “Knowledge as a Service” With Advanced Knowledge Services™: a highly effective knowledge methodology combined with groundbreaking knowledge technology rapidly creating a lean, agile and transparent knowledge infrastructure. Advanced Knowledge Services™ makes enterprise knowledge (processes, product profile, customer profile, business rules, regulation rules, etc.): 1. Goal oriented (user centric) 2. Transparent (compliant) 3. Directly useable in context (cross channel) 4. Easily and rapidly adjustable (create once, apply everywhere!) 5. Easy to share, co-create with and improve (learning loop) Decreasing: Increasing: 1. Complexity 1. Agility 2. Information overload 2. Learning Ability 3. Operational and ICT costs 3. Revenues and Profitability 4. Inefficient Process Flows 4. User and Customer Satisfaction Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 6
  7. 7. Using an effective Knowledge Methodology ... ... to embed value chain optimization as enabler for the Intelligent Enterprise Information based process flow: Knowledge Methodology Smart Content Design™: Knowledge based process flow: ✓ Focus on procedural driven information flows ✓ Making processes consistent, complete and ✓ Focus on goal driven knowledge flows instead instead of goal driven knowledge flows correct (MECE principle) of procedural driven information flows ✓ Processes in the enterprise are not based on ✓ Making processes goal oriented (user centric) ✓ Applies knowledge earlier in the process existing knowledge resulting in inefficiency removing irrelevant and redundant process steps chain resulting in operational excellence Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 7
  8. 8. Using lean, agile and transparent Knowledge Technology ... ... as technology enabler for the Intelligent Enterprise What matters? 1. Agility matters 2. Simplicity matters 3. User experience matters 4. Enhancing co-creation matters 5. Efficiency and Profitability matters This requires Match™ Knowledge Technology: Business Technology that drives growth, cuts costs, delivers first class customer care and achieves business goals. An effective Technology Enabler for Knowledge Transfer and Optimisation. Delivering smart performance: 1. Business and user centric 2. Adaptive, Transparent, Modular and Rapidly Scalable 3. Reduction of hard code programming to a minimum Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 8
  9. 9. The Intelligent Enterprise: Lean, Agile and Learning ADVANCED SEGMENTATION KNOWLEDGE SERVICES™ INTERACTION KNOWLEDGE INFRASTRUCTURE co-creation made to measure web 3.0 user centric customer profiles rapid virtualization straight through collaboration knowledge multi channel processing knowledge transfer mobility messaging sharing service level contextual prosumership layer Driving Growth rapid time dialogue portfolio Achieving Business Goals to market INFORMATION transparency First Class Customer Care OVERLOAD Cutting Costs business logics ADAPTATION INCREASING COMPLEXITY AUTOMATION reduction of consumer demands simplicity 24/7 self service ICT costs pricing pressure alignment new business models user experience embedded reduction of rules and regulation just in time learning loop manual labour ease of use security and governance flexibility intuitive sustainability 9 Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 9
  10. 10. Lean, agile and transparent Match™ Knowledge Technology ... ... performing as the intelligent enterprise knowledge cortex Intelligent Cores Intelligent Straight Through Processing Intelligent Front Ends Segmentation & Interaction ✓ Contextual knowledge transfer Lean Customer, User and ✓ Interactive, dialogue driven Application Interaction OEM Systems enterprise knowledge ✓ Rapid learning loop Match™ Knowledge Base System Automation & Adaptation Process Process UI UI Lean Knowledge Infrastructure: Knowledge Knowledge Knowledge Knowledge ✓ Capture (people, system, paper) Agile Business Logics Base Process Base Base UI Base scale and automate business Knowledge Knowledge logics (= enterprise knowledge) Agile UI Layer Base Base Agile Automation ✓ Digital enterprise knowledge is one on one application / UI Data/Information Optimization DataBase Systems External Data Sources Information Systems ✓ Extract hidden business logics Data / Information Systems ✓ Check correctness, complete- Layer ness and consistency of data Security Systems Development Systems OEM Systems and information Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 10
  11. 11. Lean, agile and transparent Match™ Knowledge Technology ... ... results in rapid, user centric and intuitive application development without hard code Match™ knowledge base Lean, agile application development: Software Requirements System Specification Testing ✓ L-Model instead of V-model guarantees swift “One Time Right” ✓ Software requirement specifications are Global Integration Design Testing one on one the working application! ✓ Executable, interactive requirements Not needed Detailed Unit enable optimal co-creation of application Design Testing ✓ Optimal user centric: made to measure ✓ Time to Market at least 6 x faster Coding/Building ✓ Drastic ICT cost cuttings Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 11
  12. 12. Lean, agile and transparent Match™ Knowledge Technology ... Match™ Dashboard during design$ ... makes an agile enterprise knowledge infrastructure possible with a minimum of hard code !"#$%&'()*$&%'+%(',)*-%&'.+,/01'!+*023+#('4$55'0)56'73"#' 3#&+%$8+-3%',3'+%+57*)9'36-:$*)'+%(';+5$(+,)'+%7'6#3/)**'3#'/3%,)%,' :3()55)('$%'.+,/01'!);)536)#<' Relationship to the Match™ Aqua Suite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asy for users to modify and maintain: P+/:,.=&$!Q!RSTSD!A6+;91-=1!U#941)>!299!V.=&$)!V1)1,?1->! ✓ Integrated control on completeness, Match™ Technology Suite: Lean and agile application specifications: correctness and consistency of knowledge ✓ Easily modifiable knowledge base system ✓ Embeds the L-Model in an organisation’s ✓ Lean, transparent and agile capturing of allows greater flexibility in implementing application development and maintenance system and application specifications changes in application, GUI and interfaces ✓ Creates a lean, transparent and agile enterprise ✓ Automatically embedded MECE principles ✓ Automated optimization of knowledge knowledge infrastructure ✓ Specifying equals building applications by process flows modelling knowledge in user language Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 12
  13. 13. Lean, agile and transparent Match™ Knowledge Technology ... Extendibility of the Match™ core ... makes an agile enterprise knowledge infrastructure possible with a minimum of hard code Example of third party solutions used with Match™ Development Frameworks Thin client Deployment Citrix Server Terminal Server Match™ Core technology Developer Player IM KB Testing Security Access control JMeter Database access Acegi Active Directory Hibernate Versioning Collaboration Subversion SharePoint 15 Copyright © 2009, Knowledge Values. All Rights Reserved. 15 Lean and agile back end system specs: Match™ Technology Suite: Lean and agile GUI specifications: ✓ Back end connections can be created by ✓ Embeds the L-Model in an organisation’s ✓ Lean, transparent and agile capturing of GUI knowledge bases requiring less hard code application development and maintenance specifications in an Intelligent GUI layer ✓ Back end independence guarantees easy ✓ Creates a lean, transparent and agile enterprise ✓ Knowledge bases dynamically build the UI and rapid integration with existing, new knowledge infrastructure screens creating intuitive, interactive and and replacement back end systems optimally customized screens Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 13
  14. 14. Lean, agile and transparent Match™ Knowledge Technology ... ... makes an agile enterprise knowledge infrastructure possible with a minimum of hard code Lean and agile testing and monitoring: Match™ Technology Suite: Lean and agile collaboration and mobility: ✓ Analysis and identification of all possible ✓ Embeds the L-Model in an organisation’s ✓ Using and co-creating the enterprise paths in the enterprise knowledge infrastructure application development and maintenance knowledge infrastructure is made easy by ✓ Storing, reviewing and analyzing information ✓ Creates a lean, transparent and agile enterprise transparency, user centricity, centralization and that has been produced by or is in production knowledge infrastructure made to measure access and authorization control ✓ Easy to connect to SOA’s and Clouds in the enterprise knowledge infrastructure Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 14
  15. 15. How to differentiate in today’s ICT Market? Be the Technology Enabler of the Intelligent Enterprise and help your customers ... Service their customers beyond expectation against drastically lower ICT and operational costs Achieve excellent interaction with and segmentation towards users Optimally automate and STP their business knowledge (logics, processes) Manage their business logics in an agile, transparent and lean way Control and optimize their information/ data and knowledge flow Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 15
  16. 16. How to differentiate in today’s ICT Market? Be the Technology Enabler of the Intelligent Enterprise and help your customers ... Service their customers beyond expectation against drastically lower ICT and operational costs Proven KPI impact Advanced Knowledge Services™: Achieve excellent interaction with and ✓ Increased “One Time Right” segmentation towards users ✓ Decreased Operational Costs of at least 20% Optimally automate and STP their business knowledge (logics, processes) ✓ Time to Market at least 6 x faster ✓ Increased Revenues Manage their business logics in an ✓ Increased Customer Satisfaction agile, transparent and lean way ✓ Increased Agility Control and optimize their information/ ✓ Improved Learning Loop data and knowledge flow Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 16
  17. 17. Smart Solutions Smart Application Development Smart Requirement Engineering Smart Process Engineering Intelligent Product Model Intelligent Service Desk Smart Multi Channel Customer Intelligent Web Self Service: Smart Enterprise Content Intelligent Testing Intelligent Dashboard Contact from “Search” to “Find” Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 17
  18. 18. Smart Client Cases Project Explore Co-creation Invite RELIABLE AND FLEXIBLE Fronteer Strategy Amsterdam, 25 november 2009 Intelligent Clinical Paths Intelligent IVR Intelligent Online Mortgage Advisor Intelligent Regulation Management Intelligent Service Desk Smart Multi Play Help Desk Smart Requirement Engineering (NEN 2580) Intelligent Product Model Smart Multi Channel Intelligent Service Desk Intelligent Online Education Advice Intelligent Data Model Smart Rabo Web Customer Care Intelligent Workflow Management Intelligent Application Provisioning Copyright  ©  2010,  Knowledge  Values.  All  Rights  Reserved. The  Intelligent  Enterprise:  Are  you  ready? 18
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