Future Office


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Mobile Mondey St. Petersburgjune 18th 2007

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Future Office

  1. 1. Future Office The Consumerization of the Digital Working Environment St. Petersburg, June 18th 2007 joonas.makkonen@tietoenator.com TietoEnator © 2003
  2. 2. The 3/2 rule of employee efficiency When you triple the number of employees, you halve their productivity Reasoning behind the statistic Complexity of internal processes Layers of bureaucracy Time spent on communications Dissemination of new ideas and working practices Intranet as a tool for productivity Innovation velocity is dependent on collaboration and creation networks Internal efficiency should base on service oriented thinking Standard Intranet is totally lacking these tools and only acts as a document directory Source: CYBAEA - Allan Engelhardt http://www.cybaea.net/Journal/employee_productivity.html >> It is time to view your Intranet as customer service and your Employees as its consumers TietoEnator © 2003
  3. 3. Future office - Enterprise Portal Fan Model Personal view Vertical services Business Intelligence and Reporting •Business scorecards Workgroups •Forecasting & Planning Operative desktop •Projects teams and •Reporting & Analysis •Work management interest groups •Customer data •Online collaboration •Best practises •Document mngt •Work processes Employee Internal self-services Communications •HR-services •Profled content •IT-support •Web content •Legal •Video, audio etc. Horizontal services >> Splitting the Intranet to pieces is still a valid concept, However, the idea must be taken to next level TietoEnator © 2003
  4. 4. Building employee services to your Intranet Situation oriented content and service bundles Intranet as a service satisfy 85 % of end user cases Content directory (structure and sitemap) satisfy 10 % of end user cases Traditional Intranet Search functionality satisfy 5 % of end user cases Advanced search >> >> Intranet is about Solving End User Situations not about Showing All Possible Information TietoEnator © 2003
  5. 5. Example of service oriented approach in Intranet Case Example –Human Resources (HR) at TietoEnator >> BEFORE: Typical Intranet based on documents and folders TietoEnator © 2003
  6. 6. Example of service oriented approach in Intranet Case Example –Human Resources (HR) at TietoEnator >> AFTER: Intranet based on user situations and practices TietoEnator © 2003
  7. 7. Improving Information Quality and Usability in Intranet Introducing information synthesizers as a new role in information management Creates the initial information with the idea, that 1 Creator information will be subjected to editing, and situation based usability rating by consumers. 10 Synthesizers Takes the existing information, develops it further by adding or editing the original text, comments it or makes the information more usable by applying a better structure to it. Today, there are no tools nor privileges for information synthesizers and the enthusiasm is used in emails and coffee tables. 100 Consumers Uses the information as it is needed in a situation and gives a rating of usability. >> Information synthesizer is a key role in improving Intranet Information Usability TietoEnator © 2003
  8. 8. Measuring the success of Intranet Affecting the mindset of service and information providers Effective measurement for internal service provider Was employee situation resolved on first contact? Was the preferred service channel used for the contact? Qualitative measurement from end users Did this information help you? Are you satisfied for the service you received? >> Intranet should be subjected to same measurements used in consumer services (e.g. First-time-right) TietoEnator © 2003
  9. 9. Multichannel service approach Sales support Online with up to date and dynamic information structure Sales support unit Q&A Phone support (VOIP) Customer Sales agent Real time support Expert community (IM) > Vapaana olevat asiantuntijat Participation in sales situations Voice + Video >> Intranet is used as an integral part of a multichannel internal service environment TietoEnator © 2003
  10. 10. Taking it mobile… RSS Subscribe to information source RST Transact with information source 80% of all transactions are Really Simple Transactions Commercial Confidential
  11. 11. Examples § Hour reporting, billing data § Information requests (business systems, personnel & customer databases) § Decision making workflows § Instant messaging and presence information § Helpdesk applications § Flight reservations & info Commercial Confidential
  12. 12. Future Office Case Metsäliitto
  13. 13. Background Metsäliitto is the tenth biggest forest industry group in the world. Its five business areas include wood supply, wood products industry, pulp production and producing of paper and paperboard as well as tissue paper. Its sales are 8.6 billion euro. With 30,000 employees, the Metsäliitto Group parent company Metsäliitto Cooperative and subsidiaries Metsä-Botnia, M-real and Metsä Tissue have own presence in 30 countries. Planninng project phases Portal strategy and roadmap planning Concept design based on Future Office Proof-of-concepts with two products Implementation project phases Functional and technical definition Implementation Training Roll-out support TietoEnator © 2003
  14. 14. Metsaliitto Group Portal Services Services for Customers Services for Personnel and Sales / Customer Service people 3 8 4 Operative Customership 2 Service 9 Desktop Organization & Portfolio 7 Shared Services Employee Reporting & - Offering - RFQs - Legal services Self-Services Analysis - ATPs - Communications - Risk Management - Etc. 1 10 5 6 Customer Search Engine Search Engine News Channel Collaboration Collaboration Support Navigation Navigation Role Based Profiling Content & Document Online Operative systems Workflows & Processes management Communications Tools - SSO Common Portal Platforms - Authorization & Access Rights
  15. 15. Drivers Making the right content and services easily available utilizing the most efficient channels Subjecting the content and services to end user feedback and critique Measuring and steering the production of the services based on the feedback Making the necessary services and content available regardless of place and time >> What you measure is what you get! TietoEnator © 2003