2001 A Net Odyssey Launching Hospitality Enterprises into Cyberspace Anna Pollock DestiCorp Limited
2001 A Net Odyssey Or the next, next, big thing! Anna Pollock DestiCorp Limited
<ul><ul><li>Business Drivers </li></ul></ul><ul><ul><li>Technology Drivers </li></ul></ul><ul><ul><li>The evolution of E-b...
<ul><ul><li>Changing Concepts of Value </li></ul></ul><ul><ul><li>Customer Power </li></ul></ul><ul><ul><li>From things to...
<ul><ul><li>From hard assets to: </li></ul></ul><ul><ul><ul><li>digital capital and intellectual property </li></ul></ul><...
<ul><ul><li>Perfect information shifts power to the consumer </li></ul></ul><ul><ul><li>Commoditisation </li></ul></ul><ul...
Cluetrain Manifesto <ul><li>If you only have time for one clue this year, this is the one to get …we are not seats or eyeb...
Cluetrain Manifesto <ul><li>Companies that don’t realise their markets are now networked person-to-person, getting smarter...
<ul><ul><li>Growth & change in outsourcing </li></ul></ul><ul><ul><li>What are ASP’s? </li></ul></ul><ul><ul><li>Benefits ...
<ul><ul><li>How do you compete in a world of perfect information? </li></ul></ul><ul><ul><ul><li>Not by price but by perce...
Towards C-Commerce <ul><li>Old: Supply  Chain  Management </li></ul>Suppliers Customers SCM ERP CRM
Towards C-Commerce <ul><ul><li>Step Two: Supply  Network  Management </li></ul></ul>ANCILLARY SERVICES CHANNEL PARTNERS SU...
Towards C-Commerce <ul><ul><li>Step 3: Enterprise as Organism in an ecosystem </li></ul></ul>ANCILLARY SERVICES CHANNEL PA...
The Future <ul><li>Business Webs </li></ul><ul><ul><li>In b-webs, internetworked, fluid – sometimes highly structured, som...
The Future <ul><ul><li>C-commerce  is the set of electronically enabled collaborative interactions among an enterprise, it...
The Future Consumers FRANCHISEES Catering Human Resource Sales & Marketing Manager Hotel Brand B2C site Corporate portal T...
True Paradigm Shift! <ul><ul><li>Old </li></ul></ul><ul><ul><ul><li>A linear, mechanical world view </li></ul></ul></ul><u...
Technology As Enabler <ul><ul><li>Internet as Dial-tone </li></ul></ul><ul><ul><li>Pervasive computing </li></ul></ul><ul>...
Internet As Dial-tone <ul><ul><li>Always on and very fast </li></ul></ul><ul><ul><li>No longer an optional extra </li></ul...
Pervasive Computing <ul><ul><li>Ubiquity and convergence </li></ul></ul><ul><ul><li>Multi-channels </li></ul></ul><ul><ul>...
Personal Computer <ul><ul><li>“ If I said to you ‘Can I borrow your laptop?’, it’s like ‘My feet are cold.  Can I borrow y...
Cell Phone Handsets & Handheld Computers Overlap In Function Cellular Phone Handset Cell Phone with  Email, Web Browser PD...
Personal Computers and Pocket Computers <ul><ul><li>“ When you consider the number of pockets out in the world, the PC mar...
New Tools & Standards <ul><ul><li>HTML </li></ul></ul><ul><ul><li>XML </li></ul></ul><ul><ul><li>Java </li></ul></ul><ul><...
The Evolution of E-Business complexity Time & investment Host Computing Network Computing Web Phase 1 Web Phase2 -transact...
Web Phase 1 <ul><ul><li>Innovations </li></ul></ul><ul><ul><li>Internet, TCIP/IP </li></ul></ul><ul><ul><li>HTML </li></ul...
Web Phase 1 APPLICATIONS APPLICATIONS APPLICATIONS APPLICATIONS APPLICATIONS DATABASES LEGACY SYSTEMS HTML PAGES HTTP SERV...
Web Phase 1 <ul><ul><li>Weaknesses </li></ul></ul><ul><ul><li>Static Web Pages </li></ul></ul><ul><ul><li>Non-transactiona...
Web Phase 2 <ul><ul><li>Leaping Over The Great Divide </li></ul></ul><ul><ul><li>From brochure-ware to sales </li></ul></u...
Web Phase 2 <ul><ul><li>Innovations </li></ul></ul><ul><ul><li>E-catalogues enable B2C then B2B takes off </li></ul></ul><...
Web Phase 2 APPLICATIONS APPLICATIONS APPLICATIONS APPLICATIONS DATABASES LEGACY SYSTEMS APPLICATION SERVERS HTTP SERVER I...
ROI of Selected E-commerce Initiatives   ELECTRONIC CATALOGUE TRANSACTION PROCESSING LEGACY INTEGRATION SUPPLY CHAIN MANAG...
Web Phase 2 <ul><ul><li>Weaknesses </li></ul></ul><ul><ul><li>Very limited inter company integration across firewalls </li...
Web Phase 3 <ul><ul><li>Innovations </li></ul></ul><ul><ul><li>Business processes (data & functionality) become software c...
Web Phase 3 STOREHOUSE DIRECTORY <ul><li>AGGREGATING </li></ul><ul><li>INTEGRATING </li></ul><ul><li>PERSONALISING </li></...
Web Phase 3: Radical! <ul><ul><li>Features </li></ul></ul><ul><ul><li>Dynamic business webs mean you can: </li></ul></ul><...
Consumers FRANCHISEES Catering Human Resource Sales & Marketing Manager Hotel Brand B2C site Corporate portal Third-party ...
Where Are We Now? % active implementation Time & investment Host Computing Network Computing Web Phase 1 Web Phase 2- tran...
Implications <ul><ul><li>B2B = back to basics </li></ul></ul><ul><ul><li>Focus on your core competency, outsource the rest...
Dest i Corp Limited <ul><li>Positioning as the leading authority on C-commerce and Business Webs in the Tourism and Hospit...
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New 2001 Net Odyssey

  1. 1. 2001 A Net Odyssey Launching Hospitality Enterprises into Cyberspace Anna Pollock DestiCorp Limited
  2. 2. 2001 A Net Odyssey Or the next, next, big thing! Anna Pollock DestiCorp Limited
  3. 3. <ul><ul><li>Business Drivers </li></ul></ul><ul><ul><li>Technology Drivers </li></ul></ul><ul><ul><li>The evolution of E-business </li></ul></ul><ul><ul><li>The future is C-commerce! </li></ul></ul><ul><ul><li>Implications for Hospitality Enterprises </li></ul></ul>Scope & Purpose
  4. 4. <ul><ul><li>Changing Concepts of Value </li></ul></ul><ul><ul><li>Customer Power </li></ul></ul><ul><ul><li>From things to services and experiences </li></ul></ul><ul><ul><li>Outsourcing </li></ul></ul><ul><ul><li>Focus on Core Competencies </li></ul></ul><ul><ul><li>Collaboration versus Competition </li></ul></ul>Business Drivers
  5. 5. <ul><ul><li>From hard assets to: </li></ul></ul><ul><ul><ul><li>digital capital and intellectual property </li></ul></ul></ul><ul><ul><ul><li>proprietary business processes and core competencies </li></ul></ul></ul><ul><ul><ul><li>an ability to anticipate and respond to market demand </li></ul></ul></ul><ul><ul><ul><li>brand awareness and loyalty </li></ul></ul></ul><ul><ul><li>What are your core competencies? </li></ul></ul>Changing Concepts of Value
  6. 6. <ul><ul><li>Perfect information shifts power to the consumer </li></ul></ul><ul><ul><li>Commoditisation </li></ul></ul><ul><ul><li>P2P and viral marketing </li></ul></ul><ul><ul><li>The Cluetrain Manifesto </li></ul></ul>People Power
  7. 7. Cluetrain Manifesto <ul><li>If you only have time for one clue this year, this is the one to get …we are not seats or eyeballs or end users or customers. We are human beings and our reach exceeds your grasp … Deal with it! </li></ul><ul><li>www.cluetrain.com </li></ul>
  8. 8. Cluetrain Manifesto <ul><li>Companies that don’t realise their markets are now networked person-to-person, getting smarter as a result and are deeply joined in conversation are missing an opportunity. </li></ul><ul><li>See www.HERmail.net </li></ul>
  9. 9. <ul><ul><li>Growth & change in outsourcing </li></ul></ul><ul><ul><li>What are ASP’s? </li></ul></ul><ul><ul><li>Benefits </li></ul></ul><ul><ul><li>Impediments and potential </li></ul></ul><ul><ul><li>Types </li></ul></ul><ul><ul><ul><li>Horizontal </li></ul></ul></ul><ul><ul><ul><li>Vertical </li></ul></ul></ul>Outsourcing & ASP’s
  10. 10. <ul><ul><li>How do you compete in a world of perfect information? </li></ul></ul><ul><ul><ul><li>Not by price but by perceived value </li></ul></ul></ul><ul><ul><ul><li>Through an obsession with the customer </li></ul></ul></ul><ul><ul><ul><li>Through focus on your core competency </li></ul></ul></ul><ul><ul><ul><li>Through collaboration </li></ul></ul></ul>Competition is Dead!?
  11. 11. Towards C-Commerce <ul><li>Old: Supply Chain Management </li></ul>Suppliers Customers SCM ERP CRM
  12. 12. Towards C-Commerce <ul><ul><li>Step Two: Supply Network Management </li></ul></ul>ANCILLARY SERVICES CHANNEL PARTNERS SUPPLIERS CUSTOMERS
  13. 13. Towards C-Commerce <ul><ul><li>Step 3: Enterprise as Organism in an ecosystem </li></ul></ul>ANCILLARY SERVICES CHANNEL PARTNERS SUPPLIERS CUSTOMERS
  14. 14. The Future <ul><li>Business Webs </li></ul><ul><ul><li>In b-webs, internetworked, fluid – sometimes highly structured, sometimes amorphous – sets of contributors come together to create value for customers and wealth for shareholders. In the most elegant of b-webs, each participant focuses on a limited set of core competencies, the things it does best. </li></ul></ul><ul><ul><li>Don Tapscott, Digital Capital </li></ul></ul>
  15. 15. The Future <ul><ul><li>C-commerce is the set of electronically enabled collaborative interactions among an enterprise, its customers, business partners, suppliers and employees. </li></ul></ul><ul><ul><li>E-commerce is a transaction-centred e-business model used to buy and sell goods whereas c-commerce is a collaborative-centred e-business model that enables the virtual enterprise . </li></ul></ul><ul><ul><li>The Gartner Group, 2000 </li></ul></ul>
  16. 16. The Future Consumers FRANCHISEES Catering Human Resource Sales & Marketing Manager Hotel Brand B2C site Corporate portal Third-party sites Third-party exchange PARTNERS Meeting Planners Corporate Buyers Tour Operators Agents CHAIN HQ Suppliers Hotel Business Web
  17. 17. True Paradigm Shift! <ul><ul><li>Old </li></ul></ul><ul><ul><ul><li>A linear, mechanical world view </li></ul></ul></ul><ul><ul><ul><li>Supply chains </li></ul></ul></ul><ul><ul><ul><li>Economy as a machine </li></ul></ul></ul><ul><ul><li>New </li></ul></ul><ul><ul><ul><li>Holistic, complex, self-repairing </li></ul></ul></ul><ul><ul><ul><li>Economy as an ecosystem </li></ul></ul></ul><ul><ul><ul><li>Fluid, amorphous, dynamic, messy </li></ul></ul></ul>
  18. 18. Technology As Enabler <ul><ul><li>Internet as Dial-tone </li></ul></ul><ul><ul><li>Pervasive computing </li></ul></ul><ul><ul><li>New Tools </li></ul></ul><ul><ul><li>Emergence of standards </li></ul></ul><ul><ul><li>Automation </li></ul></ul>
  19. 19. Internet As Dial-tone <ul><ul><li>Always on and very fast </li></ul></ul><ul><ul><li>No longer an optional extra </li></ul></ul><ul><ul><li>From the means to publish to the means to: </li></ul></ul><ul><ul><ul><li>Sell </li></ul></ul></ul><ul><ul><ul><li>Manage </li></ul></ul></ul><ul><ul><ul><li>Procure </li></ul></ul></ul><ul><ul><ul><li>Collaborate </li></ul></ul></ul><ul><ul><ul><li>Create </li></ul></ul></ul>
  20. 20. Pervasive Computing <ul><ul><li>Ubiquity and convergence </li></ul></ul><ul><ul><li>Multi-channels </li></ul></ul><ul><ul><ul><li>PC </li></ul></ul></ul><ul><ul><ul><li>Mobile phone – voice, SMS, WAP </li></ul></ul></ul><ul><ul><ul><li>PDA </li></ul></ul></ul><ul><ul><ul><li>Call Centre </li></ul></ul></ul><ul><ul><ul><li>iTV </li></ul></ul></ul><ul><ul><li>Tower of Babel? </li></ul></ul>
  21. 21. Personal Computer <ul><ul><li>“ If I said to you ‘Can I borrow your laptop?’, it’s like ‘My feet are cold. Can I borrow your socks for half an hour?’” </li></ul></ul><ul><ul><li>“ It’s a personal computer, and I think there’s got to be depersonalisation.” </li></ul></ul>Peter Cochrane Chief Technologist, BT
  22. 22. Cell Phone Handsets & Handheld Computers Overlap In Function Cellular Phone Handset Cell Phone with Email, Web Browser PDA with Wireless Data ?
  23. 23. Personal Computers and Pocket Computers <ul><ul><li>“ When you consider the number of pockets out in the world, the PC market looks puny” </li></ul></ul>Bill Joy Sun Microsystems Ambient Intelligence
  24. 24. New Tools & Standards <ul><ul><li>HTML </li></ul></ul><ul><ul><li>XML </li></ul></ul><ul><ul><li>Java </li></ul></ul><ul><ul><li>Objects and Components </li></ul></ul><ul><ul><li>Web Services </li></ul></ul><ul><ul><li>UDDI </li></ul></ul><ul><ul><li>Business Web Automation </li></ul></ul>
  25. 25. The Evolution of E-Business complexity Time & investment Host Computing Network Computing Web Phase 1 Web Phase2 -transactions Web Phase 3 The Great Divide The Quantum Leap
  26. 26. Web Phase 1 <ul><ul><li>Innovations </li></ul></ul><ul><ul><li>Internet, TCIP/IP </li></ul></ul><ul><ul><li>HTML </li></ul></ul><ul><ul><li>Browsers </li></ul></ul><ul><ul><li>Common GUI </li></ul></ul><ul><ul><li>“ Thin & Fat PC Client” </li></ul></ul><ul><ul><li>Web or HTTP server in-house or on ISP </li></ul></ul>
  27. 27. Web Phase 1 APPLICATIONS APPLICATIONS APPLICATIONS APPLICATIONS APPLICATIONS DATABASES LEGACY SYSTEMS HTML PAGES HTTP SERVER BROWSER INTERNET TCP/IP PC PC PC PC LAN or WAN CORPORATE NETWORK CLIENTS FIREWALL
  28. 28. Web Phase 1 <ul><ul><li>Weaknesses </li></ul></ul><ul><ul><li>Static Web Pages </li></ul></ul><ul><ul><li>Non-transactional, non interactive </li></ul></ul><ul><ul><li>Non-conversational </li></ul></ul><ul><ul><li>Limited integration with back-end </li></ul></ul><ul><ul><li>Web server manually fed </li></ul></ul><ul><ul><li>Web publishing bottle-necks </li></ul></ul><ul><ul><li>One site to suit all </li></ul></ul>
  29. 29. Web Phase 2 <ul><ul><li>Leaping Over The Great Divide </li></ul></ul><ul><ul><li>From brochure-ware to sales </li></ul></ul><ul><ul><li>Internal interoperability with legacy systems – order/entry, inventory, accounting, logistics </li></ul></ul><ul><ul><li>Security issues </li></ul></ul><ul><ul><li>Reliability </li></ul></ul><ul><ul><li>Scalability </li></ul></ul>
  30. 30. Web Phase 2 <ul><ul><li>Innovations </li></ul></ul><ul><ul><li>E-catalogues enable B2C then B2B takes off </li></ul></ul><ul><ul><li>“ Clients” include cell phones, PDA’s iTV </li></ul></ul><ul><ul><li>Tiered architecture, application servers </li></ul></ul><ul><ul><li>Content management software & CRM </li></ul></ul><ul><ul><li>Heavy investment in ERP and EAI </li></ul></ul>
  31. 31. Web Phase 2 APPLICATIONS APPLICATIONS APPLICATIONS APPLICATIONS DATABASES LEGACY SYSTEMS APPLICATION SERVERS HTTP SERVER INTERNET PC PC PC PC LAN WAN VPN EAI WEB WAP CC iTV PAYMENT SECURITY INTEGRATION LOAD BALANCING CONTENT MANAGEMENT CRM CLIENTS FIREWALL
  32. 32. ROI of Selected E-commerce Initiatives ELECTRONIC CATALOGUE TRANSACTION PROCESSING LEGACY INTEGRATION SUPPLY CHAIN MANAGEMENT DATA WAREHOUSING E-MAIL GROUPWARE SOURCE: McKENNA GROUP 8.7% 8.27% 5.19% 1.99% 1.72% 1.22%
  33. 33. Web Phase 2 <ul><ul><li>Weaknesses </li></ul></ul><ul><ul><li>Very limited inter company integration across firewalls </li></ul></ul><ul><ul><li>75% of major US companies recognise the need to integrate with partners, less than 20% have acted </li></ul></ul><ul><ul><li>Partnerships require hard-coding and are expensive and time consuming </li></ul></ul>
  34. 34. Web Phase 3 <ul><ul><li>Innovations </li></ul></ul><ul><ul><li>Business processes (data & functionality) become software components, wrapped in XML </li></ul></ul><ul><ul><li>These “Web Services” can be classified and stored in directories on the Net for use by all </li></ul></ul><ul><ul><li>They are like “Lego building blocks” </li></ul></ul><ul><ul><li>Tools to aggregate, integrate and transform these blocks into powerful personalised applications are automated. </li></ul></ul>
  35. 35. Web Phase 3 STOREHOUSE DIRECTORY <ul><li>AGGREGATING </li></ul><ul><li>INTEGRATING </li></ul><ul><li>PERSONALISING </li></ul>PERSONALISED SITES WEB WAP iTV BUSINESS DRIVERS WEB SERVICES WEB FACTORY WEB SERVICES INTERNAL WEB SERVICES WEB SERVICES WEB SERVICES WEB SERVICES WEB SERVICES
  36. 36. Web Phase 3: Radical! <ul><ul><li>Features </li></ul></ul><ul><ul><li>Dynamic business webs mean you can: </li></ul></ul><ul><ul><li>Create new products and services with enormous speed </li></ul></ul><ul><ul><li>Reach new customers and add new relationships easily </li></ul></ul><ul><ul><li>Change existing relationships dynamically and instantly </li></ul></ul><ul><ul><li>Engage in multiple e-business models simultaneously </li></ul></ul>
  37. 37. Consumers FRANCHISEES Catering Human Resource Sales & Marketing Manager Hotel Brand B2C site Corporate portal Third-party sites Third-party exchange PARTNERS Meeting Planners Corporate Buyers Tour Operators Agents CHAIN HQ Suppliers Hotel Business Web
  38. 38. Where Are We Now? % active implementation Time & investment Host Computing Network Computing Web Phase 1 Web Phase 2- transactions E-services 60% 80% 50% 5% >0.5% The Opportunity Gap
  39. 39. Implications <ul><ul><li>B2B = back to basics </li></ul></ul><ul><ul><li>Focus on your core competency, outsource the rest </li></ul></ul><ul><ul><li>Rethink the business model, not the BPR </li></ul></ul><ul><ul><li>Invest in the right “infrastructure” to enable you to </li></ul></ul><ul><ul><ul><li>Excel in customer service </li></ul></ul></ul><ul><ul><ul><li>Learn, adapt, innovate </li></ul></ul></ul><ul><ul><ul><li>Collaborate with partners </li></ul></ul></ul><ul><ul><ul><li>Automate </li></ul></ul></ul><ul><ul><li>The Future is C-Commerce! </li></ul></ul>
  40. 40. Dest i Corp Limited <ul><li>Positioning as the leading authority on C-commerce and Business Webs in the Tourism and Hospitality sector </li></ul><ul><li>E-services and Business Web enabler </li></ul><ul><li>Web Services provider </li></ul>

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