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Digital Transformation "Book of Dreams"

Digital Business Transformation Patterns for a Mobile-First, Cloud-First World.

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Digital Transformation "Book of Dreams"

  1. 1. Digital Business Transformation Patterns for a Mobile-First, Cloud-First World Microsoft Internal – 12/19/2014 The Digital Transformation “Book of Dreams”
  2. 2. 2 “At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.” – Satya Nadella
  3. 3. Imagine if… …you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime. …if your employees could efficiently collaborate to meet rapidly changing customer needs and desires. …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes. …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
  4. 4. Vision for Digital Transformation Imagine if you could… Keep up with your fast- moving customers, efficiently collaborating to anticipate and meet customer demands. Increase the flow of information across your entire business operations, better manage your resources, and keep your business processes synchronized across all boundaries. Expand the reach of your business using digital channels, anticipate customer needs, understand how your products are used, and quickly develop and improve products and services. Deliver personalized, rich, connected experiences in journeys your customers choose. Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
  5. 5. Business Drivers for Digital Transformation Focus Areas for Key ExecutivesBusiness Drivers Business Benefits Improved marketing and sales effectiveness Increased market share Improved perceived services Improved speed to market Increase sales, customer acquisition, retention, and satisfaction Better predict potential buyer and new product outcomes Increase design and engineering productivity Identify and implement manufacturing efficiencies Improve production output and quality Increasing customer demand for personalized experiences Increased disruption from use of new business models Faster pace of customer and market change Increasing pressure to deliver more value at a lower cost Increasing pressure to manage complex supply chain Reduction in operating costs
  6. 6. Digital Transformation Capability Model Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products Research and ideation Product development Product Launch Data-driven supply chain and logistics Digital equipment management Intelligent process and quality control Digital talent management and development Employee mobility Productivity and collaboration Tech-enabled employee engagement Digital advertising and CLM Customer data management and analytics Online and mobile commerce Tech-enabled stores Omni-channel experience delivery Digitized front line and back office operations Customer service automation
  7. 7. Capability Map Provide Strategy & Direction Market & Sell Products & Services Develop Products & Services Manage the Total Supply Chain Provide Customer Service Develop, Deploy, and Deliver the Customer Experience Collaborate with Customers to Design/Build Products Analyze Service Issues and Implement Process Improvements Measure and Report Service and product Quality Delivery Performance Assess Customer Satisfaction and Report Net Promoter Score Proactively Assure Product Satisfaction (Save Sales) Communicate with Customers via any communication channel Forecast Finished Goods and Raw Materials Plan Materials and Production Demand and Capacity Acquire Materials, Services, and Products Develop and Operate and/or Acquire Manufacturing Capacity Optimize Supply Chain Performance Assure Product and Service Quality Provide On-Site Assembly and Configuration Gather and analyze data to Identify Markets, Segment Customers, and Leverage the Customer Base Communicate the Brand Continually Adapt Product Packaging and Pricing Target Markets, Customers, and Segments and Execute Plans for Attraction, Acquisition, and Conversion Continually Assess Viability and Strategic Fit and Adapt the Development Portfolio Manage the Full Product Service Life Cycle Design and Prototype New Products Pilot New Products and Product Refinements Continually Improve Production Capacity and Performance Manage Iterative Release/Certification Processes Focus the Customer Value Proposition Collect, communicate, and Understand the Customer, Market, Competitive and Regulatory Environment Understand Customer Needs and Map to Strategic Direction Communicate and Manage to Goals and Measures Develop and Direct Risk Mitigation and Management Develop and Direct Lean/Continuous Improvement
  8. 8. Eco System Internal organization Distribution channelsSuppliers Partners API interfaces Include in company strategy as 2 ways (consume and expose) Include API into the product and service development considerations Explore opportunities Measure value Leverage a partnership eco-system Drive towards agile business strategy and business model Develop partner eco-system strategy Define the key topics (e.g. open innovations) Identify key strategies with clients Define the boundaries Agree on the reward and benefit sharing Measure value Agree on the omni-channel framework Define updated KPI Develop the integrated chain Measure value Agree on the business objectives and respective contributions Define the development models and benefit sharing Update the operational framework and objectives (interfaces) Refresh the supplier landscape Measure value Include consumer interactions Structure the organization to include the new approach Assess organization culture and implement management of change Assess skill and address gaps Update KPI, department and individual objectives to drive change Ensure continuity and coexistence of the two models 8 Include consumers interactions
  9. 9. Digital Transformation Approach Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
  10. 10. Engage Your Customers Digital Transformation Book of Dreams
  11. 11. Imagine if… …you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.
  12. 12. Pre-Purchase • Learning of products and store • Researching product online • Talking to sales associates at store • Use smartphone while at store to learn more Purchase • Ordering online • Purchasing product in store • Arranging payment • Tracking shipment Post-Purchase • Receiving customer service • Resolving problems anywhere • Providing ideas to store and manufacturers • Sharing experience with others Customer Experience Journey Map Digital Hotspots ? Learn of store and products Browse products on portal Review product ratings Make purchase Visit store to pick up item Shop at store Receive personalized assistance At store, use phone to find more info Quickly checkout Leave with item, pick up elsewhere, or ship Encounter problem Contact customer Service Resolve problem at store or online Receive custom offers Discuss satisfaction Give feedback to retailer and manufacturers Consider next products to buy
  13. 13. Pre-Purchase • Digital presence for products and store awareness • Omni channel purchase • Multi channel distribution and interactivity Purchase • Omni channel, multi device solution for purchase • Customer support • Arranging payment • Tracking shipment Post-Purchase • Social network presence and management • Receiving customer service • Resolving problems anywhere • Continuoud the experience • Developing eco-system • Product life cycle and organisations interlocks Customer Experience Journey Map 13 Digital Hotspots Browse on web stores Make purchase Select the experience Start using Multi channel personalized experience Encounter problem or a question Contact customer Service or raise satisfaction issues on- line Resolve problem at store or online Learn of product and services via social media Explore solutions on line Monitor performance of product anywhere, anytime and use for product roadmap Research online about product and service Secure Loyalty through offers Find and consult with an expert online or at brick & mortar c Proactive identification and information of of issues Share experience and ratings Enhancement, repeat or new purchase, powered by eco-system
  14. 14. Engage Your Customers Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Increased market share Improved brand value Improved marketing effectiveness and ROI Improved product/service quality Improved speed to market/innovation Increased revenue via cross-sell/up-sell Increased customer satisfaction and loyalty Reduced time to create and deploy campaigns Improved collaboration with partners Competitive pressure Rapidly changing customer and market trends Changing business model and cost control Overabundance of choice for customers Increasing customer demand for personalized experiences Mobile-first world Eroding customer loyalty Increase customer acquisition, retention, satisfaction, and loyalty Develop new revenue opportunities throughout modern customer journey Increase marketing agility and time-to-market Improve customer connection and personalized experiences Improve and monitor impact and effectiveness of marketing Increase customer and marketing insights Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees Optimize Your Operations
  15. 15. Engage Your Customers Understand and engage with customers to drive their buying decisions CMOCurrent State We have difficulty finding ways to maximize reach and deliver personalized experiences that resonate with our customers. Our customers are using more devices in more locations than ever before. Our lack of ongoing engagement with our customers is affecting their loyalty. We need to find interactive solutions that allow us to be a part of the moments that matter and modernize the customer experience. Desired Future State We engage with our customers in personalized and interactive ways, and deliver experiences and relevant content on any devices. We react to real-time insights about each customer. Our connection with each customer is inviting throughout the entire journey chosen by the customer We have the solutions to connect to customers in the moments that matter. We are always looking to… • Improve our marketing and sales effectiveness • Reduce the cost of gaining new customers and maintaining customer loyalty • Control our message in the market at all times and in all situations • Drive each customer to buy across a range of products through cross-selling and up-selling Scenario Narrative
  16. 16. Engage Your Customers • Improved marketing, sales, and service effectiveness • Increased market share • Improved product and service quality • Improved brand and shareholder satisfaction • Improved speed to market Benefits • Personalized marketing created with help of social listening analytics • Evaluate device usage to identify new marketing opportunities • Using customer analytics to connect customers with the most pertinent products and services • Personalizing mobile marketing Start • Restrict listening to only brand and not beyond (Competitors) • Restrict sharing sentiment analysis data throughout the organization Stop • Perform customer and market intelligence analysis • Develop and manage social media channels • Develop and manage promotional activities Continue Top-line Impact Enhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey. Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels. Move customers through the decision journeyMarket and sell products Conduct responsive, agile and effective campaigns Increase sales Offer desirable services Engage customers Customer 360 degree view Personalized experience Services to devices Telemetry, social, and market data Develop new offers Target marketing Adapt Campaigns Mass media Social media The web Devices Multiple channels Solution Storyboard
  17. 17. Engage Your Customers Sales Campaigns Contextual Offers (proximity, events, etc.) Sales, Marketing & Support Social Media Customer & Campaign Insights Conversational AI Sales and Support Next Best Offers Consistent Consumer Experience at every touchpoint Up/Cross Sell, Next Best Product, Service Videos of Products & Services Product Information More Personal Computing Customer Windows 10 Cortana In-Store Online (web, chat) Devices Digital Signage/ Kiosk Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Personalized Sales & Support Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStorm Azure SQL DB Notification Hubs Microsoft Social Engagement Technology Storyboard
  18. 18. Engage Your Customers Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management Social Computing Customer Relationship Management Business Intelligence Mobile Computing Media Services Web Site Automation Application Instrumentation Predictive and Prescriptive Analytics Integration of customer data into a cohesive view Develop relevant insights with real-time account data, news, social activity and connections Beacon and geographic based customer targeting Segment customers Marketing Web site creation and management Create engaging content and apps Create personalized offers from customer demographic insights Create proximity centric offers created based on customer location Track and optimize campaign effectiveness using machine learning Collaborate and coordinate with partners more effectively Create and deploy marketing campaign materials faster Increased revenue via up-sell and cross sell New Customer Acquisition Increased Customer Satisfaction, Trust, and Loyalty Faster Time to Impact Increased profit margin from higher value services Lower cost to advertise Improve Customer Experiences through Digital Marketing Improve marketing productivity Increase customer and marketing insights Increasing customer demand for exceptional experiences Increased Customer Churn Increasing competitive pressure Decreases in market and wallet share Increasing time-to- market pressure Increasing competitive use of technology Increased customer demand for personalization Benefits Dependency Network
  19. 19. Engage Your Customers Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Personalized solutions to meet each customer’s needs and desires. • Increased respect and relevance to the company leading to preferential treatment (loyalty programs) • Increased understanding of customer’s wants and needs • Increased brand recognition and recall • Increased customer engagement and loyalty • Increase technology innovations • Amplify the customer experience • Improve channel integration Time to Value • Geographic based offers provides awareness to customer and timeliness • Reduced time researching • Reduced time to sales conversion • Reduced time to increase customer awareness • Reduced time for offer/pricing experiment results • Rapid offer experimentation to test ideas. • Reduced time to gather, transform and process customer data • Reduced time to create, manage and deploy campaign sites Increase Revenue • Increased cross-sell/up-sell • Increased customer wallet share • Increased geographic proximity sale • Acquisition of new customers Decrease Cost • Loyalty based discounts • Improve satisfaction levels • Reduced capital expense • Reduced customer acquisition costs • Reduce cost of data analytics • Reduce cost of data acquisition, storage, and management • Reduced cost of creating, managing and deploying campaign sites Decrease Risk • Understanding what’s available with lower personal expense and avoiding a purchase made without full knowledge (i.e. research, etc.) • Reduced failure of new product and service offerings by leveraging insights about customer preferences • Increased automation, less risk for process failures Value Touchpoints
  20. 20. Engage Your Customers Continuously managing & measuring clear value levers, success factors, and performance measures Employee • Better brand expression • Increased ROI & impact • Deeper connection with customers • Increased job satisfaction • Increased Revenue & ROI • Lower Churn (Higher Loyalty) • Increased Satisfaction (Net Promoter Score, Fan Score, etc.) Operations • Reduced customer complaints • Simplified processes Customer • Richer and more engaging experiences • Better solutions to meet each customer’s needs and desires. • Increased awareness of new relevant products and services • Improved and consistent channel experience Engage Your Customers Business Outcomes/Results Value Realization Scorecard
  21. 21. Engage Your Customers Phase 2: Gain Insight • Determine customer journey and needs • Model and analyse data for customer patterns and insights • Collaborative and shared workspaces • Azure ML • Dynamics CRM • PowerBI • Office365 • ETL • Data Management • Data rationalization • Big Data • PowerBI Phase 1: Shared 360 degree view of customer • Gather internal and external data about customers from all marketing channels and partners • Enable gathering, storage, transforming, and distributing of Big Data • Provide a centralized data warehouse and accompanying data marts that aggregate data from systems across the enterprise for reporting and analysis purposes Time Value IT Projects Phase 3: Enable predictive experiences and offers • Predictive modelling for customers preferences and desires • Real-time business and customer analytics, predictive models • Customer specific offers driven by customer insights • Prescriptive analytics • Create engaging experiences and media • Azure ML • Data Modelling • Big Data • Universal Application • Azure Media Services • Better understand and serve customers • Improve business insight and workflow • Increase sales • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved Up/Cross Sell • Improved Customer/Fan Satisfaction • Improved Market/Wallet Share • Reduced Customer Churn Business Benefits Roadmap
  22. 22. Volvo is bringing digital elements of car buying to life to engage and inform customers, and to help them understand the features and options of the automobiles. Volvo Volvo is reimagining the car-buying experience Challenge Create a more immersive car-buying experience to help customers choose and configure a vehicle. Differentiate the Volvo brand, highlight innovation, and keep up with customer expectations. Results • Build reputation as an innovative and customer-focused company • Increased customer satisfaction • Increased sales, upsell and cross-sell • Fast time-to-market for more immersive experiences Strategy Volvo is using HoloLens to create an augmented reality interface for customers, helping them learn about and configure cars in three dimensions. HoloLens enables customers to digitally interact with their automobiles in more immersive experiences. “Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.” – Bjorn Annvall SVP Marketing, Sales, & Services Customer Story
  23. 23. As the leading sports franchise in the world, Real Madrid has more than 100 championships and a passionate fan base. But what the football club didn’t have was a way to directly engage with its 450 million global supporters. Real Madrid C.F. Improve fan engagement and experience Challenge Engage with fans in more personal ways to increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry. Results • One-to-one relationships with fans increases engagement • Targeted, customized marketing • Near-real-time campaigns • Transparent user interactions with content and advertising Strategy Implement a comprehensive platform- as-a-service solution to collect the data Real Madrid needs and to create personalized fan experiences and thrive “Using the Microsoft Cloud, we are building a way of understanding who our fans are, where they are, and what they want from us.” – José Ángel Sánchez, CEO, Real Madrid C.F. Customer Story
  24. 24. Metro Bank is focused on offering the best customer experience, how, when and where the customer wants it. The bank’s motto is "no stupid bank rules" and its focus is on bringing back traditional retail banking, supported by flexible technology. Metro Bank Leveraging technology to give people what they want Challenge Provide personalized customer service. Enable agile operations, applying best practices from one branch to all. Differentiate services and brand. Results • Reduced customer wait times • Improved consistency with every customer interaction • Streamlined systems create more time for customers • Ongoing connection with customers Strategy Use Microsoft Dynamics CRM, Office 365, and Azure capabilities to provide tools to employees for identifying and responding to problems before they affect the customer relationship. Enable employees to connect with experts and a vast knowledge base of answers. “We’ve embraced the software of a company that helps us treat people like people — Office 365, [Microsoft Dynamics] CRM, and Yammer from Microsoft. With the technology working for us, we can focus on the really important stuff.” — Paul Marriott-Clarke Commercial Director Metro Bank Customer Story
  25. 25. Jean Coutu Provide streamlined, personalized, responsive service to customers on any channel Challenge • Deliver more timely, meaningful, and efficient service to customers • Help store personnel be more active on the floor • Provide mobile point-of-sale in store Results • Enhanced customer service • Seamless shopping experience • Reduce waiting times • Platform for the future Strategy • Provide point-of-sale functionality to thousands of terminals and devices • Streamline supply, warehouse, and delivery of products to the franchise network • Enhance in store experiences for customers and employees Jean Coutu Group (JCG) is a large Canadian pharmacy that successfully balances the advantages of a large chain with a relentless focus on personalized service offered by a local personnel. ”As a franchiser, we’re responsive to the demands of our customers as well as our stores. Microsoft Dynamics for Retail offers the flexibility and the technology to meet those demands.” – Alain Boudreault Vice President and Chief Information Officer Customer Story
  26. 26. Engage Your Customers Products • Media Services • Power BI • Microsoft Social Engagement • Skype • Dynamics Marketing • Office 365 • CRM Online • Azure Storage • Azure SQL DB • HDInsight • Azure Machine Learning Products at a Glance
  27. 27. Empower Your Employees Digital Transformation Book of Dreams
  28. 28. Imagine if… …your employees could efficiently collaborate to meet rapidly changing customer needs and desires.
  29. 29. Empower Your Employees Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Improved product/service quality Improved ROI of IT projects, Improved speed to market/innovation Increased satisfaction of stakeholders ( BU Heads) Lower TCO for IT Accurate business reports and forecasts Reduced IT security threats Reduced time to create and deploy IT solutions Improved collaboration with employees Rapidly changing customer and market trends Market pressure Changing business model and cost control Too many IT options Increasing stakeholders/ customer demand for personalized experiences Actionable information required right now Mobile first world Improve Enterprise Agility to changing demands of business and market Develop new revenue opportunities Increase collaboration among employees Improve & simplify internal business processes Make organization more secure Increase customer and marketing insights Empower Your Employees Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Optimize Your Operations
  30. 30. Empower Your Employees 30 CIOCurrent State Our employees and teams have difficulty when collaborating on projects, making decisions, and planning work. We are unable to easily make use of the special skills and knowledge spread throughout our company. We have many isolated solutions that are not integrated in ways that support sharing information or moving our business forward. Desired Future State Our employees have the information and insight they need to optimize operations, provide excellent customer service, and increase our sales. We share our knowledge and quickly respond to business needs. We have optimized our workflows, marketing, and customer service using analytical tools and AI capabilities that provide us timely insight. The quality of our interactions with customers inspires trust and loyalty, and often results in additional sales. We are always looking to… • Improve our time to market, customer service, and business operations • Improve productivity of our employees • Provide the tools and insight employees need to make better decisions • Rapidly and collaboratively respond to business needs Making employees more productive, efficient, and satisfied Scenario Narrative
  31. 31. Organize work Evaluate, collaborate, plan Empower Your Employees Solution Storyboard • Faster time to impact • Improved productivity • Improved marketing agility and efficiency • Increase cross-sell / up-sell Benefits • Supporting smoother workflows and real-time collaboration • Enabling employees to work from anywhere, anytime • Providing employees with deeper customer insight and market awareness • Personalizing messages and offers Start • Spending so much time pulling together information • Losing sales opportunities from being unaware of customer needs • Long cycles for development and review of marketing materials Stop • Improving the customer experience • Winning and retaining customers • Improving our brand as an innovative and customer-centric company Continue Top-line Impact Rapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages. Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social marketing. Take action Gain insight from customer and market analysis Appointments Tasks Files Phone calls Organize work, schedule, priorities Share Talk Virtual Meeting Space Collaborate with other departments, manufacturers, retailers, and agencies Communicate Refine campaigns, develop new products, shift investments Solution Storyboard
  32. 32. Empower Your Employees Technology Storyboard Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Knowledge Capture & Sharing Conversational AI Productivity Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customers Partners Field Workforce Secure remote information usage, authoring & sharing Remote collaboration with employees & customers Status & Work Tracking Buildings, Plants & Equipment Product Usage Field Observations Peers More Personal Computing Microsoft Social Engagement Data Insights Employee Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
  33. 33. Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management Productivity Tools Internet of Things Mobile Computing Predictive and Prescriptive Analytics Culture of mobility and productivity ‘Outside in’ Thinking Culture of ‘Growth Mindset’ Leverage the best resources available anywhere Innovate based on customer and market insight Track and optimize business effectiveness More effectively collaborate with employees, customers and partners Be more agile in business processes Reduced time to market for products and services Reduced cost of operations Increased pace and culture of innovation Increased up/cross sell Improved productivity Agile Practices Drive operational decisions based on information Social Computing Improve quality of products and service Increasing demand for personalized experiences Increased Customer Churn Increasing competitive pressure Increasing time-to-market pressure Increasing competitive use of technology Increase customer satisfaction, and loyalty Create new digital experiences for customers Decreasing market and wallet share Ability to anticipate organizational needs Increase the agility and speed of innovation Using telemetry for decision making and product development Recruiting, motivating, and retaining employees Empower Your Employees Benefits Dependency Network
  34. 34. Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Increased customer satisfaction. • Ability to engage with the company anywhere at anytime • Improved responsiveness of interaction • Improved quality of interactions and products/services • Improved culture of productivity and innovation • Happier and more engaged workforce • Increased market relevance • Increased knowledge sharing across product development teams • Increased employee satisfaction to support increased customer satisfaction • Increase technology innovations • Improve channel integration Time to Value • Faster resolution of questions and issues • Faster awareness of new offers • Faster launches of new products • Faster exchange of ideas • Faster experimentation with new ideas • Increase agility in responding to new business needs (cloud time) • Automation reduces time to market • Movement from traditional waterfall IT development to agile delivery models Increase Revenue • Increased market and wallet share • Revenue from “first to market” and “best in class” products and services via increased innovation Decrease Cost • Better ROI on new products • Reduced cost of product development • Reduce customer acquisition costs • Optimized connectivity costs • Reduced cost for information management Decrease Risk • Reduce risk of failure for new product/service Empower Your Employees Value Touchpoints
  35. 35. Empower Your Employees Continuously managing & measuring clear value levers, success factors, and performance measures Employee • Faster time to market • Reduced effort • Reduced rework • Increased collaboration • Increased job satisfaction • Increased employee productivity and effectiveness • Increased pace of innovation and agility • Measurable impact and insight Operations • Decreased risk of errors or delays • Faster and more accurate response to issues Customer • Timeliness of information about products, services and offers Empower Your Employees Business Outcomes/Results Value Realization Scorecard
  36. 36. Empower Your Employees Phase 2: Mobile, agile product development productivity • Use data from in-market products, social networks, and analytics to uncover new opportunities and roadmap commitments. • Enable a leaner product development organization. • Address customer’s needs and wants into current and future designs. Phase 1: Connected people, teams, and products • Enable seamless idea sharing and collaborative development irrespective of location and time zone • Enable productivity across functional teams, geographical boundaries, and supplier organizations • Connect devices to IT systems as the first step Time Value Phase 3: Apply analytics • Gain insights from product sentiment and market trends • Support decision making, planning, product design, and customer connection. • Additive Manufacturing • Advanced Analytics • Design Computing in the Cloud • Collaboration and Communication • Embed IOT connectivity in target facilities/processes • Enhanced market insight into ideation • Accelerated innovation • Increased revenue from innovative “first to market” products • Increased employee productivity • Increase in knowledge sharing • Increased employee satisfaction • Increased return on innovation investment • Reduced cost of product development • Social Analytics • Telematics • Big Data IT ProjectsBusiness Benefits Journey Roadmap
  37. 37. Fameccanica is the leader in the development of machinery for manufacturing hygiene products, and operates hundreds of production lines all over the world. Fameccanica Transforming collaboration, knowledge sharing, and plant management. Challenge Provide customers the equipment, processes and tools to optimize operations. Enhance capacity to work in partnership with customers and suppliers. Continue distinguishing itself for its cutting edge technology and constant innovation. Results • Improved awareness of machine performance and plant operations • Timely collaboration anytime, anywhere. • Improved knowledge sharing and access to expertise Strategy Fameccanica created a ‘company collaboration network’ that facilitates the management of factories and manufacturing plants through the collection, exchange, distribution and use of ordered information. The solution, called “Easy Life,” that brought together Fameccanica’s technologies, Azure cloud services, and Office 365. Customer Story
  38. 38. Henkel Challenge • To support the speed and agility necessary for international marketing and product launches • To keep the innovation pipeline filled for products in different markets • Enable easy communication and collaboration among research and development, packaging, the supply chain, and marketing teams Results • Improved communication and decision making throughout the company • Improved collaboration between R&D, purchasing, packaging, marketing, and finance • Reduced time to bring a product from initial idea to market Strategy • Using Azure, Henkel brings employees, data, and partners together by enabling collaboration from nearly any location and device • With Office 365, all employees have a modern productivity solution, and brand managers can work across borders and departments, as well as with outside agencies Henkel modernized its workplace, to enable collaboration and improve productivity throughout the company, as well as with retailers, agencies, manufacturers, and partners. “We have improved our way of working by using Office 365 to simplify communications and collaboration. And even the time we need to bring a product from the first idea to market can potentially be reduced.” – Clemence Alberti, Junior Brand Manager for Body Care, Henkel Customer Story
  39. 39. United Breweries Limited Brewing Up Success with an Enterprise Social Network Challenge United Breweries needed to better connect experts and enable knowledge sharing throughout a large and complex manufacturing network. Results • A forum to unite a far-flung, multilingual workforce • New ways to tap into collective wisdom • Increased productivity • Agile adaptation to business challenges • A network for growth Strategy • It began with the rollout of Office 365 applications like SharePoint for sharing documents, files, and templates; and Lync, which was used for phone conferences, media sharing, and e-learning. • United Breweries implemented a social networking platform to provide social networking capabilities. Currently headquartered in Bangalore, India, erstwhile United Breweries Limited began in 1915 with five breweries. Today it has 1,300 executives operating out of 46 plus locations. The beverages they produce are popular both domestically and internationally, especially the flagship Kingfisher brand. ”We’re growing so rapidly that for us to be able to provide a common feel for the United Breweries brand and a consistent experience for employees throughout their lifecycle in our organization, we need a powerful and engaging communications platform.” – Manmohan S Kalsy Executive Vice President of Human Resources Customer Story
  40. 40. Eni S.p.A. is a multinational energy company that produces, transports, and markets oil and gas worldwide. It also operates in the electricity generation and sale, petrochemicals, oilfield services construction and engineering industries. Eni S.p.A. Enhancing accessibility of knowledge and ease of collaboration Challenge Create a knowledge management system for exploration and production to gather, store, and share expertise on a global scale. Results • Created an environment that maximizes knowledge creation, sharing, capture, and collaboration • Enhanced information structure and accessibility throughout the entire knowledge management life cycle • Supports approval and validation processes for structured knowledge Strategy Eni overhauled its legacy platform in the Exploration & Production division, migrated all its previous documents and information repositories, deployed collaboration and sharing solutions, and created new and improved knowledge management procedures. “The tacit knowledge of people, the result of their experiences, is the factor which most often allows for the resolution of problems deriving from a multiplicity of uncontrollable variables affecting our processes.” Luigi Salvador - Chief Knowledge Officer, Eni Exploration and Production Customer Story
  41. 41. Empower Your Employees Products • CRM Online • SharePoint • Skype • Dynamics AX • Azure Files • Stream Analytics • HD Storm • Azure Storage • Azure SQL DB • Data Factory • HD Insight • Azure Machine Learning • Power BI Products at a Glance
  42. 42. Optimize Your Operations Digital Transformation Book of Dreams
  43. 43. Imagine if… …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.
  44. 44. Optimize Your Operations Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Optimize Your Operations Resource Management Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Operations cost optimization Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment and workforce Agile workforce with better mobility Real-time updates for equipment Engage Your Customers Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees
  45. 45. Optimize Your Operations Operations ManagerCurrent State Our supply chain is constantly evolving and currently fragmented. There is lack of coordination between the shop floor and the warehouse on inventory levels, orders booked, goods in transit. We don’t have strong integration within our supply chains to speed up processes and make operations leaner. When equipment problems arise, production drops, shipping is affected, and our storage facilities are not optimally stocked. Desired Future State By modernizing our manufacturing systems, collaboration platforms, and interconnecting devices, we have increased the flow of information across our entire business operations, and enhanced our interaction with partners. Our business processes are always synchronized, and can even anticipate trends by examining historical data about production and distribution. We can track and trace the full supply chain path of our products, collaborating in real time across multiple sites and the entire supply chain. When necessary, we can realign the efforts of the entire manufacturing ecosystem and manage our resources with agility. I am always looking to… • Know supply chain, inventory, and production status along our manufacturing chain • Provide all participants in the manufacturing and supply chain timely information when and where they need it • Quickly respond to bottlenecks or breaks in our processes • Identify current production problems and anticipate future challenges Optimize operations and reduce costs Scenario Narrative
  46. 46. Optimize Your Operations Automation suppliers and OEM manufacturingManufacturing in the value chain Reduce waste and increase parts availability <> • Reduce unplanned downtime • Reduce maintenance costs (T&E, on site supplier contracts, labor, inventory) • Improve equipment longevity • Improve employee skill and satisfaction Benefits • Empower maintenance crew to make decisions • Share same views with operators, technicians and manufacturing managers • Machine data driven maintenance Start • Schedule regular maintenance • React to breakdowns : be data proactive • Exclude all but maintenance techs • “Black Box” mindset Stop • Grow expertise within • Decentralized maintenance approach • Empower operators and in house techs • Share data with all involved Continue Manufacturing Management and Suppliers Automation Suppliers Production ScheduleMaintenance Schedule Real Time connection to manufacturing management, suppliers, and maintenance crew Productivity Up Modern Automation Sensors Telemetry Maintenance Crew Maintenance Planning Automation Suppliers Manufacturing Management Shared View Across Value Chain Cost Down Satisfied Employees Optimized Scheduling Maintenance Crew Legacy IOTApplications IP capable devices Low power devices Sensors Telemetry Legacy Automation Solution Storyboard
  47. 47. Optimize Your Operations Technology Storyboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Buildings, Plants & Equipment Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customer Service Sales Product Design W10 Cortana Rep Online Devices Signage Customers Microsoft Social Engagement Manager Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
  48. 48. Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Internet of Things Machine Learning Cloud services Advanced Analytics Enterprise Mobility/ Mobility solutions Communication and Collaboration Increase instrumentation and monitoring Collect, Store and analyse data from sensors on equipment and smart devices Develop Omni-channel communication and collaboration among field operators, Service providers and experts Connect multiple plants and aggregate operational data Build Data Science or Analytics COE Global dashboards for real time manufacturing monitoring and response Priority focus on safety and regulation Proactive service collaboration across plant facilities, partners and vendors for faster response to issues Collect, analyse and monitor risk reporting and performance metrics Richer collaboration amongst various stakeholders Production loss avoidance Reduction of inventory cost Improved health and safety Operations cost optimization Proactive resource planning Better utilization of equipment Improved Knowledge sharing Agile workforce with better mobility Global Visibility of All Facilities Optimize production equipment Operational excellence Improved Safety and Compliance Improved Knowledge Sharing and Transfer Improved Productivity and resource management Economic Slowdown in developed economies Complex Network of Global Facilities Pressure to lower costs through manufacturing process efficiencies Volatile energy Costs Increasing safety regulations Scarcity of skilled labor Increased pressure to manage complex supply chain Stricter Regulations Optimize Your Operations Benefits Dependency Network
  49. 49. Optimize Your Operations Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Better expectations for product delivery and quality • High quality autonomous products • Global oversight of manufacturing operations • Predict and adapt to changing supply, labor and manufacturing availability • Streamline inventory and warehouse management operations • Selling insights to partners and competitors • Better analytic capability • Allow sustainable and robust connection to partners across boundaries • Migration from costly legacy systems to pay per use cloud systems Time to Value • On-time delivery • Faster problem identification • Faster time to resolution Increase Revenue • Revenue from new customers • Revenue from repeat customers • Revenue from better brand positioning • Selling insights to partners and competitors • Better utilization of manufacturing capability Decrease Cost • Reduction in manufacturing defects in products • Avoid unplanned downtime and outage costs • Reduction in facilities management costs • Reduction in field operations costs • Reduction in maintenance costs • Reduction in cancelled orders • Reduced cost of operations • Reduced cost of information sharing Decrease Risk • Reduce risk of delivery failure, lack of product or service outage • Global operational view supports identifying problems before they escalate Option value • Trust in service Value Touchpoints
  50. 50. Optimize Your Operations Continuously managing & measuring clear value levers, success factors, and performance measures • Increase sales and contribution margin • Reduced maintenance costs • Reduced inventory investment • Improved resource management Optimize Your Operations Business Outcomes/Results Innovation • Monetization of data about usage and uptime Customer • Product availability • Lost sales • Lead time to order • Higher Customer Satisfaction Employee • Increased job satisfaction • Better training, knowledge management, mobility, and collaboration • Scheduling efficiency Brand • Increased brand awareness • Increased brand value • Improved brand image Value Realization Scorecard
  51. 51. Optimize Your Operations • Dashboard and visualization • Analytics & Business Intelligence • Reporting and Dashboard • Cloud design • Mobile deployment • Unified communications and messaging • Identity and access management • Embed IOT connectivity in target equipments • Media sharing and virtual presence • Reduce T&E • Reduce training and certification costs Value IT Projects • Dashboard optimization • Big data • Advanced Analytics • Reduce unplanned downtime • Reduce data modelling costs • Reduce IT hosting and storage infrastructure costs Business Benefits • Lower cost of maintenance • Eliminate expensive 3rd party contracts • Impart technical ability to workforce Time Phase 2: Integrate telemetry and telecommunication • Identify applicable analytics capabilities and tools • Enable machine learning and IOT integration • Integrate legacy and modern automation, telemetry and machine learning in unified reporting and dashboard services Phase 1: Establish Omni-channel communication with Customers, Service providers and equipment manufacturers • Enable mobility and access rights, with media content and communication solution • Embed IOT connectivity in target equipment • Promote culture of remote interaction and decentralised control Phase 3: Optimize and Enhance analytics and mobility capabilities • Continuously improve collaboration by imparting mobility and advanced analytics capabilities • Decentralize controls Journey Roadmap
  52. 52. Dartmouth Hitchcock is innovating to create a sustainable health system and improve the lives of people and communities they serve. Dartmouth Hitchcock Revolutionizing health care with personalized care and provider collaboration Challenge Give employees a new view into trends and insights, and tools to act on them more effectively. Enable care teams to coordinate care for individuals and communities. Create a foundation for a proactive health system that keeps people healthy, improves care, and reduces admissions. Results • Increased provider productivity • Improved patient outcomes • Patient satisfaction • Reduced costs Strategy To create ever-present health care, Dartmouth Hitchcock created a cloud- based system in which nurses and health coaches track and respond to an individual’s health status in real time. The system, called ImagineCare, is built on Microsoft technology for machine learning, big data storage and processing, and perceptual intelligence, including Cortana Analytics. “With Cortana Analytics Suite and Microsoft Dynamics, we’re transforming the way health care is delivered today, improving patient outcomes, reducing costs, and offering an unprecedented level of personalized care.” – Ethan M. Berke, MD, MPH Medical Director, Clinical Design and Innovation Customer Story
  53. 53. Fujitsu Bringing innovative operational excellence to manufacturing Fujitsu is the leading Japanese information and communication technology company offering a full range of technology products, solutions and services to customers in over 100 countries. ”Leveraging the Fujitsu Eco-Management Dashboard solution alongside Microsoft Azure and the Fujitsu IoT/M2M platform, we are able to deliver real-time visualization of the engineering process for big data analytics to improve the entire production process and inform decision-making” – Hiroyuki Sakai Corporate Executive Officer, Executive Vice President, Head of Global Marketing at Fujitsu Limited Challenge Fujitsu needed to optimize processing by both machines and humans in a way that could enable managers, engineers and scientists to improve product quality, streamline systems, and enhance functionality while reducing costs. Results • Operational excellence • Reduced energy costs • Higher quality products • Enhanced functionality • Greater productivity Strategy Fujitsu brought together its Eco- Management Dashboard and IoT/M2M platform with Microsoft cloud services and Windows tablets to enable managers, engineers and scientists to simultaneously manage product quality, process efficiency, and equipment performance. Customer Story
  54. 54. Ecolab Helping worldwide industries tackle water scarcity Ecolab is a leading global provider of water, hygiene, and energy technologies and services. “Suddenly, complexity and size are no longer barriers…We can now harness the power of this platform to serve many more customers, measuring many more flows at many more plants than we could even conceive of in the past.” – Christophe Beck President, Nalco Water, an Ecolab company Challenge To help customers reduce water usage, Ecolab must capture and analyze real- time information from thousands of sensors in thousands of plants around the world. As Ecolab grows their business, they need a way to deliver water management solutions on a much larger scale and at a much deeper level, and to demonstrate value to customers. Results • Reduced water usage by customers • Improved insight about customer processes and performance • Improved customer engagement and guidance • Scalability to meet growing business needs Strategy Using the Azure cloud computing platform and advanced analytical capabilities, Ecolab helps customers improve production processes and better understand value. Ecolab employees around the world use Microsoft productivity tools to collaborate and take action based on insight, and support field activities. 54 Customer Story
  55. 55. Saudi Airlines Saudi introduces self-service insights solution to increase operational efficiencies As the largest airline in the Middle East, Saudi Airlines offers flights to over 90 destinations, with global operations and more than 40,000 employees. Challenge Saudi Airlines needed a consolidated approach to critical business information spanning multiple systems across functions, necessitating a data warehouse and business intelligence solution for an integrated view across operations. Results • Increased operational efficiencies by 2% • Enabled self-service insights for executives with intuitive reports and dashboards • Anticipated millions in savings Strategy Create an Azure-based solution to provide real-time, self-service insight and enable executives to make more timely business decisions. Customer Story
  56. 56. Optimize Your Operations Products • Skype • Office365 • SharePoint • HD Storm • HD Insight • Azure Machine Learning • Microsoft Social Engagement • Stream Analytics • Azure SQL DB • Azure Storage • Dynamics AX Products at a Glance
  57. 57. Transform Your Products Digital Transformation Book of Dreams
  58. 58. Product Transformation Approach People Experiences Design Thinking Inclusive Design Customer • Get Oriented • Frame • Ideate • Prototype • Optimize Inclusive Design Method & Thinking Telemetry Gather Data Data • App Telemetry • Sensor Telemetry • People Telemetry • Business Telemetry App Insights Azure IoT Band & Windows Visualization Understand Knowledge • Prototype & test • Visualize Data • Context from usage data • Feedback Power BI Microsoft Graph Analyze Gain Insight Insight • Understand User Needs • Understand Product Use • Predict future failures Cortana Intelligence Delve Analytics Action Innovate Productive Use • Recommend Knowledge • Provide Context • Pre-empt future needs • Act on behalf Personal Assistant Bots Cognitive Services
  59. 59. Business Model Innovation Frame What are your goals? Where’s the impact? What should change? Can we increase demand? • Serve a different set of customers (convert the non-customers) • Create new Value Propositions for customers (pains/gains) • Improve sales and marketing (improve the brand) • Understand better what’s missing in the market (find the whitespace) • Improve the quality of existing products Customer Experience Transformation Digital Optimization & Efficiency Can we deliver cheaper or more efficiently? • Improve supplier effectiveness • Improve operational efficiency • Improve employee productivity Value Prop Customer Segments Channels Products & Services Revenue Streams Value Chain Business Impact Frame • Strategic Alignment • Business process change • Modernize architect (enable agile, etc.) • Direct payback • Reduce Risk IT Value Frame • Accelerate time to market • Increase Coverage • Recession proofing • More agility • Reduce Unit Cost  Revenue  Quality  Cost  Risk T (Accelerate Business) 1 2 3
  60. 60. Imagine if… …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
  61. 61. Transform Your Products Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Transform Your Products Field Crew Efficiency Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Reduced time to market Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment Agile workforce with better mobility Real-time updates for equipment Scenario Chain Engage Your Customers Empower Your Employees Optimize Your Operations
  62. 62. Transform Your Products Provide profitable services to customers, upgrade devices, and identify new offerings CEOCurrent State We’re not able to create personal connections with our customers, and we have difficulty serving our customers segments anywhere, anytime. We are earning less from our product sales and need to create new sources of revenue. We don’t have a good understanding of how our customers use our products or what services they need. We have long cycles for product development and we frequently have cost overruns. Desired Future State We have an on-going, personal connection with our customers, and provide them with personalized experiences. We keep up with our customers’ needs and desires, understand how they use our products, and anticipate their needs. We quickly develop products and services that fit our customers’ lifestyles and interests. We are expanding the reach of our business and targeting new customer segments. We are always looking to… • Generate increasing revenue • Develop products and services that fit our customers • Create personalized experiences for our customers • Enlarge our customer base Scenario Narrative
  63. 63. Collaborative Development and Validation Transform Your Products Solution Storyboard Collective and Insightful Ideation Innovative Products and Fast Time to Market • Revenue from new, first to market, and innovative products • Shortened development cycle for new products • Lower product development cost • Improved design robustness Benefits • Using collective and collaborative brain power of employees around the world • Accelerate innovation • Promoting and encouraging virtual product development behaviors and techniques • Using insight tools like Microsoft Social Listening Start • Costly, in person product development activities • Culture of “won’t believe it until I touch and feel it” • Relying on end solutions and conventional wasteful activities • Expensive physical builds and validation of prototypes Stop • Using collective brainpower • Real time idea generation/selection • Virtual concept development • Continuously seeking customer feedback Continue Top-line Impact Innovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain. Customers Social Listening IoT and Telemetry Global design and Engineering Suppliers and OEM Teams Virtual Testing Predictive Design Prove out Concept Development Fast to market Satisfied customers Cost effective Robust Designs Use insight about product use, customers, and trends to quickly develop new offerings
  64. 64. Transform Your Products Technology Storyboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry W10 Cortana Rep Online Devices Signage Customers Customer Service Sales Product Design Workforce Insights Customer experience insights Weather & Environmental ProductTelemetry Product Designer Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens Microsoft Social Engagement
  65. 65. Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Increase design and engineering productivity Increase customer satisfaction, retention and value Create new business models for the digital era Adhere to increasing regulations Design highly differentiated, relevant products based on insights and innovative thinking Rapidly experiment with new business models and measure the impact before committing Optimize product development processes for collaboration and agility Continually improve experience to increase customer satisfaction, retention and value Use analytics and machine learning to identify new opportunities Analyze customer experience data from partners and social networks Analyze real-time product usage telemetry for advanced decision making and visibility Competitive pressure Stay ahead of changing customer and market trends Connect with customer Pressure to lower costs through manufacturing process efficiencies Green manufacturing Tightening safety regulations Increased pressure to manage complex supply chain Internet of Things Customer Relationship Management Collaboration and Information Management Mobile & Social Computing Big Data Connect design teams globally and collaborate on common goals to seek optimized solutions Improved products and services Increase revenue from innovative “first to market” options and services Increase in knowledge sharing Reduce cost of product development Advanced Analytics Transform Your Products Benefits Dependency Network
  66. 66. Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Improved adoption and usage of products • Increased discounts and promotional feeds from partners and programs • Increased brand recognition and recall • New customer acquisition and retention • Higher customer satisfaction • Increased customer engagement and brand loyalty • Improved data processing scalability • Improved data modeling capability • Improved analytical capabilities Time to Value • Reliable connection to partners and suppliers • Improve speed to market/innovation • Shortened development cycle • Increased agility in responding to new business needs (cloud time) • Sustained relevance of IT in manufacturing Increase Revenue • Increased resale value • Increased value from differentiated offerings • Increase revenue from innovative “first to market” options and services • Repeat sales from satisfied customers • Increased market share • Increase in ancillary revenue Decrease Cost • Reduced maintenance costs • Reduce cost of product development • Reduce cost of prototyping, physical modeling, and testing • Reduced cost of data management and storage • Reduced cost of data acquisition • Optimized connectivity costs • Reduced cost of data analytics Decrease Risk • Significant reduction in likelihood of safety incidents • Increased knowledge sharing across product development teams • Unlimited ability to run virtual reliability and robustness cycles in the cloud Option value Transform Your Products Value Touchpoints
  67. 67. Continuously managing & measuring clear value levers, success factors, and performance measures • Improve speed to market/innovation • Reduce Failure of Acceptance • Uptake of supplemental services (add on services, etc.) • Reduce cost of product development • Decrease in need for on-site or service-center remediation • Increase in knowledge sharing • Reduced cost of prototyping, physical modeling, and testing Transform Your Products Business Outcomes/Results People • Increase time spent engineering and less time on non value added tasks • Seamless idea sharing and collaborative development between individuals and teams Innovation • Enhanced market insight into ideation • Faster time to market • Increased return on innovation investment • Lower environmental impact and pioneer innovation design solutions Brand • Improved brand perception • Improved market penetration • Retention of existing customers (reduced churn) • Increased customer satisfaction with products/services Culture • Increase in employee productivity • Accelerate innovation • Integrated design for environmental compliance Transform Your Products Value Realization Scorecard
  68. 68. Transform Your Products Phase 2: Experiment and Measure the impact • Create new engaging experiences for customers through apps and devices that improve daily life, productivity and increase well being. • Experiment with new business models by creating value for customers in new ways while attempting to capture some of the value created. • Identify and measure customer’s needs and wants from current and predict the value and acceptance of future designs Phase 1: Understand Your Customer • Gather data about in-market and future market customers, products and markets from all channels and partners (not just ‘our products/customers’) • Enable centralized analytics capability for analytics and reporting purposes • Use data from in-market and adjacent products, social networks, and analytics to uncover new opportunities and roadmap commitments Time Value Phase 3: Optimize Value Delivery & Value Capture • Mange customer and partner interaction, purchase, service & payment history • Implement context-aware systems that proactively detect and notify other devices and systems of problems along the value chain • Redesign processes and workflows to increase efficiencies • Modern Applications • App, System & Human Telemetry • Advanced Analytics • Mobility • IoT • ETL • Data Management • Data rationalization • Big Data • PowerBI • Deliver engaging & transformative customer experiences • Acquire new customers • Monetize existing assets • New sources of revenue • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved operational insight • Lower operational costs • Less unplanned downtime • Supply Chain Analytics • Machine learning • Predictive & Prescriptive Analytics • Reporting and Dashboard • Notifications IT ProjectsBusiness Benefits Roadmap
  69. 69. Rolls-Royce provides engines to nearly 13,000 commercial aircraft in service around the world. For two decades, Rolls-Royce has provided limited, but valuable services, extending comprehensive maintenance services to airlines using its engines. Rolls-Royce Transforming products and services to support new business models, and disrupting the airline industry Challenge Flight delays are disruptive and costly for passengers and freight, and have a very large impact on airlines. Rolls- Royce aims to minimize the cost and disruption of airline maintenance, and to expand the services it offers to develop new revenue streams. Results • Minimize cost and disruption of flights. • Enable airlines to achieve safer, more efficient, and more profitable operations. • Increase revenue through new business models and compelling services. Strategy To better serve customers, Rolls-Royce is leveraging Azure to transform the way it uses data. Rolls-Royce collects and aggregates a very large amount of data from many locations, and uses analytical tools and models to predict maintenance needs. To help customers understand the data and make better decisions, the Rolls-Royce solution provides dashboards and visualization. “By working with Microsoft we can really transform our digital services, supporting customers right across engine-related aircraft operations to make a real difference to performance.” – Tom Palmer, Senior Vice President Services, Civil Aerospace, Customer Story
  70. 70. Optoplexia was founded by Swedish researchers to help schools identify students at risk for dyslexia earlier than is possible with current screening methods. Optolexia Early screening for dyslexia with eye-tracking, cloud-based tool Challenge Create a portable tool that is fast, easy- to-use, scalable, and indicates when early intervention is necessary to treat dyslexia. Results • Early identification of students at risk for dyslexia • Early intervention and treatment • Higher accuracy and reduced costs of screening • Scalable platform to enable screening for other diseases and conditions Strategy Using the Azure platform, analytics, and machine learning, Optoplexia built a portable screening tool to easily assess children for dyslexia. The solution sends data from eye- tracking equipment to the Azure cloud, where an analysis engine based on Azure Machine Learning evaluates the data against a large repository of eye- tracking data. “The flexibility and ease of use of the Azure Machine Learning analytics platform makes it a perfect foundation for expanding our existing solution into new areas.” – Fredrik Wetterhall Chief Executive Officer Customer Story
  71. 71. ABB is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. ABB is now expanding its infrastructure to enter the market for vehicle charging. ABB Developing innovative products and services to meet customer demand Challenge ABB needs to innovate quickly to provide the equipment and value-added services needed to take an early lead in the vehicle charging market. As part of innovating improved equipment and services, ABB needs to gather and analyze telemetry and customer behavior. Results • Innovative and scalable products and services • Digital transformation of electric vehicle infrastructure • Agility to quickly improve existing features and develop new features. Strategy ABB is developing charging equipment and stations using detailed data and new insight from stations, equipment, and customers. ABB equipment will be connected to Azure and take advantage of the machine learning and predictive analytics that Azure supports. "This partnership gives us the solutions, scalability and global agility to support expanding demand for EV charging infrastructure in the world’s major automotive markets, which is a key focus of our Next Level growth strategy.” – Pekka Tiitinen President Discrete Automation and Motion Division Customer Story
  72. 72. Japan Airlines operations include international and domestic passenger and cargo services to 220 destinations in 35 countries worldwide. The group has a fleet of 279 aircraft, and transport millions of passengers each year. Japan Airlines Leveraging new technologies to drive innovation in business operations and customer service Challenge Support safe operations of flights Increase productivity of mechanics Improve quality of flight training and maintenance Build brand and innovate in operations and customer service Results • Improve training and quality of performance for maintenance crews • Enable supplementary training for flight crews, and trainees seeking promotion to copilot status • Optimize operations Strategy Using the Microsoft HoloLens, users can see a version of a plane's engine and other equipment placed in the real world. Users can manipulate equipment, find specific parts, and simulate cockpit layouts and operations as though sitting in the cockpit seat. Japan Airlines is also adopting Microsoft’s Surface Hub to streamline their development processes. Customer Story
  73. 73. The Lotus F1 car is constantly evolving, with most of the components having limited life spans. The parts team is in perpetual motion, making improvements to parts within each season, and even between races. “We tied Dynamics AX in with everything from design release to consumption of parts on the car at the track, this included project-based manufacturing and design engineering– the production of the car.” – Thomas Mayer COO, Lotus F1 Team Lotus F1 Insight and collaboration enable rapid advances in technology, design, and production Challenge Need better insight and collaboration to stay in constant motion and support the rapid pace of technological changes in the Formula 1 sport. Results • Increased agility when developing and integrating design changes • Improved sharing of information • Increased cost awareness at all levels • Support just-in-time manufacturing with improved insight into parts lifecycle Strategy The Lotus team leverages data coming from the car telemetry system, and using predictive analytics and machine learning, apply the insight to quickly and collaboratively innovate and produce better components. Customer Story
  74. 74. Transform Your Products Products • PowerBI • Skype • Microsoft Social Engagement • CRM Online • Office 365 • Media Services • Azure CDN • SharePoint • Azure Machine Learning • Stream Analytics • Azure SQL DB • Azure Storage • HD Storm • HD Insight Products at a Glance

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