What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
Customer Service Analytics - Make Sense of All Your Data.pptx
Enabling Business Excellence Through Effective EIM
1. Enabling Business Excellence
Through Effective Enterprise Information Management
By
Dr. Hayfa Bu Hazzaa, DBA. Eng. Alaa Mahjoub, M.Sc. Eng.
Abu Dhabi, UAE
e-mail: ahmam1@emirates.net.ae
LinkedIn: https://ae.linkedin.com/in/Alaa-Mahjoub
e-mail: hafoof74@yahoo.com
LinkedIn: Dr. Hayfa Bu Hazzaa | LinkedIn
April 2021
2. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
3. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
4. Business Excellence (BE) is described as …
… outstanding practices in managing the organization and
achieving results, all based on a set of fundamental concepts or
values. These practices have evolved into models for how a
world class organisation should operate.1
What Is Business Excellence
1 … Based on the European Foundation for Quality Management (EFQM) Definition
5. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
6. Stakeholder Perceptions Results
Strategic and Operational
Performance Results
Results
Business Excellence Dimensions 2
Driving
Performance
and
Transformation
Creating
Sustainable
Value
Engaging
Stakeholders
Direction Setting
Steering Organization Culture
Defining Purpose and Vision; and
Developing Strategy
Execution
2 … Based on the EFQM Excellence Model 2019
7. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
8. A data model is …
.. an abstract model that organizes elements of data and
standardizes how they relate to one another and to the properties of
real-world entities.
A conceptual-level data model is the highest level of the data model,
and is sometimes called entity-relationship model (ER model)
Business Entity 1 Business Entity 2
LDC Symbol
(Crow's Foot notation)
LDS Relationship Cardinality
One to One Relationship
One to Many Relationship
Many to Many Relationship
A word About Data Models
Relationship
Crow's Foot notation
for representing the Relationships between Business Entities
9. Radar
Element (3)
RADAR
Attribute (4)
Direction
Criterion Part
(5+4 =9)
Direction
Criteria (2)
Excellence Model
Dimension
RADAR
Attribute (6)
Radar
Element (3)
Execution
Criterion Part
(5+4+5 =14)
Execution
Criteria (3)
Result
Criterian (2)
RADAR
Attribute (6)
Radar
Element (2)
Has Has Has
Excellence Model Logical Data Structure
Business Excellence Data Model
Has Has
Tracked Against
Tracked Against
Measured Through Measured Through
10. 1. Drive Performance and Manage Risk
2. Transform the Organisation for the Future
3. Drive Innovation and Utilise Technology
4. Leverage Data, Information and Knowledge
5. Manage Assets & Resources
1. Engaging Stakeholders
2. Creating Sustainable Value
3. Driving Performance & Transformation
1. Approaches
2. Deployment
3. Assessment & Refinement
1. Sound
2. Aligned
3. Implemented
4. Flexible
5. Evaluated & Understood
6. Learn & Improve
Excellence Model
Dimension
Radar Element
(3)
RADAR
Attribute (6)
Execution
Criteria (3)
Has
Business Excellence Data Model - Example
Execution
Criterion Part
(5+4+5 =14)
Has
Measured Through
Has
Tracked
Against
Measured
Through
Tracked
Against
11. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
12. Has Has Has
Delivered Through
Mission
Strength Person
Objectives
Translated
into
Addressed by
Contributes in
Has
Initiative
Organization
Strategy
Realized
Through
Process
Policy Plan
Key Performance
Indicator (KPI)
Tracked
Against
Tracked
Against
Realized
Through
Vision
KPI/Radar
Attribute
Link
Enterprise Performance Management Logical Data Structure
Gap
Business Excellence and Corporate Performance
Management
Radar
Element (3)
RADAR
Attribute (4)
Direction
Criterion Part
(5+4 =9)
Direction
Criteria (2)
Excellence Model
Dimension
RADAR
Attribute (6)
Radar
Element (3)
Execution
Criterion Part
(5+4+5 =14)
Execution
Criteria (3)
Result Criteria
(2)
RADAR
Attribute (6)
Radar
Element (2)
Has Has Has
Excellence Model Logical Data Structure
Has Has
Has Has Has
Tracked Against
Tracked Against
13. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
14. What Is Enterprise Information Management
Enterprise information management (EIM) is …
… an integrative discipline for structuring, describing and
governing information assets across organizational and
technological boundaries to improve efficiency, promote
transparency and enable business insight 3.
3 … Gartner’s IT Glossary
15. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
16. Enterprise Information Management Dimensions 4
4 … Based on Hayfa Bu Hazzaa, The impact of enterprise information management capability on sustainable competitive
advantage, 2018
Metadata
Machine
Data
Social
Data
Content
Analytic
Data
Operational
Data
Master
Data
EIM Framework
Vision
Strategy
Metrics
Information governance
Organization and roles
Information life cycle
Enabling infrastructure EIM Domains
Data Warehousing
Master Data
Management
Metadata
Management
Enterprise Content
Management
Business
Intelligence
Real-time
Operational
Intelligence
Big Data Analytics
DS,AI & ML based
Analytics
Corporate
Performance
Management
EIM Initiatives
17. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
18. Enterprise Information Management Data Model
Includes
Has
Person
Organization
Has
EIM Building Block
Information
Asset
EIM Initiative
Information
Object
Use
Use
Use
Has
Is Derived
from
EIM
Information Domain
EIM Framework
Has
Has
19. Enterprise Information Management Data Model
Includes
Has
Person
Organization
Has
EIM Building Block
Information
Asset
EIM Initiative
Information
Object
Use
Use
Use
Has
Is Derived
from
EIM
Information Domain
EIM Framework
Has
Has
Vision
Strategy
Metrics
Information governance
Organization and roles,…, etc.
Data Warehousing
A data warehousing initiative (for example) should address all the EIM building blocks
20. Enterprise Information Management Data Model
Includes
Has
Person
Organization
Has
EIM Building Block
Information
Asset
EIM Initiative
Information
Object
Use
Use
Use
Has
Is Derived
from
EIM
Information Domain
EIM Framework
Has
Has
Data Warehouse
Master Data Management
Metadata Management
Enterprise Content
Management
Business Intelligence,…, etc.
Strategy
A Strategy building block (for example) should exist for each initiative of the EIM program
21. Enterprise Information Management Data Model
Includes
Has
Person
Organization
Has
EIM Building Block
Information
Asset
EIM Initiative
Information
Object
Use
Use
Use
Has
Is Derived
from
EIM
Information Domain
EIM Framework
Has
Has
An EIM initiative might span across several information domains
Data Warehousing
Master Data
Operational Data
Analytical Data
Metadata
Machine Data
22. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
23. The Integrated Data Model
Corporate Performance Management
Data Model
Business Excellence Data Model
24. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
25. Direction Criterion Parts of the Direction
Criterion
Relevant Building Blocks of
the EIM Framework
1. Purpose, Vision
and Strategy
1. Define Purpose & Vision
2. Identify & Understand
Stakeholders Needs
3. Understand the Ecosystem,
own Capabilities & Major
Challenges
• Vision
4. Develop Strategy • Strategy
5. Design & Implement
Governance
• Information governance
• Organization and roles
• Information life cycle
5. Design & Implement a
Performance Management
System
• Metrics
Examples 1
EIM Building
Block
EIM Initiative
Direction
Criteria
Direction
Criterion Part
26. Examples 2
EFQM Enabler
Criterion Part
Relevant EIM Building Blocks
EFQM Enabler Guidance Point
Examples of Relevant EIM Initiative
EFQM Execution
Criterion 5
Execution
Criterion Parts Examples of Relevant EIM Initiative
5. Driving
Performance and
Transformation
Drive Performance
and Manage Risk
- Analytics: Business Intelligence, Real time Operational
Intelligence and Big Data Analytics
- Corporate Performance Management System
- Enterprise Governance, Risk and Compliance
Management System
- Record Management (RM)
Transform the
Organisation for the
Future
- Digital Business Excellence: making the enterprise
customer experience, IoT, ecosystems, intelligence, and
IT systems work together by connecting all these
capabilities at scale and in a manageable way through
a digital business platform.
Drive Innovation
and Utilise
Technology
- Modernize the infrastructure of the Enterprise Data &
Analytics Technology Platform
- Data Science, Artificial Intelligence and Machine
Learning based Analytics
Leverage Data,
Information and
Knowledge
- Data warehousing
- Analytics: Business Intelligence, Real time Operational
Intelligence, Big Data Analytics and Textual Analytics
- Knowledge Management Portal
- Expert System
EIM Initiative
Execution
Criteria
Execution
Criterion Part
27. Execution Criterion Execution Criterion Parts Examples of Relevant EIM Initiative
3. Engaging
Stakeholders
Customers: Build
Sustainable Relationships
- Digital Business Excellence initiative that
makes the enterprise customer experience,
IoT, ecosystems, intelligence, and IT systems
work together by connecting all these
capabilities at scale and in a manageable way
through a digital business platform
People: Attract, Engage,
Develop & Retain
Business & Governing
Stakeholders – Secure &
Sustain Ongoing Support
Society: Contribute to
Development, Well-Being &
Prosperity
Suppliers: Build
Relationships & Ensure
Support for Creating
Sustainable Value
Examples 3
EIM Initiative
Execution
Criteria
Execution
Criterion Part
Digital Business Platform 5
5... Alaa Mahjoub, integration of big data analytics with IoT and OT systems to turn insights into strategic and operational business decisions, 2021
28. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
29. Additional Evidence 6
--- Indirect relationship
__ Direct relationship
H9
H4
H5
H2
H7
H1
H8
H6
H3
EIM BE
TQM
KM
Recent research results suggest that …
… Enterprise Information Management (EIM) impacts positively on organizations’
Business Excellence (BE) , both directly and indirectly. The indirect relationship is
mediated through Knowledge Management (KM) and Total Quality Management
(TQM), and is serially mediated via both KM and TQM. responsibility”
6 … Based on Hayfa Bu Hazzaa, The impact of enterprise information management capability on sustainable competitive
advantage, 2018
30. Agenda
What is Business Excellence
Business Excellence Dimensions
Business Excellence Data Model
Business Excellence and Corporate Performance Management
What is Enterprise Information Management
Enterprise Information Management Dimensions
Enterprise Information Management Data Model
The Integrated Data Model
Examples
Additional Evidence
Conclusion
31. The current competitive business environment has brought about the need
to assess the role of EIM in achieving sustainable BE
Decision-makers need to recognize that EIM plays a differentiative and more
critical role in achieving BE
To realize its benefits, EIM requires a comprehensive understanding that
covers all its dimensions (the framework, initiatives, and domains); as well as
the proper investment and use. 7
Conclusion
7... Based on Hayfa Bu Hazzaa, The impact of enterprise information management capability on sustainable competitive advantage, 2018
8... Alaa Mahjoub, Alaa Mahjoub, integration of big data analytics with IoT and OT systems to turn insights into strategic and operational business decisions, 2021.
Digital Business Platform 8
To achieve Digital
Business Excellence, a
Digital Business Platform
might be leveraged to
integrate the enterprise
capabilities of customer
experience, IoT,
ecosystems, intelligence
and IT systems at scale
and in a manageable way
32. Biographies
Hayfa Buhazzaa is an enterprise information management strategist, enterprise
architecture leader, data warehouse / BI strategist with broad experience across
petroleum and utilities. She has exceptional, demonstrated skills in developing and
implementing programs in the areas of enterprise information management,
corporate performance management, enterprise architecture and industrial
automation and control systems. Hayfa holds a DBA in Enterprise Information
Management, an MBA in Global Leadership and Management, and a B. Sc. in
Computer Engineering. She is certified as a Digital Business Transformation Manager,
Data Science Specialist, and Text Analytics Specialist through CXO Transform, IBM,
and Forest Rim Technology respectively.
Dr. Hayfa Bu Hazzaa, DBA. Eng.
Alaa Mahjoub is a data management senior expert, focused on transportation,
defense, utilities, and petroleum at various governmental organizations. His
experience across the EMEA and the Far East regions includes leadership for a variety
of programs, and serving as a consultant and trainer in UAE, Kuwait, Egypt, Malaysia,
Singapore, and the UK. He lectured, published, and reviewed numerous research
papers for the Institute of Electrical and Electronics Engineers (IEEE), the Society of
Petroleum Engineers (SPE), the International Council on Large Electric Systems (Cigre)
and the Arab Union of Electricity. Alaa’s current research interest includes real-time
operational intelligence and applying digital business to create new business designs.
Alaa Mahjoub, M. Sc. Eng.
33. Thank You
Dr. Hayfa Bu Hazzaa, DBA. Eng. Alaa Mahjoub, M.Sc. Eng.
Abu Dhabi, UAE
e-mail: ahmam1@emirates.net.ae
LinkedIn: https://ae.linkedin.com/in/Alaa-Mahjoub
e-mail: hafoof74@yahoo.com
LinkedIn: Dr. Hayfa Bu Hazzaa | LinkedIn
March 2021
Editor's Notes
Hi there everyone, and welcome to our presentation on enabling business excellence through effective enterprise information management.
My name is Hayfa Buhazzaa, an Enterprise Information Management strategist, joined by Alaa Mahjoub, a Data Management Senior Expert, we both want to thank you for joining us at this presentation where we share with you some of our opinions about the vital role enterprise
information management plays in enabling business-excellence.
In this presentation, we are going to define business excellence and Enterprise Information Management, describe their dimensions and provide data models that describe them. Through these data models, we are going to illustrate the relationship between enterprise information management and business excellence;
and then we are going to provide some examples on the vital role enterprise information management plays to enable business excellence.
We will conclude this presentation with a set of recommendations for decision-makers on how they can leverage enterprise information management to enable business excellence in theire enterprises.
What Is Business Excellence?
Well, Business excellence can be defined in different ways. However, in this presentation we will use the definition of the European Foundation for Quality Management, the EFQM ;
So, Business Excellence is described as outstanding practices in managing the organization and achieving results,
all based on a set of fundamental concepts or values.
These practices have evolved into models for how a world class organisation should operate.
Main Dimensions of Business Excellence
Based on the new version of the European Foundation for Quality Management Excellence Model published on November 2019, we can deduce that business excellence has 3 main dimensions:
These dimensions are: the Direction Setting, the Execution, and the Results
The Direction setting dimension includes things such as Defining Organization's Purpose and Vision; and Developing the organization's strategy, as well as Steering the Culture of the Organization
The Execution dimension includes things such as Engaging Organization’s Stakeholders, Creating Sustainable Value as well as Driving the Organization’s Performance and Transformation
The Results dimension includes things such as Stakeholder Perceptions Results and Strategic and Operational Performance Results
A word about Data Models
In general, A data model is …
.. an abstract model that organizes elements of data and standardizes how they relate to one another and to the properties of real-world entities.
A conceptual-level data model is the highest level of the data model, and is sometimes called entity-relationship model (ER model)
The ER model is used to represents the business entities and the relationships between them.
The relationship between two business entities might be a one-to-one relationship, a one-to-many relationship or a many to many relationship.
There are many notations that might be used to represent the relationship between entities, however, in this presentation we are going to use the Crow's Foot notation to represent the Relationships between Business Entities.
Business Excellence Data Model
As we deduced before, the business excellence has three main dimensions, the Direction Setting, The Execution and the r
Results.
Each one of these dimensions has a number of criteria, for example, the direction setting dimension has 2 criteria, the execution dimension has 3 criteria and the results dimension has 2 criteria.
In addition, each one of the direction criteria and the execution criteria has a number of criteria-parts, and each of these criteria parts can be tracked against a number of radar elements and radar attributes.
However, the Result criteria could be directedly tracked against a number of Radar elements and Radar attributes.
We will illustrate these relationships with an example in the next slide.
Let us have this example on the excellence model execution dimension.
The execution dimension includes 3 criteria, namely: Engaging Stakeholders, Creating Sustainable Value and Driving Performance & Transformation
Now let us drilldown into the driving performance and transformation criteria parts (criteria 3), as we can see there are 5 criteria parts associate with criteria. Therefore let us drill down again into the radar elements of criteria part 1. As we can see there are 3 Radar elements connected to criteria part 1.
If we drilldown into the radar attributes of each radar elements, we can see that the approach radar element can be assesses against the Sound and Aligned radar attribute, while the Deployment Radar element can be assessed against the Implemented and Flexible Radar attribute and so on.
Having illustrated the Business Excellence Data model with an example, the question is how the excellence works with the corporate performance management model.
To understand how the excellence model works with corporate performance management model, we will illustrate this through an example.
This is the data model of a typical corporate performance management framework (a balanced scorecard, for example). We have here the organization which has a number of strategic objectives, where each strategic objective is tracked against specific key performance indicators.
However, a strategic objective may also be realized through a number of initiatives where each initiative is tracked against specific KPIs as well.
An objective might also be addressed through some strategies, and strategies might be realized (as well) through initiatives that are in turn tracked against some KPIs.
The most important point is that the Key performance indicators are related to the Radar attributes of the result criteria through the KPIs/ Rader attribute link, where the KPIs are measured through the performance management system and the KPIs figures are used to feed the data to the excellence model Radar attribute entity of the results criteria.
an integrative discipline for structuring, describing and governing information assets across organizational and technological boundaries to improve efficiency, promote transparency and enable business insight 3.
We have three main dimensions for Enterprise information management, namely, The Framework, the Initiatives, and the domains.
The Framework dimension includes 7 components: The vision, the strategy, the metrics, the information governance, the organization and roles, the information lifecycle, and the enabling infrastructure dimensions.
The Initiatives dimension includes as many initiatives as an enterprise might need to implement its enterprise information management program. Typical EIM program might include initiatives such as Data warehousing, master data management, metadata management, enterprise content management, analytics initiatives such as business intelligence, real-time operational intelligence, big data analytics as well as Data Science, Machine Learning, and Artificial intelligence-enabled analytics. EIM program might include a corporate performance management initiative as well.
Each of these initiatives might span across several information domains. So, the third dimension of enterprise information management is the information domain. Typical information domains include master data, operational data, analytical data, content, social data, machine data, and metadata.
Finally, it is worth noting that all the components of the EIM framework can be applied to the EIM program as a whole and to specific EIM initiatives in the EIM program.
Enterprise Information Management Data Model
The EIM data model represents the relationship between the 3 dimensions of EIM.
The relationship between the EIM building blocks and the EIM initiatives is a many to many relationship.
For example, a Data warehousing initiative should have a vision, strategy, Metrics, Information governance, Organization and roles
Information life cycle and Enabling infrastructure building blocks.
While a strategy building block should exist for each initiative of the of the EIM program initiatives.
The EIM initiative can span multiple domain. For example, a Data warehouse initiative can span the master data, the operational data and the analytical data and the metadata domains. A modern data warehouse can also span the contents and the machine data domain (based on Inmon’s DW 2.0 reference architecture and Garner’s Logical Data Warehouse Reference Architectures, for example).
The information Asset entity is a link entity that converts the relationship between the initiatives entity and the information domain entity from a many-to-many relationship inti two one-to-many relationships. This link entity included the information assets used by the EIM initiatives in each information domain.
Information assets might include also information objects or data sets and each information object may be used by many persons in the organization.
We already described the relationship between the Business Excellence Data Model and the Corporate performance management Data Model.
And now, we are going to describe the relationship between the business excellence data model and EIM data model.
The first relationship is between the Excellence Model Direction Criteria entity and the EIM Building blocks entity. This relationship is a many to many relationship.
The Second relationship is between the excellence model execution criteria entity and the EIM Initiatives Entity. This relationship is also a many to many relationship.
In the incoming slides we are going to illustrate these relationships through a number of examples.
Example 2:
This example illustrates the relationship between the parts of the EFQM Execution criterion 5 (driving Performance and Transformation) and some relevant Enterprise Information management initiatives.
In this example, 4 of the 5 criteria parts of the EFQM Execution Criterion 5 are listed in the second column of the table. The Drive Performance and Manage Risk part can be enabled through EIM initiatives such as Business Intelligence, Real time Operational Intelligence and Big Data Analytics, Corporate Performance Management System, Enterprise Governance, Risk and Compliance Management System as well as Record Management system
The Transform the Organisation part can be enabled through an EIM Digital Business Excellence initiative, which intends to make the enterprise customer experience, IoT, ecosystems, intelligence, and IT systems work together by connecting all these capabilities at scale and in a manageable way through a digital business platform.
The Drive Innovation and Utilise Technology part can be enabled through EIM initiatives such as Modernizing the infrastructure of the Enterprise Data & Analytics Technology Platform as well as Data Science, Artificial Intelligence and Machine Learning based Analytics
And finally, Leveraging Data, Information and Knowledge could be enabled through EIM initiatives such as Data warehousing, Business Intelligence, Real time Operational Intelligence, Big Data Analytics, Knowledge Management Portals and Expert Systems
This Structured equation modelling diagram is extracted from a recent research results suggest that Enterprise Information Management (EIM) impacts positively on organizations’ Business Excellence (BE) , both directly and indirectly. The indirect relationship is mediated through Knowledge Management (KM) and Total Quality Management (TQM), and is serially mediated via both KM and TQM. responsibility”
Conclusion
The current competitive business environment has brought about the need to assess the role of EIM in achieving sustainable BE
Decision-makers need to recognize that EIM plays a differentiative and more critical role in achieving (BE)
To realize its benefits, EIM requires a comprehensive understanding that covers all its dimensions (the framework, initiatives, and domains); as well as the proper investment and use
To achieve Digital Business Excellence, a Digital Business Platform might be leveraged to integrate the enterprise capabilities of customer experience, IoT, ecosystems, intelligence and IT systems at scale and in a manageable way