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5 line of business patterns

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Specific examples of collaboration use cases for different lines of business and how to implement them.

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5 line of business patterns

  1. 1. Line of Business Patterns
  2. 2. A series of repeatable applications of the core capabilities Suitable for different lines of business Deliver the benefits of increased engagement and collaboration Utilizing a variety of components of the Collaboration Framework Line of Business Patterns
  3. 3. Management Board & Finance Documents Management Communities Meeting Notes & Q&A Structure and Program Change Management Non-Executive Director Outreach Management Development New Initiative Planning Improved Organizational Reputation Sales Proposal Library Recent Wins News Opportunity Knowledge Sharing Proposal Process Compliance Customer Portals Sales Techniques Development Opportunity Identification Higher Revenue Per Sale Customer Service Product Documentation Service Outages Q&A & Experience Capture Fault Diagnosis Customer Support Product Training Service Quality Improvements Net Promoter Score Improvement Information Technology System Documentation Team Updates & Department News Fault Finding and Diagnosis Change Implementation Supplier Integration System Training System Improvements Fewer Support Calls Product Development Product Specifications Release & Revision Dates Product Knowledge Exchange Project Management Product Testing Groups Technology Education New Product Brainstorming Less Re-working Line of Business Patterns, Examples
  4. 4. Human Resources Policy Documents Employee Recognition Employee Surveys HR Process Management Alumni & Recruitment Continuous Professional Development New Initiative Planning Improved Staff Morale Finance Spreadsheets and Reports Procedure & Regulation Changes Regulation Q&A Audit Compliance Account & Legal Counsel Outreach New Procedure Training Efficiency Drives Cost Cutting Measures More Accurate Information Operations Operations Manuals Service Bulletins Safety Improvement & Exchange Operations Procedure Management Supplier Integration Safety Compliance Training Operational Safety Improvements Fewer Defects or Accidents Marketing Asset Management Campaign & Product News Campaign Strategy Development Campaign Execution Focus Groups Outreach Campaign Testing Strategy Improvements More Effective Campaigns Higher Yield Internal Comms Asset Management Company News Employee Voice Opinion Capture Process Automation Employee Voice Continuous Professional Development Continuous Organizational Development Culture of Quality & Transparency Line of Business Patterns, Examples
  5. 5. Management
  6. 6. Board and Finance Documents Create a community for board members and associated people to create and store board meeting minutes, papers, agendas, and finance documents. Consider making these files available for synchronization using IBM Connections Files My Drive. Alternatively, create a Box folder and add each board member to the folder and allow them to synchronize the contents so they have the files available anywhere. Management Communities A community (IBM Connections) for managers to plan activities and discuss management topics like staff appraisals, restructuring and other topics which employees would not normally have access to. These can be managed by a department or by the HR function to ensure only managers are added to the appropriate communities. Meeting Notes & Q&A Use wiki pages or an activity in Connections to store and manage the meeting notes. Box Notes in a shared folder is also a similar way of doing this. Forums in Connections (perhaps in a Management Community) is a good way of handling questions & answers. Alternatively, consider using a Watson Workspace space for managers to ask questions and discuss topics. Structure & Program Change Management Use a Connections Activity (perhaps in a Management Community) to create sections, tasks, entries and comments around a program of work that needs to take place to manage a change in the structure of the organization. Attach documents or links to documents elsewhere (such as in Box). Use Box Relay to manage the workflow of revisions around the changes to specification and other documents. Management
  7. 7. Non-Executive Director Outreach Consider using a Community in Connections Cloud which allows external access. Set up the community to reflect the corporate branding and structure appropriate to non-executive directors. Add each non-executive director as a member and if appropriate create access-controlled sub-communities to manage larger groups which should not have access to each other’s information. Management Development Create a learning community in IBM Connections with wiki pages containing learning content and embedded videos (perhaps embedded in Box) that management can access in a logical structure. Establish discussion forums in the Connections community to allow management to ask questions of the presenter, or set up an IBM Watson Workspace space for questions & answers. New Initiative Planning Use an Ideation Blog in IBM Connections to collect ideas about new initiatives which can be implemented. Revise these ideas and vote on them to choose the best ones. When you’re ready, graduate the top ideas into Activities to allow the initiative to be implemented in more detail. Improved Organizational Reputation Implementing the concepts illustrated here along with the other line of business solutions described will result in a better reputation for customer service, staff loyalty and product or service quality. Management
  8. 8. Sales
  9. 9. Proposal Library Store proposal documents in a centralized folder amongst the sales team (IBM Connections or Box). This promotes re-use of key paragraphs and approaches to pricing. Ultimately this will reduce the time spent on proposal preparation, reducing the cost of sale. Recent Wins News Use a blog in a Sales Community (IBM Connections) or a Watson Workspace space to announce wins. This is a great way to improve transparency amongst the entire company and to celebrate the success of the sales team involved. This helps drive commitment and engagement amongst the sales team by being recognized for their hard work. Opportunity Knowledge Sharing Using a wiki (IBM Connections) or Box Notes, key reusable paragraphs of text can be stored and shared easily. Acting as a library of key terms, standard answers to Request for Proposal questions, etc., the quality of the proposals can be increased. Proposal Process Compliance Consider using a Box Relay workflow where a proposal must go through regulatory or other compliance steps. Alternatively, a Connections Activity allows you to define the steps of proposal compliance that must be gone through in order to comply with your own procedures. Custom solutions can be built using IBM Domino where complex workflows are needed. Sales
  10. 10. Customer Portal Use an IBM Connections community with external access as the main building block of your customer portal experience. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your customers. Sales Techniques Development Capture the key training and enablement materials your colleagues need to improve their sales success. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. Opportunity Identification Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where new business opportunities might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Higher Revenue Per Sale Following some of the techniques defined for Sales line of business should allow your organization to develop a higher revenue per sale, or reduce the cost per sale through better re-use of existing assets and less re-invention of information. Sales
  11. 11. Customer Service
  12. 12. Product Documents Establish a library of product documentation in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the documentation. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Service Outages Use a blog or status updates in IBM Connections to notify users about service outages. Alternatively use an IBM Watson Workspace space to announce outages. Consider automating outage notifications through a custom application developed with IBM Domino. Hold update meetings using IBM Connections Cloud web meetings. Q&A & Experience Capture Capture experience with IT systems and allow question and answer management through an IBM Connections Forum or using IBM Watson Workspace. Fault Diagnosis Fault Diagnosis procedures can be templated using an IBM Connections activity or automated using a custom solution build on IBM Domino. Standard review and processing procedures can be handled using Box Relay. CustomerService
  13. 13. Customer Support Use an IBM Connections community with external access as the main building block of your customer support experience. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your customers. Consider using IBM Watson Workspace with cognitive capabilities to provide some support functions automatically. Product Training Capture the key training and enablement materials your colleagues need to improve their product knowledge. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. Service Quality Improvements Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to improve service quality might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Net Promoter Score Improvement Many organizations measure Net Promoter Score as a way of identifying how their customer service and overall service delivery has improved. Consider how these techniques could positively affect your NPS score. CustomerService
  14. 14. Information Technology
  15. 15. System Documents Establish a library of system documentation in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the documentation. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Team Updates & Department News Use a blog in an IT Community (IBM Connections) or a Watson Workspace space to announce news. This is a great way to improve transparency amongst the entire company and to celebrate the success of the IT Team. This helps drive commitment and engagement amongst the team by being recognized for their hard work. Fault Finding & Diagnosis Use wikis in IBM Connections, files stored in Connections files or in Box or Box Notes to create fault finding procedures. Checklists can be maintained as Activities in IBM Connections. Consider using an IBM Domino application to automate log recovery and analysis. Change Management Centralise the storage and management of all project and change management information in an IBM Connections community or in a folder in Box. Consider using Partner Applications to provide a streamlined way to integrate activities and tasks into Project Management documentation. InformationTechnology
  16. 16. Supplier Integration Use an IBM Connections community with external access as the main building block of your user support experience or to integrate your suppliers. . Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your customers & suppliers. Consider using IBM Watson Workspace with cognitive capabilities to provide some support functions automatically. System Training Capture the key training and enablement materials your colleagues need to improve their system knowledge. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. System Improvements Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to improve system quality might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Fewer Support Calls Implementing many of the capabilities shown here will help the IT department to handle fewer support calls, showing that the systems are running more smoothly or end users are able to support themselves more easily. InformationTechnology
  17. 17. Product Development
  18. 18. Product Specifications Establish a library of product documentation in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the documentation. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Release & Revision Dates Use a blog in a Product Community (IBM Connections) or a Watson Workspace space to announce news. This is a great way to improve transparency amongst the entire company and to celebrate the success of the Product Development Team. This helps drive commitment and engagement amongst the team by being recognized for their hard work. Product Knowledge Exchange Use wikis in IBM Connections, files stored in Connections files or in Box or Box Notes to create knowledge about the products. Checklists can be maintained as Activities in IBM Connections. Project Management Centralise the storage and management of all project and change management information in an IBM Connections community or in a folder in Box. Consider using Partner Applications to provide a streamlined way to integrate activities and tasks into Project Management documentation. ProductDevelopment
  19. 19. Product Testing Groups Use an IBM Connections community with external access as the main building block of your product testing experience. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your testers. Consider using IBM Watson Workspace with cognitive capabilities to provide some support functions automatically. Technology Education Capture the key training and enablement materials your colleagues need to improve their technology knowledge. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. New Product Brainstorming Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to develop new products might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Less Re- Working Implementing many of the capabilities shown here will help the Product Development department to handle less re-working of existing concepts. ProductDevelopment
  20. 20. Human Resources
  21. 21. Policy Documents Establish a library of policy documentation in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the documentation. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Employee Recognition Use a blog in a company Community (IBM Connections) or a Watson Workspace space to announce news. This is a great way to improve transparency amongst the entire company and to celebrate the success of the team. This helps drive commitment and engagement amongst the team by being recognized for their hard work. Employee Surveys Use Surveys in IBM Connections to collect insight and views on key topics affecting the workforce. HR Process Management Centralise the storage and management of all process information in an IBM Connections community or in a folder in Box. Consider using Partner Applications to provide a streamlined way to integrate activities and tasks into process management documentation. HumanResources
  22. 22. Alumni & Recruitment Use an IBM Connections community with external access as the main building block of your alumni and recruitment experiences.. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your users. Consider using IBM Watson Workspace with cognitive capabilities to provide automated new-hire information. Continuous Professional Development Capture the key training and enablement materials your colleagues need to improve their skills and knowledge. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. New Initiative Planning Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to develop new initiatives might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Improved Key Staff Retention Retention of key staff is a major factor in reducing costs and increasing profits. HumanResources
  23. 23. Finance
  24. 24. Spreadsheets and Reports Establish a library of spreadsheets and reports in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the files. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Procedure & Regulation Changes Use a blog in a Finance or Management Community (IBM Connections) or a Watson Workspace space to announce changes to regulations or procedures. Regulation Q&A Use forums and wikis in IBM Connections to engage employees across the organization in information and knowledge sharing about finance topics. Audit Compliance Centralise the storage and management of all audit information in an IBM Connections community or in a folder in Box. Consider using Partner Applications to provide a streamlined way to integrate activities and tasks into audit compliance documentation. Finance
  25. 25. Accountant & Legal Counsel Outreach Use an IBM Connections community with external access as the main building block of your user support experience or to integrate your accountants or legal counsel. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your advisors.. New Procedure Training Capture the key training and enablement materials your colleagues need to improve their skills and knowledge. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. Efficiency Drives & Cost- Cutting Measures Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to develop new efficiency drives or cost-cutting measures might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. More Accurate & Timely Information More accurate and timely information is essential to reducing costs, increasing innovation and reducing risk in the organization. Finance
  26. 26. Operations
  27. 27. Operations Manuals Establish a library of operations manuals in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the files. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Service Bulletins Use a blog in a company Community (IBM Connections) or a Watson Workspace space to announce service or production news. This is a great way to improve transparency amongst the entire company. Safety Improvements Knowledge Capture Use forums and wikis in IBM Connections to engage employees across the organization in information and knowledge sharing about safety improvement topics. Procedure Management Centralise the storage and management of all procedures in an IBM Connections community or in a folder in Box. Consider using Partner Applications to provide a streamlined way to integrate activities and tasks into procedure quality auditing.. Operations
  28. 28. Supply Chain Integration Use an IBM Connections community with external access as the main building block of your user support experience or to integrate your supply chain. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your extended team. Safety Compliance Training Capture the key training and enablement materials your colleagues need to improve their skills and knowledge about safety.. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. Operational Safety Improvements Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to improve safety might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Fewer Defects and Accidents Increased staff loyalty & retention. Increased profits through reduction in safety issues and down time.. Operations
  29. 29. Marketing
  30. 30. Asset Management Establish a library of marketing assets in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the files. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Campaign News Use a blog in a company Community (IBM Connections) or a Watson Workspace space to announce campaign or product news. This is a great way to improve transparency amongst the entire company. Campaign Strategy Development Use forums and wikis in IBM Connections to engage employees across the organization in information and knowledge sharing about campaigns and strategy development topics. Campaign Execution & Automation Centralise the storage and management of all procedures for campaign execution in an IBM Connections community or in a folder in Box. Consider using Partner Applications to provide a streamlined way to integrate activities and tasks into procedure quality auditing. Marketing
  31. 31. Focus Groups Outreach Use an IBM Connections community with external access as the main building block of your focus group experience. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your extended team. Campaign Testing Test campaign resources with focus groups and internal teams before rolling out. Capture feedback in comments and forums. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. Strategy & Campaign Improvements Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to improve marketing strategy might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. More Effective Campaigns Higher Yield More effective campaigns lead to higher revenues and profits, more engaged customers. Marketing
  32. 32. Internal Communications
  33. 33. Asset Management Establish a library of electronic assets in an agreed structure. Use Box or IBM Connections Files to provide a convenient drag-and-drop method for accessing the files. Use the features of the platforms to manage versions and notifications of new files in a particular folder. Also utilize the file searching capabilities to make locating information easier. Company News Use a blog in a company Community (IBM Connections) or a Watson Workspace space to announce company news. This is a great way to improve transparency amongst the entire company. Employee Voice & Opinion Capture Use forums and wikis in IBM Connections to engage employees across the organization in information and knowledge sharing about how they feel about working in the organization and what topics they would like to see addressed. Process Automation Centralise the storage and management of all procedures in an IBM Connections community or in a folder in Box. Use Box Relay to automate the workflow around standard procedures. InternalCommunications
  34. 34. Employee Voices Use an IBM Connections community with external access as the main building block of your employee voice experience. Supplement this with IBM Connections Engagement Center to bring all the different components together that you want to share using a branding and structure which is appropriate for your extended team. Continuous Professional Development Provide access to CPD resources to help employees develop their skills. Capture feedback in comments and forums. Integrate online courses you subscribe to in wiki pages in IBM Connections and embed your own videos for streaming from a Box file share. Use IBM Connections surveys to perform informal quizzes on the content. Continuous Organizational Development Use an Ideation Blog in IBM Connections to brainstorm the process of identifying where opportunities to improve the organization might exist. Convert validated opportunity areas into task lists in Activity or Box Note to turn intent into action. Culture of Quality and Transparency A more transparent organization is more engaged, has lower risks and has higher profits. InternalCommunications

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