E Marketplace Strategy

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  • April 29, 2011
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  • E Marketplace Strategy

    1. 1. Prepared for NewCo New Economy Business Model and IT Infrastructure by Richard Lynes Enterprise e-MarketPlace Strategy September 15, 1996 Confidential & Proprietary Property Richard Lynes 1
    2. 2. Confidential & Proprietary Property Richard Lynes Page Section I – “Vision” Section II – “Functional Requirements” Section III – “Next Steps” Section IV – “Work Plan”
    3. 3. Confidential & Proprietary Property Richard Lynes Page Partners For Innovation: The Ultimate Competitive Edge Imagine for a moment the ideal business environment. In this environment, your company is the unquestioned market leader because: • Ideas and information that dramatically increase your company's ability to innovate flow constantly to all parts of your organization. • Your people are able to develop cutting-edge products and top-quality services, define and shape new markets, and exploit hidden market niches. • Your products and services are so extraordinary that your customers are always loyal and regularly promote your company to potential new clients.
    4. 4. Confidential & Proprietary Property Richard Lynes Page Imagine NewCo as an edgeless corporation, empowering Customers, Partners, and knowledge workers in a seamless product, service and information life cycle. IMAGINE
    5. 5. Confidential & Proprietary Property Richard Lynes Page The emergence of the Electronic Marketplace provides NewCo the opportunity to optimize relationship value through instantaneous responsiveness to changing market dynamics. THE ELECTRONIC MARKETPLACE
    6. 6. April 29, 2011 September 15, 1996 Confidential & Proprietary Property Richard Lynes 1 SHAPING THE FUTURE
    7. 7. Confidential & Proprietary Property Richard Lynes Page GLOBALITIZATION <ul><li>The internet/intranet paradigm represents a shift in order of magnitude fare greater than anything previously experienced </li></ul><ul><li>Companies seeking a sustainable competitive advantage will further differentiate product and service offerings by integrating Internet centric strategies </li></ul>
    8. 8. Confidential & Proprietary Property Richard Lynes Page Electronic Commerce M e s s a g i n g To compete in a global marketplace, companies are broadening their markets and forging increasing numbers of business alliances and strategic relationships. To make these long-distance relationships work, partners must be able to communicate reliably. The challenge is being met with new solutions for electronic commerce, including EDI/XML and electronic funds transfer. Using breakthrough plat-forms that can reliably handle huge transaction volumes, companies can dramatically reduce the time required for ordering, invoicing, sales, and distribution, and even discover new market channels. Banks and their Customers, for example, can save time by using EDI to send and receive remittance information and payments electronically. Commercial partners can use electronic commerce to process up to 500 percent more purchase orders than they could process manually in the same time period. Communications companies can create new sources of revenue by offering messaging services such as e-mail, fax store-and-forward, and EDI. Crucial to successful messaging is a platform with scalability to accommodate growth and with reliability to ensure accurate delivery of financial transactions and sensitive information.
    9. 9. Confidential & Proprietary Property Richard Lynes Page VIRTUAL PRIVATE NETWORK COLLAPSED FIBER BACKBONE TOPOLOGY HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS Partners NewCo Enterprise FIRE WALL FIRE WALL T1 - E1 Customers FIRE WALL Video/Voice Server Application Server Interactive Fax Server EDI Server INFOPUMP Server Mail Gateway Server IVR Content Server Replication Server INFOPUMP Database Interfaces Message Gateway Remote 9.6 - 28.8kbs T1 - T3 Dial Pulse Environments DTMF Replacement Hands-free Voice Messaging Operator Services Speed Dialing (i.e. cellular) Interactive Voice Response Remote Database Transactions Speech Recognition Apps Voice Apps Voice Mail/Auto Attendant Voice Response Systems Audiotext Operator Services Telemarketing Auto Dialers Telecomputing Servers Notification Systems Remote On-Line Database Transactions Unified Messaging Fax Mail Integrated Voice Mail and Fax Mail Integrated Voice/Fax Response Fax-On-Demand Remote Database Transactions Fax Confirmation Fax Store-and-Forward Fax Broadcast Fax Notification Fax Apps HOSTED INTERNET APPLICATIONS
    10. 10. Confidential & Proprietary Property Richard Lynes Page <ul><ul><ul><ul><li>CONVERGENCE OF IT & TELECOM </li></ul></ul></ul></ul>FIRE WALL Interactive Fax Server FIRE WALL T1 T3 T1 - T3 EDI Server INFOPUMP Server INFOPUMP Database Interfaces Mail Gateway Server Replication Server Remote 9.6 - 28.8kbs Unified Messaging Fax Mail Integrated Voice Mail and Fax Mail Integrated Voice/Fax Response Fax-On-Demand Remote Database Transactions Fax Confirmation Fax Store-and-Forward Fax Broadcast Fax Notification Fax Apps Video/Voice Server CTI Message Gateway Dial Pulse Environments DTMF Replacement Hands-free Voice Messaging Operator Services Speed Dialing (i.e. cellular) Interactive Voice Response Remote Database Transactions Speech Recognition Apps Voice Mail/Auto Attendant Voice Response Audiotext Operator Services Telemarketing Auto Dialers Telecomputing Servers Notification Systems Remote On-Line Database Transactions Voice Apps Content Server FIRE WALL Application Server Customers Partners NewCo Enterprise Electronic Commerce Interactive Systems Telecommunication Media/ Advertising Database & Information Marketing Teleservices Communications Services Marketing Services Patient Tracking & Usage Metering On-line Services Purchase Advisory Services Evolving Electronic Environments Satisfaction Measurement
    11. 11. NewCo INTRANET PROCUREMENT MANAGEMENT Confidential & Proprietary Property Richard Lynes Page Product Library Material Mgt. Electronic Claims Processing and Secure Payment Processing Third Party Billing Remote WS Accounting Logistics Management decryption - decompression Auto-Install mailbox GUI metering GUI GUI Multi-Media Desktop WS Order Fulfillment Exception Processing Inventory Control Schedule & Routing Encryption & Compression Order Configurator Report Generation MIS Reports Systems Managment Services e- Catalog Product Library Training Library Univeral Mail Box Library Advertising Library Image Library Forms Library Investments Library GUI Multi-Media Multi-Media User Product License GUI GUI GUI Publisher Adm. WS Insurance WS News Media Adm. WS HMO/PPO Electronic Funds Transfer Content Database HelpDesk Adm. WS Ontology Library SGML HTML Text PDF Video/Audio Publishing Database Document Management System Digital Content Library OODB Multi-Media Snooper DeskTop Client GUI Electronic Vehicles Content Object Server Digital Content Libraries Transaction & Workflow Systems Channel Supplier Fulfillment and Logistics Interface Electronic Data Interchange Server Supply-Chain Data Warehouse Transaction Database Electronic Message Delivery Content Sourcing SNMP MIB GUI REMOTE ASSET MANAGEMENT CENTER Business Logic Intranet Server Secure Firewall Internet Server Secure Firewall Online WWW Kiosk PDA ITV Screen Phone Internat Backbone Merchant Network Member/Prospect Database Content Database
    12. 12. Confidential & Proprietary Property Richard Lynes Page ATM Voice & Data Switch WAN LAN Enterprise Firewall & Intranet Server ATM File Server Interface Card ISP Domain Server Virtual Call Center OAI Link NewCo Data Center Switch Interface Card Internet Backbone SC Bus Internet Frame Relay LAN Database Server SCX Bus Support Organization VURTIAL CALL CENTERS Content Hosting Purchasing Agent Intranet Database e-cat Server Suppler Network CTI Server Dial-tone Provider Intranet Workflow/ Meassaging Server
    13. 13. Confidential & Proprietary Property Richard Lynes Page REMOTE ASSET MANAGEMENT CONFIGURATION MANAGEMENT CONFIGURATION COMPARISON GUIDES, PROMPTS & SCRIPTING LEAD/CALL ROUTER ACTIVITIES MANAGEMENT GLOBAL UPDATE CONTRACT MANAGEMENT LIST MERGE/PURGE ACCOUNT PROFILE MAIL/FAX MERGE ACCOUNT CREATION REPORT., ANALYSIS & METRICS MGMT. PROSPECTING MESSAGING NEGOTIATION DOCUMENT PROCESSOR ORDER ENTRY SECURITY FOLLOW UP DATA ENTRY SALES TRACKING RECORD LINKS PRODUCT LITERATURE TOPICAL SEARCH ENGINES PATIENT SEGMENTATION PRACTICE MANAGEMENT CHANGE MANAGEMENT PRODUCT COMPARISON DELAYED TASKS EXPERTS INTELLIGENT CONFIGURATOR AD-HOC QUERIES METRICS MANAGEMENT ASSET MANAGEMENT VRM OLAP DATA MINNING LICENSE MANAGEMENT CONTENT MANAGEMENT CATALOG PRODUCT LIBRARY PATIENT RECORS LIBRARY EVENT SCHEDULING TRANSACTION LIBRARY PROVIDER LIBRARY FAST FAX SERVICE PERIODICAL LIBRARY LITERATURE & SPEC LIBRARY HMO/PPO LIBRARY PRODUCT BINARY LIBRARY TELE-BASED CONTENT LIBRARY ON-LINE DOCUMENT LIBRARY MULTIDIMENSIONAL DB CONTACT MANAGEMENT DSS CTI SERVER VOICE/DATA PBX SWITCH LEAD/CALL ROUTER SERVICE LIBRARY
    14. 14. PARTNER ENTERPRISE LINKAGES Confidential & Proprietary Property Richard Lynes Page Packaged query Query generators Scheduled update Request to update Shared (or standards-compliant) data dictionary (meaning) Your Partners’ Views of Your Data Enterprise Data Architecture Shared (or standards-compliant) data dictionary (meaning) Security Gateway Public Data Gateway EC Clearinghouse Direct access for specific apps. Integrity checker Integrity checker Security Gateway ODBC or IDAPI External data gateway Business application (e.g., inventory mgmt.) Business application (e.g., transportation) ODBC or IDAPI ODBC or IDAPI Functional-specific data Functional-specific data
    15. 15. PROCUREMENT TRANSACTION TRADING NETWORK Confidential & Proprietary Property Richard Lynes Page Administrator workstation Create TP profiles Direct link <ul><li>Business documents </li></ul><ul><ul><li>Price lists </li></ul></ul><ul><ul><li>Advanced shipping notices/purchase orders </li></ul></ul><ul><ul><li>Technical manuals </li></ul></ul><ul><li>One-time setup </li></ul><ul><ul><li>Standard </li></ul></ul><ul><ul><li>Mapping rules </li></ul></ul><ul><ul><li>Edits </li></ul></ul>Assembly /disassembly Document data E-forms/ E-mail E-forms as user interface Application Application/database Translator Trading partner VANs Internet Central EC repository Stds. compliance checking Semantics DB
    16. 16. ENTERPRISE CONTENT PUBLISHING Confidential & Proprietary Property Richard Lynes Page Online Transaction Processing with Embedded Metering <ul><li>Process start and termination conditions </li></ul><ul><li>Identification of activities within a process, applications and data </li></ul><ul><li>ID data types and access </li></ul><ul><li>Definition of transition and flow rules </li></ul><ul><li>Information for resource allocation decisions </li></ul>Workflow Engine <ul><li>Process flow modeling </li></ul><ul><li>Simulation and animation </li></ul><ul><li>Automatic map generation </li></ul>Integrated with BPR Functions Format Conversions Content Publishing Engine <ul><li>Documentum EDMS </li></ul><ul><li>Electronic Books </li></ul><ul><li>HTML Editor </li></ul><ul><li>Adobe Acrobat </li></ul><ul><li>Vignette </li></ul><ul><li>Navisoft </li></ul>Event Queues and Event Managers TP Monitors <ul><li>IBM MQI </li></ul><ul><li>Notes </li></ul>Activities (Verbs/Tasks) Messaging (MOM) Workflow Engine with Integrated BPR Functions Digital Content Library Content Publishing Engine Electronic Channels & Vehicles Creative Transactions Patients Organizational Structures Marketing Billing PDF HTML SGML Internet Intranet Legacy Gateway <ul><li>Security </li></ul><ul><li>Data model </li></ul><ul><li>Client/server </li></ul><ul><li>Directory services </li></ul><ul><li>Messaging backbone </li></ul><ul><li>Database infrastructure </li></ul><ul><li>Common user interface </li></ul><ul><li>Data access or data sharing </li></ul><ul><li>Network design & management </li></ul><ul><li>Work-flow, groupware deployment </li></ul><ul><li>E-forms & document Mgt. </li></ul><ul><li>API & development </li></ul>Enterprise Strategies Activities Creating Planning Editing Viewing Printing Publishing Faxing e-mailing Storing Anotating Merging Distribution Managing Collaborative Retrieval Searching FTPing Trafficing Designing Implementing OLE Interoperability Component GT Taligent Interoperability (future) Other (future) Bento OpenDoc Compound Document Services OpenDoc Interoperability Services OpenDoc Compound Document Services OpenDoc Storage Service OpenDoc Object Management Services (SOM) CORBA Compliant ORBs Scripting OpenDoc Automation Services <ul><li>Component Frameworks </li></ul><ul><li>IT Solutions </li></ul><ul><li>SOM/DSOM </li></ul>Extranet/VPN Lotus Notes WWW Kiosk PDA ITV Screen Phone Disk Internal Web Site Proxy server for internal access External Web Site <ul><li>Gemstone </li></ul><ul><li>Object DB </li></ul><ul><li>IBM Flowmark </li></ul><ul><li>Action Technologies </li></ul><ul><li>ICL </li></ul><ul><li>ViewsStar Corporation </li></ul>XML OODB Management Business Process Business Objects Business Rules
    17. 17. GLOBAL INFORMATION WAREHOUSE ARCHITECTURE Confidential & Proprietary Property Richard Lynes Page Government, int’l locations, etc. Document database Internal directory synchronization Document database E-mail directory E-mail directory External aliases VAN or PDN Multiple enterprise directory Trading partners EC server/switch (access controls) Standard formats Mapping Internal formats Enterprise directory server Updates
    18. 18. Confidential & Proprietary Property Richard Lynes Page DATA WAREHOUSE New information systems Transaction and messaging middleware Development tools Access and OLAP tools Decision Support Systems On-Line complex processing systems Transaction processing systems Data-access interfaces Data transformation products Data Managers: RDBMS’s, multidimensional databases Metadata catalog Enterprise data Legacy databases External data sources
    19. 19. Confidential & Proprietary Property Richard Lynes Page REMOTE ASSET MANAGEMENT SERVICE center support options will enable knowledge workers to access a broad range of tools and other resources to enhance overall productivity <ul><ul><li>Billing </li></ul></ul><ul><ul><li>Scheduling </li></ul></ul><ul><ul><li>Electronic Claims </li></ul></ul><ul><ul><li>Staffing Temp Svcs </li></ul></ul><ul><ul><li>Reporting & Metrics </li></ul></ul><ul><ul><li>Tele-conferences </li></ul></ul>CLAIMS MANAGEMENT <ul><ul><li>Trouble Ticket Tracking </li></ul></ul><ul><ul><li>Problem Resolution DB </li></ul></ul><ul><ul><li>Virtual Call Center TSS </li></ul></ul><ul><ul><li>Integrated WEB support </li></ul></ul><ul><ul><li>Remote Control </li></ul></ul><ul><ul><li>Disaster Recovery </li></ul></ul>HelpDesk <ul><ul><li>Reporting & Metrics </li></ul></ul><ul><ul><li>Electronic Claims Processing </li></ul></ul><ul><ul><li>Retention/Acquisition </li></ul></ul><ul><ul><li>Facilities Management </li></ul></ul><ul><ul><li>Marketing & Sales </li></ul></ul>MANAGED eCOMMERCE <ul><ul><li>LAN & WAN Management </li></ul></ul><ul><ul><li>Application Management </li></ul></ul><ul><ul><li>Voice & Data Integrated </li></ul></ul><ul><ul><li>SNMP Enabled </li></ul></ul><ul><ul><li>Outsoursing Integration </li></ul></ul>Web Based Enterprise Management Knowledge Worker NewCo DATA CENTER FUNCTIONS
    20. 20. Confidential & Proprietary Property Richard Lynes Page Client Records Office Automation Scheduling HR Staffing HMO/PPO Insurance Providers Hospitals Clinics TSR Service/Support Administrative Education Mary Joe Bill Jane Fred Marketing Health Care Finance Management Information Suppliers Product Suppliers Service Suppliers META DATA CATALOG SHARED OPERATIONS DATA REPOSIT PROCESS & INFORMATION LINKAGES Customer Information Partner/Agent NewCo Data Center
    21. 21. Confidential & Proprietary Property Richard Lynes Page HMO/PPO Hospitals Clinics NewCo Library Providers <ul><li>Cross-channel marketing </li></ul><ul><li>Documentation and re-publishing </li></ul><ul><li>Reduces need for regional approach </li></ul><ul><li>Access to credit services </li></ul><ul><li>Joint outbound marketing </li></ul><ul><li>Out-source tele- and electronic marketing services </li></ul>Help Center Products Services HOW DOES THE ELECTRONIC STRATEGY ENHANCE NewCo? Library
    22. 22. Confidential & Proprietary Property Richard Lynes Page <ul><li>Electronic Catalog Interface </li></ul><ul><ul><li>Products + services </li></ul></ul><ul><ul><li>Periodicals + reviews </li></ul></ul><ul><ul><li>Demos + training </li></ul></ul><ul><ul><li>Marketing activities + vehicles </li></ul></ul><ul><li>Decision Support System </li></ul><ul><ul><li>Product comparison </li></ul></ul><ul><ul><li>Patient segmentation </li></ul></ul><ul><ul><li>Intelligent adaptation </li></ul></ul><ul><ul><li>Experts </li></ul></ul><ul><li>Contact Management </li></ul><ul><ul><li>Patient profile </li></ul></ul><ul><ul><li>Follow-up management </li></ul></ul><ul><ul><li>Behavior forecasting </li></ul></ul><ul><ul><li>Auto response </li></ul></ul><ul><li>Order Processing </li></ul><ul><ul><li>Negotiations </li></ul></ul><ul><ul><li>Quote </li></ul></ul><ul><ul><li>Approval </li></ul></ul><ul><li>Easy access to more value add information </li></ul><ul><li>Quick Navigation </li></ul><ul><li>Reduced processes for order/quote approval </li></ul><ul><li>More intelligent Patient data qualified and stored </li></ul><ul><li>Sales contact enhancement through segmentation (intelligently adapted recommendations based on profiles and preferences) </li></ul><ul><li>Customization of offerings </li></ul><ul><li>Monitor and influence behavior modification </li></ul><ul><li>Enhance buyer confidence </li></ul><ul><li>Improved order and billing accuracy </li></ul>Benefits Diagram Scenario Catalog Page Main Next TELESERVICE REPRESENTATIVES Previous Features
    23. 23. Confidential & Proprietary Property Richard Lynes Page Benefits Diagram Scenario Catalog Page Main Features <ul><li>Manage return authorization process </li></ul><ul><li>Access to shared data </li></ul><ul><ul><li>billing </li></ul></ul><ul><ul><li>shipping </li></ul></ul><ul><ul><li>order status </li></ul></ul><ul><ul><li>Patient history/profile </li></ul></ul><ul><ul><li>warranty and entitlement </li></ul></ul><ul><li>Patient complaints and suggestions processing </li></ul><ul><li>Product and service registration </li></ul><ul><li>Surveys </li></ul><ul><li>Increase Patient relationship repair </li></ul><ul><li>Close loop on sales cycle </li></ul><ul><li>Qualify data integrity </li></ul><ul><li>Entitlement verification </li></ul><ul><li>Improve license compliancy </li></ul><ul><li>Enhance brand satisfaction </li></ul><ul><li>Improve order and billing accuracy </li></ul><ul><li>Perspective of single point-of-knowledge </li></ul><ul><li>Improve process quality controls </li></ul>PATIENT SERVICES Next Previous
    24. 24. Confidential & Proprietary Property Richard Lynes Page Benefits Diagram Scenario Catalog Page Main Features <ul><li>Remote Services </li></ul><ul><li>Trouble ticket generation and tracking </li></ul><ul><li>Skill based problem matching </li></ul><ul><li>Problem resolution </li></ul><ul><li>Configuration management </li></ul><ul><li>Change management </li></ul><ul><li>Entitlement management </li></ul><ul><li>Metering and time billing </li></ul><ul><li>Direct link to suppliers </li></ul><ul><li>Patient profile access </li></ul><ul><li>Remote takeover </li></ul><ul><li>Fee based services </li></ul><ul><li>Cost effective skill utilization </li></ul><ul><li>More efficient capacity planning </li></ul><ul><li>Faster problem resolution </li></ul><ul><li>Increase lifetime relationship value </li></ul><ul><li>Build image as single source product/service provider </li></ul><ul><li>Manage product life cycle </li></ul><ul><li>Sale add-on opportunities </li></ul>HELP CENTER Next Previous
    25. 25. Confidential & Proprietary Property Richard Lynes Page <ul><li>IBU’s MANAGEMENT </li></ul><ul><ul><li>Increase up-sell and cross-sell opportunities </li></ul></ul><ul><ul><li>Capture user behavior and segmentation data </li></ul></ul><ul><ul><li>Increase account control </li></ul></ul><ul><ul><li>Move Customer information from Agents, IBU’s and operational levels to shared repository </li></ul></ul><ul><li>COST CONTROL </li></ul><ul><ul><li>Reduce returns </li></ul></ul><ul><ul><li>Implement transaction based fee strategy </li></ul></ul><ul><ul><li>Migrate operational activity from 800 lines to direct access automated operations </li></ul></ul><ul><ul><li>Optimize marketing vehicle and point-of-contact investments </li></ul></ul><ul><ul><li>Reduce costs for the buyer and seller </li></ul></ul><ul><li>CUSTOMER SATISFACTION </li></ul><ul><ul><li>Increase lifetime value relationships </li></ul></ul><ul><ul><li>Provide users with more intelligent, “real time” information and services </li></ul></ul><ul><ul><li>Improve accuracy of orders and billing </li></ul></ul><ul><ul><li>Create “virtual” sales and support organizations </li></ul></ul><ul><ul><li>Provide direct interaction between buyer and seller </li></ul></ul><ul><li>COMPETITIVE POSITIONING </li></ul><ul><ul><li>Regain market leader/innovator image </li></ul></ul><ul><ul><li>Positioned for new opportunities on “Information Superhighway” </li></ul></ul><ul><ul><li>Increase higher margin service offerings </li></ul></ul><ul><ul><li>Expand product offerings </li></ul></ul>BENEFITS
    26. 26. Confidential & Proprietary Property Richard Lynes Page Physical Network SNA APPN Common Transport Semantics Presentation Services Data Access Services Component Development Frameworks OpenDoc & Java & ActiveX Application Services TCP/IP OSI NETBIOS IPX Object Mgmt. Services Multimedia Print/View User Interface Files Transaction Monitor Workflow Manager Mail Communication Services Conver-sational Model Communication Services CORBA/ORB Directory X.500 / LDAP WAN Channel Emerging LAN Database Digital Library Security SET SSL Time Transaction Manager Remote Procedure Call Messaging Queuing MPI OPEN ARCHITECTURE
    27. 27. ORB-PROVIDES THE GLUE Confidential & Proprietary Property Richard Lynes Page RPC & MOM – Sample Flow Other Clients Program Unit Process User Request CALL (arg1, arg2) (precompiled stubs in C) Format User Reply Program User Advertise Call Threaded Dispatcher Return Results Database Lookup Database Update
    28. 28. Confidential & Proprietary Property Richard Lynes Page THROUGH TIME AND USAGE METERING WE CAN LEARN MORE ABOUT OUR CUSTOMERS/USERS THAN EVER BEFORE TYPES OF METERING REASONS FOR METERING License Information/Service Fee Based / Pay Per Use Asset Capacity Plan Entitlement /Compliance Transaction What Was Used? How Long? How Was It Used? Who Used It? How Many Times Was It Requested? Common Inquiries Buy / No Buy Triggers
    29. 29. Confidential & Proprietary Property Richard Lynes Page BENEFITS INCREASE CUSTOMER SATISFACTION LEVELS/LIFETIME VALUE RELATIONSHIPS REDUCED RETUNES/INCREASE UPSELL AND CROSS-SELL OPPORTUNTIES REGAIN MARKET LEADER/INNOVATOR IMAGE POSITION FOR NEW OPPORTUNITIES ON “INFORMATION SUPERHIGHWAY” INCREASE KNOWLEDGE OF USER BEHAVIOR PATTERNS AND SEGMENTATION OPTIMIZE VEHICLE AND POINT-OF-ENTRY INVESTMENT STRATEGY TRANSACTION-BASED FEE AND LICENSING STRATEGY
    30. 30. Confidential & Proprietary Property Richard Lynes Page AGENTS CUSTOMER PATNERS ENTERPRISE <ul><li>Reduced management </li></ul><ul><li>cost </li></ul><ul><li>Improved customer care </li></ul><ul><li>Shared information </li></ul><ul><li>Increase Customer </li></ul><ul><li>satisfaction and </li></ul><ul><li>relationship value </li></ul><ul><li>Reduced operating costs </li></ul><ul><li>Reduced provider & </li></ul><ul><li>supplier costs </li></ul><ul><li>Shared information </li></ul><ul><li>New service opportunities </li></ul>USER BENEFITS <ul><li>Improved Services </li></ul><ul><li>Agent empowerment </li></ul><ul><li>& education </li></ul><ul><li>Shorter sales costs </li></ul>
    31. 31. Confidential & Proprietary Property Richard Lynes Page 13 EC STRATEGY CAPABILITIES OFFERING SERVICE ATTRIBUTES NewCo Services Strategic Internet/Intranet Infrastructure Consulting Systems Management HelpDesk Services IT & Management Consulting OLAP Data Base Marketing Procurement Management Asset Management Electronic Information Distribution
    32. 32. Confidential & Proprietary Property Richard Lynes Page EC STRATEGY MODEL Client (A...) IBUs Client (D...) <ul><li>New Service Franchise: </li></ul><ul><li>High margin annuity business </li></ul><ul><li>Consistency, Quality & Scale </li></ul><ul><li>Patient Based Business Model </li></ul>Client (B...) Client (C...) <ul><li>IT Management Consulting Practices </li></ul><ul><li>Internet/Intranet Services </li></ul><ul><li>Systems Integration Services </li></ul><ul><li>Infrastructure Strategy </li></ul><ul><li>Alliance Partner Services </li></ul><ul><li>Data Base Marketing Services </li></ul><ul><li>Rapid Application Development (RAD) </li></ul><ul><li>Digital Content Publishing & Mgt. </li></ul>Nurse Physician Consulting EC ATG Center of Excellence NewCo Alliance Partners Industry Net Measurement & Continuos Improvement
    33. 33. Confidential & Proprietary Property Richard Lynes Page Advanced Technology Center NewCo CAPABILITIES ORGANIZATIONAL STRUCTURE Marketing Servicing Enterprise core competencies would be leveraged and integrated within each of the capability offerings Account Mgmt Creative Media Partnership Marketing Practice Management Disaster Recovery Hosting Services HMO & PPO IT Management Consulting Outsourcing Information Services Electronic Strategy Systems Integration Capability Advanced Technologies Group <ul><li>Showcase integrated internet/Intranet management and service delivery </li></ul><ul><li>Showcase multi media electronic vehicles, i.e. e-catalog, e-mail/e-store </li></ul><ul><li>Showcase working transaction infrastrucuture model </li></ul>President Executive Committee New Business Development/Cross Functional Virtual Teams <ul><li>Detail design </li></ul><ul><li>Implementation </li></ul><ul><li>Outsource project management </li></ul><ul><li>Research new technologies </li></ul><ul><li>Strategy and design </li></ul><ul><li>Prototyping RAD </li></ul>
    34. 34. Confidential & Proprietary Property Richard Lynes Page Culture “ The way we do things around here” Communications “ The way we position our value” Business Processes “ The way we operate to add value” Organization “ The way we structure for competence” Information and Technology “ Our work tools” Management Systems “ The way we support performance” Continuous Improvement <ul><li>Decide </li></ul><ul><li>Create </li></ul><ul><li>Manage </li></ul><ul><li>Communicate </li></ul><ul><li>Disagree </li></ul><ul><li>Learn </li></ul><ul><li>Value </li></ul><ul><li>Negotiate </li></ul><ul><li>Competitive positioning </li></ul><ul><li>Messaging </li></ul><ul><li>Segmentation </li></ul><ul><li>Integration </li></ul><ul><li>Patient feedback loop </li></ul><ul><li>Measure feedback </li></ul><ul><li>Reward </li></ul><ul><li>Train in fundamental competence </li></ul><ul><li>Data/Databases </li></ul><ul><li>Information </li></ul><ul><li>HW/SW/Networks </li></ul><ul><li>Voice mail/E-mail/EDI/WWW </li></ul><ul><li>Advanced technology </li></ul><ul><li>Analyze/Interpret </li></ul><ul><li>Strategic/Plan </li></ul><ul><li>Organize/Design </li></ul><ul><li>Train in skills </li></ul><ul><li>Hire, staff </li></ul><ul><li>Develop products </li></ul><ul><li>Fulfill orders </li></ul><ul><li>Serve Patients </li></ul><ul><li>Manage markets </li></ul><ul><li>Plan, resource, control </li></ul>Strategy Strategy External Forces External Forces STRATEGIC IMPERATIVES
    35. 35. Confidential & Proprietary Property Richard Lynes Page INTEGRATED STRATEGY CAPABILITIES OFFERING Benefits Needs <ul><li>Optimize value of Customer base </li></ul><ul><li>Expand market opportunities </li></ul><ul><li>Achieve 100% Customer satisfaction </li></ul><ul><li>Nurture sustainable Client relationships </li></ul><ul><li>Manage risk </li></ul><ul><li>Decrease costs/Increase margins </li></ul><ul><li>Leverage new distribution methods </li></ul><ul><li>Optimize transaction processing </li></ul><ul><li>Reduce time to market </li></ul><ul><li>Maximize market share </li></ul>Strategic Positioning Information Delivery Services Infrastructure Full Life Cycle Management Infrastructure Assessment, Design, Implementation and Management <ul><li>Cost efficient operations </li></ul><ul><li>Direct link to Agents/Customers </li></ul><ul><li>Real time delivery of products and services </li></ul><ul><li>Managed assets </li></ul><ul><li>Low transaction costs </li></ul><ul><li>Increased knowledge of Customers </li></ul><ul><li>Improved Customer satisfaction </li></ul><ul><li>Dynamic approach to communication </li></ul><ul><li>Strategically managed investments </li></ul><ul><li>Improved corporate image as marketing Innovator </li></ul><ul><li>New product, services and market opportunities </li></ul><ul><li>Business offerings evolve with new technology environments </li></ul><ul><li>Competitive advantage/industry leader </li></ul><ul><li>Cohesive and leveraged approach </li></ul><ul><li>Integrated channel design </li></ul>WEB Based Enterprise Management Financial Management
    36. 36. Confidential & Proprietary Property Richard Lynes Page SERVICES OPTIONS CAPABILITIES OFFERING <ul><li>New Markets </li></ul><ul><ul><li>Enterprise services </li></ul></ul><ul><ul><li>Entertainment </li></ul></ul><ul><ul><li>Supplier management </li></ul></ul><ul><ul><li>Education </li></ul></ul><ul><ul><li>Retail </li></ul></ul><ul><li>New Markets </li></ul><ul><ul><li>Enterprise Services </li></ul></ul><ul><ul><li>Transaction Management </li></ul></ul><ul><ul><li>Supplier Management </li></ul></ul><ul><ul><li>Systems Management </li></ul></ul><ul><ul><li>Content Management </li></ul></ul><ul><li>Increased Product Offering </li></ul><ul><ul><li>New service providing applications </li></ul></ul><ul><ul><li>Expanded shrink wrap offering </li></ul></ul><ul><ul><li>Non-traditional third party retail </li></ul></ul><ul><ul><li>Information </li></ul></ul><ul><ul><li>Services </li></ul></ul><ul><li>New Service Applications </li></ul><ul><ul><li>Patient access electronic catalogs </li></ul></ul><ul><ul><li>Internal call center catalog applications </li></ul></ul><ul><ul><li>Electronic Software Distribution </li></ul></ul><ul><ul><li>Workflow management </li></ul></ul><ul><li>Higher Margin Services </li></ul><ul><ul><li>Remote ASSET MANAGEMENT </li></ul></ul><ul><ul><li>Procurement management </li></ul></ul><ul><ul><li>Catalog production and space sales </li></ul></ul><ul><ul><li>Joint marketing </li></ul></ul><ul><ul><li>Product demo, training and advertising production </li></ul></ul><ul><ul><li>Data center operations </li></ul></ul><ul><ul><li>Telesales outsourcing </li></ul></ul><ul><li>Capabilities & core competency centers: </li></ul><ul><ul><li>WEB Community Hosting Services </li></ul></ul><ul><ul><li>Asset Management </li></ul></ul><ul><ul><li>Research </li></ul></ul><ul><ul><li>Disaster Recovery </li></ul></ul><ul><ul><li>WBEM </li></ul></ul><ul><ul><li>Information Mining </li></ul></ul><ul><ul><li>Best Practices </li></ul></ul><ul><ul><li>Infrastructure Consulting </li></ul></ul>
    37. 37. ENTERPRISE e-COMMERCE VISION IS SYSTEMS STRATEGY <ul><li>Proprietary </li></ul><ul><li>Richard Lynes </li></ul><ul><li>for </li></ul><ul><li>NewCo </li></ul><ul><li>April 29, 2011 </li></ul>Confidential & Proprietary Property Richard Lynes Page
    38. 38. Confidential & Proprietary Property Richard Lynes Page The Big Picture – “Getting it down on paper” Migration Strategy – “Filling in the boxes” Relationship – “How DTG Helps going forward”
    39. 39. <ul><ul><li>IS is now partnering with NewCo to provide a strategic viewpoint of the design and development of a eCommerce “End State.” </li></ul></ul>Confidential & Proprietary Property Richard Lynes Page Organization Business Processes Management Systems Culture Communications Systems “ The way NewCo structures the End State for competitive advantage” “ The way NewCo operates to add value” “ The way NewCo measures and supports performance” “ The way NewCo does things” “ The way NewCo positions its value” “ The way NewCo utilizes its information and technology infrastructure” to deliver quality client services Todays Discussion
    40. 40. Confidential & Proprietary Property Richard Lynes Page Center Strategic Architecture Center Network Centric Vision Center Systems Capability Vision The Big Picture
    41. 41. SYSTEMS CAPABILITY VISION THE BUSINESS DEFINED Confidential & Proprietary Property Richard Lynes Page What is NewCo business? <ul><li>Network Centric Focus </li></ul><ul><li>Management Services </li></ul><ul><li>Support Services </li></ul><ul><li>Infrastructure Services </li></ul>
    42. 42. Partners For Innovation: The Ultimate Competitive Edge <ul><li>Imagine for a moment the ideal business environment. In this environment, your company is the unquestioned market leader because: </li></ul><ul><li>• Ideas and information that dramatically increase your company's ability to innovate flow constantly to all parts of your organization. </li></ul><ul><li>• Your people are able to develop cutting-edge products and top-quality services, define and shape new markets, and exploit hidden market niches. </li></ul><ul><li>• Your products and services are so extraordinary that your employees are always loyal and regularly promote your company to potential new clients. </li></ul>Confidential & Proprietary Property Richard Lynes Page
    43. 43. SYSTEMS CAPABILITY VISION LAYERED INFRASTRUCTURE <ul><li>Three main areas of the infrastructure strategy must be developed and integrated to support: (1) cross functional processes, (2) across all points of contact, (3) single point resolution </li></ul>Confidential & Proprietary Property Richard Lynes Page Direct WAN/LAN Link WAN Link Wireless Link Sales Marketing Manufacturing Finance Distribution Service & Support Fax PDA WWW Screen Phone Telephone Internet Public Networks VPNs EDI Consistent and Integrated Experience User Infrastructure Communications Infrastructure Applications Infrastructure Information Infrastructure Kiosks Consumer Businesses Suppliers Blue Suits & VARs Agents Management
    44. 44. NewCo SYSTEMS CAPABILITY VISION COMPETENCY CENTER <ul><li>The infrastructure must be flexible enough to support multi media interaction and multiple means of interaction – the Competency Center environment </li></ul>Confidential & Proprietary Property Richard Lynes Page Telephone Wireless WWW Voice Data Image Video
    45. 45. <ul><li>The telephone will remain an important device for four reasons </li></ul><ul><ul><li>1 Higher penetration </li></ul></ul><ul><ul><li>2 Ease of use </li></ul></ul><ul><ul><li>3 Ease of integration </li></ul></ul><ul><ul><li>4 Human component </li></ul></ul>NewCo SYSTEMS CAPABILITY VISION THE TELEPHONE AS A DEVICE Confidential & Proprietary Property Richard Lynes Page
    46. 46. NewCo SYSTEMS CAPABILITY VISION NETWORKED CONCEPTS <ul><li>This Competency Center infrastructure should be developed to support 6 key concepts: </li></ul>Confidential & Proprietary Property Richard Lynes Page 1 “Virtual” Single point of entry 2 Multiple entry channels 3 Non-human intensive 4 Shared and leveraged information 5 Consistent image to market 6 Integrated approach Hospitals & Clinics HMO & PPO Finance and Administration Information Distribution B C D E Point of Entry Shared/Integrated Information Repository Patient Service A WWW Telephone Fax On-line CD ROM
    47. 47. NewCo SYSTEMS CAPABILITY VISION CENTER INFRASTRUCTURE SUPPORT <ul><li>The Competency Center Infrastructure should support Providers and Health Care Management organizations who enable patient services. </li></ul>Confidential & Proprietary Property Richard Lynes Page NewCo HMO Partners PPO Catalog Library Providers <ul><li>Cross-channel marketing </li></ul><ul><li>Documentation and re-publishing </li></ul><ul><li>Reduces need for regional approach </li></ul><ul><li>Access to credit services </li></ul><ul><li>Joint outbound marketing </li></ul><ul><li>Sale center capasity </li></ul>Indirect On-line Joint Marketing Help Center Products Services Direct On-Line Segmented Catalogs
    48. 48. NewCo SYSTEMS CAPABILITY VISION Confidential & Proprietary Property Richard Lynes Page Windows Application Office Automation Microsoft Office 4.0 Microsoft Corporation PROMO Price Our Price List Price Cost Savings 60% Margin 50% $259.00 $295.00 $495.00 $199.00 $295.00 $100.00 LISTING SPECS COMMENTS Microsoft Office represents the leading edge in Integrated Office Automation products. Rich in functionality spanning key productivity tools: spreadsheet, word processing, database, presentation and mail. This product supports DDE, OLE and other Windows based APIs. This product integrates all levels from user interface (GUI), application level messaging, and interprocess communications. These techniques offer developers and user productivity gains in work group workflow computing. PRODUCT TYPES AVAILABLE quote order table of contents index fax back #1614 shrink wrap docs only disc only license only green marketing vehicles promotions demo training product reviews features services add-ons requirements product comparisons <ul><li>MEDIA TYPES </li></ul><ul><li>AVAILABLE </li></ul><ul><li>3.5” </li></ul><ul><li>5.25” </li></ul><ul><li>Dual </li></ul><ul><li>CD-ROM </li></ul><ul><li>Tape </li></ul>NewCo Electronic Catalog: Product example only
    49. 49. NewCo SYSTEMS CAPABILITY VISION STRATEGY COMPONENTS Confidential & Proprietary Property Richard Lynes Page Interactive Devices Interactive Applications Customer Facing Services & Applications Agent Facing Services & Applications Networked Strategy
    50. 50. Confidential & Proprietary Property Richard Lynes Page Center Strategic Architecture Center Network Centric Vision Center Systems Capability Vision The Big Picture
    51. 51. <ul><li>The Competency Center infrastructure is made up of four main areas. </li></ul><ul><li>Three of these areas are components of the systems infrastructure, while the user area serves as requirements and continuos improvement mechanisms. </li></ul>NewCo NETWORK CENTRIC VISION 4 MAIN AREAS Confidential & Proprietary Property Richard Lynes Page Communications Information Applications Users Competency Center Infrastructure
    52. 52. NewCo NETWORK CENTRIC VISION SIX KEY CONCEPTS <ul><li>The systems infrastructure should be designed to support six key concepts: </li></ul><ul><ul><li>Four Integrated Levels </li></ul></ul><ul><ul><li>Network Centric View </li></ul></ul><ul><ul><li>Distributed Operational Processes </li></ul></ul><ul><ul><li>Multi-Media Content/Multi-Medium Environment </li></ul></ul><ul><ul><li>Needs Based Resource Match </li></ul></ul><ul><ul><li>Virtual Service Teams </li></ul></ul>Confidential & Proprietary Property Richard Lynes Page
    53. 53. NewCo NETWORK CENTRIC VISION FOUR INTEGRATED LEVELS <ul><li>The telecommunications requirements will be serviced at Four Integrated Levels: </li></ul>Confidential & Proprietary Property Richard Lynes Page WAN Site LAN Desktop
    54. 54. <ul><li>The network-centric view requires that the primary focus reside at the WAN level Processes, key capabilities and control are managed at the WAN level, extending down to the various sites, LANs and finally the desktops Unlike a location-centric view, resources to service an event are location transparent </li></ul>NewCo NETWORK CENTRIC VISION NETWORK-CENTRIC VIEW Confidential & Proprietary Property Richard Lynes Page Location Centric View Network Centric View VS. Center Center Events Center Network Center Events Center Center Enterprise Knowledge Layer
    55. 55. <ul><ul><li>Various processes are replicated at multiple sites operating as single logical processes </li></ul></ul><ul><ul><li>Process standards and resources are consistent and integrated </li></ul></ul>NewCo NETWORK CENTRIC VISION DISTRIBUTED OPERATIONAL PROCESSES Confidential & Proprietary Property Richard Lynes Page OP1 OP2 OP3 OPn OP4 . . . . . Site 1 Site 2 Site 3 Site 4 Site X . . . . X X X X X X X X X X X X X X X X X Operational Processes (OP)
    56. 56. <ul><li>Today, communications with Customers are predominantly single media (voice) and single medium (telephone) </li></ul><ul><li>The tele-utility will increasingly become one of multi-media (integrated voice, video, data and image) communicated in a multi-medium environment (integrated vehicles of telephone, on-line, WWW, screen phones, smart cards, etc.) </li></ul>NewCo NETWORK CENTRIC VISION MULTI-MEDIA CONTENT/MULTI-MEDIUM ENVIRONMENT Confidential & Proprietary Property Richard Lynes Page NewCo On Line Telephone WWW Screen Phone Smart Cards <ul><li>Voice </li></ul><ul><li>Video </li></ul><ul><li>Data </li></ul><ul><li>Image </li></ul><ul><li>Voice </li></ul><ul><li>Video </li></ul><ul><li>Data </li></ul><ul><li>Image </li></ul>Video Conference Bridge Health Care Provider Agent
    57. 57. NewCo NETWORK CENTRIC VISION EVENT NEEDS-BASED RESOURCE MATCH Confidential & Proprietary Property Richard Lynes Page Segmentation & Processing Who What Why Business Knowledge Product Type Product Expertise Optimized System Matching Agent Availability Incoming Events Agent Profile Segmentation and Processing must mirror Agent Profiling and be concurrent with Training, Capacity Planning and Assignment to maximize benefit
    58. 58. NewCo NETWORK CENTRIC VISION VIRTUAL SERVICE TEAMS <ul><li>Leverages the most appropriate resources in crucial steps of every event – instantly and with little effort </li></ul><ul><li>Resources step in quickly, automatically and without barriers of location or function to provide added value </li></ul>Confidential & Proprietary Property Richard Lynes Page Location 1 Location 2 Location 3 Conference in appropriate additional resources Marketing Patient Service Technical Support Management Manufacturing Sales Marketing Patient Service Technical Support Management Manufacturing Sales Marketing Patient Service Technical Support Management Manufacturing Sales Customers Partners Suppliers
    59. 59. <ul><li>The requisite communications capability and functionality have been grouped into five categories, with dependent and enabling relationships both within and across categories </li></ul>NewCo NETWORK CENTRIC VISION FIVE REQUIREMENTS CATEGORIES Confidential & Proprietary Property Richard Lynes Page Customer Segmentation Customer Treatment Management Process/ Control Networking Systems Integration
    60. 60. <ul><li>Customer Segmentation </li></ul><ul><ul><li>Determines who the Customer is, what the nature of the event is, and why the event or system has decided it should make contact </li></ul></ul><ul><li>Customer Treatment </li></ul><ul><ul><li>Outlines what the system does after segmentation, how the Customer is processed through the system and what services are provided </li></ul></ul><ul><li>Management Process and Control </li></ul><ul><ul><li>Describes how the resources that comprise the system are controlled and managed </li></ul></ul><ul><li>Networking </li></ul><ul><ul><li>Determines how service is provided and through what means (primarily the wide and local area network services) </li></ul></ul><ul><li>Systems Integration </li></ul><ul><ul><li>Identifies the resources needed and the required means of interconnecting and interfacing with these resources </li></ul></ul>NewCo NETWORK CENTRIC VISION FIVE REQUIREMENTS CATEGORIES Confidential & Proprietary Property Richard Lynes Page
    61. 61. <ul><li>Customer Segmentation Requirements </li></ul><ul><li>Determines: </li></ul><ul><ul><li>Who a Customer or resource is and why a Customer or resource is initiating an event </li></ul></ul><ul><ul><li>Based on who a Customer or resource is, how a event should be processed </li></ul></ul><ul><ul><li>When, how, and why the system initiates contact with a Customer or resource </li></ul></ul>NewCo NETWORK CENTRIC VISION CUSTOMER SEGMENTATION Confidential & Proprietary Property Richard Lynes Page Event Receipt Recognition & Processing Dynamic Event Segmentation Event Abandonment Treatment Event Back Treatment Proactive Patient Contact
    62. 62. <ul><li>Customer Treatment Requirements </li></ul><ul><ul><li>Enables Customer services on a event-by-event basis </li></ul></ul><ul><ul><li>Integrates the unique identity of a Customer, purpose of contact, current assessment, and real-time assignment of appropriate system-wide resources </li></ul></ul><ul><ul><li>Presents a single image to the customer </li></ul></ul>NewCo NETWORK CENTRIC VISION CUSTOMER TREATMENT Confidential & Proprietary Property Richard Lynes Page Network Managed Routing Network Signal Point Control Direction Remote Access Patient Facilities ESSD Variable Medium Communications Channels Next “Best” Available Resource Real-Time Resource Assessment Enroute Event Treatment Event Queueing Treatment Logical Skill Sets Multilingual Services Outlined boxes indicate requirements in other groupings
    63. 63. <ul><li>Management Process and Control Requirements </li></ul><ul><ul><li>The ability to monitor, measure, assess, and allocate system-wide resources in response to changing conditions and events. This includes the following: </li></ul></ul>NewCo NETWORK CENTRIC VISION MANAGEMENT PROCESS AND CONTROL Confidential & Proprietary Property Richard Lynes Page Network Signal Point Control Direction System Function Management and Control Real-Time Resource Assessment Logical Skill Sets Connectivity Reallocation/ Reconstitution Event Trace Monitoring by Operational Process Automatic Event Wrap-Up Outlined boxes indicate requirements in other groupings
    64. 64. <ul><li>Networking Requirements </li></ul><ul><ul><li>Incorporates technology to support distributed, workflow, and collaborative work group computing environments </li></ul></ul><ul><ul><li>Client/Server, On-Line Transaction Processing (OLTP), and replication strategies must contain a series of identified network-centric applications and must be supported by the following requirements: </li></ul></ul>NewCo NETWORK CENTRIC VISION NETWORKING Confidential & Proprietary Property Richard Lynes Page Multimedia Conferences One-Way/Two-Way Media Conversion Security Remote Resource Connectivity Application Programming Interface (API) Messaging Concurrent Mutual Transfer Programmed/Scheduled Delivery ESSD CTI Application Integration Outlined boxes indicate requirements in other groupings
    65. 65. <ul><li>Systems Integration Requirements </li></ul><ul><ul><li>The telecom network supporting the proposed tele-utility will be composed of various “Solution Components” </li></ul></ul><ul><ul><li>The integration of these systems is required to provide the total Telecom & IS Architecture </li></ul></ul><ul><ul><li>The integration will provide transparent access, uniform agent operation, and seamless systems functionality. </li></ul></ul>NewCo NETWORK CENTRIC VISION SYSTEMS INTEGRATION Confidential & Proprietary Property Richard Lynes Page CTI Application Integration Network Distributed Switching Remote Access Patient Facilities Dynamic Bandwidth Capacity Electronic Software & Service Distribution Medium Integration Application Programming Interface (API) Security Distributed Client Server Topology Concurrent Mutual Transfer Variable Site Termination Methodologies Messaging Outlined boxes indicate requirements in other groupings
    66. 66. Confidential & Proprietary Property Richard Lynes Page Center Strategic Architecture Center Network Centric Vision Center Systems Capability Vision The Big Picture
    67. 67. NewCo STRATEGIC ARCHITECTURE NETWORK CONVERGENCE Confidential & Proprietary Property Richard Lynes Page Electronic Commerce Interactive Systems Telecommunication Media/ Advertising Database & Information Marketing Teleservices Communications Services Marketing Services Patient Tracking & Usage Metering On-line Services Purchase Advisory Services Evolving Electronic Environments Satisfaction Measurement Evolving Electronic Environments Applications
    68. 68. NewCo STRATEGIC ARCHITECTURE ENTERPRISE CONVERGENCE Confidential & Proprietary Property Richard Lynes Page Common user interface Work-flow, groupware deployment E-forms & document management Application interfaces & development Messaging backbone Directory services Security Data access or data sharing Data infrastructure Data model Network design & management Client/server Enterprise IT Strategies Not enforceable on partners, no agreed-on standard, vendor-driven Imaging, workflow not standardized, little or no support for external routing No standard back end (e.g., EDI) to enable external processing on receipt Not enforceable, conflicts with partner systems, limited usage and value Other enterprises as remotes conflicts with their own messaging strategies “ One-sided” shared policy, no provision for external administration Interconsistent deployment of standards, lack of key management policies No provisions for levels of access and inadequate tracking of updates No provisions for levels of access, also tracking, usability and meaning No recognition of need for shared meaning or external data in model Inadequate support for remote users, network overlap and conflict Lack of control, strategy conflict, poor coordination of migration plans Some Specific Weaknesses for EC
    69. 69. NewCo STRATEGIC ARCHITECTURE DISTRIBUTED COMPUTING ENVIRONMENT Confidential & Proprietary Property Richard Lynes Page Applications Electronic forms, Intelligent event Routing, Resource Scheduling, Shared Patient Database, CICS & OLTP, X.400, EDI, Mail Exchange Getaways AIX, OS/Z, VMS, MVS, UNIX, WROU 32, Windows NT Operation System and Transport Services SNA, TCP, APPC, IPX, LU/6.2, Others Threads Sockets Other Distributed Services DCE–DSOM–SOM–Others Distributed File Services Taligent Time Directory/File Synchronization Naming X.500 Other Fundamental Services (Future) Electronic Commerce API’s PC Integration CTI–Client Agent <ul><li>Security </li></ul><ul><li>Kerberos & SSL </li></ul><ul><li>Distributed </li></ul><ul><li>Key Encryption </li></ul><ul><li>Authorization </li></ul><ul><li>Authentication </li></ul><ul><li>Notification </li></ul><ul><li>Management </li></ul><ul><li>Net View </li></ul><ul><li>Configuration </li></ul><ul><li>Trouble Tickets </li></ul><ul><li>EDS </li></ul><ul><li>Lic. Mgt. </li></ul><ul><li>Asset Mgt. </li></ul><ul><li>Change Mgt. </li></ul>OSF DCE MODEL MOM (Message Oriented Middleware) Remote Procedure event and Presentation Services with OLTP Supports Multiple Protocols Pipes, MQ (Message–Queueing), Object Request Broke (ORB)
    70. 70. NewCo STRATEGIC ARCHITECTURE DISASTER RECOVERY CENTER CONSTRUCT Confidential & Proprietary Property Richard Lynes Page Salt Lake City Center Center Data Center Data Center Dallas Center Center Raleigh Center Atlanta Center Chicago Center Denver Center Leased Lines - 9 Leased Lines - 8 Leased Lines - 10 Leased Lines - 2 Leased Lines - 11 Land Line - 3 Leased Lines - 1 Leased Lines - 15 Leased Lines - 14 Leased Lines - 13 Leased Lines - 12 Land Line - 4 T1- 3 T1- 4 T1- 5 T1- 6 T1- 7 T1- 9 T1- 8 Data-WAN Voice-WAN X.25-2 X.25-2
    71. 71. NewCo STRATEGIC ARCHITECTURE ACD IN THE SKY Confidential & Proprietary Property Richard Lynes Page Gnd Station Satellite Link-2 SS7 Switch-6 Switch-6 DAP ERC CSU-1 Dial-up-1 Patient Land Line-5 Sequitoe East Sequitor West Switch-6 Ethernet-1 Ethernet-1 Ethernet-1 RDG VRU-1 IVR-1 T1-2 T1-1 Frame Relay-1 T1-3 T1-4 CTI Server CTI Server LAN-3 PC-2 Dell LAN-2 PC-1 Dell PBX-1 NewCo Center Land Line-1 Land Line-1 Gnd Station Ethernet-1 AS/400-1 10BaseT Center PBX-1 Land Line-4 EIS 9000 Mainframe RS-232 RS-232 Satellite Link-1
    72. 72. NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS Confidential & Proprietary Property Richard Lynes Page MVS/ESA & AIX/6000/SP–2 Host Enterprise Server Inbound/ Outbound Locator Object Metering Queue Management Administration & Configuration Metrics & Reporting Messaging Development Framework (MDF) Diagnostics & Simulation Session Control Workflow Management Store & Forward Development Environment Server Access NAMED PIPES MQI NVAS HLLAPI FEPI SLUp APPC Sockets Distributed System Object Model (DSOM) CTI Business Process Redesign Speed Dial ANI DNIS
    73. 73. NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS Confidential & Proprietary Property Richard Lynes Page Thin Workflow Session Control Security Configuration Utilities Monitoring/Tracking Administration Maintenance OS/WIN 95/NT Workgroup Server
    74. 74. NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS Confidential & Proprietary Property Richard Lynes Page (GUI) Sales and Service Application UNIX Workstation Memory Mgmt Comm Interface Message Correlator Message Framing Queue Mgmt CTI Locator Inbound Admin Config Speedial ANI DNIS Windows Object Wrappers API Points
    75. 75. Confidential & Proprietary Property Richard Lynes Page Background – NewCo/DTG Relationship History The Big Picture – “Getting it down on paper” Migration Strategy – “Filling in the boxes” Relationship – “How DTG Helps going forward”
    76. 76. PARALLEL WORK EFFERTS Confidential & Proprietary Property Richard Lynes Page Identify near-term requirements Conceptual design Functional spec Procure off-the-shelf hw/sw Option 1 Pilot Analyze results (Business case) Option 4 Development Option 4 Limited deployment Option 4 Full deployment BPR Define process changes Implement process changes Define/implement architecture changes Center development Consolidation Develop End-State Vision End-State
    77. 77. NewCo PILOT EVOLUTION EVENT TRANSFER SCENARIO Confidential & Proprietary Property Richard Lynes Page 1 Common DB Shadow copy distributed (replicated) to each site (read only access) 2 On event transfer, voice/data transfer is used to send event purpose information and DB shadow look up key (other key Patient elements could be sent if necessary as backup) 3 Agent can quickly bring up current DB shadow on event transfer based on key field 4 To make DB changes, agent will initiate an application to link to site partition of central DB (master) through data WAN or changes will be captured at the site and uploaded at a later point in time Domain Server Common Database Master Database NewCo Direct Dallas Detroit Tucson Other Sites Data WAN Dallas DMC Other Sites Tucson NFC Detroit DMC Common DB Shadow LAN/DB Server LAN TADs Server NewCo Direct Agent
    78. 78. NewCo PILOT EVOLUTION FUTURE SUPPLY CHAIN MANAGEMENT Confidential & Proprietary Property Richard Lynes Page Enterprise Patients and Prospects Brokers Jobbers Distributors Agents On-line marketplace and EM managers Direct access to other companion's databases Multi enterprise collaboration Information content standards Communication standards Graphical user interface Application programming interfaces 1994 – 1999+ Common Infrastructure = lower costs
    79. 79. NewCo APPROACH PARALLEL EFFORTS <ul><li>In order to design and migrate towards a strategic end-state, an approach of three efforts should be developed. </li></ul>Confidential & Proprietary Property Richard Lynes Page Phase I Strategic Architecture Phase II Strategic Plan Phase III Risk Mitigation Strategy 4th Parallel Effort “ What is the Strategic End State” “ What does NewCo need to do to get to the End State” “ How does NewCo make smart decisions and investments while they get to the End State” Pilot Scalability Study
    80. 80. NewCo APPROACH PARALLEL EFFORT <ul><li>The three phases must take place as parallel efforts. </li></ul>Confidential & Proprietary Property Richard Lynes Page Strategic Vision End-State Realized Development of Risk Mitigation Strategy Development of Strategic Vision Development of Strategic Architecture <ul><ul><li>Lack of integration will result in a poor design </li></ul></ul><ul><ul><li>Difficult to integrate dissimilar products </li></ul></ul><ul><ul><li>Difficult to maintain/upgrade </li></ul></ul><ul><ul><li>Inflexible to changing business requirements </li></ul></ul><ul><ul><li>Inelastic-static not dynamic </li></ul></ul><ul><ul><li>Multi-vendor management </li></ul></ul><ul><ul><li>Cost inefficiencies </li></ul></ul><ul><li>Development of an integrated object-oriented component architecture </li></ul><ul><ul><li>Maximizes development resources Reflects changing business needs and best practices </li></ul></ul><ul><ul><li>Supports tightly integrated reusable components </li></ul></ul><ul><ul><li>Reduces costs over life cycle & cycle times </li></ul></ul><ul><ul><li>Reflects open standards </li></ul></ul>
    81. 81. NewCo APPROACH PHASE I STRATEGIC ARCHITECTURE Confidential & Proprietary Property Richard Lynes Page Phase II Strategic Plan Phase III Risk Migration Plan Phase I Strategic Architecture Agree to Center Plan Document Conceptual Design Functional System Requirements Establish Architecture Standards Identify Options Map to Strategic Plan and Risk Plan
    82. 82. NewCo APPROACH PHASE I STRATEGIC ARCHITECTURE Confidential & Proprietary Property Richard Lynes Page Functional System Requirements Multimedia Voice Data Image Video Multi Application “Best-In-Class Acquisition Storage Sharing/Consolidation Access Presentation/View Transfer/Movement Metrics Integration/Linkages How will the infrastructure source/acquire media of all types? What will the storage requirements for media be, and where? Regardless of where media and applications are stored, how will they be shared? By which interactive channels will media and applications be accessed? How will media be moved and packaged? How will media be measured to determine its worth? How will media and application be linked and integrated to provide a “single view” to the user? How will media be viewed for a consistent experience?
    83. 83. NewCo APPROACH PHASE II STRATEGIC PLAN Confidential & Proprietary Property Richard Lynes Page Finalize Center Strategy Assess Remaining “Installed Infrastructure” Identify and map all strategic initiatives towards the end state Understand Partner Development Plans Implement Stepping Stone Activities (i.e., Pilot) Analyze activity results Replace obsolete system components Identify business goals and requirements Conduct gap analysis Develop detailed design RFI/RFP Development and Integration Plan Change Management and Implementation Plan Refine End State Model PHASE II Strategic Plan PHASE I II Risk Migration Plan PHASE I Strategic Architecture
    84. 84. NewCo APPROACH PHASE III RISK MITIGATION PLAN Confidential & Proprietary Property Richard Lynes Page Analyze activity results Replace obsolete system components Identify business goals and requirements RFI/RFP Development and Integration Plan Change Management and Implementation Plan Refine End State Model PHASE II Strategic Plan PHASE III Risk Migration Plan PHASE I Strategic Architecture
    85. 85. NewCo APPROACH NEAR-TERM VS. STRATEGIC <ul><li>Near-Term Risk Mitigation </li></ul><ul><ul><li>Work with existing technology, processes, applications </li></ul></ul><ul><ul><li>Procure off-the-shelf-HD/SW to meet immediate needs </li></ul></ul><ul><ul><li>Must follow standard RFP vendor selection process </li></ul></ul><ul><ul><li>Must not impair ability to reach end-state </li></ul></ul><ul><ul><li>Inherently based on obsolete technology </li></ul></ul><ul><li>Strategic Architecture </li></ul><ul><ul><li>Based on object-oriented component architecture </li></ul></ul><ul><ul><li>Avoids throw-away hardware and software </li></ul></ul><ul><ul><li>End-state change results in component change, not change to entire system </li></ul></ul><ul><ul><li>Flexible, scalable, system components </li></ul></ul>Confidential & Proprietary Property Richard Lynes Page
    86. 86. Confidential & Proprietary Property Richard Lynes Page Background – NewCo/DTG Relationship History The Big Picture – “Getting it down on paper” Migration Strategy – “Filling in the boxes” Relationship – “How IS helps going forward”
    87. 87. NewCo RELATIONSHIP IS ROLE <ul><li>The breakdown of roles in a System Infrastructure Development project are analogous to those in the construction industry. IS is well positioned to serve NewCo in roles that drive the design, integration and deployment. </li></ul>Confidential & Proprietary Property Richard Lynes Page Construction Industry System’s Infrastructure Development <ul><li>User end system requirements </li></ul><ul><li>Conceptual design </li></ul><ul><li>Functional specification </li></ul><ul><li>Detailed design </li></ul><ul><li>RFI management </li></ul><ul><li>Project management </li></ul><ul><li>Change management </li></ul><ul><li>Process Redesign </li></ul><ul><li>Systems Integration </li></ul><ul><li>RPF Management </li></ul><ul><li>Product development </li></ul><ul><li>Code writing </li></ul><ul><li>Product support </li></ul>Architect General Contractor Builder
    88. 88. NewCo RELATIONSHIP WHY IS <ul><li>There are many “Architects” and “General Contractors” who work in the field of System Infrastructure Development. However, the greatest success stories come from those partnerships where the most relevant core competencies are leveraged. </li></ul><ul><ul><li>IS Core competencies </li></ul></ul><ul><ul><ul><li>Virtual service and support centers </li></ul></ul></ul><ul><ul><ul><li>“ Customer Servicing” approach CBMM </li></ul></ul></ul><ul><ul><ul><li>Business Process Redesign </li></ul></ul></ul><ul><ul><ul><li>Marketing and communications integration strategy </li></ul></ul></ul><ul><ul><ul><li>Differential investment planning </li></ul></ul></ul><ul><ul><ul><li>Interactive communications </li></ul></ul></ul><ul><ul><ul><li>Tele-communications and information systems </li></ul></ul></ul><ul><ul><ul><li>Electronic Commerce </li></ul></ul></ul><ul><ul><ul><li>Project management </li></ul></ul></ul>Confidential & Proprietary Property Richard Lynes Page
    89. 89. NewCo RELATIONSHIP WHY IS <ul><li>As IS works with NewCo in the definition and development of their eCommerce infrastructure strategy, we will look at each component across with a strategic integrated view. Each component will feed as continuous improvement process. </li></ul>Confidential & Proprietary Property Richard Lynes Page Organization Business Processes Management Systems Culture Communications Systems “ The way NewCo structures the End State for competitive advantage” “ The way NewCo operates to add value” “ The way NewCo measures and supports performance” “ The way NewCo does things” “ The way NewCo positions its value” “ The way NewCo utilizes its information and technology infrastructure” Todays Discussion
    90. 90. NewCo RELATIONSHIP WHY IS <ul><li>IS will work closely with various organizations across NewCo. While this work will focus on the Center of Excellence, this partnership will allow IS to develop close ties and to gain keen insights into NewCo in a number of areas: </li></ul><ul><ul><li>Business model </li></ul></ul><ul><ul><li>Organizational structure </li></ul></ul><ul><ul><li>Culture </li></ul></ul><ul><ul><li>Business processes </li></ul></ul><ul><ul><li>Operational environments </li></ul></ul><ul><ul><li>Technology plans </li></ul></ul><ul><ul><li>Competitive differentiation </li></ul></ul><ul><ul><li>Strategic initiatives </li></ul></ul>Confidential & Proprietary Property Richard Lynes Page
    91. 91. NewCo RELATIONSHIP IMMEDIATE NEXT STEPS Confidential & Proprietary Property Richard Lynes Page Phase II Strategic Plan Phase III Risk Migration Plan Phase I Strategic Architecture Secure initial funding Develop detailed workplan, deliverables and schedules Develop funding proposal and cost benefit analysis
    92. 92. NewCo BACKGROUND FULL CIRCLE <ul><li>The scope of this project requires IS to work with designated client sites current technology environments. As such, certain design choices/constraints are inevitable. However, the solution will be designed based on its ability to be scale and migratable to a more strategic end-state. </li></ul>Confidential & Proprietary Property Richard Lynes Page Network Centric Pilot Migration and Expansion Plan Tactical Pilots Strategic IS/Telecommunications Infrastructure We have come full circle Center End State

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