Typical Future Business Operating Model & Technology Roadmap

1. Projects
By: Ajay Kumar Uppal
Version: V0.9 Date: 24 August 2011
Business Model & Technology Roadmap: SLTW Distribution
IN CONFIDENCE
2011/12 2012/13 2013/14 2014/15 2015/16Baseline 2016/17
Network TransformationMerger of Businesses
Network Transformation
Standardisation of processes
Common groupware & standard
desktop
Customer service centre
consolidation
Worldwide Corporate System
(ERP & Reporting)
Uniform Customer Experience
2011/12 2012/13 2013/14 2014/15 2015/162010/11 2016/17
Status: Seeking Approval
End User Delivery
IT / TECHNOLOGY RATIONALISATION & OPTIMISATION (CSIP)
BUSINESS DRIVERS
Increase Revenues
Grow Market Share to 30%
Reduce operational Costs by 30%
Reduce IT Costs by 40%
Better Customer Experience
Improve Customer Service
Improve morale and retain
motivated Workforce
Consolidate offices, ASSETS by
retaining all SLTW Depots, Centers
Improve Fleet Management
Standardise business processes
Better operational efficiency
Comply with local regulations
9 Major Data
Centres
1 Call Centre-
Banagalore
710 Delivery
Depots
Retain 230 SLTW Depots & Unique Depots of
Atlantic Edge & Chambers North
where SLTW Depots don’t exist
~350 Depots
32 Regional
Centres ~ 20 Regional
Centres
Consolidate.
De-duplication
Consolidate
Package
Tracking
Transport
Management
Retain SLTW’s COTS package
Running on IBM AIX.
Decommission the other.
In-Premises
Single COTS Package
In-Premises
Single Web-based
Package Tracking System
Retain SLTW’s Web-based Solution
& deploy it worldwide.
Decommission the other 2.
Software-as-a-Service
(NetDespatch/ Track&Trace)
Explore & move to Software-as-a-Service
on expiry of contracts with
existing vendors/providers
~2 Major Data
Centres
Enterprise Systems
(Billing, Accounting, HR)
Move & Consolidate
On SAP running on
Win 2000 Servers
Single SAP centric ERP
For Worldwide Operations
CAPABILITIES
Agile Infrastructure
Single Package Tracking System
Customer Self Service
Online order booking
Online track & trace
Online Customer Account Mngmt
Multiple methods of payments
Management Reporting
Uniform look & feel for users
Enhanced employee productivity
Integrated Planning & Budgeting
Facilitation of postmerger Integration
TARGET END STATE
> 50% Virtualised IT Landscape
24x7 Customer Self Service
Uniform Customer Experience
Accept multiple method of
payments
Service Oriented Architecture
Better Capacity Management
Fully integrated single corporate
syst for Faster Close & Faster
Payment Settlements
IT driven - Better Financial
Controls & Pricing Models
4 Call Centres
Move worldwide Customer Support
to a single Consolidated Call Centre
Business
Intelligence/ MIS
Uniform Customer Experience
Move to
SAP BI & SAP BO
SAP BI & BO
Explore & move to either SAP or
Software-as-a-Service
on expiry of contracts with
existing vendors/providers
Software-as-a-Service
(TMS On-Demand)
Groupware
(Email, MS Office,
Intranet…)
Move to MS Office 365
i.e. Software-as-a-Service
on expiry of contracts
MS Office 365
MOSS based
Software-as-a-Service
BUSINESS BENEFITS
Reduction to the tune of 60%
of direct & indirect IT costs
associated with Call Centres,
Data Centres & IT Desktops
Increased Market share due to
better reach and service based
competitive pricing model
Out-of-office hour order bookings
Increased Revenue opportunities
Improved Compliance
Electronic Bill Presentation
Integrated Cost & profitability
accounting for all areas
Ability to up-scale and downscale
operations quickly
Moving from CAPEX to OPEX
centric operational model
Better people and performance
management
Higher insight & transparency
Supports Out-of-office hours
Phone Order Booking
Fully Integrated
Customer Service Centre
Accept All Methods of
Payment including Cash
Cloud Computing Hybrid Cloud Computing Model
Further Optimisation in
consultation with various uinits
Optimised Network
llyodstsbroadmap Printed: Tuesday, August 30, 2011