Math Club and MISA © 2008 IBM Corporation IBM ConfidentialSeptember 15, 2008 IBM Global Business Services Join a leader. Consult with us. Information Session

Math Club and MISA

IBM Confidential September 15, 2008 © 2008 IBM Corporation

IBM Global Business Services

Join a leader. Consult with us.

Information Session to Math Club and MISAIBM Global Business Services – Public Sector

Penn State University

© 2008 IBM Corporation2

Agenda

PRESENTATION – 40 min

Welcome & Introduction

IBM Business Consulting Services & Public Sector CRM

Projects Overview



IBM – the innovation company

One cohesive, company-wide strategy for defining,

measuring, shaping and sparking innovation, as the

base for IBM’s culture



Business value

Clients

Our capabilities

Consulting Services

Innovate, Solve, Implement, Support, Run Strategy and Change Supply Chain Management Human Capital Management Financial Management Customer Relationship Mgt

Application Services

Solutioning and Delivery of: Application Innovation Services Application Management Services Packaged Delivery Organisation

IBV Material IBM Component Business Modeling Service The IBM Centre For Business Optimization On DemandTM Innovation Services

Support Services

Business / Industry Insight

Aerospace Automotive Banking Chemical and Petroleum Consumer Products Education

Electronics Energy and Utilities Financial Markets Government Health Care Insurance

Media and Entertainment Life Sciences & Pharmaceuticals Retail Telecommunications Travel and Transportation

Our end-to-end capabilities are what make us a leader – and provide you with countless opportunities

Global Business Services provides the Full Equation–from thought leadership, to the breath of our capabilities and deep expertise–we deliver real business value to clients.



What are you looking for?

If this is what you’re looking for, consulting – and IBM Global Business Services may be just the place for you!

Work for a market leader?

Apply problem solving techniques and logic skills to various types of problems

Work on a variety of projects, making a difference for the world’s top clients?

Learn valuable business/technical skills through projects and training?

Team with other talented professionals who enjoy work and life?

Work for a company with many career options?

Have strong earnings potential?



IBM one of 100 Best Companies to Work For

50 Most Desirable MBA Employers- Fortune Magazine

IBM named #1 Training Organization

- Training

IBM named Best in Industry for Working Mothers. 16 years in Top 10! - Working Mother Magazine

Don’t just take our word for it……

#1 global consultant#1 professional and management services provider

"IBM combines its technology and management smarts to help clients fundamentally change the way they do things".

- Business Week April 2005



We offer competitive compensation and excellent benefits

Coaching Tree

Base salary plus incentive bonus with rewards tied to performance

Health Benefits Portfolio that provides strong support for employees

3 weeks vacation, 12 paid holidays

Employee stock purchase program

Retirement Program that helps build financial security through a 401(k) pension plan (100% match after a year, up to 6% of comp.) and other capital accumulation programs

Employee purchase discounts

and more



Overview of the Public Sector and CRM’s Role



Customer Relationship Management identifies, measures, and improves upon each touch point that a business or organization has with its’ customers or constituents

It’s all about

me!

It’s about the

► In CRM, we align people, processes, and technology to better understand the customer through the application of different problem solving techniques.



Public Sector CRM practitioners employ capabilities and problem solving techniques in five competency areas

Define, develop and implement Contact Center Solutions and Tools which are integrated into an overall multi-channel approach

•Address Org, Proc, Tech & Inf enablers in a contact environment.

•Define and develop customer focused vision and plans,

•Conduct process analysis and redesign - align processes and channels with customer wants, needs & expectations.

Customer Centric Solutions

Unique Constituent Insights Through Data Collection, Management and Analysis – develop and deliver Business Intelligence and Data Mining tools

Business Intelligence

Case Management

Breakthrough thinking to improve and automate largest, most complex workflows

Plan, implement and operate programs to assess organizational performance on key customer service metrics

Performance Measurement

Project Management



Delivering CRM solutions requires a solid process and technical framework

What is the best way to integrate processes to

produce efficient customer interactions?

How to collect customer information – needs,

wants, requirements – to design efficient and effective interactions?

What is the appropriate technology to support the customer interaction and determine how to build,

deliver, & operate it?

ServeSellMarket

Silo Silo Silo

Technology IntegrationIntegrated Processes Customer Insight



What type of problems will I work on?Project Description

United States Air Force Overview: The Air Force needs to consolidate manpower at 93 Financial Services Offices (FSOs) worldwide into a single contact center.Solution: IBM is implementing a document management system and contact center to control their finances in addition to saving the US Air Force an estimated $200 million.

Ex. of Problem: which processes at the 93 FSOs are unique/redundant & how do I build an integrated process for all service men?

United States Postal Service

Overview: USPS require 3rd-party measurement of First-Class mail transit time

Solution: IBM performs external measurement by sampling the country’s mail flow and mimics population and mail characteristics.

Ex. of Problem: what is the most efficient sample design to cover required zip codes and yield significant results from estimates?

United States Census Bureau

Overview: The 2010 Census needs call center support to ensure that Citizens have streamlined access and assistance with their 2010 Census.

Solution: IBM is creating and managing call center agent and IVR applications to support the 2010 Census.

Ex. of Problem: how to forecast call frequency and duration over the period of operation, and then how do I staff to meet these needs, and what technology infrastructure do I need to support contacts?



What skills are sought after for entry-level consultants?

Coaching Tree

Application of problem solving skills in business/real world environment

Programming experience

Process Improvement, Analysis & Design

Use Case development

Requirements analysis & definition

Quantitative Analysis and data analysis skills demonstrating ability to interpret data and draw conclusions

Experience with: SAS / SPSS, Cognos, J2EE/Java/Web development, Relational Databases (SQL)

Technical skills

Facilitation skills

Technical writing skills

Internship/coursework in government



Will I work in a diverse environment?

Best in Industry for Working Mothers – 16 years in top 10

- Working Mother Magazine

New Freedom Initiative Award for Training and Mentoring Programs for the Disabled

- U.S. Department of Labor

#1 NSBE Employer 7 Years in a Row

- National Society of Black Engineers

HispanicCorporate 100

- Hispanic Magazine

Freedom to Compete Award for Project View programs

- EEOC



Fall 2008 PSU-IBM Recruiting Events

Sept 17: Big Blue at Bar Bleu – for women only…

Sept 18: Technical & Engineering Career Fair @ Bryce J. Center Annex

Sept 23: Supply Chain-Smeal College of Business Career Fair @ Biz Bldg Atrium

Oct 22: IBM Information Day @ HUB

Oct 23: On-campus Interviews



IBM Global Business Services

Join a leader. Join us.

Paul SeckarIBM Business Consulting Services, Public SectorAssociate Partner, CRM Service Area Leader12902 Federal Systems Park DriveFairfax, VA 22033703-633-6232

Christine ConstantinoIBM Business Consulting Services, Public SectorCRM Consultant7833 Walker DriveGreenbelt, MD 20770610-509-8449

Documents

Math Club and MISA © 2008 IBM Corporation IBM ConfidentialSeptember 15, 2008 IBM Global Business Services Join a leader. Consult with us. Information Session