Service Innovation & CRM - 1 © Minder Chen, 2009 Innov8 IBM Component business modelsIBM Component business models –

Service Innovation & CRM - 1 © Minder Chen, 2009

Innov8

• IBM Component business models

– http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf

• What is BPM?

– Http://news.zdnet.com/2422-13569_22-154685.html (Video 4:30 Mins)

• Enterprise Architecture– http://www.youtube.com/watch?v=h62sE4FWFy4


Innov8 and Business Component Model


https://www-935.ibm.com/services/us/imc/pdf/ge510-6185-component-business-models.pdf


Dimension of a Business Component

http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf


Mapping the enterprise as a network of business modules: The retail industry.



Heat maps identify “hot” areas to exploit business value


http://www.cse.ohio-state.edu/~browjama/cse757/compiled/Heat_Map.pdf


http://www-03.ibm.com/industries/global/files/educ_component_business_model.pdf


The three phases of CBM analysis



Most firms have a blended process optimized & partnered model need to decide where to go



Playing Innov8 Online• http://www-01.ibm.com/software/solutions/soa/innov8/full.html • http://www-01.ibm.com/software/solutions/soa/innov8/innov8game.jsp

• Please register to play INNOV8 Online, comprised of three mini games: Smart Traffic, Smart Supply Chain, and Smart Customer Service.

– Smart Traffic - Help a municipality lower congestion and pollution levels by using BPM

– Smart Supply Chain - Keep profits and customer satisfaction high while optimizing your supply chain.

– Smart Customer Service - Leverage BPM during partner brownouts, new product rollouts and changing business models


Playing Innov8 locally

• Don’t use fullscreen mode


Menu > Game Controls

• Under INNOV8/SWFS/menu.swf


Menu > Options

• Click on the radio button (the small circle)

• Enable 3rd Person (Logan will be in the 3D world)

• Enable 1st Person (Logan won’t be seeing herself in the 3D world)

menu.swf


Dialogs

1st Person View

3rd Person View



There are three levels to Innov8 v.2

• Process discovery and process modeling

• Collaboration driven simulation and iterative process improvement

• Real-time business management.


Sharon


Stella

• After Inc. Senior Receptionist


BPM Video

• Go to the screen at Top Platform which is above the Upper Level to see the BPM Video


Game Objectives (Goals)

Under INNOV8/SWFS/laptop.swf


Sam Archer


Process Discovery• Logan obtains an existing process map from the computer

on Stavros’ desk (in Operation).

• Stella helps Logan understand how the As-Is process has changed. (at Front Desk)

• Logan discovers data to populate the process model:

- KPI’s from Operations

- Headcount levels from HR

- Labor costs from Finance

- Call statistics from Operations

• As data is collected, Logan incorporates it into the As-Is model. Player can view Collected Items by clicking Net > 1 Resources > 4)

• Player can view the AS-Model by clicking Net > 3 Model)


• Stavros in Operation (as-is model from his computer)

Simulation


• Receptionist Stella

Then, the call flow MERGES back into a single path under the control of the Voice Response Unit.


UML Swinlane for Business Process Modeling

Merge Decision Task End


Call Statistics


Process Performance Data / KPIs

As displayed in Sharon’s Room


Resource Data


Resource Levels



• From Sam in IT


IT Department (Sam Desk and Wall)


Call statistics from Operations

• Posted at Operation’s Bulletin Board


Resource Data

• Labor costs data from Horst in Finance

• Resource Data for the Call Center Process


Resource Data from HR Department


Global Collaboration Room


New Challenges• preGC1.wmv and preGC2.wmv




• Scenario video preNC1.wmv


















https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?lang=en_US&source=swg-innov8

http://www-01.ibm.com/software/solutions/soa/innov8/smartwork.html


• Posted at Operation’s bulletin board


Map: Where Am I?


Upper Level MapClose Window


Modeler

• Net > 02 Modeler


Net > 01 Resources > 2


As-Is Process Model

• Net > 01 Resources > 3


Collected Items

• Net > 01 Resources > 4


Real World Tool

• http://www-01.ibm.com/software/integration/wbimonitor/

Net > 03 Real World Tools


Process Model Construction

Under INNOV8/SWFS/sample.swf


• BPM methodology and tools to– Model

– Create

– Deploy

– Monitor

– Manage

business processes over time.


BPM Life Cycle

1. Architect/Build a Process

2. Implement a Process

3. Observe a Process Performance

4. Improve and Update a Process

5. Go back to step 1

• A company can leverage BPM to become more agile and responsive to changes required to remain competitive today and tomorrow.


BPRM Lifecylce

& improve and update process.

Documents

Service Innovation & CRM - 1 © Minder Chen, 2009 Innov8 IBM Component business modelsIBM Component business models –