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© 2015 IRM AB All rights reserved
Annika Klyver, IRM Sweden
The Milky Way A new way to design and understand your Enterprise ITARC 2015 May 21
What to do with all pieces?
Find the flow…
Find the pace, the heart beat…
Find the parts…
How do they relate to each other?
Pre Class Student Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education
Make the architecture tangible
Gets more stable, as we learn more…
Pre Class Student Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education
New product idea? Is it a good fit? Are we able to deliver?
Pre Class Student Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education
What do we need to change?
Pre Class Student Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education
Minor Changes
Major Changes
Product Lifecycle
Pre Class Student Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education
Develop the product & make it possible to deliver Pre Class Student
Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education
Develop the Customer rela:on
Pre Class Student Management
Price Calculation
Customer Contact Center
Product Content Management
Search & Browse
Digital Booking
Yield Management
Campaing ManagementStaffing and HR
Supplier Invoice Control
Inventory Management
Cost Calculation
Customer ManagementReservation
Management
Customer Payments
Accounts Receivable
Evaluation Management
Store booking
Customer Portal
Marketing
Business Education IncBusiness Capabilities & The Milky Way
LEGENDCapability
Supplier Yield
Intranet
On Campus Student Service
On site Operation (Backoffice)
Supplier Commission Follow Up
Plan ProductSet Capacity & Product mix
Strategic Product Plan
Product Development
Productify
Contract Managment
Sourcing/Contracting
Teacher Recruitments & Onboarding
Central Accounting
Finance Invoice handeling/Scanning
Teacher interaction
Sales & Cost Follow Up
Claim Mgmt
Social Media During Education
Class/Workshop Delivery
Dynamic Sourcing
Supplier Gateway
Social Media Pre Education
Merchandising
Lojalty Management
Business & Customer Analysis & Reporting
Social Media Post education Internal
efficency
Where is the focus of the changes needed?
From where are we coming?….
In what direcIon are we going? ?
Frameworks & Deliveribles
CommunicaIon, learning & co-‐creaIon
From As-‐Is to To-‐Be Our alternaIves –
Scenarios
Traceability Support & develope
the product life cycle & the value flow
• Dancing with systems – Donella Meadows • Intersec:on – Milan Guenther • The Fractal Organiza:on-‐ Hoverstadt • LEAN PRODUCT AND PROCESS DEVELOPMENT, 2ND
EDITION – by Allen C. Ward and Durward K. Sobek II • A lot of EA sites, blogs & liVerature
…+ some 15 years of experience & 5 years of teaching EA to professionals
InspiraIon
What do you think? Do you agree or not? Contact me and let’s talk! Annika Klyver IRM www.irm.se [email protected] @annikaklyver (twiVer) hVps://se.linkedin.com/pub/annika-‐klyver/2/1b/6a6 +46722121149
Thank you
Customer Journeys & how they relate to the business capabiliIes
Don’t forget…
