Tutorial Final 2

7/21/2019 Tutorial Final 2

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Service Innovation & CRM - 1Minder Chen 2009

Innov8

IBM Component businessmodels

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

Wht is !"#$

%ttp://news.&dnet.com/'(''-13569)''-15(6*5.html +,ideo (:30#ins

nterprise rchitecture

http://www.outube.com/wtch$vh6's(2W2(


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Innov8 and Business Component Model


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Service Innovation & CRM - 3Minder Chen 2009https:!!!-93"#i$%#co%servicessi%cpd'(e"10-)1*"-co%ponent-$siness-%ode+s#pd'


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Dimension of a Business Component

http:!!!-93"#i$%#co%servicessi%cpd'("10-)1)3-co%ponent-$siness-%ode+s#pd'


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Service Innovation & CRM - "Minder Chen 2009

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



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Service Innovation & CRM - )Minder Chen 2009

eat maps identify !hot" areas to e#ploit business value


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http:!!!#cse#ohio-state#ed.$ro!/a%acse"co%pi+edeatMap#pd'


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http:!!!-03#i$%#co%indstries(+o$a+'i+esedcco%ponent$siness%ode+#pd'


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The three phases of CBM analysis




Most firms have a blended pro$ess optimi%ed & partnered model need to de$ide where to go




'laying Innov8 (nline

http://www-01.ibm.com/softwre/solutions/so/innov*/full.html

http://www-01.ibm.com/softwre/solutions/so/innov*/innov*gme.sp

"lese register to pl 4,* nline7 comprised of three minigmes: 8mrt rffic7 8mrt 8uppl hin7 nd 8mrt ustomer8ervice.

8mrt rffic - %elp municiplit lower congestion nd pollution levels busing !"#

8mrt 8uppl hin - ;eep profits nd customer stisfction high while

optimi&ing our suppl chin. 8mrt ustomer 8ervice -



'laying Innov8 lo$ally

=on>t use fullscreen mode



Menu ) *ame Controls

?nder 4,*/8W28/menu.swf



Menu ) (ptions

lic@ on the rdio button +the smll circle

nble 3rd

"erson +


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Dialogs

1sterson ie!

3rd erson ie!


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There are three levels to Innov8 v.+

"rocess discover nd process modeling

ollbortion driven simultion nd itertiveprocess improvement

Ael-time business mngement.


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,haron

, ll



,tella

fter 4nc. 8enior Aeceptionist

B'M -id



B'M -ideo

Bo to the screen t op "ltform which is bovethe ?pper



*ame (be$tives /*oals0

4nder I556*S78S+aptop#s!'

, 1 h


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,am 1r$her

' Di


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'ro$ess Dis$overy des@ +in pertion.

8tell helps


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8tvros in pertion +s-is model from hiscomputer

Si%+ation


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Service Innovation & CRM - 2"Minder Chen 2009

Aeceptionist 8tell

hen, the ca++ '+o! MR;S $ac< into a sin(+e path

nder the contro+ o' the oice Response 4nit#

2M3 , i l f B i ' M d li


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Service Innovation & CRM - 2)Minder Chen 2009

2M3 ,winlane for Business 'ro$ess Modeling

Mer(e =ecision as< nd

C ll ,t ti ti


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Call ,tatisti$s

'ro$ess 'erforman$e Data 4 5'Is


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Service Innovation & CRM - 2*Minder Chen 2009

'ro$ess 'erforman$e Data 4 5'Is

>s disp+a?ed in Sharon@s Roo%

6esour$e Data


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6esour$e Data

6esour$e 3evels


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6esour$e 3evels


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2rom 8m in 4

IT Department /,am Desk and 7all0


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IT Department /,am Desk and 7all0

Call statisti$s from (perations


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Call statisti$s from (perations

"osted t pertion>s !ulletin !ord

6esour$e Data


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Service Innovation & CRM - 3"Minder Chen 2009

6esour$e Data


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Service Innovation & CRM - 3)Minder Chen 2009

6esour$e Data from 6 Department

*lobal Collaboration 6oom


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*lobal Collaboration 6oom

ew Challenges


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Service Innovation & CRM - 3*Minder Chen 2009

ew Challenges

preB1.wmv nd preB'.wmv


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8cenrio video pre1.wmv


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Service Innovation & CRM - *Minder Chen 2009


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Service Innovation & CRM - "0Minder Chen 2009


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Service Innovation & CRM - ""Minder Chen 2009


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Service Innovation & CRM - ")Minder Chen 2009


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Service Innovation & CRM - "*Minder Chen 2009

https:!!!1#so't!are#i$%#co%!e$appi!%!e$preAo(in#doB+an(en4S&sorces!(-innov*

http:!!!-01#i$%#co%so't!areso+tionssoainnov*s%art!or


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"osted t pertion>s bulletin bord

Map: 7here 1m I9


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Service Innovation & CRM - )0Minder Chen 2009

p

2pper 3evel Map


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pp plose Window

Modeler


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et D 0' #odeler

5et D 01 Resorces D 2


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1sIs 'ro$ess Model


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et D 01 Aesources D 3

Colle$ted Items


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Service Innovation & CRM - )"Minder Chen 2009

et D 01 Aesources D (

6eal 7orld Tool


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Service Innovation & CRM - ))Minder Chen 2009 http://www-01.ibm.com/softwre/integrtion/wbimonitor/

et D 03 Ael World ools

'ro$ess Model Constru$tion


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4nder I556*S78Ssa%p+e#s!'


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Service Innovation & CRM - )*Minder Chen 2009

!"# methodolog nd tools to

#odel

rete

=eplo

#onitor

#nge

business processes over time.

B'M 3ife Cy$le


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1. rchitect/!uild "rocess

'. 4mplement "rocess

3. bserve "rocess "erformnce

(. 4mprove nd ?pdte "rocess

5. Bo bc@ to step 1

compn cn leverge !"# to become moregile nd responsive to chnges reEuired to

remin competitive tod nd tomorrow.

B'6M 3ife$yl$e


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F i d d t

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Tutorial Final 2