September 15, 1996Confidential & Proprietary Property
Richard Lynes 11
Prepared for
NewCo
New Economy
Business Model and IT Infrastructureby
Richard Lynes
Enterprise e-MarketPlace Strategy
Confidential & Proprietary PropertyRichard Lynes
Page 2
Section I – “Vision”Section I – “Vision”
Section II – “Functional Requirements”Section II – “Functional Requirements”
Section III – “Next Steps”Section III – “Next Steps”
Section IV – “Work Plan”Section IV – “Work Plan”
Confidential & Proprietary PropertyRichard Lynes
Page 3
Partners For Innovation: The Ultimate Competitive Edge
Imagine for a moment the ideal business environment. In this environment, your company is the unquestioned market leader because:
• Ideas and information that dramatically increase your company's ability to innovate flow constantly to all parts of your organization.
• Your people are able to develop cutting-edge products and top-quality services, define and shape new markets, and exploit hidden market niches.
• Your products and services are so extraordinary that your customers are always loyal and regularly promote your company to potential new clients.
Confidential & Proprietary PropertyRichard Lynes
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ImagineImagine NewCo as an edgeless corporation, empowering
Customers, Partners, and knowledge workers in a seamless product,
service and information life cycle.
IMAGINE
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The emergence of the ElectronicElectronic MarketplaceMarketplace provides NewCo
the opportunity to optimize relationship value through
instantaneous responsiveness to changing market dynamics.
THE ELECTRONIC MARKETPLACE
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Richard Lynes 61
SHAPING THE FUTURE
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GLOBALITIZATION
• The internet/intranet paradigm represents a shift in order of magnitude fare greater than anything previously experienced
• Companies seeking a sustainable competitive advantage will further differentiate product and service offerings by integrating Internet centric strategies
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Electronic Commerce M e s s a g i n g
To compete in a global marketplace, companies are broadening their markets and forging increasing numbers of business alliances and strategic relationships. To make these long-distance relationships work, partners must be able to communicate reliably. The challenge is being met with new solutions for electronic commerce, including EDI/XML and electronic funds transfer. Using breakthrough plat-forms that can reliably handle huge transaction volumes, companies can dramatically reduce the time required for ordering, invoicing, sales, and distribution, and even discover new market channels. Banks and their Customers, for example, can save time by using EDI to send and receive remittance information and payments electronically. Commercial partners can use electronic commerce to process up to 500 percent more purchase orders than they could process manually in the same time period. Communications companies can create new sources of revenue by offering messaging services such as e-mail, fax store-and-forward, and EDI. Crucial to successful messaging is a platform with scalability to accommodate growth and with reliability to ensure accurate delivery of financial transactions and sensitive information.
Confidential & Proprietary PropertyRichard Lynes
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VIRTUAL PRIVATE NETWORKCOLLAPSED FIBER BACKBONE TOPOLOGY
HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS
Partners
NewCo EnterpriseFIRE WALL
FIRE WALL
T1 - E1
Customers
FIRE WALL
Video/Voice Server
Video/Voice Server
Application Server
Application Server
Interactive Fax ServerInteractive Fax Server
EDI ServerEDI Server
INFOPUMP Server
INFOPUMP Server
Mail Gateway Server
Mail Gateway Server
IVRIVR Content Server
Content Server
Replication Server
Replication Server
INFOPUMP Database Interfaces
INFOPUMP Database Interfaces
Message GatewayMessage Gateway
Remote9.6 - 28.8kbs
T1 - T3
Dial Pulse EnvironmentsDTMF ReplacementHands-free Voice MessagingOperator ServicesSpeed Dialing (i.e. cellular)Interactive Voice ResponseRemote Database Transactions
Speech Recognition AppsVoice Apps
Voice Mail/Auto AttendantVoice Response SystemsAudiotext Operator ServicesTelemarketingAuto DialersTelecomputing ServersNotification SystemsRemote On-Line Database Transactions
Unified MessagingFax MailIntegrated Voice Mailand Fax MailIntegrated Voice/Fax ResponseFax-On-DemandRemote Database TransactionsFax ConfirmationFax Store-and-ForwardFax BroadcastFax Notification
Fax Apps
HOSTED INTERNET APPLICATIONS
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CONVERGENCE OF IT & TELECOM
FIRE WALL
Electronic Commerce
InteractiveSystems
Telecommunication
Media/Advertising
Database & InformationMarketing
TeleservicesCommunications
Services
MarketingServicesPatient Tracking &
Usage MeteringOn-line Services
PurchaseAdvisoryServices
EvolvingElectronic
Environments
SatisfactionMeasurement
Interactive Fax ServerInteractive Fax Server
FIRE WALL
T1T3
T1 - T3
EDI ServerEDI Server
INFOPUMP Server
INFOPUMP Server
INFOPUMP Database Interfaces
INFOPUMP Database Interfaces
Mail Gateway Server
Mail Gateway Server
Replication Server
Replication Server
Remote9.6 - 28.8kbs
Unified MessagingFax MailIntegrated Voice Mailand Fax MailIntegrated Voice/Fax ResponseFax-On-DemandRemote Database TransactionsFax ConfirmationFax Store-and-ForwardFax BroadcastFax Notification
Fax Apps
Video/Voice Server
Video/Voice Server
CTICTI
Message GatewayMessage Gateway
Dial Pulse EnvironmentsDTMF ReplacementHands-free Voice MessagingOperator ServicesSpeed Dialing (i.e. cellular)Interactive Voice ResponseRemote Database Transactions
Speech Recognition AppsVoice Mail/Auto AttendantVoice ResponseAudiotext Operator ServicesTelemarketingAuto DialersTelecomputing ServersNotification SystemsRemote On-Line Database Transactions
Voice Apps
Content Server
Content Server
FIRE WALL
Application Server
Application Server
CustomersPartners
NewCo Enterprise
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NewCo INTRANET PROCUREMENT MANAGEMENT
Product Library
Material Mgt.
Electronic Claims Processing
andSecure Payment
Processing
Third Party Billing
Remote WS
Accounting
Logistics Management
decryption - decompression
Auto-Install
mailbox
GUI metering
GUI
GUI
Multi-Media
Desktop WS
Order Fulfillment
Exception Processing
Inventory Control
Schedule & Routing
Encryption & Compression
Order Configurator
Report Generation
MIS Reports
Systems Managment
Services
e- CatalogProduct Library
Training Library
Univeral Mail Box Library
Advertising Library
ImageLibrary
Forms Library
Investments Library
GUI
Multi-Media
Multi-Media
User
ProductLicense
GUI
GUI
GUI
Publisher Adm. WS
Insurance WS
News Media
Adm. WS
HMO/PPO
Electronic Funds
Transfer
Content Database
HelpDeskAdm. WS
Met
erin
g
Sea
rch
Eng
ine
Online
WWW
Kiosk
PDA
ITV
ScreenPhone
Ontology Library
SGML
HTML
Text
Video/Audio
Publishing Database
Document Management
System
Digital Content Library
OODB
Multi-Media
Internat Backbone
Snooper
DeskTop Client GUI Electronic Vehicles Content Object ServerDigital Content
LibrariesTransaction & Workflow Systems Channel Supplier Fulfillment and Logistics Interface
Electronic Data Interchange
Server
Merchant Network
Supply-Chain
Data Warehouse
Transaction Database
Member/Prospect Database
Electronic Message Delivery
Electronic Message Delivery
Content Sourcing
SNMP MIB
GUI
Content Database
REMOTE ASSET
MANAGEMENT CENTER
Business Logic
IntranetServer
Secure Firewall
InternetServer
Secure Firewall
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ATM Voice & Data
Switch
WAN LAN
Enterprise Firewall & Intranet Server
ATM File Server Interface Card
ISP Domain Server
Virtual Call Center
OAI Link
NewCoData Center
Switch Interface
Card
Internet Backbone
SC Bus
Internet Frame Relay
LAN
Intranet Workflow/Meassaging
Server
Database Server
SCX Bus
Support Organization
VURTIAL CALL CENTERS
Content Hosting
Purchasing Agent
Intranet Databasee-cat Server
Suppler Network
CTI Server
Dial-tone Provider
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REMOTE ASSET MANAGEMENT
CONFIGURATIONMANAGEMENT
CONFIGURATIONCOMPARISON
GUIDES,PROMPTS &SCRIPTING
LEAD/CALL ROUTER
ACTIVITIES MANAGEMENT
GLOBAL UPDATE
CONTRACT MANAGEMENT
LISTMERGE/PURGE
ACCOUNTPROFILE
MAIL/FAX MERGE
ACCOUNTCREATION
REPORT.,ANALYSIS &
METRICS MGMT.
PROSPECTINGMESSAGING
NEGOTIATIONDOCUMENT PROCESSOR
ORDERENTRY
SECURITY
FOLLOWUP
DATA ENTRY
SALES TRACKINGRECORD
LINKS
PRODUCTLITERATURE
TOPICAL SEARCHENGINES
PATIENTSEGMENTATION
PRACTICE MANAGEMENT
CHANGEMANAGEMENT
PRODUCTCOMPARISON
DELAYEDTASKS
EXPERTSINTELLIGENT
CONFIGURATOR
AD-HOCQUERIES
METRICSMANAGEMENT
ASSETMANAGEMENT
VRM OLAPDATA MINNING
LICENSEMANAGEMENT
CONTENT MANAGEMENTCONTENT MANAGEMENT
CATALOGPRODUCT LIBRARY
PATIENT RECORS LIBRARY
EVENT SCHEDULING
TRANSACTIONLIBRARY
PROVIDERLIBRARY
FAST FAXSERVICE
PERIODICALLIBRARY
LITERATURE& SPEC LIBRARY
HMO/PPOLIBRARY
PRODUCTBINARY LIBRARY
TELE-BASEDCONTENT LIBRARY
ON-LINEDOCUMENT LIBRARY
MULTIDIMENSIONAL DB
CONTACTMANAGEMENT
CONTACTMANAGEMENT
DSSDSS
CTI SERVERCTI SERVER
VOICE/DATA PBXSWITCH
VOICE/DATA PBXSWITCH
LEAD/CALL ROUTER
SERVICELIBRARY
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PARTNER ENTERPRISE LINKAGES
Packaged queryPackaged query Query generatorsQuery generators Scheduled updateScheduled update Request to updateRequest to update
Shared (or standards-compliant) data dictionary (meaning)Shared (or standards-compliant) data dictionary (meaning)
Your Partners’ Views of Your Data
Enterprise Data ArchitectureShared (or standards-compliant) data dictionary (meaning)
Security GatewaySecurity Gateway
Public Data Gateway
EC ClearinghouseDirect access
for specific apps.
Direct access for specific
apps.
Integrity checkerIntegrity checker Integrity checkerIntegrity checker
Security Gateway
Security Gateway
ODBC or IDAPI
External data gateway
Business application(e.g., inventory mgmt.)
Business application(e.g., transportation)
ODBC or IDAPI ODBC or IDAPI
Functional-specific data
Functional-specific data
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PROCUREMENT TRANSACTION TRADING NETWORK
Administrator
workstation
Create TP profiles
Direct link
Business documents•Price lists•Advanced shipping notices/purchase orders
•Technical manuals
One-time setup•Standard•Mapping rules•Edits
Assembly /disassembly
Document data
E-forms/E-mail
E-forms as user
interface
Application
Application/database
TranslatorTrading partner
VANs
Internet
Central EC repository
Stds. compliance checkingSemantics DB
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Online Transaction Processing with Embedded Metering
OODB Management
Business Process
Business Objects
Business Rules
• Process start and termination conditions
• Identification of activities within a process, applications and data
• ID data types and access• Definition of transition
and flow rules• Information for resource
allocation decisions
Workflow Engine
• Process flow modeling• Simulation and
animation• Automatic map
generation
Integrated with BPR Functions
Format Conversions
Content Publishing Engine
• Documentum EDMS• Electronic Books• HTML Editor• Adobe Acrobat
• Vignette• Navisoft
Event Queues and Event
Managers TP Monitors
Event Queues and Event
Managers TP Monitors
• IBM MQI• Notes
Activities (Verbs/Tasks)
Messaging (MOM)Messaging (MOM)Workflow Engine with
Integrated BPR FunctionsDigital Content Library
Content Publishing Engine
Electronic Channels & Vehicles
Creative
Transactions
Patients
OrganizationalStructures
Marketing
Billing
HTML
SGML
Internet
Intranet
Legacy GatewayLegacy Gateway
• Security• Data model• Client/server• Directory services• Messaging backbone• Database infrastructure• Common user interface• Data access or data sharing• Network design & management• Work-flow, groupware
deployment• E-forms & document Mgt.• API & development
Enterprise Strategies
Activ
ities
Creat
ing
Plannin
g
Editing
Viewing
Printin
g
Publis
hing
Faxing
e-m
ailing
Storin
g
Anota
ting
Mer
ging
Distrib
ution
Man
aging
Collab
orat
ive
Retrie
val
Searc
hing
FTPing
Traffic
ing
Design
ing
Imple
men
ting
OLE Interoperability
Component GT
Taligent Interoperability
(future)
Other
(future)
Bento
OpenDoc Compound
Document Services
OpenDoc Interoperability
Services
OpenDoc Compound
Document Services
OpenDoc Storage Service
OpenDoc Object Management Services (SOM)
CORBA Compliant ORBs
Scripting
OpenDoc Automation
Services
• Component Frameworks• IT Solutions• SOM/DSOM
Extranet/VPN
Lotus Notes
WWW
Kiosk
PDA
ITV
ScreenPhone
Disk
Internal Web Site
Proxy server for internal access
External Web Site
ENTERPRISE CONTENT PUBLISHING
• Gemstone• Object DB
• IBM Flowmark• Action Technologies• ICL• ViewsStar Corporation
XML
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GLOBAL INFORMATION WAREHOUSE ARCHITECTURE
Government, int’l locations, etc.
Government, int’l locations, etc.
Document database
Internal directory synchronization
Document database
E-mail directory
E-mail directory
External aliases
VAN or PDNMultiple
enterprise directory
Trading partnersTrading partners
EC server/switch (access controls)
Standard formatsStandard formats
MappingMapping
Internal formatsInternal formats
Enterprisedirectory server
Updates
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New information systems
Transaction and messaging middleware
Development toolsAccess and OLAP tools
Decision Support Systems
Decision Support Systems
On-Line complex
processing systems
On-Line complex
processing systems
Transaction processing
systems
Transaction processing
systems
Data-access interfaces
Data transformation products
Data Managers: RDBMS’s, multidimensional databases
Metadata catalogEnterprise data
Legacydatabases
Externaldata sources
DATA WAREHOUSE
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REMOTE ASSET MANAGEMENT SERVICE center support options will enable knowledge workers to access a broad range of tools and other resources to enhance overall productivity
•Billing
•Scheduling
•Electronic Claims
•Staffing Temp Svcs
•Reporting & Metrics
•Tele-conferences
CLAIMS MANAGEMENT
•Trouble Ticket Tracking
•Problem Resolution DB
•Virtual Call Center TSS
• Integrated WEB support
•Remote Control
•Disaster Recovery
HelpDesk
•Reporting & Metrics
•Electronic Claims Processing
•Retention/Acquisition
•Facilities Management
•Marketing & Sales
MANAGED eCOMMERCE
•LAN & WAN Management
•Application Management
•Voice & Data Integrated
•SNMP Enabled
•Outsoursing Integration
Web Based EnterpriseManagement
Knowledge Worker
NewCo DATA CENTER FUNCTIONS
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Client RecordsClient Records
Office AutomationOffice Automation
SchedulingScheduling
HR StaffingHR Staffing
HMO/PPOHMO/PPO
Insurance Providers
Insurance Providers
HospitalsHospitals
ClinicsClinics
TSRTSR
Service/SupportService/Support
AdministrativeAdministrative
EducationEducation
MaryMary
JoeJoe
BillBill
JaneJane
FredFred
MarketingMarketing
Health CareHealth Care
FinanceFinance
ManagementManagement
Information Suppliers
Information Suppliers
ProductSuppliers
ProductSuppliers
Service Suppliers
Service Suppliers
METADATA CATALOG
SHAREDOPERATIONS
DATA REPOSIT
PROCESS & INFORMATION LINKAGES
Customer Information
Partner/Agent NewCo Data Center
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HMO/PPO Hospitals Clinics
NewCo Library
Providers
• Cross-channel marketing
• Documentation and re-publishing
• Reduces need for regional approach
• Access to credit services
• Joint outbound marketing
• Out-source tele- and electronic marketing services
Help Center
Products
Services
HOW DOES THE ELECTRONIC STRATEGYENHANCE NewCo?
Library
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• Electronic Catalog Interface– Products + services– Periodicals + reviews– Demos + training– Marketing activities +
vehicles
• Decision Support System– Product comparison– Patient segmentation– Intelligent adaptation– Experts
• Contact Management– Patient profile– Follow-up management– Behavior forecasting– Auto response
• Order Processing– Negotiations– Quote– Approval
• Easy access to more value add information
• Quick Navigation
• Reduced processes for order/quote approval
• More intelligent Patient data qualified and stored
• Sales contact enhancement through segmentation (intelligently adapted recommendations based on profiles and preferences)
• Customization of offerings
• Monitor and influence behavior modification
• Enhance buyer confidence
• Improved order and billing accuracy
Benefits
DiagramDiagramScenarioScenario Catalog PageCatalog Page
MainMainNext
Next
TELESERVICE REPRESENTATIVES
Previous
Features
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Benefits
DiagramDiagram ScenarioScenarioCatalogPage
CatalogPage
MainMain
Features
• Manage return authorization process
• Access to shared data– billing– shipping– order status– Patient
history/profile– warranty and
entitlement
• Patient complaints and suggestions processing
• Product and service registration
• Surveys
• Increase Patient relationship repair
• Close loop on sales cycle
• Qualify data integrity
• Entitlement verification
• Improve license compliancy
• Enhance brand satisfaction
• Improve order and billing accuracy
• Perspective of single point-of-knowledge
• Improve process quality controls
PATIENT SERVICES
Next
Next
Previous
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Benefits
DiagramDiagram ScenarioScenario Catalog PageCatalog Page MainMain
Features
• Remote Services
• Trouble ticket generation and tracking
• Skill based problem matching
• Problem resolution
• Configuration management
• Change management
• Entitlement management
• Metering and time billing
• Direct link to suppliers
• Patient profile access
• Remote takeover
• Fee based services
• Cost effective skill utilization
• More efficient capacity planning
• Faster problem resolution
• Increase lifetime relationship value
• Build image as single source product/service provider
• Manage product life cycle
• Sale add-on opportunities
HELP CENTER
Next
Next
Previous
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IBU’s MANAGEMENT• Increase up-sell and cross-sell
opportunities• Capture user behavior and
segmentation data• Increase account control• Move Customer information from
Agents, IBU’s and operational levels to shared repository
COST CONTROL• Reduce returns• Implement transaction based fee
strategy• Migrate operational activity from 800
lines to direct access automated operations
• Optimize marketing vehicle and point-of-contact investments
• Reduce costs for the buyer and seller
CUSTOMER SATISFACTION• Increase lifetime value relationships• Provide users with more intelligent,
“real time” information and services• Improve accuracy of orders and billing• Create “virtual” sales and support
organizations• Provide direct interaction between
buyer and seller
COMPETITIVE POSITIONING• Regain market leader/innovator image• Positioned for new opportunities on
“Information Superhighway”• Increase higher margin service
offerings• Expand product offerings
BENEFITS
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Physical Network
SNAAPPN
Common Transport Semantics
Presentation Services
Data Access Services
Component Development Frameworks
OpenDoc & Java & ActiveX
Application Services
TCP/IP OSINETBIOS
IPX
Object Mgmt. Services
MultimediaMultimedia
Print/ViewPrint/View
User InterfaceUser Interface
FilesFiles
Transaction MonitorTransaction Monitor Workflow ManagerWorkflow Manager MailMail
Communication Services
Conver-sational Model
Communication Services
CORBA/ORB
Directory X.500 / LDAP
WAN Channel EmergingLAN
Database Digital Library
Database Digital Library
Security SET SSL
Time Transaction Manager
Remote Procedure
Call
Messaging Queuing
MPI
OPEN ARCHITECTURE
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ORB-PROVIDES THE GLUE
RPC & MOM – Sample Flow
Other Clients
Program UnitProgram Unit
Process User RequestProcess User Request
CALL (arg1, arg2)
(precompiled stubs in C)
CALL (arg1, arg2)
(precompiled stubs in C)
Format User ReplyFormat User Reply
Program UserProgram User
Advertise CallAdvertise Call
Threaded DispatcherThreaded Dispatcher
Return ResultsReturn Results
Database LookupDatabase Lookup Database UpdateDatabase Update
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THROUGH TIME AND USAGE METERINGWE CAN LEARN MORE ABOUT OUR
CUSTOMERS/USERS THAN EVER BEFORE
TYPES OF METERING REASONS FOR METERING
License
Information/Service
Fee Based / Pay Per Use
Asset
Capacity Plan
Entitlement /Compliance
Transaction
What Was Used?
How Long?
How Was It Used?
Who Used It?
How Many Times Was It Requested?
Common Inquiries
Buy / No Buy Triggers
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BENEFITS
INCREASE CUSTOMER SATISFACTION LEVELS/LIFETIME VALUE RELATIONSHIPS
REDUCED RETUNES/INCREASE UPSELL AND CROSS-SELL OPPORTUNTIES
REGAIN MARKET LEADER/INNOVATOR IMAGE
POSITION FOR NEW OPPORTUNITIES ON “INFORMATION SUPERHIGHWAY”
INCREASE KNOWLEDGE OF USER BEHAVIOR PATTERNS AND SEGMENTATION
OPTIMIZE VEHICLE AND POINT-OF-ENTRY INVESTMENT STRATEGY
TRANSACTION-BASED FEE AND LICENSING STRATEGY
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AGENTSAGENTS
CUSTOMERCUSTOMERPATNERSPATNERS
ENTERPRISEENTERPRISE
• Reduced management cost• Improved customer care• Shared information
• Increase Customer satisfaction and relationship value• Reduced operating costs
• Reduced provider & supplier costs• Shared information• New service opportunities
USER BENEFITS
• Improved Services• Agent empowerment & education• Shorter sales costs
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13
EC STRATEGY CAPABILITIES OFFERING
SERVICE ATTRIBUTES
NewCo Services
StrategicInternet/IntranetInfrastructure
Consulting
SystemsManagement
HelpDeskServices
IT & Management Consulting
OLAP Data BaseMarketing
ProcurementManagement
Asset Management
ElectronicInformationDistribution
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EC STRATEGY MODEL
NewCo
Client (A...)
IBUs
Client (D...)
Alliance Partners Industry NetNew Service Franchise:• High margin annuity business
• Consistency, Quality & Scale• Patient Based Business Model
Client (B...) Client (C...)
IT Management Consulting Practices• Internet/Intranet Services• Systems Integration Services• Infrastructure Strategy
Alliance Partner Services• Data Base Marketing Services• Rapid Application Development (RAD)• Digital Content Publishing & Mgt.
Measurement & Continuos Improvement
Nurse Physician Consulting EC
ATGCenter of Excellence
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Advanced Technology CenterAdvanced Technology Center
NewCo CAPABILITIES
ORGANIZATIONAL STRUCTURE
MarketingMarketing ServicingServicing
Enterprise core competencies would be leveraged and integrated within each of the capability offerings
Account Mgmt
Account Mgmt Creative
CreativeMedia
Media Partnership Marketing
Partnership Marketing
PracticeManagement
PracticeManagement
DisasterRecovery
DisasterRecovery
HostingServices
HostingServices HMO & PPO
HMO & PPOIT
Management Consulting
IT Management Consulting
OutsourcingOutsourcing Information
Services
Information Services
Electronic Strategy
Electronic Strategy
Systems Integration CapabilitySystems Integration Capability
Advanced Technologies GroupAdvanced Technologies Group
• Showcase integrated internet/Intranet management and service delivery• Showcase multi media electronic vehicles, i.e. e-catalog, e-mail/e-store• Showcase working transaction infrastrucuture model
• Showcase integrated internet/Intranet management and service delivery• Showcase multi media electronic vehicles, i.e. e-catalog, e-mail/e-store• Showcase working transaction infrastrucuture model
PresidentPresident
Executive CommitteeExecutive Committee
New Business Development/Cross Functional Virtual TeamsNew Business Development/Cross Functional Virtual Teams
• Detail design• Implementation• Outsource project management
• Detail design• Implementation• Outsource project management
• Research new technologies• Strategy and design• Prototyping RAD
• Research new technologies• Strategy and design• Prototyping RAD
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Culture“The way we do
things around here”
Culture“The way we do
things around here”
Communications“The way we position
our value”
Communications“The way we position
our value”
Business Processes“The way we operate
to add value”
Business Processes“The way we operate
to add value”
Organization“The way we structure
for competence”
Organization“The way we structure
for competence”
Information and Technology“Our work tools”
Information and Technology“Our work tools”
Management Systems“The way we
support performance”
Management Systems“The way we
support performance”
Continuous ImprovementContinuous
Improvement
• Decide• Create• Manage• Communicate
• Disagree• Learn• Value• Negotiate
• Competitive positioning• Messaging• Segmentation• Integration• Patient feedback loop
• Measure feedback• Reward• Train in fundamental
competence
• Data/Databases• Information• HW/SW/Networks• Voice mail/E-mail/EDI/WWW• Advanced technology
• Analyze/Interpret• Strategic/Plan• Organize/Design• Train in skills• Hire, staff
• Develop products• Fulfill orders• Serve Patients• Manage markets• Plan, resource, control
Strategy
Strategy
External Forces
External Forces
STRATEGIC IMPERATIVES
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S ep te m be r 1 3 , 1 99 6 P RO P R IT A R Y PR O P ER T Y 1 0
INTEGRATED STRATEGY CAPABILITIES OFFERING
Benefits
Needs
• Optimize value of Customer base
• Expand market opportunities
• Achieve 100% Customer satisfaction
• Nurture sustainable Client relationships
• Manage risk• Decrease
costs/Increase margins• Leverage new
distribution methods• Optimize transaction
processing• Reduce time to market• Maximize market share
Strategic Positioning
InformationDeliveryServices
Infrastructure
FullLife Cycle
ManagementInfrastructure Assessment, Design,Implementation and Management
• Cost efficient operations• Direct link to Agents/Customers• Real time delivery of products and
services• Managed assets• Low transaction costs
• Increased knowledge of Customers• Improved Customer satisfaction• Dynamic approach to communication• Strategically managed investments• Improved corporate image as marketing
Innovator
• New product, services and market opportunities
• Business offerings evolve with new technology environments
• Competitive advantage/industry leader• Cohesive and leveraged approach• Integrated channel design
WEB Based Enterprise Management
Financial Management
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S ep t em b e r 13 , 1 99 6 P R O P R IT A R Y PR O P E R T Y 1 1
SERVICES OPTIONS CAPABILITIES OFFERING
Capabilities & core competency centers:
• WEB Community Hosting Services
• Asset Management• Research• Disaster Recovery• WBEM• Information Mining• Best Practices• Infrastructure
Consulting
New Markets• Enterprise services• Entertainment• Supplier
management• Education• Retail
New Markets
• Enterprise Services• Transaction Management• Supplier Management• Systems Management• Content Management
Increased Product Offering• New service providing applications• Expanded shrink wrap offering• Non-traditional third party retail• Information• Services
Increased Product Offering• New service providing applications• Expanded shrink wrap offering• Non-traditional third party retail• Information• Services
New Service Applications• Patient access electronic catalogs• Internal call center catalog applications• Electronic Software Distribution• Workflow management
New Service Applications• Patient access electronic catalogs• Internal call center catalog applications• Electronic Software Distribution• Workflow management
Higher Margin Services• Remote ASSET MANAGEMENT• Procurement management• Catalog production and space sales• Joint marketing• Product demo, training and advertising
production• Data center operations• Telesales outsourcing
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ENTERPRISE e-COMMERCE VISIONIS SYSTEMS STRATEGY
Proprietary
Richard Lynes
for
NewCo
April 10, 2023
Confidential & Proprietary PropertyRichard Lynes
Page 38
The Big Picture – “Getting it down on paper”The Big Picture – “Getting it down on paper”
Migration Strategy – “Filling in the boxes”Migration Strategy – “Filling in the boxes”
Relationship – “How DTG Helps going forward”Relationship – “How DTG Helps going forward”
Confidential & Proprietary PropertyRichard Lynes
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IS is now partnering with NewCo to provide a strategic viewpoint of the design and development of a eCommerce “End State.”
Organization
Business Processes
Management Systems
Culture
Communications
Systems
“The way NewCo structures the End State for competitive advantage”
“The way NewCo operates to add value”
“The way NewCo measures and supports performance”
“The way NewCo does things”
“The way NewCo positions its value”
“The way NewCo utilizes its information and technology infrastructure” to deliver quality client services
Con
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Center Strategic Architecture
Center Network Centric Vision
Center Systems Capability Vision
The Big Picture
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SYSTEMS CAPABILITY VISION
THE BUSINESS DEFINED
What is NewCo business?
Network Centric Focus
–Management Services
–Support Services
–Infrastructure Services
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Partners For Innovation: The Ultimate Competitive Edge
Imagine for a moment the ideal business environment. In this environment, your company is the unquestioned market leader because:
• Ideas and information that dramatically increase your company's ability to innovate flow constantly to all parts of your organization.
• Your people are able to develop cutting-edge products and top-quality services, define and shape new markets, and exploit hidden market niches.
• Your products and services are so extraordinary that your employees are always loyal and regularly promote your company to potential new clients.
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SYSTEMS CAPABILITY VISIONLAYERED INFRASTRUCTURE
Direct WAN/LAN
Link
Direct WAN/LAN
Link
WAN LinkWAN Link
Wireless Link
Wireless Link
Sales
Marketing
Manufacturing
Finance
Distribution
Service & Support
Consumer
Businesses
Suppliers
Blue Suits & VARs
Agents
Management
Fax
PDA
WWW
Screen PhoneTelephone
Internet
Public Networks
VPNs
EDI
Consistent and
Integrated Experience
User Infrastructure Communications Infrastructure Applications InfrastructureInformation
Infrastructure
Kiosks
Three main areas of the infrastructure strategy must be developed and integrated to support: (1) cross functional processes, (2) across all points of contact, (3) single point resolution
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NewCo SYSTEMS CAPABILITY VISION
COMPETENCY CENTER
The infrastructure must be flexible enough to support multi media interaction and multiple means of interaction – the Competency Center environment
Telephone Wireless
WWW
Voice
Data
Image
Video
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The telephone will remain an important device for four reasons
1 Higher penetration
2 Ease of use
3 Ease of integration
4 Human component
NewCo SYSTEMS CAPABILITY VISION
THE TELEPHONE AS A DEVICE
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1 “Virtual” Single point of entry2 Multiple entry channels3 Non-human intensive4 Shared and leveraged information5 Consistent image to market6 Integrated approach
1 “Virtual” Single point of entry2 Multiple entry channels3 Non-human intensive4 Shared and leveraged information5 Consistent image to market6 Integrated approach
Hospitals & Clinics
HMO & PPOFinance and
AdministrationInformationDistribution
B C D E
Point of Entry
Shared/Integrated Information Repository
Patient Service
A
NewCo SYSTEMS CAPABILITY VISION
NETWORKED CONCEPTS
This Competency Center infrastructure should be developed to support 6 key concepts:
WWWTelephone Fax On-line CD ROM
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NewCo
HMO Partners PPOCatalog Library
Providers
• Cross-channel marketing
• Documentation and re-publishing
• Reduces need for regional approach
• Access to credit services
• Joint outbound marketing
• Sale center capasity
Indirect On-line Joint Marketing
Help Center
Products
Services
Direct On-Line Segmented Catalogs
NewCo SYSTEMS CAPABILITY VISIONCENTER INFRASTRUCTURE SUPPORT
The Competency Center Infrastructure should support Providers and Health Care Management organizations who enable patient services.
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Windows ApplicationOffice Automation
Microsoft Office 4.0Microsoft Corporation
PROMO Price
Our PriceList PriceCost
Savings 60%Margin 50%
$259.00
$295.00$495.00$199.00
$295.00$100.00
LISTINGLISTING SPECSSPECS COMMENTSCOMMENTS
Microsoft Office represents the leading edge in Integrated Office Automation products. Rich in functionality spanning key productivity tools: spreadsheet, word processing, database, presentation and mail. This product supports DDE, OLE and other Windows based APIs. This product integrates all levels from user interface (GUI), application level messaging, and interprocess communications. These techniques offer developers and user productivity gains in work group workflow computing.
PRODUCT TYPES AVAILABLE
quotequote
orderorder
table of contentstable of contents
indexindex
fax back #1614fax back #1614
shrink wrapshrink wrap
docs onlydocs only
disc onlydisc only
license onlylicense only
greengreen
marketing vehiclesmarketing vehicles
promotionspromotions
demodemo
trainingtraining
product reviewsproduct reviews
featuresfeatures
servicesservices
add-onsadd-ons
requirementsrequirements
product comparisonsproduct comparisons
MEDIA TYPES AVAILABLE
• 3.5”• 5.25”• Dual• CD-ROM• Tape
NewCo SYSTEMS CAPABILITY VISION
NewCo Electronic Catalog: Product example only
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NewCo SYSTEMS CAPABILITY VISION
STRATEGY COMPONENTS
Interactive Devices
Interactive Applications
Customer Facing Services &
Applications
Agent Facing Services &
Applications
Networked Strategy
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Center Strategic Architecture
Center Network Centric Vision
Center Systems
Capability Vision
The Big Picture
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• The Competency Center infrastructure is made up of four main areas.• Three of these areas are components of the systems infrastructure, while the
user area serves as requirements and continuos improvement mechanisms.
NewCo NETWORK CENTRIC VISION4 MAIN AREAS
CommunicationsCommunications
InformationInformation ApplicationsApplications
UsersUsers
Competency Center Infrastructure
Competency Center Infrastructure
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NewCo NETWORK CENTRIC VISION SIX KEY CONCEPTS
• The systems infrastructure should be designed to support six key concepts:
– Four Integrated Levels
– Network Centric View
– Distributed Operational Processes
– Multi-Media Content/Multi-Medium Environment
– Needs Based Resource Match
– Virtual Service Teams
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NewCo NETWORK CENTRIC VISION
FOUR INTEGRATED LEVELS
The telecommunications requirements will be serviced at Four Integrated Levels:
WAN
Site
LAN
Desktop
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The network-centric view requires that the primary focus reside at the WAN level Processes, key capabilities and control are managed at the WAN level, extending down to the various sites, LANs and finally the desktops Unlike a location-centric view, resources to service an event are location transparent
NewCo NETWORK CENTRIC VISION NETWORK-CENTRIC VIEW
Location Centric ViewNetwork Centric View
VS.
Center
Center
Events
Center
Network
Center
Events
Center Center
Enterprise Knowledge
Layer
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– Various processes are replicated at multiple sites operating as single logical processes
– Process standards and resources are consistent and integrated
NewCo NETWORK CENTRIC VISION
DISTRIBUTED OPERATIONAL PROCESSES
OP1 OP2 OP3 OPnOP4 . . . . .
Site 1
Site 2
Site 3
Site 4
Site X
.
.
.
.
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Operational Processes (OP)
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• Today, communications with Customers are predominantly single media (voice) and single medium (telephone)
• The tele-utility will increasingly become one of multi-media (integrated voice, video, data and image) communicated in a multi-medium environment (integrated vehicles of telephone, on-line, WWW, screen phones, smart cards, etc.)
NewCo NETWORK CENTRIC VISION
MULTI-MEDIA CONTENT/MULTI-MEDIUM ENVIRONMENT
Health CareProvider NewCo
On Line
Telephone
WWW
Screen Phone
Smart Cards
• Voice• Video• Data• Image
• Voice• Video• Data• Image
Agent
Video Conference Bridge
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Segmentation&
Processing
Who
What
Why
Business Knowledge
Product Type
Product Expertise
OptimizedSystem
Matching
Agent AvailabilityIncoming Events
AgentProfile
Segmentation and Processing must mirror Agent Profiling and be concurrent with Training, Capacity Planning and Assignment to maximize benefit
Segmentation and Processing must mirror Agent Profiling and be concurrent with Training, Capacity Planning and Assignment to maximize benefit
NewCo NETWORK CENTRIC VISION
EVENT NEEDS-BASED RESOURCE MATCH
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NewCo NETWORK CENTRIC VISION
VIRTUAL SERVICE TEAMS• Leverages the most appropriate resources in crucial steps of every
event – instantly and with little effort
• Resources step in quickly, automatically and without barriers of location or function to provide added value
Location 1
Location 2
Location 3
Partners
Conference in appropriate additional resources
Suppliers
MarketingPatient Service
Technical Support
ManagementManufacturing
Sales
MarketingPatient Service
Technical Support
ManagementManufacturing
Sales
MarketingPatient Service
Technical Support
ManagementManufacturing
Sales
Customers
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• The requisite communications capability and functionality have been grouped into five categories, with dependent and enabling relationships both within and across categories
CustomerSegmentation
CustomerTreatment
ManagementProcess/Control
Networking
SystemsIntegration
NewCo NETWORK CENTRIC VISION FIVE REQUIREMENTS CATEGORIES
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• Customer Segmentation
– Determines who the Customer is, what the nature of the event is, and why the event or system has decided it should make contact
• Customer Treatment
– Outlines what the system does after segmentation, how the Customer is processed through the system and what services are provided
• Management Process and Control
– Describes how the resources that comprise the system are controlled and managed
• Networking
– Determines how service is provided and through what means (primarily the wide and local area network services)
• Systems Integration
– Identifies the resources needed and the required means of interconnecting and interfacing with these resources
NewCo NETWORK CENTRIC VISION
FIVE REQUIREMENTS CATEGORIES
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• Customer Segmentation Requirements
• Determines:
– Who a Customer or resource is and why a Customer or resource is initiating an event
– Based on who a Customer or resource is, how a event should be processed
– When, how, and why the system initiates contact with a Customer or resource
NewCo NETWORK CENTRIC VISION CUSTOMER SEGMENTATION
Event Receipt Recognition &
Processing
Dynamic Event Segmentation
Event Abandonment
Treatment
Event Back Treatment
Proactive Patient Contact
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• Customer Treatment Requirements
– Enables Customer services on a event-by-event basis
– Integrates the unique identity of a Customer, purpose of contact, current assessment, and real-time assignment of appropriate system-wide resources
– Presents a single image to the customer
NewCo NETWORK CENTRIC VISION CUSTOMER TREATMENT
Network Managed Routing
Network Signal Point Control
Direction
Remote Access Patient Facilities
ESSD
Variable Medium Communications
Channels
Next “Best” Available Resource
Real-Time Resource
Assessment
Enroute Event Treatment
Event Queueing Treatment
Logical Skill Sets
Multilingual Services
Outlined boxes indicate requirements in other groupings
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• Management Process and Control Requirements
– The ability to monitor, measure, assess, and allocate system-wide resources in response to changing conditions and events. This includes the following:
NewCo NETWORK CENTRIC VISIONMANAGEMENT PROCESS AND CONTROL
Network Signal Point Control
Direction
System Function Management and
Control
Real-Time Resource
Assessment
Logical Skill Sets
Connectivity Reallocation/
Reconstitution
Event TraceMonitoring by Operational
Process
Automatic Event Wrap-Up
Outlined boxes indicate requirements in other groupings
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• Networking Requirements
– Incorporates technology to support distributed, workflow, and collaborative work group computing environments
– Client/Server, On-Line Transaction Processing (OLTP), and replication strategies must contain a series of identified network-centric applications and must be supported by the following requirements:
NewCo NETWORK CENTRIC VISION NETWORKING
Multimedia Conferences
One-Way/Two-Way Media Conversion
SecurityRemote
Resource Connectivity
Application Programming Interface (API)
MessagingConcurrent
Mutual Transfer
Programmed/Scheduled
DeliveryESSD
CTI Application Integration
Outlined boxes indicate requirements in other groupings
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• Systems Integration Requirements
– The telecom network supporting the proposed tele-utility will be composed of various “Solution Components”
– The integration of these systems is required to provide the total Telecom & IS Architecture
– The integration will provide transparent access, uniform agent operation, and seamless systems functionality.
NewCo NETWORK CENTRIC VISION SYSTEMS INTEGRATION
CTI Application Integration
Network Distributed Switching
Remote Access Patient Facilities
Dynamic Bandwidth Capacity
Electronic Software & Service
Distribution
Medium Integration
Application Programming Interface (API)
SecurityDistributed
Client Server Topology
Concurrent Mutual Transfer
Variable Site Termination
MethodologiesMessaging
Outlined boxes indicate requirements in other groupings
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Center Strategic Architecture
Center Network Centric Vision
Center Systems
Capability Vision
The Big Picture
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NewCo STRATEGIC ARCHITECTURENETWORK CONVERGENCE
•
Electronic Commerce
InteractiveSystems
Telecommunication
Media/Advertising
Database & InformationMarketing
TeleservicesCommunications
Services
MarketingServicesPatient Tracking &
Usage MeteringOn-line Services
PurchaseAdvisoryServices
EvolvingElectronic
Environments
SatisfactionMeasurement
Evolving Electronic Environments Applications
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NewCo STRATEGIC ARCHITECTUREENTERPRISE CONVERGENCE
Common user interface
Work-flow, groupware deployment
E-forms & document management
Application interfaces & development
Messaging backbone
Directory services
Security
Data access or data sharing
Data infrastructure
Data model
Network design & management
Client/server
Enterprise IT Strategies
Not enforceable on partners, no agreed-on standard, vendor-driven
Imaging, workflow not standardized, little or no support for external routing
No standard back end (e.g., EDI) to enable external processing on receipt
Not enforceable, conflicts with partner systems, limited usage and value
Other enterprises as remotes conflicts with their own messaging strategies
“One-sided” shared policy, no provision for external administration
Interconsistent deployment of standards, lack of key management policies
No provisions for levels of access and inadequate tracking of updates
No provisions for levels of access, also tracking, usability and meaning
No recognition of need for shared meaning or external data in model
Inadequate support for remote users, network overlap and conflict
Lack of control, strategy conflict, poor coordination of migration plans
Some Specific Weaknesses for EC
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ApplicationsElectronic forms, Intelligent event Routing, Resource Scheduling,
Shared Patient Database, CICS & OLTP, X.400, EDI, Mail Exchange Getaways
AIX, OS/Z, VMS, MVS, UNIX, WROU 32, Windows NTOperation System and Transport Services
SNA, TCP, APPC, IPX, LU/6.2, Others
ThreadsSockets
Other Distributed ServicesDCE–DSOM–SOM–Others
Distributed File ServicesTaligent
TimeDirectory/File
Synchronization
NamingX.500
Other Fundamental Services (Future)
Electronic Commerce
API’sPC Integration
CTI–Client AgentSecurityKerberos & SSLDistributedKey Encryption• Authorization• Authentication• Notification
ManagementNet View• Configuration• Trouble Tickets• EDS• Lic. Mgt.• Asset Mgt.• Change Mgt.
OSF DCE MODELOSF DCE MODEL
MOM (Message Oriented Middleware)Remote Procedure event and Presentation Services with OLTP
Supports Multiple ProtocolsPipes, MQ (Message–Queueing), Object Request Broke (ORB)
NewCo STRATEGIC ARCHITECTURE
DISTRIBUTED COMPUTING ENVIRONMENT
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NewCo STRATEGIC ARCHITECTURE
DISASTER RECOVERY CENTER CONSTRUCTSalt Lake City
Center
Center
Data Center
Data Center
Dallas Center
Center
Raleigh Center
Atlanta Center
Chicago Center
Denver Center
Leased Lines - 9
Leased Lines - 8
Leased Lines - 10
Leased Lines - 2
Leased Lines - 11
LandLine - 3
Leased Lines - 1
Leased Lines - 15
Leased Lines - 14
Leased Lines - 13
Leased Lines - 12
LandLine - 4
T1- 3
T1- 4
T1- 5
T1- 6
T1- 7
T1- 9
T1- 8
Data-WAN
Voice-WAN
X.25-2
X.25-2
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NewCo STRATEGIC ARCHITECTURE ACD IN THE SKY
Gnd Station
Satellite Link-2
SS7Switch-6
Switch-6
DAP
ERC
CSU-1
Dial-up-1
Patient
Land Line-5
SequitoeEastSequitor
West
Switch-6
Ethernet-1 Ethernet-1
Ethernet-1
RDGVRU-1
IVR-1
T1-2 T1-1Frame Relay-1
T1-3 T1-4
CTI ServerCTI ServerLAN-3
PC-2Dell
LAN-2
PC-1Dell
PBX-1
NewCo Center
Land Line-1
Land Line-1
Gnd Station
Ethernet-1
AS/400-1
10BaseT Center
PBX-1
Land Line-4
EIS 9000 Mainframe
RS-232 RS-232
Satellite Link-1
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MVS/ESA & AIX/6000/SP–2
Host Enterprise Server
Inbound/OutboundInbound/Outbound
LocatorLocator
Object MeteringObject Metering
Queue Management
Queue Management
Administration & Configuration
Administration & Configuration
Metrics &
Reporting
Metrics &
Reporting
Messaging Development Framework (MDF)Messaging Development Framework (MDF)
Diagnostics & Simulation
Diagnostics & Simulation
SessionControlSessionControl
Workflow Management
Workflow Management
Store & ForwardStore & Forward
Development EnvironmentDevelopment Environment
Server AccessServer Access NAMED PIPES
NAMED PIPES
MQIMQI
NVASNVAS
HLLAPIHLLAPI
FEPIFEPI
SLUpSLUp
APPCAPPC
SocketsSockets
Distributed System Object Model (DSOM)Distributed System Object Model (DSOM)
CTICTI
Business Process Redesign
Business Process Redesign
Speed DialSpeed Dial
ANIANI
DNISDNIS
NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS
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Thin WorkflowThin Workflow
Session Control SecuritySession Control Security
ConfigurationConfiguration
UtilitiesMonitoring/Tracking
UtilitiesMonitoring/Tracking
Administration MaintenanceAdministration Maintenance
OS/WIN 95/NT
Workgroup Server
NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS
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(GUI) Sales and Service Application(GUI) Sales and Service Application
UNIX
Workstation
Object WrappersObject Wrappers
API PointsAPI Points
Memory Mgmt
Memory Mgmt
Comm Interface
Comm Interface
Message Correlator
Message Correlator
Message Framing
Message Framing
Queue Mgmt
Queue Mgmt
CTICTI
LocatorLocator InboundInbound AdminAdmin ConfigConfigSpeedialSpeedial
ANIANI
DNISDNIS
Windows
NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS
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Background – NewCo/DTG Relationship HistoryBackground – NewCo/DTG Relationship History
The Big Picture – “Getting it down on paper”The Big Picture – “Getting it down on paper”
Migration Strategy – “Filling in the boxes”Migration Strategy – “Filling in the boxes”
Relationship – “How DTG Helps going forward”Relationship – “How DTG Helps going forward”
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PARALLEL WORK EFFERTS
Identify near-term requirements
Conceptual design
Functional specProcure off-the-
shelf hw/sw
Option 1Pilot
Analyze results (Business case)
Option 4Development
Option 4Limited
deployment
Option 4Full deployment
BPRDefine process
changesImplement
process changes
Define/implement architecture
changes
Center development
Consolidation
Develop End-State
VisionEnd-State
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1 Common DB Shadow copy distributed (replicated) to each site (read only access)2 On event transfer, voice/data transfer is used to send event purpose information and
DB shadow look up key (other key Patient elements could be sent if necessary as backup)
1 Common DB Shadow copy distributed (replicated) to each site (read only access)2 On event transfer, voice/data transfer is used to send event purpose information and
DB shadow look up key (other key Patient elements could be sent if necessary as backup)
3 Agent can quickly bring up current DB shadow on event transfer based on key field
4 To make DB changes, agent will initiate an application to link to site partition of central DB (master) through data WAN or changes will be captured at the site and uploaded at a later point in time
3 Agent can quickly bring up current DB shadow on event transfer based on key field
4 To make DB changes, agent will initiate an application to link to site partition of central DB (master) through data WAN or changes will be captured at the site and uploaded at a later point in time
Domain Server
Domain Server
Common Database
Master Database
NewCo Direct DallasDetroit
Tucson Other Sites
Data WAN
Dallas DMC
Other Sites
Tucson NFC
Detroit DMC
Common DB Shadow
LAN/DB Server
LAN/DB Server
LAN
TADs ServerTADs Server
Agent
NewCo Direct
NewCo PILOT EVOLUTION EVENT TRANSFER SCENARIO
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NewCo PILOT EVOLUTION FUTURE SUPPLY CHAIN MANAGEMENT
EnterprisePatients and Prospects
Brokers
Jobbers
Distributors
Agents
On-line marketplace and EM managers
Direct access to other companion's databases
Multi enterprise collaboration
Information content standards
Communication standards
Graphical user interface
Application programming
interfaces
1994 – 1999+ Common Infrastructure = lower costs1994 – 1999+ Common Infrastructure = lower costs
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NewCo APPROACH PARALLEL EFFORTS
• In order to design and migrate towards a strategic end-state, an approach of three efforts should be developed.
Phase IStrategic Architecture
Phase IIStrategic Plan
Phase IIIRisk Mitigation
Strategy4th Parallel Effort
“What is theStrategic End State”
“What does NewCo need to do to get to the End
State”
“How does NewCo make smart decisions and
investments while they get to the End State”
Pilot Scalability Study
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NewCo APPROACH PARALLEL EFFORT
The three phases must take place as parallel efforts.
Strategic Vision
Strategic Vision
End-State Realized
End-State Realized
Development of Risk Mitigation Strategy
Development of Strategic Vision
Development of Strategic Architecture
• Lack of integration will result in a poor design • Difficult to integrate dissimilar products• Difficult to maintain/upgrade• Inflexible to changing business requirements• Inelastic-static not dynamic• Multi-vendor management• Cost inefficiencies
Development of an integrated object-oriented component architecture• Maximizes development resources Reflects changing business needs and best practices
• Supports tightly integrated reusable components• Reduces costs over life cycle & cycle times• Reflects open standards
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NewCo APPROACH PHASE I STRATEGIC ARCHITECTURE
Phase IIStrategic Plan
Phase IIIRisk Migration Plan
Phase IStrategic Architecture
Agree to Center Plan
Document Conceptual Design
Functional System Requirements
Establish Architecture Standards
Identify Options
Map to Strategic Plan and Risk Plan
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NewCo APPROACH PHASE I STRATEGIC ARCHITECTURE
Functional System RequirementsFunctional System Requirements
MultimediaMultimedia
VoiceVoice DataData ImageImage VideoVideo
Multi Application “Best-In-ClassMulti Application “Best-In-Class
AcquisitionAcquisition
StorageStorage
Sharing/Consolidatio
n
AccessAccess
Presentation/View
Transfer/Movement
MetricsMetrics
Integration/Linkages
How will the infrastructure source/acquire media of all types?
What will the storage requirements for media be, and where?
Regardless of where media and applications are stored, how will they be shared?
By which interactive channels will media and applications be accessed?
How will media be moved and packaged?
How will media be measured to determine its worth?
How will media and application be linked and integrated to provide a “single view” to the user?
How will media be viewed for a consistent experience?
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NewCo APPROACH PHASE II STRATEGIC PLAN
Finalize Center Strategy
Assess Remaining “Installed Infrastructure”
Identify and map all strategicinitiatives towards the end state
Understand Partner Development Plans
Implement Stepping Stone Activities (i.e., Pilot)
Analyze activity results
Replace obsolete system components
Identify business goals and requirements
Conduct gap analysis
Develop detailed design
RFI/RFP
Development and Integration Plan
Change Management and Implementation Plan
Refine End State Model
PHASE IIStrategic Plan
PHASE I IIRisk Migration Plan
PHASE IStrategic Architecture
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NewCo APPROACH PHASE III RISK MITIGATION PLAN
Analyze activity results
Replace obsolete system components
Identify business goals and requirements
RFI/RFP
Development and Integration Plan
Change Management and Implementation Plan
Refine End State Model
PHASE IIStrategic Plan
PHASE IIIRisk Migration Plan
PHASE IStrategic Architecture
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NewCo APPROACH NEAR-TERM VS. STRATEGIC
• Near-Term Risk Mitigation
– Work with existing technology, processes, applications
– Procure off-the-shelf-HD/SW to meet immediate needs
– Must follow standard RFP vendor selection process
– Must not impair ability to reach end-state
– Inherently based on obsolete technology
• Strategic Architecture
– Based on object-oriented component architecture
– Avoids throw-away hardware and software
– End-state change results in component change, not change to entire system
– Flexible, scalable, system components
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Background – NewCo/DTG Relationship HistoryBackground – NewCo/DTG Relationship History
The Big Picture – “Getting it down on paper”The Big Picture – “Getting it down on paper”
Migration Strategy – “Filling in the boxes”Migration Strategy – “Filling in the boxes”
Relationship – “How IS helps going forward”Relationship – “How IS helps going forward”
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NewCo RELATIONSHIP IS ROLE
• The breakdown of roles in a System Infrastructure Development project are analogous to those in the construction industry. IS is well positioned to serve NewCo in roles that drive the design, integration and deployment.
Construction Industry
System’s Infrastructure Development
• User end system requirements
• Conceptual design• Functional
specification• Detailed design• RFI management
• Project management• Change
management• Process Redesign• Systems Integration• RPF Management
• Product development
• Code writing• Product support
Architect General Contractor Builder
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NewCo RELATIONSHIP WHY IS
• There are many “Architects” and “General Contractors” who work in the field of System Infrastructure Development. However, the greatest success stories come from those partnerships where the most relevant core competencies are leveraged.
– IS Core competencies
• Virtual service and support centers
• “Customer Servicing” approach CBMM
• Business Process Redesign
• Marketing and communications integration strategy
• Differential investment planning
• Interactive communications
• Tele-communications and information systems
• Electronic Commerce
• Project management
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NewCo RELATIONSHIP WHY IS• As IS works with NewCo in the definition and development of their
eCommerce infrastructure strategy, we will look at each component across with a strategic integrated view. Each component will feed as continuous improvement process.
Organization
Business Processes
Management Systems
Culture
Communications
Systems
“The way NewCo structures the End State for competitive advantage”
“The way NewCo operates to add value”
“The way NewCo measures and supports performance”
“The way NewCo does things”
“The way NewCo positions its value”
“The way NewCo utilizes its information and technology infrastructure”
Con
tinuo
us Im
prov
emen
t Lin
kage
Todays Discussion
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NewCo RELATIONSHIP WHY IS
• IS will work closely with various organizations across NewCo. While this work will focus on the Center of Excellence, this partnership will allow IS to develop close ties and to gain keen insights into NewCo in a number of areas:
– Business model
– Organizational structure
– Culture
– Business processes
– Operational environments
– Technology plans
– Competitive differentiation
– Strategic initiatives
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NewCo RELATIONSHIP IMMEDIATE NEXT STEPS
Phase IIStrategic Plan
Phase IIIRisk Migration Plan
Phase IStrategic Architecture
Secure initial funding
Develop detailed workplan, deliverables and schedules
Develop funding proposal and cost benefit analysis
Confidential & Proprietary PropertyRichard Lynes
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NewCo BACKGROUND FULL CIRCLE
• The scope of this project requires IS to work with designated client sites current technology environments. As such, certain design choices/constraints are inevitable. However, the solution will be designed based on its ability to be scale and migratable to a more strategic end-state.
Network Centric
Pilot
Migration and Expansion Plan
Tactical Pilots
Strategic IS/Telecommunications
Infrastructure
We have come full
circle
We have come full
circle
Center End State