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Mobile Mondey St. Petersburgjune 18th 2007
Citation preview
TietoEnator © 2003
Future OfficeThe Consumerization of the Digital Working Environment
St. Petersburg, June 18th [email protected]
TietoEnator © 2003
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The 3/2 rule of employee efficiencyWhen you triple the number of employees, you halve their productivity
Reasoning behind the statisticComplexity of internal processesLayers of bureaucracyTime spent on communicationsDissemination of new ideas and workingpractices
http://www.cybaea.net/Journal/employee_productivity.htmlSource: CYBAEA - Allan Engelhardt
Intranet as a tool for productivityInnovation velocity is dependent oncollaboration and creation networksInternal efficiency should base on serviceoriented thinkingStandard Intranet is totally lacking thesetools and only acts as a documentdirectory
It is time to view your Intranet as customer serviceand your Employees as its consumers
TietoEnator © 2003
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Vertical services
Horizontal services
Personal view
InternalCommunications
Business Intelligenceand Reporting
Workgroups
Employeeself-services
Operative desktop•Work management•Customer data•Best practises•Work processes
•Projects teams andinterest groups
•Online collaboration•Document mngt
•Profled content•Web content•Video, audio etc.
•HR-services•IT-support•Legal
•Business scorecards•Forecasting & Planning•Reporting & Analysis
Future office - Enterprise Portal Fan Model
Splitting the Intranet to pieces is still a valid concept,However, the idea must be taken to next level
TietoEnator © 2003
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Building employee services to your Intranet
Intranet is about Solving End User Situationsnot about Showing All Possible Information
TraditionalIntranet
Intranet as a service
Search functionalitysatisfy 5 % of end user cases
Advanced search >>
Content directory(structure and sitemap)satisfy 10 % of end user cases
Situation orientedcontent and service bundlessatisfy 85 % of end user cases
TietoEnator © 2003
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Example of service oriented approach in IntranetCase Example –Human Resources (HR) at TietoEnator
BEFORE:Typical Intranet based on documents and folders
TietoEnator © 2003
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Example of service oriented approach in IntranetCase Example –Human Resources (HR) at TietoEnator
AFTER:Intranet based on user situations and practices
TietoEnator © 2003
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Improving Information Quality and Usability in IntranetIntroducing information synthesizers as a new role in information management
Information synthesizer is a key rolein improving Intranet Information Usability
1 Creator
10 Synthesizers
100 Consumers
Creates the initial information with the idea, thatinformation will be subjected to editing, and situationbased usability rating by consumers.
Uses the informationas it is needed in asituation and gives arating of usability.
Takes the existing information,develops it further by adding or editingthe original text, comments it or makesthe information more usable byapplying a better structure to it.
Today, there are no tools norprivileges for informationsynthesizers and the enthusiasm isused in emails and coffee tables.
TietoEnator © 2003
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Measuring the success of IntranetAffecting the mindset of service and information providers
Intranet should be subjected to same measurementsused in consumer services (e.g. First-time-right)
Qualitative measurement from end users
Did this information help you?
Are you satisfied for the service you received?
Effective measurement for internal service provider
Was employee situation resolved on first contact?
Was the preferred service channel used for the contact?
TietoEnator © 2003
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Multichannel service approach
Sales agentCustomer
Expert community
Participation insales situations
Real time support(IM)
Sales support unit
Sales support Onlinewith up to date and dynamic information structure
Phone support(VOIP)
Q&A
> Vapaana olevatasiantuntijat
Intranet is used as an integral part of amultichannel internal service environment
Voice + Video
Commercial Confidential
Subscribe to information source
RSS
RSTTransact with information source
80% of all transactions are
Really Simple Transactions
Taking it mobile…
Commercial Confidential
Examples§ Hour reporting, billing data§ Information requests (business
systems, personnel & customerdatabases)§ Decision making workflows§ Instant messaging and
presence information§ Helpdesk applications§ Flight reservations & info
Future OfficeCase Metsäliitto
TietoEnator © 2003
Background
Metsäliitto is the tenth biggest forest industry group in the world. Its five businessareas include wood supply, wood products industry, pulp production and producing ofpaper and paperboard as well as tissue paper. Its sales are 8.6 billion euro. With 30,000employees, the Metsäliitto Group parent company Metsäliitto Cooperative andsubsidiaries Metsä-Botnia, M-real and Metsä Tissue have own presence in 30countries.
Planninng project phasesPortal strategy and roadmap planningConcept design based on Future OfficeProof-of-concepts with two products
Implementation project phasesFunctional and technical definitionImplementationTrainingRoll-out support
Metsaliitto Group Portal Services
Services for Personnel Services for Customersand Sales / Customer Service people
News Channel
EmployeeSelf-Services
OperativeDesktop Organization &
Shared Services
CollaborationSearch EngineNavigation
- Legal services- Communications- Risk Management- Etc.
Collaboration
ServicePortfolio
Customership
Reporting &Analysis
CustomerSupport
Role Based Profiling
Content & Documentmanagement Workflows & Processes
Common Portal Platforms
Operative systemsOnlineCommunications Tools
- SSO- Authorization & Access Rights
- Offering- RFQs- ATPs
Search EngineNavigation
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TietoEnator © 2003
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Drivers
Making the right content and services easily available utilizing themost efficient channels
Subjecting the content and services to end user feedback and critique
Measuring and steering the production of the services based on thefeedback
Making the necessary services and content available regardless ofplace and time
What you measure is what you get!