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NASSCOM: India leadership Forum 2009,Day2, Session 10B: All Geek, no Latin: Where will CTOs spend their $$$ over the next 3 years.Sara Garrison, Senior Vice President IT, Sabre Holding
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Connecting people with the world’s greatest travel possibilities.
Confidential | For Internal Distribution Only | v4
Sara GarrisonSVP, Sabre Holdings
February 2009
Can Resilience and Fundamentals Sustain Growth of IT?
2 Confidential | Sabre Products and Solutions Development | v4
“Building”(Playing to WIN)
Typical Success Strategies1.Customer Focused/Value-Added “Star” Strategies2.Products/Services3.Service Quality4.Delivery/Speed/Response5.And Lots More
“Building”(Playing to WIN)
Typical Success Strategies1.Customer Focused/Value-Added “Star” Strategies2.Products/Services3.Service Quality4.Delivery/Speed/Response5.And Lots More
“Cutting”(Playing Not to LOSE)
Typical Financial Strategies1.Cost Cutting2.Reorganize3.Business Process Reengineering (Waste)4.Layoffs/Selloffs (These are “necessary but not sufficient.”)
“Cutting”(Playing Not to LOSE)
Typical Financial Strategies1.Cost Cutting2.Reorganize3.Business Process Reengineering (Waste)4.Layoffs/Selloffs (These are “necessary but not sufficient.”)
News Around the WorldDoom and Gloom in the Economy: A Climate for Change
Need forchange
VISION
Business Renewal
#1 Today– Cost Cutting– Efficiencies
(Turn arounds)“Bailing Out”
(Competitive Advantage)
“Rowing Forward”
Hang-in(Preserve)
#2 The Future– A Strategic Plan–
Effectiveness
Two Renewal Strategies:
1.Cost Cutting
2.Building a Future Vision
Two Renewal Strategies:
1.Cost Cutting
2.Building a Future Vision
3 Confidential | Sabre Products and Solutions Development | v4
Building to “WIN”
Creating Anew
Building to “WIN”
Creating Anew
Playing Not to LOSE:
Back to the Basics
Playing Not to LOSE:
Back to the Basics
The IT Imperative: A Climate for Change
Need forchangeNeed forchange
BuildingAnew
BuildingAnew
Hang-in(Preserve)
4 Confidential | Sabre Products and Solutions Development | v4
Fundamentals of IT:
Every IT Shop Has The Same Goal:
How do we “deal” with these fundamentals?
5 Confidential | Sabre Products and Solutions Development | v4
Back to the Basics“Concentrating on What Matters” to Achieve Bigger, Better, Faster, Cheaper
6 Confidential | Sabre Products and Solutions Development | v4
Technology Trends: Back to the Basics
• Everything Old is New Again …
• Parts are parts
• Tools are tools
• Goals are goals
– And the goals still are Bigger, Better, Faster, Cheaper
7 Confidential | Sabre Products and Solutions Development | v4
IT: Back to the Future
• It’s déjà vu all over again!
• Technologists seldom experience “véjà du,” the eerie feeling that you’ve done this before
• SOA is not new. Many successful enterprise applications were built this way.
• BPM, ESB, SOAP, UDDI, WS-*, XML and other acronyms help, but technology alone has never been the solution to enterprise problems
• The acronym that is often the solution is EBITDA
• Services exist within a larger enterprise context, and they must conform to and support that context… relevant
8 Confidential | Sabre Products and Solutions Development | v4
Where Are We Right Now? Building To Win
9 Confidential | Sabre Products and Solutions Development | v4
Technology Trends: We’re in the FutureIndustry Wide…
Compulsive communication
Personalization
Localization
Globalization
Payments
Environmental awareness
“I see your lips moving, but all I hear is ‘Blah, blah, blah.’”
Semantic Technology “Talk to me.”
“Yes, it’s all about me.”Augmented Reality User Interface
“No matter where you go, there you are.” Social Software
“No matter where you go, everybody’s there.” Context Aware Computing,
Ubiquitous Computing, Cloud Computing, Virtualized
“I won’t pay for anything, but I’ll pay for nothing.”
“Putting the ‘green’ in ‘greenbacks.’”
10 Confidential | Sabre Products and Solutions Development | v4
Value Map: Total “Package” Perspective – To Create Customer Value (Both Products and Services Combined)
1. CoreCommodity(Cost Only)
2. Brand(Tangible)
3. Total Product/Service (Intangible)
4. Total ServiceManagement (Unanticipated)
5. “The Experience”
Upscale
Themes Gambling
Feelings Thrills
Beauty All Senses
Speed/Response
Customer Is Always Right
Org.-Wide Customer Support
Moment of Truth Empower- ment
CommunicationsCustomerOwnership
Efficient CustomerProcess
TotalCost
Attitude/Feelings
Follow-Up Service
Recovery Strategy
Ease of DoingBusiness
Percep-tion
Customer Service
Install
DeliveryEnvir.
Responsibility
Warranty
Packaging
Augment
Credit
Reputation
Choice
Features
Style/Package Envir. Sensitive
ConvenienceSafety
Reliability
Quality-Product-Service
11 Confidential | Sabre Products and Solutions Development | v4
Creating Customer Value: Disruptive Technology By Analogy…
12 Confidential | Sabre Products and Solutions Development | v4
Creating Customer Value: Disruptive Technology By Analogy…(cont.)
13 Confidential | Sabre Products and Solutions Development | v4
Can Resilience and Fundamentals Sustain Growth of IT?
• Yes….. “bigger, better, faster, cheaper…” (playing not to lose)
• RELEVANT to be sticky with customers (building to win)
Connecting people with the world’s greatest travel possibilities.
Confidential | For Internal Distribution Only | v4