Intelligent enterprise optimizing the knowledge driven organisation pdf

Copyright © 2010, Knowledge Values. All Rights Reserved. The Intelligent Enterprise: Are you ready?

Knowledge ValuesProf. Dr. Larry Lucardie

Ing. Thérèse Struik

The Intelligent Enterprise:Are you ready?

A lean, agile and learning enterprise knowledge infrastructure as driver for sustainable competitive advantage

“Knowledge as a Service” to outperform competition and service customers beyond expectation


Demand OfferComplex Match

Knowledge

The Knowledge Economy is now!

Globalisation Market DynamicsPersonalisation

2

2


Food for thought ...

3

“Employees spend at least 20% of their time searching for the right knowledge they require to perform their jobs.

This equals:1 full workday per week

2,5 months per year20% of the salary costs”

(Gartner Research 2009)

“Getting the right knowledge to the right place at the right time is a powerful way to drive better decision-making, better resource utilization,

and extreme efficiencies.”

(Hewlett-Packard Annual Report 2009)

“Throughout history, every few centuries, we harness a new source of power. First it was fire, later electricity and oil. Today, it is knowledge.

Digital content doubles every 18 months ...In 2012, five times as much digital content will be created as in 2008 ...”

(IDC Research 2009)


Market challenges: smarter performance at lower costs

Sustainability(Customer Loyalty & Automated Processes)

User Centric Experience(Mobility & Customer Segmentation)

Security and Governance

Dynamic Net Centric SourcingBudget Pressure Collaboration and Co-Creation

4


So ask yourself ...

1. How can enterprises effectively share knowledge to create loyal customers when they do not even manage to effectively disclose their knowledge to their own

employees?

2. How can enterprises guarantee an optimal match between customer and product or service without effective knowledge enablers?

3. How can enterprises collaborate and co-create optimally when the right knowledge is not at hand?

4. How can enterprises embed their co-creation learnings without a proper and lean knowledge infrastructure?

5. How can enterprises optimize mobility for workers without a proper and lean knowledge infrastructure?

6. How can enterprises reduce ICT costs and beat the increasing information overload and complexity without a lean, agile and transparent knowledge

technology infrastructure?

5


Start transforming enterprise knowledge ...

6

... from a cost into a profit driver: “Knowledge as a Service”

With Advanced Knowledge Services™: a highly effective knowledge methodology combined with groundbreaking knowledge technology

rapidly creating a lean, agile and transparent knowledge infrastructure.

Advanced Knowledge Services™ makes enterprise knowledge (processes, product profile, customer profile,

business rules, regulation rules, etc.):

1. Goal oriented (user centric)2. Transparent (compliant)

3. Directly useable in context (cross channel)4. Easily and rapidly adjustable (create once, apply everywhere!)

5. Easy to share, co-create with and improve (learning loop)

Decreasing:1. Complexity

2. Information overload3. Operational and ICT costs4. Inefficient Process Flows

Increasing:1. Agility

2. Learning Ability3. Revenues and Profitability

4. User and Customer Satisfaction

Copyright © 2010, Knowledge Values. All Rights Reserved. The Intelligent Enterprise: Are you ready? 7

Using an effective Knowledge Methodology ...

... to embed value chain optimization as enabler for the Intelligent Enterprise

Information based process flow:

✓ Focus on procedural driven information flowsinstead of goal driven knowledge flows

✓ Processes in the enterprise are not based onexisting knowledge resulting in inefficiency

Knowledge based process flow:

✓ Focus on goal driven knowledge flows insteadof procedural driven information flows

✓ Applies knowledge earlier in the process chain resulting in operational excellence

Knowledge Methodology Smart Content Design™:

✓ Making processes consistent, complete andcorrect (MECE principle)

✓ Making processes goal oriented (user centric)removing irrelevant and redundant process steps


What matters?1. Agility matters

2. Simplicity matters3. User experience matters

4. Enhancing co-creation matters5. Efficiency and Profitability matters

This requires Match™ Knowledge Technology: Business Technology that drives growth, cuts costs, delivers first class

customer care and achieves business goals.An effective Technology Enabler for Knowledge Transfer and Optimisation.

Using lean, agile and transparent Knowledge Technology ...

Delivering smart performance:1. Business and user centric

2. Adaptive, Transparent, Modular and Rapidly Scalable3. Reduction of hard code programming to a minimum

... as technology enabler for the Intelligent Enterprise


The Intelligent Enterprise: Lean, Agile and Learning

9

9

customer profiles

24/7 self service

AUTOMATION

just in time

ADAPTATION

rules and regulation

consumer demands

INTERACTION

co-creation

collaboration

Driving GrowthAchieving Business GoalsFirst Class Customer Care

Cutting Costs

rapid knowledge

transfer

contextual layer

embedded learning loop

straight through processing

ADVANCED KNOWLEDGE SERVICES™

KNOWLEDGE INFRASTRUCTURE

knowledge sharing

dialogue

SEGMENTATION

transparency

simplicity

flexibility

multi channelmessaging

prosumershipservice level

portfolio

reduction of manual labour

user centric

reduction of ICT costs

alignment

rapid time to market

new business models

pricing pressure

sustainability

security and governance

mobility

intuitive

ease of use

made to measure

user experience

INCREASINGCOMPLEXITY

INFORMATION OVERLOAD

virtualizationweb 3.0

businesslogics

Process Knowledge

Base


DataBase Systems

Lean Knowledge Infrastructure: Agile Business Logics

Agile UI LayerAgile Automation

Data / Information Systems Layer

Lean, agile and transparent Match™ Knowledge Technology ...

... performing as the intelligent enterprise knowledge cortex

Lean Customer, User and Application Interaction

External Data Sources Information Systems

Security Systems Development Systems OEM Systems

Match™ Knowledge Base SystemProcess Knowledge

Base Process Knowledge

Base

UI Knowledge

Base

UI Knowledge

Base UI Knowledge

Base

OEM Systems

Intelligent Front EndsIntelligent Cores Intelligent Straight Through Processing

Data/Information Optimization✓ Extract hidden business logics✓ Check correctness, complete-

ness and consistency of dataand information

Automation & Adaptation✓ Capture (people, system, paper)

scale and automate businesslogics (= enterprise knowledge)

✓ Digital enterprise knowledge isone on one application / UI

Segmentation & Interaction✓ Contextual knowledge transfer✓ Interactive, dialogue driven

enterprise knowledge✓ Rapid learning loop



... results in rapid, user centric and intuitive application development without hard code

Match™ knowledge base

Global Design

Detailed Design

Coding/Building

Unit Testing

Integration Testing

System Testing

Not needed

Software Requirements Specification

Lean, agile application development:

✓ L-Model instead of V-model guarantees

swift “One Time Right”

✓ Software requirement specifications are

one on one the working application!

✓ Executable, interactive requirements

enable optimal co-creation of application

✓ Optimal user centric: made to measure

✓ Time to Market at least 6 x faster

✓ Drastic ICT cost cuttings


... makes an agile enterprise knowledge infrastructure possible with a minimum of hard code

!"#$%&'(")$*&+",-&./$&0/$-'"#.$%&'(")$1.-/2('+$!"#$%&'!(#)&*+#,-!.)!/#,$!+0!$&1!"#$%&'!234#!54.$1!#6-!.)!#6!17$,1819:!/+;1,049!0,#81;+,<!;&16!4)1-!$+=1$&1,!;.$&!+$&1,!$&1!"#$%&'!/,+-4%$)>!!

"#$%&'!(1?19+/1,!"#$%&'!(#)&*+#,-!.)!-1/16-16$!+6!"#$%&'!(1?19+/1,!0+,!$&1!%,1#@+6!#6-!8#.6$16#6%1!+0!"#$%&'!A6+;91-=1!*#)1)>!B&1!8+-19.6=!+0!:+4,!16$1,/,.)1!%+6$16$!C/,+%1))1)D!,491)!1$%E!#6-!$&1!-1F6.@+6!+0!;&#$!$+!)$+,1!.6!$&1!(#)&*+#,-!(GD!.>1>!$&1!,491)!+0!$&1!%+6)49$#@+6!,1%+,-1,!.$)190D!.)!8+-191-!4).6=!"#$%&'!(1?19+/1,>!

"#$%&'!H9#:1,!!2)!816@+6!1#,9.1,D!$&1!"#$%&'!(#)&*+#,-!)+I;#,1!%+8/+616$)!#,1!!4)1-!$+!,1%+,-!#6-!#6#9:J1!$&1!171%4@+6!+0!:+4,!"#$%&'!<6+;91-=1!*#)1)>!K+;1?1,D!.6!+,-1,!$+!171%4$1!$&.)!<6+;91-=1D!;&#$!.)!,101,,1-!$+!#)!#!<6+;91-=1!%+6)49$#@+6D!#!"#$%&'!H9#:1,!.)!611-1->!L$!-+1)6M$!8#N1,!;&.%&!"#$%&'!H9#:1,!:+4!;#6$!$+!4)1D!$&1!0+,8#$!+0!$&1!.60+,8#@+6!O+;.6=!$&,+4=&!$&1!%+6)49$#@+6!.)!$&1!)#81!#6-!$&#$!8#<1)!.$!1#):!0+,!$&1!%+6)49$#@+6!,1%+,-1,!/94=.6!$+!*1!#--1-!$+!#6:!"#$%&'!H9#:1,>!

Relationship to the Match™ Aqua Suite!

P+/:,.=&$!Q!RSTSD!A6+;91-=1!U#941)>!299!V.=&$)!V1)1,?1->!

!"#$%&'()*$&%'+%(',)*-%&'.+,/01'!+*023+#('4$55'0)56'73"#'3#&+%$8+-3%',3'+%+57*)9'36-:$*)'+%(';+5$(+,)'+%7'6#3/)**'3#'/3%,)%,':3()55)('$%'.+,/01'!);)536)#<'

!"#$%&'()'%*+$',#*$-#"'(,$./'(0$1*2)"3$4*/"-5*&,$,.&'(0$2"#$,#/'0($*(,$2#/2$%"*/#$'/$/'6%+#7$!"#$4*/"-5*&,$,#/825%$*%%+')*95($)*($+5*,$*(,$%&5)#//$&#%&#/#(2*9:#$"'/25&')*+$5&$;)9:#$,*2*$<&56$;+#/$'($-*2)"$65,#$*(,$2"#&#-=$)&#*2#$/2*9/9)/$5:#&$>./*0#?$@"#&#$2"#$&#/.+2$5<$2"#$'(%.2$5.2%.2$&#+*95(/"'%$-#)56#/$)56%+#2#+=$)+#*&$-#<5&#$*(=$&#*+$./*0#$"*/$2*8#($%+*)#7$

!"#$%&'()*A=$./'(0$/*6%+#$/#2/$5<$&#*+$+'<#$,*2*$5&$%&5B#)2#,$,*2*$*/$'(%.2$<5&$2"#$8(5@+#,0#$-*/#$)5(/.+2*95($1*2)"3$4*/"-5*&,$)*($/'6.+*2#$2"#$%&5,.)95($#(:'&5(6#(2$+5(0$-#<5&#$*$%&5)#//$'/$'6%+#6#(2#,$'($2"#$5&0*('C*95(7$$

+)&%,-"-*1*2)"3$4*/"-5*&,$)*($"#+%$=5.$*(*+=/#$2"#$,#/'0($5<$=5.&$8(5@+#,0#$-*/#/$*(,$"#+%$=5.$5%96'/#$2"#$/2&.)2.&#$-=$/"5@'(0$2"#$&#+*95(/"'%$-#2@##($%5//'-+#$2"#5&#9)*+$5.2)56#/$*(,$&#*+$)*/#/7$

Match™ Dashboard during design$

D5%=&'0"2$E$FGHGI$J(5@+#,0#$K*+.#/7$L++$M'0"2/$M#/#&:#,7$

Lean and agile application specifications:

✓ Lean, transparent and agile capturing ofsystem and application specifications

✓ Automatically embedded MECE principles

✓ Specifying equals building applications bymodelling knowledge in user language

Match™ Technology Suite:

✓ Embeds the L-Model in an organisation’s application development and maintenance

✓ Creates a lean, transparent and agile enterpriseknowledge infrastructure

Easy for users to modify and maintain:

✓ Integrated control on completeness, correctness and consistency of knowledge

✓ Easily modifiable knowledge base system allows greater flexibility in implementing changes in application, GUI and interfaces

✓ Automated optimization of knowledge process flows




Lean and agile GUI specifications:

✓ Lean, transparent and agile capturing of GUI

specifications in an Intelligent GUI layer✓ Knowledge bases dynamically build the UI

screens creating intuitive, interactive and optimally customized screens




Lean and agile back end system specs:

✓ Back end connections can be created byknowledge bases requiring less hard code

✓ Back end independence guarantees easyand rapid integration with existing, newand replacement back end systems

Copyright © 2009, Knowledge Values. All Rights Reserved.

15

Extendibility of the Match™ core

Example of third party solutions used with Match™

Developer Player IM KB

Match™ Core technology

Database access

Thin client Deployment

Testing

JMeter Security Access control

Active Directory

Hibernate

Terminal Server

Citrix Server

Acegi

Development Frameworks

Versioning

Subversion SharePoint

Collaboration

15




Lean and agile collaboration and mobility:

✓ Using and co-creating the enterpriseknowledge infrastructure is made easy bytransparency, user centricity, centralization andmade to measure access and authorization control

✓ Easy to connect to SOA’s and Clouds




Lean and agile testing and monitoring:

✓ Analysis and identification of all possiblepaths in the enterprise knowledge infrastructure

✓ Storing, reviewing and analyzing informationthat has been produced by or is in productionin the enterprise knowledge infrastructure



How to differentiate in today’s Market?

Be the Intelligent Enterprise and ...

Control and optimize information/data and knowledge flow

Manage business logics in an agile, transparent and lean way

Optimally automate and STP business knowledge (logics, processes)

Achieve excellent interaction with and segmentation towards users

Service customers beyond expectation against drastically lower ICT and

operational costs


Proven KPI impact Advanced Knowledge Services™:✓ Increased “One Time Right”

✓ Decreased Operational Costs

of at least 20%

✓ Time to Market at least 6 x faster

✓ Increased Revenues

✓ Increased Customer Satisfaction

✓ Increased Agility

✓ Improved Learning Loop

How to differentiate in today’s Market?

Be the Intelligent Enterprise and ...

Control and optimize information/data and knowledge flow

Manage business logics in an agile, transparent and lean way

Optimally automate and STP business knowledge (logics, processes)

Achieve excellent interaction with and segmentation towards users

Service customers beyond expectation against drastically lower ICT and

operational costs


Smart Solutions

Smart Application Development

Intelligent Web Self Service:from “Search” to “Find”

Smart Enterprise Content Intelligent Testing

Smart Business Process Management

Intelligent Dashboard

Intelligent Product Model

17

Smart Requirement Engineering Intelligent Service Desk

Smart Multi Channel Customer Contact


Smart Client Cases

Intelligent Clinical Paths

Smart Multi Channel Customer Care

Intelligent Service DeskIntelligent Workflow Management

Intelligent Online Mortgage AdvisorSmart Requirement Engineering

Intelligent Online Education Advice

Intelligent Regulation Management(NEN 2580)

Intelligent Product ModelSmart Rabo Web

Intelligent Application Provisioning

Intelligent Service Desk

Intelligent Data Model

18

Intelligent IVRIntelligent Scripting

Smart Multi Play Help Desk

Project ExploreCo-creation InviteRELIABLE AND FLEXIBLE

Fronteer Strategy

Amsterdam, 25 november 2009

Intelligent enterprise optimizing the knowledge driven organisation pdf

Business

Transcript of Intelligent enterprise optimizing the knowledge driven organisation pdf