NP&SD New Product & Service Development SG Fall 2007 How to pick the right engine … Can it be done as a process … Going where you want to go …

NP&SD Screen in the wild …

NP&SD Stage Gate process What is the Stage-Gate ® Process? Click to play video: The Story Behind Stage-GateClick to play video: The Story Behind Stage-Gate The Stage-Gate ® Product Innovation process is a carefully designed business process – the result of the world’s most comprehensive research into understanding what discriminates product success and failure. Pioneered and developed by Dr. Robert G. Cooper, it is the world’s most widely implemented and trusted product innovation process. A Stage-Gate process is a conceptual and operational roadmap for moving a new-product project from idea to launch. Stage-Gate divides the effort into distinct stages separated by management decision gates. Cross-functional teams must successfully complete a prescribed set of related cross-functional tasks in each stage prior to obtaining management approval to proceed to the next stage of product development.

NP&SD Reuse ideas Testing & Feedback Funnel Research “Gold Mine” Prototype Scoping Business Case Development Bank of ideas / Discovery Launch Stage gate process – Visualization

NP&SD NICE Systems Global solution provider for Call Centers  Performance management  Workforce management  Interactions  Quality and coaching  Etc …

NP&SD GATE I  Align with the Company vision, goal, strategy  Is there a market?  Innovative?  Competitive edge? Evaluated by  Product Marketing  Product Management Go / Kill / Hold Discovery  Create a BANK of ideas …  Incentive those who does … Discovery & Gate I

NP&SD Gate I  On site engineer  Infrastructure for remote monitoring Service level with BNY Ideas  On site engineer  Training  Reduce level of service  Upgrade the platform  Infrastructure for remote monitoring  Disable alarms  Etc … Discovery & Gate I

NP&SD Stage I & Gate II GATE II  Revenue – $100K+ Year 1  Growth potential – 15% a year  Product marketing – Market Demand Evaluated by  Product Marketing  Product Management  Services  Operations Go / Kill / Hold Scoping Redefine the product Alignment with the company vision Market demand Innovative Financial – Potential size of business Refine / Redefine the idea / need Get educated (Basic research …) Talk with trustee advisors Test the concept

NP&SD Stage I & Gate II GATE II  $15K Onsite engineer  $100K+ Proactive monitoring  FTF Interest with other customers Evaluated by Product Marketing Product Management Services Operations Scoping On-site engineer Proactive monitoring Sticky environment  Redefine the product  Alignment with the company vision  Market demand  Innovative  Financial – Potential size of business  Refine / Redefine the idea / need  Get educated (Basic research …)  Talk with trustee advisors  Test the concept

NP&SD Stage II & Gate III GATE III  Technology  Services  Operations  Legal  Finance  HR Evaluated by Representative from each department Executive commitment Go / Kill / Hold Business Case Analysis, Analysis, Analysis … Market Technical Operation Legal Services Feedback from the market Define your winning product Working prototype (Keep cost minimal) Involve all relevant business units

NP&SD Stage II & Gate III GATE III  TechnologyPASS  ServicesPASS  OperationsPASS  LegalNeeds work  FinancePASS  HRNeed to create 24X7 opps Evaluated by Representative from each department (Legal & HR) Executive commitment (Green light) Business Case ROI Risk Mitigation Subject matter expertise Analysis, Analysis, Analysis …  Market (Financial / Healthcare)  Technical (OK)  Operation (OK)  Legal (UNKNOWN)  Services (OK)  Feedback from the market (OK)

NP&SD Stage III & Gate IV GATE IV (Product related)  Technology  Quality Evaluated by Technology – VPN Infrastructure … Quality – Automatic alarms, categorization, alerts procedures Go / Kill / Hold Development Test the product in a small scale (Pilot, One site, Minimal investment) Refine business case Test the testing Define success criteria Introduce the product to Sales  Market Feedback from customer

NP&SD Stage III & Gate IV Development Pilot for one location 8am-5pm monitoring Monitor critical alarms 2-3 months Define success criteria  Test the product in a small scale  Refine business case  Test the testing  Introduce the product to Sales  Market  Feedback from customer GATE IV (Product related)  Technology  Quality Evaluated by Technology – Remote access, Security, Tokens … Quality Automatic alarms, categorization, customer alerts procedures, Dispatch …

NP&SD Testing and validation Test your testing Set measurable objectives (Response time, Accuracy, etc…) Internal tests continues Acceptance Test results Test customer’s feedback Test company readiness for mass production Stage IV & Gate V GATE V  Technology  Services  Operations  Legal  Finance  HR Evaluated by Representative from each department Executive commitment Go / Kill / Hold

NP&SD Testing and validation Measure all measurable objectives Measure respond time Measure customer satisfaction Stage IV & Gate V GATE V  Technology  Services  Operations  Legal  Finance  HR Evaluated by Representative from each department Executive commitment

NP&SD Stage V - Launch

NP&SD Post launch review How did we do? Measure objectives Refine the product

NP&SD Thank you SG