1. Service Innovation & CRM - 1 © Minder Chen, 2009 Innov8 IBM Component business modelsIBM Component business models –http://www-935.ibm.com/services/us/imc/pdf/g510-6163- component-business-models.pdfhttp://www-935.ibm.com/services/us/imc/pdf/g510-6163- component-business-models.pdf What is BPM? –Http://news.zdnet.com/2422-13569_22-154685.html (Video 4:30 Mins)Http://news.zdnet.com/2422-13569_22-154685.html Enterprise Architecture –http://www.youtube.com/watch?v=h62sE4FWFy4http://www.youtube.com/watch?v=h62sE4FWFy4

2. Service Innovation & CRM - 2 © Minder Chen, 2009 Innov8 and Business Component Model

3. Service Innovation & CRM - 3 © Minder Chen, 2009 https://www-935.ibm.com/services/us/imc/pdf/ge510-6185-component-business-models.pdf

4. Service Innovation & CRM - 4 © Minder Chen, 2009 Dimension of a Business Component http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf

5. Service Innovation & CRM - 5 © Minder Chen, 2009 Mapping the enterprise as a network of business modules: The retail industry. http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf

6. Service Innovation & CRM - 6 © Minder Chen, 2009 Heat maps identify “hot” areas to exploit business value

7. Service Innovation & CRM - 7 © Minder Chen, 2009 http://www.cse.ohio-state.edu/~browjama/cse757/compiled/Heat_Map.pdf

8. Service Innovation & CRM - 8 © Minder Chen, 2009 http://www-03.ibm.com/industries/global/files/educ_component_business_model.pdf

9. Service Innovation & CRM - 9 © Minder Chen, 2009 The three phases of CBM analysis http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf

10. Service Innovation & CRM - 10 © Minder Chen, 2009 Most firms have a blended process optimized & partnered model need to decide where to go http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf

11. Service Innovation & CRM - 11 © Minder Chen, 2009 Playing Innov8 Online http://www-01.ibm.com/software/solutions/soa/innov8/full.html http://www-01.ibm.com/software/solutions/soa/innov8/innov8game.jsp Please register to play INNOV8 Online, comprised of three mini games: Smart Traffic, Smart Supply Chain, and Smart Customer Service. –Smart Traffic - Help a municipality lower congestion and pollution levels by using BPM –Smart Supply Chain - Keep profits and customer satisfaction high while optimizing your supply chain. –Smart Customer Service - Leverage BPM during partner brownouts, new product rollouts and changing business models

12. Service Innovation & CRM - 12 © Minder Chen, 2009 Playing Innov8 locally Don’t use fullscreen mode

13. Service Innovation & CRM - 13 © Minder Chen, 2009 Menu > Game Controls Under INNOV8/SWFS/menu.swf

14. Service Innovation & CRM - 14 © Minder Chen, 2009 Menu > Options Click on the radio button (the small circle) Enable 3 rd Person (Logan will be in the 3D world) Enable 1 st Person (Logan won’t be seeing herself in the 3D world) menu.swf

15. Service Innovation & CRM - 15 © Minder Chen, 2009 Dialogs 1 st Person View 3 rd Person View

16. Service Innovation & CRM - 16 © Minder Chen, 2009

17. Service Innovation & CRM - 17 © Minder Chen, 2009 There are three levels to Innov8 v.2 Process discovery and process modeling Collaboration driven simulation and iterative process improvement Real-time business management.

18. Service Innovation & CRM - 18 © Minder Chen, 2009 Sharon

19. Service Innovation & CRM - 19 © Minder Chen, 2009 Stella After Inc. Senior Receptionist

20. Service Innovation & CRM - 20 © Minder Chen, 2009 BPM Video Go to the screen at Top Platform which is above the Upper Level to see the BPM Video

21. Service Innovation & CRM - 21 © Minder Chen, 2009 Game Objectives (Goals) Under INNOV8/SWFS/laptop.swf

22. Service Innovation & CRM - 22 © Minder Chen, 2009 Sam Archer

23. Service Innovation & CRM - 23 © Minder Chen, 2009 Process Discovery Logan obtains an existing process map from the computer on Stavros’ desk (in Operation). Stella helps Logan understand how the As-Is process has changed. (at Front Desk) Logan discovers data to populate the process model: - KPI’s from Operations - Headcount levels from HR - Labor costs from Finance - Call statistics from Operations As data is collected, Logan incorporates it into the As-Is model. Player can view Collected Items by clicking Net > 1 Resources > 4) Player can view the AS-Model by clicking Net > 3 Model)

24. Service Innovation & CRM - 24 © Minder Chen, 2009 Stavros in Operation (as-is model from his computer) Simulation

25. Service Innovation & CRM - 25 © Minder Chen, 2009 Receptionist  Stella Then, the call flow MERGES back into a single path under the control of the Voice Response Unit.

26. Service Innovation & CRM - 26 © Minder Chen, 2009 UML Swinlane for Business Process Modeling Merge Decision Task End

27. Service Innovation & CRM - 27 © Minder Chen, 2009 Call Statistics

28. Service Innovation & CRM - 28 © Minder Chen, 2009 Process Performance Data / KPIs As displayed in Sharon’s Room

29. Service Innovation & CRM - 29 © Minder Chen, 2009 Resource Data

30. Service Innovation & CRM - 30 © Minder Chen, 2009 Resource Levels

31. Service Innovation & CRM - 31 © Minder Chen, 2009

32. Service Innovation & CRM - 32 © Minder Chen, 2009 From Sam in IT

33. Service Innovation & CRM - 33 © Minder Chen, 2009 IT Department (Sam Desk and Wall)

34. Service Innovation & CRM - 34 © Minder Chen, 2009 Call statistics from Operations Posted at Operation’s Bulletin Board

35. Service Innovation & CRM - 35 © Minder Chen, 2009 Resource Data Labor costs data from Horst in Finance Resource Data for the Call Center Process

36. Service Innovation & CRM - 36 © Minder Chen, 2009 Resource Data from HR Department

37. Service Innovation & CRM - 37 © Minder Chen, 2009 Global Collaboration Room

38. Service Innovation & CRM - 38 © Minder Chen, 2009 New Challenges preGC1.wmv and preGC2.wmv

39. Service Innovation & CRM - 39 © Minder Chen, 2009

40. Service Innovation & CRM - 40 © Minder Chen, 2009

41. Service Innovation & CRM - 41 © Minder Chen, 2009 Scenario video  preNC1.wmv

42. Service Innovation & CRM - 42 © Minder Chen, 2009

43. Service Innovation & CRM - 43 © Minder Chen, 2009

44. Service Innovation & CRM - 44 © Minder Chen, 2009

45. Service Innovation & CRM - 45 © Minder Chen, 2009

46. Service Innovation & CRM - 46 © Minder Chen, 2009

47. Service Innovation & CRM - 47 © Minder Chen, 2009

48. Service Innovation & CRM - 48 © Minder Chen, 2009

49. Service Innovation & CRM - 49 © Minder Chen, 2009

50. Service Innovation & CRM - 50 © Minder Chen, 2009

51. Service Innovation & CRM - 51 © Minder Chen, 2009

52. Service Innovation & CRM - 52 © Minder Chen, 2009

53. Service Innovation & CRM - 53 © Minder Chen, 2009

54. Service Innovation & CRM - 54 © Minder Chen, 2009

55. Service Innovation & CRM - 55 © Minder Chen, 2009

56. Service Innovation & CRM - 56 © Minder Chen, 2009

57. Service Innovation & CRM - 57 © Minder Chen, 2009

58. Service Innovation & CRM - 58 © Minder Chen, 2009 https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?lang=en_US&source=swg-innov8 http://www-01.ibm.com/software/solutions/soa/innov8/smartwork.html

59. Service Innovation & CRM - 59 © Minder Chen, 2009 Posted at Operation’s bulletin board

60. Service Innovation & CRM - 60 © Minder Chen, 2009 Map: Where Am I?

61. Service Innovation & CRM - 61 © Minder Chen, 2009 Upper Level Map Close Window

62. Service Innovation & CRM - 62 © Minder Chen, 2009 Modeler Net > 02 Modeler

63. Service Innovation & CRM - 63 © Minder Chen, 2009 Net > 01 Resources > 2

64. Service Innovation & CRM - 64 © Minder Chen, 2009 As-Is Process Model Net > 01 Resources > 3

65. Service Innovation & CRM - 65 © Minder Chen, 2009 Collected Items Net > 01 Resources > 4

66. Service Innovation & CRM - 66 © Minder Chen, 2009 Real World Tool http://www-01.ibm.com/software/integration/wbimonitor/ Net > 03 Real World Tools

67. Service Innovation & CRM - 67 © Minder Chen, 2009 Process Model Construction Under INNOV8/SWFS/sample.swf

68. Service Innovation & CRM - 68 © Minder Chen, 2009 BPM methodology and tools to –Model –Create –Deploy –Monitor –Manage business processes over time.

69. Service Innovation & CRM - 69 © Minder Chen, 2009 BPM Life Cycle 1.Architect/Build a Process 2.Implement a Process 3.Observe a Process Performance 4.Improve and Update a Process 5.Go back to step 1 A company can leverage BPM to become more agile and responsive to changes required to remain competitive today and tomorrow.

70. Service Innovation & CRM - 70 © Minder Chen, 2009 BPRM Lifecylce & improve and update process.