2. Business Transformation Outsourcing © 2005 IBM Corporation Service Science March 2005

3. Business Transformation Outsourcing © 2003 IBM Corporation 2March 2005  Improved capability to win new and high-value deals  Improved contract profitability due to better deployment of skills  Improved client satisfaction due to improved domain expertise  Reduced delivery risk and improved deliver capability  Significant improvement to retain talent and create lock-in  Market differentiator for IBM as the employer of choice Business Benefits Stakeholder Benefits CustomerEmployeeStakeholderEnvironment Satisfaction  Enhanced SAT due to continuity of key personnel  Improved quality of service delivery (Domain Expertise and Customer Insight leading to Partnership vs. vendor)  Enhanced skills to perform job better, easier  Improved clarity in career progression  Gain reputed academic credentials  Improved Ability to win high-value deals  Employer of choice – ease in attracting and retaining talent  Win-Win between Academia and Business needs Productivity  Improved productivity  Right-skilled to drive process productivity  Improved Domain Expertise to drive business metrics (Big “Y”)  Increased productivity  Retain key employees  Deploy right skill sets  Competitive advantage in the market

4. Business Transformation Outsourcing © 2003 IBM Corporation 3March 2005 Goals  Create a platform for Service Science to improve contract profitability, delivery efficiency and cost optimization  Integrate Service Science with PDF to deliver maximum benefits  Learning threads with curriculum maps  Framework/roadmap and plan for development of curriculum Completion Criteria Multi Generation Plan (MGP) MGP 1 (Sep 2005)MGP 2 (July 2005)MGP 3 Services Sciences for BTO  Create Learning Threads & Service Science Curriculum Map  Develop Model for Prioritizing Service Science Development  Create plan for L&K to develop Service Science Curriculum  Interlock with IBM Research & external agencies to evolve Service Science for BTO  Establish and institutionalize Service Science for BTO

5. Business Transformation Outsourcing © 2003 IBM Corporation 4March 2005 Business Benefits - $ Benefits Work In Progress

6. Business Transformation Outsourcing © 2003 IBM Corporation 5March 2005 Our Approach Create Learning Threads Model for Prioritizing Service Science Development Create plan for L&K to develop Service Science Curriculum Create framework for identifying Learning Threads Agree Learning Threads with stakeholders Create Service Science Curriculum Map Develop Meta Tag framework Map Service Science curriculum Map Learning Threads and Service Science curriculum Create Model for prioritizing Curriculum development Agree on model for prioritization Based on priority and need, develop detailed plan for development and deployment 1 A 23 1 B

7. Business Transformation Outsourcing © 2003 IBM Corporation 6March 2005 Create Learning Threads  Identify and confirm the threads for dimensional and functional capabilities/skills Current LevelDesired Level Create Learning Threads 1 A

8. Business Transformation Outsourcing © 2003 IBM Corporation 7March 2005  Evolve a system of meta tags to organize existing curriculum –Process transformation_basic_number –Process transformation_intermidiate_number –Process transformation_advanced_number Sample Evolve Tagging system Create Curriculum Map 1 B

9. Business Transformation Outsourcing © 2003 IBM Corporation 8March 2005 Map Learning Threads & Curriculum Learning Threads BasicIntermediateAdvanced LT1: Customer Relationship  Course 1  Course 2  Course 3  Course 1  Course 2  Course 3 LT2: Process Transformation  Course 1  Course 2  Course 3  Course 1  Course 2  Course 3 LT3: Content Management  Course 1  Course 2  Course 3  Course 1  Course 2  Course 3 LT4: Compliance & Controls  Course 1  Course 2  Course 3  Course 1  Course 2  Course 3 Identified Gaps Sample Create Curriculum Map 1 B

10. Business Transformation Outsourcing © 2003 IBM Corporation 9March 2005 None Complete Learning and Knowledge Service Science Incorporate Quick HitRefine L&KNew Out of Scope Input for prioritization Priority for Development – Step 1  Plot each course that needs to be developed in the graph below Complete None Model for Prioritizing 2

11. Business Transformation Outsourcing © 2003 IBM Corporation 10March 2005 Priority for Development – Step 2  Plot each course that needs to be developed in the graph below High Impact Low Impact Easy to ImplementHard to Implement  Curriculum & Course Ready  Minimal ‘e’ effort  Course To be developed and created  Stakeholders pain area  Early impact on the ground  Not an immediate need Start Here Quick Wins Model for Prioritizing 2

12. Business Transformation Outsourcing © 2003 IBM Corporation 11March 2005 Develop plan for development  Align with L&K and IBM research to evolve a development map –Based on prioritization, available material, impact and cost of development –Resources available  Develop deployment plan –Align with stakeholders to deploy the curriculum –Utilize the PDF platform and network for the deployment Create plan for Development 3

13. Business Transformation Outsourcing © 2003 IBM Corporation 12March 2005 Proposed plan Create plan for Development 3

14. Business Transformation Outsourcing © 2005 IBM Corporation Service Science Thank You