Zoom on Information Systems and on Information Technologies... Key Challenges in ICT for the General Manager…
Class of 2009
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English track
©J.-F.David 2008
Jean-François DAVID Strategist IBM France 1967-1995 1992-95 R&D Director, IBM Consulting Group France Since 1995: - Consultant - Strategic, Organisationnal & Technological Intelligence - Lecturer à for HEC/MBA, ESCP, Collège de l ’X, Dauphine MIB, MBA Varsovie, Université Nantes... - Expert APM,CJD, AFNET, ...
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…decoding grids, useful to executive, to understand and behave, within permanent creative mess generated by galloping technologies… and …the clear need to generate your own personal ideas and methods on these matters, capitalizing on acquired past and present knowledge. 3 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization Governance
hoshin-kanri, abm, …Fast zoom on IT and IS
Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 5 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 9 / 167
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Balanced Score Card
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THE US CEOs LOOK TO THE FUTURE Foundation for the Malcolm Baldrige National Quality Award 1998 Six trends affecting major U.S. companies are judged to be "major" by more than 70% of the CEOs surveyed:
- globalization (94%) - improving knowledge management (88%) - cost and cycle time reduction (79%) - improving supply chains globally (78%) - manufacturing at multiple locations in many countries (76%) - managing the use of more part-time, temporary and contract workers (71%) Eight other trends were judged to be major by between 50% and 70% of the CEOs:
- developing new employee relationships based on performance (69%) - improving human resources management (68%) - improving the execution of strategic plans (68%) - developing more appropriate strategic plans (64%) - ongoing measurement and analysis of organizational processes (60%) - developing a consistent global corporate culture (56%) - outsourcing of manufacturing (55%) - creating a learning organization (52%) 13 / 167
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and now…..
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Strategic Alignment 1/n year
Technological Intelligence
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 17 / 167
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80's
00's
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 32 / 167
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STORE
COMPUTE
COMMUNICATE 34 / 167
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Source: IBM France
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e-"too much" e-economy e-procurement
e-business
e-sourcing e-customer care e-commerce e-payment e-learning e-turbulence e-transformation e-manager e-volution e-success e-commitment e-infrastructure e-xcellence e-cceleration
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Web 2.0, …
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cartoon by Peter Steiner The New Yorker (Vol.69 (LXIX) no. 20) only for academic
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Moore's law: *2 every 18 months
Metcalfe's law: network value = ^nb of users Gilder's law: bandwidth *3 every year communication volume=*2 every 100days 43 / 167
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A circuit on a molecule?
Researchers have just discovered how to build the first complete electronic integrated circuit around a single carbon nanotube molecule 46 / 167
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The holographic technology under development would be able to store socalled yottabytes of data, and deal with all of the Internet and multimedia data starting to appear. Exabytes, the successor to petabytes, are 10Mb of data to the square of 15, while yottabytes are 10Mb to the square of 24. Other definitions say an exabyte as, in decimal terms, a billion gigabytes.
"If we make the assumption that everyone needs 40 petabytes of data in a lifetime of 100 years, then the world could use 200 yottabytes of data, including video, which takes up the most storage space," said Bill Cody, senior manager of exploratory data management research at IBM's Almaden Research Center in California.
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Wearable computers: Aesthetics How comfortable would you be chatting socially with this guy?
Figure from Proem, a wearable system for exchanging flexible user profiles 51 / 167
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The 2 faces of bots... Intelligence function Ok, let's go What do you want to do?
Turned towards understanding and adaptation - "a priori" objectives - "a posteriori" suggested - "over the shoulder"
Agent function Turned towards execution of the mission
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Strategic Alignment 1/n year
Technological Intelligence
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1/n year I.S.
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 60 / 167
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Strategic Alignment 1/n year
Technological Intelligence
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1/n year I.S.
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Where ?
What ?
How ?
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Playground: where? Attractivity
desinvest
invest
Strenghts 63 / 167
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Downes and Mui's New Forces Model
HYPERCOMPETION 65 / 167
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Bonzai Strategy
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Partnerships 68 / 167
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Method 1 a) Paradigm change, profession slippage Why do client want this kind of service/product ? t New professions, competitors t New vision b) List of product/services service How can we add t more customization services t more ICT ICT
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Method 2 How to decide go/no go ? benefits
DO PROTO INTELLIGENCE
ABSORB
NO
risks 71 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 72 / 167
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Strategic Alignment 1/n years 1/n year
Technological Intelligence Technological Intelligence
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1/n year
1/n years
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1/n2008 years ©J.-F.David
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New value chain...
CRM
SCM
Customer Relationship Management
Supply Chain Management
ERP Enterprise Ressource Planning
BI Business Intelligence
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KM Knowledge Management
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Main processes SCM
Order Buy Supply Produce Transport Deliver Invoice Reclaim
CRM
Listen to client voice Design product/service Develop offer Marketing Contract Follow client
ERP
Control Measure Finance
BI
Listen Know Anticipate Decide
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Constitute the offer Fix the price Manage the accounts Follow-up profit/products Promotion campaigns Manage catalogs 78 / 167
manage people manage knowledge
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Investigate, amazement reports, ... Moments of Truth Client intelligence Claims analysis
Invent product/service Analyse/test the needs Design the system Define processes Prototype Design subsystems Industrialize Negotiate sub-contracting Integrate Test Deploy/Control Q Document Annonce
KM
Process zoom CRM Listen to client voice Design product/service Develop offer Marketing Contract Follow client
Manage opportunities Manage territories Forecast sales Answer RFP/RFQ, bids Negotiate Quotations Issue / Manage contracts Sell Take the orders
Manage service demands Claims management Provide support Manage real time services/mails Manage call centers Campaign management Customer segmentation Customer value management Analyze the markets Analyze customers Analyze competition Route to markets Visits/Contact management
Fax, Email Phone/Call centers Face to face Internet Dealers Agents
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SCM
Process zoom Manage customer orders Study suppliers performance Use the market places Answer bids(RFI/RFP/RFQ) Negotiate with suppliers Manage contracts Order Info exchange, auctions, dynamic trading
Manage finished products stocks Plan supply Supply Buy orders Logistics suppliers Reception Quality control Match (invoices/product) Supplier payment
Order Buy Supply Produce Transport Deliver Invoice Reclaim
Manage intermediary stocks Planning Control Order
Manage transportation Manage distribution Manage warehouses Picking and conditioning Delivery planning Delivery fllow-up Management of returns
Invoice clients Cash/Reclaim
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Provisional order management Sales planning Production planning Budgets, cost analysis Capacity planning MRP Maintenance CTL/Quality mgt Plan floor planning Product assembly
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Process zoom ERP BI
Listen Know Anticipate Decide
Environnemental intelligence Commercial intelligence Technological intelligence Strategic planning Operational planning
Business rules Client rules Supplier rules Auditability 80 / 167
KM
Control Measure Finance
Manage people Manage knowledge
Finance management General accounting Asset management Treasury management Accounting and finance plan Projects management Investments management Infrastructures Information system Communication system
Staff management Pay management Recruitment Education Incentive Management Unions relations
Management reporting Finance reporting, ABM Q reporting ©J.-F.David 2008
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Processes are now extented processes !!! Main manufacturer
Suppliers
Domain Sell
Procure
R&D
Production
Domain e-sourcing e-auction
Buy
e-procurement
Deliver
e-design
R&D
e-supply chain
Production
e-billing Accounting Suppliers
All
Accounting Customers
e-payment
e-collaboration / e-share
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All
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Hoshin Kanri
Hoshin = a course, a policy, a plan, an aim Kanri = administration, management, control, charge of, care for
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Value Chain
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Leverage effect of processes on strategic objectives
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Hoshin Kanri
Method 4 Balanced Scorecard
Vision
leverage
leverage
Strat 1 Strat 2 Strat3
Projects leverage
leverage
Processes
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Method 5 MicMac (motricity / dependency)
Motors
Levers
Indep.
Depend.
http://www.3ie.fr/lipsor/lipsor_uk/plan_uk.htm
A
B
C
.
.
X
Y
B C . .
Influence factor
X
Horizontal sum = motricity
A
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Process vs Structures (ABM/ABC Prototype)
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Method 6 ABC prototype
processes
% of time spent
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 92 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 93 / 167
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Cumulative cost Needs, Solutions, Constraints, definition
Step by step progress
Alternatives research, Risk decrease
Step products review Iterative development 95 / 167
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Enterprise Prototyping...
and CHANGE MANAGEMENT...
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Adapt my organization, processes, cultures ?
my organization…
ERP Tailor the ERP, adapt, program 97 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 99 / 167
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IT / IS governance
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IT Governance: What is it?
and its dimensions: Strategic Alignment Operational Efficiency Risk Management Security Business Continuity Change Management System Integrity Cost Management Regulatory Compliance Value Delivery 102 / 167
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COBIT
ITIL CMMI SOA
BPM
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Projects priorization
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Portofolio Mgt
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 117 / 167
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7 ’S
Cold triangle
Strategy
Systems
Structure
Super-goal
Staff
Skills
Style
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Warm triangle
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KM, basic concepts... Data
Information Project
Communicational Opulence Just in case
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Knowledge Learning by doing
KM
IS
Just in time
Just for you
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formalisation
Shared K
We know...
Model
coll ind socialization ind
I know... Operational K
Conceptual K
association
coll
Set of Rules
interiorization
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simple
complex
Systemic K EXPLICIT
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The types of knowledge that exist in and around every organization... The types of knowledge that exist in and around every organization...
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KM and ICT (Processes and Tools mapping)
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„If we spend more that 1/3 of KM budget on IT it is no longer a KM project but IT project” Laurance Prusak, Thomas Davenport
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 128 / 167
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outside
Inside / Outside
Mass Innovation Customization
Mass Production
Transformation
inside 130 / 167
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outside
Processes...
process
procedure
processus
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outside
Web sites...
Portal
Virtual Community
Institutionnal E-commerce site inside 132 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) Fast zoom on IT and IS Governance ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, ...
ICT and Projects Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks 133 / 167
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, …
Fast zoom on IT and IS Governance Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks Final wrap-up 140 / 167
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advises...
coordinate...
represents...
arbitrate...
opens up...
implements...
publicize...
Some informal networks actors... 144 / 167
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Strategic Alignment 1/n year
Technological Intelligence
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Some managerial frameworks & decisional methods and tools… IT? Some stakes, alignment? Systems et Information Systems (IS) Which technologies? (IT) Fast zoom on IT and IS Governance ICT and Strategies
paradigm change / AV services+emerging technos
ICT and Organization
hoshin-kanri, abm, ...
ICT and Projects Knowledge Management Mass Customization ICT and Cultures
culture benchmark
Informal Networks 150 / 167
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…decoding grids, useful to executive, to understand and behave, within permanent creative mess generated by galloping technologies… and …the clear need to generate your own personal ideas and methods on these matters, capitalizing on acquired past and present knowledge. 151 / 167
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