7/21/2019 Tutorial Final 2
1/70
Service Innovation & CRM - 1Minder Chen 2009
Innov8
IBM Component businessmodels
http://www-935.ibm.com/services/us/imc/pdf/g510-6163-component-business-models.pdf
Wht is !"#$
%ttp://news.&dnet.com/'(''-13569)''-15(6*5.html +,ideo (:30#ins
nterprise rchitecture
http://www.outube.com/wtch$vh6's(2W2(
7/21/2019 Tutorial Final 2
2/70
Service Innovation & CRM - 2Minder Chen 2009
Innov8 and Business Component Model
7/21/2019 Tutorial Final 2
3/70
Service Innovation & CRM - 3Minder Chen 2009https:!!!-93"#i$%#co%servicessi%cpd'(e"10-)1*"-co%ponent-$siness-%ode+s#pd'
7/21/2019 Tutorial Final 2
4/70
Service Innovation & CRM - Minder Chen 2009
Dimension of a Business Component
http:!!!-93"#i$%#co%servicessi%cpd'("10-)1)3-co%ponent-$siness-%ode+s#pd'
7/21/2019 Tutorial Final 2
5/70
Service Innovation & CRM - "Minder Chen 2009
Mapping the enterprise as a network of business modules: The retail industry.
http:!!!-93"#i$%#co%servicessi%cpd'("10-)1)3-co%ponent-$siness-%ode+s#pd'
7/21/2019 Tutorial Final 2
6/70
Service Innovation & CRM - )Minder Chen 2009
eat maps identify !hot" areas to e#ploit business value
7/21/2019 Tutorial Final 2
7/70Service Innovation & CRM - Minder Chen 2009
http:!!!#cse#ohio-state#ed.$ro!/a%acse"co%pi+edeatMap#pd'
7/21/2019 Tutorial Final 2
8/70Service Innovation & CRM - *Minder Chen 2009
http:!!!-03#i$%#co%indstries(+o$a+'i+esedcco%ponent$siness%ode+#pd'
7/21/2019 Tutorial Final 2
9/70Service Innovation & CRM - 9Minder Chen 2009
The three phases of CBM analysis
http:!!!-93"#i$%#co%servicessi%cpd'("10-)1)3-co%ponent-$siness-%ode+s#pd'
7/21/2019 Tutorial Final 2
10/70Service Innovation & CRM - 10Minder Chen 2009
Most firms have a blended pro$ess optimi%ed & partnered model need to de$ide where to go
http:!!!-93"#i$%#co%servicessi%cpd'("10-)1)3-co%ponent-$siness-%ode+s#pd'
7/21/2019 Tutorial Final 2
11/70Service Innovation & CRM - 11Minder Chen 2009
'laying Innov8 (nline
http://www-01.ibm.com/softwre/solutions/so/innov*/full.html
http://www-01.ibm.com/softwre/solutions/so/innov*/innov*gme.sp
"lese register to pl 4,* nline7 comprised of three minigmes: 8mrt rffic7 8mrt 8uppl hin7 nd 8mrt ustomer8ervice.
8mrt rffic - %elp municiplit lower congestion nd pollution levels busing !"#
8mrt 8uppl hin - ;eep profits nd customer stisfction high while
optimi&ing our suppl chin. 8mrt ustomer 8ervice -
7/21/2019 Tutorial Final 2
12/70Service Innovation & CRM - 12Minder Chen 2009
'laying Innov8 lo$ally
=on>t use fullscreen mode
7/21/2019 Tutorial Final 2
13/70Service Innovation & CRM - 13Minder Chen 2009
Menu ) *ame Controls
?nder 4,*/8W28/menu.swf
7/21/2019 Tutorial Final 2
14/70Service Innovation & CRM - 1Minder Chen 2009
Menu ) (ptions
lic@ on the rdio button +the smll circle
nble 3rd
"erson +
7/21/2019 Tutorial Final 2
15/70Service Innovation & CRM - 1"Minder Chen 2009
Dialogs
1sterson ie!
3rd erson ie!
7/21/2019 Tutorial Final 2
16/70Service Innovation & CRM - 1)Minder Chen 2009
7/21/2019 Tutorial Final 2
17/70Service Innovation & CRM - 1Minder Chen 2009
There are three levels to Innov8 v.+
"rocess discover nd process modeling
ollbortion driven simultion nd itertiveprocess improvement
Ael-time business mngement.
7/21/2019 Tutorial Final 2
18/70Service Innovation & CRM - 1*Minder Chen 2009
,haron
, ll
7/21/2019 Tutorial Final 2
19/70Service Innovation & CRM - 19Minder Chen 2009
,tella
fter 4nc. 8enior Aeceptionist
B'M -id
7/21/2019 Tutorial Final 2
20/70Service Innovation & CRM - 20Minder Chen 2009
B'M -ideo
Bo to the screen t op "ltform which is bovethe ?pper
7/21/2019 Tutorial Final 2
21/70Service Innovation & CRM - 21Minder Chen 2009
*ame (be$tives /*oals0
4nder I556*S78S+aptop#s!'
, 1 h
7/21/2019 Tutorial Final 2
22/70
Service Innovation & CRM - 22Minder Chen 2009
,am 1r$her
' Di
7/21/2019 Tutorial Final 2
23/70
Service Innovation & CRM - 23Minder Chen 2009
'ro$ess Dis$overy des@ +in pertion.
8tell helps
7/21/2019 Tutorial Final 2
24/70
Service Innovation & CRM - 2Minder Chen 2009
8tvros in pertion +s-is model from hiscomputer
Si%+ation
7/21/2019 Tutorial Final 2
25/70
Service Innovation & CRM - 2"Minder Chen 2009
Aeceptionist 8tell
hen, the ca++ '+o! MR;S $ac< into a sin(+e path
nder the contro+ o' the oice Response 4nit#
2M3 , i l f B i ' M d li
7/21/2019 Tutorial Final 2
26/70
Service Innovation & CRM - 2)Minder Chen 2009
2M3 ,winlane for Business 'ro$ess Modeling
Mer(e =ecision as< nd
C ll ,t ti ti
7/21/2019 Tutorial Final 2
27/70
Service Innovation & CRM - 2Minder Chen 2009
Call ,tatisti$s
'ro$ess 'erforman$e Data 4 5'Is
7/21/2019 Tutorial Final 2
28/70
Service Innovation & CRM - 2*Minder Chen 2009
'ro$ess 'erforman$e Data 4 5'Is
>s disp+a?ed in Sharon@s Roo%
6esour$e Data
7/21/2019 Tutorial Final 2
29/70
Service Innovation & CRM - 29Minder Chen 2009
6esour$e Data
6esour$e 3evels
7/21/2019 Tutorial Final 2
30/70
Service Innovation & CRM - 30Minder Chen 2009
6esour$e 3evels
7/21/2019 Tutorial Final 2
31/70
Service Innovation & CRM - 31Minder Chen 2009
7/21/2019 Tutorial Final 2
32/70
Service Innovation & CRM - 32Minder Chen 2009
2rom 8m in 4
IT Department /,am Desk and 7all0
7/21/2019 Tutorial Final 2
33/70
Service Innovation & CRM - 33Minder Chen 2009
IT Department /,am Desk and 7all0
Call statisti$s from (perations
7/21/2019 Tutorial Final 2
34/70
Service Innovation & CRM - 3Minder Chen 2009
Call statisti$s from (perations
"osted t pertion>s !ulletin !ord
6esour$e Data
7/21/2019 Tutorial Final 2
35/70
Service Innovation & CRM - 3"Minder Chen 2009
6esour$e Data
7/21/2019 Tutorial Final 2
36/70
Service Innovation & CRM - 3)Minder Chen 2009
6esour$e Data from 6 Department
*lobal Collaboration 6oom
7/21/2019 Tutorial Final 2
37/70
Service Innovation & CRM - 3Minder Chen 2009
*lobal Collaboration 6oom
ew Challenges
7/21/2019 Tutorial Final 2
38/70
Service Innovation & CRM - 3*Minder Chen 2009
ew Challenges
preB1.wmv nd preB'.wmv
7/21/2019 Tutorial Final 2
39/70
Service Innovation & CRM - 39Minder Chen 2009
7/21/2019 Tutorial Final 2
40/70
Service Innovation & CRM - 0Minder Chen 2009
7/21/2019 Tutorial Final 2
41/70
Service Innovation & CRM - 1Minder Chen 2009
8cenrio video pre1.wmv
7/21/2019 Tutorial Final 2
42/70
Service Innovation & CRM - 2Minder Chen 2009
7/21/2019 Tutorial Final 2
43/70
Service Innovation & CRM - 3Minder Chen 2009
7/21/2019 Tutorial Final 2
44/70
Service Innovation & CRM - Minder Chen 2009
7/21/2019 Tutorial Final 2
45/70
Service Innovation & CRM - "Minder Chen 2009
7/21/2019 Tutorial Final 2
46/70
Service Innovation & CRM - )Minder Chen 2009
7/21/2019 Tutorial Final 2
47/70
Service Innovation & CRM - Minder Chen 2009
7/21/2019 Tutorial Final 2
48/70
Service Innovation & CRM - *Minder Chen 2009
7/21/2019 Tutorial Final 2
49/70
Service Innovation & CRM - 9Minder Chen 2009
7/21/2019 Tutorial Final 2
50/70
Service Innovation & CRM - "0Minder Chen 2009
7/21/2019 Tutorial Final 2
51/70
Service Innovation & CRM - "1Minder Chen 2009
7/21/2019 Tutorial Final 2
52/70
Service Innovation & CRM - "2Minder Chen 2009
7/21/2019 Tutorial Final 2
53/70
Service Innovation & CRM - "3Minder Chen 2009
7/21/2019 Tutorial Final 2
54/70
Service Innovation & CRM - "Minder Chen 2009
7/21/2019 Tutorial Final 2
55/70
Service Innovation & CRM - ""Minder Chen 2009
7/21/2019 Tutorial Final 2
56/70
Service Innovation & CRM - ")Minder Chen 2009
7/21/2019 Tutorial Final 2
57/70
Service Innovation & CRM - "Minder Chen 2009
7/21/2019 Tutorial Final 2
58/70
Service Innovation & CRM - "*Minder Chen 2009
https:!!!1#so't!are#i$%#co%!e$appi!%!e$preAo(in#doB+an(en4S&sorces!(-innov*
http:!!!-01#i$%#co%so't!areso+tionssoainnov*s%art!or
7/21/2019 Tutorial Final 2
59/70
Service Innovation & CRM - "9Minder Chen 2009
"osted t pertion>s bulletin bord
Map: 7here 1m I9
7/21/2019 Tutorial Final 2
60/70
Service Innovation & CRM - )0Minder Chen 2009
p
2pper 3evel Map
7/21/2019 Tutorial Final 2
61/70
Service Innovation & CRM - )1Minder Chen 2009
pp plose Window
Modeler
7/21/2019 Tutorial Final 2
62/70
Service Innovation & CRM - )2Minder Chen 2009
et D 0' #odeler
5et D 01 Resorces D 2
7/21/2019 Tutorial Final 2
63/70
Service Innovation & CRM - )3Minder Chen 2009
1sIs 'ro$ess Model
7/21/2019 Tutorial Final 2
64/70
Service Innovation & CRM - )Minder Chen 2009
et D 01 Aesources D 3
Colle$ted Items
7/21/2019 Tutorial Final 2
65/70
Service Innovation & CRM - )"Minder Chen 2009
et D 01 Aesources D (
6eal 7orld Tool
7/21/2019 Tutorial Final 2
66/70
Service Innovation & CRM - ))Minder Chen 2009 http://www-01.ibm.com/softwre/integrtion/wbimonitor/
et D 03 Ael World ools
'ro$ess Model Constru$tion
7/21/2019 Tutorial Final 2
67/70
Service Innovation & CRM - )Minder Chen 2009
4nder I556*S78Ssa%p+e#s!'
7/21/2019 Tutorial Final 2
68/70
Service Innovation & CRM - )*Minder Chen 2009
!"# methodolog nd tools to
#odel
rete
=eplo
#onitor
#nge
business processes over time.
B'M 3ife Cy$le
7/21/2019 Tutorial Final 2
69/70
Service Innovation & CRM - )9Minder Chen 2009
1. rchitect/!uild "rocess
'. 4mplement "rocess
3. bserve "rocess "erformnce
(. 4mprove nd ?pdte "rocess
5. Bo bc@ to step 1
compn cn leverge !"# to become moregile nd responsive to chnges reEuired to
remin competitive tod nd tomorrow.
B'6M 3ife$yl$e
7/21/2019 Tutorial Final 2
70/70
F i d d t