the future of enterprise it - 6 ways information professionals can make an impact
TRANSCRIPT
Atle Skjekkeland, CIP
Chief Evangelist, AIIM
@skjekkeland
The Future of Enterprise IT6 ways information professionals can make
an impact
• The Japanese eat very little fat and suffer fewer heart attacks than the British or the Americans.
• On the other hand, the French eat a lot of fat and also suffer fewer heart attacks than the British or the Americans.
• The Japanese drink very little red wine and suffer fewer heart attacks than the British or the Americans.
• The Italians drink excessive amounts of red wine and also suffer fewer heart attacks than the British or the Americans.
• Conclusion: Eat and drink whatever you like. It's speaking English that kills you.
Great Moments in Statistics Reasoning!
Information Professionals
Image source = http://www.customercentricthinking.com
The same as EierlegendeWollMilchSau…?
Cloud and mobile is creating an expectation of anywhere, anytime access.
Disrupter #1 - Cloud and Mobile
Transforming what users expect from applications and how we deliver them.
Disrupter #2 -Consumerization
There is an App for that
Disrupter #3 – Internet of Things
Everything is connected - Smartphones, iBeacons and ZigBee wireless radios.
Say goodbye to… Keys
Wallet
Keycards
Credit cards
Remote controls
ID cards
Baby monitors
Navigation systems
Watches
Remote controls
And many more…
Era
Years
Typical thing
managed
Best known
company
Content mgmtfocus
Mainframe
1960-1975
A batch transaction
IBM
Microfilm
Mini
1975-1992
A deptprocess
Digital Equipment
Image Mgmt
PC
1992-2001
A document
Microsoft
Document Mgmt
Internet
2001-2009
A web page
Content Mgmt
The SMAC Stack
2010-2015
An interaction
Digital Business
Systems of Record
Systems of Engagement
Your Corporation
Source: Federal Reserve Bank of San Francisco http://www.frbsf.org/economic-research/files/wp12-18bk.pdf
Your Customers
1964Age 46
1984Age 26
1948Age 62
These guys are retiring These are the new workers
These are making the purchasing decisions
Email Generation
Facebook Generation
Source: John Newton, Alfresco
Your Employees
“Significant” or “very significant” business problem:
• High Cost of Ownership – 91%
• Difficult Upgrades – 87%
• Poor Cross-Functional Processes – 86%
• What the Apps Deliver Doesn’t Match Business Requirements – 80%
• Inflexibility Limits Process Change – 75%
Your Enterprise IT
Source: Forrester survey among 111 businesses, 2010
Legacy Systems: New Systems:
Time for Change
EVERY organization has to progress through a “wilderness moment” according to H. James Dallas, COO of Medtronics.
A wilderness moment is…
“When you know what you’re doing is NOT the right thing AND you don’t know what the right thing to do is yet”
“Every budget is an IT budget. Every company is an IT company. Every business leader is becoming a digital leader. Every person is becoming a technology company. We are entering the era of the Digital Industrial Economy.”
PETER SONDERGAARD, GARTNER
The Need for Digital Transformation
“All organizations are on a digital journey - most have no map, no guide and bad shoes.”
THORNTON MAY, IT LEADERSHIP ACADEMY
The New Role of Enterprise IT
• IT helps reduce costs.
• Senior Execs oblivious to technology.
• Complexity insures job security.
• IT is a railroad builder.
• Process standardization the objective.
• Most spending CAPEX.
• Mobile/social are differentiators.
• Pure technical skills valued.
• Most of the money is still here.
• IT helps reduce risk and create value.
• Senior Execs tech aware.
• Simplicity is the pre-eminent value.
• IT is a taxi company.
• Process agility the objective.
• Most spending OPEX.
• Mobile/social are a feature.
• Technical skills in context valued.
• Most of the money will soon be here.
Was/Is… Will be…
Keep IT Simple & Smart
New IT: Old IT:
Go for Products, NOT Projects
Image source: http://eduardoporter.com/2011/04/14/if-ikea-sold-cars/
Improve Flexibility
Software Hardware Staff
New bottom-up procurement models with viral adoption
Improve Responsiveness
$
Time
$
Time
Old top-down procurement models with change management
Leverage Consumer IT
The Enterprise IT Play: Microsoft The Consumer IT Play: Apple
Salesforce Wave and Salesforce1 apps for Apple Watch
Gartner’s Top 10 Strategic Trends
See no evil, hear no evil, speak no evil?
Forrester Top Technology Trends
https://www.forrester.com/Top+Technology+Trends+To+Watch+2014+To+2016/fulltext/-/E-RES104141
1. Improve Customer Engagement
Before Now
Image from the movie Taxi Driver
By how much do you think customer service levels and response times could be (or have been) improved if all of your customer-facing staff couldimmediately access and share all of the customer related and case-related information that you hold.
Improve Self Service
32.2% more responsive (average)
2. Support Mobile Moments
Console Terminals PC Laptop NotebookSmart
Phablet
DirectConnection
RS-232 EthernetDial-UpModem
Broadband3G / 4G
WiFi / Fibre
IT Only SpecialistOffice
WorkerMobile
WorkforceAny
EmployeeCustomers
Data RoomLocation
BasedCompany
WideCustomer
SiteHome
WorkingAnywhere
1960 1970 1980 1990 2000 2010
Location
User
Connectivity
Device
Mobility (Distance from Source)
Timeshare Multi-UserClient-Server
Web AppsInterface
Source: George Parapadakis, IBM
Cloud First, Mobile First
Source: http://www.gallup.com/strategicconsulting/161459/engagement-work-effect-performance-continues-tough-economic-times.aspx
• Connect people, information, and knowledge to deliver and foster employee engagement and innovation
• Employee engagement affects customer service by 10%, productivity by 21%, and profitability by 22%. (source: Gallup)
3. Improve Employee Engagement
Support New Ways of Working
How much would it improve (or have you improved) the efficiency of your office staff by giving them sufficientremote or mobile access to company information that they are able to efficiently work from home or on-the-road?
25.1% more efficient (average)
Photo source: http://www.flickr.com/photos/globalx/4864001692/
Replace Email
N=253
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Email (e.g Outlook)
Enterprise social software (e.g. Yammer)
File Sharing Apps (e.g. DropBox, Box)
Commenting in office apps (e.g. MS…
Team site collaboration (e.g. SharePoint…
Instant messager (e.g. Skype, Lync)
What would you consider your TWO (2) most important office productivity tools for INTERNAL collaboration?
5 years ago
Select for now
5 years into the future
Source = McKinsey Quarterly, The rise of the networked enterprise
Use Case: Slack.com
4. Automate Business Processes
68% believe business-at-the-speed-of-paper will be “unacceptable in just a few years’ time” 46% consider that the biggest single
productivity improvement for most of their business processes is to remove the paper
Get Rid of Paper
How much more productive do you think the administrative staff in your organization would be (or are) if their processes were work-flowed, using scanned forms and documents, with automated data capture?
33.5% more productive (average)
Improve Digital Productivity
5. Turn Information into Insights
“Without big data analytics, companies are blind and deaf, wandering out onto the web like deer on a freeway.” - Geoffrey Moore, author and consultant.
Improve Access
How much more productive do you think professional staff in your organization would be (or are) if they could find internal information and documents as quickly and as easily as they find information on the web?
30.9% more productive (average)
Get Insights
Create a New Reality
6. Secure Corporate Information
From BYOD to BYOA:
• Option 1: Try to stop it, but this may become increasingly difficult over time with user-driven IT.
• Option 2: Focus on System of Records (what to control) vs System of Engagement (what to provide guidance on).– Determine informal vs formal content, e.g. ISO9001,
records.
– Create a policy for informal content, e.g. Skype, Evernote, Dropbox
– Create a policy for formal content, e.g. CRM, ECM
Don’t make me read..Don’t make me think…
Forget Paper-based Principles
How much can/could you reduce legal costs, fines and damages if you applied best practice procedures to records management, security and e-Discovery?
25% reduced costs (average)
Reduce Costs
Improving the Rate of Information Driven Innovations?
Image source: http://blazepress.com/2014/10/trapping-cat-never-easy/
5 Keys to Innovation
1. Associating
2. Questioning
3. Observing
4. Experimenting
5. Networking
Innovating Business Processes
Role Before the empowered era New opportunities
CEO Optimize customer sales and expenses; manage top-down organizational structures
Encourage direct engagement with customers; promote cross-organizationalcollaboration
Communications Use email, Web, print and social channels for outbound communication
Use video and social channels to promote interactive communications
Customer service Serve customers at the lowestpossible cost
Engage customer directly using social and mobile technologies
HR Use teacher-based classroom or online training
Harness video and social technology for peer-led learning and development
Marketing Treat customers as a target population to be reached and influenced
Harness empowered customers as a marketing channel that influences others
Sales Use traditional channels to speak directly with customers
Use mobile and social technologies to speak directly with customersSource: Forrester
Innovating Enterprise IT
• Create Center of Excellences with different stakeholders - identify opportunities and establish frameworks
• Incentivize the business to identify technology that can improve or innovate business operations - let every staff become an innovator
• Turn the IT department into technology sherpas for guiding business users – let the business innovate the business
• Kill the traditional procurement process – focus on products, not projects. Focus on progress, not perfection.
• Replace the success metrics from from time, cost, and features” to “value, capacity, and time-to-market metrics.
• Plan for ongoing improvements and innovations - focus 80% on people, 15% on processes, and 5% on technology
leverage consumer applications proven to augment existing work processesspecifically targeted to business requirements and opportunities
access with only a browser and an internet connectionno reliance on proprietary systems or technologydevelopment based on open industry standards
built upon a semantic web frameworkembraces and enables BYOD model
no operating system dependencyprovides web service capabilitiestuned options for mobile devices
no browser dependencyno net cost increaseno desktop footprint
100% cloud ready
Source: http://wordofpie.com/2010/03/04/some-outright-cool-stuff/
Set a New Vision
Focus on the “I” in IT
List Matrices Facets System Maps
• Develop and maintain metadata models and taxonomies that connect people, information, and knowledge
• Make compliance, privacy, and security inherent and transparent to the knowledge worker.
