new 2001 net odyssey
TRANSCRIPT
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2001 A Net OdysseyLaunching Hospitality Enterprises into Cyberspace
Anna PollockDestiCorp Limited
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2001 A Net OdysseyOr the next, next, big thing!
Anna PollockDestiCorp Limited
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Business Drivers Technology Drivers The evolution of E-business The future is C-commerce! Implications for Hospitality Enterprises
Scope & Purpose
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Changing Concepts of Value Customer Power From things to services and experiences Outsourcing Focus on Core Competencies Collaboration versus Competition
Business Drivers
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From hard assets to: digital capital and intellectual property proprietary business processes and core
competencies an ability to anticipate and respond to market
demand brand awareness and loyalty
What are your core competencies?
Changing Concepts of Value
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Perfect information shifts power to the consumer
Commoditisation P2P and viral marketing The Cluetrain Manifesto
People Power
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Cluetrain Manifesto
If you only have time for one clue this year, this is the one to get …we are not seats or eyeballs or end users or customers. We are human beings and our reach exceeds your grasp … Deal with it!
www.cluetrain.com
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Cluetrain Manifesto
Companies that don’t realise their markets are now networked person-to-person, getting smarter as a result and are deeply joined in conversation are missing an opportunity.
See www.HERmail.net
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Growth & change in outsourcing What are ASP’s? Benefits Impediments and potential Types
Horizontal Vertical
Outsourcing & ASP’s
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How do you compete in a world of perfect information? Not by price but by perceived value Through an obsession with the customer Through focus on your core competency Through collaboration
Competition is Dead!?
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Towards C-Commerce
Old: Supply Chain Management
Suppliers CustomersSCM ERP CRM
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Towards C-Commerce
Step Two: Supply Network Management
ANCILLARY
SERVICES
CHANNEL
PARTNERS
SUPPLIERS CUSTOMERS
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Towards C-Commerce
Step 3: Enterprise as Organism in an ecosystem
ANCILLARYSERVICES
CHANNELPARTNERS
SUPPLIERS CUSTOMERS
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The Future
Business WebsIn b-webs, internetworked, fluid – sometimes highly structured, sometimes amorphous – sets of contributors come together to create value for customers and wealth for shareholders. In the most elegant of b-webs, each participant focuses on a limited set of core competencies, the things it does best.
Don Tapscott, Digital Capital
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The Future
C-commerce is the set of electronically enabled collaborative interactions among an enterprise, its customers, business partners, suppliers and employees.
E-commerce is a transaction-centred e-business model used to buy and sell goods whereas c-commerce is a collaborative-centred e-business model that enables the virtual enterprise.
The Gartner Group, 2000
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The Future
Consumers
FRANCHISEES
Catering
Human Resource
Sales & Marketing
Manager
Hotel
Brand
B2C
site
Corporate
portal
Third-party
sites
Third-party
exchange
PARTNERS
Meeting Planners
Corporate Buyers
Tour Operators
Agents
CHAIN HQ
Suppliers
Hotel Business Web
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True Paradigm Shift!
Old A linear, mechanical world view Supply chains Economy as a machine
New Holistic, complex, self-repairing Economy as an ecosystem Fluid, amorphous, dynamic, messy
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Technology As Enabler
Internet as Dial-tone Pervasive computing New Tools Emergence of standards Automation
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Internet As Dial-tone
Always on and very fast No longer an optional extra From the means to publish to the means to:
Sell Manage Procure Collaborate Create
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Pervasive Computing
Ubiquity and convergence Multi-channels
PC Mobile phone – voice, SMS, WAP PDA Call Centre iTV
Tower of Babel?
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Personal Computer
“If I said to you ‘Can I borrow your laptop?’, it’s like ‘My feet are cold. Can I borrow your socks for half an hour?’”
“It’s a personal computer, and I think there’s got to be depersonalisation.”
Peter CochraneChief Technologist, BT
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Cell Phone Handsets & HandheldComputers Overlap In FunctionCellular
Phone Handset
Cell Phone with Email, Web Browser
PDA with Wireless Data
?
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Personal Computers and Pocket Computers
“When you consider the number of pockets out in the world, the PC market looks puny”
Bill Joy Sun Microsystems
Ambient Intelligence
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New Tools & Standards
HTML XML Java Objects and Components Web Services UDDI Business Web Automation
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The Evolution of E-Businessco
mp
lexi
ty
Time & investment
HostComputing
NetworkComputing Web Phase 1
Web Phase2-transactions Web Phase 3
The Great Divide
The Quantum
Leap
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Web Phase 1
Innovations Internet, TCIP/IP HTML Browsers Common GUI “Thin & Fat PC Client” Web or HTTP server in-house or on ISP
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Web Phase 1
APPLICATIONS
APPLICATIONS
APPLICATIONS
APPLICATIONS
APPLICATIONS
DATABASES
LEGACY SYSTEMSHTML
PAGES
HTTP SERVER
BROWSERINTERNET
FIREWALL
TCP/IP
PC
PC
PC
PC
LAN orWAN
CORPORATE NETWORK
CLIENTS
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Web Phase 1
Weaknesses Static Web Pages Non-transactional, non interactive Non-conversational Limited integration with back-end Web server manually fed Web publishing bottle-necks One site to suit all
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Web Phase 2
Leaping Over The Great Divide From brochure-ware to sales Internal interoperability with legacy systems
– order/entry, inventory, accounting, logistics Security issues Reliability Scalability
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Web Phase 2
Innovations E-catalogues enable B2C then B2B takes off “Clients” include cell phones, PDA’s iTV Tiered architecture, application servers Content management software & CRM Heavy investment in ERP and EAI
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Web Phase 2
APPLICATIONS
APPLICATIONS
APPLICATIONS
APPLICATIONS
DATABASES
LEGACY SYSTEMS
APPLICATION SERVERS
HTTP SERVER INTERNE
T
FIREWALL
PC
PC
PC
PC
LANWANVPN
EAI
WEB
WAP
CC
iTV
PAYMENT
SECURITY
INTEGRATION
LOAD BALANCING
CONTENT MANAGEMENT
CRM
CLIENTS
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ROI of Selected E-commerce
Initiatives
ELECTRONIC CATALOGUE
TRANSACTION PROCESSING
LEGACY INTEGRATION
SUPPLY CHAIN MANAGEMENT
DATA WAREHOUSING
E-MAIL GROUPWARE
SOURCE: McKENNA GROUP
8.7%
8.27%
5.19%
1.99%
1.72%
1.22%
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Web Phase 2
Weaknesses Very limited inter company integration across
firewalls 75% of major US companies recognise the need
to integrate with partners, less than 20% have acted
Partnerships require hard-coding and are expensive and time consuming
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Web Phase 3
Innovations Business processes (data & functionality) become
software components, wrapped in XML These “Web Services” can be classified and
stored in directories on the Net for use by all They are like “Lego building blocks” Tools to aggregate, integrate and transform these
blocks into powerful personalised applications are automated.
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Web Phase 3
STOREHOUSE
DIRECTORY
AGGREGATING INTEGRATING PERSONALISING
PERSONALISED SITES
WEB
WAP
iTV
BUSINESS DRIVERS
WEB SERVICES
INTERNAL
WEB SERVICES
WEB SERVICES
WEB SERVICES
WEB SERVICESWEB SERVICES
WEB SERVICES
WEB FACTORY
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Web Phase 3: Radical!
FeaturesDynamic business webs mean you can: Create new products and services with enormous
speed Reach new customers and add new relationships
easily Change existing relationships dynamically and
instantly Engage in multiple e-business models
simultaneously
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Consumers
FRANCHISEES
Catering
Human Resource
Sales & Marketing
Manager
Hotel
Brand
B2C
site
Corporate
portal
Third-party
sites
Third-party
exchange
PARTNERS
Meeting Planners
Corporate Buyers
Tour Operators
Agents
CHAIN HQ
Suppliers
Hotel Business Web
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% a
ctiv
e im
ple
men
tati
on
Time & investment
HostComputing
NetworkComputing Web Phase 1
Web Phase 2-transactions E-services
60%
80%
50%
5% >0.5%
The Opportunity Gap
Where Are We Now?
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Implications
B2B = back to basics Focus on your core competency, outsource the
rest Rethink the business model, not the BPR Invest in the right “infrastructure” to enable you to
Excel in customer service Learn, adapt, innovate Collaborate with partners Automate
The Future is C-Commerce!
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DestiCorp Limited
Positioning as the leading authority on C-commerce and Business Webs in the Tourism and Hospitality sector
E-services and Business Web enabler Web Services provider