the evolution from online information to networked … evolution from online information to...

The Evolution from Online Information to Networked Digital Experiences

Robbert Kuppens, global CIOThe Boston Consulting GroupMarch 31st 2014

20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 1

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About BCG & Me

Enabling the Business

What's Next?

Discussion and Q&A

Agenda


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From RUU Computer Science student…to CIO The Boston Consulting Group (BCG)

1983-1988 RUU CompScience (student)

1987-1989 NCR R&D (engineer)

1989-1996 Digital Equipment (manager EMEA)

1996-2001 KPMG Strategy (partner NL)

2001-2007 Cisco (IBSG manufacturing leader)

2007-2014 Cisco (CIO EMEA & Russia)

2014- now The Boston Consulting Group (global CIO)

Since 2005 also Venture Partner with BBV/Hummingbird


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The Boston Consulting Group

A leading global management consulting firm operating since 1963

• Focusing on strategy• Advising senior management at the world’s

largest companies• Deriving most of our business from continuing

client relationships

We collaborate with our clients to address core issues of direction and performance

We create sustainable competitive advantage

BCG revenue growth

0

2

4

0100 09

Year

0704 1202 1003 110805 06

Worldwide revenues ($B)

BCG consulting staff

6,200 consulting professionals worldwide, most with advanced degrees

• Alma maters include, for example, business and graduate schools at Harvard, Chicago, INSEAD, Kellogg, Stanford, Wharton

And hands-on management experience• Many with three to ten years in

leadership positions

Encouraged to spend time within several BCG offices

• Cross pollination of ideas, cultures andbest practices

Working, when appropriate, in multicultural and multinational teams

#3


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About BCG & Me


What's Next?

Discussion and Q&A

Agenda


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5

What Makes an Organization Successful?StrategyDevise and maintain a clearly stated, focused strategy

ExecutionDevelop and maintain flawless operational excellence.

CultureDevelop and maintain a performance-oriented culture.

StructureBuild and maintain a fast and flexible, flat organization.

LeadershipFind leaders who are committed to the business and its people.

InnovationMake industry transforming innovations

Mergers/PartnershipsSeek growth through merges and partnerships.

TalentHold onto talented people and find more.

4 + 2

Source: Nohria, Joyce and Robinson, HBR 2003

What is the heartbeat & cycle time of our organization in comparison to our current & new competitors?


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Networked IT solutions supporting the Value Network

Develop Produce Market Sell & Deliver Support

Customer Customer CareCare

Workforce Workforce OOptimisationptimisation

KnowledgeKnowledgeManagementManagement

Internet Internet CommerceCommerce


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How to differentiate within a Networked Virtual World?

CustomerIntimacy

CustomerIntimacy

ProductLeadership

ProductLeadership

Operational Excellence

Operational Excellence

Source: Treacy, Wiersma & Geoffrey Moore, 2002


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Customer Experience has becomethe Epicenter in the (networked) Value Chain

Commodities

Goods

Service

EconomicValue

Experiences

PricingPine & Gilmore, 1999


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9

Intelligent Sourcing: Not out-sourcing what should be out-tasked

NON-MISSION CRITICAL

MISSION-CRITICAL

CONTEXTCORE

Focus and Grow

Discover

Transition and Out-Task

Disengage andOut-Source


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Evolution of the Internet

INTELLIGENT CONNECTIONSINTELLIGENT CONNECTIONS

Email Web

Browser Search

E-commerce Digital

Supply Chain

Collaboration

Social Mobility Cloud Video

Connecting: People Process Data Things

Internet Internet ofofEverythingEverything

DigitizeDigitizethe the WorldWorldImmersiveImmersive

ExperiencesExperiencesDigitize Digitize Interactions Interactions

((Business & Business & SocialSocial))NetworkedNetworked

EconomyEconomyDigitize BusinessDigitize Business

ProcessProcessConnectivityConnectivityDigitize Access Digitize Access to to InformationInformation

BUSI

NES

S AN

D S

OC

IETA

L IM

PAC

TBU

SIN

ESS

AND

SO

CIE

TAL

IMPA

CT


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HR ScalabilityHR Scalability

’94–’96

ProductivityProductivity

’97–’00

Core vs ContextCore vs Context

’01–

CiscoAnnual

ProductivityGains*

E-FinanceE-Procurement

Basic E-HR

E-FinanceE-Procurement

Basic E-HR

$70M +$70M + Talent DevelopmenteTreasury

Personalized Portals

Talent DevelopmenteTreasury

Personalized Portals

$700M +$700M +

DirectoryCommunications

Static Intranet Portal

DirectoryCommunications

Static Intranet Portal

$20M +$20M +

Workforce Optimization Example (Cisco example)


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The Challenge…

Getting the right information & services to entitled employees, partners, and clients

in a secure and timely manner anytime, anywhere to any entitled device at the right cost…

… and be more successful than our competition


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How do people react on this?In 2007 versus today…

Any service securely to any entitled device, anywhere, anytime at the right cost...


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Enabling the Right Solution for the Entitled Employee/Partner/Customer at the Right Cost

CorridorCruiser

Road Warrior

Major Mobiles Teleworker Field

Force

• Mobile within office >20%

• Fixed phone line and desk

• Heavy application; medium email and phone

• Multiple devices (laptop and phone)

• Travels outside campus regularly

• Mobile outside the office >70%

• Fixed phone line and desk

• Heavy email and phone; light application

• Many can use converged mobile device

• Often a teleworker or in remote office

• Mobile inside the office >70%

• Shared phone line; no desk

• LOB application; heavy voice

• Specialized devices common

• No corporate office

• Travels infrequently often to campus

• Fixed phone line

• LOB application; heavy voice

• Mobile outside the office > 70%

• No corporate office

• Typically returns to campus daily

• May have shared phone line

• LOB applications; heavy voice

We can’t afford to give Everything to Everyone Everywhere Anytime


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Text Voice, Video

Number of Stakeholders

Collaborative Tools

DocumentsDocuments

Man

yM

any

EmailEmailIMIM TelePresenceTelePresence

Unified Unified CommunicationsCommunications

VmailVmail

Discussion ForumsDiscussion Forums

Video on Video on DemandDemand

WikisWikis BlogsBlogs ContactContactCenterCenter

ConferencingConferencing

Social NetworkingSocial Networking

Connected Workspace

One

One

Meeting Room

Workstation Touchdown

Active Room

QuietRoom

Project Room

Telepresence

Open Project Area

Conference / Training

eCafe

Changing the way How and Where we Transact and Interact… Anytime, Anywhere…

@Home

Next: to intuitively get you the right information & experience where you are and when you need it, not needing to reconnect every time…

15


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Mobility Services for Cisco employees:Any Device Service per 2010


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Collaboration on BYOD (Bring Your Own Device)Enabling our applications to run in the (BCG) Cloud


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Cloud Computing – Why Now?Because everybody’s doing it?


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How much do you pay for Virtual Collaboration?Collaboration as a Service (Enterprise Quality)


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Cloud Consumption & Delivery Models

SaaS

Infrastructure as a ServiceCompute, storage, networking, etcEx.: Amazon EC2, Verizon/Terremark, ?

Platform as a ServiceMiddleware, directories, etcEx.: Google Apps, DaaS, WebEx, ...

Software as a ServiceApplications, collaboration, etcEx.: Apps, Jabber, SFDC, WebEx, ...

Data Center as a ServiceData center facilities, power, coolingEx.: GIS, AT&T, Sprint

PaaSCloud

DeliveryModels

DCaaS


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CiscoService Offering Provisioning Cost

(one-time + 1st Qtr)

2x IBM Websphere JVM $2,244

1x Oracle DB $750

1TB SAN Tier II Storage (DB)1.8TB Backup (DB)

$1,096$588

2 x 8 VM (DB)

(CITEIS unmanaged, bronze VM)

$171

Amazon Web Services (AWS)Service Offering Provisioning

Cost(one-time + 1st Qtr)

2x IBM Websphere JVM $3,412

1x Oracle DB $780

1TB Storage (DB)1.8TB backup (DB)

$1,404$531

2 x 7.5 VM Large (DB)

(3 year reserved instance,RHEL)

$363

Industry Costs Comparison – Q3FY13

Total (One-time + 1st Qtr) $4,849

Total (Ongoing Qtrly Cost) $2,699

Total (One-time + 1st Qtr) $6,490

Total (Ongoing Qtrly Cost) $5,710

It's not only about cost! Just as important is to balance predictable capacity with agility


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’94–’96 ’97–’00 ’01–

CiscoAnnual

ProductivityGains*

Supply Chain Management Example (Cisco example)

Manufacturing ScalabilityManufacturing Scalability

$10M+$10M+Best-in-Class ERP

Link to E-CommerceAutotest

Best-in-Class ERPLink to E-Commerce

Autotest

MarketExpansionMarketExpansion

$70M+$70M+

Integrated LogisticsSingle Enterprise

Basic Supplier Portals

Integrated LogisticsSingle Enterprise

Basic Supplier Portals

MarketTransitionsMarketTransitions

$270M+$270M+

Supply Chain VisibilityCollaborative Planning

Product Lifecycle Mgmt

Supply Chain VisibilityCollaborative Planning

Product Lifecycle Mgmt


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Define Supply Chain MetricsWho measures Linearity of Sales Forecasts?

Customer satisfaction • On time shipments• Customer lead times

Productivity

Profitability

Revenue growth

Linearity

Continuity of supply • Supplier performance• Shortages

• Q/Q, Y/Y revenue growth

• Partner capacity• New product cycle

• Gross margin• Tax rate

• Cost reduction• Inventory turns

• Volume outsourced• Productivity improvement

targets• Ratio of virtual employees• Revenue per Mfg head

• Daily production rate• Forecast to orders

• Days sales outstanding


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First steps towards Cisco Virtual Manufacturing

ExtranetDirect Leased Lines

Internet -No Direct Lines

Intranet

Web Interface: MCO Portal


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’94–’96 ’97–’00 ’01–

CiscoAnnual

ProductivityGains*

Customer Care Example (Cisco example)

CustomerAccessCustomerAccess

Optimized CustomerTransactionsOptimized CustomerTransactions

$300M+$300M+

Service Contract CenterTroubleshooting Tool

Online Ordering

Service Contract CenterTroubleshooting Tool

Online Ordering

CustomerIntimacyCustomerIntimacy

$30M+$30M+Product Configurator

Bug DatabaseOrder Status

Product ConfiguratorBug Database

Order Status

Partner PortalsE-Sales

Virtual IP Contact Center

Partner PortalsE-Sales

Virtual IP Contact Center

$900M+$900M+


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IT as a Services Organization: Matching Demand & Supply with Services

Organizational Transformation aligned with Execution

P D I OPlan (Architecture)DesignImplementOperate/Optimize

Relationship ManagerService OwnerService Manager

Organization Services Process

Well-defined tieredservice offerings

NetworkComputeStorage

Communication

Facilities

• Roadmaps

• Automated Provisioning

• Showback & Chargeback Enablement

•Virtual Machine (VM)Gold/Silver/BronzevCPU x vMemory

•Bare-metal (BM)

Example


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Business

Operations

Systems

Technology

Requirem

ents Cap

abilit

ies

What business are we enabling?

What capabilities are needed to support that business?

What applications & tools will we need?

What technology will we use to enable the applications & tools?

Source: Proact Business Transformation, Inc.

Architecture: BOST Framework

28


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Overall Architecture View

Network & Datacenter Services

Medianet Services

CollaborationServices

Client Services

(Collaboration)Applications

Devices

Transport/StorageServers

Signaling QoS

Auto-Discovery

Transcoding

Auto-Configuration

Transrating

Resource Control

Transcribing

Workflow

Scheduling and Calendaring

Session Mgmt

Presence / Location

Recording/Playback

Authoring

Real-timeData Sharing

Real-timeMessaging

Search

Semantic Processing

Social Graphing

Metadata Tagging

COMMUNICATION

CONTENT

Client ServicesFramework

Medianet ServicesInterface Lightweight APIs

(Video) Messaging

Enterprise Social Software

CRM/SCM/HR/etc.

Video/Telepresence

IP Communications

(Video) Conferencing

Desktop Mobile In-Room

Secu

rity

Serv

ices

Iden

tity

Pol

icy

AA

AE

ncry

ptio

nFe

dera

tion

Pro

visi

onin

gM

aint

enan

ceA

dmin

istra

tion

Ope

ratio

nsM

anag

emen

t Ser

vice

s

29


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30

IT Integrated Planning Process As

sess

men

t Te

am

Func

tiona

l Por

tfolio

M

anag

ed IT

Por

tfolio

M

anag

emen

t Offi

ceR

eque

stor

FY13 Planning | DRAFT

1.01.0Submit RequestSubmit Request

with Business Casewith Business Case

Ready for InitialReady for InitialAssessment?Assessment?

1.21.2Identify & Assign Identify & Assign

Assessment TeamAssessment Team

1.11.1Review Request Review Request

SubmissionSubmission

2.22.2Revise RequestRevise Request

& Resubmit& Resubmit

22.0.0Complete Level 1 Complete Level 1

AssessmentAssessment

3.23.2Revise RequestRevise Request

& Resubmit& Resubmit

ReviseReviseor or Cancel?Cancel?

ReviseReviseor Cancel?or Cancel?

3.03.0Complete Level 2 Complete Level 2

AssessmentsAssessments

•• ArchitectureArchitecture•• Change ManagementChange Management

•• Project / ProgramProject / Program•• Portfolio AlignmentPortfolio Alignment

33.1.1Provide Provide

RecommendationsRecommendations

ApprovalApprovalto Proceed?to Proceed?

6.56.5Impact AssessmentImpact Assessment

4.04.0DevelopDevelop

RecommendationRecommendationfor Sequencingfor Sequencing

2.12.1Provide Provide

RecommendationsRecommendations

ApprovalApprovalto Proceed?to Proceed?

55.0.0Conduct Portfolio Conduct Portfolio

Assessment & Assessment & Prioritization Based Prioritization Based on Funding Sourceon Funding Source

•• FunctionalFunctional•• ClientClient

•• ITIT•• Corporate (escrow)Corporate (escrow)

6.0 Portfolio Commit6.0 Portfolio Commit

6.1 Functional Portfolio

6.2 Client Portfolio

6.3 IT Portfolio

6.4 Corporate Portfolio

FundingFundingCommitedCommited??

7.07.0Portfolio / Program Portfolio / Program

GovernanceGovernance

8.08.0Program / Project Program / Project

ExecutionExecution

Request CancelledRequest CancelledRequest CancelledRequest Cancelled

NO

YES

NO

YES

CANCELREVISE

NO

CANCELREVISE

YES

ArchitectureArchitecture--ledledInvestment Investment

DevelopmentDevelopment

Architecture Checkpoint Architecture Checkpoint BOST/CBOBOST/CBO

Investment Investment MonitoringMonitoring

ArchitectureArchitecture--led led InvestmentInvestmentAlignmentAlignment

Investment Investment PrioritizationPrioritization

Investment Investment FundingFunding

Output of Step A & B = List of Investments

Output of StepC & D = Final Plan

of Record

Arch.Arch.ReviewsReviews

StrategicStrategicInvestmentInvestmentPlanningPlanning

Service the Service the BusinessBusiness

ServicesServicesReviewReview


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Staying SMART on ROI, TCO etcetera


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Cisco’s Productivity Journey: Impact of TelePresence, WebEx & WebEx Social, Directory 3.0, App store, BYOD…

Source: Cisco IBSG and IT, 2011

Web 2.0Web 1.0Benefits ($B/Yr)

$3.7B

$1.5B

Transactions CollaborationInformation Sharing Interactions

Web 1.0Internet

Solutions:

Web 2.0 Collaboration

Solutions:

Total: Total: $$5.2B5.2B5

4

3

2

1

6

FY95 FY00 FY05 FY12Time

Source: Cisco IBSG & IT, 2010


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About BCG & Me


What's Next?

Discussion and Q&A

Agenda


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IT Leading Business Transitions (2012 predictions)

Nearly 1/3 of the Collaboration market will be Hosted by 2014 (Gartner, IBSG)

In 2014, Over 90% of traffic on networks will be Video (Cisco VNI)

Android is now the #1 OS for new smartphone buyers (Nielsen)

5 billion mobile cellular subscribers, over ½ billion accessing the Internet (ITU, Strategy Analytics)

50% of professional PC’s will be managed as a hosted virtual desktop model by 2014 (Gartner)

Each month 30 billion pieces of content are shared and 550 billion minutes are spent on Facebook (facebook.com)

(Canalys 2012)


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CIO Business and Technology PrioritiesGartner CIO Survey 2009 versus 2013


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Supplier Experience: Quality Impact

Discover the root cause

Take Action: Shut down that line until a solution has been implemented

Identify the experts and discuss solutions


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Enabling Technologies supporting Global Collaboration: Web 2.0 meets Globalisation


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Enterprise Quality Video @Home and on the road


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Active Collaboration Rooms combine the in-person experience with virtual teaming

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40

Vision: Enterprise Apps Catalog

SoftwareCollaboration NetworkDevices

Content Management

Web & BI Applications & Accounts

Print

Video Conferencing

Personal View/Settings

Video - Live &On-Demand

IP Phones & Voice

Database Hosting & ERP

Web ConferencingCollabSpace MobileApps

Smartphones & Tablets

Home & RemoteAccess

High PerformanceDatacenter Computing

Datacenter Network

Instant Messaging

Email & Calendaring

DesktopSoftware

CorporateNetwork

Laptops &Desktops

Self-ServicePaaS & IaaS

Application, Web & Data

Services

DevicesDevices CollaborationCollaboration Software & Apps

Software & Apps NetworkNetwork IT Infrastructure &

Platform ServicesIT Infrastructure & Platform Services

PartnerConnection (Extranet)


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Personalized product offers

Shelf-edge access to deep, net-like knowledge

Virtual expert adviserMulti-touchpoint social media

customer care

One-click mobile payments

Source: Cisco IBSG, January 2011

+Mashop Experiences empower Shoppers

= “Mashop”Physical

(Stores/Branches)Virtual

(web and/or App)

New Technology-Based “Shopping”


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42

What if?...

And all your video & voice could be automatically translated and tagged with voice & object recognition: it becomes “findable”

Global accessible Knowledge & Experience!


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TemperatureTemperature

Evolution of the Network & Information Explosion: Internet of Everything (IoE)

IP Telephones

Barcode Scanners

PCs

PDAs/Handhelds

“Things” become networked

by adding tags

“Information”becomes networkedby adding sensors

ProductsProducts

LivestockLivestock

TiresTires

CurrencyCurrency

PharmaceuticalsPharmaceuticals

Shipping containersShipping containersCartonsCartons

PalletsPallets

RationsRations WeaponsWeapons

PeoplePeople PetsPetsMedical AssetsMedical Assets

Video Cameras LocationLocation

IntrusionIntrusion

Shock/movementShock/movement

ElevationElevation

DirectionDirection

PressurePressure LightLight ChemicalsChemicals

SpeedSpeed

The Internet of Everything (IoE)The Internet of

Computing Devices


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A (near) Future Experience?

The question is what can be done versuswho benefits from the experience

Source: Chris Oakley, 2004


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The Transition from Traditional IT to IT as a Service Organisation (ITaaSO)

FROMFROMFROMFROM TOTOTOTO

Virtualized Storage Clouds Accessible Anywhere, Anytime

CONTENT: Access to Content From Single Device and Local Storage

EXPERIENCE: Little/No Differentiation in Capabilities, Entitlements and User Experience

Cost-Effective Differentiation of Service Offerings Based on Role and Global Location

DEVICES: Limited Device Selection/Underutilization of Fleet

NETWORK: Connectivity Primarily Through VPN, Per Device

SUPPORT: Non-Segmented Support Primarily Provided Through Call-center

Support for BYOD, VDI and Additional User Devices

Personalized Collaborative Support Model as New “Front Line” for Solutions

Optimized Secure Network Connectivity for Voice, Video, Data

IT needs to run at 2 speeds: both orchestrating enterprise-quality foundational IT Capabilities and continues new Capabilities (quick wins etc.)


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Evolution of the Internet

INTELLIGENT CONNECTIONSINTELLIGENT CONNECTIONS

Email Web

Browser Search

E-commerce Digital

Supply Chain

Collaboration

Social Mobility Cloud Video

Connecting: People Process Data Things

Internet Internet ofofEverythingEverything

DigitizeDigitizethe the WorldWorldImmersiveImmersive

ExperiencesExperiencesDigitize Digitize Interactions Interactions

((Business & Business & SocialSocial))NetworkedNetworked

EconomyEconomyDigitize BusinessDigitize Business

ProcessProcessConnectivityConnectivityDigitize Access Digitize Access to to InformationInformation

BUSI

NES

S AN

D S

OC

IETA

L IM

PAC

TBU

SIN

ESS

AND

SO

CIE

TAL

IMPA

CT


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About BCG & Me


What's Next?

Discussion and Q&A

Agenda


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ed.“Thank you for your time and attention”“Thank you for your time and attention”“Thank you for your time and attention”“Thank you for your time and attention”

Robbert Kuppens, CIOThe Boston Consulting Group