1 nec philips unified solutions,

1NEC Philips Unified Solutions <name>, <date> www.nec-philips.com

Microsoft Business Event

Martijn van der Jagt27 Maart 2008


Agenda

• Introduction NEC Philips

• Introduction Case

• About the Solution

• Benefits

• Some Considerations


Introduction NEC Philips

• From Philips– manufacturing, sales, supply,

support– 1987 – 1995 in liberated markets– One main communication platform– Focus on looping customer needs

into development

• Towards NEC – European telecom operation of

NEC, focus on solutions & distribution

– Continuation of ‘Philips platform’ and applications

– Adding all NEC platforms and applications

– Integrating into popular business environments (1. Microsoft)


Ambition• Nr.1 position in world of business communications

– From 3-4% european market share– To 10% european market share– Direct sales and sales via partners

Context• From (typical) 66% to 33% margin

– Fear for ‘Oops scenario’– Measure: attract new sales partners

Oops


Organisation & Focus

Disconnect:• Development

– Creating off-the-shelf products & applications– Focus: Best products

• Supply– Ordering & supplying goods & licenses– Focus: Operational Excellence in partner support

• Solutions– Creating customer solutions– Focus: Most geared solution for the customers need– Real time communication

Development SolutionsSupply

+

Process support


Operational Excellence

• From customer intimacy and best product for the need• Towards best supplier for sales partners

• Efficient organization internally• Integration with suppliers• Efficient processes

with sales partners

Supply+

Process support


Operational Excellence• From

– Departmental responsibilities– Overhead, time consuming, error prone.

• Towards Process focus• Better interaction of functional area’s

– Partner boarding– Partner support

• Product boarding• Co-marketing• Pre-sales• Ordering support• Technical support

– Ordering & Supply


Operational Excellence

• Business Process Management focus• Process ambitions

– Increasing customer satisfaction– Reducing overall costs– Increasing manageability

• Process descriptions– Sales– Marketing– Supply– Support

• Process support tooling

Interface of processes to• Other processes• Task descriptions (-> Job descriptions)• ICT requirements


INTRODUCING THE CASE


Goals• Improve PartnerNet (Operational Excellence)

– Workflow for content management– Add collaboration on Lead Management, Account Management

• Reduce in-house development, replace by commodities– Stop ASP development– Customize using .Net 2.0

• Look at collaboration needs

• Get in-house experience with LCS/OCS– Integration with MS-Office 2007– Integration with SharePoint 2007


Existing situation• Home-build platform for intranet/extranet/internet

– 250 topics– 1500 users– 5000 documents

• Since 1998 steady flow of ‘function points’• Support for

– Product management– Marketing– Sales– Product support– Customer support

• Well appreciated intranet


Intranet


Intranet (menu)






• Well appreciated intranet• Channel management in same home-build platform


Channel management






• Well appreciated intranet• Channel management in same home-build platform

• Less appreciated Partnernet


Business case• One intranet & extranet site for staff and partners

– Workflow– Security– Collaboration

• Increase process support with new tools

• One Year• 500k (expenses)


ICT Goals in Operational Excellence• Higher value of investment in applications• Shorter time to market of new applications• From 100% ‘Make’ to ‘Buy commodities’• Use market expertise• Increase up-time of critical applications

• Create Roadmap for all process redesigns• Create DTAP policies• Create experience with outsourced development• Create Architecture process with Business


ABOUT THE SOLUTION


Design principles

• Use SharePoint for content management– Access per platform accreditation– Team site per channel

• Use MS-CRM for collaboration on lead management– Using CRM authorization system

• Use MS-CRM for delegated extranet management• Use Active Directory for authentication• Create Master Catalogue (SQL) for future enhancements• Continue home-build platform for smooth migration


Design principles

• Best of breed scenario– In house systems integration?

• Applications with partner data increasing– Synchronized?

• Amount of partner data increasing– Related?

• Need for decreasing effort and throughput– Manual effort?


Design decisions

• BPM process to connect application silo’s– Enterprise Data Bus

• BizTalk to operate BPM process– .Net 2.0 + Visual Studio 2005


Design decisions

• Web services for

– Manipulating branches, groups and users in Active Directory

– Manipulating team sites, users, resources in SharePoint

– Manipulating partner data in Master Catalogue (SQL)

– Manipulating partner data in legacy ShareNet (SQL)

– Creating BU + users in CRM


Message flows• Create partner• Update partner• Delete partner

• Create user• Update user• Delete user

• Add (partner) sales accreditation• Add (user) professional certification


Design• On condition account in CRM will get

– Dedicated SharePoint teamsite– ERP Master Data– A.D. security group

• On condition contact in CRM becomes user in – A.D.– Master Catalogue (SQL)– Legacy system– SharePoint– CRM (BU authorization structure)


Supply chain processes

Vendor house systems

BusinessNet

CRMOrderPortal

SupportPortal

PRM

Prophix

Master Catalogue – Partners - Contacts & UsersA

ctiv

e D

irect

ory

IFS I.T.E.

BizTalk - PRM

partnerboarding

productboarding

marketinglead

generation(pre)sales

supplychain

service &support

xml


Create Partner message flowCRM BizTalk A.D. web service

1. CreateNewPartner(CrmAccountGuid)

Active Directory

2. CreateNewSubBranch

3. CreateNewSubBranch

4. SubBranchCreated5. SubBranchCreated

(AdBranchName)

xNet db

6. CreateNewPartner

7. NewPartnerCreated(xNetChannelId)

MOSS web service MOSS

8. CreateSiteForPartner

11. SiteCreated(MossSiteUrl)

12. CreateNewBu

13. BuCreated(CrmBuGuid)

9. CreateSiteForPartner

10. SiteCreated

Master CatalogueIFS MD NECP Employee Contract Manager

16. CreateNewPartner

17. NewPartnerCreated

18. YouCanUseBusinessNet

20. SendMailToCompleteMasterData

21. DataCompleted22. FinishAddingPartner

(IfsCustomerNo)

23. UpdateStatus

24. StatusUpdated

25. AddCustomerNo

26. CustomerNoAdded

27. YouCanMakeOrders

14. CreateNewPartner

15. NewPartnerCreated

19. GetEmailOfNecpEmployee

UpdatePartnerCrm

AddPartner

This can be long-running process

CreateBu


BENEFITS


Benefits

• Reducing workload– Combining Customer Relations data with Extranet management– No separate efforts for user management in other systems

• Increasing throughput– Throughput ‘boarding’ reduced from 4 weeks to 2 minutes

• Increased quality of data– Applications use same basic data– Basic data is real-time up-to-date– Immediate syndication to Data Warehouse

• Increased productivity– Customer data in Master Catalogue available for add-on

applications


BPM Conclusions

• BPM Architecture is business management (rather than ICT)

• BPM Design is interface to ICT

• Technology available for advanced solutions (ESB, Services Orientated Applications)

• Keep design away from ‘technology optimizations’– Implement, test, train the real business process


Project experience• Attention to

– Governance– Exception handling– Disaster recovery– Secure access for sales partners

• Boundary conditions– Migrate running operation

• DTAP– essential for integration testing & acceptance

• User acceptance– Translate business process again

• Integration testing– Many involved– Configuration management

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