1. ©2012 LHST sarl
How can you use enterprise
technologies to improve
organizational performance?

2. ©2012 LHST sarl
What is our organizational focus?
What are we trying to improve?
What knowledge do we need to
capture?
What can we leverage to improve
the system?
How will we measure the results?
Focus Improve Knowledge Leverage Measure
Organization Processes Explicit Transactions Efficiency
Intro Value ApproachReality Concerns

3. ©2012 LHST sarl
•What is the frame (beliefs, prejudices,
experience) that determines what we see?
•Which figures are important (what do they
mean, how can we compare them, how do
they provide a call to action)?
•What determines the horizon (one, two or
three point perspective of where we need to
direct our attention)?
•What is the role of the Oracle (in this case
technology) : to do it for us,? tell us what to
do? to provoke discussion?
Intro Value ApproachReality Concerns

4. ©2012 LHST sarl
Intro Value ApproachReality Concerns

5. ©2012 LHST sarl
To help us understand the motivations, experience and objectives of the
internal and external clients of the organization
 ROI
 Real time data
 ...
Stockholders
 Competition
 “made in” “made by”
 ...
The State
 Peu de barrières d’entrée
 Acquisitions, OPA...
Partners
 Loyalty
 Real costs
 ...
Clients
The Enterprise
 Mobility
 Empowerment
 ...
Employees
Intro Value ApproachReality Concerns

6. ©2012 LHST sarl
Intro Value ApproachReality Concerns

7. ©2012 LHST sarl
Intro Value ApproachReality Concerns

8. ©2012 LHST sarl
Intro Value ApproachReality Concerns

9. ©2012 LHST sarl
Intro Value ApproachReality Concerns

10. ©2012 LHST sarl
Intro Value ApproachReality Concerns

11. ©2012 LHST sarl
 The financial perspective (enterprise
resource planning)
 The logistics perspective (supply
chain management)
 The client perspective(client
relationship management)
 The community perspective(social
media)
Intro Value ApproachReality Concerns

12. ©2012 LHST sarl
ERP SCM CRM
History MRP Total Quality
Management
Client contact
systems
Measure Quantitative
Static
Quantitative
Dynamic
Qualitative
Perimeters Inside a firm Between firms Between firms
and clients
ROI 5 to 7 years 1 to 3 years 6 months to 1
year
Intro Value ApproachReality Concerns

13. ©2012 LHST sarl
Market Share Analysis: ERP Software
Worldwide, 2012
Intro Value ApproachReality Concerns

14. ©2012 LHST sarl
Gartner, 2010
Intro Value ApproachReality Concerns

15. ©2012 LHST sarl
Market Share Analysis: Customer
Relationship Management Software,
Worldwide, 2012
Intro Value ApproachReality Concerns

16. ©2012 LHST sarl
Intro Value ApproachReality Concerns

17. ©2012 LHST sarl
Objectifs
Actions Résultats
Technologies
CultureOrganisation
• The obstacles are technology, process
and corporate culture
• The solution is to modify one of
several of these elements to enrich the
« customer » experience
• It is not a question of the quantity of
the data but of the quality of the
conversation.
“The gap between our objectives, our
actions and results continues to
grow…”
Intro Perspective MirrorValue Deliverables

18. ©2012 LHST sarl
Intro Value ApproachReality Concerns

19. ©2012 LHST sarl
Business value comes from how technology allows
a firm to better understand its internal and
external clients.
Today’s success stories are firms that have used
internet technologies :
 to improve production and logistics
 finance (
 human resources, and
 marketing).
Intro Value ApproachReality Concerns

20. ©2012 LHST sarl
Intro Value ApproachReality Concerns

21. ©2012 LHST sarl
L. SCHLENKER
L. SCHLENKER
L. SCHLENKER
Intro Value ApproachReality Concerns

22. ©2012 LHST sarl
L. SCHLENKERL. SCHLENKERL. SCHLENKER
Intro Value ApproachReality Concerns

23. ©2012 LHST sarl
L. SCHLENKER
Interfaces using “batch” operations
L. SCHLENKERL. SCHLENKERL. SCHLENKER
Intro Value ApproachReality Concerns

24. ©2012 LHST sarl
• A unique data model
• Data dictionnary
• Single data base
Intro Value ApproachReality Concerns

25. ©2012 LHST sarl
Intro Value ApproachReality Concerns

26. ©2012 LHST sarl
Intro Value ApproachReality Concerns

27. ©2012 LHST sarl
What is our organizational focus?
What are we trying to improve?
What knowledge do we need to
capture?
What can we leverage to improve
the system?
How will we measure the results?
Focus Improve Knowledge Leverage Measure
Organization Processes Explicit Transactions Efficiency
Intro Value ApproachReality Concerns

28. ©2012 LHST sarl
•What is the frame (beliefs, prejudices,
experience) that determines what we see?
•Which figures are important (what do they
mean, how can we compare them, how do
they provide a call to action)?
•What determines the horizon (one, two or
three point perspective of where we need to
direct our attention)?
•What is the role of the Oracle (in this case
technology) : to do it for us,? tell us what to
do? to provoke discussion?
Intro Value ApproachReality Concerns

29. ©2012 LHST sarl
Intro Value ApproachReality Concerns

30. ©2012 LHST sarl
Intro Value ApproachReality Concerns

31. ©2012 LHST sarl
Intro Value ApproachReality Concerns

32. ©2012 LHST sarl
Traditional
Enterprise
1.Normalized Transactions
2.Single-Owner
3.Generalized Interfaces
4.Applications
5.Synchronous
6.Tightly Coupled
1.Multiowned
Transactions
2.Single Owner
3.Personalized
Interfaces
Business Community
Matthew J. Dovey
Intro Value ApproachReality Concerns