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The transformation of leadership
1. Tomorrowland of Leadership
How Today´s Healthcare Leaders are Increasing tomorrows Customer Satisfaction and
Companies Value by Smarter Integrated Cognitive Solutions (SICS)
http://www.pinterest.com/fjonker/tomorrowland-of-leadership/
Business & Technology Leadership
in Healthcare supported by IBM Watson
Friedel Jonker, IBM Software Client Leader, December 2013
Š 2013 International Business Machines Corporation
2. Focus on Data
Build Cognitive Services
Adopt Cognitive Centric Models
Š 2013 International Business Machines Corporation
3. IBM Watson ushers in a new era of computing . . .
System
Intelligence
Cognitive
Programmatic
Tabulation
Punch cards
Time card readers
1900
Search
Deterministic
Enterprise data
Machine language
Simple outputs
1950
Discovery
Probabilistic
Big Data
Natural language
Intelligent options
1
2011
. . .enabling new opportunities on an Business & Technology optimized architecture.
Š 2013 International Business Machines Corporation
4. A look behind the scenes at the ultimate in compute intensive
Cognitive Big Data architecture
System Specifications
IBM Portfolio Category
2880 Processing Cores
Content
Analytics
90 IBM Power
Systems 750
Servers
Business
Analytics
16 Terabytes Memory
(RAM) â 20TB Disk
Big Data
80 Teraflops (80
trillion operations
per second)
Databases &
Data
Warehouses
Workload Optimized
Systems
In the past 5 years IBM has spent over $14B in
analytical acquisitions and $6B in R&D annually
Š 2013 International Business Machines Corporation
5. New !!! IBM Watson Engagement Advisor
What it does:
How it does it:
Transforms client engagement by
knowing, engaging and empowering clients
where they are
Answers questions and guides users
through processes with plain-English
dialogue
Develops client relationships by
reaching out to clients who do not leverage
traditional channels
Leverages natural language to interact
with users and build knowledge and
expertise
Empowers consumers and contact
center agents to take informed action with
confidence
Utilizes evidence evaluation and
learning to provide informed and
effective responses to users
Š 2013 International Business Machines Corporation
6. IBM Watson Engagement Advisor deployment cycle
Upload content &
add Q&A pairs
Ready
⢠Identify content
⢠Develop Q&A
training set
Add content and
Q&A pairs
Configure
⢠Configure &
adapt for use
cases
⢠Validate UX
Teach
⢠Auto. ingest
documents
(PDF, HTML,
etc.)
Migrate pilot instance to
production. Full production
Q&A pairs
Pilot
⢠Test &
evaluate
Run
Extend
⢠Utilize Watson
in production
⢠Expand corpus
⢠Utilize Watson
in new domains
IT
Developer
Executive
SME
Automated
content ingestion
tools
IT
Developer
Toolkit allows
building custom
UIs
SME
Q&A pairs used
for training &
improved
accuracy
IT
Developer
Activity Monitoring
Tools assess
results and provide
recommendations
End
User
WCEA End User
UI
SME
Tight
integration
with existing
infrastructure
or stand
alone offering
Configure / Deploy Cycle = 6 Weeks target
Š 2013 International Business Machines Corporation
7. The transformation of Leadership in Healthcare
has just begunâŚ
Unnecessary
procedures
Health
Unsustainable
costs
Plans
Inconsistent prices
Aging Populations
Healthcare Reform
Population Management
Regulation
Accountable Care
Individual
Disease complexity
Care Providers
Highly targeted therapies
Shortage of MDs
Š 2013 International Business Machines Corporation
8. Rich data and advanced technologies are the fuelâŚ
90%
of the worldâs data
was generated in
the last two years
80%
New and
numerous
data sources
EHRs, Labs, Genetic
Biomarkers, BioMonitoring, New
Targeted Therapies,
Claim History, Family
Histories, Patient
Preferences
New
platforms
Collaborative and
mobile
technology
platforms
facilitate a holistic
view of the
individual and
enable new ways
to coordinate care
delivery
of the data is in an
unstructured form
31.7%
expected CAGR in
the big data
marketplace*
Analytics
innovations
Advanced analytics like
IBM Watson apply reasoning,
and complement tools that
surface patterns and
anomalies
Evidence-Based,
Precision,
Personalized,
Patient-Centered
Medicine
*IDC Worldwide Big Data Technology and Services 2012-2016 Forecast, December 2012
Š 2013 International Business Machines Corporation
9. The pace of âBig Dataâ is acceleratingâŚ
1 Billion
$500 Billion
4X
projected health-related
apps downloaded a year
by 2016
avoidable annual costs by
improving medicine
adherence
people over 60 unable
to care for themselves
by 2050
IBM Global Technology Outlook - 2012
Š 2013 International Business Machines Corporation
10. The future will look very differentâŚ
Health Plans
Accountable
Care
Providers
Cognitive
Medical
Decision
Support
Tools
Care Providers
EHRs, Labs, Genetic Biomarkers,
Bio-Monitoring, New Targeted
Therapies, Claim History, Family
Histories, Patient Preferences,
Clinical Trials, Drug Disclaimers,
Medical Evidence
Š 2013 International Business Machines Corporation
11. The volume is overwhelming and the language is complex
Diseases
Medications
Symptoms
Modifiers
Š 2013 International Business Machines Corporation
12. IBM Watson can help address the challenges of healthcare
1 Understands natural language,
including medical guidelines,
publications and clinical notes
Generates and
2 evidence-basedevaluates
hypotheses
to improve patient care
3 Adapts and learns from
interactions and outcomes
Š 2013 International Business Machines Corporation
13. Watson is a massively parallel system
Learned Models
help combine and
weigh the Evidence
Evidence
Sources
Inquiry
Primary
Search
Inquiry/Topic
Analysis
Answer
Scoring
Evidence
Retrieval
Candidate
Answer
Generation
Inquiry
Decomposition
Hypothesis
Generation
Hypothesis
Generation
Models
Deep
Evidence
Scoring
Hypothesis and Evidence
Scoring
Hypothesis and Evidence
Scoring
Synthesis
Models
Models
Models
Models
Answer
Sources
Models
Final Confidence
Merging & Ranking
Responses with
Confidence
Š 2013 International Business Machines Corporation
14. Watson is trained to understand, discover and learn
Learned Models
help combine and
weigh the Evidence
âIngestâ relevant data across a
Evidence
broad domainSources
to create a repository
Inquiry
Answer
Sources
Understand an
Primary
ambiguous
Search
English language
inquiry
Answer
Scoring
Candidate
Answer
Generation
(e.g. Patient Case)
Inquiry/Topic
Analysis
Evidence
Retrieval
Models
Models
Train and Adapt
Models
through Models
Machine
Models
Learning Models
Deep
Evidence
Scoring
Find evidence to
support responses
Inquiry
Decomposition
Hypothesis
Generation
Hypothesis and Evidence
Scoring
Generate potentially
relevant responses
(e.g. Treatments)
Hypothesis
Generation
Synthesis
Final Confidence
Merging & Ranking
Rank responses with
âconfidenceâ factors
Hypothesis and Evidence
Scoring
Responses with
Confidence
Š 2013 International Business Machines Corporation
15. Training Watson for Healthcare
Health and
Wellness
Clinical Treatment
Options
Guidelines and
Policies
Medical
Terminology
Watson first needed
to learn basic
medical terminology
Watson is taught
how to adjudicate
medical requests
subject to policies
and guidelines
Watson begins to
learn how to
understand a patient
case and identify
candidate treatment
options and relevant
supporting evidence
Watson will broaden
its base of medical
knowledge and
deepen its
understanding of
data relevant to
patient health
Š 2013 International Business Machines Corporation
16. Initial Watson for Healthcare Solutions
IBM Watson Case Advisor â Beta
Provides deep patient case insights and key details
IBM Watson Expert
Advisor
WellPoint Interactive Care
Insights (for Oncology)
IBM Watson Care
Advisor â TBD
Scientists
Clinicians
Patients
Assist with identification,
investigation and validation
of new therapies
Assist in identifying
individualized treatment
options for patients
Assist in post procedure
and on-going care
Accelerate Research
and Insights
Improve Diagnosis
and Treatments
Enhance Coordination
of Care and Outcomes
WellPoint Interactive Care Guide and Care Reviewer
Streamlines authorization of procedures and ensures adherence to care guidelines
Š 2013 International Business Machines Corporation
17. The Watson for Healthcare Ecosystem
Governments
Home health
agencies
Education
Physicians,
nurses and
practitioners
Social
programs
Hospitals
NGOs
Public
health
Therapists
Individual
Health
plans
Medical devices
and
diagnostics
Biopharmaceuticals
Family
Employers
Š 2013 International Business Machines Corporation
18. Watson enables three classes of cognitive services
Ask
⢠Absorb and leverage incredibly vast amounts of data
⢠Ask nuanced questions for greater insights
⢠Understand questions in our natural language
Discover
⢠Find deep rationale for given answers
⢠Request additional information to improve responses
⢠Move from basic search to Discovery
Decide
⢠Ingest and analyze domain sources
⢠Generate evidence-based decisions with confidence
⢠Learn with each new action and outcome
Š 2013 International Business Machines Corporation
19. The future of healthcare will be different
Baby boomers retire daily
Mobile devices world-wide;
1B+ of them smartphones
Active Facebook, Twitter,
and YouTube accounts
âItâs too hardâ
Intolerance of mass-market,
impersonalized approaches
% top performers
integrating analytics for
better insights
âYou donât know meâ
Need the right information in the
right place at the right time
âYouâre not connecting with meâ
Social / mobile replacing PC/web for quick,
easy answers but 75% of self-service fails
Š 2013 International Business Machines Corporation
20. Innovative
Business & Technology Leaders
are
Driving the Next Level of Customer
Engagement with Cognitive Computing
3 Takeaways
1. Customer expectations about engagement are
changing dramatically
2. IBM Watson enables transformational
engagement
3. Innovators are leveraging this disruptive
technology now
Š 2013 International Business Machines Corporation
22. IBM Software Group,
Friedel Jonker, Software Client Leader
Retail & Consumer Products
Career History and Education
2008-
today
IBM, SCL Retail & CP, Germany, Business Development
Manager IBM & SugarCRM, SCL Travel & Transport,
Business Development Manager Analytics & PM,
Managing Consultant CRM & BI
1994-
2008
Deutsche Leasing AG, S-Finance Group, Germany, CRM
& BI Business and Program Director
1990-
1994
Citicorp-Citibank AG, Germany, European Manager
Marketing Database VISA
1989-
1990
Ogilvy & Mather Dataconsult, Germany, Consultant
Database Marketing
1988-
1989
Infas, Germany, LOCAL-Direct Project manager for SRPM
with Location Intelligence (LI)
1982-
1988
University of MĂźnster, Master of Business Management in
Marketing & Statistics
Languages and Profile
German, English (fluent).
CRM, BI/LI Strategy Leader IBM GBS Germany.
Winner of the Sales Excellence Award 2005 from the University
of St. Gallen and Handelsblatt.
Broad experience in Planning and Implementing value based
CRM & BI/LI Strategy, Processes, Architecture and Systems.
Member of the MIT, Member of the Sales Executive Councile and
member of Marketing Alumni, University of MĂźnster, Germany
Š 2013 International Business Machines Corporation
23. Summer Session 2013 related information
More on: http://pinterest.com/fjonker/boston-harvard-and-mit/
Š 2013 International Business Machines Corporation
24. ReferencesâLiterature and Presentations 1994-2013
Database Marketing (1994-2000)
â˘
Neue Informationsqualität fßr das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994
â˘
Leadership durch Informations- und Lernsysteme, in: Know-how, Schumann Unternehmensberatung AG, April 1996
â˘
Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.
CRM (2001-2007)
â˘
Von Database Marketing zum CRM, in: Computerwoche, 19/2001
â˘
Mit intelligentem Database Marketing und CRM zu Ăźberdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin
â˘
Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003
â˘
McKinsey, Handbuch StrategischensManagements, Kapitel 3, Innovation und Wachstum, Wachstum durch innovative Produkte, Gabler 2003
â˘
Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Februar 2003
â˘
Konflikte zwischen Vertrieb und Vertrag lĂśsen, in: Praxismagazin fĂźr Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff
â˘
CRM und Sales -2 Seiten einer erfolgreichen Verbindung, im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005
â˘
Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle Customer Snapshot Juli 2006
â˘
CRM als strategisches Element der wertorientierte UnternehmensfĂźhrung der Deutschen Leasing AG -7P Programm fĂźr erfolgreiche CRM-Programme â
Position_Path_Portfolio_Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007
â˘
Case Study CRM bei der DL, in Kundenmanagement âGrundlagen-Strategien-Beispiele von Manfred Krafft, März 2007
Multichannel Customer Management (2008-2010)
â˘
Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008
â˘
Business Intelligence und Performance Management in der Finanzverwaltung, IT & Business Messe Stuttgart, October 2009
http://fjonker.wordpress.com/2009/10/12/it-business-cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes
â˘
Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009
Integrated Realtime Corporate Management (2010-2011)
â˘
Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Salesforce.com Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence
Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010
â˘
Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010
â˘
Integrierte Echtzeit Unternehmenssteuerung âIBM Synergy Play, SAP-DSAG NĂźrnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut fĂźr BI Stuttgart,
Dezember 2010
Social Business, Social CRM and Cloud (2011-2012)
â˘
Die Rolle von Analytics fĂźr Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011
â˘
SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012
â˘
Social Collaboration and Social CRM in the Secure Cloud today, bwcon: Dialog @IBM 2012, Ehningen, April 2012
Retail & Consumer Products (2013)
â˘
IBM Future of Retail & Consumer Products 2013, Frankfurt, Barcelona, Geneva, March 2013
â˘
IBM Social Business Strategy 2013, Frankfurt, March 2013
Š 2013 International Business Machines Corporation
25. Friedel Jonker
Dipl.-Kaufmann
Software Client Leader
Retail & CP
IBM Software Group
Wilhelm-Fay-Strasse 30-34
D-65936 Frankfurt
Phone (+49)-69-6645-1227
Fax (+49)-69-6645-5640
Mobile (+49)-160-9638657
Jonker@de.ibm.com
More information from IBM and me. Look at Xing, Linkedin, Youtube,
Twitter, Scribd, Slideshare, Lotus Greenhouse and Pinterest.
http://pinterest.com/fjonker/
Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU MĂźnster),
Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT),
Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.),
Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD)
Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM),
David Croslin, Rawn Shah (IBM), Sandy Carter (IBM)
and other leading Thinkers and Practitioners have already done it.
Business is People âş
Selection of Companies on my Networks:
3M, Agfa Healthcare, Amadeus, American
Express, Ameriprise,
Booz & Company, Capgemini, Citigroup,
Daimler, Deutsche Bank, Deutsche Telekom,
Deloitte & Touchee, EDEKA, Ernst & Young,
IBM, IMS Health, Kaufland, Kaisers, LIDL,
Lufthansa,
McKinsey, Nestle, Nokia, OBI, O2, P&C, REWE,
Samsung, Sears, Siemens, Swisscard,
Tengelmann, Thomas Cook, TUI, Vodafone,
Volkswagen and more. âş
Š 2013 International Business Machines Corporation
26. IBM has a rich portfolio of capabilities to help you to drive your client value and
your business value
Need
Engage
customers,
citizens and
employees as
individuals
Capabilities
Commerce
Enterprise Content Management
Enterprise Marketing Management
Need
Capabilities
Speed delivery
of new products
and services
Application Infrastructure
Business Process Management
Procurement
Connectivity, Integration and
Service-Oriented Architecture
Smarter City Operations
Application Lifecycle Management
Social Collaboration
Product and Systems Development
Talent and Workforce Management
Enterprise Modernization
Unified Communications
Expert Integrated Systems
Web Experience
Capitalize on
big data to know
and act
Big Data
Business Analytics
Data Management
Use cloud to
drive strategic
change
Asset and Facilities Management
Cloud and IT Optimization
Enterprise Endpoint Management
Data Warehousing
Information Integration
and Governance
Engage anyone,
anytime,
anywhere
Mobile Development and Connectivity
Mobile Insights and Analytics
Mobile Management and Security
Protect the
brand and
future
Application Security
Data Protection
Identity and Access Management
Infrastructure Protection
Security Intelligence and
Compliance Analytics
Š 2013 International Business Machines Corporation
27. IBM Integrated Software Solutions Portfolio
Software Solutions Group
Business
Analytics
Social
Business
Industry Solutions
Commerce
Enterprise
Content
Management
Portal
Commerce
Enterp.
Marketing Man.
Š 2013 International Business Machines Corporation
28. IBM Investments to drive Customers & Clients Value
2012
⢠$16B+ in 30+ Acquisitions Since 2005
Compensation & Sales Performance Management
Supply Chain Optimization
⢠10,000+ Technical Professionals
⢠7,500+ Dedicated Consultants
Price & Promotion Optimization
⢠Largest Math Department in Private Industry
Advanced Security Analytics
Risk and Regulatory Analytics
⢠27,000+ Business Partner Certifications
Social Analytics/Consumer Insight
⢠8 Analytics Solutions Centers
Workload Optimized Systems
⢠Optimized hardware and software offerings
Advanced Case Management
⢠100 analytics-based research assets;
almost 300 researchers
Content Analytics
Decision Management
Stream Computing
Pervasive Content
pureScale
pureXML
Deep Compression
Developer Productivity
Autonomic Operations
2005
Š 2013 International Business Machines Corporation
29. New IBM Acquisitions complement and enhance our ability to deliver value to clients
Turn information into
insights
Financial risk management
Information Optimization
Financial governance Governance, compliance,
risk management
Master data management
Sales Performance Mgmt.
Data and document capture
Deepen engagement
with customers,
partners, and employees
B2B integration,
Web analyticsCloud-based analytics
Deliver enterprise
mobility
Mobile computing platform
Enable agile business
processes and
applications
Business Need
Social enterprise
Threat
management
Procurement and
analytics
sourcing
Enterprise marketing
management
Cust. Experience
Mgmt.
Optimize business
infrastructures
Data warehouse appliances
BPM for LOB
Enterprise asset management
Accelerate product and
service innovation
Cloud integration
Network automation
Endpoint management
Software testing
for complex systems
Manage risk, security, and
compliance
*acquisitions since 2010
Security intelligence
Š 2013 International Business Machines Corporation
30. Recent IBM acquisitions help to Engage customers, citizens and employees as
individuals. Business is People âş
Commerce
Selling, order mgmt, supply
chain mgmt | 2010
Data & document capture | 2010
Big Data mining for improved information economics | 2013
Enterprise Content Management
Document image viewing | 2013
Legal & information governance | 2010
Enterprise Marketing
Management
Procurement
Social Collaboration
Smarter City Operations
Talent and Workforce
Management
Pricing, promotion and product mix optimization | 2012
Web analytics | 2008
Customer Experience Management | 2012
Enterprise marketing mgt. | 2010
Procurement and contract
management | 2012
Small business server
solutions | 2008
Intelligence analytics
2011
Hosted, multilingual e-mail service | 2009
Social enterprise management | 2011
Talent and Workforce
Management | 2012
Š 2013 International Business Machines Corporation
31. And IBM Mobility Apps for Social Business, Commerce and Business
Intelligence & Analytics makes you independent from your workplace
More: http://de.scribd.com/collections/4317939/MIT-IBM
Š 2013 International Business Machines Corporation