DISRUPSI TEKNOLOGI di PERPUSTAKAAN - lib.ugm.ac.idlib.ugm.ac.id/download/materi kegiatan/2018/Andang_Perpustakaan... · SEMINAR NASIONAL PERPUSTAKAAN di ERA PASCA DISRUPSI UGM Yogyakarta,

SEMINAR NASIONAL

PERPUSTAKAAN di ERA PASCA DISRUPSI

UGM Yogyakarta, 13 Maret 2018

ANDANG ASHARI, ST, MMDirector BPM & Global BusinessINFOMEDIA

1INTRO: INFOMEDIACompany Profile & Portfolio, Solution

2WHAT: DIGITAL DISRUPTIONTransformation Case Study, Challenges on Library, Generation Fact

3WHY: DIGITAL TRANSFORMATION Opportunity, Disruption Fact, Disruption is Everywhere

4HOW: SUGGESTION FOR LIBRARY Exploring Market, Ideas to Consider

CRM ITSM ESS

Customer Contact Center (CCC)

Services Operation Center (SOC)

Shared Services Center (SSC)

Center for Marketing and Sales Support

Standard SOP and Script for Customer Handling

Usually Dedicated Resources

Center for Technical Operation and Support

Escalation Handling for Incident Management

IT Infrastructure Library -based operation, using Service Management Framework

Center for Back Office Transaction (HR, FA, GA & Procurement)

Process & regulation Expertise (HR, FA)

Shared Resources, Platform and Facility

KPO - ANALYTIC AS A SERVICES

PT Infomedia Nusantara is subsidiary of PT Telekomunikasi Indonesia Tbk (TELKOM)

Market leader in Indonesia domestic contact center by 36% market share

VISION:

To Be The Leading Player in Business Process Management Services in The Region

MISSION:

1. To create values for our stakeholders by providing excellent and competitive BPM services

2. To be the role model BPM company

PORTFOLIO:

INFOMEDIA PROFILE

1INTRO: INFOMEDIACompany Profile & Portfolio, Solution

2WHAT: DIGITAL DISRUPTIONTransformation Case Study, Challenges on Library, Generation Fact

3WHY: DIGITAL TRANSFORMATION Opportunity, Disruption Fact, Disruption is Everywhere

4HOW: SUGGESTION FOR LIBRARY Exploring Market, Ideas to Consider

INFOMEDIA TRANSFORMATION

CLIENTS200+

SITES20 CITIES

EXPERIENCES30+ YEARS

LANGUAGES6

INTERACTION400+ MIO/ YEAR

SEATS~ 8 K

20 K workforce across nation……transform to digital BPO, where economic of speed

is now more relevant

… from People Intense to Technology Intense

Case Study: Answering the disruption …

DISRUPTION PHENOMENA

CHALLENGES on LIBRARY

HOAX due to low literacy and tsunami of social media

Search Consume Share

Find reading article or information

Enjoy the reading activity

Discuss the content of the information

BYOD is the changing the game

Main impact to library is LOW VISITING RATE and LOW ACCESS RATE

INFORMATION EXPLORATION

GENERATION MATTERSGen Y or Millennial is in the key position in disruption, they make up the demographic tsunami that will permanently change the library and information landscape

Born

Want more choices in their products and services

Impatient but somehow lazy

Play video games more often than watching TV

Digital natives but read less

Better education yet narcissist

Don’t want to work like their parents

In short, demanding and preferring learning experientially

1INTRO: INFOMEDIACompany Profile & Portfolio, Solution

2WHAT: DIGITAL DISRUPTIONTransformation Case Study, Challenges on Library, Generation Fact

3WHY: DIGITAL TRANSFORMATION Opportunity, Disruption Fact, Disruption is Everywhere

4HOW: SUGGESTION FOR LIBRARY Exploring Market, Ideas to Consider

OPPORTUNITYCongrats !!! Yogyakarta literacy is among TOP3 in Indonesia…

Source: PwC CEO Pulse 2016

DISRUPTION FACTDigital Economy and Experience Marketing …

… non digital-oriented institution will be left behind. Only those who adapted to trend, will survive

RETAIL DISRUPTIONAfter AMAZON GO live in Seattle, 22 Jan 2018, WeChat of China will soon be ready for BingoBOX, utilizing IOT COMPUTER VISION technology to recognize the grocery items and heat map area

RETAIL DISRUPTION – Robotic Shopping Cart, JD China

1INTRO: INFOMEDIACompany Profile & Portfolio, Solution

2WHAT: DIGITAL DISRUPTIONTransformation Case Study, Challenges on Library, Generation Fact

3WHY: DIGITAL TRANSFORMATION Opportunity, Disruption Fact, Disruption is Everywhere

4HOW: SUGGESTION FOR LIBRARY Exploring Market, Ideas to Consider

GENERATION MATTERSPresent and future member of library

Millennial Gen ZGen X

Existing active member Prospects and future member

ROBOTIC CONVEYOR

AUGMENTED REALITY

AUGMENTED REALITY

DRONE DISTRIBUTION

5C SUGGESTION: LEISURE MARKETING

• Book collection suits target generation

• Simple search, reading, sharing for mobile

• Higher visit

• OTT Mobile

COLLECTION

• Providing hi-speed connection

• Adopt Bring Your Own Device

• Higher satisfaction

• Augmented Reality

CONNECTION

• Creativity in space design to support collaboration

• Adopt concept of Coworking Space

• Smart Room

COLLABORATION

• Free flow of coffee would be perfect

• Self service vending machine

• Higher duration

• Virtual Office

COFFEE

• Engage proactively with community as knowledge hub

• Higher purpose

• Data Analytic & Insight

COMMUNITY