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1983 Electronic Engineering degree – University of Bologna1984 joined IBM Sales & Services1993 Italian Automotive Field Business Unit Executive1996 on international assignment in the office of Ned Lautenbach, Senior VP & Group Exec, Global Sales and Services, IBM Corporation1998 GM of Industrial Sector Sales for Latin America~$400M revenue with ~70 sales professionals2000 leader of e-business solutions for South Europehardware/software/services integration2001 joined IBM Global Serviceshead of Operations for ~$3B service business (acquisitions, marketing, resources management, solutions design, contracts & negotiations)2003 Partner, Business Consulting Services for Industrial Sector, South Europe~500+ services professionals: consulting, systems integration and application development
Relationships were transformed: Customers and supplierse-Commerce e-Commerce
$26.4B in 2002, up 4% YTY$26.4B in 2002, up 4% YTY
$11.6B from ibm.com, up 3%$11.6B from ibm.com, up 3%
Customer Relationship ManagementCustomer Relationship ManagementCost avoidance from e-Support in 2002: ~$600M, up 17% YTYCost avoidance from e-Support in 2002: ~$600M, up 17% YTY
60% of “Call-Me’s” result in sales60% of “Call-Me’s” result in sales
FulfillmentFulfillmentApplications reduced by 42%Applications reduced by 42%
70% of PC orders “touchless”70% of PC orders “touchless”
An enterprise whose processes --integrated end-to-end across the organisation and with key partners, suppliers and customers -- can respond with speed to any stakeholder demand, market opportunity or external threat.
We used to call this the “advanced” phase of e-business
Improved supply chain management in 2002:$2.5B in hardware costs$1.5B in customer solutions procurement in support of IGS$1.1B in general procurement
Improved supply chain management in 2002:$2.5B in hardware costs$1.5B in customer solutions procurement in support of IGS$1.1B in general procurement
Center for On DemandSupply Chain ResearchCenter for On DemandSupply Chain Research
Sense and respond to customer demandEnd-to-end integration of processes and systems33,000 connected suppliers$39B of IBM’s cost and expenseClient satisfaction doubled
Sense and respond to customer demandEnd-to-end integration of processes and systems33,000 connected suppliers$39B of IBM’s cost and expenseClient satisfaction doubled
World’s most advanced chip-making facilityDevelopment and manufacturing combinedFirst chip-making plant to run on LinuxSense and respond touchlessCustomers can track manufacturing processSuppliers can access remotely to diagnose
problems and make repairs
World’s most advanced chip-making facilityDevelopment and manufacturing combinedFirst chip-making plant to run on LinuxSense and respond touchlessCustomers can track manufacturing processSuppliers can access remotely to diagnose
problems and make repairs
On demand manufacturing:Cycle time improved by 35%Process yields up to 2 points higherDirect labor spending 50% lower than previous 200mm facility
On demand manufacturing:Cycle time improved by 35%Process yields up to 2 points higherDirect labor spending 50% lower than previous 200mm facility
Employees #1 source of information68% view w3 as critical to doing jobOver 7,000 Web conferences with over 42,000 participants each month48% of employee trainingCost avoidance from e-learning: $750M over past two years
Employees #1 source of information68% view w3 as critical to doing jobOver 7,000 Web conferences with over 42,000 participants each month48% of employee trainingCost avoidance from e-learning: $750M over past two years
IT service provided on demand to IBM and customersApplication processingStorage
Consumption-based billingAdvanced systems managementProvision, allocate and deallocate resources dynamicallyMaximize sharing and utilization of resourcesAutonomically manage resources as a poolHandle workload surges
IT service provided on demand to IBM and customersApplication processingStorage
Consumption-based billingAdvanced systems managementProvision, allocate and deallocate resources dynamicallyMaximize sharing and utilization of resourcesAutonomically manage resources as a poolHandle workload surges
Potentially significant reduction in cost of operations is expected: target of 10 to 40 percent improved productivity
Potentially significant reduction in cost of operations is expected: target of 10 to 40 percent improved productivity
…materially improve our clients' business effectiveness through expert application of technology...by delivering services that help clients to reduce operating costs, transform the way they run their business, and expand into new markets.