Programma Presentatie Alcatel 19 mei 2000 Delft Institute for Information Technology in Service Engineering 1. Toelichting op DITSE: H. Bouwman 2. Web enabled call center: mw. J. Beumer 3. Multichannel Coordination: mw. T. van Diepen 4. Mobiel: - M-commerce business models: H. Bouwman - Content Providers UMTS - Service Providers UMTS 5. Quality of Service in wereldwijd IP-netwerk: J.P. van Best
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Programma Presentatie Alcatel 19 mei 2000 Delft Institute for Information Technology in Service Engineering 1. Toelichting op DITSE: H. Bouwman 2. Web.
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Programma Presentatie Alcatel
19 mei 2000
Delft Institute for Information Technology in Service Engineering
1. Toelichting op DITSE: H. Bouwman
2. Web enabled call center: mw. J. Beumer
3. Multichannel Coordination: mw. T. van Diepen
4. Mobiel: - M-commerce business models: H. Bouwman
- Content Providers UMTS
- Service Providers UMTS
5. Quality of Service in wereldwijd IP-netwerk: J.P. van Best
Delft Institute for Information Delft Institute for Information Technology in Service EngineeringTechnology in Service Engineering
Ministeries van VROM, Binnenlandse Zaken, Defensie en Ministeries van VROM, Binnenlandse Zaken, Defensie en Landbouw, Natuurbeheer en Visserij. Landbouw, Natuurbeheer en Visserij.
Belastingdienst.Belastingdienst. KPN Research.KPN Research. ING Bank.ING Bank. Nationale Nederlanden.Nationale Nederlanden. CMG.CMG. Politie Amsterdam en Haaglanden.Politie Amsterdam en Haaglanden. Luchthaven Schiphol.Luchthaven Schiphol.
Web enabled call centers met application sharing
Effecten op efficiency en effectiviteit
Joyce Beumer
Outline presentatie
Waarom application sharing? Wat is application sharing? Ontwikkeling vanuit verschillende
disciplines Factoren die application sharing
beïnvloeden Testen Hypothesen
Waarom application sharing?
Case: revalidatiecentrum voor visueel gehandicapten
– lange reisafstanden– lange opnames– lange wachttijden om computer te leren
bedienen Vraag: hoe kunnen deze nadelen worden
vermeden?– Observaties van klanten en hulpverleners– Conclusie: telefonisch contact en delen
beeldscherm cruciaal Oplossing: web enabled call center met
application sharing.
Wat is application sharing?
De mogelijkheid voor twee of meer personen die op fysiek verbonden computers werken om gegevens van elkaar te zien en te kunnen manipuleren.
gebruik van application-sharing draagt bij aan de efficiency van de communicatie en effectiviteit van taakuitvoering Nadere specificatie hypothesen naartechnologiesoort taaksoort gebruikeromgevinghet introductieproces
Multi-channel coordination
Tonja van Diepen
Multi-channel distribution as an organization problem
24-hour economy
individualization
increasingcustomer demands
deregulation
technologicaldevelopment
MARKET
internal organizationdistribution channels
• people• resources• technologies
Adapting the internal organization to a customer-oriented multi-channel strategy
What are the main issues?
By no means a lack of alternatives to approach the market through electronic distribution channels.
However: insufficient attention for the need for changes in the internal organization.
Multi-channel distribution: more complicated than adding new channels and related processes.
The addition of new (electronic) distribution channels has important implications for processes and organization structure in (financial)institutions.
As a result, there is need for new forms of coordination to support the new customer-oriented multi-channel strategy.
Traditional service model:• standard products• mass market• single-channel distribution
Need for new service model:• diversified products • individual customer• multi-channel distribution
Financial services sector dynamics
Payments
back- offi ce
front- offi ce
customer
...
callcenter
callcenter
callcenter
maIl
maIl
maIl
pc
bankIng
internet
internet
Savings Mortgages
branch offi ce / intermediary
Independent developmentof different channels
Problems in provision of services:
• inconsistencies in information about the customer• inconsistencies in information supply to the customer
Financial services sector dynamics
Observations from practice:problems recognized
different (and sometimes even conflicting) information throughdifferent distribution channels
no sharing of information between distribution channels
different access-, security-, and authorization method, differentphone numbers
each channel has its own marketing and IT policy, its ownsales and customer service organization, etc.
...
Payments Savings Mortgages ...
back- offi ce
front- offi ce
cc
cc
cc
brancheoffi ce
generalcall
center
pcbanking
internet ...
B
HS
X X X
customer functionsmid- offi ce
Need for changes inthe internal organization
New forms of coordination
Directions for improvement
Problem of coordination
Coordination between the dimensions of products, distribution channels and customers
Coordination between different distribution channels and related processes
Coordination of entire process over front-office, (mid-office) and back-office
Coordination within one distribution channel between different products
Four areas of attention:
Translation to a new process architecture:main issues
Lack of insight in processes and process organization
Changes in front-office used to be leading; back-office process changes as a reaction (instant removing of bottlenecks)
Strong product orientation needs to be removed from the presently available processes, there is need for new dimensions for distribution channels and customers
Need for flexibility in process organization
Need for quick insight in necessary adaptations to anticipate new changes
Need for designing a new process architecture, based on different “considerations” (e.g. efficiency versus flexibility, generic versus specific organization of processes, …)
Traditional situationproduct A
Adding new distribution channelsproduct A
channel A channel Cchannel B
Efficiency objectiveproduct A
channel A channel Cchannel B
channel 1 channel 2 channel 3
customer segment 1
customer segment 2
customer segment 3
channel 1 channel 2 channel 3
customersegment
customer segment 2
customer segment 3
customer segment 1
customer segment 2
customersegment 3
Flexibility objectiveproduct A
Overall purpose: building blocks
Searching for generic and specific building blocks for designing a (flexible) process architecture to support
a customer-oriented multi-channel strategy
Next steps
Extend research in other sectors
Develop concepts for process building blocks
Mobiel-drieluikM-commerce business models
E-commerce modellen geëvalueerd voor GSM
Content Providers
Rol Content Providers bij UMTS
Service Providers
Toegevoegde waarde van Service Providers in UMTS waardeketen
E-commerce modellen
geëvalueerd voor GSM
M-commerce business modelInternet E-commerce modellenBrokerage modellen
Weaknessno operating expertisesmall brand nameno infrastructuresmall customer base
strategic option UMTS reseller
Fixed indirect access operator
Strengthsales experienceexpertise in operating circuit switch infrastructurebackbone infrastructureoperational deep pockets
Weaknessno experience in operating mobile infrastructuresmall brand namesmall customer base
strategic option UMTS indirect access
ISP’s
Strengthsales experienceexperience in operating packet-switched networkservice development experiencewell-established brand namelarge customer baseoperational contacts with content providers and VAS (electronic payment
Weaknessno experience in operating mobile infrastructure
strategic option content broker, portal & MVNO
Mobile switchless reseller
Strengthsales experiencelarge customer baseaccess to distribution channelsagreement with mobile operators