ECT 589

1
ECT 589

• Mobile Enterprise
• Part I

2
Agenda

• Components of Mobile Enterprise
• Mobile Enterprise Applications for CRM and SFA
• Case Marriott International
• RFID Trends and Issues

3
Components of Mobile Enterprise
4
Planning Issues on Mobile Enterprise

• 1. What are the key mobile investment decisions
  an enterprise must make to support business
  process fusion and real-time enterprise in 2008?
  
• 2. What rules can enterprises employ to correctly
  invest in the coming mobile adoption wave?
• 3. What is the technology sweet spot for
  mobility that makes the biggest impact on the
  enterprise workforce?

5
Business Process Fusion and Mobility

• Mobile components are key because
• Multiple end-to-end processes involved
• Boundary crossing
• Span operational and management processes
• Agility ? explicit process definition (design
  time) BPM (runtime)
• Process improvable
• Creation of new states/statuses higher levels
  of visibility
• Application composition (? system integration)
• Handle structured and unstructured data
• Strategic to gain business advantage

6
Business Process Fusion Spans Processes
Corporate Performance Management
Mobility affects all processes in value chain
Suppliers Services
Customers
Perform Planning
Produce Products
Manage Customers

• Faster service
• Better information
• Lower costs

• Faster orders
• Better information
• Lower costs

Develop Products
Deliver Products

• New and improved products
• New channels and markets
• Reduced inventory

• Lower costs
• Better cross-selling
• Easier customer acquisition
• More profitable customers
• Better service

• Higher productivity
• Lower costs
• Reduced inventory
• Improved quality

• Faster to market
• New product functionality
• Easier regulatory compliance
• Better design

• Lower costs
• Faster delivery
• Reduced inventory
• More responsive

Provide Support Services

• Easier communications
• Lower costs
• Faster decisions
• Improved recruitment
• Better staff development

• Faster reports
• Shared knowledge
• Easier regulatory compliance
• Better staff development

Value Chain
7
Enterprise Adoption of Mobile Applications
U.S. Adoption of Mobile Applications Fall 2003
Video/Imaging
Production/Pilot
ERP Inspections
Assessing
ERP Manufacturing
Inactive
SCM/Logistics
ApplicationCategory
ERPII/EAM
CRM Field Service
CRM SFA
RFID
Mobile E-Mail/PIM
Mobile IM/SMS
0
20
40
60
80
100
of Enterprises
8
Four Classes of Mobile and Wireless Investment
Class
Recommendation
Applications
Plan for enterprisewide mobile e-mail by 2007,
pilot machine to machine in 2004
Higher impact, easily scaled
E-mail, voice, SMS, machine-to-machine, group
voice
Field service, fleet mgmt., supply chain
(visibility, routing, tracking), warehouse,
predictive and preventative maintenance,
healthcare point of care
Prioritize investment in 2004 increase
investment in integration brokers and other
architectural enablers
Higher impact, scaled with difficulty
Instant messaging, enterprise WLAN (horizontal
applications), WLAN hot spots, business to
consumer
Treat as tactical, and continue measured
investment through 2005
Lower impact, easily scaled
Lower impact, scaled with difficulty

Treat as tactical investments, place more
scrutiny on technology and ROI
Sales force automation, hospitality, healthcare
operations
9
Wired Bandwidth More Cost-Effective Than
Computing, Wireless Closing the Gap ...
Speed of adoption, technologies (e.g.,
broadband, fiber, WWAN, WLAN) varies by
country, region!
100,000
Processor Frequency
10,000
1,000
Equivalent Software Load
100
10
1
1985
1987
1989
1991
1993
1995
1997
1999
2001
2003
2005
2007
2009
Compute cheaper than bandwidth
Bandwidth cheaper than compute
Full images stored Thin is in! Central copies of
data Centralization for scale advantage Consolidat
ed Application on many, little servers
Terse data expanded on use GUI processing at
client Local copies of data Consumer location
matters Distributed centers Application on few,
big servers
10
The Trade-Offs of Mobile Computing
PIM
Mininotebook
PDA
Tablet PC
Smart-phone
Blackberry
Pager
Notebook
Phone
Portability
Functionality

• Sit Down Computing
• Data-centric
• Content generation
• CPU-driven
• Screen required

• High Availability
• Voice and/or data
• Viewing/reviewing
• Light response
• Query

11
Professional Desktop Migration PathsDiversity
Abounds!
5
5
65
55
20
90
35
2
10
3
2005
pre-1998
2008
12
Mobile Component Building Blocks
Collaboration
Composite Applications
Business Process Modeling
3rd-Generation Multichannel Access Gateways
Simulation Tools
Multimedia
Managed Diversity
Portal Servers
Development Platforms
2nd- Generation WAGs
Profile Management
Transformation
Management Platforms
Link Management
Transaction Sync
Push
Packaged Solns
Offline Platforms
Online Platforms
1st Gen.
Browsing
Thin Client
E-Mail Sync
DB Sync
PIM Sync
File Sync
Scripting
Voice
13
Wireless and Mobile Application Hype Cycle
Visibility
Key Time to Plateau
Wi-Fi Hot Spots
WirelessNumber Portability
VoIP Wi-Fi
Java 2 Platform, Micro Edition
Wireless Metropolitan-Area Networking
BREW
Wireless IM
Smartphones
SMS
Wireless Local Loop
SIP-BasedPush to Talk
MMS
MultichannelGateways
Wireless Application Gateway
Wireless E-Mail
WirelessWeb/Portals
Wireless Audio/ Video Streaming
Location-Aware Services
As of May 2003
Smart Dust
VoIP Wireless WAN
Technology Trigger
Peak of Inflated Expectations
Trough of Disillusionment
Slope of Enlightenment
Plateau of Productivity
Maturity
14
Multiple Channels, Multiple Client Architectures
A Continuum of Choices
Full OS and Full Apps., Distributed Local
Data, File System/LAN Access, Multipoint Data Sync
Server-Based Apps., Remote Display
Dynamic Network Splitting and Component
Distribution of Full Applications
Slim
Thin
Thick
Intermittently Connected Ad Hoc Online/Offline
Online User Interface
Rich Local, Offline Capability
.NET(cf)
ODADS
HTML and Legacy Graphic Terminal 3290, VT240
Java J2ME, BREW Persistent Applets
HTML WAP xHTML Media Plug-Ins/ Applets
WTS
Conventional Applications e.g., MS Office
Citrix
Full OS Full Apps. Configured as Server
15
Delivery Technology Continuum of Change
ODADS ISVs
Thin-Client Complexity Increasing Over Time
NCSA Mosaic
Function- ality
Motif
neWS
PC Remote Control
MS Remote Assistant
Thin-Client Frame of Reference Is Moving
3274 5150 VT240
ANSI
2000
2004
Pre-1988
2008
1996
1992
16
Thick Thin Slim
On-Demand Application Delivery System (ODADS)
Apps. Server
Streaming Server
Web Server App.
ODADS Client

• Strengths
• Delivered as needed
• Central management
• Client-side execution
• Works over 56 Kbps to 128 Kbps bandwidth
• Rich experience
• Can support Java, Windows, WTS and .NET

• Weaknesses
• Scalability unknown
• Vendor viability
• MS commitment
• Requires ODADS client
• Cost of deploying ODADS platform

17
Wireless and Mobile Networking Hype Cycle
Visibility
Key Time to Plateau
Wi-Fi Protected Access
Less than two years Two to five years Five to 10
years More than 10 years Obsolete before Plateau
Wideband Code Division Multiple Access
Bluetooth Networking
Mesh Networks
General Packet Radio Service
Wi-Fi 802.11b
Wi-Fi 802.11g
CDMA2000 1xRTT
Enhanced Data Rates for Global Evolution
CDMA2000 1x EV-DO
Wireless PDA
4G Wireless Technology
BroadbandWireless Access
Ultrawideband
Wi-Fi 802.11a
CDMA2000 1x EV-DV
Bluetooth Cable Replacement
As of May 2003
Ad Hoc Networking
802.15.4
Technology Trigger
Peak of Inflated Expectations
Trough of Disillusionment
Slope of Enlightenment
Plateau of Productivity
Maturity
18
Key Wireless Networking Protocols 2004 to 2008
WWAN
Cdma 1xRTT
GSM-GPRS
1xEVDO
(Cellular)
1xEVDV
GSM-EDGE
MAN
Proprietary Fixed Mesh
(Metropolitan)
W-CDMA
802.16, WiMAX
WLAN
802.11b
802.11 a,b,e,g,h, i,f,n
(Campus)
PAN
(Personal)
1,000 KM
Bluetooth
1 KM
802.15.4
Adjacent
100M
10M
UWB
Near Field, Active RFID Passive RFID
1M
Range
Proprietary PAN
PMR
TETRA
GSM-CSD, Motient, Mobitex, CDPD
19
Mobile Worker Location Profiles
Mobile Worker Locality Profile
At Home
100
On the Road
80
On Campus
Percentageof TimeSpent Mobile
At Desk
60
40
20
0
Mobile Worker Class
20
Mobile Workers in the Real-Time Enterprise Cog
or Clog?
Mobile E-Mail
Time Tracking
Mobile Instant Messaging
Location Awareness
Geo-Fencing?
Paging
Voice Mail
Mobile Voice
Always On
21
Recommendations
Link Mobile Investment to Five Key Business Unit
IT Activities

• 1. Identification and Justification
• Use RTE Framework
• Adopt Metrics Now
• 2. Business Process Change
• Business Process Fusion
• End-to-End Process Mapping
• Business Process Outsourcing
• 3. Integration Competency Center
• Investment in SOA, Integration Brokers
• Investigate On-Demand App. Delivery
• Reconsider Distributed Computing Model
• 4. Workforce Preparedness
• Mobile Work Style Management
• Policies
• 5. Networking Evolution
• Real-Time Infrastructure
• Model New RTE Bottlenecks

22
Mobile Enterprise Applications for CRM and SFA
23
Impact of Mobile and Wireless Applications
Higher impact, scaled with difficulty
Higher impact, easily scaled
Public Safety
Supply Chain Visibility, Routing, Tracking
300 200 100 50 40 30 20 10 0
Warehouse
EAM Prevent Maint.
Delivery
Utility Field Service
B2B Field Service
Healthcare Caregiver
WWAN Voice 11
Fleet Mgmt.
WWAN Voice 1Many
Business Impact Annualized ROI
Parcel Delivery
Mobile E-Mail(PDA, Phone)
Manufacturing
B2C Field Service
B2G Inspections
M2M Fixed Operations
Mobile E-Mail (Notebook)
SMS/paging
Construction Mgmt.
Insurance Claims Adjustment
Healthcare Operations
Enterprise-Grade Mobile Messaging
Sales Force Automation
Financial Services
Mobile IM
WLAN VoIP
Hospitality
ROI-Driven
Commercial WLAN Hot Spots
Campus WLAN
B2CMMS Imaging
VOI-Driven
VOI- and ROI-Driven
B2C Transactions
B2CMobile LocationServices
B2C Browsing
Lower impact,scaled with difficulty
B2C MMS Imaging
Lower impact, easily scaled
Per User Customization Effort and Support Costs
Low/Moderate
High
24
Critical Issues

• What mobile foundation technologies will have the
  greatest impact on CRM?
• How can organizations assess the benefits of
  mobility and make wise application choices
  accordingly?
• How should applications be designed to adapt to
  the proliferation in choices?

25
Mobile Device Innovation
Consumer

• Market Trends
• Fashion is still key
• Annuity handset revenue
• Nokia N-Gage console
• Asian manufacturers

• Technology Trends
• Color, polyphonic sound
• Imaging, video, cameras
• Game technology
• M-commerce hardware

• Java everywhere
• Form-factor proliferation
• Slow Bluetooth deployment

• Greater competition (e.g., Dell Computer,
  Microsoft)
• Fragmentation, not convergence

• Integrated WLAN
• Microsoft .NET grows
• 1GHz, PDA by 2005
• Tablet PC

• Microsoft and Symbian battle for corporate mind
  share
• No single standard corporate device

Corporate
26
Mapping Devices to Work Styles
Forms
Alerts
Power
Message
Knowledge
27
PDA Platform Wars
Worldwide PDA OS Market as of 3Q03
Platform Comparison 1Q04
Symbian RIM Win CE Palm OS
Others RIM Win CE Palm OS
E-Mail Capability
Device Diversity
Enterprise Application Platform
Manufacturer Diversity
0
20
40
60
Strong
Weak
28
Hot Spot or Not?

• Hot-Spot Type Session Usage, Offering?
• Unauthorized 0 No QOS, risks
• Public, free 0 No QOS
• Commercial venue 2.50-10 Selective
• Premium venue 10-30 Selective
• Private campus 10 Review partners
• Neighborhood ? Unproven model

-
?
?
?
?
?
29
Mobile CRM Data Costs
Monthly Mobile Data Needs
Choices
WLAN Hot Spots
40-500MB
Managed Service Providers
15-60MB
2-15MB
WWAN Voice and Data
0.2-5MB
lt200KB
30
Mobilized Customer InteractionsThe Value of
Real-Time Information
Shortened Cycle Time
Accurate Synthesis
Mobile-Supported Customer Interaction
Availability, Value of Collected Information
Accurate, Efficient Capture
Location
Context-Awareness
Customer Interaction
Skills- Based Routing
Partial, Unformatted Information
Inefficient, Inaccurate Capture

Time
31
Assessing Mobile Productivity Gains
Data Capture

• Reduced cycle times for SCM, ERP business apps.
• CRM in real time
• Reduced labor collection costs

Errors
Effort/ Cycle Time
Omissions
Time Lag
Frozen Data
Before
After
Before
After
Before
After
Before
After
Before
After
Information Dissemination

• Reduced CRM SCM, ERP, cycles and cost
• Improved customer service

Omissions
Time Lag
Inaccuracies
Redundancies
Before
After
Before
After
Before
After
Before
After
Collaboration

• Reduced project execution times
• Improved customer service
• Better decision inputs

Time Lag
Responsiveness/ Customization
Effort/ Cycle Time
Risk
Before
After
After
Before
After
Before
After
Before
32
Mobile Enterprise ApplicationsKey
Characteristics
Information-Rich
Easy to Use
Nice to Have
Input-Appropriate
Voice-Capable
Context-Aware
Video
"Bookmarkable"
Personalized
Untethered Peripherals
iAvenue Wireless
Actionable
Show all deals with Union Bank for scanners gt 50
closing this qtr
___________
GO
GO
Show all deals w
Your request
Must Have
Discoverable
Digital Images
Unified Messaging
Legible
Accounts
"Clickable"
Contacts
Events
Location
Localized
Offline
AAA
Session-Secure
Presence
Device-Secure
Synchronized
Opportunities
Tasks
Inventory
Secure

One-to-Many Enablement
Network-Cost- Appropriate
Info Push
Multimodal
Remote Updates
Always-On
Session- Persistence
Remote Diagnostics
Immediate
OTA-Programmable
Cost-Effective
AAA Authentication, Access, Authorization
33
Mobile CRM Case Briefs Field Service

• 200 field service technicians
• 3,000 properties
• Averaging 11,000 work orders monthly

• ISV/WAG
• Customized field service application
• 4GL workbench
• Mobile application life cycle management

• First-generation solution
• Technicians used four devices HP Jornadas 720
  Pocket PC with Verizon CDPD
• Project break-even Eight months, 239 percent
  increase in worker productivity
• Second-generation solution
• Converged Samsung i700, migration to Verizon
  1xRTT network
• Utilization up with better WWAN
  performance/coverage
• Extension of application to include versioned,
  marked-up digital images
• Anticipate 75,000 per month in additional
  networking savings

34
Justification Case Study Consumer Goods Mobile
SFA

• Situation
• U.S. operational presence
• More than 250 sales representatives,two product
  lines
• More than 750 million in sales
• Clipboard-based solutionwith batch
  synchronization, 40 days between sales visits
• Key issues stale inventory inventory
  combinationcollection is tedious, costly and
  error-prone
• Solution
• WAN CDMA 1xRTT, GSM/GPRS 80/month
• Offline, caching capabilities
• Ruggedized Pocket PC PDA with barcode (in store)
• Standard Pocket PC PDA (sales office)

35
Justification Case Study Consumer Goods Mobile
SFA

• Total Benefit of Ownership
• Accuracy (greater than 20 percent)
• Increased 3.5 sales calls/day tofive, leading to
  partner/customer satisfaction (value on
  investment)
• Order fulfillment cycle30 percent reduction
• Inventory replenishmentfurther back-end
  application adjustments needed
• Fulfills competitive necessityin top regions

• Total Cost of Ownership
• Application server
• System integration and development of business
  application connectors
• Wireless application gateway
• Devices
• Network management
• Security
• Provisioning and training
• Monthly airtime

Initial Project Cost 1.1 million
Monthly Net Benefit 123,000
36
Mobile Enterprise Application Platforms
Flexibility vs. Complexity
Architectural
Multichannel Multitier Multimodal
Tactical
Multichannel Access Gateways
Application Tool Suites
ISVs With WAGs
Flexibility
APS WithMobile PointExtensions
System Integration Mobility Toolkits
MobilePortals
Packaged MobileSolutions
MobileMiddleware
Carrier Service Delivery Platforms
MobilePoint Solutions
Mobile ASPs
E-Mail/ Groupware
Thin
Simple Difficult
Complexity of Development and
Deployment