Service Process Innovation: Changing the Playing Field

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Service Process Innovation Changing the Playing
Field

• Avron BarrAldo Ventures, Inc.
• Custommerce 2005, Agra

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A Familiar Diagram, but
People
Technology
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The Process Perspective
IT Infrastructure ACD, WFM, IVR, ASR Knowledge
Systems, Web Self-Service Process Analytics,
Monitoring, Modeling
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Process Management

• Business Objectives
• Where is the business advantage to be had?
• Instrumentation
• Measure workers, processes, technology, and
  customer
• Analytics
• What data actually tell the story?
• Monitoring
• Dashboards and alarms anticipating problems
• Modeling
• Capture the complexity of multiple, overlapping
  processes
• Transfer processes definitions between
  organizations

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Process Innovation

• FedEx answers your calls
• Jet Blue answers your call in their pajamas
• Innovation is possible only when the fundamental
  business processes are well understood and well
  managed.
• Innovation can be evaluated only when the
  fundamental processes are measured.

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Process Innovation is Supported by New Agile
Information Systems

• Enterprise technology infrastructure is in place
• Agile, component-based ERP and CRM systems
• Interoperability standards
• Service-oriented and model-based architecture
• Global connectivity
• New technology and new solutions will continue to
  change the game

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125 Years of Telecommunications
First Telephone Exchangein New Haven
IVR, Wireless, VoIP
Self-Service(Rotary Dial)
Touchtone
1878
1940
1980
2000
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Powerful Forces Converge
Savvy Investment Capital
World-Class Expertise in Enterprise Software
Supportive Habitat for Software Entrepreneurs
India
Hot Local Market for Innovative Software
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Predictions Preparations

• Many of you will be personally involvedin a new
  wave of contact center and back office process
  innovation.
• Trust your in-depth knowledge of this business
• Co-invention is key in enterprise software
• Invest now in state-of-the-art IT infrastructure
• Develop trusted relationships with IT suppliers
• Encourage risk takers
• India will reshape the global SW industry, again

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Questions?
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Habitat for High-Tech Startups
Law Firms

Marketing Consultants

Financial Institutions

Accounting Firms

PR Firms

Advertising Firms

Temporary and
Entrepreneurs


Contract Workers
Real Estate Agents



Innovative Ideas

HR Search Firms

Business, Professional


Civic Organizations

Seed Capital

Mobile Workforce

Business Consultants

Government Agencies
and Policies

Equipment/Supplies Vendors

Technical
Educational and
Consultants

Research Institutions