【正文】 to analyze trends ? The ability to transmit missions to Payroll Call Center Training ? The ability to conduct online training ? The ability to track Help screens accessed by employees ? The ability to access the test campaign set up to conduct ICOM training Channel Management ? The ability to define features of a new sales channel (who, what, where, how and why) ? The ability to configure or establish business rules, application logic, user functionality, system interfaces, and process flows to support a new channel 44 Component prototyping/implementation User Interface Business Logic Data base ?Screens ?Views ?Applications ?Objectives ?Rules ?Components ?Tables ?Columns WHO WHAT WHERE HOW Organization Data Tools Process Sponsor Executive Designer Builder 45 Customer Sales amp。 Service Application (CRM) Customer Service Request Show Merchandising (RETEK) Item Item CRM Objects Information Warehouse Customer History IVR Customer Order System (Edify) Channel Campaign Shipment Order Show Planning (SPT) Show Fulfillment (MOVE) Shipment Financial Systems (PeopleSoft) Accounts Order Management (Custom) ICOM ?Stores Customer history ?Provides trend data ?Source for O/B campaigns ?Master database for ITEM data ?Maintain inventory data ?Maintain pricing, variants, etc ?Maintain Show data ?Stores Customer history ?Provides trend data ?Source for O/B campaigns Customer Loyalty ?Tracks Financial data ?Aggregate Revenue data ?Call Center User Interface ?Add Customers/Place Order ?Payments (CC, KA$H, Loyalty, etc) ?Customer Service ?Maintain Order States ?Manage Order Workflow ?Update Financial Systems ?Subscription Triggers ECommerce Systems (ISN, short shopping, etc) Customers Marketing Functions (CRM) ?Campaigns ?Loyalty Mgmt ?Reporting Call Center Mgmt (CRM) ?Agent Performance ?Reporting User/ Agent data Item History Show History Solution/ponent architecture 46 Integrated systems approach Planograms: ?IRI ?Intactix ?ACNielsen Decision Support: ?Business Objects ?Brio ?Sagent Syndicated Data: ?IRI ?ACNielsen ?Market Metrics Order Processing: ?IMI Promotion Simulation: ?Custom Solution ?IRI ?ACNielsen Trade Information Product Information Promotion Information Demand Planning: ? I2 Technologies ? Manugistics ? Syncra ERP: SAP Oracle JDE CRM 47 User Interviews Functional Requirements Initial Market Scan 8 Vendors 22 Vendors 4 Vendors 2 Vendors RFI distributed Detailed Functionality Matrix Gap Analysis Vendor Scripts/Demos User Testing Functionality Testing Performance Testing Final selection CRM Vendor eBusiness/CRM package selection 48 Component prototyping/implementation Business Requirements Prototype Solution Architecture User Review Labs Configuration Discovery Data Mapping Configured Prototype Control Group EIM Setup Conversion Routines Feedback Validation Feedback 49 Lesson learned ? Solution vendor mitment to EBusiness products ? Enterprise/Integrated Solution, not point solution ? User participation, buyin amp。 ownership/Change Enablement ? Start with strategy articulation/business requirement ? Partnership/Roles amp。 Responsibilities clearly defined ? Effort = Interface2 + Conversions2 + Customizations2 勤業(yè)的方式與特色 51 勤業(yè) /Arthur Andersen提供全球性的專業(yè)管理顧問服務(wù) To be the partner for success in the New Economy Partner: Working with people rather than for them, door open to join venturing。 partnering with our people as well as our clients. Success: Success as defined by the client rather than specifically defining the oute as wealth creation, shareholder value, etc. New Economy: The new world of business that has evolved and the new munity that works in it. 52 Refer to the Arthur Andersen Architected Solutions section of the appendix for a detailed description of this approach. Arthur Andersen Architected Solutions Methodology 53 未來 現(xiàn)況 落實(shí)執(zhí)行 組織文化與變革流程 領(lǐng)導(dǎo)團(tuán)隊的領(lǐng)導(dǎo)力與承諾 個人與團(tuán)隊能力 變革促動結(jié)構(gòu) 溝通策略 組織設(shè)計與績效管理 變革願景 變革準(zhǔn)備度 … and transformed by Change Enablement 問題與討論