kpmg-rsgtraining-04rsgv2productplan-經(jīng)營管理-文庫吧資料
2025-05-20 08:40本頁面
【正文】 entory information 5. Customer support incidents and details Personal Information Management ?Calendar ?Contacts ?Email Doc /Location Doc20343/SVO 15 Initiative Details – Mobile Service ? Down time reduction for service personnel ? Increase in new business acquisition activity ? Increase in operational efficiency ? Improve customer satisfaction levels ? Greater consistency in identifying and meeting customer needs ? Enhancing tactical decisionmaking capability ? Enhanced ability of other functions ( Manufacturing) to adjust to shifting scenarios ? Reducing overall operational costs ? Service Personnel ? Customer Support ? Management ? Manufacturing ? Of primary and basic importance as field service personnel increasingly require realtime access to variety of information ? Important in creating a mechanism that provides targeted decision support ? Important in developing a system that can ensure Management control In critical outsourced operations ? Chief Customer Support Officer ? Chief Sales/Marketing Officer ? CTO ? Existence of a wirelinebased process/system for service and support, which can be upgraded wirelessly ? Empowermentbased decision making Value proposition Key Beneficiaries Sponsorship Criticality of initiative Dependencies (Preceding) ? Buyin for wireless methods from sales force ? Wireless decision support system Dependencies (Succeeding) Doc /Location Doc20343/SVO 16 Initiative Portfolio Analysis – Mobile Applications Business Criticality HIGH LOW Practice Innovation HIGH LOW THE INTERNET VALUE MATRIX[SM] Inter Value Matrix[sm] is a servicemark of CISCO Systems. Operational Excellence Breakthrough Strategies Rational Experimentation New Fundamentals A – Mobile Service B – Mobile Sales C – Mobile Purchasing D – Mobile Executive E – Mobile Workforce B C A E D Doc /Location Doc20343/SVO 17 Client Project Portfolio o Core Projects ? Device evaluation and selection ? Build wireless munication infrastructure ? Mobile enable Field Service ponents of CRM package ? Implement transcoding solution ? Experience engineering ? Build offline data access capability/sync mechanism o Related Technology Projects ? Customer data consolidation ? Enterprise application Integration ? Business Intelligence system Project Portfolio – Mobile Service Doc /Location Doc20343/SVO 18 Project: Mobile Enable CRM the CRM page ? Implementation of wireless enabled CRM solution / upgrade of CRM solution to support wireless transactions** ? Implementation of a transcoding solution / XML Scripting tags ? Implementation of additional web servers for munication with WAP server ? Integration to existing CRM database ? Security measures for different access levels Mobile enable the existing CRM solution Wireless enabled CRM architecture to support access of service information XML scripted service information Accessing customer information by specific instance Reduction in service force down time Increased operational efficiency Implementation Effort Required Main initiative: Mobile enablement of Field Service Major Functionality Delivered Pilot 1 month Business Requirement s 34 weeks Technical Design: 2 weeks Implementation time: 4 5 weeks User Acceptance
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