Connected Enterprise is not just about Connectivity · ASIA CUSTOMER SUMMIT 2019 8-9 July, 2019 | Kuala Lumpur, Malaysia Connected Enterprise is not just about Connectivity Dr Joseph

ASIA CUSTOMER SUMMIT 20198-9 July, 2019 | Kuala Lumpur, Malaysia

Connected Enterprise is not just about ConnectivityDr Joseph Leung

Programme Director

The Hong Kong Polytechnic University

© 2015 Epicor Software Corporation© 2015 Epicor Software Corporation

2ELEVATE | ASIA CUSTOMER SUMMIT 2019 © 2019 Epicor Software Corporation

Agenda

► Introduction► Why Connected Enterprise ?► What is a Connected Enterprise ?► Level of Maturity of a Connected Enterprise► Your Next Steps

ELEVATE | ASIA CUSTOMER SUMMIT 2019

Introduction



The World is Changing



► Industry analyst IDC predicts “that over 40 percent of manufacturers will have enterprise-wide digital transformation initiatives in place by 2021, and 2024, more than 60 percent of manufacturing organisations will rely on Artificial Intelligence (AI) platforms to drive digital transformation across the supply chain, leading to productivity gains of more than 20 percent.”

► This digitally driven evolution is enabled by the rise of Digital Transformation.

Introduction



What is Digital Transformation ?Organizations Adapt To Changes In Their Ecosystem By Leveraging Digital Technologies To Create Digitally Enhanced, Customer Centric Business Models

Create New Customer

Experiences

GenerateNew Revenue

StreamsRapidly Respond

To Changing Conditions

Improve Operational Efficiencies



Digital Transformation



Six Stages of Digital Transformation


Why Connected Enterprise?



► According to KPMG’s study, today’s customers are connected; they are demanding, empowered and informed with unlimited information and choice.

► 38 percent of CEOs say they are not leveraging digital as a means to connect to their customers as effectively as possible.

► This new environment has created a fiercely competitive marketplace where brands must transform rapidly to meet evolving customer expectations.

► Disruption has become pervasive; challenging business models, legacy products and entire industries. Even the most highly regulated markets and companies are no longer immune.




► Too many organizations are focused on solving their front-office issues without aligning their middle and back offices to execute and deliver on their customer promise.

► They’re facing obstacles like customer data that’s buried in different business units, products and pricing that vary across channels, and supply chains that can’t meet the commitments made to customers.




► To survive and thrive, organizations must continually understand and manage the expectations of their customers — as well as the partners who engage those end customers — and create differentiated experiences that go beyond multichannel interactions.

► These expectations span four key experience attributes: • 1. Brands must be perceived as trustworthy, attractive and differentiated from

their competition. • 2. Products and services must be relevant, transparent and consistent. • 3. Customers’ interactions with a company must be personal, seamless,

frictionless and timely. • 4. A company’s people must be truly customer-centric: knowledgeable,

reliable and empowered



What is a Connected Enterprise?



► A truly connected enterprise links production assets and enterprise IT to deliver contextualised information and operational intelligence that improves productivity and performance across the entire value chain, from suppliers to customers.

► By bringing together, data analytics and automated control across the factory and the warehouse, and intelligently converging these insights with customers’ and suppliers’ requirements, companies can respond to changes and challenges faster.

► This allows companies to reduce costs, improve customer satisfaction, increase revenue, and gain market share.




► Equipment and devices are transformed into intelligent assets capable of reporting a wealth of production information including diagnostics and energy.

► For example : The connection of people and processes via technology allows executives and their continuous-improvement teams to implement real-time dashboards and tools that boost productivity and profits.



Level of Maturity of a Connected Enterprise



Level of Maturity / Capabilities of a Connected Enterprise



Level of Maturity / Capabilities of a Connected Enterprise



5 Stages to The Connected Enterprise

Ideally, each stage should be assessed, designed and implemented with the others in mind. However, you can initiate the process by entering the stage most appropriate for your organization and your unique needs.


Your Next Steps



► 1. Understand how you are performing today.

► Consider several dimensions:

• What are your customers telling you about the services and products you are delivering to them — are they promoters, satisfied, profitable? If not, where is the breakdown occurring?

• How is your organization performing on each of the eight capabilities of a connected enterprise?

• To what extent is the business ensuring the eight capabilities are working together to provide a seamless experience for the customer?

Your Next Steps



► 2. Define the customer experience your business wants to deliver

• Based on a clear understanding of the voice of the customer, the marketplace including competitive and comparative practices and experiences, and the economics of these experiences on your existing and target customers.

Your Next Steps



► 3. Identify the necessary requirements for delivering the appropriate customer experience

• Using the eight capabilities of a connected enterprise and understand where there are gaps in your company’s ability to execute today.

Your Next Steps



► 4. Develop a road map for closing the connected enterprise gaps.

• Create a detailed business case for each initiative, with clear linkages to desired value and required capabilities.

Your Next Steps



► 5. Execute the plan and continually monitor your progress

• From your customers’ perspective, the economics of the experiences delivered and your competitive positioning.

Your Next Steps


THANK YOU

Documents

Connected Enterprise is not just about Connectivity · ASIA CUSTOMER SUMMIT 2019 8-9 July, 2019 | Kuala Lumpur, Malaysia Connected Enterprise is not just about Connectivity Dr Joseph