deeper

IBM Business Consulting Services

Going deep to real business value.Leveraging the depth of knowledge and experience of IBM Business Consulting Services

The Internet and e-business technology

2

changed the way you did business.

You used these powerful forces to improve processes and create

effi ciencies in your organization. It was tough sometimes, but the

rewards made it worth it. The state of the global economy also

changed the way you did business. So you did what you had to

do, and you survived. But now you’ve moved beyond change

and survival to discovering the real value in your business.

Beyond the obvious and the ordinary to market share and real

competitive advantage. Beyond the hype and the buzzwords

to the future of your business. But, where do you go to fi nd a

partner to help you get there? To help you make the critical con-

nection between a thoughtful business strategy and innovative

technical implementation?

You go deeper. To IBM Business Consulting Services.

3

Deeperin resources.We are now sixty thousand strong. IBM

Business Consulting Services, the com-

bined former PricewaterhouseCoopers

Consulting and IBM Global Services

organizations, brings to the table years

of virtually unparalleled experience

implementing e-business engagements

for customers all around the world.*

Today, we are able to provide more

depth, more insight and more industry

expertise than ever before.

Deeperin solutions.

We leverage the breadth of IBM

technology solutions to implement

new on demand business solutions

for today’s rapidly changing business

environment—e-business on demand™

solutions that lead to increased choice

in how you acquire new capabilities, as

well as a clearer understanding of the

value of your investments. Instead of

being tethered to inaction by concerns

over proprietary systems and technical

compatibility, you’ll be able to choose

suppliers for best-of-breed solutions

designed to meet the challenges of the

on demand world.

Deeperin knowledge.Successful e-business engagements

with companies of all types and sizes,

in locations all around the world, mean

that our people know your industry

and your issues, from telecommunica-

tions, electronics and automotive, to

retail, finance and banking, the life

sciences and pharmaceuticals.

*IBM has acquired PwC Consulting, PricewaterhouseCoopers’ global

management consulting and information technology services business.

The PwC Consulting business is now part of the IBM Global Services

business unit and is no longer owned by, or affiliated in any way with,

the PricewaterhouseCoopers network of firms.

4

Deeperin partners.With a network of more than 95,000

business partners, and alliances with

best-of-breed solution providers around

the world, IBM has one of the industry’s

strongest, most extensive value nets of

e-business solutions.

Deeperin insight.Thinking. It’s a fresh perspective. A

new idea. It’s the combination of some

of the best minds in the industry, one of

the world’s leading technology research

and development labs, and experience.

There’s a point where technology and

business intersect. Where the fusion

of strategy and implementation goes

below the surface. Beyond technology.

Beyond the white papers. Beyond good

advice. Beyond survival to growth, prof-

itability and competitive advantage.

We go deeper.

5

Integrating strategy with implementation

Today, within your organization, busi-

ness strategy is being developed to

move your company forward. Informa-

tion technology (IT) solutions are being

implemented to streamline business

process. It sounds good, but often

even the best-laid plans don’t take into

account the integration into the organi-

zation’s larger IT infrastructure. And IT

solutions are frequently developed as

standalone solutions without consider-

ing the overall business strategy. We

can safely say that any standalone ini-

tiative lacks the power of an integrated,

interconnected solution.

End-to-end integration, the fusion of

technology with the overarching strategic

business direction, is where real value

lies. Integration, such as integrating the

supply chain with customer-facing

initiatives or tying a new procurement

system to backend fi nancial systems,

results in the fl exibility to react quickly

to dramatic changes in the business

environment, from competitive

challenges to cost overruns, from

hackers to hurricanes.

6

Unlike business consultants that take

a sequential approach focused on the

strategic front-end, or IT consultants

that specialize in backend technology,

we take a more holistic view of your

organization. IBM Business Consulting

Services offers an integrated approach

that fuses strategic direction with tech-

nology execution. As a comprehensive

solution provider, we deliver the contin-

ued support and accountability often

lacking in other providers.

The IBM Business Consulting Services

team has years of experience working

with the world’s leading organizations to

help them create new business models,

transform processes and implement

them to support their objectives

to become on demand businesses.

This deep business and technology

expertise—together with extensive

industry knowledge—has helped

thousands of customers meet their

short-term objectives while positioning

them for future success.

IBM Business Consulting Services

provides the industry expertise, the key

partner and alliance relationships, and

the range of technology solutions that

enable companies to deal effectively

with the complexity of issues that arise

from integrating strategy with imple-

mentation. A dependable, collaborative

advisor, IBM Business Consulting

Services understands your industry and

the business issues particular to that

industry. Our people work with you to

develop the most effective course of

action and the technology solution that

best supports your overall strategy.

They follow it through from planning

and implementation to project completion,

management and training, and fi nally,

to the measurement of the return on

your investment.

Understanding your business means

understanding the tough issues you

face every day. Managing fi nances

effi ciently and profi tably. Winning new

customers while keeping the existing

ones happy. Empowering employees

by providing them self-service access

to information. Managing the fl ow of

materials in the back door and goods

and services out the front door. Building

an infrastructure that is rock solid, yet

fl exible enough to bend in the winds of

change. And last but not least, dealing

with the big issues of where to take your

business in the future, and fi guring out

the best way to get there.

Real-world solutions to real-world issues

Aerospace & defense Automotive Banking Chemicals & petroleum Consumer packaged goods Education Electronics Energy & utilities Financial markets Government Healthcare Insurance Life sciences & pharmaceuticals Media & entertainment Retail Telecommunications Travel & transportation Wholesale

7

Improving marketing, sales and customer service By understanding the evolving

dynamics of customer relationships

and synchronizing information across

the enterprise, our services can help

to reduce the costs associated with

marketing, sales and customer service

while transforming the way in which our

clients interact with their customers at

every point of contact.

Enabling the changing role of fi nance Our services help our clients better

integrate process, technology and

information to maximize the value of

their fi nance organizations. With our

guidance, they can reduce the cost

of fi nance, improve transaction pro-

cessing, drive enterprisewide profi t

improvement and shareholder value,

effectively manage risk and opportunity,

and deliver the right information to the

right people quickly.

More from people, better HR From strategy to delivery, our services

support human resource function-

ality and critical “people” strategy

initiatives. IBM Business Consulting

Services can help organizations stay

ahead of the ever-changing needs of

human resources.

Innovation in application development integration and management Our services offer a combination of

strategy, process and technical exper-

tise specifi cally built around today’s

pressing business challenges, including

cost reduction, improving speed-

to-market, enterprise effi ciency and

customer service.

Unlocking hidden value through outsourcingBusiness transformation outsourcing

helps deliver improved business results

through the continuous strategic change

and operation of the client’s business

processes, applications, and infrastructure

measured against business outcomes.

Business strategy fused with technology insight for results—todayand tomorrow

IBM Business Consulting Services

helps drive strategic thinking for clients.

Our services frame industry issues into

client-specifi c points of view and then

formulate actionable strategies. These

services help drive transformation,

enhance competitiveness and create

new sources of economic value.

Streamlined managementof buyer and supplierrelationships Our services can help enable orga-

nizations to optimize a supply chain

by integrating internal functions and

by enhancing collaboration between

customers and suppliers. From strat-

egy to outsourcing, our services can

help deliver business value in the areas

of operational savings and process

effi ciencies by offering industry-specifi c

expertise and solutions.

IBM Business Consulting Services:Broad solutions that span the criticalissues facing businesses today

8

Beyond technology for technology’s

sake. Past single products or offerings.

Below the surface advice of specialists.

IBM Business Consulting Services goes

deeper. To a start-to-fi nish relationship

that goes from problem identifi cation

to solution deployment. That goes from

opportunity to results. IBM Business

Consulting Services is a single, account-

able source that goes deeper than any

other solution provider on the

market today.

9

A leading bank goes deeperDramatic changes in the global fi nan-

cial marketplace drove a large North

American bank with an international

presence to look for new ways to

precisely measure the profi tability of

its products, customers and chan-

nels. By replacing three aging legacy

systems and by rolling out an enterprise-

wide, risk-adjusted profi tability model

and intranet reporting system, IBM

Business Consulting Services has

helped the bank develop a single,

enterprisewide system that performs

profi tability measurement calculations.

Today, the bank is able to accurately

measure performance, meet share-

holder expectations and steer the

correct course through the rough seas

of the global fi nancial marketplace.

A major insurance company goes deeperSaddled by outdated legacy systems

that slowed the delivery of rating and

underwriting services, a large insur-

ance industry leader required a new

IT architecture that would enable it to

meet customer demands more quickly

and effi ciently. IBM Business Consulting

Services worked with the company to

develop an IT strategy and roadmap

that focused on the goals of improving

new product sales, retaining existing

customers and creating more syner-

gistic relationships across the different

distribution channels. By delivering a

Web-based rating and underwriting

system and by integrating new compo-

nent applications such as billing and

commissions under the new architec-

ture, the insurer has improved customer

service and internal effi ciencies and has

effectively made the transition to an on

demand e-business.

A globalelectronics fi rm goes deeperA global electronics manufacturer

wanted its geographically dispersed

staff to have the freedom to work

while on the move. At the same time,

it wanted to build a fl exible infrastruc-

ture that would allow it to react quickly

during an expected period of rapid

growth. Working with the company to

envision the overall program and defi ne

the scope, IBM Business Consulting

Services took the project through

design and implementation, and fi nally,

through the development of critical

security and support processes.

Today, the manufacturer’s employees

around the world, no matter where they

might be, are able to access customer

and product information, calendaring,

news and team intranet sites, and sales

training information, all on handheld

mobile devices. Productivity has

increased as much as 10 percent,

but more important, employees are

now able to respond faster to changes

in the marketplace.

IBM Business Consulting Services:Deeper in industry knowledge and expertise

10

An innovative life-sciences company goes deeperDelivering information quickly and effi -

ciently to employees is key to improving

a company’s overall market position.

A leading pharmaceutical and personal

care company with multiple business

units worldwide realized the value of its

human capital. IBM Business Consulting

Services helped the company migrate

its human resource transaction pro-

cessing to the Web, and enabling it to

provide employees ready access to

information and answers about benefi ts,

life events, career development and job

activities. At the same time, it has given

managers access to accurate, up-to-

date human resource data and analysis,

enabling them to make better, more

informed human resource decisions.

“ IBM is already committed

to deliver a broad range of

enterprise services—from

vertically focused business

process consulting to

ongoing managed

services—and to deliver

them in ways the customer

wants. Now they have

greatly superior vertical and

business process skills.”

—Summit Strategies 2002

11

deeper

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A multi-branded retail company goes deeperA large retailer with a wide variety of

formats and channels needed a strate-

gic profi t review to identify operational

opportunities for performance improve-

ment and to develop a framework

for identifi ed revenue growth. A six-

week strategic analysis of key project

workstreams was undertaken by IBM

Business Consulting Services. They feel

that IBM Business Consulting Services

provided the enthusiasm, cooperation

and quality of ideas that identifi ed

opportunities that will help form the

collective view of what the company

needs to do to remain successful.

An automotive giant goes deeperSeeking to create a unifi ed customer

relationship management vision across

its various business units, this industry

leader needed deep expertise. An in-

depth analysis of the company’s existing

environment by industry experts at IBM

Business Consulting Services identi-

fi ed US$262 million in potential cost

savings through improved integration

of marketing programs, increased

customer acquisition and a reduction

in customer attrition rates. An off-the-shelf

e-business application from Siebel

Systems that IBM recommended is

anticipated to result in dramatic cost

savings and incremental revenue

increases across all business units.

Financialservices goes deeperUnder increasing scrutiny, fi nancial

services companies are fi nding that

their traditional guardianship and risk

management roles are being reas-

sessed. At the same time, today’s on

demand business environment requires

faster and more accurate transaction

processing, more responsive budgeting

and forecasting, and a quicker close

for realtime reporting. IBM Business

Consulting Services fi nancial tech-

nology solutions, such as enterprise

resource planning, fi nancial systems,

systems integration and process

engineering, help clients better manage

their infrastructure, to reduce costs

and improve service levels.

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IBM Business Consulting Services:Going deep to fuse technology with business

It means insight that leads to solutions

built on best practices. Solutions that

are variable. Focused. Resilient. It

means technology that can help you

integrate business processes end-to-end

across the enterprise with employees,

customers and key partners. It means

innovative technology that enables you

to respond with fl exibility and speed to

any customer demand, market opportu-

nity or external threat. It’s what we call

e-business on demand.

It means a technology implementation

that understands that a real IT vision is

the output of strategy. An understanding

that sequential, standalone technological

implementations are doomed to fail. It

is the knowledge that only through an

interconnection with the larger strate-

gic business initiatives and by being

integrated into the entire IT fabric of the

organization can technology fulfi ll its

promise and become an enabler of the

overarching goals of the organization.

Only IBM Business Consulting Services

goes that deep. Bringing together some

the best business minds from around

the globe and the world’s largest and

most innovative technology team, IBM

Business Consulting Services applies

vision, expertise and implementation

skills to deliver on demand solutions that

help you realize true business value.

Technological change at light speed.

The harsh realities of a global economy.

Where do you go for answers?

Deep.IBM BusinessConsulting Services.People who get it.People who get it done.

Business strategy. Technology imple-

mentation. You can’t separate the two.

The implementation of the strategy

should be seen as a fundamental

part of the strategy itself. It must

be a wholly integrated process that

demands innovative thinking, expertise

and experience.

It means working to develop a strategy

that is grounded and pragmatic. That

results in more than a stack of paper

after 18 months. It is a business strategy

that is based on deep insight about your

industry and that considers equally strat-

egy and the technical implementation

that it will take to get from here to there.

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© Copyright IBM Corporation 2003

IBM Global ServicesRoute 100 Somers, NY 10589 U.S.A.

Printed in the United States of America 03-03All Rights Reserved

IBM, the IBM logo, the e-business logo, “e-business on demand ” and “e(logo) business on demand” lock-up are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both.

Other company, product and service names may be trademarks or service marks of others.

References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

IBM has acquired PwC Consulting, Pricewater-houseCoopers’ global management consulting and information technology services business. The PwC Consulting business is now part of the IBM Global Services business unit and is no longer owned by, or affiliated in any way with, the PricewaterhouseCoopers network of firms.

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