E-Services Economy prof. dr. Jos van Hillegersberg j.vanhillegersberg@utwente.nl Hoogleraar Ontwerp en Implementatie van Informatiesystemen Management & Governance Universiteit Twente 1
Inhoud Algemene ICT trends overzien en vertalen naar eigen case Inzien hoe Informatie in te zetten om services te verbeteren en snel te kunnen inspelen op veranderingen Enkele belangrijke thema s in Informatiemanagement op hoofdlijnen kennen: Architectuur, Ketenintegratie, Service centra, Service Architectuur, Sourcing (in/uitbesteden) Implementatie, Business Cases 2
Doelen Algemene IT ontwikkelingen kunnen vertalen naar proces en dienstinnovatie Het als kritische gebruiker kunnen beoordelen van de rol van IT architectuur, kosten baten van IT, afstemming IT en bedrijfsprocessen Initieren van Innovatie met IT 3
11 Trends in de Service Economy 4
1. Services Everywhere 5
1. Services Everywhere 6
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1. Services Everywhere 8
1. Services Everywhere 9
1. Services Everywhere 10
1. Services Everywhere 11
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1. Services Everywhere U-commerce: the use of ubiquitous networks to support personalized and uninterrupted communications and transactions between a firm and its various stakeholders to provide a level of value over traditional commerce (watson,2002) - Any place, Any time Ultimate Commerce Electronic Commerce Mobile Commerce Geographic Commerce 13
1. Services Everywhere 14
1. Services Everywhere 15
1. Services Everywhere 16
2. Product Ownership to Service Access 17
2. Product Ownership to Service Access 18
3. Service to Self-Service 19
3. Service to Self-Service 20
4. Service Mass-Customization 21 www.possen.com
4. Service Mass-Customization Bron: Ergosleep.com 22
4. Service Mass-Customization 23
4. Intelligent Service Mass- Customization 24
5. Services Bundling & Unbundling 25
11 Service Economy Trends & You 1. Services Everywhere 2. Product Ownership to Service Access 3. Service to Self-Service 4. Intelligent Service Mass-Customization 5. Services Bundling & Unbundling 26
6. Service Knowledge over Product Knowledge EASY.COM Key Strategic Values 1. great value 2. taking on the big boys 3. for the many not the few 4. relentless innovation 5. keep it simple Bron: easy.com 27
6. Service Knowledge over Product Knowledge 28
7. Global Services Sourcing 29
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7. Global Services Sourcing 31
7. Global Services Sourcing 32
7. Global Services Sourcing 33
8. Dynamic Service Integration and Orchestration 34
8. Dynamic Service Integration and Orchestration 35
8. Dynamic Service Integration and Orchestration 36
8. Dynamic Service Integration and Orchestration 37
8. Dynamic Service Integration and Orchestration 38
8. Dynamic Service Integration and Orchestration 39
9. Van On-Demand naar Demand Management 40
10. Service Communities & Experiences 41
10. Service Communities & Experiences ron: http://www.nike.com/nikeplus/ 42
10. Service Communities & Experiences 43
10. Service Communities & Experiences 44
10. Service Communities & Experiences ron: http://www.skype.com 45
10. Service Communities & Experiences ron: http://www.skype.com 46
10. Service Communities & Experiences 47
10. Service Communities & Experiences 48
10. Service Communities & Experiences 49
10. Service Communities & Experiences 50
11. Van Efficiency naar Sustainability 51
11. Van Efficiency naar Sustainability 52
11. Van Efficiency naar Sustainability 53
11 Service Economy Trends & You 1. Services Everywhere 2. Product Ownership to Service Access 3. Service to Self-Service 4. Intelligent Service Mass-Customization 5. Services Bundling & Unbundling 6. Service Knowledge over Product Knowledge 7. Global Services Sourcing 8. Dynamic Service Integration and Orchestration 9. Van On-demand naar demand management 10.Service Communities & Experiences 11. Van efficiency naar Sustainability 54