IBM Business Consulting Services Going deep to real business value. Leveraging the depth of knowledge and experience of IBM Business Consulting Services deeper
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 connection between a thoughtful business strategy and innovative technical implementation? You go deeper. To IBM Business Consulting Services. 3
Deeper in resources. We are now sixty thousand strong. IBM Business Consulting Services, the combined 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. Deeper in 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. Deeper in 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 telecommunications, 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
Deeper in 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. Deeper in 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, profitability and competitive advantage. We go deeper. 5
Integrating strategy with implementation Today, within your organization, business strategy is being developed to move your company forward. Information 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 organization s larger IT infrastructure. And IT solutions are frequently developed as standalone solutions without considering the overall business strategy. We can safely say that any standalone initiative 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
Real-world solutions to real-world issues 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 implementation. 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. 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 technology execution. As a comprehensive solution provider, we deliver the continued 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. 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. 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
IBM Business Consulting Services: Broad solutions that span the critical issues facing businesses today Business strategy fused with technology insight for results today and 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 management of buyer and supplier relationships Our services can help enable organizations to optimize a supply chain by integrating internal functions and by enhancing collaboration between customers and suppliers. From strategy to outsourcing, our services can help deliver business value in the areas of operational savings and process efficiencies by offering industry-specific expertise and solutions. 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 finance 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 processing, 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 functionality 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 expertise specifi cally built around today s pressing business challenges, including cost reduction, improving speedto-market, enterprise effi ciency and customer service. Unlocking hidden value through outsourcing Business 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. 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, accountable source that goes deeper than any other solution provider on the market today. 9
IBM Business Consulting Services: Deeper in industry knowledge and expertise A global electronics firm goes deeper A 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 infrastructure 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. A leading bank goes deeper Dramatic changes in the global fi nancial 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 channels. By replacing three aging legacy systems and by rolling out an enterprisewide, 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 shareholder expectations and steer the correct course through the rough seas of the global fi nancial marketplace. A major insurance company goes deeper Saddled by outdated legacy systems that slowed the delivery of rating and underwriting services, a large insurance industry leader required a new IT architecture that would enable it to meet customer demands more quickly and efficiently. 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 synergistic relationships across the different distribution channels. By delivering a Web-based rating and underwriting system and by integrating new component applications such as billing and commissions under the new architecture, the insurer has improved customer service and internal effi ciencies and has effectively made the transition to an on demand e-business. 10
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 An innovative life-sciences company goes deeper Delivering 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 processing 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-todate human resource data and analysis, enabling them to make better, more informed human resource decisions. 11
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A multi-branded retail company goes deeper A large retailer with a wide variety of formats and channels needed a strategic profi t review to identify operational opportunities for performance improvement and to develop a framework for identifi ed revenue growth. A sixweek 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 deeper Seeking to create a unifi ed customer relationship management vision across its various business units, this industry leader needed deep expertise. An indepth analysis of the company s existing environment by industry experts at IBM Business Consulting Services identifi 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. Financial services goes deeper Under increasing scrutiny, fi nancial services companies are fi nding that their traditional guardianship and risk management roles are being reassessed. 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 technology 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. 13
IBM Business Consulting Services: Going deep to fuse technology with business Business strategy. Technology implementation. 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 strategy and the technical implementation that it will take to get from here to there. 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 opportunity 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 strategic 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 Business Consulting Services. People who get it. People who get it done. 14
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Copyright IBM Corporation 2003 IBM Global Services Route 100 Somers, NY 10589 U.S.A. Printed in the United States of America 03-03 All 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, 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. G510-3441-00