For PGP 2014-16 Batch

Introduction to SMAC
As we enter a new digital age, coded information surrounding people and companies aligned with the internet of things will reshape how we live and work.
The growth of information is already seeing value chains undergo transformation from widgets to digits.
SMAC will be the platform that will enable organizations to drive consumerization of technology, including Enterprise IT. Early adopters of SMAC stack
would have a clear competitive edge in their line of business. It will become the new basis of competition, helping organizations build new business and
operating models -- R Chandrasekaran Group Chief Executive, Cognizant Technology Solutions.
Social Media: over one billion
individuals logged on to various
social networks, people are now
using social media for advice on
what products to buy, where to
shop and even regarding what
firms they want to work with, This
in turn enables firms to use data
generated by the customers
effectively to service their larger
pools of customers
Mobility: Smartphones and tablets
have brought rich, digital content to
the fingertips of consumers. Mobile
banking has emerged as one of the
most innovative products in the
financial services industry. Shoppers
are increasingly using their mobile
devices for everything from browsing
to comparing to buying products.
Governments are also reaching out
to their citizens, using mobile devices
as an efficient channel.
Analytics: companies and individuals
generate billions of gigabytes of data.
Data, which properly analyzed and
used in time, can emerge as an
unbeatable competitive advantage ,
Analytics can help retailers predict
buying decisions of shoppers; it can
help banks weed out fraudulent
transactions; while governments can
use analytics to provide services
directly to their citizens. Predictive
analytics has also been adopted
across industries in various scenario
building activities
Cloud Computing: undeniable power of
cloud computing to foster innovations
and improve productivity is now
accepted by both IT vendors and their
customers, financial services and
government sectors are mostly moving
to a private cloud model due to
information security, industries like
healthcare and retail have adopted
public cloud, their existing
infrastructure has helped telecom
players to emerge as providers of cloud
computing, leading to evolution if ICT
Enterprise of Future
Pre-Digital Era Digital Era Post-Digital Era
Organizational Structure Highly centralized Semi decentralized Highly decentralized
Decision making process Management driven Management driven with customer input In collaboration with customer
Customer Lack information More informed Highly informed
Role of Technology Support function Strategic function Business enabler
Disruptive Technologies PCs Internet, Mobility, Social media
AI, Robotics, Augmented reality, cloud
computing, BYOD
Enterprise of Future
Social Media
Facebook, LinkedIn, Twitter, Foursquare the new way how businesses and individuals are connecting with each other, globally. Enterprises are
increasingly leveraging social media for customer engagement and brand building, as more and more individuals are becoming active Internet users and
using social media
the social networking sites nearly reach one in four, globally. The social network users are expected to reach 1.73 billion this year, an 18 percent increase
from 2012 driven by rising adoption in emerging countries
Social Media in India:
Indians Internet users are also increasingly using social media, which in turn is providing opportunities for enterprises to leverage social media strategy for
engaging with customers, brand building, product launches and for knowing their customers
Mobility
Spread of BYOD: Bring Your Own Device: Employees are engaging in multiple work-related activities using their mobile devices; the three key activities
include, 1. Reading or viewing documents, spreadsheets, or presentations, 2.Tablets are often used for analytics and modeling as well as to access web
meetings and videoconferences, 3.Accessing email, calendar, and intranet or employee portal sites lead the way for both devices
Rise of mobile apps: Mobile apps will help in automating workflows, streamlining content discovery and build knowledge iteratively over time as employees
and customers use an application. Spending on mobile enterprise business apps will more than double fromUSD 26 billion in 2012 to USD 53 billion in 2017
M2Mbecomes ubiquitous: M2Mvalue chains are emerging across industries, and telecom operators are engaged in a fierce fight with other enterprises for
a share of M2Mrevenue. IT vendors are also coming up with integrated solutions that tie M2Mtechnologies with cloud and analytics
Analytics: Three Vs of Analytics
Usage of Analytics
Cloud Computing
Cloud is increasingly gaining traction among enterprises for its known benefits cost effectiveness, agility, and less capital intensive
Cloud computing history trail fromthe era of mainframe computing, the latest formof the technology started to emerge with the proliferation of Internet.
In 1999, the arrival of Salesforce.comwas one of the key milestones in the cloud computing history, which pioneered the concept of delivering enterprise
applications via a simple website. Then in 2002, Amazon Web Services launched a suite of cloud-based services including storage, computation, and
human intelligence
Cloud computing services are provided through public cloud, private cloud, and hybrid cloud environments wherein public cloud services have a larger
pie of the total market owing to their easy availability, accessibility, and low cost of adoption.
The growth is driven by the emerging segment of Infrastructure-as-a-Service (IaaS), which includes cloud compute, storage and print services.
IaaS is one of the most fastest growing segments, cloud advertising is the most dominating, which held a share of 48.0 percent in 2012 followed by cloud
business process services segment (BPaaS) with a 28 percent share, software as a service (SaaS) at 14.7 percent, cloud system infrastructure services
(IaaS) at 5.5 percent, cloud management and security services at 2.8 percent, and cloud Platform-as-a-Service (PaaS) at one percent
CRM Customer Relationship Management
CRM is an application designed to help an organization to optimize interaction with customers, prospects via one or more touch points such as a call
centre, salesperson, distributor, store, branch office, web or email for the purpose of acquiring, retaining or cross-selling customers
A customer is an account
Touch points to CRM systems are telephone, email, customer service desk, conventional mail, website, retail store etc.
E-CRM is applying internet and other digital technologies to acquire and retain customers by improving customer knowledge, targeting, service delivery
and satisfaction
CRM helps to increase revenue through customer satisfaction, reduce costs of sales and distribution and minimize customer support costs.
Knowledge Based CRM Framework CRM SCRM
E-Commerce
Its the capability of buying and selling goods over the internet and electronic media. Thus its delivery of information, product and services through
electronic means
It reduces service costs, improving quality of goods, saves time and increases speed of service delivery.
It consists of services such as :
Digital goods : software, music, videos, pictures, etc.
Services: Stock trades, airline tickets, insurance, etc.
Tangible goods sold on ecommerce sites
Types Of E-Commerce
ERP - Enterprise Resource Planning
ERP systems are the applications the enterprise needs taking the process view of an organization to meet the organizational goals tightly integrating all
functions of an enterprise
ERP systems integrates all departments and functions across the company and ensures seamless integration of all the information flowing through the
company
Companies offering ERP systems: SAP, ORACLE, SIEBEL, JD Edwards, Microsoft etc.
Data warehousing
A data warehouse is a collection of data in support of managements decision making process
Basic characteristics of a data ware house:
Subject oriented Organized around major subjects such as customer, product, sales etc.
Integrated constructed by integrating multiple, heterogeneous data sources
Time variant- provides information from a historical perspective
Non volatile only data loading and viewing is allowed
Helps in data analysis and decision making and the process is known as On-line analytical processing(OLAP)
While day to day processing of data as in banking , payroll, registration, etc. are done using Data Base Management System(DBMS) and process is
called On-Line transaction processing (OLTP)
Capabilities-Components-Responsibilities (CCR)
Framework
Responsibilities Capabilities Complements
Selection Novel business processes Reallocated decision rights
Adoption Standardization Interdependencies
Exploitation Monitoring Process Redesign
IT Responsibilities of a Manager
Select IT based on desired capabilities and then work during adoption and exploitation to put ITs organizational complements into place.
Role of IT/IS in an organization - McFarlans Strategic Grid
Types Of Organizations
Support : This quadrant is about local process
improvements for individual users. Example: Payroll system
Factory : This quadrant is about operational improvements
that affect large portions of the firm, and are aimed at
improving performance or decreasing cost. Example: ICU
management system
Turnaround : This quadrant is about exploiting new
technologies to provide strategic opportunities. Example:
POS in retail; Robotic surgery system
Strategic : IT can both improve core operations of the firm
while simultaneously generating strategic benefits.
Example: Patient management system
Role of IT/IS in an organization - McFarlans Strategic Grid
Contd.
Key Elements of Business Models
Value Proposition: How a companys product or
services fulfills customer needs?
Revenue Model: How to earn money?
(Sales/Advertising/Transaction fee)
Market Opportunity: What market space you
intend to serve and target audience?
Competitive Environment: Who else occupies
your intended market space?
Competitive Advantage: What special advantages
does your firm bring to the market space?
Market Strategy: How to promote products and
attract target audience?
Organizational Development: How the company
needs to organize the work that needs to be
accomplished?
Management Team: What experiences and
backgrounds are important for companys
leaders?
Time to test your IT Acumen
Instructions for the Crossword Quiz on Next Page
Instructions For iQuiz Prime
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th
June 2014.
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