E-Business maturity benchmark 2008 presentation

E-Business Maturity Benchmark 2008

General

Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. July 2008© 2008 Atos Origin. Confidential information owned by Atos Origin, to be used by the recipient only. This document or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos Origin.

Rob Jorg

2 E-Business Maturity Benchmark 2008

Agenda

E-Business Maturity Benchmark

» Online Customer Management

» Introduction

» The Model explained

» 2008 benchmark results

» Conclusions & recommendations

» E-Business Maturity challenges


Introduction: Online Customer Management


Introduction

Organizations are challenged by:

» Different ways of engaging customers online

» New ways of communicating and interacting

» Alignment of operational habits to enable and adopt to these changes

Atos Consulting E-Business Maturity Model:

» Determines where organizations are

» Identifies which steps need to be taken to improve and/or grow to a next stage

» Offers organizations the benefit of benchmarking against cross-industry best practices, identifying quick wins and improvement areas

» Supports organizations on their journey!

Why we started the E-Business Maturity Benchmark 2008

» E-Business is defined as: all customer facing business processes using internet technologies


The E-Business Maturity Model explained

The E-Business Maturity Model divides the stages of growth in four categories …

Each category is divided in 3 dimensions:

» Management & Organization» Vision & Strategy» Leadership & Commitment» Governance & Organizational alignment

» Processes » E-business process definition / integration» E-business Performance Measurement» E-business Cost Management

» People & Culture» Competencies» Culture» Communication

» Infrastructure» IT Strategy & Vision» IT Architecture & Infrastructure» Business & IT alignment



The category is divided in:

» Vision & Strategy» How and where are the E-Business vision & strategy formulated?

» Leadership & Commitment» Who sponsors E-Business initiatives?

» Governance & Organizational alignment» Who is responsible for E-Business, a central team or not?

Management & Organization

This category focuses on the level of management involvement and organizational governance.

It defines who has the authority to make E-Business decisions, set priorities and allocate resources.




» E-business process definition / integration » Are E-Business processes well defined enterprise wide and in line with existing business

standards?

» E-business Performance Measurement» Is E-Business performance measured on more then just the site performance? Are multi-channel

objectives set, measured and steered?

» E-business Cost Management» How are E-Business costs measured and steered?

Processes

This category focuses on the extent to which the E-Business workflows are described according to standards.

Unless these standards are in place across the organization, it will be impossible for the organization to assess the performance and costs of its processes.




» Culture» Do employees encourage new initiatives and share best practices?

» Competencies» Is involved with the skill level and competency development of employees.

» Communication» Are experiences shared frequently with respect to E-Business initiatives?

People & Culture

This category focuses on the involvement of the employees and the organizational culture towards the value of E-Business.

E-Business success depends on the capacities and skills of the employees, their communication and leadership styles. And it requires solid working relationships and effective communications among departments for breaking down so-called organizational silos.




» IT Strategy & vision» Is E-Business part of the IT strategy and roadmap?

» IT Architecture & Infrastructure» What are the challenges in integrating front- and back office applications?

» Business & IT alignment» Are the business (objectives) of E-Business and IT aligned?

Infrastructure

IT is a significant fundamental asset to support E-Business initiatives.

The integration between front-end E-Business and back-end IT infrastructure has to be enhanced in order to benefit from E-Business investments. It makes considerable difference in infrastructure stability and lead time of new E-Business initiatives when E-Business IT is only considered ad-hoc, or is considered at a board level in the enterprise strategy.



The E-Business Maturity Model also identifies five stages of E-Business development …



Combined, this leads to the E-Business Maturity Model



» Online Benchmark survey from aug – oct 2008

» In total 222 participants» In total 112 relevant and complete

responses

» We established the overall E-Business Maturity in the Netherlands

» We combined organizations in 10 relevant sectors

» The results are documented in the ‘E-Business Maturity Benchmark 2008’ report, by Atos Consulting in January 2009



Research method:» Step 1: Online questionnaire:

» Key target audiences invited to participate

» Step 2: EBMM thesis:» Scientific results, validating the E-

Business Maturity Model.

» Step 3: Benchmark report publication:» This research will result in a deeper

insight in the e-business maturity levels of various organizations.

» Step 4: Round table session:» Participants are invited to discuss the

key findings during a round table (March 2009).

Research topics:» Topic 1: General information

» Determining the differences by company size, organizational role and level in the organization

» Topic 2: E-Business Maturity Model» Determining E-Business Maturity in

terms of organizational aspects and maturity stages.

» Topic 3: E-Business drivers & inhibitors» Determining internal and external

factors relevant to E-Business Maturity.

» Topic 4: E-Business initiatives & challenges» Determining future steps in relation to

current situation.

Approach


Results benchmark 2008

Benchmark results – participants by sector


Results benchmark 2008

Benchmark results – business objectives


Results Benchmark 2008

E-Business in the Netherlands less mature than expected!

E-Business risks being in a functional silo without sufficient support in the organization, this leads to clear-cut inefficiency and insufficient utilization of the E-Business potential.

Key findings

» Maturing E-Business is not seen as strategic at organization level and E-Business organizations have the growing pains to show it!

» Benefits of E-Business are not fully used across departments.

» Awareness of E-Business potential is there (culture), but organizations lack the competencies for successful implementation.


Results benchmark 2008 E-Business Drivers & Inhibitors


E-Business Maturity challenges

» E-Business Maturity workshop: quick wins1. Invite cross section organization to participate in an online benchmark2. Establish current situation and possible quick wins3. Review with participants in workshop

Result: common starting ground, agreement on current situation, identified quick wins for improvement

» E-Business Organization quick scan: improvement roadmap1. Review business goals, online strategy and organization2. Assess e-business maturity based on online questionnaire with participants

from the entire organization (questionnaire and interviews)3. Establish improvement areas based on the quick scan and benchmarked

against cross-industry best practices.4. Determine future e-business organization & review organizational impact5. Deliver e-business roadmap

Result: clear overview of current situation, steps needed to improve and/or grow to a next stage, benchmarked against cross-industry best practices.

Atos Consulting suggests the following to help you determine your next steps …


Our offering ..

Issues Our offering Benefits

» Fragmented online solutions and activities

» No control programs and partners

» Limited cooperation customer channels

» Online operates in stand alone modus

» Marketing, sales and service not integrated online

» Online performance is not measured

» Benchmark

» Detailed roadmap

» More mature online organization

» Improved governance

» Channel alignment

» Management buy in

» Improved cooperation between commercial functions

» Clear insight online contribution

» Decreasing cost to serve

1. E-Business strategy

2. E-Business Maturity

3. E-Business Organization

4. E-Business Performance

Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. July 2008© 2008 Atos Origin. Confidential information owned by Atos Origin, to be used by the recipient only. This document or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos Origin.

For more information please contact:

Rob JorgPrincipal consultantt +31 6 30426523

[email protected]

Atos ConsultingPapendorpseweg 93

Utrechtwww.atosconsulting.com

E-Business maturity benchmark 2008 presentation

Business

Transcript of E-Business maturity benchmark 2008 presentation