kpmg-rsgtraining-04rsgv2productplan-经营管理(编辑修改稿)

kpmg-rsgtraining-04rsgv2productplan-经营管理(编辑修改稿)内容摘要：

Learning • Eliminate operational inefficiency – financial and time savings • Wireless enabling makes processes faster and more efficient – but those processes must be defined in the first place. Marketplace Characteristics • By definition, Field Service personnel operate remotely for most of their work • Field Service personnel need to be notified of customer service requests, problem information and parts availability at remote locations • Access to databases containing servicerelated information must be made possible from remote locations • Relevant information must be disseminated to all elements involved in field service and troubleshooting processes. Overview – Mobile Service Doc /Location Doc20343/SVO 14 Opportunity Identification Mobile Service Product Characteristics: High cost, Complex, Build to Order (. KLA, Applied Materials…) 1. Real time parts availability information 2. Real time problem information 3. Servicerelated knowledge repositories 4. Customer support incidents and details Product Characteristics: high cost, High to Medium Complexity, Configure to Order (. Cisco, Sun) 1. Online configurator in real time 2. Real time inventory information 3. Real time product information 4. Customer support archives Product Characteristics: Medium cost, Medium to Low plexity, Build to Forecast (. Oracle, SW panies) 1. Real time pricing information 2. Real time product information 3. Forecast amp。 Pipeline information 4. Inventory information 5. Customer support incidents and details Personal Information Management •Calendar •Contacts •Email Doc /Location Doc20343/SVO 15 Initiative Details – Mobile Service • Down time reduction for service personnel • Increase in new business acquisition activity • Increase in operational efficiency • Improve customer satisfaction levels • Greater consistency in identifying and meeting customer needs • Enhancing tactical decisionmaking capability • Enhanced ability of other functions ( Manufacturing) to adjust to shifting scenarios • Reducing overall operational costs • Service Personnel • Customer Support • Management • Manufacturing • Of primary and basic importance as field service personnel increasingly require realtime access to variety of information • Important in creating a mechanism that provides targeted decision support • Important in developing a system that can ensure Management control In critical outsourced operations • Chief Customer Support Officer • Chief Sales/Marketing Officer • CTO • Existence of a wirelinebased process/system for service and support, which can be upgraded wirelessly • Empowermentbased decision making Value proposition Key Beneficiaries Sponsorship Criticality of initiative Dependencies (Preceding) • Buyin for wireless methods from sales force • Wireless decision support system Dependencies (Succeeding) Doc /Location Doc20343/SVO 16 Initiative Portfolio Analysis – Mobile Applications Business Criticality HIGH LOW Practice Innovation HIGH LOW THE INTERNET VALUE MATRIX[SM] Inter Value Matrix[sm] is a servicemark of CISCO Systems. Operational Excellence Breakthrough Strategies Rational Experimentation New Fundamentals A – Mobile Service B – Mobile Sales C – Mobile Purchasing D – Mobile Executive。