1. 1 NEC Philips Unified Solutions, www.nec-philips.com

2. Microsoft Business Event Martijn van der Jagt 27 Maart 2008

3. 3 NEC Philips Unified Solutions, www.nec-philips.com Agenda Introduction NEC Philips Introduction Case About the Solution Benefits Some Considerations

4. 4 NEC Philips Unified Solutions, www.nec-philips.com Introduction NEC Philips From Philips –manufacturing, sales, supply, support –1987 – 1995 in liberated markets –One main communication platform –Focus on looping customer needs into development Towards NEC –European telecom operation of NEC, focus on solutions & distribution –Continuation of ‘Philips platform’ and applications –Adding all NEC platforms and applications –Integrating into popular business environments (1. Microsoft)

5. 5 NEC Philips Unified Solutions, www.nec-philips.com Ambition Nr.1 position in world of business communications –From 3-4% european market share –To 10% european market share –Direct sales and sales via partners Context From (typical) 66% to 33% margin –Fear for ‘Oops scenario’ –Measure: attract new sales partners Oops

6. 6 NEC Philips Unified Solutions, www.nec-philips.com Organisation & Focus Disconnect: Development –Creating off-the-shelf products & applications –Focus: Best products Supply –Ordering & supplying goods & licenses –Focus: Operational Excellence in partner support Solutions –Creating customer solutions –Focus: Most geared solution for the customers need –Real time communication DevelopmentSolutions Supply + Process support

7. 7 NEC Philips Unified Solutions, www.nec-philips.com Operational Excellence From customer intimacy and best product for the need Towards best supplier for sales partners Efficient organization internally Integration with suppliers Efficient processes with sales partners Supply + Process support

8. 8 NEC Philips Unified Solutions, www.nec-philips.com Operational Excellence From –Departmental responsibilities –Overhead, time consuming, error prone. Towards Process focus Better interaction of functional area’s –Partner boarding –Partner support Product boarding Co-marketing Pre-sales Ordering support Technical support –Ordering & Supply

9. 9 NEC Philips Unified Solutions, www.nec-philips.com Operational Excellence Business Process Management focus Process ambitions –Increasing customer satisfaction –Reducing overall costs –Increasing manageability Process descriptions –Sales –Marketing –Supply –Support Process support tooling Interface of processes to Other processes Task descriptions (-> Job descriptions) ICT requirements

10. 10 NEC Philips Unified Solutions, www.nec-philips.com I NTRODUCING THE C ASE

11. 11 NEC Philips Unified Solutions, www.nec-philips.com Goals Improve PartnerNet (Operational Excellence) –Workflow for content management –Add collaboration on Lead Management, Account Management Reduce in-house development, replace by commodities –Stop ASP development –Customize using.Net 2.0 Look at collaboration needs Get in-house experience with LCS/OCS –Integration with MS-Office 2007 –Integration with SharePoint 2007

12. 12 NEC Philips Unified Solutions, www.nec-philips.com Existing situation Home-build platform for intranet/extranet/internet –250 topics –1500 users –5000 documents Since 1998 steady flow of ‘function points’ Support for –Product management –Marketing –Sales –Product support –Customer support Well appreciated intranet

13. 13 NEC Philips Unified Solutions, www.nec-philips.com Intranet

14. 14 NEC Philips Unified Solutions, www.nec-philips.com Intranet (menu)

15. 15 NEC Philips Unified Solutions, www.nec-philips.com Existing situation Home-build platform for intranet/extranet/internet –250 topics –1500 users –5000 documents Since 1998 steady flow of ‘function points’ Support for –Product management –Marketing –Sales –Product support –Customer support Well appreciated intranet Channel management in same home-build platform

16. 16 NEC Philips Unified Solutions, www.nec-philips.com Channel management

17. 17 NEC Philips Unified Solutions, www.nec-philips.com Existing situation Home-build platform for intranet/extranet/internet –250 topics –1500 users –5000 documents Since 1998 steady flow of ‘function points’ Support for –Product management –Marketing –Sales –Product support –Customer support Well appreciated intranet Channel management in same home-build platform Less appreciated Partnernet

18. 18 NEC Philips Unified Solutions, www.nec-philips.com

19. 19 NEC Philips Unified Solutions, www.nec-philips.com Business case One intranet & extranet site for staff and partners –Workflow –Security –Collaboration Increase process support with new tools One Year 500k (expenses)

20. 20 NEC Philips Unified Solutions, www.nec-philips.com ICT Goals in Operational Excellence Higher value of investment in applications Shorter time to market of new applications From 100% ‘Make’ to ‘Buy commodities’ Use market expertise Increase up-time of critical applications Create Roadmap for all process redesigns Create DTAP policies Create experience with outsourced development Create Architecture process with Business

21. 21 NEC Philips Unified Solutions, www.nec-philips.com A BOUT THE S OLUTION

22. 22 NEC Philips Unified Solutions, www.nec-philips.com Design principles Use SharePoint for content management –Access per platform accreditation –Team site per channel Use MS-CRM for collaboration on lead management –Using CRM authorization system Use MS-CRM for delegated extranet management Use Active Directory for authentication Create Master Catalogue (SQL) for future enhancements Continue home-build platform for smooth migration

23. 23 NEC Philips Unified Solutions, www.nec-philips.com Design principles Best of breed scenario –In house systems integration? Applications with partner data increasing –Synchronized? Amount of partner data increasing –Related? Need for decreasing effort and throughput –Manual effort?

24. 24 NEC Philips Unified Solutions, www.nec-philips.com Design decisions BPM process to connect application silo’s –Enterprise Data Bus BizTalk to operate BPM process –.Net 2.0 + Visual Studio 2005

25. 25 NEC Philips Unified Solutions, www.nec-philips.com Design decisions Web services for –Manipulating branches, groups and users in Active Directory –Manipulating team sites, users, resources in SharePoint –Manipulating partner data in Master Catalogue (SQL) –Manipulating partner data in legacy ShareNet (SQL) –Creating BU + users in CRM

26. 26 NEC Philips Unified Solutions, www.nec-philips.com Message flows Create partner Update partner Delete partner Create user Update user Delete user Add (partner) sales accreditation Add (user) professional certification

27. 27 NEC Philips Unified Solutions, www.nec-philips.com Partner Boarding Stages: Initial -> Need to manage partner opportunities Visits -> Need to manage partner contacts Contract Negotiation (NDA) -> Need to see BusinessNet Contracted -> Need to support full operations

28. 28 NEC Philips Unified Solutions, www.nec-philips.com Design On condition account in CRM will get –Dedicated SharePoint teamsite –ERP Master Data –A.D. security group On condition contact in CRM becomes user in –A.D. –Master Catalogue (SQL) –Legacy system –SharePoint –CRM (BU authorization structure)

29. 29 NEC Philips Unified Solutions, www.nec-philips.com Supply chain processes Vendor house systems BusinessNet CRM Order Portal Order Portal Support Portal Support Portal PRM Prophix Master Catalogue – Partners - Contacts & Users Master Catalogue – Partners - Contacts & Users Active Directory IFS I.T.E. BizTalk - PRM partner boarding partner boarding product boarding product boarding marketing lead generation marketing lead generation (pre)sales supply chain supply chain service & support service & support xml

30. 30 NEC Philips Unified Solutions, www.nec-philips.com Create Partner message flow

31. 31 NEC Philips Unified Solutions, www.nec-philips.com

32. 32 NEC Philips Unified Solutions, www.nec-philips.com

33. 33 NEC Philips Unified Solutions, www.nec-philips.com B ENEFITS

34. 34 NEC Philips Unified Solutions, www.nec-philips.com Benefits Reducing workload –Combining Customer Relations data with Extranet management –No separate efforts for user management in other systems Increasing throughput –Throughput ‘boarding’ reduced from 4 weeks to 2 minutes Increased quality of data –Applications use same basic data –Basic data is real-time up-to-date –Immediate syndication to Data Warehouse Increased productivity –Customer data in Master Catalogue available for add-on applications

35. 35 NEC Philips Unified Solutions, www.nec-philips.com BPM Conclusions BPM Architecture is business management (rather than ICT) BPM Design is interface to ICT Technology available for advanced solutions (ESB, Services Orientated Applications) Keep design away from ‘technology optimizations’ –Implement, test, train the real business process

36. 36 NEC Philips Unified Solutions, www.nec-philips.com Project experience Attention to –Governance –Exception handling –Disaster recovery –Secure access for sales partners Boundary conditions –Migrate running operation DTAP –essential for integration testing & acceptance User acceptance –Translate business process again Integration testing –Many involved –Configuration management

37. 37 NEC Philips Unified Solutions, www.nec-philips.com

38. 38 NEC Philips Unified Solutions, www.nec-philips.com Roadmap (preliminary) BusinessNet (Internal launch) March-2008 (!) –introducing MOSS BusinessNet (External launch)April 2008 (!) –Introducing CRM (+BizTalk) Order portalMay 2008 (!) –Link to Prophix –Link to IFS –Link to Sphere Support portalJune 2008 –Link to or replacing I.T.E. –Link to Training Wizard –FTP functionality –Knowledge bases Helpdesk automationSeptember 2008 –Link to Team 2 BI systemOctober 2008

39. 39 NEC Philips Unified Solutions, www.nec-philips.com Order portal (manual operation) order- portal (BPM) order portal screens on BusinessNet prophix IFS order checks order commit time url order changes status changes sphere delivery invoice all-in track & trace reporting mail order portal screens on BusinessNet systems context lines context