Keppel Ltd. 1Q 2024 Business Update Presentation Slides
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BCS 2013 - Designing the business around the experience
1. EQUTY DERIVATIVES GROUP
Designing the business around the experience
Bringing the customer and the business together as one
Mike Clark, Business Designer
4. EQUTY DERIVATIVES GROUP
The customer is now almost part of the organisation,
they have the power to make or break an organisation
5. EQUTY DERIVATIVES GROUP
The challenge
A need to understand and deliver the right things to our customers
A need for a common language across all business areas, including the customer
A need for a view of our business and the customer to understand impacts of change
A greater need for an adaptive operating model
A need for a single view of our customer
A need to consistently deliver innovative offerings which meet the needs of customer
7. EQUTY DERIVATIVES GROUP
Work Needs
Personal Needs
The reason customers use our offerings, is to get jobs done in their lives.
Without these needs, we would have no customers.
9. EQUTY DERIVATIVES GROUP
Customer and their metrics
Customers use a set of metrics (performance measure) to judge
how well a need is being fulfilled and a how an offering performs
10. EQUTY DERIVATIVES GROUP
Customer interactions
Customers are able to interact with the organisation through a variety of channels.
In some cases the customer feels part of the organisation
due to the vast amount of information now available.
11. EQUTY DERIVATIVES GROUP
Customer and their Brand Perceptions
Customers now have so much choice, the brand message and
customers perception of the organisation become more crucial
14. EQUTY DERIVATIVES GROUP
Adopted a variety of frameworks
Integrating the
Federal EA
Framework
and Reference
Models
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Strategy
PRM
Business
BRM
Information & Data
DRM
on
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Applications & Services
Co
SRM
Operational
Technology Infrastructure
TRM
ENTERPRISE ARCHITECTURE - A FRAMEWORK
DATA
What
FUNCTION
How
NETWORK
Where
PEOPLE
Who
TIME
When
MOTIVATION
Why
SCOPE
(CONTEXTUAL)
List of Things Important
to the Business
Planner
ENTITY = Class of
Business Thing
Function = Class of
Business Process
Node = Major Business
Location
e.g. Semantic Model
e.g. Business Process Model
e.g. Business Logistics
System
Ent = Business Entity
Reln = Business Relationship
Proc. = Business Process
I/O = Business Resources
Node = Business Location
Link = Business Linkage
e.g. Logical Data Model
e.g. Application Architecture
e.g. Distributed System
Architecture
Ent = Data Entity
Reln = Data Relationship
Proc .= Application Function
I/O = User Views
Node = I/S Function
(Processor, Storage, etc)
Link = Line Characteristics
People = Role
Work = Deliverable
Time = System Event
Cycle = Processing Cycle
End = Structural Assertion
Means =Action Assertion
e.g. Physical Data Model
e.g. System Design
e.g. Technology Architecture
e.g. Presentation Architecture
e.g. Control Structure
e.g. Rule Design
Ent = Segment/Table/etc.
Reln = Pointer/Key/etc.
ENTERPRISE
MODEL
(CONCEPTUAL)
Owner
List of Processes the
Business Performs
TM
SYSTEM
MODEL
(LOGICAL)
Designer
TECHNOLOGY
MODEL
(PHYSICAL)
Builder
DETAILED
REPRESENTATIONS
(OUT-OFCONTEXT)
SubContractor
FUNCTIONING
ENTERPRISE
List of Locations in which
the Business Operates
List of Organizations
Important to the Business
People = Major Organizations
Time = Major Business Event
e.g. Work Flow Model
e.g. Master Schedule
People = Organization Unit
Work = Work Product
e.g. Human Interface
Architecture
Proc.= Computer Function
I/O = Data Elements/Sets
Node = Hardware/System
Software
Link = Line Specifications
e.g. Data Definition
e.g. Program
e.g. Network Architecture
Ent = Field
Reln = Address
Proc.= Language Stmt
I/O = Control Block
Node = Addresses
Link = Protocols
People = Identity
Work = Job
e.g. DATA
e.g. FUNCTION
e.g. NETWORK
e.g. ORGANIZATION
John A. Zachman, Zachman International (810) 231-0531
List of Events Significant
to the Business
People = User
Work = Screen Format
e.g. Security Architecture
Time = Business Event
Cycle = Business Cycle
e.g. Processing Structure
Time = Execute
Cycle = Component Cycle
e.g. Timing Definition
Time = Interrupt
Cycle = Machine Cycle
e.g. SCHEDULE
List of Business Goals/Strat
Ends/Means=Major Bus. Goal/
Critical Success Factor
e.g. Business Plan
End = Business Objective
Means = Business Strategy
e.g., Business Rule Model
End = Condition
Means = Action
e.g. Rule Specification
End = Sub-condition
Means = Step
e.g. STRATEGY
SCOPE
(CONTEXTUAL)
Planner
ENTERPRISE
MODEL
(CONCEPTUAL)
Owner
SYSTEM
MODEL
(LOGICAL)
Designer
TECHNOLOGY
MODEL
(PHYSICAL)
Builder
DETAILED
REPRESENTATIONS
(OUT-OF
CONTEXT)
SubContractor
FUNCTIONING
ENTERPRISE
ting
era
Op
E
ron
nvi
nt
me
16. EQUTY DERIVATIVES GROUP
Custo
mer
Offer
in g
s
Capa
bilitie
Locat
s
Proce
ss
ions
Built out the stock room of the business, which
enables reuse, traceability and common language
18. EQUTY DERIVATIVES GROUP
Enabled the organisation to build holistic views
qï±âŻ Enabling business planning teams & executive teams
to build strategies with a clear view of horizontal
business impacts
qï±âŻ Enabling the business to prioritise business and IT
transformation programmes
qï±âŻ Enabling rapid impact analysis, providing
transparency into complex business challenges that
cross business units boundaries.
qï±âŻ Providing a common language across the wider
organisation.
Milan Guenther / Intersection
20. EQUTY DERIVATIVES GROUP
Have we solved the customer challenges?
Through all the efforts of architecture and standardisation,
why do customers still feel frustrated?
24. EQUTY DERIVATIVES GROUP
Incorporating Design with architecture enables us to focus
on the experience of the customer with an alignment to
business delivery.
By designing the business around the experience (instead of
the experience around the business) you create a more
customer focused organisation.
27. EQUTY DERIVATIVES GROUP
Achieve Full Impact Analysis
We start to understand what channels customers use across
their lifecycle and what the impacts of a change would be
39. EQUTY DERIVATIVES GROUP
Customer needs consistently aligned to the delivery
Needs/design
Deliver/Manage
By understanding the tasks our customer performs we are able to align these
to the various offerings and capabilities the business requires to put in place
to enable the customer needs
40. EQUTY DERIVATIVES GROUP
The business is designed around the experience
Milan Guenther / Intersection
Being able to align the customer needs with the business delivery
ensures that customers get what they want
41. EQUTY DERIVATIVES GROUP
What else is in it for you?
Create a 360 view of the organisation
Architecture rigor to customer design
Focused marketing, targeting the right customers, through the right channels
Architecture aligned to the experience ensures the business model is designed around the
customer.
Business change focused on the customer experience and service delivery
Creates a solid brand message, enhancing the sale of existing and new offerings
Focusing on the customers need identifies gaps in our capability delivery
Drive offerings driven strategies, which are centered around the need of people
43. EQUTY DERIVATIVES GROUP
Mike Clark
Business Designer
Independent Consultant
@mclark497
uk.linkedin.com/in/michaelclark01
http://bridging-the-gap.me