The only step-by-step guide to transformingany company into a highly efficient, responsive,and profitable organizationReal-time enterprise (RTE) refers to the seamlessfusion of IT and business operations to fosterevent-driven marketing, process automation, just-intimeprovisioning, and readily available business intelligence.By ensuring that the right information flows tothe right people at the right time, RTE allows companiessuperior efficiency and quicker response time toboth problems and opportunities. Drawing on fiveyears of research at more than 30 leading companies,Becoming a Real-Time Enterprisefills a gaping hole in thebusiness literature by bringing RTE down to earth forbusiness readers and providing a complete blueprintfor achieving real-time status.

Behnam Tabrizi, Ph.D. is a professor at Stanford University's Department of Management Science and Engineering and a senior consultant to Hewlett-Packard, IBM, Motorola, GAP, Lucent, Cisco, Nortel, and other prominent clients worldwide.

Acknowledgments

xiii

Introduction

xv

Chapter 1: The Real-Time Enterprise

1

(18)

Why Are So Few Companies Real-Time?

3

(2)

Not Aligning Real-Time Deployments with Business Goals

3

(1)

Cost and Complexity

4

(1)

Examples of Real-Time Failures

5

(11)

Strategy Failures

5

(2)

Planning Failures

7

(4)

Implementation and Tactical Failures

11

(5)

Summary

16

(1)

Notes

17

(2)

Chapter 2: Real-Time Enterprise Strategy and Planning Model

19

(26)

Real-Time Enterprise Strategy Model

21

(15)

Create Competitive Advantage

22

(1)

Reduce Uncertainty

22

(2)

Reduce Complexity

24

(3)

Prioritize Modular Initiatives

27

(2)

Uncertainty and Complexity within a Module

29

(1)

Strategy Examples from Industry

29

(7)

Real-Time Enterprise Planning Model

36

(6)

Achieve Desired ROI

37

(1)

Address Critical Information Discontinuities

38

(2)

Address Critical Latencies

40

(2)

Summary

42

(1)

Notes

42

(3)

Chapter 3: Real-Time Enterprise Implementation Model

45

(34)

Enterprise Information Architecture

47

(1)

Integration

48

(2)

Development Strategies

50

(1)

Compression Approach

50

(1)

Experiential Approach

51

(1)

Combination Approach

51

(1)

Implementation Framework

51

(26)

Implementation Steps

52

(15)

Implementation Components

67

(10)

Summary

77

(1)

Notes

78

(1)

Chapter 4: The Road to Real-Time Enterprise Using RFID

79

(42)

Applying the Strategy Framework

81

(5)

Create Competitive Advantage

82

(1)

Reduce Uncertainty

83

(1)

Reduce Complexity

84

(2)

Modular Prioritization

86

(1)

Learning by Doing: Strategy Framework

86

(6)

Seven-Eleven Japan (SEJ)

87

(2)

United Colors of Benetton

89

(2)

United Parcel Service

91

(1)

Applying the Planning Framework

92

(9)

Achieve Return on Investment

93

(4)

Address Discontinuities

97

(2)

Address Latencies

99

(2)

Learning by Doing: Planning Framework

101

(5)

Seven-Eleven Japan (SEJ)

101

(2)

United Colors of Benetton

103

(3)

Applying the Implementation Framework

106

(7)

Capture Data

107

(2)

Monitor Data

109

(1)

Analyze Data

110

(12)

Interpret and Act

122

Feedback

112

(1)

Learning by Doing: Implementation Framework

113

(5)

Seven-Eleven Japan (SEJ)

113

(5)

Summary

118

(1)

Notes

119

(2)

Chapter 5: Real-Time in Hospitals

121

(18)

Real-Time Opportunities in Hospitals

122

(7)

Patient Records Management

122

(1)

Patient Prescriptions

123

(2)

Bed-Allocation Management

125

(1)

Major Equipment Management

126

(2)

Management of Small Instruments and Supplies

128

(1)

Prioritizing the Options: Strategy Framework

129

(3)

Patient Records Management

129

(1)

Patient Prescriptions

130

(1)

Bed-Allocation Management

131

(1)

Major Equipment Management

131

(1)

Management of Small Instruments and Supplies

132

(1)

Prioritizing the Options: Follow the Money

132

(2)

Patient Records Management

133

(1)

Patient Prescriptions

133

(1)

Bed-Allocation Management

133

(1)

Major Equipment Management

134

(1)

Management of Small Instruments and Supplies

134

(1)

Applying the Planning Framework

134

(1)

Applying the Implementation Framework

135

(2)

Summary

137

(1)

Notes

137

(2)

Chapter 6: Cisco: The Real-Time Enterprise Role Model

139

(18)

Company Background

141

(2)

Systems' Growing Pains

141

(2)

New Funding Model—IT as a Profit Center

143

(1)

Emphasis on Technology Standards

144

(2)

e-Business Initiatives

146

(6)

Cisco Connection Online (CCO)

147

(2)

Cisco Manufacturing Connection Online (MCO)

149

(1)

Cisco Employee Connection (CEC)

150

(2)

Productivity Gains from an RTE Model

152

(1)

On the Horizon

152

(2)

e-Learning

152

(1)

e-Collaboration

153

(1)

e-Sales

154

(1)

Challenges Moving Forward

154

(2)

Notes

156

(1)

Chapter 7: AT&T: Real-Time Transformation

157

(26)

Telecommunications Industry Overview

157

(1)

Company Background

158

(2)

AT&T Business Services

159

(1)

AT&T Customer Services

160

(1)

Challenges Facing AT&T

160

(3)

Internal Challenges

161

(1)

Competitive Challenges

161

(1)

Customer-Base Challenges

162

(1)

Business Goals

163

(4)

Improve the Overall Customer Experience

163

(2)

Improve Internal Process Efficiency

165

(1)

Offer New Features and Functionality

166

(1)

Vision for Change

167

(3)

Concept of One

167

(1)

Concept of Zero

168

(1)

Concept of None

169

(1)

Transforming AT&T: The Concept of One

170

(6)

Improving Customer Experience

170

(3)

Internal Improvements

173

(1)

Challenges to Implementation

174

(1)

Measures of Success

175

(1)

The Road Ahead

176

(3)

Future Outlook

177

(1)

Future Challenges

178

(1)

Notes

179

(4)

Chapter 8: Real-Time Operations in Stock Exchanges and Data Service Providers

183

(18)

New York Stock Exchange

184

(6)

Connection with Brokerage Firms

184

(1)

Automation of Order Processing

184

(1)

Wireless Communication

185

(1)

Data Slicing and Dicing

186

(1)

Real-Time Data Service

186

(1)

System Capacity

187

(1)

Benefits to Stock Exchange Participants

188

(2)

Drawbacks to the Participants

190

(1)

Nasdaq

190

(4)

Elimination of Physical Trading Floors

190

(1)

Flexible Trading Activities

191

(1)

Abundant Real-Time Data Service

192

(1)

Benefits of the Exchange

192

(2)

Independent Data Providers

194

(1)

Bloomberg

194

(1)

Yahoo! Finance

194

(1)

Future Trends

195

(2)

Post-September 11 Emergency Action

196

(1)

Summary

197

(1)

Notes

198

(3)

Appendix: IT Software Components in an Organization

201

(12)

Enterprise Resource Planning (ERP)

201

(1)

Leading Providers

202

(1)

Supply Chain Management (SCM)

202

(3)

Production

203

(1)

Supply

203

(1)

Inventory

203

(1)

Location

204

(1)

Transportation

204

(1)

Information

204

(1)

Components

204

(1)

Leading Providers

205

(1)

Customer Relations Management (CRM)

205

(1)

Leading Providers

206

(1)

Employee Relations Management (ERM)

206

(1)

Leading Providers

207

(1)

Product Lifecycle Management (PLM)

207

(2)

Benefits of PLM

208

(1)

Leading Providers

209

(1)

The Future

209

(2)

Integration of Modules

209

(1)

The Internet

209

(1)

XML: New Standard for Data Transmission

210

(1)

Mobility

210

(1)

Notes

211

(2)

Index

213

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