Business Solutions on Demand: Transform the Business to Deliver Real Customer Value

Business Solutions on Demand: Transform the Business to Deliver Real Customer Value

by Mark Vincent Cerasale, Merlin Stone
     
 

ISBN-10: 0749441720

ISBN-13: 9780749441722

Pub. Date: 03/28/2004

Publisher: Kogan Page, Ltd.

* Based on both IBM's own unique business transformation and those it has helped its clients to achieve

Overview

* Based on both IBM's own unique business transformation and those it has helped its clients to achieve

Product Details

ISBN-13:
9780749441722
Publisher:
Kogan Page, Ltd.
Publication date:
03/28/2004
Edition description:
New Edition
Pages:
278
Product dimensions:
6.34(w) x 9.34(h) x 1.14(d)

Table of Contents

Author profilesxi
List of contributorsxiii
Forewordxvii
Acknowledgementsxix
1Business strategy and transformation1
Introduction1
Business leaders face increasing pressure2
Business strategy8
Strategic vision10
Business design13
Summary19
Notes20
2Transformation in food retailing22
Introduction22
The frozen food industry in the United Kingdom23
The chilled ready meals industry in the United Kingdom28
Conclusion34
A global movement35
Summary37
Notes37
3The low-cost business model38
Introduction38
The causes of change39
From product value to customer value46
Summary53
Notes53
4The solutions business model55
Introduction55
From products to services56
From services to solutions64
Customer value through solutions66
Summary71
Notes72
5Transformation in the information technology industry73
Does IT matter?73
The nature of innovation75
Innovation in the IT industry76
IBM's solutions journey78
Information technology in the 'on-demand' world82
Summary90
Notes91
6Industries transforming93
Introduction93
Fast-moving consumer goods industry94
The media and entertainment industry96
The aerospace and defence industry99
The freight and distribution industry104
Retail financial services108
Summary110
Notes111
7Business innovation112
Introduction112
What is innovation?114
Can you manage for innovation?115
What are common inhibitors to innovation?115
How your company's processes, strategies and organizational structure can support innovation116
What are the signs of solution opportunity?123
Summary128
Notes128
8The business innovator131
Introduction131
My background131
My job132
Conclusion140
9Solution creation and delivery141
What solution providers do141
The need for business transformation142
Traditional sales and distribution142
The emerging demand for solutions144
Suppliers introduce solutions148
Solution creation and delivery process149
Solution creation and delivery people155
Summary160
Notes160
10The customer relationship manager162
Introduction162
Solution selling163
Career development169
Conclusion170
11Solution marketing171
Introduction171
From product to customer value173
The importance of services capabilities and enablers177
Marketing: the low-cost route178
Services marketing versus solutions marketing180
Solution marketing182
Summary192
Notes193
12The industry marketing manager195
Background195
Introduction196
The role196
Market planning196
Relationship marketing198
'Team IBM'200
Conclusion201
13Knowledge management202
What is knowledge?202
Knowledge workers204
Knowledge products205
Customer knowledge206
The value of knowledge207
Knowledge management210
Knowledge management in traditional companies212
Knowledge management in low-cost companies213
Knowledge management in solution companies215
Succeeding with knowledge management220
Conclusions223
Summary224
Notes224
14The knowledge manager226
15Business design235
Introduction235
Economic change235
The customer revolution237
Core competencies238
The Hollywood studio operating model239
The network economy240
Solution business designs242
Solution capabilities and enablers244
Solution culture253
Conclusion254
Summary255
Notes255
16Change management258
Introduction258
Change on this scale is organizational and personal259
The value of change management261
Leadership is vital264
Developing a business case264
Building commitment and communication265
Ability development and addressing capability gaps266
Motivation and performance measurement266
Creating the right organizational framework267
Culture: don't blame and don't ignore268
Making it happen: an integrated implementation approach270
Lessons learned273
Summary273
Conclusion for the book274
Notes274
Index275

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