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March 04, 2020

IBM's 2020 AWARD FINALIST CASE STUDY :  Business Achievement of Operational Excellence in Business Products & Services

Read this article about IBM, Finalist in the Business Achievement of Operational Excellence in Business Products & Services, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Within a two-year period, Devices@IBM team delivered a globally standardized and integrated, end-to-end asset management system, providing all IBM employees with a consistent, simplified and modern retail-like experience for requesting, managing, and returning their company-owned devices. This initiative allowed to more than double team’s productivity and coverage of countries with no additional cost.  

This project delivered a wide range of benefits to the IBM Enterprise, such as:

1) better employee engagement,

2) enhanced user experience, and

3) the most productive work environment for all IBM’ers. Perhaps not as visible, but just as important, are the foundational and organization structures that have been put in place.

They allow for future expansion of scope, process improvements, automation, consolidation of workflows, broader integration across the stakeholder’s strategic initiatives, and reliable big data. 

For example, data driven policies and the configurable nature of the system ensured new entities and countries could be onboarded quickly.  Access to the system, employee workstation choices, delivery options and email are all configurable using attributes such as country, employee eligibility (DES value), business unit and employee type. An important design element is that system wide changes can be made in minutes, delivering the same consistent experience to all employees, while at the same time supporting specific business and locality needs.  As these changes are made within the system and across the enterprise, the underlying process remains the same which means the employee always receives the same level of service. 

Integration with 3rd party providers is done once and available to the entire enterprise.  This was highlighted with our scope expansion to include mobile devices.  Through the Devices@IBM web experience, we integrated with Mobi to provide all employees with the same experience for mobile devices that they were accustomed to for their other devices. 

More recently, IBM decided to move from a purchase model to a leasing model.  With very few changes to the process and the system, the model was integrated into Devices quickly and with no impacts to the employee or the Devices@IBM team. 

The new Devices@IBM process can react to IBM’s business needs in days, if not hours  and we can get an accurate global reading of IBM’s assets in minutes instead of weeks or months. Our ability to deploy new features, enhancing the employee experience, now happens at a rate of one new release every 1.5 weeks, where it used to be quarterly to every six months.

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The most accurate measure of our success is reflected in our NPS (Net Score Promoter) score, which has been on a steady increase – starting in the mid 30’s when the new Devices@IBM strategy was first deployed to now being in the mid-’80s as an enterprise-wide system. 

We see real validation embedded in the improved reliability of our data and reporting. Having reliable, good quality data has opened opportunities to new activities and process improvements through automation, process optimization, business analytics, cognitive opportunities, etc., whilst at the same time building a better, more straightforward employee experience to manage their devices.

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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