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TrendsInEnterpriseMobility:ConvergenceofMobileBusinessandWebServicesSoftware&Information Industry Association BriefingMay 16th 2002NicholasD.EvansEmergingTechnologySolutionsKPMGConsulting,I(972)373-7429TrendsInEnterpriseMobility:AgendanEmerging Technologies at KPMG ConsultingnState of the Enterprise MarketIT Trends Converging on BusinessDrivers and Barriers to AdoptionnMobile Business&Web ServicesConvergence ScenariosBest PracticesnContacts&Further ReadingnQ&APage 1AgendaEmergingTechnologiesatAboutKPMGConsulting,Inc.OurPartnersareLeadersKPMG Consulting has more than 50 strategic alliances with leading eBusiness solution providers-partners such as:Sun MicrosystemsCisco Systems FedEx Corporation OurPhilosophyEnsuresSuccessKPMG Consulting professionals live our philosophy of delivering outstanding client value by combining real-world,industry-relevant experience with innovative uses of technology.OneoftheWorldsLargestConsultingFirmsKPMG Consulting employs 10,000 people and serves more than 2,500 clients in both the public and private sectors.Headquartered in McLean,Virginia,we have principal offices in 16 countries on four continents.FirstBigIPOof2001KPMG Consulting became public corporation on February 8,2001NASDQ symbol:KCINOurBusinessiseBusinessOur core service offering is end-to-end eBusiness integration.This offering encompasses:Supply Chain Business and Technology Strategy Trading Partner Integration and Exchanges Integration and On-Boarding Integrated Enterprise Operations Systems and Technology Integration Network Solutions and Web Architecture Outsourcing Strategy and Processes Internet Strategy/Branding Customer Care Online Training Page 2AboutKPMGConsulting,Inc.OurWirelessSolutionOfferingsKPMGWirelessSolutionsnreadySetGO!mobileSuccess roadmap to gain new ROI by applying wireless and mobile computing technologynR2iMobileProvides clients with a methodology for implementation of Wireless solutions for their organization utilizing pre-defined reference architectures designed to achieve a fast implementation of a solution which focuses on solving real-world business problems.nWirelessLANsProvides clients with the design and implementation of WLANs targeted at achieving business value.More focused on the integration with applications running on WLANs than on just the implementation of the WLANs themselvesnTransactionPlatformsProvides clients with the strategy,design and implementation of Transaction Platforms targeted at specific industry verticals.Key characteristics of these solutions are that they focus specific solution aspects which are required to complete transactions.Among these key solution aspects are Security,Mobile Wallet,Transaction Processing,and Scalability.Wireless Transaction PlatformsStrategySystemIntegrationEnablementRoadmapTransactionsAccessNetworkPage 3WirelessSolutionOfferingsKPMEmergingTechnologiesatKPMGConsultingThe charter of the Emerging Technology Solutions practice is to keep KPMG Consulting in step with emerging and“disruptive”technologies by Coordinating the identification of emerging technologies that are strategic to the business of our clients Incubatingthe highest priority technologies within KPMG Consulting so that they can mature and Launching them as either new core solution offerings or key differentiators for our existing solutionsPage 4EmergingTechnologiesatKPMGEmergingandDisruptiveTechnologiesSomeoftheseemerginganddisruptivetechnologieswillimprovebusinessprocesses,othershavethepotentialtoreshapeentireindustriesThe“Map”positions technologies according to the level of impact when deployed and the level of penetration BusinessImpactReshape IndustriesReshape Business ProcessesImprove Business ProcessesBusinessPenetrationby200310%20%30%40%50%60%70%80%90%Wireless Web*mCommerce*Web Services*Voice-over-IP*Enterprise Portals*Enterprise Instant Messaging*ASPs*P2P*Wireless LANEmbedded Tags*Natural Language Interface *Source:ITExpo,2001Page 5EmergingandDisruptiveTechnoSolutionRadarLargeMarketModerateMarketSmallMarketBPPMWebServicesPeerServicesWirelessInfrastructureMgmtReal-TimeM-CommerceFY04+FY04+FY05+FY05+FY02-03LinuxBPOBroadbandPotentialMarketSizeBPMEmbeddedSystemsSecurityPage 6SolutionRadarLargeMarketModeITTrendsConvergingonBusinessMobileBusinessisjustoneofseveraltechnologytrendscreatingtheopportunityforbusinessagilityandcompetitiveadvantagenNext generation infrastructure technologies such as real-time computing,embedded systems,web services,peer services,and wireless/mobile are best implemented and approached in a holistic manner that exploits the benefits of eachnThey are closely inter-related.and often mutually required.for example.Web services enable anytime,anywhere access to information and transactions on any device and any platformWeb services brings new development and deployment paradigms to enterprise software and to electronic businessMobile business brings new access paradigms to enterprise software and to electronic businessWireless/mobile is becoming a key node for digital services/web services transactions and processesPage 7ITTrendsConvergingonBusineMobileBusiness&WebServicesM-BusinessDriversnAnytime,anywhere mobile access to enterprise processes and informationnIncreased revenuesnIncreased customer satisfaction and retentionnReduction of costs nImproved efficiencies and productivitynReduced cycle timesnAbility to make faster and more informed decisionsnDifferentiation from the competitionnImproved data accuracyWebServicesDriversnSoftware as a service movementn“Unbundling”of enterprise processes virtual enterprisenReduction of complexitynMigration towards real-time enterprisenReduction of cost for development effortsnInteroperability across heterogeneous devices and applicationsnLoosely-coupled integration that can accommodate changes to business processPage 8MobileBusiness&WebServices Enterprise production implementations CRM,SFA,SCM,Business Intelligence Advanced Devices Telematics Location-Based ServicesWidespreadEnterpriseProductionImplementationsMulti-modalinterfacesContextAwareArtificialIntelligenceRFID(“BitsandAtoms”)M-CommerceStrategyExecution412ViralEnterpriseMobilityTrends&Timeline Enterprise education/research Hype around the“Wireless Web”Mostly consumer focused WAP Stocks,News,Weather Enterprise pilots in e-mail,PIM,CRM/SFA Early strategy formulation Wireless Middleware WASPs Unified Messaging Enterprise strategy formulation Digital Services 3G Production Deployments WLAN Adoption barriers are removedEducation2005+LateMajority2003EarlyMajority2002“Chasm”2001EarlyAdopter1999-2000PioneerEnterpriseProductionDeploymentsofWirelessDataPage 9EnterpriseproductionimplemeWirelessDataExamplesnTodays enterprise landscape in terms of wireless and mobile deployments.nSupply SideOver-abundance of wireless middleware vendorswe expect consolidation and return to prominence of the major players such as IBM,Microsoft and OracleIntelligent new solutionsfor example,wireless infrastructure management from companies such as mFormation TechnologiesElimination of barriers to adoptionfor example,recent 3G announcements from companies such as Sprint PCSnDemand SideStrategy formulationvalue proposition and business case developmentPilotspaving the way for process and behavior change required to exploit wireless and mobile solutionsImplementation by early adoptersfor example InfoWave and American UniversityPage 10WirelessDataExamplesTodaysWirelessDataExamplesnAmericanUniversityAmerican University asked KPMG Consulting to conduct a detailed study and pilot to determine the viability of offering wireless voice and data service to students,faculty and staff.The KPMG Consulting team combined market research,financial analysis and competitive analysis to evaluate and validate the opportunity.KPMG Consulting then helped the client select vendors and conduct a two month pilot of a wireless voice and data system.The successful conclusion of the pilot validated the wireless strategy and proposed wireless network.On May 1,2002,American University announced their plans to implement campus-wide,the wireless system to handle voice,data and messaging.nInfoWaveInfowave develops software that allows mobile and disparate workforces to access corporate networks using wireless devices.To support its rapid and dynamic growth,the client wanted to implement a CRM solution to provide more accurate,up-to-date customer information to its sales force and channel partners.The wireless CRM solution was deployed to end-users within sales(inside and regional),marketing,product management,customer service,corporate communications,investor relations and to the executive team.The solution provided users with real-time,read/add/update functionality while connected wirelessly.Within a standard web browser on their mobile device,users have real-time visibility into the entire prospect/customer profile.Some of early ROI metrics include:nImproved Productivity(sales cycle reduction of 50%,improvement of lead receipt to response by 100%)nReduction in Operating Costs(reduction in partner-related costs by 50%,more effective use of marketing expenditures)nGain in Market Share(increase in customer base by 20%)nImprovement in Bottom Line(increase in customer-paid installations by 300%)eCustomer World Golden Award 2001 for excellence in its Mobile CRM Solution category Page 11WirelessDataExamplesAmericanWhatsNeeded?WhatwillaidenterpriseadoptionofMobileBusinessandWebServices?ImprovedeconomicclimateandindustrymaturityFocusonbusinessbenefitsnottechnicaldistractionsCompellingvaluepropositionsforenterpriseadoptionSolutionsthataccommodatetodayslimitationsindevices,standards,bandwidthandcoveragePioneersandearlyadoptersgeneratingsuccessstoriesandROIstoriesSeriouspilotswithclearobjectivesandnot“sciencefairs”CarefullyexecutedstrategiesanddeploymentsthatleveragesynergiesbetweentheseemerginganddisruptivetechnologiesFundamentalunderstandingthatemergingtechnologiesarethenextcompetitiveadvantagePage 12WhatsNeeded?WhatwillaidenMobileBusiness&WebServicesIndustryScenariosExamples of where mobile business and Web services can be applied in combination to solve enterprise requirementsBestPracticesRecommendations for enterprises when considering the convergence of mobile business and Web servicesPage 13MobileBusiness&WebServicesIndustryScenariosChemicalsCreatingtheReal-TimeEnterpriseMobilityandBusinessProcessPerformanceManagement(BPPM)A chemicals company using wireless and mobile devices as part of a business process performance management system tied to sales and field operations.Benefits/ObservationsMobile devices help to move to the required level of visibility and access to informationProvides sales force with alerts related to sales opportunities(leads)and sales exceptions(customer purchasing patterns out of limits,inventory unavailable,logistics issues)Management by exception mobile device becomes a business device monitoring the business activities and key performance indicatorsMobile devices provide an alert mechanism for faster response to business process exceptionsApplication integration accomplished via Web servicesPage 14IndustryScenariosChemicalsIndustryScenarios-CommunicationsCreatingNewRevenueStreams-DeliveryandIntegrationofDigitalServicesA mobile handset manufacturer moving into digital services such as downloadable ring tones has two challenges payload delivery to the device and back-end integration with wireless carrier billing systems.Benefits/ObservationsMobile devices are the end point for the payload delivery effectively serving as the subscriber for Web servicesNew integration techniques such as Web services can help to speed integration and reduce costs of connecting into back-end carrier billing systemsWireless Internet value chain is enhanced via web services complexity is reduced and open standards help to foster inter-connection of value chain participantsPage 15IndustryScenarios-CommunicaIndustryScenarios-SoftwareCreatingNewServicesMobileplatformsclimbingupthestackincorporatingWebservices-basedapplicationsA wireless middleware vendor moving up the stack via acquisition of a vendor in the field force automation space.They are adding workflow on top of their basic transcoding engine and supporting standards such as SOAP both in the development environment and the runtime environment.Benefits/ObservationsMobile business technologies are becoming embedded into all applicationsAll applications are gaining web services functionality as software moves towards the software as a service(SaaS)modelResult will be that most software will have mobile functionality and web services functionality as key infrastructure elements that support the business functionalityPage 16IndustryScenarios-SoftwareIndustryScenarios-ManufacturingSupplyChainVisibilityMobiledevicesandwebservicesforspeedingvendorqualitymanagementWithin the supply chain,information on the quality of goods received at a warehouse is recorded on a PDA with wireless connectivity.The results are transmitted to a real-time system,coupled with web services integration to partner systems,in order to manage vendor quality.The real-time nature of the information flow helps reduce cycle times and increase productivity compared with more traditional batch-orientated processes.Information captured electronically at the point of activity also eliminates the need for duplicate data entry in the back office,hence improving data accuracy.Benefits/ObservationsMobile devices help to ensure data accuracy and information capture at the point of business activityReal-time systems help to ensure zero latency from data collection at the warehouse to integration and reporting to partner systemsWeb services help to ease integration with multiple partner systemsPage 17IndustryScenarios-ManufactuTakeaHolisticApproach1)DontconsiderMobileBusinessorWebServicesinavacuumMobileBusiness:Additional channel that enhances existing channels.Just as E-Business becomes embedded in the business so will M-BusinessWebServices:Emerging technologies can also play a role web services,peer services,embedded systems(machine-to-machine)BusinessImpactReshape IndustriesReshape Business ProcessesImprove Business ProcessesBusinessPenetrationby200310%20%30%40%50%60%70%80%90%Wireless Web*mCommerce*Web Services*Voice-over-IP*Enterprise Portals*Enterprise Instant Messaging*ASPs*P2P*Wireless LANEmbedded Tags*Natural Language Interface *Source:ITExpo,2001Mobile Business&Web Services Impact:Along with web services,M-Business technologies represent another emerging technology category that has the potential to reshape entire industries!Page 18TakeaHolisticApproach1)DoLookatFundamentalSynergies2)BothmobilebusinessandWebservicesapplytotodaysenterpriseinitiativesvirtual,real-time,ubiquitousand“back-to-basics”viacosttakeoutandperformanceimprovementMobileBusinessNot just the intersection of Internet and WirelessNot just the“wireless web”Allows new business models,new processes,and real-time computingRemoves former process bottlenecks and permits information and transactions at the edge of the corporationWebServicesNot just for integrationNot just cost reduction and complexity managementAllows new business models,new processes and real-time computingAllows dynamic assembly of business transactions and loosely-coupled integrationMobile Business&Web Services Impact:Allows us to start to shape technology around ourselves and our business processes instead of shaping ourselves around technologyPage 19LookatFundamentalSynergies2IncorporateProcess3)IncorporateprocessandwellastechnologyMobileBusinessOpportunity to create entirely new processes as well as to re-engineer old processes.Opportunity to eliminate both“static”and“dynamic”bottlenecks queues(too little movement)or work away from point of business(too much movement)WebServicesWeb services and business process management.Concept of“business services orchestration”(Fuego)across people and applications mobile devices includedMobile Business&Web Services Impact:As you view mobile business from a process perspective,Web services can serve as the enabler to publish and subscribe to software services in a process-oriented approach.The mobile device interaction becomes part of the process.Page 20IncorporateProcess3)IncorporMovetowardsReal-Time4)UnderstandyourperprojectneedsonthemobilitycontinuumMobileBusiness:Need for real-time information and real-time connectivity(wireless WAN)vs.more batch-oriented daily connectivity(wireless LAN and cradle synchronization).WebServices:Dynamic assembly,business websMobile Business&Web Services Impact:As you move towards the real-time enterprise,these two technologies become more intricately linked.Plan your projects accordingly based upon their real-time requirements.Mobility ContinuumCradleSynchronization(Batch)WirelessLAN(Hourly)e.g.warehouseactivityWirelessWAN(NearReal-Time)e.g.salesleadse.g.orderstatusReal-TimeEnterpriseWebservicesfordynamicassemblyofpre-arrangedpartnersWebservicesforenterpriseapplicationintegrationStaticorBatchTransactionsPage 21MovetowardsReal-Time4)UnderLookatSoftwarePlatformConvergence5)PlanforsoftwareplatformconvergenceMobileBusinessConvergence of EAI,application server and mobile server functionsWebServicesIncorporation of Web services technologies into application server platformsMobile Business&Web Services Impact:As vendors build out the functionality of their application server platforms,mobile business and Web services support will become standard.Plan your IT architecture accordingly.ApplicationServersMobileServersEAI/B2BServersWebServicesSupportPage 22LookatSoftwarePlatformConvBestPracticesSummaryofEnterpriseRecommendations1)TakeaholisticapproachDontconsiderMobileBusinessorWebServicesinavacuum2)LookatfundamentalsynergiesBothmobilebusinessandWebservicesapplytotodaysenterpriseinitiativesvirtual,real-time,ubiquitousand“back-to-basics”viacosttakeoutandperformanceimprovement3)IncorporateprocessIncorporateprocessandwellastechnology4)Movetowardstoreal-timeUnderstandyourperprojectneedsonthemobilitycontinuum5)LookatsoftwareplatformconvergencePlanforsoftwareplatformconvergencePage 23BestPracticesSummaryofEnterContactsnJohn Delk Managing Director,Emerging Technology Solutions(678)731-2020,nBob Quicke Sr.Vice President,Software&Services Segment(650)404-3801,nNick Evans Director,Emerging Technology Solutions(972)373-7429,http:/ 24ContactsJohnDelkManagingDFurtherInformationnLearnaboutwirelessinourWebSeriesonMobileOpportunities!View1hourpresentationsanytimeontheWeb!Wireless:TheFoundationforEnhancedProductivity-Presented by Cisco SystemsExtendingtheEnterprise-Presented by Siebel SystemsFromEnterprisetoEndDevice-Presented by SelecticaWirelessinAction-RealExamples-Presented by BrienceStrategicMobileSolutions-Presented by KPMG ConsultingRegistration:http:/kpmgcmobile.tvWhitePaperRSG!mobile:http:/ 25FurtherInformationLearnaboutFurtherReadingTrends&Opportunities“A common goal for the next software generation”Financial Times,December 27th,2001http:/ IT Trends Ahead”Internet Week,August 22nd,2001http:/ practices for enterprise mobility”.NET Magazine,February,2002http:/ the Web Services Value Chain”.NET Magazine,April 2002http:/ Risk,High Rewards”Optimize Magazine,March 2002http:/ 26FurtherReadingTrends&OpportQ&A“Over the past decade,the technical challenge for businesses has been to implement large packaged software applications such as enterprise resource planning,customer relationship management and supply chain management systems.The challenge over the next decade will be to implement the next generation of software in a manner that is category-agnostic.In other words,how enterprises exploit the business and technical linkages and overlaps between software categories and components will be more critical than the functions of the components themselves.As enterprises become more virtual and more business functions are outsourced,the raw elements of speed and flexibility,and the level of collaboration between software components will be key fact
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