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Knowledge Management Useful Functionalities (SOA)

• Primavera P6 Professional Project • Composite applications


Management (www.oracle.com)
• Agility
• McLaren Collaboration Workspace CW
• Reusability
(www.mclarensoftware.com)
Cloud Computing
• ProjectGrid (www.ProjectGrid.com)
• Icloud
• ProjectTalk (www.projectTalk.com)
• Amazon
• Elite 3E (www.elite.com)
• Google drive
• Microsoft Professional 2016
(www.microsoft.com) Mobile Computing
• Others • public (the web)
Emerging Tools • corporate (business information)
Web Services • personal information spaces (medical
records, address book)
• Storage
Big Data
• Computing
 High-volume, high-velocity and/or high-
• Database
variety information assets that require
• Simple queue service (SQS) new ways of processing.

• Flexible payment services (FPS) • web logs

• Online marketplace • social networks

• Build and host web applications • social data

• Premium support • Internet text and


documents
Service-Oriented Architecture
• Internet search
• Enterprise layer
indexing
• Process layer
• call detail records
• Intermediary layer
• medical records
• Basic layers
• large-scale e-
Three Principal Elements (SOA) commerce

• Virtualization • photography archives

• Grid computing • video archives

• Web services
Implementation of Operational Excellence 3. Employee training costs and expenses
of new hires, if any.
 select the projects
4. Projected reduction of operations
 evaluate their financial viability
costs.
 check the technical feasibilities in view
5. Projected life of the OE project in years.
of the resources available
6. Cost of money.
 going forward with the project
implementation Technical Feasibility

Selection of OE Projects “Can the project be implemented based on the


available people, schedule, technological tools,
1. Assuring competitive advantages by
financial resources, and managerial attention?”
utilizing corporate know-how to
customize service and to bring about Management Commitment
value beyond the customer’s
• business objectives
expectations.
• definition of specific project goals
2. Streamlining those processes that allow
customer-facing agents to rapidly • appointment of a project leader
access corporate knowledge when
servicing customers. • allocation of resources

3. Management of customer-centered • project time lines


projects, including access to in-house
and external resources.
Project Execution
4. Customer support processes (e.g., web
pages, call centers). ACTIVITIES

5. Business processes, such as marketing planning


and customer management, including • resource allocation
the collection and processing of
customer feedback. • task organization

6. Other internal business processes, such • progress monitoring


as order entries, invoicing, financial
• problem and conflict resolution
control, supply chain management, and
production. PRODUCTS/ SERVICES ENTERPRISES

Financial Viability of Selected OE Projects • project objectives


1. Capital investments related to the use • scheduling tasks and people
of the OE tools (e.g., Lean Six Sigma,
• promoting team collaboration
web service, or SOA development).
• resolving conflicts, managing
2. Maintenance expenditure for the
selected OE tools. uncertainties
• controlling quality
• planning for unexpected
contingencies
• monitoring tightly all tasks on the
critical path
• making midcourse corrections
• securing customer feedback
CUSTOMER FEEDBACK

• project transparencies
• fast access to data
• rapid communication to allow quick
decision-making
• recordkeeping and knowledge
management
Documentation and Lessons Preservation

• summary of results and review


comments

• unique experiences acquired

• lessons learned

• insights garnered

Organizational Resizing due to Operational


Excellence

1. Create
2. Maintain
3. Implement
4. Communicate
5. Apply
6. Offer

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