CBM

IT

Source: IBM Institute for Business Value

What
KPIs

How

IT

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IT What IT
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TOGAF 8

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03
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Gartner


TOGAF - http://www.opengroup.org/togaf/
FEAF - http://www.whitehouse.gov/omb/egov/a-1-fea.html
NASCIO - http://www.nascio.org/publications/
Zachman - http://www.zifa.com/
MITA - http://www.cms.hhs.gov/MedicaidInfoTechArch/
CBM - http://www.research.ibm.com/journal/sj/444/cherbakov.html
DoDAF - http://en.wikipedia.org/wiki/DoDAF

10


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10

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service
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n t

6 .

Sal es & service

FFrraannc
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Sa l es & serviceS al es & serviceSal es & service S al es & serviceHel p d esk Sal es & service
Out bou nd tel Out bou nd tel Out bou nd t el
Ou t bou nd t el Out bou nd tel

MMiiaam
ii

2 .

DD eevv eello po p WW eeaa ltlthh MM aa nnaa ggee m m ee nn tt

11 .. 33
DDee vvee lloopp VViiss iioonn & & SS ttrr aa tteegg y y
2211 ..44
-- AAcc MM
ququoonn
iirree
ititoo
aa nrrEE
dn d xxttee rr nnaa ll
22 .22.
MM
11.. 55
anna MM
aggao noeen LiLiq
ititoorr,,
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n ttrrooll && AAdd j j uuss tt 22 .
MM
nn aagg
22.. 11
3. 3 MM aa nn agga ee OO
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ss --MM
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.. 44 MM
ee ALLA
aa
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&
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s)s)
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ndnd
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Id enentn
mm
tify te MM RR is kirrvv iiccee CCuu
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&& PP
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sstto
33
.. 11 nndd
AA
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eeryry
rriioorr
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na ge
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stomm
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1. .11MMaa na
sto
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aandnd
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66.. 22 PPrr
33
.. 22aarrDD
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oeerr
ssitiitionon
i titiss
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pprr
cct/t/ssee
vvM
ec44..
t 12
d Cge omCo
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33
.. 33ee MM
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ee PP rroo Cu
ppoosp
ssitiitio
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an ddrruucc
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en
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m 44
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CC
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55 .MM
5 Coaaiinn
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61 6,,
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m
CC hhaa
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dy66
dy66
55
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r o sp ect
66.. 55 II ssssuu ee FF
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55
.37Doovv
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66..
77
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s CCaassttoo
55
.
8
F
in
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gr
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66.. 88 HHaan dn d
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stannblish
an d rree ppoo rr tstsRi ssto
k71
m7aerna
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66 ...19MM
55
M
P ortfo
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Homlding
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m
s i ss
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aa ..1 91 9 TT
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81
8st n AAdd m m iinn iissttee 66
rr AsAsssg etet
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55
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pttrraa
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66..
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11 00
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11
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11 dt11
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55
.
oow
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n
od
ify
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e
r
Da
ta
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En
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een tnt
55 ns
.q13
bbaa
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or
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11 22 PP rree ppaa
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66..uum
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33
HH
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4 M an ag e c am
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n
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m
MM
aannllec
aa ggeep lic atio CCoo
LL ooss tt aann dd SS ttoo
p aig ns
lleses
Ilim
nf eo rntm atio n
lleenn IItteem s
ro vid
Q uo
77 -- MM aa nn aagg ee RR eess 5oouu
se ds m an
77 .. 6.6
11 P MM
aa ennaa
ggteee HHuu mm aann RReess oouu rr cc eses
M onrritocce
r an
TTee
7 7 .. 33 D D eevv eello po p aa nn d d MM aan n aa g gee
/I llusccttuu
tr atio
n
77 .. 22 SS ee ttu pu p aann dd MM
aa iinnttaa
iinn
rere
a ge
cu sto m
e rIInn
pe f rf raa ssttrruu
cch nhmnm aarrkk
II n nf fo o r rmm aatitio n o n
. 4 MM
aan n aa
g gee po
PP rrp oaa
o cc uu
m een n tt
88 .. 11 7 7 .4DD
eevv
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nnrr edd
88..
BBss eenn
88.. 33 MM aa nn
7.7 22
As se
Ri s cchh
k
rfo rm
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go
n aagg ee SS cco o rr ee ccaa rr doollo
sds
PP
eegr fr f o o rr mm aan n cece
P Pee rf rf oo rr mm aa n n
aagg ee
FF MM
iinn aann
cciiaa
MMaa naa
nnaa
gguu
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rr y y
88 ..55
DDee ff iinnee
88 -- MM oo nn iittoorr
&&
aann
a ga llg ee88 .. 44 MM
8.8
F inggalieese RRee
an dyy
A gre
cece
RR eepss
o p PP
o &&
rr titin
n gg
aanaa
d nrrmm
d CC oggee
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nn ttr roco lsls
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A A g gCCoo
rr ee eemmm m pp
BB uu ssiinn eess
eerr
ffoo
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88..
77uoeett
MM
aa nn
aagg
ee RRiis
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88 ..ee
aaee
MM
nnaa
88..
SS
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MM
aagg
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se88
sSS MM
e oor
r ran
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LL eegg aall
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rrity
ity
lilinaann
88 .. 99 MM aa nnaa aa
gg nndd
ee
88..ppp
11 00
DD
eevv eello po pSSaaeennccuu
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aa
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88 .. 11 11
IIdd
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PPrr 88..
oocc
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non
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9.9
M DD
annnattaatitio
ge Pssttee
or tf orr lioRReecc oovv ee rryy &
eenn titiffyy
1 21
2
MM
aa ccuu
nnaa m
ggee
iissaa
&
99 -- MM aa nn aa ggee CChh aa nn
eenn
gege
tsts
99 .. 11 DDCCo
noneelloo
pp eenn cc y y PP llaan nn n iingng
Hoeevv
ldin
gtitinngg
s
99 .. 22 PP llaa nn aa nndd SS ttaarr tt
99 ..33 MM aann aa ggee
10.0 Reeevie w p erfo
99 .. 44
TTrrnn
rr aacc
1 01 0 -- MM aann aga g ee EExx
ttee
aa llkk aa nndd MM
1100 aann
.. 11 aagg
BB uuilil dd && MM aa nnaa gg ee99.. 55 CCoo m m pp
lleettee aa nn dd
SS oo llutitiu o non //BBussu
asesea
PP rroo j j ee
rm aniineen
ce ggee
agssss
ainSSttaa
stCC kk
SS eerrvv iiccee
1 01 0 ..22
MM
aa
oolldd eerr
ctct
IImaann
m pllp
ee m eem
nttn eehh
aa titionon
us tom er p lan
EExx cc eppe
1100 tition
.. 33 snMM
so aa nn aagg ee PP uucbblilicc
RRevve iiewew
11.1eerr
M//PP
an ag
En q u rr RRee l aa
RR eellaa ttiioo nn sshh iipsps
PP rroovv iidd
aa errttnnee
titioonn sshh iip sp s
CC oom m m m u irnuyn iiccaa t itioon sn s
G lo b al
egi on
RRee laa R
t itioon
sn s al
12.2 M od L
ifyocaCul sto
m e r Da ta
13.3 H a nd le c us tom
er c o m p lain t or
c om p lim e nt

4 .

IB M s W ea lth M a nag e m en t pr o c e ss m o de l p ro v ide s a fr a m e wor k

for iden ti f y ing a t w h ic h le ve l o f the or gan i sa tion pr o ce ss e s a re c a
rr ied o ut 11 -- CC rree aatt ee && MM aann a ga g ee
11.. 11
DDee ffiinnee BBuu ssiinnee ssss CC oonn cc eepp ttss & &
11.. 22

NN eetthh
eerrllaannddss

Su ppo rt
RRiisskk &&
Sales &
Pro cessing
OOffffeerr
SSttrraa
Servi
ces tteeggyy
FFiinn MMggmm tt && iinngg
IInnssiigghh tt
Service

1 .

3 .

RReellaattiioo nn
PPrroovv iissii
H R

sshh i p

MM aannaagg ee
m ee n t

Wh
at
we
ne
ed
to
c
han
ge
t o
be
com
e

14

a c
u
r t

ii
V

L
T
e
c
h
n
o
l
o
g

Consumer
R elationship

Direct

Custom er
Customer
M anu fac tur ing
Relationship
Relationship

Custtom er
Cattegory//B rand
Rellattiionshiip
Strattegy
Strattegy
CCaattegoegorryy//BB rrandand StStrraatteegygy

Supply C hain &

M anufacturing
Distribution

Supply C hain
Business
&
R elationship
Business
Distribution
Administration
Administration

M anuffactturiing
MM ananuuffaaccttuurriinngg
SSS ttrraattegyegy
ttrattegy

Pllanniing

SS uuppppllyy CChahaiinn SS ttrraatteegygy

S upplier
StStrraattegyegy
Rellattiionshiip
Management

Strategy

Custtom er
Rellattiionshiip
P llannii
ng

Cattegory/Brand
Pllanniing

SS uupppplilieerr RReellaattiiononsshhiipp
MManageanagemmentent
Producttiion and Matterii
CCaattegoegorryy/B/Brranandd PPllannanniingng
alls P llannii ng
A ssessiing Custtom
Brand P &L Managem ent
SSuppuppllyy CChahaiinn PPllannanniingng
er S attii
PP llaannnnii ngng
sffacttiion

Control
T actics

Execute
Execution

Corporatte Strattegy

CC oo rr popo rraattee S tStrraatteg ye gy

S upplly Chaiin S
CCuuss ttoo mm ee rr RReellaattiio no nss hhiipp
ttrattegy
Corporatte

Supplly Chaiin
Pllanniing

Allii ance M anagem

CCoorrpoporraattee
ent PPllannanniingng

( )

Liine off Busiiness

AAllllii aannccee MM
anaanaggeemm eentnt
Pllanniing

CCuuss ttoo mm eerr RReellaa ttiio no nss hhiipp

Busiiness Perfform
anceM anagem ent
Diis ttriibuttiion
Oversiight
LLiinene ooff BBuussiinenessss PPllannanniingng
E xtternall Markett
PPrroduoduccttiioonn andand MMaatteerrii aallss
Anallysis
Custtom er
M anuffactturiing
IInsiights
PP llaannnnii ngng
Oversiight
BBuussiinenessss PPeerrffoorrmm
ananccee
Organiizattiion and
Process Des iign
AA ssssee ssssiinngg CCuussttoo mm ee rr
Markettiing
D evell
entt
BBrraa nndd PP
&& LLopm
MManagana
g eemm e ntent
MM
&
E
IIn-bound
Outt-bound
anaanaggeemm entent
ffffecttiiveness
Legall and Regull
Logiisttiic
Logiisttiic
S uppllii er
SS aattii ssffaaccttiionon
DDiissttrriibubuttiioonn
OOvveerrssiigghtht
A ccountt M anagem
attoryCom pliance
s
s
Conttrol
ent
Productt
IIdeattiion
EE xxtteerr
MM aattcchhiingng SSuppuppllyy andand
Treasury
and nanall
R iisk
Make P roducts
M anagem ent
MMaarrkkee tt AA nana lly sy sisis
Concept/Productt
Vallue-Added S ervii
Testtiing
CCuussttoo mmeerr IInnssiigg hhtsts
DD ee mm aandnd
ces
MM aanunuffaaccttuurriinngg OOvveerrssiigghtht
Accounttiing and GL
Diisttriibuttiion C
A ssem blle/Pkg..
Productt D evell opm
OOrrganganiizzaattiionon andand PPrroocceessss
entter
Custtom er
Operattiions
Products
ent
Accountt
Serv
MMaarrkkeettiingng DD eevveell ooppmm enentt
&&
IIndiirectt P DD eess
iiciing
P nroductt Managem
rocurement
iigng
ent
Pllantt
Rettail M arkettiing
Facilii OOuutt-ttii es and Equiipm
EE ffffeeccttiivve nee ne ssss
IInventtory
IInn--bbooundund
Management
Executtiion
entt M anagem ent
Transporttattiion
M arkettiing
bobouundnd
Resources
Executtiion
LLe gaeg all a nda nd RRe ge g uull aattoo rryy
LogLogiissttiicscs LLogogiissttiicscs
AA ccccooununttIIn-sttore
MM aana IInventtory
g enag e mm eentnt SS uupppp llii eerr CC o no nttrro lo l
HR Adm iiniisttrattii
Consum er Serviice
CCoommonpplilianancece
Mgm t
M anuffactturiing Procurem
En routte
PPrrooduducctt IIdedeaattiionon
ent
IInventtory
M anagem
IIT Systtem s and
Custtom er
Productt
ent
TTrreaeassuurryy
aanndd RR iisksk
Operattiions
Diirecttory
Diirecttory
MMaakkee PP rro d uo ducc tsts
MM anaanaggeemm entent
M attchiing Supplly
and Dem and

CCononccepept/Pt/Prroduoducctt TTeessttiingng

VV aa llueue--AAd de dd de d SS eerrvvii cc eses

AAccccounounttiinngg andand GLGL

PPrroduoducctt DD eevveell ooppmm entent
PPrrododuucctsts

sssseemmbbllee/P/Pkkgg..
DDiissttrriib ub uttiioo nn CC eeAA
nntteerr

CCuussttoomm eerr AAccccounountt

OOpeperraattiionsons

SSeerrvv iicciingng

IIndndiirreecctt PP rrooccuurreemm entent

PP rroduoducctt MManageanagemm eentnt

PPllanantt IInnvvenenttoorryy

RReettaailil MM aarrkkeettiingng EExxeeccuuttiionon

MMa nag ea na ge mme nte nt

FFaaccililii ttii eess andand

EEququiippmm enentt

TT rraannss p op o rrttaa ttiio no n RR ee ss o uo urrcc eses

MM aarrkkeettiingng EExxeeccuuttiionon

MM a naa na ggeemm e ntent

CCo no nss uumm eerr SSeerrvv iic ec e

IInn--ssttoo rree IInnvve ne nttoo rryy MMggm tm t

HRHR

AAddmm iinniissttrraattii onon

MM aanunuffaaccttuurriingng PPrrooccuurreemm entent

EEnn rroouuttee IInnvvenenttoorryy

PPrroodduucctt DDiirreeccttooryry

CC uussttoo mm eerr DDiirree ccttoo ryry

anda nd OO pp eerraattiio nso ns

MM aannag eag emm ee ntnt

IITT SSy sy sttee mm ss

15

2020

2020

16

17

18

IT

20

20

 CBM Map

21

21

11

22

10

12
(

14

13

15

17

16

18

20

19

23

25

31
27

28

6
7

32

33

34

71

37

36

77

38

39

40

41

42
43

45
49

48

51

52

50

37

52

58

44

46

60
67
66

80

82

81

83

85

84 /

90

86

87

88
89

90

91

92

93

69

94

95
/

76

73

59

47

65

35

62

56

61

57

64

30

29

55

63

24

26

68
79

72

75
74
78
53
54
70

22

 - IT
IT 1-2 IT
IT IT IT

IT
IT

IT
IT / /

23

(B):
( )

(C):

(D):

24

IT

IT

1-2
IT

IT
IT


IT

IT

IT

IT

25

( )

IT

IT

/
/

IT

(
)

( fax web)

( )

IT

IT

IT /

((
/ /
/ /
/ /
)
)

IT

26

IT /

IT

IT
xxx
CRM\ERP

27

R&D
/

28

C
ons ume
Cons
umerr
Re la tion
ship

Custom er
Custom er
R e lationship

Manufa ctur ing

D irect

St ra te gy

S upply C hain &

Mann uu ffaa c cttuu rr iin g

S ttrraattegy

S up pl il ieerr R
eellaa ttii on ss hh ii
pp Ma na g em en t
Cuu ss ttom err
Ree ll aa ttiioo nn SS u ppup pl il ieerr RR ee llaa ttii onon ss hh ii pp
Ma na ge me n tM an ag em en t
sshh ii pp
P llan nii ng
od uccrrttiioo
nn an
d
CCuussPrr
tto meome
RReellaa
ttiioonn
sshhiipp
CCaa tte goe go rr yy//BB rr a ndan d PP llaann nniingng
Ma tteerr iiaa l s
PP lla
nii ngng
A ss eesss
i nnnan
g
PP lan nlan nii ngng
BB rr a nda nd P &P & LL
Cuu ss tto me rr
Ma na ge mM an ag em ee ntn t
S aattii ssffaa
PPrr o duo du cc ttiioo nn a nda nd M aMa tteerr iiaa lsl s
ccttii o n
Ca tegor y/B r a nd P la n n in g

C ontrol
on trol
Ta c tic s

PP lla nnan niin gn g

M aa ttc hhc ii ng
Cuu s stto me rr
BB rr a nda
&dLL M an ag em Ma na ge IInns
m ee intnt
g ht s
Snd
u ppPl y&Pan
A A s ss s ee sss is i ngn g CCuu ss tto meo merr

Ma na gM an ag ee men tme nt
SS aa ttii ssffaa ccttiio no n

Dem an d

Man uff aa ccttuurr iinn gg

Ovvee rrsi ght

M M aa rkrk ee ttinin gg
c o un tt Ma na ge me n t
DDeevvee
M M aa
ttcchhii lolo
ngng SS u ppu pp l yl y anA
dac nd
pme npme ntt &&
E ffffeecttc i ve ne ss

E xe cute

V aa lluuee --A d de d S eerr

PP ro durod ucc tt
MM aaIIde
rrkk
ggn DDeevvee lloo p me vvii
np me
ccentt
s &&
adee
eattiinn
ttii ono
DDee s is i g ng n
P rr o du cc tt
EE ffffee ccttivi ven ee ne s ss s
Cuuss tto me rr
Dee vveelloo pp me nt
A cccc ou ntt
C o nceec pp t/t/P rod ur
S eerrvviic
in g
ccc
cc
ou no un tt Ma na ge m eMan ag e men
tn t
oAA
duss
ttcng
ccPrr
tt Tee
ttii
M an ag eme n t

A ll lliiPP
anllcc
ee nii ngng
CCoo rr popo rraa ttee
a nnan
Ma na ge m ee nt
S u pp ll yy C h aii nn
P lla nnn iing
LL iiag
n ee mM
oo ffan
B uu
s im
neee
ssss
AA ll llii anan cc ee Man
age
ntnt
P llaa n niin g
SS up pu pp ll yy CC h ah aii nn PP llanan nn iin gn g
BuBu sisi n en ess ss
LL ii nen e ooff BB uus is i nene ssssPP
PP
eellaa
rr n nn niin gn g
D is trib uti on O ver si ght
ffoo rm arm ann
cece
Ma na gM an ag ee
BBuu ssii nene ss ss PP ee rr ffoo rrm ama nn ccee
me ntm en t
O rrgg aa nn iiz z aa ttii on a nd
P rr oo
ccee
E xx ttee rnar
ll M
arr s s
keek tt ADees
nn aa i g
lyyl
n siss
Le ga ll an d
EEgu
xx tteerrnan
a llyy
Re
ll aa ttoorr
Co m pp llii an c e

Trr e assuu rryy a nd

Ma kk ee Man uM an uff aa ccttuurr iinn gg OOvvee rrs is i gh tght
Rii Ma
sskk
na gee m en t
P rrod ucc ts
OO rrggaa nn iizz aattii ono n an da nd PP rr ooccee s ss s

CCuu ss ttomeo me rr IInn s is i ghg htst s

DDema n de ma nd

Ex ec ut ion

Coo rrppoo rraa ttee

S ttrr
MaMann uuf f aac cttuu rr iin
gn g aattegy
SS ttrraa tte gyegy
S u pp ll yy C h aiinn Sttrr
CCoorrppoo rraa ttee SS ttrr aatteg yegy
aa ttegy
Coo rr p orraa ttee
ll an
niiyegy
ng
SS up pu pp lly y CC h aha iinn SSttrrPaa
tteg

DD iis sttrrii b ub uttii o no n OO vveerr ssii gh tght

IInn --b ou nn dd
O
uutt--bo un d
L og i s ttiic s
L og iisstti c s

S u pp llii ee rr
Co nttrr ol

MaMa rr kkeett A A nnaa llyy ss isi s

B us
ss&
S upply
C ine
hain
Administra tion
R e lationship
Distr ibution

M an u fa ctu r i n
g
Distr
ibution

B us ine ss Re la tion ship

Administr a tion

Cuu ss ttom err

CCuu
C aa tte go rryy //B rran
dd ss
Sttttom eo me rr RRee ll aattiioo nn sshh ii pp
Ree ll aa ttiioo nn
rraa ttegy
sshh ii pp S ttrr
CC aa tte goeg orryy//BB rranan dd SStt rraa tte gyegy
aa ttegy
SS ttrr aa tte gy egy

A sss see m bllee //P kk gg ..

P rroo dd uu ccts
SS u ppu p plliieerr CCono n ttrr olol

PP la nlan tt IInn
ve nventtoorr
yy
IInn --ss ttoo rree
M an
e men
C on ss u me rr S ee rr
M aMakkee PP
rroag
duo
du cct tsts
IInn vve nttoo rr yy M gm t
vvi c e
M an uffaa cc ttuu rrii ng P rr
ooc cuu rr eme nt
CC o non ccee pp t/t/PPrrod uod u cc tt TTee ss ttiin gnCg uu ss ttom err D iirr
VV aa lluuee --AA d de dd de d SS ee rr vviicce se s
P rr o du cc tt Diirr
ee ccttoo r y
ee c cttoory
PP rr o duod ucc tt DDee vvee lloo pp m en tme nt
uucctst s
CCuu ss tto m eo me rr AA cccco uno un tt

A c c ccoo u nttiinn gg
a nd GL
OO uu tt--b ou n db ou nd

DDi si s ttriri bubu ttioi

o nn IInn--b oub ou nn dd
CCenen tteerr
O pe rr aa ttiooi
L o gLo giiss tticn si
scs

Ree ttaa ii ll M arr kkee ttiin g

E xxee cc uuttiio n
M aa rrkkee ttiing
PP rro duod uc c tt IId ead ea ttii o no n
E xx eecc uu ttiio n

iirrttiic
eecctt
P rr
LoIInn
gL ogdd
isis
sc s
oocc uu rreme nt

Le g aLe ga ll an da nd RReg ueg ullaattoo rr yy

F aa cc iilil ittiiee ss a nd
CCo mo m pp llii ananc ec e
E q uiip me ntt
Ma na gee m en t

T rran ss p orrttaa ttiio n R

ee ssoo uu rrcc es

TTrr e aea ssuuHR

rryy Add
an dam
nd RRiisskk

E nn rr o uttee
IInn vve nttoo rryy
M an ag em ee nt

iinn i s ttrraa ttii o n

Ma na gM an ag ee men tme nt

IIT S yyss ttem ss a nd Opp

ee rraattii ons
AA cc ccoo u nu nttiinn gg an da nd GLGL

AA sss ssee
muttiioo
bmbllee
//PP kk
gg ..rr PP rroo dd
DDisi
ttrriib ub
nn CCene
n ttee
OO pep err aa ttiioon sn s

SS ee rrvv iic ic i ngng

IInn dd iirr ee cc tt PP rr ooc c uu rre me nte men t

PPrr o duo du cc tt M ana ge m eMa na ge me n tn t

PPllanan tt IInn vve ne nttoorr yy

RReettaa ii ll M aMa rr kkee ttiingn g EE x x ee cc uuttiio no n

FF aa cc iilil ittiiee ss a nda nd

EE ququ ii p me np me ntt

Ma na ge me ntM an ag eme n t
MM aa rrkk ee ttiin gn g EE xx eecc uu ttiio no n

CC o non ss u m eu me rr SS ee rr vvi c ei c e

TT rra na ns s popo rrttaa ttiio no n RR ee ssoo uurrcc e se s

M an agMa na gee m en tm en t
IInn--ss ttoo rree IInnvv ene nttoorr yy MgMgm tm t

HRHR

AA dd mm iinnisi s ttrraa ttiio no n

M an uM an uffaa cc ttuu rrii ngn g PP rr ooccuu rr eme nte me nt

PP rr o duo du cctt DDiirr ee cc ttoo ryry

CC uu ss tto meo merr DD iirr eec cttoo r y r y

EE nn rr o uo uttee IInn vve ne nttoo rryy

Man a ge mMan ag e mee ntnt

SS yyss tte me mss an dan d OOpp eerraattiion sons

30

IITT

IT

30

IT

31

32

IT

..

HR

OA

33

IT

22

23

25 3

3.2

1
1
1
6
2
0

39.7

2
65.50
1 11.67
1
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7
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9
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29.80

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10.

2

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0
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39.20
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450.80
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144.83

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37

3 228.87
4

35 65.23

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2
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/
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29.10
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4
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0
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103.33
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200

34


IT

/
IT

IT

IT

IT

35

IT

36

Leve l
0
Leve l
1
Leve l
2
Leve l
3
Leve l
4

2.1

2.2

3
2.3

2.1.1

2.1.2

2.1.3

2.1.2.1

2.1.2.2

2.1.2.3

1)
2)

3)

37

CBM
CBM

38


Illustration of Enterprise Optimization Across Processes
:
Business Unit
Optimization

:
Process
Optimization

Activity

Key
Process

:
Enterprise
Optimization
Components

Proces
s
Centers

In this example, six processes are

performed in an enterprise and each set
of activities are managed in business
units
There is massive duplication across
the enterprise, and many of the 48
activities can be consolidated

Some activities are consolidated as the

firm optimizes processes through the use
of process centers
Often, the same activity is
optimized differently in two
processes or units

Similar activities can be grouped

and centralized into components
There is little duplication at the activity
level, and there are now just 15 activity
areas performed by 10 components

Source: IBM Institute for Business

Value

40

40

1)
2)
3)

1)

2)

3)
1
4 ))

2)
1)

2)

1



2

10

1)

2)

3)

SAP

41

Microsoft
97-2003
Work

1.1
1.1

1.2
1.2

1.3
1.3

1.4
1.4

1.5
1.5

1.6
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IITT

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32

42

APQC(Process Classification Framework)

43


E
PF Enterprise Process Framwork

Operating These represent the

value chain client facing processes
that are necessary to drive revenue
for IBM

Operating

HardwareSoftware
Services
AmericasNE/SW IOT GMU
AP/Japan

AP/Japan

AmericasNE/SW IOT GMU

AP/Japan

Microsoft
97-2003
Work

AmericasNE/SW IOT GMU

15.0 Deliver Services

5.0 Support
4.0 Order to Cash
3.0 Opportunity to Order
2.0 Market to Opportunity

Enabling

Supporting These represent

the foundational enterprise wide
processes necessary to run IBM
enterprise

1.0 Idea to Market

6.0 Develop Strategy to Execute
7.0 Manage Client Relationships
8.0 Manage Sales and Channels
9.0 Procure to Pay
10.0 Manage Human Resources

Supporting

Enabling These represent the

processes enabling our operating
and supporting processes

11.0 Manage Finances

12.0 Manage Business Transformation and Information Technology
13.0 Manage Business Support
14.0 Manage Financing Services
44

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(WHY)

(WHAT)

(WHEN)

(WHERE)

(WHO)

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46

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IT

48

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52

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53

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63

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CEO

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73

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PRESEN
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SERVIC ES

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rvices
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3 Option 3

Option 4
4 Option 4

95

C D
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F G
2003

2004

2005

2006

96

XXX

(
)

XXX

2003
20.00

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2005
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98

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2010
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Q1

Q2

Q3

100

CBM



IT

100

101

102

103