1. The Intelligent Enterprise:
Are you ready?
A lean, agile and learning enterprise knowledge infrastructure as driver
for sustainable competitive advantage
“Knowledge as a Service” to outperform competition and
service customers beyond expectation
Knowledge Values
Prof. Dr. Larry Lucardie
Ing. Thérèse Struik
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2. The Knowledge Economy is now!
Globalisation Personalisation Market Dynamics
Demand Complex Match Offer
Knowledge
2
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3. Food for thought ...
“Employees spend at least 20% of their time searching for the
right knowledge they require to perform their jobs.
This equals:
1 full workday per week
2,5 months per year
20% of the salary costs”
(Gartner Research 2009)
“Throughout history, every few centuries, we harness a new source of power.
First it was fire, later electricity and oil. Today, it is knowledge.
Digital content doubles every 18 months ...
In 2012, five times as much digital content will be created as in 2008 ...”
(IDC Research 2009)
“Getting the right knowledge to the right place at the right time is a
powerful way to drive better decision-making, better resource utilization,
and extreme efficiencies.”
(Hewlett-Packard Annual Report 2009)
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4. Market challenges: smarter performance at lower costs
Sustainability User Centric Experience Security and Governance
(Customer Loyalty & Automated Processes) (Mobility & Customer Segmentation)
Budget Pressure Dynamic Net Centric Sourcing Collaboration and Co-Creation
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5. So ask yourself ...
1. How can enterprises effectively share knowledge to create loyal customers when
they do not even manage to effectively disclose their knowledge to their own
employees?
2. How can enterprises guarantee an optimal match between customer and
product or service without effective knowledge enablers?
3. How can enterprises collaborate and co-create optimally when the right
knowledge is not at hand?
4. How can enterprises embed their co-creation learnings without a proper and
lean knowledge infrastructure?
5. How can enterprises optimize mobility for workers without a proper and lean
knowledge infrastructure?
6. How can enterprises reduce ICT costs and beat the increasing information
overload and complexity without a lean, agile and transparent knowledge
technology infrastructure?
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Enterprise:
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ready? 5

6. Start transforming enterprise knowledge ...
... from a cost into a profit driver: “Knowledge as a Service”
With Advanced Knowledge Services™: a highly effective knowledge methodology
combined with groundbreaking knowledge technology
rapidly creating a lean, agile and transparent knowledge infrastructure.
Advanced Knowledge Services™ makes enterprise knowledge
(processes, product profile, customer profile,
business rules, regulation rules, etc.):
1. Goal oriented (user centric)
2. Transparent (compliant)
3. Directly useable in context (cross channel)
4. Easily and rapidly adjustable (create once, apply everywhere!)
5. Easy to share, co-create with and improve (learning loop)
Decreasing: Increasing:
1. Complexity 1. Agility
2. Information overload 2. Learning Ability
3. Operational and ICT costs 3. Revenues and Profitability
4. Inefficient Process Flows 4. User and Customer Satisfaction
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7. Using an effective Knowledge Methodology ...
... to embed value chain optimization as enabler for the Intelligent Enterprise
Information based process flow: Knowledge Methodology Smart Content Design™: Knowledge based process flow:
✓ Focus on procedural driven information flows ✓ Making processes consistent, complete and ✓ Focus on goal driven knowledge flows instead
instead of goal driven knowledge flows correct (MECE principle) of procedural driven information flows
✓ Processes in the enterprise are not based on ✓ Making processes goal oriented (user centric) ✓ Applies knowledge earlier in the process
existing knowledge resulting in inefficiency removing irrelevant and redundant process steps chain resulting in operational excellence
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8. Using lean, agile and transparent Knowledge Technology ...
... as technology enabler for the Intelligent Enterprise
What matters?
1. Agility matters
2. Simplicity matters
3. User experience matters
4. Enhancing co-creation matters
5. Efficiency and Profitability matters
This requires Match™ Knowledge Technology:
Business Technology that drives growth, cuts costs, delivers first class
customer care and achieves business goals.
An effective Technology Enabler for Knowledge Transfer and Optimisation.
Delivering smart performance:
1. Business and user centric
2. Adaptive, Transparent, Modular and Rapidly Scalable
3. Reduction of hard code programming to a minimum
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9. The Intelligent Enterprise: Lean, Agile and Learning
ADVANCED
SEGMENTATION KNOWLEDGE SERVICES™ INTERACTION
KNOWLEDGE INFRASTRUCTURE co-creation
made to measure web 3.0
user centric
customer profiles rapid virtualization
straight through collaboration
knowledge
multi channel processing knowledge
transfer mobility
messaging sharing
service level contextual prosumership
layer Driving Growth rapid time dialogue
portfolio Achieving Business Goals to market INFORMATION
transparency First Class Customer Care OVERLOAD
Cutting Costs business
logics ADAPTATION
INCREASING
COMPLEXITY AUTOMATION reduction of consumer demands
simplicity
24/7 self service ICT costs pricing pressure
alignment new business models
user experience
embedded
reduction of rules and regulation
just in time learning loop
manual labour
ease of use security and governance
flexibility
intuitive sustainability
9
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2010,
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10. Lean, agile and transparent Match™ Knowledge Technology ...
... performing as the intelligent enterprise knowledge cortex
Intelligent Cores Intelligent Straight Through Processing Intelligent Front Ends Segmentation & Interaction
✓ Contextual knowledge transfer
Lean Customer, User and
✓ Interactive, dialogue driven
Application Interaction OEM Systems enterprise knowledge
✓ Rapid learning loop
Match™ Knowledge Base System Automation & Adaptation
Process Process UI UI
Lean Knowledge Infrastructure: Knowledge Knowledge Knowledge Knowledge ✓ Capture (people, system, paper)
Agile Business Logics Base Process Base Base UI Base scale and automate business
Knowledge Knowledge logics (= enterprise knowledge)
Agile UI Layer
Base Base
Agile Automation ✓ Digital enterprise knowledge is
one on one application / UI
Data/Information Optimization
DataBase Systems External Data Sources Information Systems ✓ Extract hidden business logics
Data / Information Systems ✓ Check correctness, complete-
Layer ness and consistency of data
Security Systems Development Systems OEM Systems and information
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11. Lean, agile and transparent Match™ Knowledge Technology ...
... results in rapid, user centric and intuitive application development without hard code
Match™ knowledge base
Lean, agile application development:
Software Requirements System
Specification Testing
✓ L-Model instead of V-model guarantees
swift “One Time Right”
✓ Software requirement specifications are
Global Integration
Design Testing one on one the working application!
✓ Executable, interactive requirements
Not needed
Detailed Unit enable optimal co-creation of application
Design Testing ✓ Optimal user centric: made to measure
✓ Time to Market at least 6 x faster
Coding/Building ✓ Drastic ICT cost cuttings
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12. Lean, agile and transparent Match™ Knowledge Technology ...
Match™ Dashboard during design$
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Easy for users to modify and maintain:
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✓ Integrated control on completeness,
Match™ Technology Suite: Lean and agile application specifications:
correctness and consistency of knowledge
✓ Easily modifiable knowledge base system ✓ Embeds the L-Model in an organisation’s ✓ Lean, transparent and agile capturing of
allows greater flexibility in implementing application development and maintenance system and application specifications
changes in application, GUI and interfaces ✓ Creates a lean, transparent and agile enterprise ✓ Automatically embedded MECE principles
✓ Automated optimization of knowledge knowledge infrastructure ✓ Specifying equals building applications by
process flows modelling knowledge in user language
Copyright
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2010,
Knowledge
Values.
All
Rights
Reserved. The
Intelligent
Enterprise:
Are
you
ready? 12

13. Lean, agile and transparent Match™ Knowledge Technology ...
Extendibility of the Match™ core
... makes an agile enterprise knowledge infrastructure possible with a minimum of hard code
Example of third party solutions used with Match™
Development Frameworks
Thin client Deployment
Citrix Server
Terminal Server Match™ Core technology
Developer Player IM KB
Testing
Security Access control JMeter
Database access
Acegi
Active
Directory
Hibernate
Versioning
Collaboration
Subversion SharePoint
15
Copyright © 2009, Knowledge Values. All Rights Reserved. 15
Lean and agile back end system specs: Match™ Technology Suite: Lean and agile GUI specifications:
✓ Back end connections can be created by ✓ Embeds the L-Model in an organisation’s ✓ Lean, transparent and agile capturing of GUI
knowledge bases requiring less hard code application development and maintenance specifications in an Intelligent GUI layer
✓ Back end independence guarantees easy ✓ Creates a lean, transparent and agile enterprise ✓ Knowledge bases dynamically build the UI
and rapid integration with existing, new knowledge infrastructure screens creating intuitive, interactive and
and replacement back end systems optimally customized screens
Copyright
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2010,
Knowledge
Values.
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Intelligent
Enterprise:
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ready? 13

14. Lean, agile and transparent Match™ Knowledge Technology ...
... makes an agile enterprise knowledge infrastructure possible with a minimum of hard code
Lean and agile testing and monitoring: Match™ Technology Suite: Lean and agile collaboration and mobility:
✓ Analysis and identification of all possible ✓ Embeds the L-Model in an organisation’s ✓ Using and co-creating the enterprise
paths in the enterprise knowledge infrastructure application development and maintenance knowledge infrastructure is made easy by
✓ Storing, reviewing and analyzing information ✓ Creates a lean, transparent and agile enterprise transparency, user centricity, centralization and
that has been produced by or is in production knowledge infrastructure made to measure access and authorization control
✓ Easy to connect to SOA’s and Clouds
in the enterprise knowledge infrastructure
Copyright
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2010,
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Values.
All
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Reserved. The
Intelligent
Enterprise:
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ready? 14

15. How to differentiate in today’s Market?
Be the Intelligent Enterprise and ...
Service customers beyond expectation
against drastically lower ICT and
operational costs
Achieve excellent interaction with and
segmentation towards users
Optimally automate and STP business
knowledge (logics, processes)
Manage business logics in an agile,
transparent and lean way
Control and optimize information/data
and knowledge flow
Copyright
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2010,
Knowledge
Values.
All
Rights
Reserved. The
Intelligent
Enterprise:
Are
you
ready? 15

16. How to differentiate in today’s Market?
Be the Intelligent Enterprise and ...
Service customers beyond expectation
against drastically lower ICT and
operational costs Proven KPI impact
Advanced Knowledge Services™:
Achieve excellent interaction with and ✓ Increased “One Time Right”
segmentation towards users
✓ Decreased Operational Costs
of at least 20%
Optimally automate and STP business
knowledge (logics, processes) ✓ Time to Market at least 6 x faster
✓ Increased Revenues
Manage business logics in an agile, ✓ Increased Customer Satisfaction
transparent and lean way
✓ Increased Agility
Control and optimize information/data ✓ Improved Learning Loop
and knowledge flow
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17. Smart Solutions
Smart Application Development Smart Requirement Engineering Smart Business Process Intelligent Product Model Intelligent Service Desk
Management
Smart Multi Channel Customer Intelligent Web Self Service: Smart Enterprise Content Intelligent Testing Intelligent Dashboard
Contact from “Search” to “Find”
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18. Smart Client Cases
Project Explore
Co-creation Invite
RELIABLE AND FLEXIBLE
Fronteer Strategy
Amsterdam, 25 november 2009
Intelligent IVR
Intelligent Clinical Paths Intelligent Online Mortgage Advisor Intelligent Regulation Management Intelligent Service Desk
Intelligent Scripting
Smart Requirement Engineering (NEN 2580)
Smart Multi Play Help Desk
Intelligent Product Model
Smart Multi Channel Intelligent Service Desk Intelligent Online Education Advice Intelligent Data Model
Smart Rabo Web
Customer Care Intelligent Workflow Management
Intelligent Application Provisioning
Copyright
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2010,
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Values.
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Intelligent
Enterprise:
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ready? 18