IBM Global Business Services

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25 Νοε 2013 (πριν από 3 χρόνια και 11 μήνες)

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Math Club and MISA

© 2008 IBM Corporation

IBM Confidential

September 15, 2008

IBM Global Business Services


Join a leader. Consult with us.

Information Session to Math Club and MISA

IBM Global Business Services


Public Sector

Penn State University

© 2008 IBM Corporation

2

Agenda

PRESENTATION


40 min


Welcome & Introduction


IBM Business Consulting Services & Public Sector CRM


Projects Overview


Penn State University

© 2008 IBM Corporation

3

IBM


the innovation company

One cohesive, company
-
wide
strategy for defining,
measuring, shaping and
sparking innovation, as the
base for IBM’s culture

Penn State University

© 2008 IBM Corporation

4

Business value

Clients

Our capabilities

Consulting
Services

Innovate, Solve, Implement, Support, Run


Strategy and Change


Supply Chain Management


Human Capital Management


Financial Management


Customer Relationship Mgt

Application
Services

Solutioning and Delivery of:


Application Innovation Services


Application Management Services


Packaged Delivery Organisation

IBV Material

IBM Component Business Modeling Service


The IBM Centre For Business Optimization On Demand
TM

Innovation Services

Support Services

Business / Industry Insight


Aerospace


Automotive


Banking


Chemical and Petroleum


Consumer Products


Education


Electronics


Energy and Utilities


Financial Markets


Government


Health Care


Insurance


Media and Entertainment


Life Sciences & Pharmaceuticals


Retail


Telecommunications


Travel and Transportation

Our end
-
to
-
end capabilities are what make us a leader


and provide you with countless opportunities

Global Business Services provides the Full Equation

from thought leadership, to the breath of our capabilities
and deep expertise

we deliver real business value to clients.

Penn State University

© 2008 IBM Corporation

5

What are you looking for?

If this is what you’re looking for, consulting


and IBM Global
Business Services may be just the place for you!


Work for a

market leader?


Apply
problem solving techniques and logic skills

to various types
of problems


Work on a

variety

of projects, making a difference for the


world’s top clients?


Learn
valuable business/technical skills
through projects and


training?


Team with other talented professionals
who

enjoy work and


life?


Work for a
company with

many career options?


Have

strong earnings

potential?


Penn State University

© 2008 IBM Corporation

6



IBM one of 100 Best Companies to
Work For


50 Most Desirable MBA Employers

-

Fortune Magazine



IBM named #1
Training Organization


-

Training



IBM named Best in Industry for
Working Mothers. 16 years in
Top 10!

-

Working Mother


Magazine

Don’t just take our word for it……


#1 global consultant


#1 professional and management services


provider

"IBM combines its technology and management smarts to help
clients fundamentally change the way they do things".



-

Business Week April 2005

Penn State University

© 2008 IBM Corporation

7

We offer competitive compensation and excellent
benefits

Coaching Tree


Base salary plus incentive bonus

with

rewards tied to performance


Health Benefits Portfolio

that
provides strong support for employees


3 weeks vacation, 12 paid holidays


Employee stock purchase program


Retirement Program

that helps build
financial security through a
401(k)
pension plan

(100% match after a
year, up to 6% of comp.) and other
capital accumulation programs


Employee purchase discounts


and more

Penn State University

© 2008 IBM Corporation

8

Overview of the Public
Sector and CRM’s Role

Penn State University

© 2008 IBM Corporation

9

Customer Relationship Management identifies,
measures, and improves upon each touch point
that a business or organization has with its’
customers or constituents



It’s all
about

me!

It’s about the



In CRM, we align people,
processes, and technology to
better understand the
customer through the
application of different
problem solving techniques.

Penn State University

© 2008 IBM Corporation

10

Public Sector CRM practitioners employ capabilities and
problem solving techniques in five competency areas

Define, develop and implement
Contact Center Solutions and
Tools which are integrated into an
overall multi
-
channel approach


Address Org, Proc, Tech & Inf
enablers in a contact
environment.


Define and develop customer
focused vision and plans,


Conduct process analysis and
redesign
-

align processes and
channels with customer wants,
needs & expectations.


Customer Centric Solutions

Unique Constituent Insights
Through Data Collection,
Management and Analysis


develop and deliver Business
Intelligence and Data Mining
tools

Business Intelligence

Case Management

Breakthrough thinking to improve
and automate largest, most
complex workflows


Plan, implement and operate
programs to assess organizational
performance on key customer
service metrics

Performance Measurement

Project Management

Penn State University

© 2008 IBM Corporation

11

Delivering CRM solutions requires a solid process
and technical framework

What is the best way to
integrate processes to
produce efficient
customer interactions?

How to collect customer
information


needs,
wants, requirements


to design efficient and
effective interactions?

What is the appropriate
technology to support the
customer interaction and
determine how to build,
deliver, & operate it?

Serve

Sell

Market

Silo

Silo

Silo

Technology Integration

Integrated Processes

Customer Insight

Penn State University

© 2008 IBM Corporation

12

What type of problems will I work on?

Project

Description

United States Air Force

Overview
: The Air Force needs to consolidate manpower at 93 Financial Services
Offices (FSOs) worldwide into a single contact center.

Solution
: IBM is implementing a document management system and contact
center to control their finances in addition to saving the US Air Force an estimated
$200 million.

Ex. of Problem: which processes at the 93 FSOs are unique/redundant & how do
I build an integrated process for all service men?


United States Postal
Service

Overview
: USPS require 3
rd
-
party measurement of First
-
Class mail transit time

Solution
: IBM performs external measurement by sampling the country’s mail flow
and mimics population and mail characteristics.

Ex. of Problem: what is the most efficient sample design to cover required zip
codes and yield significant results from estimates?


United States Census
Bureau

Overview:

The 2010 Census needs call center support to ensure that Citizens have
streamlined access and assistance with their 2010 Census.

Solution:

IBM is creating and managing call center agent and IVR applications to
support the 2010 Census.

Ex. of Problem: how to forecast call frequency and duration over the period of
operation, and then how do I staff to meet these needs, and what technology
infrastructure do I need to support contacts?

Penn State University

© 2008 IBM Corporation

13

What skills are sought after for entry
-
level
consultants?

Coaching Tree


Application of problem solving skills in
business/real world environment


Programming experience


Process Improvement, Analysis & Design


Use Case development


Requirements analysis & definition


Quantitative Analysis and data analysis skills
demonstrating ability to interpret data and draw
conclusions


Experience with: SAS / SPSS, Cognos,
J2EE/Java/Web development, Relational
Databases (SQL)


Technical skills


Facilitation skills


Technical writing skills


Internship/coursework in government

Penn State University

© 2008 IBM Corporation

14

Will I work in a diverse environment?



Best in Industry for
Working Mothers



16 years in top 10


-

Working Mother


Magazine

New Freedom Initiative Award for
Training and Mentoring Programs
for the Disabled


-

U.S. Department of Labor

#1
NSBE

Employer 7
Years in a Row


-

National Society of


Black Engineers

Hispanic

Corporate 100

-

Hispanic Magazine

Freedom to Compete
Award for Project View
programs


-

EEOC

Penn State University

© 2008 IBM Corporation

15

Fall 2008 PSU
-
IBM Recruiting Events





Sept 17: Big Blue at Bar Bleu


for
women only…


Sept 18: Technical & Engineering
Career Fair @ Bryce J. Center Annex


Sept 23: Supply Chain
-
Smeal College
of Business Career Fair @ Biz Bldg
Atrium


Oct 22: IBM Information Day @
HUB


Oct 23: On
-
campus Interviews

Penn State University

© 2008 IBM Corporation

16

IBM Global Business Services

Join a leader. Join us.


Paul Seckar

IBM Business Consulting Services, Public Sector

Associate Partner, CRM Service Area Leader

12902 Federal Systems Park Drive

Fairfax, VA 22033

703
-
633
-
6232


Christine Constantino

IBM Business Consulting Services, Public
Sector

CRM Consultant

7833 Walker Drive

Greenbelt, MD 20770

610
-
509
-
8449