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Susan Mills Globalization Executive IBM Corporation. The Globalization Landscape Customer Inhibitors, Opportunities and Outlook. Vision: Excellence in the Total User Experience.

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Susan mills globalization executive ibm corporation

Susan Mills

Globalization Executive

IBM Corporation

The Globalization LandscapeCustomer Inhibitors, Opportunities and Outlook

Vision excellence in the total user experience
Vision: Excellence in the Total User Experience

Mission: To optimize business value and customer success through excellence in the total user experience as a result of continuous improvement in people, process, tools and technologies.

  • Make ITEasy by designing ease of use into the total user experience enabling users to do what they want, when they want, how they want with a high level of satisfaction.

  • Make IT Clear by creating intuitive, accessible, global information and interfaces driving faster implementation and decreasing time to value by providing the right content, to the right person, at the right time.

  • Make IT Global by delivering globalized offerings decreasing the time to deploy e-business applications worldwide and enabling reach to a wide range of customers in their language with their cultural preferences.

  • Make IT Accessible by providing the same value proposition to all people.

  • Improve Customer Satisfaction and Quality by monitoring, measuring, and acting on customer feedback to drive continuous improvement.

Business transformation the on demand challenge
Business Transformation: The On Demand Challenge

  • Characteristics of an on-demand business

    • Responsive: Capable of sensing changes in the environment and responding dynamically

    • Variable: Able to adapt to cost structures and business processes to reduce risk and drive higher levels of productivity

    • Focused: Concentrated on core competence

    • Resilient: Prepared for challenges and threats

  • Characteristics of an on-demand operating environment

    • Integrated: Capable of integrating with, and transforming, business processes to link processes and applications

    • Open standards-based: Using open technical interfaces and agreed-upon standards

    • Virtualized: Allows distributed computing resources to be shared and managed

    • Autonomic: Takes care and manages itself.

Globalization is a business imperative for IBM

Globalization requires focus and appropriate investment

Same value proposition for all customers worldwide

What is globalization
What is globalization?

Globalization is the trend toward an integrated worldwide economy

Politics has created the opportunities....

Economics has provided the incentives...

and now...

Technology is providing the way!

Customers need globalization when
Customers need Globalization when ...

eBay Germany

  • They want to expand to other countries

Customers need globalization when1
Customers need Globalization when ...

  • They want to expand to other countries

  • They want to attract and serve specific ethnic groups in their existing markets

TD Canada Trust in Canada

Customers need globalization when2
Customers need Globalization when ...

  • They want to expand to other countries

  • They want to attract and serve specific ethnic groups in their existing markets

  • They need to protect their own markets from international competitors

Toyota US – in Chinese

Customers need globalization when3
Customers need Globalization when ...

  • They want to expand to other countries

  • They want to attract and serve specific ethnic groups in their existing markets

  • They need to protect their own markets from international competitors

  • They have global customers who demand support for their business with them around the world

IBM Corporation

Bridge the gap between business and it globally
Bridge the gap between business and IT globally

Across languages, cultures, local business conventions

I have a GMS solution for you?

I can sell you a Unicode library

I have translation services? We support XLIFF

I would like to expand to China. What should I do?

I have TM that supports TMX

Machine translation is perfect for you

We need to understand customers globalization challenges business strategy and directions
We need to understand customers’ globalization challengesBusiness strategy and directions

Business requirements

  • Insufficient understanding of the company business directions

  • Limited understanding of the associated requirements

  • IT organizations do not know who the application is for. And nobody is asking ...


  • Ambiguous objectives lead to differing solutions

  • Organizational conflicts reduce effectiveness

  • Gaps in responsibilities caused mismatches in solutions

We need to understand customers’ globalization challengesIT Infrastructure, architecture and processes

Lack of methodology and processes

  • G11N = translation. Some issues not perceived as globalization issues

  • IT frequently has no knowledge of the basic globalization guidelines

  • Lack of framework and processes to develop & manage multilingual content

  • Dependence on service providers that also lack the same skills

    IT organizations may be using the wrong development and delivery platforms

  • Poor knowledge of the features available in their development platforms

  • Lack of access to technologies to handle locale and languages

  • Lack of tools for the end-2-end process to model, define, design, develop, test, & deploy global applications

Our company

is expanding

to China

End to end globalization Assessment



Our system


Engage help



Globalization changes

Question for us


Can we guide our potential customers every step in the business process and identification of their globalization requirements and needs?

- which applications?

  • new software?

  • - new hardware?

  • - communication infrastructure?

  • Business infrastructure?

  • Code changes?

  • new applications?

  • distributed, central, or hosted?





Define Trans-

lation process







new systems


Need new




On the road to globalization





Business Transformation






On the road to globalization

  • Customers at a loss adopting the appropriate technologies

  • Globalization vendors selling ad-hoc technologies


  • Globalization solutions more mature

  • Vendors compete for market & mindshare


Understand & respond to customer needs

The G11N industry is here


So where are the opportunities
So, where are the opportunities?

  • “Reverse” Localization

    • Emerging Markets: China & India

    • Move across Asia and into Europe

  • Small and Medium Enterprises

    • The biggest globalization growth in the next 3 to 5 years (Aberdeen Group)

    • Business Partner & ISV solutions with no prior experience in globalization.

    • A highly price sensitive market.

  • Business Integration and Business Transformation

    • Globalization is a “discrete service”, integrated into a larger Enterprise Business Transformation effort

    • Customers are looking for partners who understand their business strategy and requirements

    • Not just products & offerings, more importantly…Business Processes

Outside in design key to enterprise responsiveness











Outside In Design: Key to Enterprise Responsiveness

  • Outside In Design is a single discipline, made up of complementary approaches that bring the customer voice to development enabling enterprise responsiveness.

Globalization for an on demand world

Understanding the marketplace

Business requirements

Emerging markets

Unicode consortium, LISA

Gather customer requirements

Building and educate the globalization community

Globalize your On Demand website

Support IGS on customer engagements

Support IBM Business Partners integrate G11N technologies to IBM solutions

Business Transformation and Change Management: define and implement a streamlined & integrated Localization Supply Chain across IBM

Analyze the end- to-end translation process (BCS)

Model appropriate on demand, modular, lightweight, translation services offerings (WBI)

Develop supporting tools and IT infrastructure (DITA driven)

Execute: align people and resources to build a stronger community of localization skills

Monitor: measure progress and success

Globalization for an On Demand world!

Enterprise responsiveness is all about time to value and turn around time





/ Creation


/ Submission







Publish /


Integration of People, Process, Tools to Drive Improvement In the Turn Around Time of the translation business

Aligning people & resources in order to build a stronger global community of specialized localization skills

WebSphere Business Process Integration: model a set of rapid on demand, lightweight service offerings needed to develop global components

Model Business



Translation/Localization Process

Translation Workflow Management System based on IBM’s framework of

  • business intelligence,

  • business integration,

  • service management



What is next
What is next?

  • The market is dramatically changing

  • The globalization industry will change and adapt

  • We need to capitalize on opportunities to deliver on “Turn around Time”

  • We need to listen to customers and provide faster “Time to Value”