Emerging Knowledge-Based Business Models

1. Emerging Knowledge-BasedBusiness Models Robert M. Shapiro, CEO Meta Software Corporation

2. Meta’s Experience with Managing Knowledge • Meta is in the business of unleashing and transferring operational knowledge to help companies improve productivity and save money • Our experience shows that decentralized companies that proactively share operational process information: • optimize their decision-making abilities • achieve both short- and long-term financial gains through ROI and savings on resources • Web-based information sharing promotes “virtual team” building and knowledge transparency for optimal re-use and enhancement

3. Web-Based Viewing and Repository Tools • Provide multi-site operations with a secure, centralized means for accessing and reviewing process models and simulation results • Create forums for “best practice” sharing of operational processes across the multi-site organization • Offer “on-call” service, via e-mail templates, for support requests, eliminating commitment of dedicated face-to-face resources • Provide expert support at a discount from onsite support services

4. Case Study: Applied within a Large Bank’s National Check-Processing Operations Initial Challenges • Lack of consistency in process models across the multiple sites • Limited opportunity to share models due to geographical distances between sites • Face-to-face site visits from internal or external consultants costly and time consuming

5. Case Study: Applied within a Large Bank’s National Check-Processing Operations (continued) Solution/Implementation • Joint project (simulation expertise provided by Meta and best practices expertise provided by Global Concepts) to build and implement consistent process models across multiple sites • Creation of secure websites and Business Model Repositories (BMR) to house and manage models and simulation results • Installation of software, giving site managers the ability to conduct multiple simulation scenario experiments

6. Specific Benefits for the Bank • Creates a “virtual team” both within the bank and with external support consultants • process models, work arrival patterns, staff scheduling, and simulation results shared across all three organizations • BMR promotes information sharing and version control, giving different parties ability to evaluate the consequences of the various decisions • Enables ease-of-access to and delivery of expert support • Minimizes time and cost of support • “Raises the bar” for site productivity and cost performance

7. Components • A customized, secure website allowing “one-stop shopping” for support requests. • Website/Web Server • a unique URL that requires designated users to log in with a username and password • Web Viewer • a Web browser for viewing models and simulation results • Business Model Repository (BMR) • a database management system for storing models and simulation results • WebEx • a Web-based technology allowing remote browser-to-browser meetings; participants in the meetings can “chat,” share applications, or take control of applications on other systems

8. Support Functions • After logging on, managers view a structured website offering support selections. • View Process Models • point and click to review models or results stored on the Web server or Business Model Repository (BMR) • Initiate Support Request • complete an e-mail template that will be sent directly to a designated support resource/expert • Conduct Web Consultation • link to the WebEx meeting site for real-time, remote interaction with the support resource and/or process team

9. Support Functions (continued) • View Simulation Results • point and click to review simulation results • Review and Comment on Process Models • view models and send e-mails to the author with comments • Review a Scenario and Run a Simulation • interact with the BMR to view scenario results and/or run new scenarios

10. Accessing the Website • Point your Web browser to: http://yourbank.metasoft.com/ • Click on “yoursite” link and login with: Username: Password: • Choose from: • Process Models: Workflow models • Supplementary Files: Results, instructions, staff sheets, etc.

11. Reading a Processing Site Check Model on the Web

14. Preparing to Test Effects of Increased Proof Volume Between 9-10 PM

15. Looking to the Future • Captured knowledge is truly dynamic and accessible to multiple areas within the decentralized bank, or for designated outside sources. • The bank can manage resources more effectively and plan and implement an effective management strategy. • The bank is working toward an enterprise model that maps all processes so they can fully understand their organization.