Benchmarking the Achievements

1
Tutorial 2
DIG FOR VICTORY

• Benchmarking the Achievements
• of Other Organisations

Note that the benchmark data in this presentation
has been drawn from multiple publicly quoted
sources. However, you should always check for
accuracy and up-to-date figures from the
orgnisation themselves before using these
Making the Business Case
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Why benchmark?

• Easier to see than have faith
• As I have said elsewhere in the guide, it is
  difficult for executives to simply take a leap of
  faith!
• Knowing that others have taken that leap and come
  out the other side with an ROI helps the doubting
  Thomases!
• Verifiability
• Checking the numbers is as simple as making a
  call to the appropriate executive at the example
  company
• This lends credence to the case and builds
  further confidence
• Agenda steering
• By seeing exactly where other companies have
  scored wins, your executive are drawn towards the
  right areas of opportunity, rather than
  obsessing over trivia
• If there are areas resisting your message (e.g. a
  Call Centre or Operations Manager) then the clear
  lessons from other companies will close the
  argument

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Large potential rewards
110M saving 10 fold ROI from e-initiatives
delivered through employee portal
15M pa saving from on-line expenses, accessed
via employee portal
27M saved from on-line car development
collaboration. 3m saved by e-HR intranet
initiatives.
18.6M pa cost savings and 10.8M pa productivity
savings from Portal accessed on-line learning
tools.
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Consistently delivered
52M 5yr cost savings (20 of savings from
improving first call resolution) from new hire
Portal accessed on-line learning tools.
34M pa cost savings 20 fold investment return
from Portal accessed LMS and HR systems.
88M pa cost savings 40 fold investment return
from performance simulation and on-line
collaboration aimed at increasing customer
satisfaction and improving first call resolution.
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What could it do for you?
Value Driver
Your current (fill in here)
Suggested Improvement
Benefit per annum
Best practice benchmark
Potential size of prize
BT reduced call handing time by 16 BT increased
first call resolution by 17 Bell South improved
sales performance by 200 BT improved capability
by 60 HP reduced development time by 20 BT
reduced number of FTEs by 75
Reduce the average length of inbound calls Reduce
repeat calls (improve first call
resolution) Increase average number of
acquisitions per hr per CSA Reduce average
induction training classroom time Reduce annual
number of development hours Reduce back office
data entry for expense admin
325 secs 10 0.60/hr 6 days 150,000 hrs 5.0
FTEs
0.8 0.05 1.5 30 20 50
1.9mn 603k 4.1mn 2.25mn 478k 39k
xx mxxx mxxx mx mxxxkxxk

• Find the pressure points in your organisation
• What are your most expensive and most important
  processes and customer interactions today?
• How much of a difference could a portal
  deployment make (when compared to the experience
  of others)?

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Ciscos Three E-Business Waves
EBusiness Return
Users x connected Applications
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Workforce Optimization Waves
ExtendedEnterprise
HR Scalability
Productivity
Cisco Annual ProductivityGains
9496
9700
01
8
E-Learning Waves
ProductLine Growth
Acquisitions
Solutions Selling
Cisco Annual ProductivityGains
9799
00
01
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Productivity Gains from Internet Business
Solutions (FY2001)
Productivity Gains
Internet Business Solutions
Customer Care
827 million
Workforce Optimization
551 million
Supply Chain Management
284 million
E-Learning
42 million
Total Productivity Gains
1,704 million
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Conclusions

• There is a substantial prize to be had
• I wouldnt be so passionate about the potential
  from portals, were this not the case
• Others have achieved significant ROI
• In some cases, benefits have been more than 10
  times the original investment made
• And these are from verifiable sources leading
  global enterprises with world beating strategies
• Only lack of faith holds us back
• But who needs faith, when the proof is all around
  us? Exactly how clear and compelling does this
  case need to be before we bite?