PROCESS INNOVATION

WITH EMERGING
TECHNOLOGIES
By Lee Marston

Designing innovations:
Co-evolving problems and solutions
2

Solution

Design
Innovation

Problem

Its not a creative leap, its the building of a bridge based on a key co
- Kees Dort, Delft University

SCM Innovation Opportunities

3

Technolo
gy

Process

Innovation

Business
Model

Extended
processes
Flexible
Rapid
response
Customer
experience
driven
Predictive

ERP Systems have enabled supply

chain innovation for over 20 years

Mobile computing innovations also

have been a driving force in SCM
5

Smart Mobile Devices

Voice, Video, Image Technologies

GPS + Satellite

Broadband connectivity

RFID tags

eCommerce

Hand-Held Computers

Laser Printable RF
Tags

Voice Directed Work

We are now entering another new era

of technology introductions and growth

Smart computing will enable the next

evolution of SCM
7

Text,
Image,
Video,
Voice
Image
Recognition

Awareness

Predictive

Analysis

Event Driven
DSR

Speech to
Text

Action
RFID
ContextAware

CRM

Alternatives

Business
Rules
Engines
Workflow

Framework from Forrester Research, 2009

Information delivery is becoming

context aware
8

How do we capture and

display information at
the point of service

How do we define
context

Do we see a place for

single purpose
applications like mobile
applications
(microapps)?

The Patterns of Discovery

9

What decisions
can the computer
make that the
human used to
make

Algorithm
s

Unknown
Generalizations

Codified

10

When you have access to information

all the time, you start to rethink
processes

What data can we

capture with more
granularity

How does more

and better
information
change the way
we design
processes

21st century process innovation

through smart computing
11

1.
2.
3.

4.

5.

The physical and virtual will continue to align

More information for decision making
Computers will make more process decisions
using sense and respond capabilities
Processes will become more user driven due to
micro applications
Processes will be more portable no longer tied
to a single type of computer, user, or location

In a world of sensed objects, DSR

must plan for many contingencies
12

Sensed

Expected

Expected &
Sensed, but
not Desired

Expected, but not

sensed or desired

Expected &
Desired, but
not Sensed

Expected,
Sensed
& Desired

Sensed, but not

expected or desired

Sensed &
Desired, but
not Expected

Desired, but not

expected or expected
or sensed

Desired

Steve Benford, ACM Transactions

on Computer-Human Interaction,
March 2005

Smart Computing Examples

Can you imagine how emerging
technologies will change your supply
chain?

14

Process automation
Evolution in Self-Service

Vending takes on new dimensions

Hospitality powered by technology

16

17

A normal hotel room?

18

19

20

The restaurant that never closes

21

22

23

24

25

26

How about workout and a game?

27

28

Printing tomorrows flight boarding

pass wirelessly to the business office
29

Time to check out!

30

Redesigning the service delivery chain from

the customer/consumers experience

The 5 rules of self-service design

Know your customer

Make self-service
compelling
Focus on functionality
Align with company
business model
Location, location, location

New Service Models

Power-by-the-hour

Rolls Royce: From selling

engines to selling thrust
Sense
Acquire

ACMS Reports
via ACARS

Engine Monitoring
Unit

Global Network
eg: SITA

Transfer
Ground-based
information,
e.g. oil uplift

QAR, DFDR

Flight Log
Sheets

Ground
Station

24x7 Engine Health Center

Analyse

Condition monitoring,
Data processing & storage,
Data access & reports,
Forecasting services
Maintenance Centre

Customer

Internet, e-mail, pager

OEM
Service Rep

Courtesy Rolls-Royce Plc

Act

34

New business models

Redefining a rental car company

35

36

Fuel

Insurance

Mileage
Congestion
charge (London)

Online car search

37

Online reservations
38

Same process with mobile phone

39

Electronic Key
40

A Turn-Key
ExperienceLitera
lly

41

Extending processes
Healthcare in the 21st Century

43

The informated Helmet

44

What looks like six marshmallows

stuffed between the helmet's padding
and the outside shell are actually
foam-encased sensors that
measure the acceleration of a
player's head during a hit.
They determine magnitude,
direction, location on the head,
duration, and time of impact.
(Some players can receive up to
2,000 head blows each season.)

Impact
45

Upon impact, the sensor immediately

assesses the collision.
A recent example featured smaller player
was knocked off his feet, his head
accelerating at 158 G's. Anything above
100 G's is a sign to look for concussion.

Sensing Data
46

As the player is still trying to get up, the

impact data are transmitted to the
sideline computer console.

Shaping Data
47

If the hit exceeds a certain threshold,

mobile phones on side-line staff light up
and the player's condition must be
assessed.

New NFL rules state that if a player

exhibits any signs of concussion he must
leave the field for the day.

Response
48

Instantly the information goes into a

database. Teams, doctors, and
Simbex can later examine the data
via a web-based service that helps
them zero in on dangerous plays.

Extending processes to customers

Mobile Eye Exam

A doctor who knows his customers

Exposing counterfeit drugs

51

Personal health monitoring

52

Managing Medicine Intake

53

To monitor the intake of medicine, Proteus has created a system that embeds tiny sensors in
pills. When the sensor's chip comes in contact with stomach fluids, it powers up for about five
minutes and communicates with a patch worn on the torso. The information can then be
conveyed wirelessly via mobile phones to patients and their caregivers. The patch can also
keep tabs on sleep patterns and activity levels.

Cardio monitoring made easy

54

This water-resistant device adheres to the skin and automatically detects, records,
and transmits physiological information via wireless connection to help physicians
diagnose and treat cardiac arrhythmias.

Virtual doctor visits

55

Using a device, which can be wireless, patients can do two-way video calls with
their doctors, as well as collect vital-sign measurements and respond to surveys.

56

Design the experience

The Nespresso Solution

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

57

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

58

Customer Reach
59

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

Product Presentation
60

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

61

Packaging
62

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

Home Assembly
63

(c) Lee Marston + Maria Rey, Atlanta 2011

8/8/2011

To drive adoption of new

technologies for innovation---

We have to prove they

work!

There are three ways to respond

to uncertainty

Experimentation

The search for new technology

Foreign &
Commonwealth
Office

Research Board

Government
Industry
Forums

VC Firms

Academia
Research
Firms

KEP

CTO
IT
Suppliers

Major
Companies

Consultants

66

A formal innovation advocacy

process
RELEVANCE
FILTER
Industry Trends

TECHNICAL
FILTER
ECONOMIC
FILTER

Venture
capitalists

Functions

Tech

Pilots
Universities

Segments

Other Boards

Innovation
Pilot

18
months

The Innovation Process

68

Technolo
gy
Advance

Concept/
Idea for
Use

Relevanc
e Filters

Sponsors
&
Funding

(c) Lee Marston + Maria Rey, Atlanta 2011

Experiment
s& Pilots

8/8/2011

Adoption
&
Diffusion

A Space to Link Solutions (Potential)

and Technology: The Innovation Lab
69

Lab in a Box
Concept

Creative
Insight

Available
Technologies

Stakeholder
Values

Preparatio
n

Innovation
Concept

Innovation
Partners

Experimentatio
n Team

Execution

Conduct
Experiments

Develop Proof
of Concept

Build
Business
Case

70

ASDA Stores UK: The Innovation Lab

Connecting Problems + Technology + Solutions
and Business Cases!

Does whole cart scanning really work?

71

Test RFID for inventory control

72

Is it affordable?
73

The Unexpected Business Case

74

Tele-presence by Cisco
Connecting England & Bentonville
75

How will you use smart computing to

innovate your supply chain?
76

Text,
Image,
Video,
Voice
Image
Recognition

Awareness

Predictive

Analysis

Event Driven
DSR

Speech to
Text

Action
RFID
ContextAware

CRM

Alternatives

Business
Rules
Engines
Workflow

Framework from Forrester Research, 2009

Thank you
Lee Marston
lee.marston@celsc.org
001-415-218-0202