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Cisco Case Study: Collaboration, Innovation and Mobility - Productivity Triple Play
Susan Bouchard
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Agenda
Collaboration: Capture and Reuse Knowledge
Innovation: Consolidate and Prioritize Feedback
Mobility: Provide News and Actionable Information
Productivity Triple Play
Q and A
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The Other Guys
Largest U.S. Foodservice Distributor
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Cisco Systems: Worldwide Leader in Networking for the Internet
Cisco Products Power the Internet
Cisco Runs Its Business
on the Internet
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Collaboration
Capture and Reuse Knowledge
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Systems Engineering (SE) Community
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Collaboration Productivity Value
Reduced search time
Content from trusted sources
Collective wisdom > sum of parts
Capture and reuse knowledge
Continuous improvement
New hires ramp up quickly
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Innovation
Consolidate and Prioritize Feedback
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iFeedback Process
Employees and customers request product features
Feature requests are consolidated and ranked
Product managers review feature rankings
Prioritized features are developed and released
Request Rank Review Release
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Innovation Productivity Value
Ideas from trusted sources
Combined requests drive results
Capture and review ideas later
Improved request tracking
Responsiveness metrics
Reduced response time
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Mobility
Provide News and Actionable Information
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Enterprise / Mobile Sales Information Services
Cisco Employee Connection (CEC)
Directory
MapQuest
Unity Voicemail
Pricing
Order Status
Booking
Technical Assistance Center (TAC) Search
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MSIS User Survey Results
Daily 61%
Every Other Day 18%
Once a Week 6%
Bi-weekly 15%
Source: MSIS Top 100 User Survey Final Results, 5 January 2007
How Often Do You Access MSIS? Saving How Much Time Per Week?
> 1 Hour 32%~ 1 Hour
38%
~ 30 Minutes 9%
< 30 Minutes 21%
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Productivity Value
Anytime/anywhere access
Improved responsiveness
Increased customer intimacy
Higher customer satisfaction
Competitive advantage
Work/life balance
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Productivity Triple Play
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Productivity Triple Play
Increased customer loyalty and information-sharing
Improved product strategy and faster response
Immediate access to community-improved information
Streamlined and transformed business processes
InnovationCollaboration Mobility ProductivityAcceleration
and and
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Q and A
