john sviokla - creating an information advantage

Creating an Information Advantage

March 2, 2009

John [email protected]

| ©2008 Diamond Management & Technology Consultants, Inc.

We Co-Evolve with our Tools

Two Distinctive Things About Humans are our Social Grouping and Co-Evolution with Our Technologies and Methods


The Capabilities of our Tools Begin to Mimic the Brain and Pierce the Skin


How Can We Augment Groups to Perform Urgent, Complex Work?

Humans

•Training•Raw intelligence•Method

Tools

•Capability•Flexibility•Sharing•Control

Faster Co-Evolution is the Core of Information Advantage

Urgent Complex Work


Levels of Knowledge

Running head here – erdana 12, plain

Level A: Improve

Level B: Create an Improvement Process

•Cross train Call Center employees•BMW•Diageo

•Live Ops – quality / access•Demand Estimator

•Toyota•USAA•Blue IQ

Level C: Improve the Improvement Process


Level A – Improve: COGS- New Product Introductions

Running head here – Verdana 12, plain

Customer Data Integration and Decision-Making

• Piloted demand-driven replenishment system in 17 markets

• Launch Success Model forecasting accounted for:• effects of price, • promotions, • seasonality, • sales velocity of items, • day of week and • delivery constraints

• Pilot improvements scaled to span across the company’s 1000 Area Sales Managers who will use the system on a daily basis

Potential Opportunities

• Develop a flexible technology platform to help increase measurement and evaluation

• Provide robust analytic and reporting capabilities to improve performance measurement and decision-making

Currently scaling nationally based on initial pilots in 17 markets

-0.002

0

0.002

0.004

0.006

0.008

0.01

0.012

0.014

0.016

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

% Brand Share

Weeks After Launch


Level B – Improve the Process: True Performance of Agents

Good Agency/

Bad Market

Bad Agency/

Good Market

Agent-Market Heat MapTop Markets with

No Agents

Markets

Market Competi-

tiveIndex

Market Growth Index

Xxx, PA 15 110

Yyy, NY 90 130

Zzz, KS 30 200

Lll, IL 40 148

Ppp, MD 35 157


Insight: Which agents to focus on for growth?


Chart title (16 Verdana, Lime green)

Mar

ket

Gro

wth

Po

ten

tial

(M

GP

)3 y

r

Agent Revenue Potential (ARP)

Agent Revenue Performance - Market Growth Potential

$x

$150K

$80K

$100K

$20K

Avg. Premium/agent

Identify best

practices

De-prioritize

Good Agencies in non-Growth

Markets

Train Agencies


Level C – Improve the Improvement Process: Redesign Knowledgework



Website Adoption ConceptU

niv

ers

al C

on

ten

tU

ser

Gen

era

ted

Co

nte

nt

Seed Dreams

Define Path to

The Dream

• Content

Social

Networking

• Forums

• Expert Advice

• Profile

• Friends

• Blogs

• Share

Diabetes

• Videos

• Blogs

• Articles

• FAQ’s

• Best Practices

Incentivize• Health Points

Social

N/W

Dreams

Preventative

Healthcare

Attract

Share Dreams

• Progress

• Forum

• Links Educate

Engage

Intermediate

Rewards


Understanding the Market: Social Inclusion

Source of Information

No. of Respondents

Interactive media

52 patients mentioned online forum and blogs as important sources of information.

Traditional Media

201 patients mentioned Traditional mass media as source of info for Diabetes

Doctors &Nurses

146 patients still trust doctors and nurses more and would go to them for any information

Friends & Family

85 patients would reach their family members and friends for diabetes related info

• Over 60% of registered users were active in social media

Interactive Media

Traditional Media

Doctors & Nurses

Friends & Family


Pilot: What if…you could use technology to manage patient care –and help them manage their own care?


Model: Model includes delays, interdependencies and feedback loops

1

2

3

4

4

2 Diabetes patient lifecycle

3 Four management activities

4 Six major complications

1

• Inflow of diabetes patients

• Lifecycle from undiagnosed, through diagnosis ending in mortality

• Diet• Exercise• Self Management• Clinic Management

• Visual complications• Cardiovascular problems• Amputations• Neuropathy (Nerve)• Nephropathy (Kidneys)NOTE: Variables from Gauteng, South Africa and American

diabetic sources combined with prototype-specific findings

Population & Internet Adoption

Macro view of model and the four major sections


Education is a vital component


Analyze: Technology Adoption

• Patients adopt the Internet as a means of education and information gathering

Patients’ response to Internet, Mobile, Medical Device

High usage of all three technologies

Moderate users of all three technologies

Intervention users who didn’t use Glucometer but used internet and mobile device

Control group who used Glucometer and mobile device effectively


Analyze: Mobile devices increase hospital appointment compliance

• Snapshot Appointment Compliance Data for July and August


Overview of Costs and Potential Benefits

• This prototype illustrates the economic benefit per capita from just one service. The ~$90/citizen cost of adoption could be spread over multiple services to maximize the benefit.

~$90/citizen to deliver and have services executed

-

~$230/citizen of realized benefit

=~$140/citizen for just one

critical service*

*It is highly likely that one citizen will realize benefit from multiple services


• Low Situational Awareness

• Poor Skills

• Wrong Values

• No Authority to Improve

• Lack of Systemic Thinking

Five Habits of Thoroughly Mediocre Organizations


Levels of Knowledge

Level A: Improve

Level B: Create an Improvement Process

Level C: Improve the Improvement Process


• The Role: Leader as learner…

• The Story: We have so much to discover…

• The Skills: A scientific mindset and willingness to learn…

• The Tone: Humble hearts, with great aspirations…

• The Work: Leading by example, teaching everyday…

The Key Ingredients…

john sviokla - creating an information advantage

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