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Sara Garrison, Senior Vice President IT, Sabre Holding

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Information about Sara Garrison, Senior Vice President IT, Sabre Holding
Technology

Published on February 12, 2009

Author: nasscom

Source: slideshare.net

Description

NASSCOM: India leadership Forum 2009,Day2, Session 10B: All Geek, no Latin: Where will CTOs spend their $$$ over the next 3 years.Sara Garrison, Senior Vice President IT, Sabre Holding
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Sara Garrison SVP, Sabre Holdings February 2009 Can Resilience and Fundamentals Sustain Growth of IT?

News Around the World Doom and Gloom in the Economy: A Climate for Change “ Building” (Playing to WIN) Typical Success Strategies Customer Focused/Value-Added “Star” Strategies Products/Services Service Quality Delivery/Speed/Response And Lots More “ Cutting” (Playing Not to LOSE) Typical Financial Strategies Cost Cutting Reorganize Business Process Reengineering (Waste) Layoffs/Selloffs (These are “necessary but not sufficient.”) Business Renewal #1 Today– Cost Cutting– Efficiencies (Turn arounds) “Bailing Out” (Competitive Advantage) “Rowing Forward” Hang-in (Preserve) #2 The Future– A Strategic Plan– Effectiveness Two Renewal Strategies: Cost Cutting Building a Future Vision Need for change VISION

“ Building” (Playing to WIN)

Typical Success Strategies

Customer Focused/Value-Added “Star” Strategies

Products/Services

Service Quality

Delivery/Speed/Response

And Lots More

“ Cutting” (Playing Not to LOSE)

Typical Financial Strategies

Cost Cutting

Reorganize

Business Process Reengineering (Waste)

Layoffs/Selloffs (These are “necessary but not sufficient.”)

Two Renewal Strategies:

Cost Cutting

Building a Future Vision

The IT Imperative: A Climate for Change Building to “WIN” Creating Anew Playing Not to LOSE: Back to the Basics Need for change Building Anew Hang-in (Preserve)

Fundamentals of IT: Every IT Shop Has The Same Goal: How do we “deal” with these fundamentals?

Every IT Shop Has The Same Goal:

Back to the Basics “Concentrating on What Matters” to Achieve Bigger, Better, Faster, Cheaper

Technology Trends: Back to the Basics Everything Old is New Again … Parts are parts Tools are tools Goals are goals And the goals still are Bigger, Better, Faster, Cheaper

Everything Old is New Again …

Parts are parts

Tools are tools

Goals are goals

And the goals still are Bigger, Better, Faster, Cheaper

IT: Back to the Future It’s déjà vu all over again! Technologists seldom experience “véjà du,” the eerie feeling that you’ve done this before SOA is not new. Many successful enterprise applications were built this way. BPM, ESB, SOAP, UDDI, WS-*, XML and other acronyms help, but technology alone has never been the solution to enterprise problems The acronym that is often the solution is EBITDA Services exist within a larger enterprise context, and they must conform to and support that context… relevant

It’s déjà vu all over again!

Technologists seldom experience “véjà du,” the eerie feeling that you’ve done this before

SOA is not new. Many successful enterprise applications were built this way.

BPM, ESB, SOAP, UDDI, WS-*, XML and other acronyms help, but technology alone has never been the solution to enterprise problems

The acronym that is often the solution is EBITDA

Services exist within a larger enterprise context, and they must conform to and support that context… relevant

Where Are We Right Now? Building To Win “ Mind the Gap” Know your competitors

Technology Trends: We’re in the Future Industry Wide… Compulsive communication Personalization Localization Globalization Payments Environmental awareness “ I see your lips moving, but all I hear is ‘Blah, blah, blah.’” Semantic Technology “Talk to me.” “ Yes, it’s all about me.” Augmented Reality User Interface “ No matter where you go, there you are.” Social Software “ No matter where you go, everybody’s there.” Context Aware Computing, Ubiquitous Computing, Cloud Computing, Virtualized “ I won’t pay for anything, but I’ll pay for nothing.” “ Putting the ‘green’ in ‘greenbacks.’”

Value Map: Total “Package” Perspective – To Create Customer Value (Both Products and Services Combined) 2. Brand (Tangible) 3. Total Product/ Service (Intangible) 4. Total Service Management (Unanticipated) 5. “The Experience” Upscale Themes Gambling Feelings Thrills Beauty All Senses Speed/ Response Customer Is Always Right Org.-Wide Customer Support Moment of Truth Empower- ment Communications Customer Ownership Efficient Customer Process Total Cost Attitude/ Feelings Follow-Up Service Recovery Strategy Ease of Doing Business Percep- tion Customer Service Install Delivery Envir. Responsibility Warranty Packaging Augment Credit Reputation Choice Features Style/ Package Envir. Sensitive Convenience Safety Reliability Quality -Product -Service 1. Core Commodity (Cost Only)

Creating Customer Value: Disruptive Technology By Analogy…

Creating Customer Value: Disruptive Technology By Analogy…(cont.)

Can Resilience and Fundamentals Sustain Growth of IT? Yes….. “bigger, better, faster, cheaper…” (playing not to lose) RELEVANT to be sticky with customers (building to win)

Yes….. “bigger, better, faster, cheaper…” (playing not to lose)

RELEVANT to be sticky with customers (building to win)

 

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