A Vision for the Business

Introduction

• Business Vision• Objectives• Challenges• Planning• Business and Commercial

Development Strategy

Always Thinking “Laterally”

To Plan, Create, Motivate and Grow… Successfully

Make It Happen!!

Business Vision

Business Strategy

- Is it feasible?

- Is it realistic?

- Is it achievable?

- Is there commitment?

The Four Keys to Success

Business Planning / Sales Growth

Delivery of Services

Resource Management

Revenue / Financial Performance

Business Vision

• Visibility / Awareness

• Business Procedures

• Enhanced Solution Portfolio

• Effective Management

• Sharing of skills, resources, information and best practice

• Planned Growth

• Financial stability

Deliver a Business Strategy…

Increase Profile

Commercial Strategy

Communication

Co-op & Collaboration

Management & Support

Revenue Growth

Business Vision

“To deliver a vision that will increase the ability of your organisation to implement effective business and

commercial strategies, deliver a revitalised customer programme experience, achieve financial targets and

drive profitable growth across the business.”

Objectives

Strategy

Resources

Delivery

Five ‘Key’ Objectives

Support

Communication

Become THE Foremost organisation in your Field, Delivering…› Dedicated Solution and

Support Services› Efficiency Improvements› Quality Services› Reduced Waste› Increased Profitability› Cost Benefits – ‘Value for

Money’

Challenges

Delivery Programmes

Four ‘Key’ Challenges

Infrastructure

Create New Opportunities

Over Achieve on Targets

Develop a Feasible Business Strategy…› Profile / Exposure› Market Position / PR› ICT Utilisation› Programme Delivery› Improved Services› Efficient Resource

Utilisation› Reduced Costs

Planning

Business Plan

Agreement & Sign Off

Milestones

Five ‘Key’ Planning Points

Deliver

Goals & Objectives

Business Strategy› Financial Targets and

Budgets› Services, Solutions, Tasks› Resources and Timescales› ‘On Track’ and Within

Budget and Resource Constraints

› Net Gain!

Commercial Strategy“Delivering Commercial

Value...

Efficiently and Effectively”

SWOT AnalysisStrength’s

• The Organisation’s Position• Leadership Team• Commitment & Dedication • Services / Solutions • Support • USPs

Weaknesses

• Communication / Marketing / PR• Duplication of services / resources / skills• Deployment of Resources• Right Skills, Right Place• Programme Delivery• Positioning • Recognition in Marketplace

Threats

• Competition• Apathy• Indifference• Waste• Pricing• Cost of Sales• Lack of Support

Opportunities

• New commercial opportunities• Multiple revenue streams• Develop closer ties with 3rd Parties• Closer co-operation and collaboration

internally & externally• Digital strategy / Self-Service• Communication Methodologies

• Social Media

Business Planning…

The overall success of any commercial business strategy entails reviewing the realistic market potential for that business..

Customer Services

Sales Strategy

Market Stimulation

Market Planning

Market Assessment

Market Awareness

Market Opportunity

Business Planning…

Customer Services

Sales Strategy

Market Stimulation

Market Planning

Market Assessment

ObjectivesSize

ProfileRevenueSolutionsDrivers

Early Opp.Go or

No-Go?

MarketingPricing

BudgetsResourcesCompetition

TrainingGo or

No-Go?

Mktg. PlanAwareness

Opps.SuspectsBusiness

CaseFeaturesBenefits

SalesStrategy

ProspectsA/C PlansResources

PerformanceReviewsF/Cast

ResourcesReqs.

PackagingCust SvcsSupport

A/C Mgmt.Case StudiesUser Forums

SolutionStrategyInfrast

ResourceProductsSuccess

Go orNo-Go?

VisionAudit

PotentialComp

BarriersRisks

ContinueGo or

No-Go?

Market Awareness

Market Opportunity

• What is the overall ‘Vision’ for this Opportunity?• Is there realistic and viable Business in this Marketplace for

your solutions / services?– Market Potential– Market Trends

• What Solutions are really required?• What Competition is there?• What are the Barriers to Entry?• Conduct a SWOT / GAP Analysis• What will it take to be Successful?• What are the Risks?• Do you Continue?

Market Opportunity

VisionAudit

PotentialComp.

BarriersRisks

Continue

Market Opportunity

• How do you build the awareness of your Solution?• How should you develop your Marketing Strategy?• Do you have the right Infrastructure?• Do you have the right ‘mix’ of Resources?• What about your Products / solutions? Are they ‘fit

for purpose’, maturing, competitive?• Do you have / when will you have Success Stories?• Do you Continue?

Market Awareness

SolutionStrategyInfrast

ResourceProductsSuccess

Market Awareness

• Establish your ‘key’ Goals & Objectives• Conduct a detailed Solutions & Services Market

Audit• Assess the overall Market Size• Build a Profile of Potential Customers• Assess the Revenue Potential / Mix• Determine the Solutions & Services ‘Fit’• Determine your Market Approach• Are there any early Market ‘Drivers’• Assess what Early Opportunities there could be• Do you Continue?

Market Assessment

ObjectivesSize

ProfileRevenueSolutionsDrivers

Early Opp.

Market Assessment

• What will be your level of Marketing?– Materials / Collateral / Sales Aids– Web Site / Events / Activities– USP’s, Competition

• Develop a Pricing Strategy• Agree appropriate Budgets• Establish Resource Requirements & Levels• Undertake a Full Competitive Analysis• Plan Support and Training Requirements• Do you Continue?

Market Planning

MarketingPricingBudgets

ResourcesCompetition

Training

Market Planning

• Developing a detailed Marketing Plan– Direct Mail / Telemarketing / Events– Networking / PR / Referrals– Consultants / Channel / 3rd Parties

• Customer Awareness Campaigns• Identify & Progress Opportunities• Qualify ‘key’ Suspects• Build Customer Business Case

– Solutions– Customer Services– Pricing– Resources– Support

• Identify ‘key’ product / solution Features• Identify ‘key’ product / solution Benefits

Market Stimulation

Mktg. PlanAwareness

Opps.Suspects

Business CaseFeaturesBenefits

Market Stimulation

• Develop Sales Strategy– Marketing Opportunities– Sales Opportunities– Direct / Indirect / Channel– Leverage Existing Customer Base

• Target Qualified Prospects• Account Planning & Management• Assess Resource Development• Conduct Performance Assessment• Regular Reviews• Detailed Business Forecasts

Sales Strategy

SalesStrategyProspectsA/C PlansResources

PerformanceReviewsF/Cast

Sales Strategy

• Resources– Project Management– Implementation Consultancy– Customer Support– Training

• Solution / Services Requirements– Enhancements / Customisation– Localisation– Translation

CustomerServices

ResourcesReqs.

PackagingCust SvcsSupport

A/C Mgmt.Case

StudiesUser Forum

Customer Services (1)

• Assess overall Product ‘Packaging’ requirements– Documentation – Support and Training Materials

• Delivery• Customer Services

– Project Management– Help Desk Support– Account Management

• Business Campaigns• Case Studies / User Forums• Testimonials• Reference Sites

CustomerServices

ResourcesReq.

PackagingCust SvcsSupport

A/C Mgmt.Case

StudiesUser Forum

Customer Services (2)

USP’s – What will they be?Products / Service

Features

Benefits

QualityResources

Price

Customer Service

Do you know this marketplace? Who are your competitors? Can you be competitive? What will it cost you to be competitive? What makes your products, solution or

services unique? Do you have sufficient resources… and the

right skill sets? What differentiates you from the competition? Why should customers buy from you, as

opposed to elsewhere? What will set you apart? How will you maintain your competitive

advantage? What will it take for you to be profitable and

successful? How long will it take?

Product / Solution / Service

Initial Tasks• SWOT Analysis• Agree objectives for moving forward• Build business relationships – internally & externally• Agree business development strategy• Identify business development opportunities• Assess infrastructure, resources, skills, services• Assess current outstanding problems and issues

– Work to identify resolution or action as required

• Identify priorities and ways to achieve them • Assess criteria for developing a strong network, improving

communications and sharing best practice• Clarify existing and potential revenue streams

Business Transformation

By Changing Nothing…Nothing Changes!

A Clear Vision, Structure and PurposeAllowing you to build a culture of high-performance..Inspiring people, and supporting the delivery of your strategic objectives

Managing Innovation and ChangeWith new thinking and new ideas ..Implementing alternative ways of delivering your services

Dedicated Integration of Services and ResourcesSupporting the best possible deliverables for your customers

Improved Ownership and AccountabilityTranslating political objectives and service priorities..into coherent initiatives and positive outcomes

Improving Efficiency,Reducing Costs,Eliminating WasteManaging budgets, achieving financial targets..And developing multiple revenue streams

Measured and Achievable Growth

Developing new and existing income opportunities.. Generating surplus for further investment in existing and new services

Effective Service Delivery

Developing new partnerships and alternative delivery vehicles..Achieving the best possible and realistic targets

Quality of Service and Dedicated Support

Providing a more efficient, more effective response..Delivering comprehensive digital services, whenever & wherever required

Effective and Positive OutcomesImplementing coherent initiatives..Developing new business ventures, and Building key relationships from increased collaboration

Responsive to the Unknown

Managing the development of your marketplace, andEngaging with other organisations across other sectors

This is a Journey

Building a commercial culture of high performance, and collective inspiration,whilst delivering your strategic objectives

Where everyone’s on board

And no-one gets left behind

We’re all along for the ride…

Ensuring everyone is involved in the process..and feels a part of the process

feeling the intangible,

It’s about seeing the invisible,

and achieving what many thought was impossible

StrategicVision

New Ways of Working..Strategy to Delivery...Stepping up to the Challenge..Delivering Better Outcomes..Digital Self-Service..

Strategic Vision

Four Steps Towards a Successful Business Transformation

1. Strategic Vision… And getting this right…

2. Leaders… Who are forward thinking, committed to change, and are not ‘wedded’ to the past…

3. Customer Demand… It’s this (and only this) that will drive the business forward…

4. Execution... Is the hardest part…

Strategic Vision

• Do you know what your customer’ needs and wants actually are?– How are you going to achieve this?

• Is major transformation necessary… or would just limited re-positioning of the business be sufficient?

• Do you need to transform the organisation… before transforming the business?

• Have you defined the depth and scope of the internal changes required for the business?– Will this require a fundamental re-design of your internal processes

and structures?

Business Elements – New Business ModelHow will these be individual managed?

What Needs To be Done!Innovation and Business Change

Business Transformation

Engagement / Delivery

Communication / Education

ICT

Services & Solutions

Business Design

Corp

Engagement / Delivery• Intranet• Website• Apps• Mobile applications• Social Media

• Facebook• Twitter• YouTube• Messaging

• Telephone • Face to Face• Performance Measurement

Communication / Education• Internal & External Comms• Dialogue

• What do citizens and businesses want or need?

• How do they want to access this information?

• Where do they want / need it?• When do they want / need it?

• Education• Who needs it?• How do we provide it?• Where do we provide it?• When do we provide it?

Corporate Team• Corporate Management Team• The Council’s 'Aims‘• The Council’s ‘Corporate Priorities’

Business Design• Task Force• Heads of Service

• Service Responsibility• Business Analysis• Departmental Review• Business Outcomes• Current Projects• Priorities For Action

Services & Solutions• Finance & Resources• Council Tax• Asset Management• Procurement• Revenue & Benefits• Children’s Services• Education• Adult Services• Housing

• Rents & Repairs• Social Care• Planning & Transport• Waste Management• Public Protection• Regeneration & Tourism• Culture

Business Transformation• Strategic Planning• Strategic Focus• Business Capabilities• Business Outcomes• Planned Outcomes• Deliverables

Business Transformation ArchitectureInformation Communications Technology

Technical Architecture•Systems Development•Technical Platforms

Solutions Development• Customer / Contact Mgt. System• Payment System• GIS

Customer Support•Contact Centre

Technical Support• Support Desk / Tech. Support

Business Change…

Eliminating Outmoded and

Manual Processes Eliminating Duplicated Processes

Eliminating Clerical &

Management Errors

Introducing New Services /

Applications

Integrating & Optimising

All Processes

Integrating People

With Data & Processes Optimising

and Reducing All Costs

Digital Self-Service

Web / Apps / Mobile /

Social Media

The ‘Key’ to Success

• Today’s marketplace dictates that organisations MUST transform their operations in order to…

– Fully integrate their systems & services

– Improve their communication… internally and externally

– Have access to better information… quickly & efficiently

– Make the right decisions

– Improve the quality of services and support to their customers

– Reduce their waste and costs

– Improve relationships with all their business ‘partners’

The ‘Key’ to Success• Success rarely happens by

chance, it comes from…

Vision & Planning

Business & Political

Sponsorship

Commitment

SuccessfulImplementation

of ‘The Strategy’

The ‘Key’ to Success

The “Business Transformation” Parade

• 35% of Organisations are in the ‘Parade’

• 25% are thinking about joining in

• 40% don’t even know there is a ‘Parade’ going on

A Vision for the Business

Thank You