math club and misa © 2008 ibm corporation ibm confidentialseptember 15, 2008 ibm global business...
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Math Club and MISA
IBM Confidential September 15, 2008 © 2008 IBM Corporation
IBM Global Business Services
Join a leader. Consult with us.
Information Session to Math Club and MISAIBM Global Business Services – Public Sector
Penn State University
© 2008 IBM Corporation2
Agenda
PRESENTATION – 40 min
Welcome & Introduction
IBM Business Consulting Services & Public Sector CRM
Projects Overview
Penn State University
© 2008 IBM Corporation3
IBM – the innovation company
One cohesive, company-wide strategy for defining,
measuring, shaping and sparking innovation, as the
base for IBM’s culture
Penn State University
© 2008 IBM Corporation4
Business value
Clients
Our capabilities
Consulting Services
Innovate, Solve, Implement, Support, Run Strategy and Change Supply Chain Management Human Capital Management Financial Management Customer Relationship Mgt
Application Services
Solutioning and Delivery of: Application Innovation Services Application Management Services Packaged Delivery Organisation
IBV Material IBM Component Business Modeling Service The IBM Centre For Business Optimization On DemandTM Innovation Services
Support Services
Business / Industry Insight
Aerospace Automotive Banking Chemical and Petroleum Consumer Products Education
Electronics Energy and Utilities Financial Markets Government Health Care Insurance
Media and Entertainment Life Sciences & Pharmaceuticals Retail Telecommunications Travel and Transportation
Our end-to-end capabilities are what make us a leader – and provide you with countless opportunities
Global Business Services provides the Full Equation–from thought leadership, to the breath of our capabilities and deep expertise–we deliver real business value to clients.
Penn State University
© 2008 IBM Corporation5
What are you looking for?
If this is what you’re looking for, consulting – and IBM Global Business Services may be just the place for you!
Work for a market leader?
Apply problem solving techniques and logic skills to various types of problems
Work on a variety of projects, making a difference for the world’s top clients?
Learn valuable business/technical skills through projects and training?
Team with other talented professionals who enjoy work and life?
Work for a company with many career options?
Have strong earnings potential?
Penn State University
© 2008 IBM Corporation6
IBM one of 100 Best Companies to Work For
50 Most Desirable MBA Employers- Fortune Magazine
IBM named #1 Training Organization
- Training
IBM named Best in Industry for Working Mothers. 16 years in Top 10! - Working Mother Magazine
Don’t just take our word for it……
#1 global consultant#1 professional and management services provider
"IBM combines its technology and management smarts to help clients fundamentally change the way they do things".
- Business Week April 2005
Penn State University
© 2008 IBM Corporation7
We offer competitive compensation and excellent benefits
Coaching Tree
Base salary plus incentive bonus with rewards tied to performance
Health Benefits Portfolio that provides strong support for employees
3 weeks vacation, 12 paid holidays
Employee stock purchase program
Retirement Program that helps build financial security through a 401(k) pension plan (100% match after a year, up to 6% of comp.) and other capital accumulation programs
Employee purchase discounts
and more
Penn State University
© 2008 IBM Corporation8
Overview of the Public Sector and CRM’s Role
Penn State University
© 2008 IBM Corporation9
Customer Relationship Management identifies, measures, and improves upon each touch point that a business or organization has with its’ customers or constituents
It’s all about
me!
It’s about the
► In CRM, we align people, processes, and technology to better understand the customer through the application of different problem solving techniques.
Penn State University
© 2008 IBM Corporation10
Public Sector CRM practitioners employ capabilities and problem solving techniques in five competency areas
Define, develop and implement Contact Center Solutions and Tools which are integrated into an overall multi-channel approach
•Address Org, Proc, Tech & Inf enablers in a contact environment.
•Define and develop customer focused vision and plans,
•Conduct process analysis and redesign - align processes and channels with customer wants, needs & expectations.
Customer Centric Solutions
Unique Constituent Insights Through Data Collection, Management and Analysis – develop and deliver Business Intelligence and Data Mining tools
Business Intelligence
Case Management
Breakthrough thinking to improve and automate largest, most complex workflows
Plan, implement and operate programs to assess organizational performance on key customer service metrics
Performance Measurement
Project Management
Penn State University
© 2008 IBM Corporation11
Delivering CRM solutions requires a solid process and technical framework
What is the best way to integrate processes to
produce efficient customer interactions?
How to collect customer information – needs,
wants, requirements – to design efficient and effective interactions?
What is the appropriate technology to support the customer interaction and determine how to build,
deliver, & operate it?
ServeSellMarket
Silo Silo Silo
Technology IntegrationIntegrated Processes Customer Insight
Penn State University
© 2008 IBM Corporation12
What type of problems will I work on?Project Description
United States Air Force Overview: The Air Force needs to consolidate manpower at 93 Financial Services Offices (FSOs) worldwide into a single contact center.Solution: IBM is implementing a document management system and contact center to control their finances in addition to saving the US Air Force an estimated $200 million.
Ex. of Problem: which processes at the 93 FSOs are unique/redundant & how do I build an integrated process for all service men?
United States Postal Service
Overview: USPS require 3rd-party measurement of First-Class mail transit time
Solution: IBM performs external measurement by sampling the country’s mail flow and mimics population and mail characteristics.
Ex. of Problem: what is the most efficient sample design to cover required zip codes and yield significant results from estimates?
United States Census Bureau
Overview: The 2010 Census needs call center support to ensure that Citizens have streamlined access and assistance with their 2010 Census.
Solution: IBM is creating and managing call center agent and IVR applications to support the 2010 Census.
Ex. of Problem: how to forecast call frequency and duration over the period of operation, and then how do I staff to meet these needs, and what technology infrastructure do I need to support contacts?
Penn State University
© 2008 IBM Corporation13
What skills are sought after for entry-level consultants?
Coaching Tree
Application of problem solving skills in business/real world environment
Programming experience
Process Improvement, Analysis & Design
Use Case development
Requirements analysis & definition
Quantitative Analysis and data analysis skills demonstrating ability to interpret data and draw conclusions
Experience with: SAS / SPSS, Cognos, J2EE/Java/Web development, Relational Databases (SQL)
Technical skills
Facilitation skills
Technical writing skills
Internship/coursework in government
Penn State University
© 2008 IBM Corporation14
Will I work in a diverse environment?
Best in Industry for Working Mothers – 16 years in top 10
- Working Mother Magazine
New Freedom Initiative Award for Training and Mentoring Programs for the Disabled
- U.S. Department of Labor
#1 NSBE Employer 7 Years in a Row
- National Society of Black Engineers
HispanicCorporate 100
- Hispanic Magazine
Freedom to Compete Award for Project View programs
- EEOC
Penn State University
© 2008 IBM Corporation15
Fall 2008 PSU-IBM Recruiting Events
Sept 17: Big Blue at Bar Bleu – for women only…
Sept 18: Technical & Engineering Career Fair @ Bryce J. Center Annex
Sept 23: Supply Chain-Smeal College of Business Career Fair @ Biz Bldg Atrium
Oct 22: IBM Information Day @ HUB
Oct 23: On-campus Interviews
Penn State University
© 2008 IBM Corporation16
IBM Global Business Services
Join a leader. Join us.
Paul SeckarIBM Business Consulting Services, Public SectorAssociate Partner, CRM Service Area Leader12902 Federal Systems Park DriveFairfax, VA 22033703-633-6232
Christine ConstantinoIBM Business Consulting Services, Public SectorCRM Consultant7833 Walker DriveGreenbelt, MD 20770610-509-8449
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