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I N C R E A S I N G
EFFECTIVENESS EFFICIENCY & MOBILITYOF FIELD EMPLOYEES
WITH WIRELESS APPLICATIONS
INTRODUCTIONThe development of mobile wireless devices provide great po-tential to support work processes of field employees and has an enormous impact on the development of other strategic ap-plications for businesses. This presentation will investigate how both the mobile worker and stationary offices can benefit from using wireless applications to increase effectiveness and efficiency of the overall organization. Simultaneously contem-porary conceptual frameworks will be presented.
1.
THE MOBILE ENVIRONMENTMobile applications have a huge impact on organization. Ac-cording to a 2010 survey by Forrester Research, 75 percent of companies state that the worker productivity has increased by the deployment of mobile applications. This significant per-centage comes from increased responsiveness and speed of decision-making, faster customer responses, resolving inter-nal IT issues, and finally improving customer satisfaction. By extending the business data and applications to mobile devic-es, the value of the organization assets increase through real-time access, always on and always connected, fewer delays and faster execution [Sybase 2011: 28]
2.
VERTICAL VS. HORIZONTAL APPLICATIONSVertical applications could be designed for Customer Relation-ship Management, as they include both employee and custom-er needs. Employees want real-time access to customer data, and customers demand responsiveness and high quality sup-port.
The horizontal applications focus on business processes and often decrease administration costs. However, this requires application frameworks that connect with systems such as procurement management, expense management, and human resources.
3.
CURRENT TRENDS IN ENTERPRISE APPS4.Very Interested In Developing For Each Platform
iPhone (iOS)
Android Phone
iPad (iOS)
Android tablet
BlackBerry Phone
Windows Phone 7
BlackBerry PlayBook
webOS tablet
webOS Phone (pre)
Symbian
Kindle
MeeGo
Base: 1,971 responses
0% 10% 20% 30% 40% 50% 60% 70% 80 90% 100%%
92%
87%
87%
74%
38%
36%
28%
16%
13%
12%
9%
6%
Very Interested In Developing For Each Platform
iPhone (iOS)
iPad (iOS)
Android Phone
Android Tablet
HTML5 Mobile Web
Windows Phone 7
BlackBerry Phone
BlackBerry PlayBook
HP TouchPad
Symbian
webOS Phone
MeeGo
Base: 1,798 responses
0% 10% 20% 30% 40% 50% 60% 70% 80 90% 100%%
91%
88%
83%
68%
66%
38%
21%
13%
9%
7%
6%
5%
Mobile Ecosystem Interest - Jan 2011
Mobile Ecosystem Interest - Nov 2011
Very Interested In Developing For Each Platform
iPhone (iOS)
Android Phone
iPad (iOS)
Android tablet
BlackBerry Phone
Windows Phone 7
BlackBerry PlayBook
webOS tablet
webOS Phone (pre)
Symbian
Kindle
MeeGo
Base: 1,971 responses
0% 10% 20% 30% 40% 50% 60% 70% 80 90% 100%%
92%
87%
87%
74%
38%
36%
28%
16%
13%
12%
9%
6%
Very Interested In Developing For Each Platform
iPhone (iOS)
iPad (iOS)
Android Phone
Android Tablet
HTML5 Mobile Web
Windows Phone 7
BlackBerry Phone
BlackBerry PlayBook
HP TouchPad
Symbian
webOS Phone
MeeGo
Base: 1,798 responses
0% 10% 20% 30% 40% 50% 60% 70% 80 90% 100%%
91%
88%
83%
68%
66%
38%
21%
13%
9%
7%
6%
5%
Mobile Ecosystem Interest - Jan 2011
Mobile Ecosystem Interest - Nov 2011
The iOS and Android platforms are by far the most interesting for companies. As this corresponds to the current smartphone sales to end
users, where iOS (18%) and Android (43%) have a combined market share of 61% . The main reason for the popularity of Android is the
vast supply of devices that use them as an operating system. There are nearly 47 million devices running 8 different Android operating
systems and therein lies a problem. The Android versions installed on the phones differ significantly from device to device. This makes it
difficult to deploy applications to all devices without code, making it an expensive operation. Google’s “continuous beta” philosophy falls
short when compared with Apple and iOS, which is more secure, stable, and manageable. Also, it is notable that Windows Phone 7 is on
the rise. Many industry experts agree that interoperability and connectivity with the existing Windows platform, is a huge advantage for
both individual end users and organizations, thus explaining the growth rate of the platform
Source: Mobile Ecosystem - Source: Appcelerator / IDC – 11/2011
KEY BENEFITS OF MOBILE APPLICATIONS5.What Benefit Has Your Firm Experiencedas a Result of Deploying Mobile Applications?
Increased worker productivity
Increased employee responsiveness and decision-making speed
Resolved customer issues faster
Resolved internal IT issues faster
Improved customer satisfaction
Reduced sales cycle time
Reduced personnel costsReduced fuel, gas or fleet
maintenance costsCompetitive differentiation
Increased sales revenues
Improved brand perception
Reduced inventory costs
Base: 2,247 network and telecom decision-makers
0% 10% 20% 30% 40% 50% 60% 70% 80
75%
65%
48%
48%
42%
16%
16%
15%
14%
14%
10%
6%
Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010
In Q3 of 2011, Good technologies reported
that iPads accounted for over 28% of device
activations in the enterprise – and predic-
tions for 2012 mirror this trend. According
to Gartner, there will be sold around 63,6
million tablets sold on global tablet mar-
ket, and they predict that this number will
increase to 326,3 million devices in 2015.
Apples market share for 2011 is expected
to land around 73,4% and decrease to 50%
in 2014
KEY BENEFITS OF MOBILE APPLICATIONS5.By utilizing mobile applications, the enterprise can:
1. Maximize the value of existing investments by extending business software to mobile users
2. Increase productivity by empowering employees to work where, when, and how they want
3. Minimize risk with a secure mobile technology architecture
4. Improve customer satisfaction through higher availability and greater responsiveness
ENTERPRISE MOBILITY MANAGEMENT6.» Enterprise mobility management (EMM) is the set of people, pro-cesses and technology focused on managing the increasing array of mobile devices, wireless networks, and related services to en-able broad use of mobile computing in a business context «
It is challenging to reconfigure, update, or install software on mobile devices without some kind of mobile management platform that can (1) Distribute software, (2) Distribute con-tent and information, (3) Track assets, hardware, and software inventory, and (4) Backup or delete data
MANAGED MOBILITY SAS SOFTWARE AS A SERVICE7.Managed mobility software as a service is more efficient, cost-effective, and potentially shortens the implementation cycle. Tools such as Mobile Enterprise Application Platforms (MEAPs) enable a unified platform for developing and manag-ing applications within the organization. Thus helping relieve the administration workload by automating processes and centralizing device management [Sybase 2011: 30]
RULE OF THREE8.Gartner has a “rule of three” that states that a MEAP offers significant advantages
in three situations:
• When there are 3 or more mobile applications
• When there are 3 or more targeted operating systems or platforms
• When they involve the integration of 3 or more back-end systems
These three rules come in handy when an enterprise decides to develop enterprise
applications. The most significant factor of MEAP is to avoid point to point con-
nections, where devices are connected to a back-end system. Changes made in the
back-end, increase the workload, as it requires knowledge of which devices that are
connected to the system. Hence it becomes difficult to maintain and develop the
system and total cost of development (TCD) increases
» By enabling mobile access to corporate information systems anytime, anywhere for a wide array of end users , businesses can typically experience a lower total cost of ownership (TCO) and higher return on investment (ROI). According to a 2010 study by the University of Texas at Austin, if a Fortune 1000 business in-creases the usability of its data by just 10 percent, it can realize a $2.01 billion annual revenue increase «Source: University of Texas, Austin 2010
THE MOBILE ENTERPRISE MODEL9.The Mobile Enterprise Model (MEM), developed by Stuart J. Barnes , is a conceptual framework for understanding the de-velopment of enterprise mobility in organizations by looking at dimensions and stages of mobile enterprise.
Mobile service creation
Mobile service value
Mobile channel access
Transient
Mobile
Remote
Automation
Information
Transformation
MARKET
PROCESS MOBILITY
Mobile channel access
TransientAutomation
Information
Mobile service creation
Mobile service value
Mobile
RemoteTransformation
MARKET
PROCESS MOBILITY
MOBILITY9.The mobility dimension describes the geographical independ-ence of enterprise workers, which is enabled by the mobile so-lution. Barnes uses three levels to determine the degree of mo-bility in an organization. The first level; transient, refers to the support of field workers when they move from one location to another. The second level; mobile refers to field workers having a prolonged geographical independence from the enterprise. Finally, the third and highest level; remote refers to field work-ers that are completely detached from the corporate head of-fice, thus having a high degree of geographical independence
Mobile service creation
Mobile service value
Mobile channel access
Transient
Mobile
Remote
Automation
Information
Transformation
MARKET
PROCESS MOBILITY
PROCESS9.The process dimension describes the change in work configu-ration and processes. The first level; automation refers to the efficiency gains from mobile data that is transferred to exist-ing processes. The second level information, determines the degree of effectiveness and knowledge gained from mobile solutions. Lastly, transformation, refers to changes in organi-zation processes inflicted by the mobile solution, which may change work and job roles in the organization
Mobile service creation
Mobile service value
Mobile channel access
Transient
Mobile
Remote
Automation
Information
Transformation
MARKET
PROCESS MOBILITY
MARKET9.The market dimension describes the value proposition in the market and refers to changes in products, services, and rela-tionships with customers. The first level; mobile channel ac-cess, refers to mobile access to corporate information such as email, calendar, and common services. The second level; mo-bile service value, determines the value that mobile solutions bring to the value proposition, which is enhanced by enterprise mobility. The final and third level; mobile service creation, re-fers to mobile solutions that create completely new service of-ferings and value propositions to the market
Mobile service creation
Mobile service value
Mobile channel access
Transient
Mobile
Remote
Automation
Information
Transformation
MARKET
PROCESS MOBILITY
PHASESPhase 1: Mobile employee linkage, underlines entry-level enterprise offerings that
focus on establishing the appropriate wireless infrastructure for employees. This
allows the employee to connect to corporate data and support.
Phase 2: Mobile employee management; This phase focuses on empowering the
work patterns of the employees by making corporate knowledge available on the
mobile device. The phase increases the possibility of effectiveness of the field
workers and assists them in obtaining a high degree of efficiency.
Phase 3: Mobile enterprise creation, describes field workers being geographically
separated from the enterprise. Work processes are completely supported by mobile
devices and the enterprise offers new products and services to employees.
9.
CONCEPTUAL FRAMEWORK10.When Barnes developed the framework there was a lack of lit-erature, surveys, and scientific proof about enterprise mobil-ity. He states that the framework » gives some early directions for examining the conceptual idea of enterprise mobility, but not a fully formed theoretical offering «. In this respect a more recent conceptual framework from 2007 by Wuping Zheng and Yufei Yuan can provide guidelines for the development of effective mobile work support systems to compliment the Mobility En-terprise Model.
CONCEPTUAL FRAMEWORK10.
The concept of mobile work refers to mobile workers perform-ing mobile tasks in a mobile context by means of mobile tech-nological support. The framework consists of four aspects: mobile workers, mobile tasks, mobile context and mobile tech-nology that address the questions of Who, What, Where, When and How, respectively [W. Zheng and Y. Yuan2007:110]
Within
Utilize
Used by
Mobile task
Mobile technologies Mobile context
Mobile workers
Accomplish
Mobile worksupport
CONCEPTUAL FRAMEWORK10.Table 1 Dimensions of the mobile work framework
Dimension Questions to address Characteristics
1. Worker (Who) Who are the mobile
workers?
Mobility and job category
2. Task (What) What tasks the mobile
workers perform
Location/Time
dependency, multitask
handling
3. Context (Where and
When)
What environment in
which the tasks are
performed by mobile
workers
Workplace and temporal
structure
4. Technology (How) What information
technologies are
available to support
mobile work?
Mobile devices, mobile
communication
infrastructure and
applications
Source: W. Zheng and Y. Yuan, 2007
CONCLUSION11.» Often, the mobile solution does not fit the long-term business or IT goals and the focus of the solution is often too narrow. This is because in the past mobility has been tactically geared around a specific task, problem or process and essentially deployed in a silo within the company «
» Businesses should evaluate tablet applications based on func-tionality and business process integration, user factors, system integration, management and security, application architecture and vendor viability «
Source: Nicholas McQuire, research director for the EMEA Enterprise Mobility, IDC
Source: David Willis, Vice president for Gartner