Saturday, July 31, 2010

Is SSA GT Betting Infini(um)tely On Acquisitions? Part Two: Market Impact

Is SSA GT Betting Infini(um)tely On Acquisitions? Part Two: Market Impact
P.J. Jakovljevic - December 12, 2002

Event Summary

Seemingly strange and things once considered unlikely can happen in the enterprise applications market. It might even be quite ironic that, during these days of general lethargy of the market, the rare upbeat pieces of news have been coming from some reformed traditional enterprise resource planning (ERP) vendors. These very vendors not that long ago exemplified failed business models, thus giving ammunition to some pundits to announce the obsolescence of ERP. A vendor that many have long considered gone south' seems not only to be shyly coming back onto radar screens, but has rather noisily been re-creating a sort of an IBM eServer iSeries (formerly AS/400) platform-based ERP empire, which was also once considered vanishing like Atlantis.

On October 28, SSA Global Technologies, Inc. (SSA GT), www.ssagt.com, a worldwide enterprise solutions and services provider, announced it has entered into an agreement to acquire 100% of the common stock of Infinium Software (NASDAQ: INFM), www.infinium.com, another like provider, although mainly within different industry segments. In the agreement, each outstanding share of common stock will be converted into the right to receive $7.00 per share in cash. The agreement specifies that the transaction is subject to approval of Infinium's shareholders as well as regulatory and certain other customary conditions. The transaction is expected to close before January 1, 2003 at which time Infinium should become wholly owned by SSA GT.

This is Part Two of a four-part note on recent developments at SSA GT.

Part One covered recent announcements. Part Three will continue to discuss the Market Impact.

Part Four will discuss Challenges and make User Recommendations.

Market Impact

With hindsight from two previous like-acquisitions, we tend to be more favorable and less skeptical about this acquisition of Infinium. While, at the time of interBiz acquisition, CA was in quite a quandary with its eroding finances and impending SEC investigation, and had for long not known what exactly to do with its bunch of aging ERP products and with confused and disconcerted customers and stuff members, Infinium has, contrarily, lately been praised for its successful comeback and for its crystal-clear focused strategy and energized organization (see Infinium Returns To Its Core Competencies To Succeed).

At about the same time as its new adopted parent, in late 2001, Infinium seems to have successfully bitten the bullet and began reversing its slew of preceding bad fortunes (see Figures 1 & 2). Consequently, the fast tracked return to profitability during the last four quarters. A several million positive cash flow and revenue growth in the last few quarters have renewed customers' and investors' confidence. The companys recent stock performance and a hefty cash price of over $100 million SSA GT is willing to fork out at the time of less than $1 million software bargains like PowerCerv or Clarus, speak volumes in that regard.

Figure 1.

Figure 2.

Like the previous two acquisitions, this one too seems aimed at enlarging SSA GT's customer base, market share, and, more importantly, its predictably recurring support revenue and consequently larger R&D pool. The acquisition nears SSA GT closer to the landmark number of 10,000 active installed customers, although at a price stretching its R&D and service & support resources. Yet, after close scrutiny and assessment of Infinium's strengths and weaknesses, the SSA GT management will have concluded that Infinium's over two decades long operating history, its functional and scalable solutions, over $50 million of recurring service & maintenance revenue stream (out of $67 million total revenues in 2002), and loyal customer base (with over 90% customer retention) due to traditionally exceptional customer care should help its comeback cause provided the merged company can curb certain challenges.

Adding New Market Opportunities

Another favorable difference from the interBiz' acquisition would be a much lesser functional overlap and a possible adversarial competition between SSA GT and Infinium products and target industries. Having not been entirely manufacturing-centric, Infinium should add diversity in terms of new market opportunities (competing rather with the likes of PeopleSoft, Lawson Software or Geac in certain service-based industries), while also expanding functionality and customer base, which has become important possibly more than ever nowadays for all software vendors in a shrinking economy.

SSA GT's current staff members have known as much about gaming and healthcare industries as mere hotel/casino/hospital visitors in the past. This is Infinium's forte. And, vice versa when it comes to Infinium's staff expertise in the automotive industry, it rests with SSA GT's current staff. Furthermore, when the inevitable products' redundancy rationalization soul-searching exercise is done, there should be a good potential for SSA GT to gain even more of a traction in some process industries, like batch-process chemicals, food & beverage etc., and to also up- and cross-sell some of its applications, including certain warehouse management systems (WMS) and BPCS role-based portal developments, to Infinium customers.

Conversely, SSA GT can expect to further sell to its own customers Infinium's CRM, HR/payroll and financials add-ons. In fact, a great number of SSA GT customers will have already deployed Infinium for astute HR/payroll and financials administrative back-office functions interfaced to SSA GT's superior BPCS product on the manufacturing shop floor, which should bode well for any tighter products' integration moves in the future.

Current Technology

Further contrary to the former interBiz' products, Infinium, while not at the cutting edge of product technology, is also a cry far from being outdated. One of the Infinium's crucial recent decisions was also the sole focus on iSeries platform and on IBM WebSphere technology and infrastructure, which was a prudent decision against the backdrop of the company's recent business circumstances and its resources. While not a platform with a high growth potential, iSeries remains a proven technology that is highly regarded for its reliability, stability, and robustness, which all typically result with a low TCO. The fact that IBM continues to invest in the platform's rejuvenating development and its Web-integrated infrastructure was yet another reason for Infinium to stick to its long partner's recognized technology.

Having decided on its platform support, Infinium energetically embarked on the mission to modernize its products architecturally while preserving its customers' manageable migration and their investment in its older product releases. Furthermore, a brand new browser-based user interface (UI) should have an appeal to current users and prospects, and should alleviate Infinium's proverbial problem of bland UI and unexciting metaphor that has often plagued its sales in the past and prevented its more widespread recognition.

Also, to alleviate anxiety of many of its users, which have heavily customized its older, green-screen' product versions, the company released recently a redevelopment tool designed to extend the business logic and interfaces of these product instances to the Internet. The tool uses XML to communicate with the IBM's WebSphere Application Server. Additionally, while Infinium's product is not based on object oriented programming (OOP) code per se, it has nevertheless long provided a great number of application programming interfaces (APIs) for interconnectivity among its own and third-party applications, all providing for flexibility and incremental deployment.

Cultural Synergy

Consequently, the similarity of the companies' recent cultures as well as their very similar product rejuvenation and functional expansion roadmaps should indicate many synergies that could exist between the two product lines/organizations, including the cited closeness of product codes at the base level and both camps' heavy reliance on proven IBM iSeries platform. These sorts of economies of scale are blessings in disguise could still allow SSA GT to build on its core ERP transactional capabilities while being able to offer viable extensions to the core products. Also the companies have similar philosophies illustrated in pragmatic product development approach and unrelenting focus on profits and cash generation lately.

The companies indeed belong to a group of vendors recently benefiting from the market sobering up from its recent 1990s infatuation with cool' (and often unproven and immature) technologies at any cost and from its subsequent reversal to a show me' attitude illustrated in a pragmatic home improvement' approach to utilize and/or rationalize already implemented software to excess ("shelfware") and to deploy new technology incrementally with a proven quick return on investment (ROI).

To their favor, mid-market enterprises have increasingly adopted the concept of a single-vendor application suites (ensuring thereby a single throat to choke) and tend to buy extended functionality from their ERP backbone vendor rather than to risk intricacies of a multi-vendor concocted solution. For vendors targeting mid-market manufacturers, current loyal customers have become pivotal to their success in selling upgrades and extended applications such as supply chain management (SCM), CRM, BI, portals, and SSA GT should have secured a fertile ground thus far.



SOURCE:
http://www.technologyevaluation.com/research/articles/is-ssa-gt-betting-infini-um-tely-on-acquisitions-part-two-market-impact-16826/

Social Networks That Boost Your Business

Daniel Burrus - April 26, 2010
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Most people are familiar with the term “Web 2.0,” which refers to a second generation of Web development and design that focuses on fostering social networking via the Web. Innovative companies are beginning to embrace Web 2.0 technology as a way to enhance communication, information sharing, and collaboration, thereby allowing them to work smarter rather than harder.

The use of Web 2.0 in business represents a new trend called “Business 2.0.” Aside from being the name of a defunct magazine, Business 2.0 is about using new Web-based social networking applications (many of which were originally created for personal use) in a way that fosters teamwork, customer touches, and internal and external collaboration in a low-cost seamless way.

Unfortunately, many businesses feel that Web 2.0 and social networking are for the younger generation and a waste of time when used by employees. However, once you understand the power of these applications and how to use them in your company, you’ll quickly find that they can be invaluable tools to boost your bottom line.

Following is an overview of the best Business 2.0 tools.

Personal Tools with Business Applicability

Facebook
Personal Use: Facebook enables you to connect and share with the people in your life. Users can join networks organized by city, workplace, school, and region to connect and interact with others. People can add friends, send them messages, and update their personal profiles to notify friends about themselves.

Business 2.0 Use: Large organizations can connect all of their employees, or members, with Facebook. Some are finding an added advantage of using an internal, secure version of Facebook. This has helped organizations to dramatically increase their internal networking and collaboration.

Ask Yourself: Could we use Facebook, or our own internal version to get people to collaborate at a higher level?

Twitter
Personal Use: Twitter is a micro-blogging service that allows friends, family, and co-workers to communicate and stay connected through the exchange of short, quick answers using no more than 140 characters per message. Senders can restrict delivery to those in their circle of friends or co-workers. Users can receive updates via the Twitter Web site or other social networking sights such as Facebook. Young people use Twitter for answering the question: What are you doing?

Business 2.0 Use: Business users could change this question to: What problem are you trying to solve? Several companies have used this as a fast way to solve problems. Hotels, airlines, and airports are using Twitter to pitch services, travel updates, and respond to travelers needs.

Ask Yourself: Could we use Twitter to solve problems faster with our organization or our customers?

Wikipedia
Personal Use: Wikipedia is a free online encyclopedia that anyone can use to find information on virtually any topic. Anyone can edit the content as well.

Business 2.0 Use: A large manufacturing company with engineers in locations around the world increased problem solving and collaboration by creating an internal, secure version of Wikipedia for sharing information on parts and service offerings as well as repair and maintenance instructions. Retailers and suppliers could create a version of Wikipedia to foster education and training as well as enhanced information sharing.

Ask Yourself: Could we create an internal version of Wikipedia to foster better information and knowledge sharing?

YouTube
Personal Use: YouTube is a video sharing Web site where users can upload, view, and share video clips. YouTube displays a wide variety of user-generated video content as well as movie clips, product demonstrations, and commercials. Unregistered users can watch the videos, while registered users can upload an unlimited number of videos.

Business 2.0 Use: Businesses are posting humorous commercial videos to generate interest in their products with great success. The more entertaining it is, the more people watch it. Business partners could create a YouTube like channel for the purpose of educating and training.

Ask Yourself: Could we enhance our marketing efforts as well as general communication by using YouTube?

Digg
Personal Use: Digg is a social news Web site made for people to discover and share content from anywhere on the Internet, by submitting and accessing links and stories. Voting stories thumbs up or thumbs down is the site's cornerstone function, respectively called digging and burying.

Business 2.0 Use: Many organizations have found this to be a good way to track the most interesting advances in technology or the most useful business news. Large organizations can create their own internal version for sharing what employees consider to be the most useful information.

Ask Yourself: Could we use Digg, or our own internal version, to get people to share their most interesting and valuable Web-based information with each other?

Delicious
Personal Use: Delicious is a social bookmarking web service for storing, sharing, and discovering web bookmarks. It uses a non-hierarchical classification system in which users can tag each of their bookmarks with freely chosen index terms.

Business 2.0 Use: Business users can share their most useful Web sites with co-workers or business partners. If a customer purchases a product, sellers could share relevant bookmarks that keep the customer coming back for more information and hopefully more products.

Ask Yourself: Could we use Delicious to share important new Web sites faster within our organization or with our customers?

Visual Communications
Personal Use: Visual Communications, unlike traditional video conferencing, uses your desktop, laptop, and soon your smart phone to hold a quick, anytime, anywhere videoconference with one or more other people. Travelers who must be away from home are using their laptops in hotel rooms with broadband access and free software such as Skype and AOL Instant Messenger (AIM) to communicate with family and friends to enhance their personal connection.

Business 2.0 Use: Businesses are discovering the power of Visual Communications to enhance the connection with their sales force, business partners, and customers.

Ask Yourself: Could we use Visual Communications to enhance communications internally and externally?

Purely Business 2.0 Tools
Wiki
A Wiki is a collaborative Web page or collection of web pages designed to enable anyone to create a quick web page that allows visitors to search the Wiki’s content and edit the content in real time, as well as view updates since their last visit. Wikis are often used to create collaborative Web sites and to power community Web sites. On a moderated Wiki, Wiki owners review comments before additions to the main body of the topic. Additional features include calendar sharing, live AV conferencing, RSS feeds, and more.

Ask Yourself: Could we use Wikis to enhance internal and external collaboration?

LinkedIn
LinkedIn is a business-oriented professional networking website for exchanging information, ideas, and opportunities. There are over 35 million registered users spanning 170 industries actively networking with each other. For example, large insurance companies use LinkedIn to foster networking with their independent sales representatives. Human resources (HR) professionals from all over the world could use LinkedIn to share best practices.

Ask Yourself: Could we use LinkedIn to expand our organizational network for enhanced knowledge sharing?

Cloud Computing and Software-as-a-Service (Saas)
In cloud computing, some or all of the storage, software, IT processes, and data center facilities you use can exist on your provider’s server, which is maintained and cared for by your provider, giving you 24/7 access from any device anywhere. The cost of upgrading hardware and software, maintenance, and associated IT labor costs can be dramatically reduced or eliminated. Currently, the ideal organization would be any size company that’s facing big investments in computing and communications infrastructure. For example, Amazon.com can give you an entire e-commerce back end. SaaS such as SalesForce.com has a customer relationship management (CRM) package, SciQuest has a spend management package, and Google, Microsoft and others have a suite of offerings.

Ask Yourself: Could we use cloud computing and SaaS to streamline our IT needs?

Gain a New Competitive Advantage
By reframing the use of social networking technology, companies can increase communication, collaboration, problem solving, and competitive advantage with little cost. Remember, many of these tools are free or nearly free, making them accessible to even the smallest of businesses. Therefore, the sooner you embrace Business 2.0 and put it to work for you, the faster you can penetrate new markets and win the lion’s share of business.


SOURCE:
http://www.technologyevaluation.com/research/articles/social-networks-that-boost-your-business-20803/

Software Selection for Organizations: Are We Becoming Too Web-biased?

Software is a unique asset in the sense that it does not have any moving parts. Hence, it is not subject to wear and tear, which is the main reason any physical asset with moving parts requires maintenance and, ultimately, replacement. Theoretically, the life of a software application is eternal, with it not needing any maintenance at all so long as the hardware platform on which it is running is maintained and is in working condition.

Software can be upgraded to suit changing business needs, almost without limits. There are many examples of this phenomenon. Take the case of IBM mainframe software written in the 1970s—it is still running well into the new millennium. That is, this software is about 40 years old, and there appears to be every reason that it will run for another 40 years. The technique of “windowing,” used in many a Y2K conversion, indicates so. Windowing is when any two-digit figure greater than 50 in a date (that is, 50 to 99) is interpreted as belonging to the 20th century, and any two-digit figure less than 50 in a date (that is, 00 to 49) is interpreted as belonging to the 21st century. For example, if the data contains “49” in a date (as in the date 12/30/49), then the year of that date is interpreted as 1949 (or 12/30/1949). God willing, there will be another dose of software date conversion in the year 2049 to make it compliant to a four-digit year.

This is not to say that software doesn't need any maintenance at all. Ideally, software maintenance should be based on the changing business environment, and should be performed to handle the changed business needs, not otherwise.

The recent trend of building applications for enterprise in a totally Web-centric manner is, in our opinion, beyond reasonable necessity. There is a place for Web-centric software, and a place for client-server and mainframe software. The software industry seems to be falling head over heels in its embrace of Web-based software, and it is forgetting all other technologies, many of which are robust, secure, and much more economical.

Criteria for Selecting a Platform to Run Software Applications

Following are the criteria for selecting a platform—that is, a combination of hardware, system software, and a development platform—for running a software application to fulfill business needs and transaction processing.

1. Software Stability

So long as the original platform remains in the same condition, it can be expected that the application software will continue to work without any issues. This has been proved in the case of mainframes, where the application software has been running for about 40 years with regular maintenance, and upgraded only to cater to the changing business needs.

But software has been changing, moving from mainframes to smaller computers and to personal computers (PCs). PCs were originally thought of as home computers, and were never expected to play the significant role they are playing in business today.

The Internet added a new dimension to the software scenario by bringing the ability to connect computers all over the world at a very affordable cost. However, in some ways the cost has been quite high: software viruses have been released into the World Wide Web with the purpose of causing some sort of damage to PCs. Now, when PCs are connected to the Internet, they are in constant danger of succumbing to new classes of malware, spyware, and worms. Sadly, their operating systems are not equipped to handle these external and unwelcome threats, and we need to install additional software to protect our computer assets from these virtual predators.

Unlike with mainframes, the performance of PCs is unpredictable in terms of the unknown actions of malware and the software that is supposed to protect the PC from the malware. A new virus or spyware is released, and hence, an upgrade to an anti-virus software or spyware-remover is released. Or, perhaps a security patch is made available. All these fixes are applied to the PC, and the next thing that hits you is that the application software, which was hitherto running flawlessly, turns in an error.

In short, the software reliability is affected, not because the software was developed badly, but because of external incidents of which neither the developer nor the user has any control. Worse still, the error may not be detected until an irate customer complains bitterly about the silly error that caused him or her a loss or an inconvenience.

In the case of Web-based software, you cannot buy a product with just a one-time payment; you must enter into a software maintenance contract, out of necessity, even if your business requirements do not change, to be protected from an external event for which you are not even remotely responsible for. The current trend in Web-based software product pricing is a move toward yearly licensing—no longer is the sale a single, cut-and-dried transaction.

With client-server software, you can maintain the system software in its original condition as long as it is kept isolated from the Internet. With mainframes, you are already protected from malware due to their hardware design and mammoth-sized operating system software.

From this standpoint, it is better to go for a mainframe- or client-server–based software than a Web-based software.

2. User Interface Stability

Web-based software is essentially browser-based. A variety of browsers exist: IE Netscape, Mozilla, and Opera, to name a few, each having its own set of die-hard adherents. The browser in a Web-based software dictates the user interface (UI), and different browsers may handle the UI differently. Sometimes, the UI may work on some browsers and not others. One feature common to all browsers is their vulnerability to attack from malware. Therefore, the browsers listed above are continuously being upgraded and patched. These actions have an impact on Web-based software: every time a browser is patched or upgraded, the software needs change.

Client-server software, on the other hand, is not dependent on such external applications as browsers. If a virus attacks it, you simply need to clean the virus away or re-install the client software. Mainfames, of course, are immune to malware, as no viruses have been written so far that can attack them.

3. Software Maintenance

A working software should not need maintenance, as it does not experience the effects of physical wear and tear. If, and only if, there is a change in business requirements, then yes, software enhancement or correction may be needed, not otherwise.

Web-based software needs maintenance irrespective of its platform's stability. You need to maintain and upgrade your software whenever a) your browser is patched, b) your browser is upgraded, c) the third party middle tier is upgraded, d) your operating system is patched, or e) some new and powerful virus is released. This is especially true when the application is multitiered; it is impossible to know which tier is causing the issue, so the application software is what is upgraded.

In addition to application software maintenance costs, Web-based software needs maintenance for the additional protection software components that it requires. Thus, Web-based software not only costs you more initially, but it also costs you extra in maintenance during operation. Nowadays, anti-virus organizations are releasing weekly upgrades to their virus definitions, which goes to show that new viruses are being released through the Internet on a daily basis.

Mainframe and client-server software continue to work as long as the platform remains the same. External events do not influence their software maintenance needs, and upgrade of a browser does not impact them. No third party middleware is needed; they do not need a third tier of software to run their applications or if a new virus is released.

4. Initial Setup

The true cost of the initial setup of Web-based software only becomes apparent once it is discovered that the software cannot be implemented straight out of the box. Commercial off-the-shelf (COTS) software can almost never be used as is, and it almost always needs customization while implementing Web-based systems. On-site customization is the norm rather than the exception in the case of Web-based systems, and this often jacks up the cost.

The vulnerability of Web-based software makes it imperative that you add components to tackle external—and most likely threatening—events. Examples of such components include anti-virus software, firewalls, intruder detection systems, data encryption tools, security systems, and so on. Furthermore, these protective software need yearly maintenance contracts, and sometimes the upgrades to counter external threats come at additional cost.

The software replacement cost of Web-based software must also be factored in, as one never knows when the current standards of the software will be overhauled; this only happens in the case of Web-based software.

Suffice it to say that it is cheaper to have multiple instances of client-server software with synchronized databases than one instance of Web-based software. What's more, the protective components listed above are not needed with client-server or mainframe platforms.

5. Security

In a client-server or a mainframe environment, threats to security originate from internal sources, not from external sources. In other words, threats emanate from known and controllable causes. In a Web-based system, it is unknown where a potential hacker is from; for all we know, he may be in a country far away, where we do not have any influence or recourse for justice. As we strengthen security tools, so are the hackers improving their trade. Thus, it is a constant race between software developers and hackers.

Caught in between are businesses—paying the price, both literally and figuratively.

6. Uninterrupted Operations

A Web-based system can be interrupted for a variety of reasons: a) an interruption to the Internet service, b) a virus attack, c) a failure in the networking hardware or software, d) a newly released software patch that has affected some portion of the software, e) a malfunction in one of the tiers, or f) a hacker has infiltrated the system. In other words, the system can be brought down by external events that are outside the purview of our control.

Mainframe and client-server systems cannot be brought down by external events.

Some Final Words

To be fair, we need to acknowledge some of the more positive facts about today's Internet. The Internet's speed has increased significantly, so much so that any waiting time has all but disappeared. The cost of Internet access has come down substantially. The robustness of middle tiers has improved remarkably. Furthermore, most countries have enacted rules and regulations on Internet access, and are cooperating with each other in the matter of hacking.

The Internet facilitates corporate operations, and has become a very convenient way for carrying on business—no argument about it. Web-based software is a must for interaction with the public. Some of the applications that cannot run without (or that we cannot live without) a Web-based system include hotel reservations, travel, information, the selling of consumer goods, form-filling, public interface—the list goes on. Web-based systems have arrived, and they are indeed here to stay.

However, we must carefully evaluate the business scenario and consider whether Internet connectivity is really needed for enterprise software. No business should blindly conclude it must have a Web-based system. Where one is not needed, a client-server or mainframe system is the better, safer choice.



SOURCE:
http://www.technologyevaluation.com/research/articles/software-selection-for-organizations-are-we-becoming-too-web-biased-19141/

PurchasePro Acquires Stratton Warren

Event Summary

PurchasePro recently announced it would acquire Stratton Warren, Inc., a provider of inventory management and purchasing solutions for hospitality related industries. Stratton Warren's customer base is composed of more than 50,000 suppliers that together purchase more than $5 billion each year. Vertical markets represented by the suppliers include government, foodservice, entertainment, resorts, amusement parks and hospitality. Among the more recognizable suppliers are Opryland, Fort Jackson Army Base, Snowbird Ski and Summer Resort, MGM Mirage, The Broadmoor, Delaware Park Race Track, The Greenbrier, Harrah's Entertainment Inc., Mandalay Bay Group Resort, Park Place Entertainment, Pinehurst Resort and Country Club and Vail Ski Resorts.

PurchasePro will make Stratton Warren's solution available to its tens of thousands of members in the company's global marketplace solution for buyside/sellside e-commerce solution. "The acquisition of Stratton Warren enables PurchasePro to incorporate best of breed inventory management and purchasing solutions into our e-commerce products," said Geoff Layne, executive vice president of PurchasePro.

PurchasePro will pay less than $15 million in stock and cash and expects Stratton Warren's financial results to be accretive, excluding non-cash charges. The two parties expect to complete the acquisition by the end of the year subject to customary conditions.

Market Impact

PurchasePro made a sound decision in acquiring Stratton Warren. First, Stratton brings PurchasePro the potential to add thousands of new customers from among its 50,000-strong supplier base. These suppliers will contribute to PurchasePro's recurring revenues through subscription or transaction-based fees charged for their participation. Second, compared to the potential increase in revenue it brings, Stratton is a bargain at $15 million. Even if no more than 40% of Stratton's suppliers elect to stay with PurchasePro, the company stands to receive between $7 and million to $14 million in additional revenue per year (assuming 30 transactions per month per supplier at $10-20 per transaction). Third, in managing the integration of its products, PurchasePro is able to capitalize on a working relationship and common industry focus with Stratton that extends back to 1997. In fact, PurchasePro began as an online marketplace for large hotels, casinos, and restaurants and these companies make up a significant portion of Stratton's customer base.

Together, PurchasePro and Stratton Warren gain more ground against competitors, in particular GoCo-op.com (see TEC article, Does Someone You Never Ever Heard Of Hold The Keys To The E-Commerce Kingdom?). Both rivals offer digital marketplace platforms including software, services and catalogs for hospitality related verticals. In contrast to Stratton, GoCo-op's supplier base is composed primarily of large hotel chains like Marriott International, Inc. and Hyatt Corporation. The additional hospitality verticals that PurchasePro gains through Stratton give it considerable edge over GoCo-op, which itself would have benefited from a merger with Stratton



SOURCE:
http://www.technologyevaluation.com/research/articles/purchasepro-acquires-stratton-warren-16238/

Commerce One: Everything but Profits

Vendor Genesis:

Commerce One began life in 1994 as DistriVision, originally focused on developing CD-ROM sales catalogs. The company took its first steps toward fame and fortune at age two-and-a-half when it grabbed Mark Hoffman, who had been CEO of Sybase, to be its leader. As new CEO, Hoffman quickly raised more than $7 million in venture funding for the infant company, and brought several former Sybase employees along with him. Hoffman said at the time that he supposed the company could reach $100 million within five years.

A few months later the company had a new name and a new product release to go with it. In April 1997 Commerce One released products for building online catalogs, for shopping and for transaction processing. Following upon this release the company entered into its first significant relationship, a partnership with MCI. Under the terms of the partnership MCI provided network infrastructure and 24/7 operations for Commerce One to build its marketplaces. MCI Systemshouse and Ernst&Young Technologies were signed to provide consulting services to suppliers. MCI also became one of Commerce One's flagship customers.

In 1998 Commerce One teamed with Microsoft, PriceWaterhouseCoopers and SAP to offer purchasing services in Europe. Microsoft's presence was due to Commerce One's strategy of basing its products on standard Microsoft software. SAP was to provide ERP software. Also in 1998 the company made a fundamental commitment to XML by purchasing Veo, Inc. Veo specialized in developing XML based products for trading networks. Veo had been spun off from CommerceNet, where it was instrumental in developing CommerceNet's proposed standards.

By March of 1999 Commerce One had released a fully functional online product suite based on XML as a connector that would enable other companies to link with its software. With this software Commerce One's customers could go through Commerce One's marketplace, called MarketSite, to reach such vendors as Office Depot and Grainger. An XML tool, called the XML Commerce Connector, allowed buying companies to link from their own internally maintained catalogs into MarketSite, and also linked MarketSite to supplier catalogs. Overall, Commerce One's position regarding business languages in general and XML in particular has been to support open connectivity.

The same year, 1999, was Commerce One's IPO, which brought the company $69 million. However, soon afterward Commerce One suffered a setback when, as a result of its merger with WorldCom, an Ariba customer, MCI switched to the Ariba Network. But the loss was not fatal (although. Ariba's PR people made the most of it). By the end of the year Commerce One's stock price had shot up twenty fold, giving it a market capitalization of $20 billion, and it had partnerships with companies like British Telcom, Nippon Telegraph and Telephone, PeopleSoft and such financial institutions as Toronto-Dominion Bank of Canada and Banacci of Mexico. It had signed to develop General Motors' GM Marketsite, and had purchased CommerceBid to gain the technology to add auction capabilities to its product line.

Toddling into the year 2000 Commerce One has been moving strongly, especially in the international part of the world. It has developed regional trading hubs in China and South Africa to add to its others in Japan, Australia and Southeast Asia, Europe and North America.

Figure 1 shows the company's revenue history. Through Q3 of 1999 license revenues were growing faster than exponentially and service revenues were growing slower than linearly. This was an excellent position to be in. (Growth in revenues has been so amazing that were it to continue at those rates it would exceed $5 trillion within two years. So, of course a slowdown was to be expected, and must be seen as healthy. Growth in Q4 seems to have slowed in geometric terms, but this should not be of much concern, especially given the dramatic upturn in Q1 of 2000.)

However, licensing is not where the company expects to make its money. Much of its revenue is expected to be in the form of transaction fees for the purchases made on the various networks it manages or has revenue partnerships with. The company also expects to garner revenues from commissions on auctions and from subscriptions to hosted services. There are also revenue sharing agreements with at least 75 portal partners and the company is developing other services.

Overall, to date the only significant revenues have been from license fees. This is in line with all reasonable expectations, but we'd look to see those revenues begin to flow by Q3 of 2000, and Commerce One agrees that the next year or two will be critical in proving their financial viability.


SOURCE:
http://www.technologyevaluation.com/research/articles/commerce-one-everything-but-profits-15796/

Enterprise Application Provider May Deepen Market Impact

Market Impact

The past several years have been tough for SoftBrands, a Minneapolis, Minnesota (US)-based provider of enterprise solutions for the manufacturing and hospitality industries (see SoftBrands' Recovery Softens the AremisSoft Bankruptcy Blow and Fourth Shift's evolution within SoftBrands' DemandStream). However, the worst is certainly past for SoftBrands, and there are some glimmers of hope for a better future.

For a discussion of the Classic Fourth Shift and Fourth Shift Edition for SAP Business One products, see Classic Enterprise Resource Planning Solution Shifts Over. For a discussion of the evolution and DemandStream products, see Extended Enterprise Resource Planning Vendor Shows Its Lean Side. For details on SoftBrands Hospitality, see Vendor Extends the Welcome Mat for Hospitality Industry.

This is Part Five of the five-part SoftBrands' Recovery Softens the AremisSoft Bankruptcy Blow series.

SoftBrands' manufacturing customers are concentrated in the life sciences, machinery, chemical and plastics, automotive, consumer products, and electronics industries. We believe that the life sciences and consumer products sectors represent potential growth markets for SoftBrands in North America. In the Europe, Middle East, and Africa (EMEA) markets, there is growth potential in Eastern Europe, primarily in the Czech Republic, Poland, and Russia.

When it comes to the Asia Pacific market, the manufacturing sector in China is growing rapidly, and the vendor should be well positioned to capitalize on this growth. In particular, SoftBrands should gain an advantage from the facts that the erstwhile Fourth Shift was the first enterprise resource planning (ERP) vendor to be certified by Chinese authorities, and that, for a long time, the Chinese market lacked the strong local competition found everywhere else. There might also be potential for SoftBrands to gain market share with private Chinese enterprises as a result of the Fourth Shift Edition for SAP Business One offering. However, the vendor will likely need to produce local language versions before it can generate substantial sales of Fourth Shift Edition for SAP Business One in the Asia Pacific market. In addition, localization of value proposition, implementation services, and functionality will be required to adapt the product to the cultural differences found in Chinese companies.

In terms of the hospitality sector, SoftBrands has a hospitality customer base of approximately 2,500 worldwide. Organic growth in hospitality might come from replacing legacy systems with new products such as Medallion, and winning new-name accounts.

Regardless of industry, however, all the above forays should be backed up by substantial progress in developing an indirect channel to supplement the company's direct sales force. SoftBrands currently has direct sales offices in several countries, including in Minneapolis, Minnesota (US); Reading, UK; and Tianjin, China.

Manufacturing sales offices employing about forty direct sales personnel are located in Singapore; Shanghai, Beijing, and Guangzhou, China; Johannesburg and Cape Town, South Africa; Dublin, Ireland; and Mexico City, Mexico. The vendor's customer service hubs for the manufacturing business are found in Mexico City, Mexico; Blackburn, UK; Mantua, New Jersey (US); and Johannesburg, South Africa. Despite the fact that SoftBrands distributes its manufacturing software and services through a combination of direct sales and resellers, essentially all its revenue is generated through the direct sales offices. The following table summarizes the principal means of distribution for SoftBrands manufacturing products by geograph



SOURCE:
http://www.technologyevaluation.com/research/articles/enterprise-application-provider-may-deepen-market-impact-18438/

Geac Hopes To See System21 Shine Again Like 'Aurora'

Event Summary

Lately, Geac Computer Corporation Limited (TSX: GAC), a large and until recently struggling Canadian supplier of enterprise management software, has indicated it might have finally gotten its ducks in the row not only has it posted a few stable and profitable quarters, but the company has also shown the intent to move away from its all but failed business model of selling maintenance and services for outdated applications. As a result, it has a number of recent new contract wins.

This note covers the following recent Geac announcements:

* The Extensity and EBC Informatique acquisitions

* A contract with ZPC Mieszko

* A contract with Ghim Li Holdings Co Pte Ltd

* Delivery of three new System21 products for automotive manufacturers

* Further details on Project Aurora

* Industry response to AnswerLink

* Financial Results for fiscal year 2002

This is Part One of a three-part note on recent announcements by Geac.

Part Two will cover the Market Impact, and

Part Three will discuss the Challenges Geac faces and make User Recommendations.

Extensity and EBC Informatique

On August 29, Geac announced it has entered into an agreement to acquire the IBM e-Server iSeries software assets, customer agreements and employee base of EBC Informatique, a European hardware and software solutions provider, for a transaction valued at Euro 2.45 million. EBC Informatique's iSeries unit will be immediately integrated with Geac's Anael Solutions division in France. The acquisition will significantly expand Geac's substantial presence in France's financial management solutions market and will provide Geac with an opportunity to deliver new software, service and support offerings to hundreds of new Geac customers throughout the region.

Both Geac's Anael Solutions division and EBC Informatique's software suites share a common technology platform, the widely adopted and popular IBM e-Server iSeries, formerly known as the IBM AS/400. With similar market segments and technology platforms, the iSeries unit of EBC Informatique and Geac's Anael business unit should integrate easily, enabling both companies to provide immediate new value to their existing customers. Anael has approximately 1,800 customer implementations, principally in France, and Geac believes to be well positioned to license the new software suite to an expanded customer base.

Further, on August 26, Geac announced it has entered into a definitive merger agreement to acquire Extensity, Inc. (Nasdaq: EXTN), an Emeryville, CA-based provider of Employee Relationship Management (ERM) solutions that automate employee-based financial processes, for an approximate price tag of $47 million. The acquisition, which follows a strategic alliance agreement signed by both companies in June of 2002, should immediately enhance Geac's suite of financial management solutions.

To date, Extensity has licensed more than 1,000,000 seats worldwide and possesses an impressive customer list (nearly 400) including, Cisco Systems, Chase J.P. Morgan, Merck, AstraZeneca and Office Depot. Moreover, the two companies already share several customers, including Alliance Capital Management and SUPERVALU, as well as a healthy prospect pipeline. Extensity has annualized revenue of $20 million, 175 employees, no debt and is expected to hold approximately $37 million in cash and cash equivalents at September 30, 2002, excluding transaction costs. Extensity's product suite targets a number of significant markets, including automated business travel and expense reporting, billable and payroll time capture, and procurement.

In a survey recently conducted by Geac, 73% of its customers reportedly responded that they would purchase additional applications from Geac if available. In particular, travel and expense management, and time capture applications were identified as products that would be of interest to customers. To that end, the Boards of Directors of both companies have received independent fairness opinions respecting the financial terms of the Extensity merger from third party financial institutions. BMO Nesbitt Burns provided the opinion to Geac, and Broadview International LLC advised Extensity, whereas CIBC World Markets also acted as financial advisor to Geac in connection with the transaction.

ZPC Mieszko

On August 8, Geac Enterprise Solutions (GES), a division of Geac Computer Corporation, announced that it has won a contract with ZPC Mieszko, one of Poland's leading manufacturers of sweets, biscuits and crackers. Mieszko has selected System21 Food, Geac's enterprise resource planning (ERP) solution designed specifically for the food industry, to help it effectively perform lot traceability and transport planning on over 50 dispatches made each day. The system, which should incorporate financials, distribution and manufacturing functional scope, is scheduled to be live by the end of 2002, and will be linked to an IBM iSeries server for 48 users within Mieszko.

The solution should also provide the company with highly pertinent quality management functionality including recipe and specification management, new product development, traceability and HACCP (Hazard Analysis of Critical Control Points) with both EDI and Internet connectivity. Capabilities of System21 not found in Mieszko's prior ERP implementations include transport planning, lot traceability for finished goods, semi-finished products and raw materials, and the ability to issue goods according to FIFO (First In First Out) inventory convention. Mieszko also looks forward to introducing eCommerce and CRM applications in the future.

System21 Food should assist Mieszko with the following food industry endemic processes, specifically in the areas of packaging and goods packaging demand planning:

* Perform lot traceability for finished goods, semi-finished products and raw materials

* Produce quick customer identification as to where goods were sold

* Identify raw materials for finished products

* Manage expiry date control

* Introduce more units of measure with conversion rates

* Dispatch goods according to date of receipts

* Introduce alternative technological production processes

* Increase the number of outputs from production process

Owing to the support for the above functional requirement, System21 Food has been acknowledged as one of the leading products in the food industry and has helped hundreds of organizations such as Dairy Crest, Hygrade Foods, Lindt & Sprungli and Freshbake Foods grow their businesses and benefit from the integration of Geac ERP solutions.

Ghim Li Holdings Co Pte Ltd

On July 31, Geac Enterprise Solutions announced it has signed a large contract in another System21 industry of focus apparel/garment with Ghim Li Holdings Co Pte Ltd, a major contract garment manufacturer of quality men's, ladies and children's wear, wanting to be better able to expand its operating efficiency and automate many of its existing business processes across geographical boundaries. Under terms of the agreement, Ghim Li's investment will include software licenses for Geac's System21 Style ERP solution - including financials, manufacturing and distribution - linked to a central IBM iSeries 820 based in the Singapore head office. In addition to ERP, Geac will be providing consultancy and will implement its solutions for production planning, product data management and business intelligence. The entire project is scheduled to be completed by July 2004.

Ghim Li manufactures on behalf of leading U.S. retailers, including Federated Department Stores who own world-renowned Macy's and Bloomingdale's, May department stores, Sears, Roebuck and Co., Target stores, Mervyn's and Wal-Mart, and specialty retailers Eddie Bauer, Charming Shoppes, and Foot Locker. Ghim Li has 13 manufacturing operations located in Singapore, Malaysia, Indonesia, Brunei, China, Fiji and Guatemala, and sales & marketing offices in Singapore, Hong Kong and Los Angeles.

The system is seen to support Ghim Li's move towards the centralization of finance, purchasing and production planning, with the result of soon being possible for Ghim Li's customers to have access to production and delivery status across the company's worldwide manufacturing operations. Ghim Li hopes to also soon reap financial benefits, since a centralized purchasing system should enable the company to source raw materials globally for all of its worldwide operations, and it might hereby be able to multiply its buying power rather than dilute it on a local basis, while the Geac financial system will provide consolidated accounting for the entire group's operations. This will be imperative for the company's future growth, which already has revenues of US$160 million and over 6,000 staff.

Although Ghim Li is centralizing many processes, users are set to see the benefits from local flexibility. The production-planning tool should allow users to extract product information from System21 and view all production requirements graphically on screen. The product data managementbased system can analyze the individual cost elements of manufacturing each part of the garment and in turn manage the Bill of Materials and Production Routes to encourage cost effective manufacture. Simple manipulation of production orders can then avoid any bottlenecks occurring and ensure capacity can be optimized across all production lines in real time. In this way Ghim Li can ensure customer demands can be met in conjunction with production efficiency.

New System21 Products

Tackling its third industry of focus, on August 21, Geac Enterprise Solutions announced three new System21 products designed to help automotive manufacturers cut costs by better managing internal and supplier-facing ERP data. Geac demonstrated these new products at Auto-Tech 2002, August 27-29, at The Cobo Conference Center in Detroit, MI. The new products are:

* System21 enCompass provides a universal Web-based user interface for launching System21 applications through a Web browser, thereby enabling users to navigate back end systems quickly and easily.

* Key Performance Indicator (KPI) FastPack provides an extensive overview of a company's System21 operational data, enabling users to analyze performance measurements and improve business processes where necessary.

* Vendor.connect is a supplier self-service application designed to support a collaborative relationship between System21 users and their suppliers, as it provides non-EDI capable suppliers with a secure, Web-based connection to their customers' requirements schedules, and supports both Advanced Shipping Notification (ASN) generation and Vendor Managed Inventory (VMI) relationships.

Project Aurora

The wins came on the heels of the July 25 encouraging announcement of further details of Project Aurora -- the code name for Geac's most significant investment in the System21 product in recent years. System21 is already well proven amongst its 1600 customers worldwide, and Aurora, set for global release early in the second quarter of 2003, should offer users an open, collaborative supply chain management (SCM) solution which will exploit the newest technologies, and provide users with access to all their business applications through a single web-based user interface.

Following many thousands of developer days Aurora is seen to present substantial benefits and reflect Geac's strategic commitment of late to place customer focus at the center of its activities. The web-based user portal will provide users - including remote, mobile and home workers - with easy access to business applications through an intuitive, customizable desktop, ensuring increased user productivity. Multi-national organizations with complex sourcing, supply chain and accounting issues, potentially distributed across various countries and legal entities, should all benefit from Aurora. It will include new function that enables companies to review and rationalize their production, inventory, distribution and accounting organizations across international boundaries. Customers who have already deployed early versions of this function to manage their international manufacturing and fulfillment operations, have reportedly experienced benefits from increased optimization of distributed inventories, and greatly reduced transaction overheads.

Aurora will also incorporate an update to the Geac System21 code from the traditional RPG to the modern Integrated Language Environment (ILE) code, supposedly providing a modular development language that will provide flexibility, ease of upgrade and speed not only for Geac's development but also for customers' internal IT departments. The modular nature of ILE, together with Geac's Java-based commerce.connect applications, creates an open ERP system, a foundation for full supply chain collaboration in local or global trading situations.

Geac's commerce.connect is a series of applications and infrastructure components designed to extend the use of System21 to suppliers, customers and mobile employees. Geac's commerce.platform further underpins commerce.connect by providing all the necessary security, workflow and integration capabilities typically required by companies operating in complex supply chains. commerce.connect includes a range of applications to improve the performance of individuals involved in critical business processes such as sales (direct sales force, call centers and customer self-service via the web) purchasing, vendor scheduling and after sales customer service.

AnswerLink

Furthermore, at the end of July, Geac announced the positive feedback from industry-leading customers, analyst groups and key influencers in the enterprise software market with regard to its AnswerLink solution, which reportedly delivers 24 x 7 x 365 Web-based self-service support to its enterprise customers, which represent nearly 50% of the Fortune 100 and span more than 95 countries worldwide. Industry and market leaders have reportedly acknowledged AnswerLink's ability to provide increasing levels of exceptional service and support to Global 2000 customers, Hitachi Automotive Products (USA), Inc., a subsidiary of Hitachi America, Ltd., being one such company that has benefited from Geac's proactive customer support philosophy. Hitachi Over the past four years, AnswerLink has been instrumental in helping the company transition through product upgrades and troubleshoot existing IT problems.

AnswerLink allows Geac users worldwide to run their core software efficiently and solve IT problems on their own, whenever and wherever they want. Specifically, AnswerLink enables E Series and M Series (host/mainframe based product lines), SmartStream (client/server product), and System21 (IBM iSeries server based product) users to look up documentation, post questions, search an extensive knowledgebase, download program fixes and service packs, and communicate with other Geac users through an easy-to-use browser interface. In 2001, AnswerLink helped address more than 59,000 cases, achieving a very high success rate in terms of case responsiveness and resolution.

AnswerLink is part of a larger suite of service and support offerings provided by Geac. Other solutions include AppCare (Geac's application management outsourcing solution), Customer Select, Professional Services Consulting and Education Services. All of these offerings are designed to help customers proactively seek and receive the help they need to maximize their mission-critical operational systems.

Financial Results

On June 25, Geac reported better than expected financial results for its fiscal year 2002. While the company's revenue continues to decline, it has returned to profitability and offers a modestly optimistic outlook for fiscal 2003. The results are merely attributable to various initiatives to restore profitability undertaken since a way back in 2000, including restructuring, divestitures and facility rationalization. Revenue for the year ended April 30, 2002, was Can$719.5 million, a 14% drop compared to Can$834.8 million in fiscal 2001. Excluding revenue attributable to the company's publishing software business, which was sold on August 9, 2001, and the hotel software business, which was sold on March 31, 2001, total revenue declined by Can$85.6 million, or 10.7%, from Can$799.7 million in fiscal 2001 to Can$714.1 million in fiscal 2002.

Fiscal 2002 net income from continuing operations, however, was Can$51.8 million, compared to a whopping net loss from continuing operations of Can$351.3 million last year (see Figure 1). Geac's balance sheet strengthened considerably during the quarter, as the company had approximately Can$115.7 million in cash at the end of April. About 74% (Can$534 million) of revenues derived from the GES division, with 57% of total revenues generated in the Americas, 35% in Europe, and 8% in Asia Pacific region.


SOURCE:
http://www.technologyevaluation.com/research/articles/geac-hopes-to-see-system21-shine-again-like-aurora-16753/

What's Holding Back Online Appointment Booking?

Introduction

Have you ever asked yourself why you can use the Internet to book a flight, a hotel room, or even a seat at the theatre, but if you need to make an appointment with your doctor, you have to do it by phone? Do you ever find yourself on a Sunday morning or Tuesday evening wanting to arrange a check-up, but having to wait until the doctor's office opening hours before you can make the call? And when you finally make the call, have you ever wished you had more time or options to help you make the right choice? Have you wondered how much easier making appointments could be if only we had access to a dedicated online scheduling system?

I first asked myself these questions years ago and have since asked the same questions to about a hundred doctors, hospital and clinic directors and call centre managers. And their answer is always the same: "Yes, it would be good to overcome these problems", which was often followed by "but it's complicated" or "it's still too early".

Having been involved in several successful patient relationship management (PRM) implementations over the last few years, I have discovered that by avoiding some simple mistakes, an appointment scheduling system can actually be significantly less complex than generally perceived within the health industry. And it is certainly not too early, by any means, to implement one.

With a little effort, any hospital, clinic, doctor's office, or individual doctor can save a considerable amount of its own and its patients' time, make its services easy to use, and reduce non-attendance significantly.

Above all, by allowing patients to book their own appointments online, a new channel of communication can be exploited by both the patient and doctor to better manage their relationship and help make patients feel more involved. Follow-up reminders can be sent out, for example, as well as other important notifications, and new areas of patient-doctor interaction can be explored.

Working side-by-side with several health establishments to analyse obstacles and find solutions, I have had the chance to interview dozens of health care experts and I have noticed that most of the objections to online appointment scheduling fall into two main categories: cultural barriers and technological barriers. As you might imagine, it is the cultural barriers which are always the biggest challenge. Once they are overcome, the right technological solution can always then be found.

If you are thinking about adopting an online appointment scheduling system, the following paragraphs will give you some useful tips to address both the real and the imagined problems.

Obstacle 1: Cultural Barriers

It 's too complex. We're too complex. They're not ready. We're not ready …

Cultural barriers are almost always the result of false myths and common misconceptions, which can often be hard to shake. A good way to confront them is to single them out and analyze them one by one, as follows:

1.

"Online Booking is too cold and impersonal."

An apparently widespread myth is that booking appointments over the Internet will lead to a dehumanization of health service and weaken the relationship between patient and doctor. Actually, Internet scheduling complements traditional methods of booking appointments by simply providing an additional way to perform the same tasks. Providing more choice cannot make a service worse, surely! Look at online banking. The important thing to realize is that with online appointment scheduling, we can still maintain the human element of our relationship with our doctor in the same way that we can still arrange a meeting with our bank manager while making online transfers. Our aim is to make the appointment as simple, efficient, and effective as possible, and in fact to enhance the relationship between patient and doctor, rather than to replace it.
2.

"Our patients don't know how to use Internet."

The number of Internet users worldwide has surpassed one billion and is increasing by 18% each year. In developed countries, Internet penetration has reached 50 percent, and in Asia, the Middle East, and Latin America the average penetration rate is around 20 percent and rapidly increasing. In short, it can be assumed that any health care provider can count among its patients a significant proportion of Internet users.
3.

"Most of our patients are elderly."

In many areas of health care, naturally most of the patients are elderly. In most developed countries, however, the percentage of elderly people that use the Internet ranges from 15 percent to 35 percent, and usership is always on the rise, with more and more elderly people learning to use the Internet to manage their free time.
4.

"Patients may not know how to decide what to book."

This is one objection in which there is some truth. There will always be appointments whose particular nature requires that they be scheduled and assigned over the phone or while the doctor is at the doctor's office or clinic. But we must remember that the Internet is a tool that complements, not replaces the traditional methods. I advise keeping the options simple for online booking, just as for other reservations. If I want to book a room at hotel in the centre of Rome, I can do so online, but if I want to have my breakfast served on the balcony of an apartment overlooking the Colosseum, it would probably be more sensible to use the phone.
5.

"Online booking is unreliable."

This is one of the most common fears about online booking, and also one of the most invalid: that bookings may not be registered correctly when done online, and that patients may feel less obliged to attend. In all the projects that I have followed, not once has there been any indication that traditional booking methods (by phone and at the doctor's office) are more reliable than online booking. On the contrary, online booking includes devices by which one can confirm and guarantee one's appointment, something inapplicable to telephone bookings. For example,

Controlled Access: For several clinics, during the first phase of implementation, we temporarily restricted the service to existing patients until the staff at the clinic had become accustomed to the new system. Restricting access in this way should only be considered a temporary measure, however, as it prevents the opportunity to attract new patients.

Password by text message: In order to make a first-time patient ‘s booking more trustable, other techniques can be used, such as acquiring the patient's mobile phone number as a prerequisite of registration and then sending the password only to that number.

Credit Card: In many countries, mainly in the private sector, it is common practice to request someone's credit card details in order to guarantee a booking. If the client misses the appointment, some or all of the corresponding cost is debited from the card.

Booking limitations: Another technique is to limit the number of online bookings that a patient can make, or restrict access by new patients to the last session of the day, thereby ensuring that if the patient does not show up, the doctor doesn't have to waste any time.

Reminders: One tool that has always proved useful to both doctor and patient is the text message or voicemail reminder, which will notify you of an impending appointment at whatever time you choose.

In all of these cases, my advice is to constantly monitor the daily percentage of missed appointments for each booking method used. The results will help you to improve reliability and accessibility.

Obstacle 2: Technological Barriers

In addition to cultural barriers, technology could be perceived as a limiting factor and therefore is often cited as excuse to delay or postpone patient scheduling innovation projects. The analysis of following statements should prove how false is this perception.

1.

"My software is not equipped for this, and development costs would be too high."

This objection held true until a few years ago. Even though the great majority of hospital IT systems still do not offer this opportunity , it is equally true that there are companies specializing in providing online scheduling systems as a service, payable generally on a monthly basis and calculated according to the number of bookable health care professionals there are.

When deciding between these services, I would advise choosing one that already has the tools needed to synchronize the service with your existing software.
2.

"I don't use an electronic diary or I don't have a web site"

Practically all of the companies providing online appointment services also provide an online electronic diary, and for those who need it, a basic web site. By searching "online agenda for health care" on Google, you will find providers with an online scheduling system connected to a medical agenda, and you can choose one that best meets your needs.

Conclusions

Online medical appointment scheduling is the ideal starting point for a PRM system. It allows you to reduce internal costs, increase client satisfaction, and develop a dynamic community of patients with whom to communicate and try out new services.

As we have seen, the objections which are responsible for hindering its progress in the marketplace are largely cultural and substantially unfounded. The technology is ready and available and the costs are affordable. What are we waiting for?

About Donatello Bianco

Donatello Bianco is an expert of online services that improve the relationship with clients and employees. In the last 15 years, as consultant, product manager, marketing director, master professor, and recently as entrepreneur he met thousands of professionals working for hundreds of organizations in more than 20 countries, exchanging ideas and collecting experiences. He spent his last 5 years focusing his research on new online services for patients. At the moment he is co-founder and CEO of tuOtempO, a patient relationship management company, and is an e-health consultant, and a customer relationship management (CRM) professor for the Stogea Master at Bologna.

SOURCE:
http://www.technologyevaluation.com/research/articles/what-s-holding-back-online-appointment-booking-19504/

Atrion User Conference Highlights Need for Regulatory Compliance in PLM

Event Summary

The Atrion International User Group met in Montreal, Quebec (Canada) in the fall of 2004 to discuss ways to improve regulatory compliance for their respective companies. Atrion International is a leading provider of material compliance software and data to global manufacturers. It focuses on helping companies maximize regulatory compliance while minimizing costs. The conference was an excellent event for professionals with a common interest in better managing regulatory compliance to learn from each other and share ideas. The conference highlighted Atrion executives discussing the vision and strategy for Atrion to be recognized as the world leader in regulatory components of product lifecycle management (PLM). During the conference, customers shared their company successes using Atrion software and discussed important news relating to product compliance. The conference also highlighted topics from outside speakers, including a review of the Globally Harmonized Systems (GHS) initiative by an expert in international hazardous communication regulations, Paul Brigandi. Overall, the conference was well attended and well received by Atrion customers.

The conference provided an excellent opportunity to focus on the need for regulatory compliance as a critical component of a manufacturer's PLM Program. For more information about defining a PLM Program to achieve the strategic value of PLM, please see The PLM Program: An Incremental Approach to the Strategic Value of PLM. To accomplish its vision of helping companies increase regulatory compliance within PLM, Atrion presented its plans to provide a global regulatory compliance platform. This platform includes content, rules, and software applications based on their current Intelligent Authoring solution and supported by a worldwide group of regulatory experts. The solution includes not only the applications, but also the critical regulatory data that companies must access in order to communicate potential hazards of dangerous materials—both internally to their company and externally to the supply chain.

Renewed Regulatory Emphasis

Atrion's focus on regulatory management within the PLM context parallels a general industrial trend towards better management of global regulatory requirements and environmental impact. Many regulatory bodies have taken a renewed focus on product compliance. The requirements will vary impacts by industry, of course, as do many PLM requirements (for more information see PLM is an Industry Affair—Or Is It?) and by company. Automotive companies, for example, must address new requirements of the Transportation Recall Enhancement Accountability and Documentation Act(TREAD) in the United States. Electronics and high-tech companies must meet new needs introduced in the European Union in the Waste of Electronic and Electrical Equipment (WEEE). The chemical industry, and companies that rely on chemicals within their plants, have a host of new regulations to address including Restrictions on Hazardous Substance (ROHS) and others.

The chemical industry faces particular scrutiny from a regulatory perspective. At Atrion's user conference, for example, companies discussed the impacts of ECLIPS (European Classification and Labeling Inspections of Preparations, including Safety Data Sheets), REACH (Registration, Evaluation and Authorization of Chemicals), SCALE (Science, Children, Awareness, Legislation and Evaluation), and GHS (Global Harmonized System for the Classification and Labeling of Chemicals). Atrion customer, Judith Dobbs, global product EHS manager for Huntsman, leveraged her thirty years of EH&S experience to highlight the challenges of multiple regulatory agencies with differing regulations and lists of chemicals considered dangerous. She pointed out that companies need to take into account regulations at the regional level (European Union), national level (Canada, US, China, Australia, Japan), and at more local levels such as federal, state, and local regulations. To give an idea of the scope of the regulatory challenge, Atrion currently tracks over 500 regulatory documents (acts, laws, Code of Federal Regulations, regulations, directives, etc.) that are currently in effect. Increased regulation makes this more costly, which is why many companies have decided to utilize a service like Atrion instead of—or in addition to—tracking the regulations internally.

Regulatory Compliance in a Global Economy

Globalization also makes regulatory compliance more difficult. Not only do the number of regulations increase based on geography, global business requires increasing communication to the people that come in contact with the product in the supply chain. To be effective, this communication must be in local language. Atrion, for example, supports regulatory documentation in thirty-seven different languages. In response to a question from the audience, one speaker commented that while some companies are standardizing on a set of core, common languages in certain aspects of their business, regulatory and compliance professionals are in the business of "hazards communication". The speaker gave an example that if the person on a loading dock does not understand what to do with a spill because of a language barrier, compliance communication fails in its key requirement—to ensure safety of the people and the environment.

Regulatory Compliance in PLM

In parallel with the renewed focus on regulatory compliance, the manufacturing industry is also placing a renewed emphasis on product lifecycle management (PLM). The value that PLM initiatives provide to manufacturers comes in many forms, including faster introduction of products; reduced product cost; increased product sales; higher product quality; reduced waste; and more valuable product portfolios. These are some of the more positive aspects of PLM that people like to talk about. One area that doesn't get as much attention is compliance. Regulatory compliance, while nobody would dispute the critical need for it, is not as exciting or enjoyable to discuss. The problem with leaving compliance unspoken is that a significant amount of the value associated with PLM is dependant on addressing compliance in a cost-effective manner. In fact, all of the benefits of PLM could be quickly erased by significant, non-compliance events that impact the company through fines, penalties, negative publicity or prohibition to sell a new product in key markets. Compliance risk may not be a glamorous topic, but it is critical to the development and sale of profitable products and responsible, sustainable, corporate profitability. Compliance has become strategic, and is an important part of PLM.

Regulatory Compliance for Product Profitability

Regulatory compliance is critical to attaining—and protecting—product profitability. Focusing on regulatory and compliance concerns early in the product life cycle can prevent costly mistakes and non-compliance issues. Regulatory compliance problems can appear during different times in the product life cycle. The conference highlighted the impact of noncompliance found during the design phase, production, logistics or at customer site. Not surprisingly, the cost and impact of the problem increases dramatically depending on when the problem is found. An ingredient that is identified during formulation as a controlled material in a target geography may be easily designed out of the product. If found in production, the options for remediation may be more limited. Several customers identified issues that were identified during logistics, such as products that unexpectedly required additional packaging or needed to be shipped by more expensive means for compliance reasons. Finally, compliance problems found at customer sites require not only remediation, but can also cause customer satisfaction problems and potentially regulatory fines.

Value to Time to Market

Throughout the product lifecycle companies must ensure that they remain in compliance with governmental regulations and internal corporate guidelines. Without a compliance strategy, the PLM value proposition is at risk. For example, companies have recognized the strategic value that getting products to market faster can offer. Accelerated time to market is a frequent goal that companies look for from better management of products, and companies have invested in compressing product development cycle times, supply chain efficiencies, more effective product commercialization, and other methods to make their products available before their competition can react. Compliance is critical to time to market. If compliance is not designed into the product from the very beginning, precious time can be consumed redesigning or reformulating the product to address compliance. A common scenario for redesign occurs when expanding a product to a new market. Regulations can vary significantly based on where the product is being sold, based on different regulatory bodies and jurisdictions. If a designer develops a product without visibility to its eventual markets, restricted materials may be included in the product and force significant design rework. These design flaws, if they are not caught early in the process, can cost companies significantly in time to market.

Value to Cost Reduction

Minimizing the cost of a formulation or design is another key benefit sought from PLM initiatives. By actively managing both internal and supply chain costs in the product design phase, companies have been able to significantly reduce the cost of their products. This reduced cost provides benefits in increased margins or increased competitive pricing if the savings are passed along to the customers. Again, compliance is critical to achieving the benefits. If product designs are developed that violate regulatory rules, the product may have to be modified to comply after it has been released to the market. Alternatively, the design may result in significant additional cost to ensure compliance in the form of additional pollution control equipment during manufacturing, protective packaging, rigid storage requirements, and specialized waste disposal. Once a product is released and in use by customers, the degree of flexibility that the designer has to make changes is drastically reduced. The sooner that compliance issues are addressed, the more options the designer can tap to keep product costs optimal. As time runs out, so do options, and the cost goes up. These costs are not limited to ingredient or component costs. Increased handling, transportation, manufacturing and regulatory fines are other areas of cost that can quickly erase the value that least cost designs can provide.

Value to Product Portfolios

A final example of additional value of is improved value of product portfolios. By increasing the level of innovation within a company, and bringing more differentiated products to market, companies can increase their value through improved products on the market. Improved products increase sales and should lead to increased company valuations. But what value does a reputation for leading and innovative products stand against an environmental or regulatory public relations crisis? In the same way that the net present value of a new product idea is discounted by risk factors, perhaps company valuations should be discounted based on regulatory risk.

In a more positive discussion on portfolio value, a speaker from Ecolab discussed the value of Corporate Social Responsibility (CSR). Bill Phillips, director environmental health and safety compliance and corporate toxicologist for Ecolab, discussed the direct financial benefits of providing environmentally preferable products. So-called "green" products have provided increased sales to the government based on legislation requiring US government agencies to prefer the purchase of products that are friendlier to the environment. This buying trend has also spilled over into the private sector—including hotel chains, cruise lines, caterers, and others—furthering the sales advantage of "green" products.

Impact of Non-compliance on PLM Value

For most of the proven value that an effective PLM program generates, there is risk from non-compliance that can negate the benefits of PLM as seen in the table below. While the benefit and the potential risks are not always clearly related, the comparison of value to potential downfall serves the purpose of highlighting the need for regulatory compliance within a PLM strategy. Companies that invest in PLM and ignore compliance issues may be getting their product development house in order, but it may turn out to be a house of cards if there is not a solid foundation that minimizes the risk of non-complianc

SOURCE:
http://www.technologyevaluation.com/research/articles/atrion-user-conference-highlights-need-for-regulatory-compliance-in-plm-17609/

Advancing the Art of Pricing with Science

Though companies recognize the need for a better way to manage their pricing strategies, many continue to lose money by using archaic pricing methods. But there is a new approach beginning to surface in the market of price management. Science-based software can be leveraged to help companies create more accurate and complete pricing strategies in order to meet their margins. To learn more, please see Know Thy Market Segment's Price Response.

In 2005, Zilliant, an Austin, Texas (US)-based provider of data-driven, strategic pricing applications, and the Institute for International Research (IIR) released the results of a survey that showed strategic pricing was gaining in priority among some US businesses. The PriceX Conference poll surveyed nearly seventy businesspeople responsible for making pricing decisions at their respective companies.

Despite this finding, adoption of strategic, science-based pricing and associated technologies is relatively minor in industries other than airlines, hotels, and retailers. These industries practice a form of science-based pricing called yield management. Yield management, also known as revenue management, was invented three decades ago; its goal is to fill as many seats and rooms as possible while charging the highest prices the market can bear. Since then, these industries have adopted sophisticated software programs to predict demand and to set prices, resulting in as many different price points per flight as passengers, or per room as guests.

Armed with a wealth of customer data, programmers then developed formulas that could manipulate prices up or down depending on existing sales, the likelihood of last-minute purchases, and other variables ranging from weather forecasts to competitors' prices. The underlying logic was that airplane seats and hotel rooms are worthless if unused, and selling them even at a loss meant gaining some revenue.

Given that "computer power" is much more affordable these days, user enterprises can harness statistical science to analyze transactions and other customer data to more accurately explore the cause-and-effect relationship between prices and purchase decisions. The idea here is to be able to discern customers' "willingness to pay," and set "take-it-or-leave it" prices where companies will make the maximum revenue.

Using mathematical formulas and massive databases of sales records, companies can forecast their sales plans, and test pricing and demand elasticity under various discount or package scenarios before trying them in the market. Layering in data from other customer interactions can help companies set prices, schedule markdowns, and identify top performing buyers with more sophistication than ever before. Companies can also set prices based on the value consumers derive from specific products, or even plan different discounting and pricing strategies based on anticipated customer behavior.

Again, as indicated earlier on (see Know Thy Market Segment's Price Response), business-to-business (B2B) pricing environments are different in that pricing is opaque and largely discretionary. Now that technologies have been brought to market that address these dynamics, B2B companies are getting on board too.

Nevertheless, according to Zilliant, although pricing is generally accepted as a core business practice, the process most B2B companies go through in determining a price is often archaic and arbitrary. Some businesses simply take the cost of a product and add margin on top of that price, while others simply match or better their competitor's offering. Another common practice is the so-called "out of thin air" (OTA) or "sucking (knowledge) out of my thumb" method; in other words—guessing. According to the above mentioned PriceX survey, 56 percent of companies polled have some sort of pricing strategy in place, while only 44 percent have a dedicated pricing department or an individual with pricing responsibility.

Other key trends uncovered in the survey included that 35 percent of companies consider pricing to be a top priority, yet 61 percent of companies use Excel spreadsheets to determine price (rather than specialized pricing applications from a vendor). Data cleansing was cited as the main obstacle to improving pricing policies, followed by ineffective customer segmentation.

In a somewhat older survey (taken a few years ago) by the Professional Pricing Society of its members, 30 percent of respondents said they priced new products by mirroring their nearest competitors' prices, and another 22 percent set prices for new products based on recovery of costs and to tack on a profit. Only 18 percent revealed that they performed some sort of customer research to determine the value of the product or service to potential customers. And when it comes to the Internet pricing, 40 percent said they simply mimic the pricing of their off-line sales channels, and 28 percent responded that they do not have an Internet strategy at all.

In other words, most businesses lack a detailed understanding of their market segments' responses to prices and deal terms. They rely solely on undifferentiated discount policies and sales team discretion to structure all types of deals, from quotes to orders, agreements to contracts. As a result, some deals go through with overly generous terms, while others are lost due to gross pricing misalignment.

These harmful practices continue to take place despite some pricing pundits "shouting blue murder" (protesting) about the ingrained, casual thinking that pervades the global economy regarding pricing. Both consumers and businesspeople erroneously assume that price has everything to do with cost. Yet, while any company has to know the cost of a product, it is only so that it can understand the profitability implications of the price, not for the purpose of setting the price. The value (benefit per unit price) is in the eye of the customer and depends on the circumstances surrounding the deal. Another faulty practice is the assumption that when a company is in a competitive situation and prices drop, the company must match the price-drop. Also, executives who are devoted to using data and analytics in all kinds of other functional areas still think it is entirely acceptable to set prices based on "history," "experience," or "instinct."

Gauging Market Response to Price

One of the secrets to excellence in pricing is in obtaining accurate measures or estimates of what effects pricing outcomes, and to what extent these "deal circumstances" allow for price differentiation. One well-understood method in business-to-consumer (B2C) industries is to survey customers and ask them to rank alternative offers, including alternatives of different prices. While this type of investigation (conjoint analysis) has been used with success in marketing research, it is expensive and time-consuming to design and undertake surveys. Also, because of the time and expense, results from such analyses may become out-of-date very quickly.

A variation of this approach that may be of some use in B2B markets is to survey experienced sales people and probe their judgment about customer response to alternative prices. This approach is severely limited by the knowledge that the salespeople have and by the subjective biases reflected in their perceptions.

Another method to obtaining accurate measures of market price response is the controlled experiment. In controlled experiments, price offers are varied systematically, and outcomes are recorded. The process of executing such experiments is referred to as price testing. While not as widely used, this method has provided a means to directly measure price responsiveness in some B2C, e-commerce applications. Another case in which price testing might be an effective way to obtain measures of price responsiveness occurs in businesses that have relatively static prices. For example, in industrial markets, catalogues and price lists are updated semiannually. In these markets, the natural data may exhibit variations in purchase behavior, but if there is little or no variation in the offered prices, it is impossible to infer any relationship between price and purchase behavior.

Another case arises in businesses that may have widely varying prices, such as wholesale distributors and manufacturers whose sales representatives have latitude to negotiate prices with their customers. These are situations in which statistical methods are believed to generally work well. The method uses statistical techniques (generally regression models) to analyze actual sales or offer transactions to obtain estimates of price response across segments, and price elasticity within them. These methods are widely employed and, if well designed and executed, can be successful at extracting measures of price responsiveness from other factors that influence customers' purchase behaviors.

One may refer to the use of these methods as relying on "natural" data. That is, empirical data that is pertinent to the normal business processes of marketing, pricing, and sales. These methods are especially appealing because they make use of existing data, and therefore can be undertaken relatively quickly. However, the difficulty that arises here is what statisticians refer to as endogeneity, which describes the condition in which the values of the predictor—price, in this case—are not independent of the process that one wishes to measure. Namely, sales representatives who decide what price to offer to their customers may often have some idea (wrong or not) as to how the customer is likely to respond. Salespeople will have the tendency to offer higher prices to the customers most likely to purchase, and lower prices to customers less likely to purchase.

Also known by the terms price management, price optimization, or revenue management, this emerging discipline has recently found a loyal following among consumer goods retailers that have tapped into large repositories of point-of-sale (POS) data to refine their pricing models (see Point of Sale: To Stand Alone or Not?). For more information on the scope of retail management systems, see Retail Systems: A Primer and Retail Market Dynamics for Software Vendors.

As detailed in The Case for Pricing Management, pricing is a complex process in general. This is particularly true in retail, where a thorough understanding of the numerous interdependent variables that drive demand, such as seasonality, price elasticity, cross-elasticity between items, and inventory presentation, are critical to making profitable pricing decisions.

The Pricing State of Affairs of B2B Manufacturers and Distributors

The focus here is to discern the degree to which this science-based approach to measuring price response, and aligning prices to market based on this insight, is spreading into B2B product and service industries. Companies are seeking the perfect price to maximize unit sales, price-per-sale, and ultimately, profits. Of all B2B verticals, manufacturers and wholesale distributors are the two that have warmed up the most to the idea of data-driven pricing management.

On the one hand, the world of a B2B manufacturer is dynamic and complex, since a proliferation of customer relationships, products, promotions, and channels exacerbates the inherent complexity of pricing processes and data. Unable to fully address this complexity with generic policies, strategic pricing decisions are largely discretionary, which leads to oversized discounts and unprofitable, off-invoice terms.

Likewise, massive product portfolios and transaction volumes also complicate distributors' efforts to identify and cultivate profitable relationships and deals. Manufacturing and distribution companies participate in complex markets, managing dozens of thousands of products and customers, and often millions of transactions each year. Each single transaction produces a tremendous volume of customer data. As customers continue to buy in smarter ways (even by using procurement software to cherry-pick and drive their buying decisions), uneducated "meet competition" discounts, rebates, and other concessions erode already thin margins. The "pedestrian" (standard) tools of price lists, e-mails, and spreadsheets are too inadequate to hold up during negotiations for distributors' sellers.

Last but not least, pricing industrial services is also complex because it must factor in asset availability, use, and customized offerings. Most service providers lack the tools needed to fully incorporate these variables into their pricing strategies, and consequently cannot capture the full value of their services.

These diversified B2B environments typically have extensive product portfolios and sizable customer bases. After taking into account all price-related variables (for example, costs, contracts, discounts, volume agreements, customizations, shipping, etc.), the total number of unique prices in the market at any one time can easily exceed 100,000. With so many products, exceptions, and changes over time, it is no wonder that such companies' price points and margins vary widely across their businesses. In fact, some B2B manufacturers and distributors struggle by merely calculating prices that are "correct" (that is, prices that are in accordance with their numerous price lists, policies, and contracts), let alone differentiating prices to maximize margins and overall profits.

Aggravating the situation is the fact that even after such a B2B setup aggregates all available data from disparate transactional systems, quantity and quality can still be a challenge. Many products are "slow moving," producing sparse transactional history, and most companies do not track quotes that do not become orders, albeit this loss data (quoted prices that were rejected) is valuable for determining price sensitivity. Most B2B companies do not have this data because price quotes are revised in the same document or customer relationship management (CRM) opportunity, overwriting previous offers.

Since an academic approach to optimization called market response modeling (MRM) requires data on losses and wins, some pricing optimization vendors had to come up with a proprietary way to produce recommendations based on "win-only" data. MRM is an approach that uses modeling techniques to predict market or segment trends, or reactions to pricing movements.

On a positive side, B2B manufacturers and distributors' broad product lines, numerous customers, and discretionary, negotiated sales models combine to create business environments that are conducive to science-guided approaches to differentiate pricing. Again, pricing science is a combination of statistical and algorithmic methods that synthesize price recommendations from historical pricing and marketing data. Data-driven customer segmentation and optimization models can recommend prices that are much more profitable than those currently in market. This pricing science can be applied through analytical and execution applications, enabling smarter decisions and better execution across all business functions related to pricing. The scientific foundation of price differentiation is the segmenting of customers and deals by price sensitivity, and using each price segment's unique sensitivity to set prices on future deals.

This is the part two of the series Know Thy Market Segment's Price Response. In the next part of this series, the process and steps involved in price segmentation will be outlined and reviewed in detail.

SOURCE:
http://www.technologyevaluation.com/research/articles/advancing-the-art-of-pricing-with-science-19549/