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31 March 2011

31 March 2011. Ontology Summit 2011 Track 3 Value Metrics & Value Models Synthesis Rex Brooks Starbourne Communications Todd Schneider Raytheon. Value Models & Metrics. Value Models – What’s important to the stakeholders Metrics - Value Measuring Methodologies

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31 March 2011

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  1. 31 March 2011 Ontology Summit 2011Track 3Value Metrics & Value ModelsSynthesisRex BrooksStarbourne Communications Todd SchneiderRaytheon

  2. Value Models & Metrics • Value Models – What’s important to the stakeholders • Metrics - Value Measuring Methodologies • How are these Measurements Made? • What do these Measurements Mean? • Models: Formal ROI & Beyond • Do our Quantitative Metrics Make the Tangible Clear? • How do we Model the Qualitative Intangibles? • The Value Proposition: What’s the Benefit? • Do our Models Fit Stakeholders Wants/Needs? • Do our Metrics Focus on the Value Proposition?

  3. Value Models • Derived from Case Studies • Business Efficiency • Collaborative Operations • Business Agility • Interoperable Business Services allowing new products and services • Actionable Business Intelligence • Operational Efficiency • Improved search & discovery • Quicker, more precise responses • Customer Satisfaction (internal & external) • Reduce CRM costs • IT Efficiency • More agile and complex workflows

  4. Value Metrics Varied by case study • Business Efficiency • What cross cutting or business wide operations were changed • What was changed that saves time or improves performance • Business Agility • What changed to provide agility • Operational Efficiency • What operations were changed • What was changed that saves time or improves products • Customer Satisfaction • How was customer frustration reduced • IT Efficiency • What services were made more effective (e.g., QoS improvements) • More operations were improved

  5. Synthesis Process • Based on synthesis of case studies • OAF Category Assigned • Success Metrics Identified • Value Model Identified

  6. CRM for Telecoms • OAF Category – Semantic Augmentation • Success Metrics • Eliminates system and agent diagnosis time • Provides consistent and efficient call handling • Increases agent and customer satisfaction • Anticipated benefits based on 100K actual accounts assessment: • AHT reduction of 10-15 • Synthesis • Value Model • Operational Efficiency • Customer Satisfaction • Metrics • Reduced agent response times • Reduced customer interaction times • Response consistency

  7. Mass Customization of Vehicles • OAF Category – Decision Support • Success Metrics • Ontology allows quick and reliable specification of new variations • Rules are specified in terms of the Ontology (incl. features and attributes) • Changes in Ontology and Changes in Rules can take effect immediately (or at designated times and plants) • Allows flexible change in suppliers and parts • New models and variations reuse previously proven engineering work • Synthesis • Value Model • Business Agility • Operational Efficiency • Metrics • Reduced response times • Response reliability • Time to implement changes

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