Brainwaves |
Summer 2011 |
Brainwaves, the official e-Journal of the Business Performance Innovation (BPI) Network, is distributed quarterly to BPI Network members, content requestors and e-newsletter subscribers. Our objectives for Brainwaves are to provide relevant information, stimulate new ideas and help improve your decision-making regarding business performance management initiatives, strategies and execution.
I am eavesdropping.But I do it in the name of writing this note for Brainwaves. And to be fair to myself, I am in the airport, so I think we can all agree that loud conversations in airports are BEGGING to be overheard!
The debate raging at Gate 19 revolves around Steve Jobs’ recent announcement that he will be stepping down as the CEO of Apple. Those on the right of the aisle argue that Jobs was not just the “soul” of the Apple brand, but the catalyst or lightening rod of true innovation. Those on the left of the boarding lane believe that Jobs set the cultural barometer for Apple to breed an environment where even the most simple idea can be crafted into industry-shaking innovation.
As the discussion descends into an active debate of what kind of tyrant Jobs may or may not have been, the bigger question that lingers in the air is whether or not Apple’s culture of innovation can withstand the public perception that Steve Jobs equaled Apple. The next innovation by Apple will likely be one of the most scrutinized pieces of technology ever released. But regardless of its success, the new product will really represent the company’s resolve to continue innovating.
In Fiasal Hoque’s article “Tomorrow Is Today! A New World Ecology Is Underway,” featured in this edition, he states that “the imperative to innovate could not be greater” thanks to today’s ever expanding, fast, global economy. He goes on to say that “transformation is driven by an acknowledged need to grow and change, followed by thinking differently about the old ways and means.”
We are swimming in potential innovation, and as Hoque points out, we are also constantly surrounded by transformation. It is unavoidable, but it can be overlooked or unappreciated. The challenge will be where to start applying that innovation or embracing that transformation to impact positive growth and change in the enterprise.
Enjoy!
Liz Miller
VP, Operations
BPI Network
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Tomorrow Is Today! A New World Ecology Is Underway
By Faisal Hoque, Founder & CEO, BTM Corporation
Tomorrow is today. If you or your company are waiting for “things to get better,” you’re missing the point: It’s up to you to make things better now. A New World Ecology is underway, and you must to be a part of it.
The basis for moving forward is understanding we live in a globally interconnected economic, business and social environment. As we move further into the 21st century, new technologies are changing these fundamental relationships at an ever-accelerating pace. Cross-cultural boundaries are diminishing. The marketplace is growing ever more intense and demanding. Clearly, the imperative to innovate could not be greater.
These goals are not simply possible. They are inevitable. They are achievable when viewed from a fresh perspective, as an act of transformation: a proactive process for an individual or institution, regardless of purpose or mission, which begins with a passionate need to effect significant change in both the internal and external environments. We don’t make progress in this world by doing the same things we’ve always done and expecting different results. Put another way, the 20th-century economic, business, social models simply aren’t working efficiently any longer.
Transformation is driven by an acknowledged need to grow and change, followed by thinking differently about the old ways and means. It is one of the steps to becoming a successful 21st century enterprise. It can be modeled, documented and implemented as a total game-changing process. The steps in the transformation process are as follows:

- Human nature is driven by wants and/or needs
- We develop strategies to evolve tactics to turn those wants and needs into goals
- With tactics in place, we can formulate a plan, or call to action to achieve the goals
- The plan, or call to action, involves setting personal or business objectives and determining the most appropriate technologies with which to implement them
- When the business objectives are combined successfully with the appropriate technologies, the result is convergence, the seamless merging of both to attain goals
- Convergence makes it possible to gain access to enabling technologies, essential in the process of satisfying the wants or needs
- Transformation occurs when the individual or enterprise has successfully embarked upon on the new course to achieve its goals
- Change, innovation, and sustainability, the most sought-after attributes for the individual or the enterprise, have now been unleashed and are powerful tools for bringing goals to fruition.
Those completing this process are now positioned not just to survive, but to progress and thrive. The process is repeatable — in fact it loops — continually transforming actions through the use of powerful enabling technologies into creative, innovative, and sustainable goals and outcomes.
Technology proliferates at a tremendous rate, leveling playing fields in business, politics, medicine, and nearly every endeavor it touches. It may be a smartphone app, solar and wind energy, hybrid and electric autos, social media, cloud computing, or an innovative new Web 2.0 app. Here are a few examples:
- Borders, once considered a competitor in the retail book market, recently went bankrupt – not only in cash but innovation. Borders failed to take charge of its Internet presence and annoyed customers with long lines and high prices. It lost the in-store Starbucks franchise to Barnes & Noble. It didn’t enter the market for e-readers. In short, Borders never changed, and for that it paid the ultimate price.
- KickStart sells an irrigation pump to African farmers which lifts water uphill into fields. It has enabled them to increase their yield and their income tenfold, from $110 to $1,100 a year.
- The cell phone, Twitter, YouTube, Facebook, and Twitpic were used by Egyptian citizens to assemble in Tahrir, or “Liberation,” Square to demand the resignation of President Hosni Mubarek. Over a million people rallied, and Mubarek stepped down.
- Howard Schultz, CEO of Starbucks, found an unintended consequence of transforming his company in 2008: instant coffee. At first poo-poohed, Schultz learned the market was $20 billion and so brought Via to market to compete against old, tasteless offerings. In its first year, it sold $180 billion and became fifth most popular.
The success for an enterprise is often driven by its ability to recognize significant challenges and immediately identify the strategic imperatives necessary to address them. While nothing new, accomplishing such goals in today’s global climate requires new organizational structures, creating and sharing new kinds of business knowledge, understanding and applying emerging socio-economic models, and developing repeatable, reusable transformational processes.
We can no longer think of ourselves simply as a unique, branded, steel-and-glass tower of commerce, but rather as one member of a community of myriad, pixellated, overlapping, massified groups. We can no longer focus just on short-term goals and quarterly profits. Our efforts must entail adding value to the greater good of the world. In order to succeed, each of us — individual and enterprise alike — must learn how to solve ever-changing, complex business and social problems. We must come up with new ideas for the process of creativity, innovation, and sustainability, not just for the benefit of ourselves or our enterprise, but for business partners, customers, and the ever-growing global social groups in which we interact.
Transformative events of all kinds are occurring hundreds, thousands, of times a day across the world. The application of an appropriate technology jumpstarts transformation, opening the portal to creative and innovative uses of enabling technologies. Convergence, transformation, and enabling technologies in an endless loop sustain ever more creativity and innovation. When mandated by leadership behavior and coupled to collaborative and functional processes, an enterprise can use this transformation model to better position itself to take advantage of today’s — and tomorrow’s — opportunities.

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Robert Kamper is Senior Executive Vice President of Marketing Operations at Deutsche Telekom AG, he is responsible for the cost management of the division, the CMO's operating office, and all operational topics within marketing. Previously, he acted as Chief of Staff for the CMO and worked within the Marketing Coordination & Steering department of Europe's biggest Internet Service Provider, T-Online, where he was responsible for Group wide online marketing projects and cooperations.
What is the background and evolution of Deutsche Telekom's business strategy?
Our business model is primarily driven by our executives. We have our mobile arm and our fixed arm of Deutsche Telekom and I believe that there is a shift towards hardware services and application waves. There are new players entering the market like Google T.V., Apple T.V. and so forth. So as a former incumbent, we have to create a differentiation of our products and develop the strategy of connected life. For instance, Microsoft also had a connected life strategy or platform strategy and Telekom Deutsche has developed a strategy of connected life to provide a product portfolio that complements our access portfolio by offering unique services like new fields of entertainment. We are creating new communications suites and home management devices to create new markets, and to move from a mass market product business model to a more focused key segment-oriented business model – like smart metering or payment and cost businesses. The real question is how to expand the core. I think our business priority is to really develop new products and services to enhance our connected life strategy.
What is the biggest influence upon subscriber complexity for Deutsche?
The biggest contributor to subscriber complexity is the requirement to address opportunities and needs of various market segments. It’s driven by the shift from access business which was our unique standing proposition for years, the fixed line business to service and application offerings with diverse customer needs. There is really a shift into subscriber complexity, and really, a shift in the needs of our new target groups. The second reason for increased subscriber complexity is the growing convergence and diversity of our own services and offerings. Since conversions by our customers, it’s only on the level of services and not on pure access launch; we have to create convergence products because demand is really high for these offerings.
How is Deutsche embracing digital marketing channels, tools and technologies to further effectiveness?
In terms of greater insight and intelligence into our subscribers there’s CRM and marketing strategy to consider. I think customers have more and more choices in today’s communications markets due to the different operator product features and the price wars that are going on. Insight intelligence into the subscriber base such as socioeconomic data and knowledge about communication preferences allows us and the service providers to address our subscribers effectively by considering specific customer needs, and by addressing them with customized products and promotions. We have good insight into our data warehouses to determine which product is best for this specific client. And a further step is to consider regional differences. It would be possible to offer special products and regional pricing in particular regions of a country.
The German telecommunications market is affected by a decreasing number of new broadband customers due to market saturation, so this is really going to be a win-back market. Retention and CRM is really getting important for retention of our customer base. And the voice in the broadband market is influenced by pressure on prices, and as I stated before, users want entertainment, information and communication.
When it comes to challenges and opportunities for future growth, what is the next big thing for the Telecom Industry?
I think subscriber complexity for the telecom operators is going to be a big thing, because customer needs are constantly changing, so you really have to adapt your marketing strategy every year. You have to review your segmentations. Do you have the right target groups? Going forward, I think this is going to be really a big thing for our industry, but if we really have a good market theme for our customers, we reduce complexity. I think for our customers we have to reduce complexity and create really easy-to-use products. But for the companies and for the employees and management, it’s really a big challenge to create or to reduce complexity for our customers because it’s not that easy. Customers are becoming more and more demanding of self-distributed content on social media and so forth. It’s going to be a challenge.
We have several management information systems in place. We have several data management reports and analysis, so I think it’s going to be straightforward. I don’t think that we have a challenge about data in our industry. I think we have a challenge in meeting the customers’ needs. The next big thing is going to be really one-stop shopping converged product before you.
Excerpts provided from CMO Council’s Report, Making Sense of Subscriber Complexity, http://cmocouncil.org/cat_details.php?fid=206
Can Management Science Unlock the Corporate Genome?
By: Cedric Tyler, CEO of BusinessGenetics, Inc.
No doubt we have all heard that a chimpanzee’s genetic makeup differs to humans by a factor of some small percentage. According to lead researcher Morris Goodman, at Wayne State University, Detroit, “…99.4% of the most critical DNA sites are identical in human and chimp genes”. Yet clearly there are significant differences between the two species.
Can management science unlock the corporate genome?
By: Cedric Tyler, CEO of BusinessGenetics, Inc.

2nd Annual Business Performance Summit 2011 is the must-attend summit focusing on the latest corporate improvement tools and strategies, including lean, six sigma and kaizen, and how they influence organisational operations. The Summit will also showcase how the concept of People Management and Performance Measurement and Management enable companies to enhance their organisational competitiveness by minimizing costs, raising efficiency resulting in increased profitability.
Join this year’s summit on September 12-13, 2011, at the Maritim proArte Hotel in Berlin, Germany, to listen to keynote speakers such as Neil Morris, Head of Strategic Planning, Yorkshire Building Society, and Peter Stoppelenburg, Director High Performance Organization, Essent. Visit www.performance-summit.com for programme updates and to register online.

WCBF’s 5th Annual Global Lean, Six Sigma and Business Improvement Summit & Industry Awards
Date: October 18 - 21, 2011
Location: Disney's Grand Floridian Resort & Spa, Orlando, FL
WCBF’s unique 4-day convention is THE cutting edge event for the future of Lean, Six Sigma and Business Improvement.
GeoBranding Caucus at the 2011 Rugby World Cup
Date: October 19, 2011
Location: The Cloud on Queens Wharf, Auckland, New Zealand
The Chief Marketing Officer (CMO) Council is teaming with New Zealand 2011 and MasterCard Worldwide to host a gathering of senior marketers preceding the finals of the upcoming Rugby World Cup 2011.











