From: Subject: Online Minicase W3.2 Date: Sun, 27 May 2007 22:07:43 +0430 MIME-Version: 1.0 Content-Type: multipart/related; type="text/html"; boundary="----=_NextPart_000_00C8_01C7A0AB.731694E0" X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.3959 This is a multi-part message in MIME format. ------=_NextPart_000_00C8_01C7A0AB.731694E0 Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Content-Location: http://higheredbcs.wiley.com/legacy/college/turban/0471705225/web/minicase/ch03/w3_2.html Online Minicase W3.2 =20

Through thousands of independent agents all over the world, Amway=20 (amway.com) sells more than 450 home, nutrition and wellness, and = personal products. In order to do it effectively, the research and = development=20 (R&D) department at Amway must develop new products in a streamlined = and=20 cost-efficient manner. The R&D department consists of 550 engineers, = scientists, and qualityassurance staff, working on more than 1,000 = projects at a=20 time.

Fast and easy access to information about current products = is=20 required for supporting the design activity. Such information includes = product=20 specifications, formulas, design criteria, production schedules, costs, = and=20 sales trends. Providing this wide array of information was difficult = because the=20 required data resided in at least 15 disparate repositories such as a = data=20 warehouse and supply chain and accounting systems in different = departments. When=20 scientists needed production or financial data, for instance, they had = to=20 request paper reports from each department, which sometimes took days to = be=20 processed.

Amway=92s software development partner, marchFIRST, = suggested=20 that Lotus Domino would best leverage existing resources such as the = intranet=20 and data warehouse. Domino=92s strong security features, easy = integration with=20 legacy systems, built-in agents, and a fast search engine, along with = powerful=20 knowledge management capabilities, were all instrumental in making = Artemis a=20 success.

Amway developed a business intelligence and = knowledge=20 management portal, called Artemis, tailored to the R&D division. = Artemis=20 is a browser-based intranet-based application that enables R&D staff = to=20 quickly find the required information. It also includes knowledge = management=20 features such as collaboration and a database for locating company = experts.=20 Using Lotus=92s agent and full-text search engine technology, Artemis = pulls data=20 from disparate corporate sources and generates dynamic reports in = response to=20 user queries.

Artemis started with the goal of saving each = R&D=20 employee one hour per week. Structured product data from legacy systems = is=20 abstracted by Artemis and is used for creating dynamic reports from = users=92=20 search criteria. Time required to access information dropped from days = to=20 seconds or minutes, enabling fast what-if investigations needed by = product=20 developers.

The first challenge was gaining corporate buy-in at = Amway.=20 Though everyone agreed with Artemis=92s goal, information gatekeepers = across Amway=20 were hesitant to relinquish control. A simple working prototype of the = portal=20 was presented to a supply chain executive committee to overcome the = first=20 challenge.

With a budget of less than $250,000, Amway=92s IT = support group=20 and the users worked with marchFIRST to complete Artemis over three = phases of 8=20 to 12 weeks each, going live in January 2000. The portal runs on a fast, = dedicated server. Each night, Domino sends agents out to the corporate = databases=20 and data warehouse and builds or updates an information document for = each Amway=20 product. R&D staff do full-text searches against the databases to = locate=20 products they=92re interested in, then Domino queries the data warehouse = for=20 details. The only non-Domino part of Artemis is an inexpensive ($800) = utility,=20 called PopChart Live, used to create the trend and pie charts within the = final=20 document the user sees.

Artemis=92s collaborative features = include a=20 time-accounting function for the R&D staff. Used to help calculate = R&D=20 tax credits allowed by the Internal Revenue Service, this system has a = gated=20 section where managers can analyze big-picture R&D trends. = Artemis=92s=20 event-reporting database also tracks project content and status. = Domino=92s strong=20 messaging alerts staffers via e-mail when their projects are updated.=20

After a staged rollout, all 550 R&D staffers now have = access.=20 Initial user surveys indicated that 60 percent are saving 30 minutes or = more per=20 week. This saving has risen significantly in 2001=962003 as links to = more=20 information were added and users gained comfort with the system. =

Lessons=20 learned from Amway=92s portal project include the following:

Sources: Condensed from C. Abbott, =93At Amway, BI Portal = Speeds=20 Product R&D,=94 DM Review (October 2000), and from = amway.com.=20

Questions for Online Minicase 3.2

  1. Describe how the information access problems affected the R&D=20 department in developing new products.=20

  2. Describe the role of the business intelligence portal in R&D = at Amway.=20

  3. How did Amway plan the implementation of the business intelligence = portal?=20

  4. Enter amway.com and examine Amway=92s corporate structure. = What kind=20 of groupware can help the company=92s salespeople?=20

  5. Find a couple of business intelligence and knowledge management = portals=20 and compare those with Artemis.


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