237620 FM.qxd 3/24/04 4:13 PM Page i Enterprise Guide to Gaining Business Value from Mobile Technologies 237620 FM.qxd 3/24/04 4:13 PM Page ii 237620 FM.qxd 3/24/04 4:13 PM Page iii Enterprise Guide to Gaining Business Value from Mobile Technologies Adam Kornak Jorn Teutloff Michael Welin-Berger 237620 FM.qxd 3/24/04 4:13 PM Page iv Enterprise Guide to Gaining Business Value from Mobile Technologies Published by: Wiley Publishing, Inc. 111 River Street Hoboken, NJ 07030-5774 www.wiley.com/compbooks Published simultaneously in Canada Copyright  2004 by Cap Gemini Ernst & Young U.S. LLC. All rights reserved. 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Long Editorial Manager: Mary Beth Wakefield Development Editor: Kezia Endsley Production Editor: Felicia Robinson Text Design & Composition: Wiley Composition Services 237620 FM.qxd 3/24/04 4:13 PM Page v Contents Acknowledgments xiii About the Authors xv Foreword xvii Part 1 Introduction to Mobile and Wireless Technologies 1 Chapter 1 Wireless and Mobility Defined 3 Introduction 3 What Is Mobility? 4 What Are Wireless Applications? 6 Real-Time Quoting Engines 7 Location-Based Services 7 Wireless Portal/Commerce 7 Sales Force Automation (SFA) 8 Global Positioning Systems (GPS) 8 Telematics 8 Attributes of Mobility and Wireless Services 12 Always On 13 Remote Access 13 Localization 15 Ubiquity 15 Personalization 15 Proactive Push 16 Summary 17 Chapter 2 The Driving Forces of Mobile’s Growth 19 Introduction 19 Consumer Drivers 21 The Quest for Convenient Communication 22 Right Here, Right Now—Consumer Expectations 25 v 237620 FM.qxd 3/24/04 4:13 PM Page vi vi Contents The Device as a Personality Extension 26 Fun and Games 27 A New Channel for Existing Entertainment 29 New Types of Entertainment 30 Business Drivers 31 Cost Efficiencies 32 Wirelessly Enabled Employees 34 Reduced Traveling 34 Revenue Growth 41 Wireless as a Revenue Driver: m-Commerce 41 Process Improvement Opportunities 43 Enabling Technologies 44 Wireless Industry Trends 47 Summary 48 Chapter 3 Mobile Devices Showcase 49 Introduction 49 Merging Computers and Phones 50 Laptop Computers 51 Personal Digital Assistants (PDAs) 52 Palm Family (Palm OS) 53 Pocket PCs (Windows CE) 54 Two-Way Pagers 55 Cellular Phones 56 Smartphones 56 Imode Phones 57 Phones Using Java 58 Handheld Gaming Platforms 59 Future Devices 59 Summary 60 Chapter 4 Wireless Networks Overview 61 Introduction 61 The Generations of Wireless 62 First Generation: Analog 62 Second Generation: CDMA, TDMA, and GSM 63 CDMA 64 TDMA 65 GSM 66 2.5 Generation: GPRS, EDGE, and CDMA2000 67 Third Generation: wCDMA, UMTS, and iMode 69 Fourth Generation Wireless—What’s Next? 69 WLANs and PANs 70 IEEE 802.11 70 Bluetooth 71 Infrared 73 Radio Frequency Identification 73 237620 FM.qxd 3/24/04 4:13 PM Page vii Contents vii Satellite and Fixed Wireless 74 Securing a Wireless Network 75 Wireless Equivalent Privacy 76 Summary 76 Part 2 Opportunity Identification and Case Studies 77 Chapter 5 The Value Web Framework 79 Introduction 79 Defining the Value Web Framework 79 What Is a Value Web? 80 The Web’s Anatomy 82 Why Use the Framework? 85 Constructing a Value Web 88 Step #1: Defining the Solution and Competitive Space 89 Step #2: Identifying and Evaluating Market Segments 90 Step #3: Mapping Customer Needs and Value Web Constituents Along the Customer Experience Life Cycle 91 Identify 93 Research 93 Purchase 94 Receive 94 Support 95 Evaluate 95 Step #4: Defining Value Transactions 95 Leveraging the Value Web 97 Step #1: Analyzing Value and Sustainability to Define Relative Power 97 Creating a Value Index 97 Assessing the Sustainability Index 102 Putting It All Together—The Power Grid 103 Step #2: Defining Strategic Focus Based on Power Shifts 104 Step #3: Developing Strategic Initiatives and Quantifying Impacts 106 Summary 108 Chapter 6 The Wireless Value Web 109 Introduction 109 The Wireless Value Web’s Origin 110 Today’s Wireless Value Web 110 Taxonomy 111 Industry Segments 115 Customers/End-Users 116 User Devices 120 Content 123 Connectivity 128 Technology Enablers 131 Environmental Enablers 136 Summary 139 237620 FM.qxd 3/24/04 4:13 PM Page viii viii Contents Chapter 7 The Three Functional Domains 141 Introduction 141 Communication 142 Consumer Applications 143 Enterprise Processes 144 Information 145 Consumer Applications 145 Enterprise Processes 146 Information Available to Your Customers 146 Information Available to Your Employees 147 Commerce 147 Consumer Applications 148 Enterprise Processes 149 Enhanced Processes with Your Customers 149 Enhanced Processes with Your Employees 149 Summary 150 Chapter 8 Communication 151 Consumer Applications 151 Voice, E-mail, Paging, SMS/EMS, and Video 151 Voice 152 E-mail and Unified Messaging 153 Pagers and BlackBerrys 154 SMS/EMS/MMS 155 Video 155 Office Applications and Internet/Intranet Access 155 Office Applications 156 Internet/Intranet Access 156 Enterprise Processes 157 Voice, E-mail, Paging, SMS/EMS, Video 157 Filtering 158 Office Applications and Internet/Intranet Access 159 Summary 160 Chapter 9 Information 161 Consumer Applications 161 Sports, News, Weather, Maps, and Traffic 162 Sports 162 News 163 Weather 163 Maps 164 Traffic 164 Entertainment: E-books, Music, Gambling, and Multiplayer Games 165 E-Books 165 Music 166 Gambling 167