A new wrinkle was introduced in the BYOD argument today as IBM announced they are banning use of SIRI in its networks viewing SIRI as a potential security risk.
Where's the rub?
Siri captures your voice input and sends the data to Apple's servers in North Carolina where it processes the voice inputs to send the query results back to the device. It is unclear who has access to this information and for how long. IBM is concerned that anyone with access to these servers could glean information from these transmissions.
While IBM is prohibiting the use of Siri within their networks what happens when an IBM employee is off campus? They still have access to Siri.
I've noticed a greater concern about BYOD the past couple of months. This puts a new wrinkle in the BYOD argument. While on the surface BYOD seems a great idea with the promise of greater employee productivity, IT costs being shifted to employees and worker satisfaction. There are significant risks that are bubbling to the surface that companies are have ing to address with stronger BYOD policies.
IBM's banning Siri highlights the criticality of protecting company data. It is imperative that companies establish BYOD policies that address company needs and provide clear acceptable policies for a personal device. IBM is finding this balance is a little difficult to manage and in the end zipping the lips of Siri.
I'm curious to see what other BYOD policy changes are coming down the pike.
This morning I visited with a significantly larger enterprise client that has divisions that provide services in mining, oil and gas exploration, environmental impact studies, building engineering, water conservation and more. In our conversation he commented, "My biggest challenge is that we have come to realize we all have all these disparate mobile solutions that service individual business silos, but can not interact with each other. Each division is running their own mobile strategy. Some have mobile apps, some are still on spread sheets, others have no mobile solution but considering and I just learned we currently have two MEAP solutions running. And we haven't even discussed the mobile device issues. While we are all benefiting individually, it's a mobility mess."
In my experience companies who have rolled out mobile solutions have deployed them in an opportunistic fashion. Typically a field manager has caught the mobile vision early. Through his ingenuity, tenacity and budget maneuvering has implemented a mobile solution specific to his group. The positive impact of his mobile solution inevitably catches the eye and envy of other departments who eagerly clamor to adopt mobile solutions.
While this approach provides a strong, quantifiable internal use case for mobile solutions it often leads to a reevaluation of the first mobile solution. Especially, if the first mobile implementation only addressed a specific business need, was limited in scope, didn't plan for the broader needs of the company and was not scalable.
Developing a strategic plan is critical for the on-going adoption of enterprise mobile solution. The key is understanding "why you are going mobile". Evaluate what you trying to accomplish from an enterprise level all the way down to the individual level. Then develop a strategy that addresses this across the enterprise. Companies need to focus on the following key areas
Identify key business processes that will benefit from mobilization.
Determine how individual mobile projects integrate with a central mobile management, backend databases and security infrastructure?
Establish security policies for data accessibility, network accessibility, application distribution, device management, BYOD policies, etc.
Identify supported mobile devices; SmartPhone, TabletsPCs, Rugged devices
What supporting hardware is needed? Mobile Printing, GPS, RFID, etc.
Determine if mobile apps will be available on different mobile form factors; SmartPhone, TabletPCs, Rugged devices, etc.
Identify mobile user roles. User will roles determine data accessibility, security rules, appropriate device options.
Determine if mobile roles are transactional, informational or collaborative
Identify if mobile business processes and user roles are B2B, Internally driven or B2c
How many mobile users are targeted?
How will deployment and support of mobile users scale over-time?
What mobile architecture do you need to have in place?
How will mobile apps be developed, deployed and managed? Who will oversee this?
What types of apps will be supported? Custom-built, off-the shelf, modified mobile app templates, HTML5 mobile apps
Determine how success will be measured
Yes enterprise mobility brings new challenges and opportunities. Investing the time to conduct a full enterprise mobility assessment and developing the appropriate strategic mobility plan is critical for long-term sustainability and scalability of mobile solutions in the enterprise.
Like my client said, "We've been dabbling in mobility long enough. It's time to get serious and unify our mobile strategy and get out of this mobility mess."
This week I had a great meeting with a new customer that is looking to build a really cool enterprise mobile application for the lighting industry. Meeting with them was refreshing as they obviously had invested serious time thinking through the mobile application, end-user requirements, backend integration and reporting requirements. This is unusual in that most of the customers come to with an idea for a mobile app but haven't really through through the business application.
My experience with them motivated me to share some enterprise mobility guidelines we walk through with our customers.
First Question: What is your goal in "Going Mobile"? Or better yet, WHY go mobile?
Obvious as this questions seems, it is the foundation of your success. But many companies are on their 2nd, 3rd even 4th mobile implementation because they didn't understand the "why" of going mobile. If a customer understands the "why" of going mobile their success rate increase exponentially. Some example goals and the "whys" brought to us to date
Improve responsiveness to customers. This is really a goal. It's a result of good systems. Why do you want to improve responsiveness to customers? Have you struggled in this area? Have you identified the bottlenecks? What does it mean if you are successful?
Providing mobile access to existing applications in the field to improve field worker productivity When I hear this I ask, "why is it important for field workers to have this data?" Does it enable the customer to make a decision now? Does it enable the field worker to guide decisions of the customer? Does it enable the service tech to offer the service now?
Improve operational efficiencies both in the field and back end Again this is a goal. What is the cause of operational inefficiencies? Where are the bottlenecks? If I can eliminate those bottlenecks how does this affect serving my customers? How does it improve invoicing cycles? What reports now become available to help managers/sales people more effectively drive business.
Expedite the invoicing process The why on this is clear as every business wants to keep cash flow moving in a positive direction so they can grow their business.
Proof of service completion and acceptance Why? - A business wants to confidently demonstrate service was completed or accepted.
Once you understand the "whys" of going mobile you can can establish the goals that will help you determine the right mobile strategy. Most companies today deploy mobile applications in opportunistic business silos. While this approach can serve as a proving ground for mobile solutions it also can create a situation where mobile solutions become limited in scope, disjointed, invite technology disparity and are not scalable.
Businesses need to consider the overall mobility requirements within an organization and develop a long-term strategy that supports these goals then develop rollout strategies and pilots that align with the long-term strategy. Businesses tend to initially evaluate mobile solutions from the perspective of the field worker. But mobility needs assessments need to consider the entire business process and infrastructure considering every component including:
Customer experience; Do customers interact with the device? A customer might review a service ticket or to provide a digital signature
Field worker: what is the business process in the field? What data is required to help the technician or customer make a decision? Is mobile printing required? GPS -Do you need to know where your workers are or do they need help finding customer locations
What kind of PDA device? Smartphone? Rugged PDA? Customer and field worker needs will drive device selection
Back end integration: what accounting or corporate database systems need to be integrated with?
Management and Executive Management: Considerations may inclue reporting, management evaluation and / or approval processes
IT Support - what is required from the IT department? What device and connectivity standards have been set?
Security policies
I find companies are on track when they've carefully considered these areas as well as come conclusions on the following:
They have identified specific business processes that will significantly benefit mobile technology and why those are important
Individual or departmental mobile projects are implemented with the overall business goals in mind. "Smaller" mobile projects can integrate with the enterprise mobile management, infrastructure and security policies.
Common software, cloud based solutions or middleware mobile solutions are implemented across the organization.
Implementation of device policies whether they be BYOD or corporate sponsored are clear and enforceable
Projects are managed and supported according to clearly defined policies
I'll take a look at deciding which mobile applications to deploy in part 2 of this article.
SAP finally got it right with the announcement of acquiring Syclo. I remember shaking my head when SAP acquired Sybase thinking, "I see the infrastructure and synchronization value but Sybase doesn't provide a MEAP, SDK or even off-the shelf apps."
In a previous life, I spent 5 years building a MEAP solution that sat on top of Sybase. I know first hand the power of the infrastructure as well as the weakness and lack of development tools. Sybase always seemed like a three legged stool somehow propped up with only two legs. The one significant benefit I saw at the time was that it provided a truly viable path for SAP's customers to extend data to mobile users - all be it the 9th attempt as pointed out by Narendra Agrawal in his article "With Syclo Acquisition SAP does it again"
My first question when I heard the news was "Did SAP finally realize they made a mistake the first time around learning that Syclo would've be a better bet in the first place? Or, is this a key strategic move to further support and build on SAPs mobile vision?" It's probably a little of both.
I think this is a big win for SAP since Syclo provides a much better mobile platform as well as industry proven mobile applications. Companies looking to deploy enterprise mobile solutions quickly will be drawn to a Syclo's enterprise class app library that already integrate with SAP and a powerful MEAP to extend app capabilities or build entire new libraries.
I think the acquisition further entrenches SAPs commitment to enterprise mobility. I see it as a strategic play to broaden their enterprise mobility reach. Public consensus seems to agree as illustrated by Kevin Benedict in his blog "SAP Acquires Syclo - A second Cup of Coffed and 25 Comments". A whopping 78% think this is a good move for SAP.
The question remains, will customers view the acquisition in the same light? I see the potential for many projects being placed on hold as companies wait for the dust to settle from yet another merger. I wonder if SAP will take this as an opportunity to simplify the pricing model as the current SUP pricing model is confusing at best.
Clearly this is another indicator of how quickly the Enterprise Mobility landscape is evolving. This evolution creates on-going challenges and opportunities for mobile solution integrators and customers who are trying to decide how to develop and deploy mobile projects amidst an ever changing field of mobility players.
Forbes has a great article about how Nordstrom and Home Depot have adopted mobile POS devices enabling employees to check out customers anywhere in the store. Employees at Apple's retail stores have been armed with mobile iTouch devices for several years that enable employees to scan a barcode and check out a customer immediately. Companies like Nordstrom and Home Depot are seeing increased sales because they can expedite purchases as the customer is trying on clothes, makeup, cordless drills or circular saws. No more waiting in line "thinking" about your purchase. Using Mobile POS employees can capture the buying moment and reap the benefits for the retailers.
Some interesting tidbits
Nordstrom's first quarter sales increased 15.3% since implementing Mobile POS devices.
The average number of items sold per sale increased
The average sales price per sale increased
I am seeing similar trends in the adoption of mobile work order systems like ZenTouch in the service Industry.
Driving business with Mobile Work Orders
With a mobile work order system on an iPhone, Android or Rugged PDA service technicians have full access to services, parts and prices to quickly create an estimate or service ticket for a customer. One customer reported he has seen a 17% increase in service techs availability to take additional service calls just by implementing a mobile work order system. Spread that across 8 technicians - that's a big impact on our business.
Another customer reports, "Customers seem to trust a digital system that breaks down costs for services and parts rather than watching me rifle through a stack of papers. I can present a complete service ticket, review the recommended services, add or delete items and allow them to approve service immediately." In the event a customer decides to wait to initiate a service call to talk with their wife/husband, review finances, check their calendar, etc. a technician or estimator can save the estimate and schedule a call back with the customer. Now all estimates and work orders are accessible via a mobile device with a simple search. Technicians can access past estimates and immediately revisit the estimate, email it to the customer or convert it to a work order on the spot.
Clearly efficiency gains are being recognized on both ends of the spectrum by implementing Mobile POS or Mobile Work Order Systems. These efficiencies are enabling retailers like Nordstrom and Home Depot to drive business at the point of interaction. Service industry leaders are experiencing identical results. By improving the customer experience the decision to buy is expedited and mobile enabled businesses are reaping the benefits.
Since the launch of SIRI by Apple I have been intrigued, enamored and
excited about the reality, power and true possibility of interacting with
my mobile device in a more natural and integrated manner.
Google's unveiling of their new prototype digital glasses on Google+
yesterday takes interaction with your device to the next level. While the augmented reality glasses are still in testing mode the interactive capabilities are exciting and
astounding.
The Google+ page featured a 2-1/2 minute video shot from the perspective
of wearing the glasses shows wearer going through a typical day walking through
the streets of New York.
While this seems like a great tool, and yes I'll buy when available, I wondered
how many new You Tube videos will go viral with people walking into fountains,
walls or stepping into traffic distracted by a constant visual stream of data.
In answer to this one person who used the glasses
reported: “They let technology get out of your way. If I want to take a picture
I don’t have to reach into my pocket and take out my phone; I just press a
button at the top of the glasses and that’s it.”
Exciting technolog to say the least.
The military has been experimenting with augmented reality technology for
years. Companies like Tanagram Partners out of Chicago are developing very progressive technology - Head Mounted Display Augmented Realty gear to feed critical data between soldiers and the command center. A myriad of data can be fed to the soldiers including city layout, building blueprints, highlight members of your team and more.
NASA also announced their efforts to implement Augmented Reality technology to train pilots, astronauts and other aviation professionals to handle challenging flight situations like fog and inclement weather.
On the commercial side, Nokia has been developing Point and Find technologies that allow smart phone users to take a photo of a landmark. The photo combined with GPS coordinate data immediately identifies the landmark and feeds information to the user about the landmark and surrounding area. (Kevin Benedict talks about this in his mobile interview series)
I see significant personal and commercial uses for Google's augmented reality technology. Just yesterday, while navigating through Salt Lake, I would have loved to receive navigation cues fed to my Oakley Sunglasses so I didn't have to look down at Google Maps on my iPhone.
How about service reps managing service calls? They could have "next appointment reminders" flash on their screen notifying them of their next appointment. He could acknowledge the reminder and be navigated to their next stop with visual cues. If they are running late the service tech could give a verbal command to initiate a call to the customer. All while keeping their hands safely on the wheel.
Think of the information you could feed customers when they look at QR Code incorporated in to an ad, poster or banner. You could dynamically feed the customer information based on their selections. The opportunities are endless.
The challenge is humans can quickly be overwhelmed by too much data. AR implementations on the consumer side will have to be conducted in a way that make us more efficient, is accessible but unobtrusive and keeps everyone safe in process.
I'd love to hear how you see AR Glasses being used both on a personal and commercial level.
The question now, how long do I have to wait before I can buy my new Augmented Reality Glasses?
For the past couple of months I have demonstrated ZenTouch to service professionals from a myriad of industries; electricians, installers, auto dent repairers, carpet cleaners, plumbers and others. I have found some trends that are enlightening, but today I wanted to focus on one - the adoption of the iPad especially in light of the launch of iPad 3 yesterday.
Clipboard similarities to the iPad are facilitating user adoption
After a careful review of the presentations done in the last 6 weeks, 80% of attendees reported that they plan on using the iPad or Android tablet.
This actually surprised me as I suspected many of the attendees would prefer the Android, iPhone or Rugged PDA form factor. This unexpected decision trend caused me to wonder, "Why is the iPad form factor so much more popular?"
Yes, it's easy to say people like having more screen real estate but there has to be a more compelling driver. Then it hit me, no matter the service industry from physicians to service techs everyone uses a clipboard.
We are so in-grained with collecting and annotating data using a clipboard that the physical similarities of the iPad or Android to a clipboard make it easy, even comfortable, to pick up an iPad and go to work.
The clipboard form factor is so universal that transitioning to an iPad is a natural. Plus, when you consider how "flipping" through pages using a finger swipe parallels flipping through pages on a clipboard the physical metaphor is further enhanced.
The adoption of the Android tablet has been far less significant. I think part of the Android's adoption troubles it is both too big and to0 small at the same time. It doesn't really fit the clipboard metaphor that has made the iPad an easier transition for all business and service sectors. But I digress.
Let's look at a two industry sectors
Physicians/Dentist
Think of the last time you went to the doctor, dentist or other care-giver, they handed you a clipboard with a number of forms to fill out. That same medical form on iPad is just as easy if not easier. I recently visited with a physical therapist who is looking to pre-load a patient's information on an iPad form. The front desk attendant can hand the iPad to the patient who then quickly verifies or updates previous medical information.
Previously doctors accessed paper medical records on a clipboard rifling through a stack of papers. Now, using an iPad, not only can they access a patient's record they can review historical trends, drill into past treatments, compare and evaluate current conditions to provide medical treatment based on real-time data and historical data. The medical records become a living document updated each time a patient receives treatment.
New advances are also making the communication with the physician and patient easier. Physicians can display a patients x-rays, pull up anatomical diagrams to explain medical conditions, and more. There are some amazing medical iPad apps on the market. Here is an example:
The power this gives to the physician and patient is amazing.
Service technicians ranging from HVAC Techs, Plumbers to Auto Dent Repairs all carry a clipboard. Tasks range from looking up part numbers, checking off service items, filling out the work order, collecting payment information and getting final sign off.
Now with systems like ZenTouch, a cloud base mobile work order system by Zenware, service techs are using their iPad "clipboard" to create estimates, process assigned work orders, add parts and services on the fly, access customer information, review previous service work, manage service crews and have information sync directly into QuickBooks.
The clipboard form factor is so universal that transitioning to an iPad or Android Tablet is a natural transition. Especially if you can couple the familiarity of a clipboard style device with intelligent business, medical or service apps that drive business, significantly improves processes and provide better service to your customers.
Here are a few areas that smart iPad Apps like ZenTouch are improving service business processes
Easy and immediate access to prior service information
Integrated service or pricing lists allow the technician to focus on service instead of pricing
Immediate invoice for faster collections
Proof of work
Create, schedule and dispatch future service tickets right in the field
Reduce and even eliminate human errors with automated business process
Avoid handwriting and note translation errors
Compute service work totals automatically
Collect and record payments at the time of service
Services industries from all sectors are rapidly adopting enterprise mobile solutions. I see a significantly higher move towards the iPad as the device form factor of choice. Doug Drink Water in his recent blog "The 8 industries and professions most rapidly impacted by tablets" highlights the impact tablets of various service industries. Notice that all of these industries historically collected data on a clipboard.
Enterprise mobility is impacting all business sectors. Question is, are you still clinging to that old clipboard and business processes or leading the pack with a simple transition?
