Database Reference
In-Depth Information
1.2.2.2.1 Networks of Resources
The customer-responsive enterprise is not aware of the exact needs of the customer until the cus-
tomer calls them. Therefore, the enterprise cannot ever be more responsive to its customers than
its delivery units are to it. The enterprise's ability to respond is determined by the capability and
capacity available for assignment. Consequently, customer-responsive enterprises constantly seek to
expand the core competencies, that is, capabilities and capacity for assignment to serve customers.
The more capability and capacity that is available, the more customers can be served.
Because responsive enterprises typically deliver benefits to customers in the form of products,
information, or even money, an enterprise utilizes a wide range of resources. Resources typically
provide functions (or services) such as transport, storage, security, or processing. The range of
resources includes
◾
Transportation network resources like satellites (for communication movement), data-
com (for data movement), truck lines (for products movement), and airlines (for people
movement)
◾
Storage resources like computer hard disk storage banks (for e-data or e-content), voice mails
(for messages), e-mails (for information messages), warehouses (for products), and hotels (for
people)
◾
Security resources like PINs and e-passports (for computer authentication), vaults or
refrigeration units (for products), and escort services or smart cards or identity cards (for
people)
◾
Processing resources like data processing centers (for data and information), fulfillment
centers (for products), janitorial services (for facilities), and health-care providers (for people)
Each of these resources would have a core competency. An enterprise cannot be more responsive
than their resources enable them to be. To make responsive deliveries, the enterprise must be able to
build a network of resources and develop guidelines that allow the integration of the resources into the
delivery task and information systems (ISs) that allow the coordination and assigning of work to these
resources. The resource units either may be owned by the responsive enterprise or may have a relation-
ship with the responsive enterprise. Notwithstanding the legal nature of these collaborative relation-
ships, which could either be collaborative exclusive partnership or intermittently used network, these
resources have to be
always on
, that is, available when needed and have the capability and capacity
needed to respond to the responsive enterprise's dynamic assigning and monitoring requirements.
Infrastructure development is not a one-time effort but must evolve continually to allow the
organization to stay ahead of competition and keep pace with technology and environmental
changes. For instance,
◾
As new customer needs evolve, the infrastructure must enable these needs to be satisfied
◾
As new resources become available, the infrastructure integrates the new resource into the
delivery process readily
◾
As new technology becomes available, the infrastructure must allow newer options for com-
municating, coordinating deliveries, and relating with customers
◾
As new measurement technique becomes available, the infrastructure must incorporate
them to enhance delivery coordination and monitoring
The network of resources achieves two apparently contradictory goals: a greater ability to respond
to customer needs and a reduction in the cost of the response.
