Business Network

Creating Interactive Dialog With Your Customers

interactive dialog

What if each customer felt that every communication with you was not only well managed, but a meaningful, interactive dialog? What if every employee engaging with your customers could generate communications that not only inform but engage? Imagine using your customer communications to turn documents into dialog, communications into conversations. Every touchpoint with your customer is an opportunity to engage in a meaningful and relevant exchange. In today’s digital market place, the customer is empowered like never before. As a result businesses need to exploit every opportunity to communicate as clearly and consistently as possible across every channel and medium; whether online or offline, on paper or electronically. Most companies have yet to exploit the potential for driving additional business through customer-facing communications. These communications, the data that feeds them, and the exchanges between a customer and a company are critical assets for strengthening relationships and fueling sales. Tailoring each customer’s correspondence with personally relevant information, informing and engaging customers with every communication, deepens the relationship. The ability to work more personally with customers, even in regular mass-distributed communications such as bills, invoices, statements, notifications etc., is a strong competitive edge. Acquiring new customers can cost five times more than satisfying and retaining current customers, and a two percent increase in customer retention has the same effect on profits as cutting costs by ten percent. Yet research has shown that 68 percent of customers who break away from a relationship with a company and go elsewhere do so because they feel unknown and unwanted. This alone justifies efforts to connect more personally at every touchpoint of the customer’s journey and to create easy, frictionless, ways for customers to initiate and manage their own contact. Smarter Communications Improve Revenue and Streamline Costs: Enable business managers to drive business: Direct, hands-on connections to customer communications remove the lag time between seeing a business opportunity or necessity and acting on it. Business managers create and manage marketing messages and campaigns and the rules that deliver them to the right customer at the right time. Match the message to the customer: Whether it’s welcome packs, order confirmations, delivery notices, invoices, or statements, personalized documents build customer loyalty. Even at high volumes and processing speeds, personalizing every document, including cross/up-sell offers or other notices can be tuned to each customer. Let the customer control the conversation: Through simple self-service, customers can specify their preferred channels; print, fax, email, mobile, web, and other electronic channels. This variety of choice empowers customers and also gives you multiple channels for new services or business development initiatives. Interactive content presentment: Rich media, dynamic charts and graphs on communications not only provide better information, they create dialogues between supplier and client. Each touchpoint brings you closer to your customer, providing valuable insight and a better customer experience. Find out more about how you can use OpenText™ Communications Center to establish a modern communication processing environment in your enterprise. Using data from your existing business systems (without requiring any changes to those systems) to dynamically generate the communications you use to run your business and correspond with your customers, partners, suppliers, and employees.

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How IoT Will Enable Future Device Managed Inventory Processes

Last week I spent a very productive day with a leading technology analyst discussing the Internet of Things (IoT). The analyst had recently switched to covering IoT instead of B2B integration and EDI, so we had a very interesting discussion relating to the role of IoT in the supply chain, and how it will help to introduce more self-sensing, closed-loop processes to companies across multiple industries. I have been closely following the IoT sector for nearly three years now and have posted a few blogs on this subject. In this blog I wanted to highlight one significant area that I covered in an interview for Forbes magazine last year. I hadn’t realised the significance of the article at the time, which discusses how in the future, connected devices or things could potentially initiate some form of procurement process by themselves using analytics-based techniques to measure usage or consumption patterns for the connected device concerned. Say hello to Device Managed Inventory (DMI)! The analyst was quite surprised that this concept had not been mentioned before, and asked the ten participants in our meeting to search for the term “Device Managed Inventory” on Google, and only our reference was found. It’s rare to lay claim to a new industry term, but I certainly believe that we will see rapid adoption of DMI as more and more supply chain-related devices get connected to IoT platforms around the world. DMI is really an evolution of Vendor Managed Inventory (VMI) which has been around for years. Companies across the retail and high tech sectors have deployed VMI processes with key trading partners to help streamline their supply chain operations. VMI is part of a family of business models in which the buyer of a product provides certain information to a vendor (supply chain) supplier of that product and the supplier takes full responsibility for maintaining an agreed inventory of the material, usually at the buyer’s consumption location. A 3PL provider could also be involved to make sure that the buyer has the required level of inventory by adjusting the demand and supply gaps. The aim of VMI is to essentially prevent the buyer from running out of stock and to minimise inventory across supply chains, for example in warehouses or regional fulfillment centres. EDI has been central to this particular process for many years. The key to making DMI work smoothly is to efficiently collect information from sensors attached to the connected device, as in the case of the vending machine example shown below, and then feed this information into an analytics platform. Analytics routines would then continuously monitor consumption patterns, compare with stock levels, and when the levels get near to or below a predefined level, a procurement process would be initiated by the connected device and an automated EDI transaction would be generated and sent to the supplier for fulfillment. This application of DMI is really a form of Proactive Replenishment, the aim being to ensure that stock levels are always within a certain set of min/max levels and hence ensure that customer satisfaction levels are maintained. DMI would certainly be useful for replenishing stock levels in retail stores, maintaining fluid levels within gasoline storage tanks or parts quantities in storage bins located next to manufacturing production lines. This type of scenario, whereby the connected device initiates an EDI transaction, could also be applied in a Predictive Maintenance scenario. So for example sensors fitted to a vehicle’s water pump could detect water flow rate changes, perhaps due to a leaking seal or crack in the casing. This information would be transmitted to a vehicle service centre where new parts could be proactively ordered with the relevant supplier. The driver of the car would be notified that the water pump would likely fail within a 1000 miles and their vehicle would be booked in to have the replacement part fitted. I have discussed both of these scenarios in an earlier blog, where I looked at use cases for IoT across the supply chain and how analytics could leverage information flowing across the supply chain to make more informed decisions. Many of the key building blocks to make the above scenarios a reality actually exist today. MQTT, for example, is a relatively new open source communications protocol used to connect devices to a network. To learn more about how analytics will drive future supply chain operations, take a look at this earlier blog. Read more from the analyst I spoke with, who described DMI as a “Gob-Smacking B2B IT Mash-up”, in his blog here.

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“Exclusivity” is a Bad Word When it Comes to Patient Information Sharing

In a new Market Spotlight by IDC researcher Judy Hanover, she discusses the often rocky road of patient information sharing in healthcare, the contentious topic of interoperability as it relates to patient information sharing, and the importance of getting it right.  Judy will be presenting her findings on 24 March in a webinar – “The Rocky Road to Patient Information Sharing in the Health Network”. Interoperability is one of the most widely used terms in healthcare information exchange today.  It eludes many healthcare organizations that are struggling to achieve it, forcing many to give up the cause along the way.  Yet, interoperability is not a lost cause, and achieving it doesn’t need to be either. So, why do so many healthcare providers, networks and organizations struggle to achieve interoperability when exchanging patient information across multiple providers?  The answer is usually found in technology gaps and exclusivity, rather than “inclusivity”. Despite the claims of Electronic Medical Record (EMR) vendors regarding EMR systems, these widely used tools have done little to help the exchange of information across different EMR systems.  A recent survey of nearly 3,000 medical professionals state that the biggest barrier to interoperability is EMR technical incompatibility. Eighty-six percent of those surveyed stated that the major barrier to interoperability of health systems is “EMR systems that are not capable of sharing information with other EMR systems because of technical shortcomings or incompatibility”[i].  This presents a barrier with forbidding impact: the inability to effectively exchange patient information leads to incomplete medical records, missed or delayed diagnosis, repeat tests performed because of missing information, and so the list goes on. Surprisingly, the same survey found that 63% of respondents stated the #2 reason for interoperability was “EMR vendors’ unwillingness to share information with competing EMR systems despite being technically capable”.  Is this right?  Not only are EMRs not playing nicely, they may be actually boycotting the game? Is there a network of exclusivity among the vital patient information trapped in disparate EMR systems? Surely EMR system information exchange should be inclusive to enable easy and efficient sharing of patient information with anyone, anywhere – always? Hanover states in her report, “As it became clear that the wide array of EHR products that went into use would not create an interoperable healthcare ecosystem on their own, the Direct Project was initiated in 2010 to develop standards and protocols to facilitate interoperability and healthcare reform.” What if you could bypass the technology gaps, shortcomings, and incompatibility of exchanging information between EMRs?  And instead, leverage technology designed to provide interoperability and rich patient information exchange among systems, regardless of the underlying platform?  Inclusivity, rather than exclusivity. Join IDC analyst Judy Hanover on 24 March, as she presents her findings in a Market Spotlight entitled, “The Rocky Road to Patient Information Sharing in the Health Network”.  This webinar will highlight the current landscape of patient information sharing, how care fails when messaging does, and future trends in healthcare. [i] Interoperation Research Study, data fielded by EAS Planning, April, 2015.

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Integrating Logistics Visibility into your Supply Chain Network

B2B communications

Companies seeking to build a digital supply chain network with their suppliers frequently turn to EDI to digitize transactions and help with automation – placing orders, receiving advanced ship notices, receiving invoices and sending remittance advice. However, in the middle of this automated process, organizations often find themselves having to resort to manual processes for logistics visibility, in order to figure out when a shipment is supposed to arrive, especially for goods shipped via ocean carriers. If you are placing thousands of orders a month and receiving thousands of shipments, this manual process for checking ship status can be expensive as well as a potential risk to your business. This is where OpenText Active Orders new logistics track and trace capability comes in. First, Active Orders allows you to set up digital communication relationships with 3PLs and carriers. Second, as Advance Ship Notices (ASNs) are sent to you from your supplier, Active Orders forwards them to the carriers you have booked transportation with, requesting status updates. Using templates that you build, Active Orders will notify you when a shipment is expected to be late, based on current status. In the Active Orders portal you can see all shipments in transit, including which are at risk of being late, without having to make multiple phone calls, or  look up their status on multiple websites. Active Orders aggregates this information across multiple suppliers, carriers and 3PLs, providing the information your business needs – all in one place. Without this visibility, you could be carrying too much stock in your company, increasing your costs unnecessarily, or regularly running out of stock on certain items, decreasing customer satisfaction with your brand. OpenText Active Orders is a complete purchase-to-pay process for both digital and non-digital trading partners – providing end-to-end visibility of transactions in process – including logistics visibility. Learn more about Active Orders, or discover how one company using Active Orders succeeded in automating and optimizing their purchase-to-pay processes, resulting in increased productivity, reduced paper waste and less time spent troubleshooting and fixing transactions.

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WEBINAR: Electronic Signatures with OpenText and DocuSign

If you have ever purchased or even refinanced a home, you have experienced the hundreds of signatures and initials required to get this done. I’ve had my share of waiting for, and paying for, FedEx packages—or even worse, trying to get my all-in-one printer to print and then fax back 50+ pages. I must have re-tried one fax 10 times with all of the paper jams. Then, when I thought all of the pages finally went through, I was told that they “didn’t get it” and I would have to start all over. This is not what you want to hear when your rate lock is about to expire! A few years ago, I bought another house, but this time I was told that everything could be done online. I signed and initialed tons of pages in no time. I hit submit and I was done! Did I mention that this fantastic time-saving tech was from a company called DocuSign? While we often hear that all successful businesses will one day be 100% digital, tedious, manual processes like obtaining signatures make that reality seem eons away. As I experienced, documents are often printed, then sent out via overnight mail or faxed, and then they are signed, returned, and stored. Aside from the costs associated with that cumbersome process, organizations risk losing visibility into the status of the document by breaking the digital workflow—leading to lost documents and a struggle to correctly determine where to store or archive the document. To improve efficiency in signature processes, OpenText provides several solutions for electronic signatures—and has recently also partnered with DocuSign to provide its Digital Transaction Management (DTM) solutions. DocuSign’s DTM solutions enable organizations to obtain secure, managed, and legally compliant electronic signatures anytime, anywhere, and from any device. The time and burden that employees associate with paper signature processes is reduced. DocuSign also helps to ensure enterprises meet compliance and information governance standards through its complete, easy-to-monitor audit trail—capturing all activities associated with the document, time stamps, and the location of where the document was signed. DocuSign has use cases in sales, human resources, finance, IT/operations, legal, marketing, facilities, support, product management, procurement, and more, and its benefits include: Return on Investment (ROI) – DocuSign creates an immediate ROI, with its instant savings on print supplies and shipping costs and long-term savings of costs and time due to faster workflows for closing sales, onboarding candidates, and much more. Customers report saving more than $30 per envelope. Customer Experience – Faster workflows and the reduction of tedious steps—such as locating fax machines or shipping locations—mean happier customers, as well as happier employees. Compliance – When documents are printed and mailed around to individual participants, form fields might be missed, and documents could easily get lost in transition. DocuSign helps enterprises with a faster workflow that includes system controls to ensure forms are filled out properly and documents are never lost—and its complete audit trail lets users know which step of the process a document is in every step of the way. For more on how DocuSign for OpenText can help your enterprise achieve these benefits, please view our webinar recording here.

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HIMSS16: OpenText Prescribes Healthier Patient and Business Outcomes

contact centers

This year’s Health Information and Management Systems Society (HIMSS) Conference is right around the corner.  As a HIMSS North American Emerald Corporate Member, OpenText is proudly participating in the event, taking place February 29 – March 4 in fabulous Las Vegas. This year’s event is shaping up to be a great one.  Not only will OpenText continue to showcase the #1 fax server in the healthcare industry, OpenText RightFax, but joining the conversation is OpenText Analytics, a powerful analytics tools to help make better business decisions and drive better business outcomes. Join us at HIMSS and talk to our industry experts to learn how OpenText is driving greater productivity, efficiency and security in the healthcare industry. With so many reasons to talk to the healthcare experts at OpenText, we’ve narrowed it down to our favorites…. Top 3 Reasons to Visit OpenText at HIMSS Save money. Make the shift to hybrid faxing with RightFax and RightFax Connect: Hybrid faxing combines the power of your on-premises RightFax system with the simplicity of RightFax Connect for cloud-based fax transmission. Learn how to save money and make your RightFax environment even easier to manage. Drive compliance. Better patient information exchange with RightFax Healthcare Direct: RightFax is the only fax server that combines fax and Direct messaging in a single solution with RightFax Healthcare Direct. Learn how you can accelerate your road to interoperability with Direct through this new innovative solution. Make better decisions. Learn about OpenText Analytics products and revolutionize your reporting and analytics infrastructure. This will give you the tools to build the best data-driven enterprise apps. With live data analytics seamlessly incorporated into your apps, you can track, report, and analyze your data in real time. Be sure to visit OpenText at Booth #12113 Hall G, and learn how OpenText will help you save money, increase the security and compliance of patient information exchange, and make better decisions through data analytics.

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Want to get your message across securely? Follow Sony’s CEO and fax it.

marketing, call centers

Sony Entertainment CEO Michael Lynton is becoming the new poster boy for faxing. The executive recently revealed during a media industry conference that his fax machine is getting a lot of use these days, as he prefers to send hand-written notes via fax instead of sending an email. Lynton said he’s surprised by how quickly he can jot down a thought and fax it. While email may be even quicker, he explained that by taking a minute to put pen-to-paper and then sending a fax can be preferable to firing off emails in haste – the electronic version of speaking before thinking. The folks at Sony Entertainment have some experience in seeking out alternatives to email, following the hack of its network in 2014. As I mentioned in a recent blog on the topic, during the aftermath of the hack Sony employees took to picking up the phone, writing notes, and faxing in order to communicate with each other. Of these options, fax is the form of communication that can go from one party to the other safely and securely. Fax is a secure communication; so won’t be intercepted or hacked. A phone call can be overheard or recorded, and leaves a paper trail. Notes can be mislaid, stolen or confiscated, the latter possibly by an authority figure – cue those second-grade memories for some of us! A better alternative to fax machines is electronic faxing – no paper is required to send notes and other important content that you don’t want intercepted.  Learn more about how fax with cloud delivery is an ideal alternative to fax machines. What’s an executive to do? Fax, fax, fax.

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Understanding the Basics of Supply Chain Analytics

vendor compliance

Today’s supply chains move millions of shipments around the world each year, but just think for a moment about the information required to ensure these shipments get from A to B safely and on time. The information flows, primarily based on EDI/B2B transactions, to support today’s global supply chains are growing in volume year-on-year. What benefits could a business obtain by being able to monitor these information flows and obtain deeper insights into what makes supply chains ‘tick’? Say hello to supply chain analytics. Monitoring the day-by-day, hour-by-hour, or minute-by-minute ‘pulse’ of a supply chain could potentially bring significant operational and business benefits to a company. From a supply chain point of view, companies are looking for answers to questions such as: Who are my top suppliers and how many B2B transactions have I exchanged with them? Who are my top (and bottom) performing suppliers based on specific key performance indicators such as complete orders, accurate shipments, on-time deliveries and processing of payments? For which suppliers/customers has the order/payment volume increased or decreased by more than 30% over the last 12 months? Which of my customers sent me the most orders during the end of year holiday period and which ones sent many changes? Here at OpenText we are processing over 16 billion transactions per year across our Trading Grid B2B network. These transactions are feeding global supply chains with rich information to help ensure that orders are processed in time, deliveries are shipped to the correct destinations and invoices not only get paid on time but comply with the ever increasing number of compliance regulations. Now what if you could apply Big Data analytics to supply chain operations in order to obtain deeper insights into how your digital information flows are supporting your physical shipment flows around the world? According to many leading analysts, Business Intelligence and Analytics are the most important focus areas for the CIO in 2016. Big Data analytics has been around for a few years now, really emerging in 2010 with mobile and cloud based technologies, but it is really only over the last two years that companies have started to embrace Big Data across the enterprise. You only have to look at recruitment websites to see that one of the hottest jobs in the market at the moment are for Big Data Scientists, those that can understand rich data sets, analyse and then report on them. There are many EDI document standards supporting today’s global supply chains, with ANSI and EDIFACT formats being the most prevalent. But if you go to the EDI document level there are really just two types of information that are useful from a supply chain analytics point of view. Firstly,operational-based information and secondly, business specific information, so what does this information actually look like? Operational information could be considered as the type of documents flowing between trading partners across a supply chain, so this would include Purchase Orders, Invoices, Advanced Ship Notices (ASNs) and Order Acknowledgements. The volume of these transactions could run into thousands, or for a large global company, millions per year. What if you could use this information to determine the volume of transactions by document type and volume of transactions by trading partner? Applying analytics, let’s call it operational in nature, could help to determine the top trading partners that a company deals with on an annual basis and also provide insights into the most popular document types being exchanged. Chances are, companies doing business only in North America will be exchanging more ANSI-based documents while companies doing business on a global basis will be using EDIFACT. So, Operational Analytics could be defined as delivering transactional data intelligence and volume trends needed to improve operational efficiencies and drive company profitability. Business information could be considered as the data from within each document type. So for example for an ASN, it would contain information such as delivery address, shipment details, quantity, sender details etc. What if you could actually perform deep introspection on each business transaction as it flows across a B2B network and then use this information to produce a series of business-related trends that could be reviewed, and if necessary, acted upon? Applying analytics, in this case business analytics, could potentially help a business to determine ASN timeliness, Invoice Accuracy, Price Variance and so on. If there are any exceptions or errors then the business can take corrective action and resolve any problems much sooner. So, Business Analytics could be defined as delivering business process visibility required to make better decisions faster, spot and pursue market opportunities, mitigate risk and gain business agility. Applying operational and business analytics to a pool of billions of transactions flowing across a business network could transform the day to day work activities of supply chain, logistics and procurement professionals around the world. Let me briefly highlight two use cases for supply chain analytics. The retail industry is highly consumer driven and seasonal in nature which introduces significant fluctuations in the procurement process. Being able to monitor the volume of documents, by type, across a business network can potentially provide retailers with some interesting indirect insights into consumer demand in different markets around the world. Applying operational analytics, especially when applied to a few years of historical data could help to forecast potential order volumes and therefore allow retailers to be better prepared for seasonal fluctuations. Operational analytics, based on B2B transactions could potentially transform the retail industry, making it more responsive to consumer demands and ensure that inventory levels are aligned more accurately with expected demand levels. In the automotive industry, ‘ASN Timeliness’ is one of the most important variables measured to ensure that Just-in-Time production lines are running smoothly. ASN timeliness can be defined as the number of ASNs sent on time divided by the total number of shipments within a specified time period. Many automotive companies use ASN timeliness as the basis of monitoring the performance of their trading partner community. Applying business analytics in this case allows a car manufacturer to not only monitor supplier performance from an ASN delivery point of view, but also compare suppliers against each other to create a top ten ranking of delivery. What if you could monitor the ‘live’ transactions flowing across a business network and apply business analytics to monitor trends and exceptions before they impact the business? As shown by the ASN timeliness chart above you can use analytics to very quickly assess and compare the performance of your trading partners. Some car manufacturers use ASN timeliness as the basis of determining whether penalties or even contract termination should be applied. So in summary, applying analytics across trading partner information flowing across a business network could: Provide a complete 360 degree view of supply chain activities Offer deeper insights into transaction based trading partner activities Provide earlier identification of exceptions, allowing corrective action to be taken sooner and prevent supply chain disruptions Allow more informed business decisions to be made The  two examples above are based on company specific transactions flowing across a business network, but what about looking at a community as a whole? Applying analytics to an entire community of companies connected to a business network could provide some interesting insights into business/industry activity as a whole. Every month the manufacturing industry, one of the main contributors towards a country’s GDP, waits to hear from global economists as to how each country around the world has performed. The Purchasers Managers Index (PMI) measures eight key metrics each month, for example number of new orders, stock levels, production output and changes in employment levels. A PMI number above 50 signifies that a country is in growth and a number below 50 signifies contraction. Three periods of contraction will normally signify that a country is going into recession. The numbers below relate to the January 2016 manufacturing PMI numbers for the G8 member countries. You can quickly see here that Japan and Italy tied in January as the fastest growing economies in relation to manufacturing PMI. OpenText™ Trading Grid connects over 600,000 companies, and processes over 16 billion transactions with a commerce value of over $6.5 trillion. Applying analytics to this scale of transaction volumes could provide deep and very rich insights at both industry and country level as to what is happening from a business growth or contraction perspective. If you were to apply analytics to a community of trading partners on this scale then in theory our results should be broadly in line with the PMI trends, especially as many of the order volumes for example being measured as part of the PMI process are actually moving across our Trading Grid infrastructure as EDI transactions. I have only scratched the surface in this blog about how analytics can be used to provide operational, business, customer and community-related insights to supply chain operations and further blogs over the next few months will take a closer look at each of these areas. If you would like to see how analytics can be used in a different situation, in this case to monitor the US elections coverage, take a look at our Election Tracker. Also take a look at Trading Grid Analytics, a new breed of embedded analytics that provide insights across entire business flows.

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Enabling the Digital Supply Network at OpenText’s UK Innovation Tour

Since joining OpenText in January 2014, through the acquisition of GXS, I have presented many sessions on our Innovation Tour stops and at our major annual conference, Enterprise World. No sooner did Enterprise World finish last November, we have been busy planning for our 2016 Innovation Tour. We have five Innovation Tour stops this year, starting in Sydney, then moving onto Tokyo, Germany, Paris and finally the UK. We also have a number of shorter events in other locations such as Singapore. The aim of these events is to educate, inspire and ultimately demonstrate how our portfolio of Enterprise Information Management solutions can enable a better way to work in the digital world. Our event in London this year is being hosted on the 10th March at the etc Venues Conference Centre, St Paul’s, Aldgate and it will offer a comprehensive agenda with keynote and customer sessions in the morning and over twenty breakout sessions (split into five key themes) in the afternoon. We will also have an expo area where all the solutions being discussed in the breakout sessions will be brought to life across a series of demo pods. As with the photo at the top of this blog post, the future of enterprise IT infrastructures is becoming increasingly cloudy and we will be discussing a number of cloud and on premises based solutions at the event. If you are from a supply chain, B2B or EDI background or you are responsible for managing trading partner activities across a business network we have three breakout sessions which may be of interest to you. Details of these sessions are shown below. Our CEO recently posted a blog discussing how supply chains are evolving into supply networks, and it certainly provides a view of the future of the business network. We will have three business network themed sessions during the event in London: Use your business network to optimise your supply chain while focusing on your core business – The digital experience requires a network, trading partners, extreme automation, and deep visibility across all key functions, from transactions and cash management through to the physical supply chain. However, conducting business electronically with your extensive trading partner ecosystem is hard work, costly, and worse -a distraction to your core business. To keep up with the pace of market and technology change and remain competitive, you need to digitise and optimise your supply chain. This session discusses how OpenText Business Network helps your organisation drive efficiency, speed, time to market, and focus on your core business – so you can add more value to your customers. Creating a 360-degree view of your supply chain with business network – Achieving a true 360 degree view of supply chain operations is becoming a key challenge faced by many companies. From obtaining end to end visibility of B2B transactions, tracking shipments across third party logistics providers, through to being able to ‘mine’ transaction based information using Big Data analytics techniques. Collectively these can all contribute towards addressing the challenge of improving end to end visibility across a supply chain. This session will introduce how the OpenText Business Network can leverage analytics and visibility based solutions to help provide a window into your supply chain. This session also discusses how achieving deeper visibility into transactions enables informed decision making. Connect business processes and secure messaging to ensure compliance and increase productivity – Businesses share information in a variety of ways, but employees often avoid or circumvent official sharing mechanisms because they are hard to use and inefficient. OpenText Business Network offers a variety of solutions for sharing messages, files, faxes, SMS and voice in a simple, but secure and auditable manner. These solutions integrate into a variety of business applications – including OpenText Content Suite, Microsoft Outlook, Microsoft Office, SAP, and Oracle – and provide APIs for custom integration to other applications. Attend this session to learn how customers are using these solutions to improve compliance and increase productivity in business communications. We have many other sessions planned for London, covering our entire Enterprise Information Management portfolio, please register below for further information.  

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Applying a ‘Marginal Gains’ Approach to Improving Retail Supply Chain Performance

Today’s retailers are under constant pressure to adapt their business strategies to meet ever changing consumer demands whilst at the same time improve the day to day performance of their supply chain operations. This blog will discuss how adopting a ‘marginal gains’ approach to implementing a B2B environment can help improve the overall performance of retail based supply chain operations. The retail industry has undergone a significant transformation in recent years. I thought it would be interesting to highlight a number of key trends that will impact the retail industry in 2016. Omni-Channel Retail Continues to Become More Pervasive – Omni-channel retailing has been one of the main trends to impact retailers in recent years. The growth in adoption of online mobile retail has changed the dynamics of consumer buying patterns and retail distribution. Even though ‘brick and mortar’ stores will continue to have a place in the high street, the ability to quickly price compare online and review online product and store details is transforming the way in which consumers choose how and where to buy their goods. Retailers therefore need to be able to source goods at competitive prices as well as ensure they are working with ‘responsive’ suppliers that can work with ever changing consumer demands. Low Price, Discount Retailers Continue to be a key Growth Segment – Price is king in the retail sector and low cost ‘brand name’ products have fuelled the growth in the discount store sector. In some countries such as the UK, the quality of the store experience in some cases has taken second place to new discount stores that can offer the same goods for significantly less. The discount store concept is built on a number of key principles, especially in relation to low overheads, simplified logistics processes and finely tuned supply chain operations. To align with the low cost dynamics of the discount stores, retailers will have to provide relatively low cost methods to seamlessly collaborate with suppliers. Retailers Invest in ‘Last Mile’ Shipment Delivery Services – So called ‘Last Mile’ delivery is a key logistics related challenge for today’s retailers. Online retailers such as Amazon are experimenting with a number of new technologies, for example their drone based Prime Air delivery service, to complement their existing delivery methods. Last mile delivery is especially important in busy city centres and retailers that can find a way to deliver products efficiently to a consumer will be able to develop a strong advantage over their competitors. New Technologies Driving Improved In Store Customer Experience – Retailers are starting to leverage new disruptive technologies to improve the in store buying experience and encourage repeat purchases. The exponential growth in mobile devices has allowed today’s consumer to become more ‘informed’, not just before they enter a brick and mortar store, but while they are inside, for example doing online price comparisons before making a buying decision. To help influence the buying decision retailers will increase the use of technologies such as ‘augmented reality’ for product demonstrations and beacon location technologies to try and draw consumers into making a purchase within their stores. Improved 360 Degree Visibility of Retail Supply Chains – Retailers will continue to look for new ways to improve visibility into consumer buying patterns and supply chain operations. In fact in the retail sector, consumer buying patterns and supply chain operations are intrinsically linked. The use of big data analytics in the retail sector will continue to grow exponentially as retailers look for different ways to mine consumer related buying information and align with transaction based shipping information from supply chain operations. From analysing consumer buying patterns from loyalty card schemes through to monitoring the end to end performance of a ‘last mile’ third party logistics provider, ensuring that you have a complete 360 degree view of retail and logistics operations can literally make or break a retail business. So with these technology trends changing consumer buying habits and impacting the future operation of retail supply chains, how can retailers establish a B2B platform that supports their future business requirements and at the same time improve the overall performance of their supply chain operations? Adopting a Marginal Gains Approach to Improving Retail Network Performance Over the years many management theories have been developed to improve supply chain operations.  One of the most famous theories to be developed and indeed put into extensive practice across the Japanese manufacturing industry is Kaizen. Kaizen is a process that was initially developed to help with the continuous improvement of working practices and personal efficiencies. In a similar way, the ‘marginal gains’ theory was developed to achieve a similar effect, that is to make small incremental adjustments to a process, that collectively help to significantly improve overall performance of that process. I will go into further details on the exact details of a marginal gains approach in a future blog, but in elite sports such as Formula One Racing, Rowing, Sailing and Cycling it has now become common place. In a world where the difference between first and second, ie winning and losing, can be miniscule and as a result significant time, money and effort is placed on finding ways to get an advantage on the competition. If you don’t evolve and improve your performance then you will get left behind and the same happens in business. The marginal gains theory originally came from British Cycling, masterminded in the build up to the Beijing Olympics by their Performance Director, Sir Dave Brailsford. Brailsford now runs the incredibly successful Team Sky. In summary, the principle that Brailsford introduced was that if you could improve every variable underpinning or influencing your performance by just 1% then cumulatively you get a significant performance improvement or in the case of the British Cycle terms, an “aggregate of marginal gains”. The British Cycle Team has examined everything that impacts on bike speed and systematically looked to make improvements to equipment, technology, rider preparation, fitness, rider mindset, coaching and so the list goes on. The trick is being able to identify all these key variables and then from a marginal gains point of view being able to act on them in some way so as to make improvements and strive for performance excellence. Let me now discuss how this approach can be applied to a supply chain environment and in particular developing a B2B network to work seamlessly with trading partners around the world. B2B networks are incredibly complicated and many companies are unable to establish full B2B capabilities from day one. A better approach would be to take a step by step approach, ie onboard all trading partners to a single network first and ensure you can trade electronically with them. Then look at improving the people to people or collaboration across the supply chain, then look at automating specific business processes such as invoicing and perhaps introduce tools to provide end to end visibility. The introduction of each additional piece of functionality could be considered as taking a marginal gains approach to improving the overall efficiency of a B2B network and I have summarised this approach in the diagram below. Retailers can certainly benefit from adopting a marginal gains approach to improving their supply chain operations and given that trading partner engagement is a key part of today’s retail industry I thought for the purposes of this blog I would expand on how companies can use collaborative B2B solutions to improve trading partner engagement. I will expand on the other five improvement areas in a future blog entry. As discussed earlier, the retail industry is becoming increasingly omni-channel in nature and retailers are beginning to adopt ‘mobile first’ strategies to appeal to today’s consumer. Ensuring that store shelves remain full whilst at the same time trying to increase the number of inventory turns and improve service quality is becoming a difficult area to balance. Key to this is ensuring that retailers are able to work seamlessly with trading partners, whether suppliers, logistics providers or financial institutions. A recent OpenText sponsored study with IDC Manufacturing Insights found that many CPG based suppliers had a relatively low adoption of B2B technologies. In fact 94% of CPG companies that responded to the study said that they traded electronically with less than 50% of their trading partners. Anything that can help automate their business processes will help to strengthen the relationships with their customers, namely the retailers. Exchanging transactions electronically with trading partners is only one part of the equation, the other part is ensuring that you have a suitable environment for managing the people to people interactions across a supply chain. Retailers, and in fact companies in many other industries, face a constant challenge to manage their trading partner communities effectively and there are a number of issues, for example: There is no single source of supplier contact information Minimal automation of supplier setup and registration Continuing need to onboard suppliers faster, especially when entering new markets Reduce overall supplier onboarding and associated management costs Monitor supply chain risk & performance Overcome ERP and Master Data Management Integrity issues Embracing legal and regulatory compliance issues OpenText Active Community is an enterprise wide collaboration platform that helps companies improve the way in which they engage or collaborate with their trading partner community. By providing a web based collaboration platform that allows suppliers to update their own contact information as and when required helps to ensure that you can reach out to a supplier community in a more efficient manner. At the end of the day if a supplier wishes to do business with a retailer then it is in their own interest to at least make sure they are contactable. Active Community not only allows companies to keep up to date contact information about each and every supplier, it also provides a platform to send out regular communications to a trading partner community. We will be delivering a webinar in the near future which will go into more details about the key technical features of Active Community, but essentially the cloud based platform provides two key capabilities that allows retailers to collaborate effectively with their trading partner community: Supplier Registration: automates and accelerate the setup of new suppliers. Retailers will typically have hundreds or thousands of suppliers located in different parts of the world and ensuring that they can be onboarded as quickly as possible is important. Simplifying the supplier registration process helps to: Centralize the supplier management process and helps to simplify ongoing management and maintenance of a supplier community Reduce the time and cost associated with executing supplier registration processes Accelerate time to market which in turn improves market competitiveness and increases sales opportunities Reduce data errors by registering suppliers through an online collaborative approval process Information Management: helps to ensure that supplier information is available from a central hub and is kept up to date. It also allows suppliers to be segmented as required, for example which suppliers are EDI enabled, which suppliers are receiving purchase orders electronically etc. Providing a 360 degree view of supplier related information offers a number of benefits: Provides a holistic view of supplier information from a single contact database. Offers a fully configurable platform to reflect one or many business requirements as desired by a hub Improve data control by enabling the governance of self-service access to supplier information Synchronize data with back-office systems such as ERP and CRM Today’s retailers are under pressure to reduce costs and at the same time adapt their business models to meet constantly changing consumer demands. Adopting a marginal gains approach to managing a B2B environment and the associated trading partner community can help to better align a retail operation to the needs of the consumer market. Improving trading partner engagement is only one part of developing a marginal gains approach to establishing a B2B environment to support a business and I will expand on this concept in a future blog entry. In the meantime if you would like further information on Active Community then please visit our website.

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ON DIGITAL-First Fridays: It is a Network, Not a Chain

cloud safety

In the digital world the supply chain is not a chain, it’s a network. The network is made up of connections between businesses, suppliers, partners, and customers. The customer sits at the hub of this network, driving the supply chain, assembling goods and services from a variety of vendors. Participation is plug-and-play, with suppliers filling in gaps to deliver satisfying customer experiences. The customer experience is really only as good as the supply network that supports it. The “value chain” of the past has been replaced by the consumer’s “whole-life platform”. As part of this platform, consumers expect mass customization, same-day delivery, dynamic pricing, and real-time visibility. All of these expectations are impacting today’s supply chain (which is really a network). The full potential of Digital cannot be realized without reinventing the supply chain. In the digital world, supply networks are flexible, with fully integrated end-to-end processes and commerce. Low-cost suppliers and digital manufacturers have agility built into their production lines. Operations can scale rapidly—at a global level—so they are digitalized and run in the Cloud. New channels are used to serve new markets. The entire network is enriched through analytics and the Internet of Things (IoT). There is visibility at all nodes in the graph. Analytics move beyond contributing to supply chain optimization, revealing customer preferences and new paths to value. Better decisions can be made, so that better products and services can be delivered, faster. The IoT will streamline the exchange of data and commerce across the network, with Business-to-Business (B2B) integration operating as the collaborative platform for managing global business transactions, securely and compliantly. Every high-performing supply chain is essentially a dynamic digital network. Over the next few years, more than half of the Global 2,000s will re-design their supply chains into networks to support digital business. The IoT will play a central role not only in creating wired, intelligent, and instrumented supply networks, but also a global, connected network. I’ll examine how in more detail my next post in this series. For more thoughts ON DIGITAL, download the book.  

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Enterprise Challenge #41 Only 182 of my 360 Degrees are in Focus

digital disrupt webinar

Like so many words in the English language, the word visibility can mean different things depending on the context. The Oxford Dictionary defines visibility as the “state of being able to see or be seen.” For example, when we see a weather report, visibility is the distance at which objects can clearly be seen. But what does it mean when discussing the supply chain? In the supply chain context, we can “see” visibility in a couple of ways to support the goal of driving a more efficient supply chain. Supply chain visibility is the ability to see what is happening now—to know the status of each and every order, shipment and invoice—especially when the status is ‘red’ and needs risk mitigation, or if there is an untapped opportunity to pursue. This visibility allows an enterprise to make quick adjustments to keep their supply chain moving. For instance, a manufacturer in Detroit, Michigan can send a purchase order to its supplier in Japan, receive an electronic document that the item is out-of-stock, and immediately react by sending the purchase order to an alternative supplier in Brazil – all in just minutes. Armed with this information, businesses can effectively manage bottlenecks, plan for delays, and proactively manage customer expectations. In short, they can resolve issues before they have a negative impact on business performance. Without this visibility, it could take days to realize your stock of an item is about to be depleted with no replacement on order – resulting in lost sales because of disrupted production schedules or failure to meet customer demand. This scenario assumes digital exchange of information to speed transaction flow and enable automation. That is what OpenText does. We provide solutions that enable the digital exchange of information between buyers, suppliers and other supply chain partners. OpenText B2B Managed Services handles the complexity of connecting to trading partners of all sizes and digital capabilities. And OpenText Trading Grid—the largest B2B network in the world—provides the Cloud foundation for global information exchange. Supply Chain Visibility is also the ability to look back and analyze performance over time (which, in turn, provides the foundation to look forward and predict). Buying organizations need visibility into frequency of order errors or late deliveries by suppliers. These metrics provide the information needed to help identify potential problems in the supply chain and make adjustments. For example, consider a reliable supplier who has more recently been missing delivery deadlines and sending incomplete orders. The supplier’s change in behavior may indicate a need to change terms with the supplier or, if the behavior continues, may indicate the need to consider alternative suppliers. Without this visibility, you could miss a seasonal sales opportunity – again resulting in lost sales – because you are relying on a supplier who has trouble meeting deadlines. To help with this visibility, OpenText has added supplier performance metrics to OpenText Active Orders. Active Orders enables digitizing and automating supply chain processes with small and medium-size suppliers that are not ready or able to implement traditional EDI or B2B integration through a simple, intuitive web portal. Data from digital trading partners can also be captured, giving you a complete view of all suppliers. With metrics on supplier performance, manufacturers are able to manage underperforming trading partners—ultimately mitigating risk to business performance—and determine the most strategic trading partners to do more business with.  

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New Resolution for Retailers in 2016: Take Charge of Your Chargebacks


How many errors and chargebacks are going through your distribution centers or system unchecked during this holiday season? There’s a significant chance it’s more than you expect. Consider the cost incurred when shipments arrive on incorrectly stacked palets, ASNs arrive invalid or late, and cartons have unscannable barcodes. All of this can be costing you millions. Based on our insight into the retail industry and speaking with our customers, on average 2% of your retail sales revenue is offset by chargebacks. Say, for example, your annual sales revenue is $5 billion and 50% of that revenue is earned during the holidays. That means you are experiencing $50 million in errors and chargebacks every year. What’s your estimated total? If you don’t have a complete deduction management process then it’s likely to be much higher than your actual amounts. Some retailers have in-house or legacy processes to identify and assess their chargebacks while others don’t have an established process at all. In both cases, it’s extremely likely that errors are slipping through your distribution centers or systems. Not only are the errors unaccounted for but there are missed opportunities to notify vendors and avoid similar errors for future shipments. The benefits of a complete deduction management solution go far beyond the cost offsets. Better communication with vendors means a better working relationship and avoidance of similar errors down the road. By combining communication with more timely and accurate data, retailers can achieve better transparency with their vendors. This can further strengthen the retailer-vendor relationship and ensure that products arrive on floors without any cause for delay. Improve your vendor compliance program in 2016. See how Stage Stores achieved both compliance and collaboration with its vendors in a recent OpenText Success Story.

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The Holiday Evolution: Santa, Mercedes-Benz, UPS, Amazon… and EDI?

One of my favorite commercials each year is Santa climbing into his red Mercedes coupe, the viewers being asked, “How else do you think Santa delivers all those presents in one night?”  It’s clever marketing, even to those unlikely to get a Benz under the tree this year… or ever.  Of course, for those with young children, the ad may lead to some tough questions on how Santa does, in fact, deliver presents around the globe in one evening.  “Holiday magic,” maybe the simplest answer.  But there is more to it than that. It’s more apropos to think of UPS as Santa’s new network of sleighs.  If they were red, it would be spot on.  And has become the North Pole, where kids (and adults!) know everything under the Sun is available for purchase—with instant gratification.  It is difficult enough to wait until a holiday occasion to buy what we want with the ease and convenience of  When we do shop for the holidays, what can beat the selection, the lack of crowds, free 2-day shipping, and no hassle/no leaving the house return policies? Instead of listening for sleigh bells, the clatter of reindeer hooves on the roof, or the ho-ho-ho of Santa coming down the chimney, my children listen for the rumble of the UPS truck coming down the street, the squealing of the brakes.  Eyes light up with amazement… will it stop at our house, or the neighbors?  The anxiety of it all… and on an almost daily basis this close to the holidays.  Instead of sneaking around the house looking for gifts, or shaking the presents already under the tree, my daughter sizes up the Amazon box and ascertains a Kindle could fit perfectly in that box! The holidays have evolved.  Personally, I like it this way.  It’s convenient.  It’s simple.  But there is more to the evolution than meets the eyes of my children, and even for most adults.  It’s the complex network of transactions that take place to make holiday shopping and shipping so fast, so (relatively) error proof.  What’s really delivering those packages?  It’s EDI—electronic document interchange. EDI is the standard vehicle—Santa’s virtual sleigh—that ensures orders are placed, shipments are sent, goods are received, payments are made and received between manufacturers and retailers/e-tailers.  Without the automation and integration of transactions that make retail and e-commerce work on a global basis, there would be no gifts to buy, no orders to place, no shipments to receive.  EDI may have been around for decades, but with the speed of digital shopping today, it’s more important and relevant than ever.  Out of stocks and back orders are no longer acceptable.  We want our gifts now, so Santa’s elves better keep up, or we simply shop online somewhere else.  EDI powers global supply chains for all industries.  Even the Mercedes Benz in my favorite commercial was assembled and delivered with EDI powering a complex global network of suppliers, distributors, logistics providers and buyers. So when you visit the North Pole at, and when you see Santa’s brown UPS sleigh flying down the street—or even when you drive your car, be it a Mercedes or not—know that it’s EDI making it all work in the background, alongside Santa’s elves.  Discover more about how EDI and other B2B services make the holidays, automobiles, and every other type of supply chain work efficiently.

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Direct Messaging: Better Health Outcomes


Recently, Direct messaging has surfaced as the new technology for the electronic exchange of patient information. Think of Direct messaging as “email” for healthcare, with a healthy dose of prescribed steroids. Direct is like regular email but with additional security measures for healthcare ensuring that messages and information are only accessible to the intended recipient, as specified by the protection regulations of HIPAA. Direct Messaging is a standards-based, secure method of exchanging patient information and transitioning patient care between care providers. Not only does Direct provide electronic exchange of patient information, it can provide rich data derived from the content – in other words, it’s not just a flat “picture” of the content but includes metadata that makes the content meaningful and actionable. The metadata of a Direct message can include elements such as patient name, DOB, gender and other identifying elements that make a Direct message a healthier communication method. There are many benefits to adopting Direct messaging, all of which lead back to improving the quality of care for patients. SAVES YOU TIME Less time spent with paper records, more time spent caring for patients Better transition of patient care, closing the care gap between providers Avoids delays waiting for delivery of patient information via other delivery methods SAVES YOU MONEY Replaces fax machines with a more efficient, more secure communication method Comprehensive information sharing eliminates unnecessary or duplicate testing Meaningful Use 2 offers incentives to those providers who can attest to electronically transmitting between providers and avoid penalties for non-attestation INCREASES YOUR EFFICIENCY Assures a more complete communication between providers Aligns all members of a patient’s care team, across all care providers Enables more efficient structured, standards-based communication Expansion of Direct messaging has been identified as one of the top trends for 2016:  “Reliance on Direct exchange for secure, interoperable transfers of patient health information between and among providers for the purposes of care coordination will continue to grow.” As healthcare organizations turn to Direct messaging to electronically exchange patient information, they will look to do so in the most efficient manner possible, with as little disruption to their organization as possible. What if there was a single solution that provided Direct messaging whenever possible and faxing only when you need it? RightFax Healthcare Direct is the first fax server to combine fax and Direct messaging in a single solution: Direct messaging whenever possible and faxing only when you need it. This innovative solution leverages integrations between RightFax and your EMR systems to send and receive Direct messages, making patient information exchange an electronic, secure part of the continuity of care. Watch the webinar to learn more about RightFax Healthcare Direct.

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Drop Shipping Creates Opportunities and Challenges for Retailers

smart process applications

It is the busiest time of year for retailers as they focus on the final holiday shopping push.  To offer their customers a unique and wide assortment many retailers are expanding their drop ship/vendor direct channel to grow sales. This popular business model offers customers products that the retailer doesn’t stock, but can order from a distributor or manufacturer (supplier) and have it shipped direct to the consumer. This model helps the retailer because it doesn’t need to pre-order stock or store and manage items in their distribution/fulfillment centers. As you can imagine, retailers see a large increase in drop-ship orders during the holiday season. One OpenText customer is experiencing a 4x increase in these orders this holiday season. Drop ship, while a great business model, puts additional burden on the retailer and supplier to ensure transactions flow smoothly. Once the customer places the order on the retailer’s Web site, the retailer must place a corresponding order with the supplier with all the shipping information. And because the customer will want to know exactly when their order will be delivered, the supplier must provide all the necessary information so their customer knows the status of their order including tracking information that allows the customer to know exactly when their package is going to arrive. This is particularly important because the customer is placing the order with the retailer and it is the retailer’s responsibility to make sure the customer package arrives on-time and with the correct merchandise. OpenText provides retailers a complete solution for B2B integration that supports drop shipping – even supporting this process with non-digitally enabled suppliers through a web portal. With B2B integration, an online order from a customer can automatically generate an electronic order to the supplier, which the supplier can electronically acknowledge and accept. It should be noted that these are small individual orders – meaning that the value of the orders do not support manual processes for fulfillment. When the supplier ships the order to the customer, they can automatically generate and send the shipment information to the retailer, who can immediately use that information to update the customer confirming shipment and providing tracking information. In addition, OpenText provides visibility and proactive alerting that allows the retailer and supplier to be notified and take immediate action to correct any problems with a customer order.  This assures a smooth transaction flow from the retailer to supplier to their mutual customer. To learn more about B2B integration in Retail, you can read the whitepaper, Key Omnichannel Considerations for the Purchase Order Process.

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OpenText Discusses 2016 Supply Chain Technology Predictions with Santa Claus

Every year I manage to gain an audience with Santa to brief him on the latest trends that OpenText is seeing in the market. Last year I introduced Santa to OpenText’s Enterprise Information Management solutions and in previous years I have discussed the Internet of Things, Big Data Analytics, Cloud Computing and how Santa’s organization could take an outsourced approach to managing B2B transactions flowing across his global business and supply chain operations. Santa’s back end B2B network is affectionately known as the Present Distribution Network and all key trading partners including contract toy manufacturers and regional distribution partners are connected to this network. In addition, OpenText developed a direct integration with Santa’s ERP environment as well as integrate to SantaNet, Santa’s present ordering portal that the children of the world use to place their orders for presents. Santa’s IT department, mainly consisting of some bright elves from Norway, have also developed some mobile apps which connect to a GPS box and sensors aboard Santa’s sleigh. You may be wondering how Santa manages to store millions of presents on his sleigh, well, he uses a network of hundreds of present distribution hubs to replenish his sleigh as he travels around the world on the night of 24th December each year. As a reminder, Santa originally signed a B2B Managed Services contract in 2008 and since then he has deployed various B2B solutions and services from OpenText to support his operations around the world. OpenText is Santa’s official provider of Information Management Solutions. Moving to a hosted platform has completely transformed Santa’s procure to pay business and logistics related processes. Over the past seven years I have carefully recorded my meetings with Santa and documented my findings via my annual Santa blog. Even though the discussion last year was around the broader story from OpenText and how our Enterprise Information Management solutions could support other digital transformation initiatives across Santa’s business, I thought for this year I would provide Santa with an update on how digital transformation is likely to impact supply chains in 2016. During 2015, I have spent many hours looking at how new disruptive technologies are likely to impact global supply chains, from drones to 3D printing, robots to the Internet of Things, technology developments are moving incredibly fast. 2015 has really been about providing awareness of what these technologies are and how they can be used, but in 2016 I believe many of these technologies will become more pervasive across the enterprise and global supply chains. So, for this blog, I wanted to re-introduce some of these key disruptive technologies and explain to Santa how I believe they will be applied to global supply chains and of course explain to the big man himself how they could benefit his operations at the North Pole and across the world. Santa has already deployed an ‘Internet of Santa’s Things’ Platform which has transformed his present related distribution activities. As with any connected device, a connected sleigh has brought many benefits, not just in being able to proactively replenish onboard present inventory levels but also to apply predictive maintenance techniques to some of the more secret components that make up Santa’s sleigh. There is actually a lot more technology that goes into designing Santa’s sleigh than meets the eye! Santa’s sleigh was the first ‘thing’ to be connected to the present delivery network hub however Santa’s team of elves have identified many other things that will be connected to the platform over the coming months. Many analyst firms are predicting billions of devices being connected to Internet of Things platforms around the world, what they haven’t taken into account are the additional billions of devices across Santa’s end to end supply chain! The diagram below provides a very simplistic block diagram overview of Santa’s IoT platform. So let me now recap my three hour conversation with Santa, highlighting how new technologies will start to impact global supply chains in the future and, of course, how this technology could potentially be used across Santa’s operations. Where possible I have included links to other blogs that may provide deeper insights into some of the concepts being discussed. 1. Supply Chain Analytics One of the biggest growth areas in 2016 will be how companies start to deploy analytics based technologies across their business and end to end platforms, this is a subject that I recently blogged on. Until recently, companies have been obtaining and archiving many different data points, but I think 2016 will see more focus on what can be done with this information, how it can be archived, mined and acted upon to improve the efficiency of tomorrow’s business environments. 2016 will also see significant growth in the adoption of executive dashboards which take information stored in a Big Data archive and present in such a way that companies can immediately see the ‘pulse’ of their business operations. Two years ago I introduced ‘SantaPad’ to Santa’s operations, an Apple iPad based tool that allowed Santa to monitor key KPIs across his business. I have included a more up to date screen shot below of Santa’s current Executive Information System (EIS), a platform that is available on multiple devices and it allows Santa to remain ‘connected’ to his operation irrespective of where he may be travelling around the world. The EIS is very graphical in nature and it not only presents key business KPIs but it also monitors all transactions coming in via the SantaNET present ordering portal. So in 2016, I would expect to see explosive growth in executive dashboards to help companies make more informed decisions relating to analytics based information coming into their business. 2. Supply Chain Visibility Improving end to end supply chain visibility or providing a 360 degree view of business operations has been a goal of many companies in recent years. If you can achieve more pervasive, end to end visibility across a trading partner community then it can bring significant benefits to how a supply chain operation is run. Whether you are looking to obtain better visibility of customer shipments or monitor the lifecycle of an order based transaction moving across a procure to pay process, I believe 2016 will see further growth in this aspect of supply chain management. Over the last five years, numerous mobile devices have been brought to the market but it is now the wearable devices that are starting to gain interest across enterprises around the world, and Santa’s operation is no different. In early 2015, Apple introduced their watch to the market and I wrote a blog to highlight how I thought it could be used across the enterprise. Again, 2015 has been about understanding what this technology can do. In 2016, I believe we will start to see more wearable devices such as the Apple Watch being deployed across the extended enterprise. In the same way that Bring Your Own Device (BYOD) strategies have changed how employees connect to enterprise resources, I believe this will be the same case for connected, wearable devices. Santa has always had a good relationship with Apple, not only because he is effectively the largest distributor of its technologies in the world, but his elves get access to early prototypes of Apple concept models. The same is true for the Apple Watch and Santa’s team of app developers have managed to port the SantaNET EIS onto the Apple Watch. Same look and feel as if you were viewing on a Laptop PC or tablet device, but presented in a simpler, cut down user interface. The screenshot below shows the version of the EIS as worn by Santa. So in 2016, Wearable devices such as Apple’s Watch will start to see faster adoption across supply chain operations. To give you an idea of how Apple’s Watch could be used to view B2B transaction based information, please take a look at this earlier blog entry. Another example of where wearable technologies could be used across a supply chain environment, is with Microsoft’s HoloLens. I recently posted a blog discussing how HoloLens could provider deeper insights into B2B transactions flowing across a business. I explained to Santa that the headset-based technology could help his elves keep track of supply chain shipments and B2B transactions moving across his global supply chain operations. The image below shows a small part of the supply chain transactions moving across Santa’s Present Delivery Network and, in particular, the B2B transactions being exchanged with both toy suppliers and Santa’s global network of contract toy manufacturing hubs in EMEA and North America. Microsoft’s HoloLens brings together the virtual and real world environments so that more informed decisions can be made. It also allows transaction-based information to be viewed in a more human friendly manner. With Google expecting to release another version of Glass I expect enterprise interest in wearable devices to pick up considerably in 2016. 3. Supply Chain Process Automation Supply chains embrace many different business processes, from procure to pay, order to cash, reverse logistics and drop ship related warehouse processes. Managing the orchestration of supply chain related B2B transactions can be one of the most time consuming aspects of enabling a trading partner community. Given that most companies typically have all their business processes mapped out in some way, I think, in 2016 we will see more companies deploy Business Process Monitoring tools to help bring more control to supply chain processes and ensure that B2B transactions move across a business according to predefined process flows. Being able to choose a process flow to introduce to a business and then have all B2B transactions follow the selected process from end to end will help to streamline supply chain operations. I provided Santa with a very simple example, actually based on a Forbes related article that I contributed towards earlier this year. The image below highlights a closed loop spare parts ordering process, whereby a connected device, in this case Santa’s sleigh, is able to actually raise its own B2B transaction and initiate a procure to pay process by itself. The enabler to this, of course, is advanced analytics combined with various sensors monitoring all key components inside Santa’s sleigh. As time is the main enemy of Santa, and he only has one Sleigh to deliver all his presents, any potential downtime can severely impact his present delivery operations. The example below supports a predictive maintenance scenario for Santa’s sleigh. Sensors onboard the sleigh detect when a problem is likely to occur. The sleigh automatically raises an EDI transaction which is sent back to the Present Delivery Network using the MQTT protocol, an open sourced communication protocol to support Internet of Things connected devices. The network would then send the order transaction via OFTP2 to an external supplier who would then ship the replacement part to the nearest sleigh maintenance centre to Santa’s location in the world. Santa thought that the concept was quite interesting as it tied together predictive analytics, IoT and a spare parts ordering process. So, in 2016, I think we will see more B2B transactions being more tightly aligned with business process monitoring solutions and information from IoT connected devices to help support the introduction of more closed loop business processes. Dare I say we may see more intelligent digital supply chains being introduced in 2016? 4. Supply Chain Logistics One of the biggest growth areas in 2016 for the logistics and transportation sector will be the introduction of drone-based delivery services. Amazon is certainly pioneering the introduction and application of drone-based delivery networks, however, at the same time it has opened up a number of issues associated with government regulations related to how these drones are operated. Third Party Logistics (3PL) providers such as DHL are starting to look at how drones can be used across a supply chain network, especially in situations where so called ‘last mile’ deliveries have to be made. There are various research efforts being carried out by companies to develop other forms of drone devices including autonomous vehicles which can be driven remotely to an end customer, for example, Daimler’s truck operation recently carried out tests on a fully autonomous truck. I certainly believe that 2015 has been the year of experimentation for drone based technologies but in 2016, subject to regulatory bodies approving the testing of drone based logistics ‘airways’, I think we will start to see this technology being used across short distance delivery networks. Given the exponential growth in the younger generation, I explained to Santa that a drone based delivery network could be deployed across his operations to help with expedited shipments of presents around the world. Santa has already been working with the US DARPA research agency to understand how he can embrace a ‘swarm’ of drones to help him deliver presents around the world. This would include micro drones that could be despatched from his sleigh to deliver presents on to the door steps rather than being thrown down dusty old chimneys! In addition to drones, another form of disruptive technology that is likely to impact logistics networks, are 3D printers. In some cases 3D printers could actually see the introduction of ‘zero length’ supply chains. Clearly, we won’t see logistics networks vanishing overnight because products can potentially be 3D printed on demand, the application of 3D printers is somewhat limited in terms of the type of parts that can be manufactured. Yes, some companies such as Local Motors in North America hope to launch the world’s first commercially available 3D printed car in the near future, but 3D printing seems to be finding its niche in the 3D printing of replacement parts in the maintenance sector. So, in Santa’s case, I highlighted that a strain gauge sensor on one of the runners of his sleigh detects a crack, this information is sent via the 4G LTE wireless connection to the nearest sleigh maintenance hangar and a new runner is 3D printed so that it can be immediately fitted as soon as Santa arrives at the location of the maintenance hangar. Children simply assume that Santa flies around the world non-stop but there is a very complex maintenance and support infrastructure monitoring his journey around the world. When combined together, IoT, predictive analytics and 3D printing could potentially transform the service support sector. In 2016, I believe 3D Printing will start to see faster adoption across the aftermarket service sector than any other manufacturing sector. 5. Supply Chain Compliance The final area which I think will impact supply chains in 2016 is increased regulatory compliance. Only last week world leaders at the climate talks in Paris agreed a plan to try and limit global warming by 2 degrees for the remainder of this century. This means that the 195 countries that signed up to this initiative will need to introduce tougher carbon emissions regulations and this will force the introduction of greener or more sustainable supply chains. From a supply chain point of view companies can make a significant contribution to the reduction in carbon-based emissions by simply removing paper-based transactions from their global supply chain and logistics networks. I recently posted a blog highlighting the significant benefits that can be obtained by automating manual, paper-based business processes. In 2016, I expect to see a stronger emphasis on supply chain related sustainability programs being introduced to support broader Corporate Social Responsibility initiatives. Fortunately, Santa has already automated many of the business processes across his operations but there are still pockets of manual-based activities across his global operations that could be automated still further. The SantaNET present ordering portal has been the single biggest contributor to the reduction in paper flowing across Santa’s operation. Not only has it removed tons of paper and envelops from his operations but process automation has also significantly increased the number of ‘perfect present orders’ being distributed to the little children around the world. Santa committed to setting up a sustainability task force in 2016. The final area that I think will impact supply chains in 2016, are the new EU data privacy laws. As many companies are moving ahead and deploying cloud-based business platforms, being able to inform customers of exactly where their data is being hosted is going to almost become a condition of doing business in 2016. An increased focus on data sovereignty will need to be embraced across cloud based information management environments of the future and this presents an interesting challenge for many companies that rely on US hosted cloud vendors. Needless to say that I reassured Santa that OpenText could support the data sovereignty requirements of his global operations, especially as OpenText has data centres located across the major business hubs around the world. In fact at OpenText’s Enterprise World 2014 event we announced the OpenText Cloud Bill of Rights: We will not lose your data, You own your content, We will not spy on you, We will not sell your data, We will not withhold your data and finally you can locate your data where you want it. So, next year is going to be interesting, how many of the predictions that I have made in this blog post will become reality? One thing is for sure, Santa certainly liked what he heard and, as expected, he is already in discussions with his team of elves to implement most of these before the next holiday season arrives! Let me just recap on the supply chain predictions for 2016: Significant growth in the use of analytics-based executive dashboards to help companies make more informed decisions across their supply chain operations Wearable devices will start to be introduced across the enterprise which will offer increased transparency and help to mobilize supply chain operations B2B transactions will be more tightly aligned with business processes and information from IoT connected devices to help support the introduction of more closed loop business processes Subject to regulatory approval, we will start to see drones being used across short distance delivery networks 3D Printing will start to see faster adoption across the aftermarket service sector than any other part of the manufacturing industry Stronger emphasis on supply chain related sustainability programs to support broader Corporate Social Responsibility initiatives. Increased requirement to adhere to regional data sovereignty procedures & regulations So, that just leaves me to say Happy Holidays and Best Wishes for 2016!  

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3 Great Seminars Put a Bow on 2015

2015 has been another busy year for OpenText Live, our technical webinar series. After 64 presentations and over 10,000 registrants, we’re ready to close out the calendar year with three more sessions designed to help you get more out of your OpenText solutions. Tomorrow, OpenText eDOCS Product Manager Larry Roy will show how OpenText InfoFusion and Business Intelligence can help customers harness and extract value from their unstructured information within eDOCS DM. On December 8, we’ll introduce and provide an overview of our brand new RightFax Healthcare Direct solution, which provides a way for caregivers to securely share and communicate patient information across their networks through integration with Electronic Medical Records systems. Finally, on December 10, we’re happy to have OpenText partner Formark present its Meeting and Agenda Management solution for Content Server. We’re all familiar with the juggling act needed to balance our workloads with meetings and other deadlines. Formark has found a way to help you manage your meetings and yield insight into meeting topics and outstanding action items using OpenText Content Intelligence and Content Server. It should be a great session. Those may be our final webinars for 2015, but you can always look through our collection of recorded presentations in the Knowledge Center*. Whether you’re hearing about OpenText Live for the first time, or just want to catch up on some of the sessions you’ve missed, I highly recommend a quick look through the archive. In fact, here is a list of our top 10 webinars from 2015 and the links to their location in our archive: What’s New in OpenText Content Suite 10.5 SP1 What’s New in OpenText Enterprise Connect and Office Editor 10.5.2 Introducing the OpenText Content Suite Viewer Upgrading OpenText Content Server – Part 1: Planning and Process What’s New in Content Server 10.5 SP1 Introducing OpenText Core OpenText eDOCS DM Product Update, and Tips and Tricks Upgrading Content Server – Part 2: Best Practices in a Production Environment Tips for Upgrading to eDOCS DM 10 OpenText Media Management 10.5 Overview We hope you’ve found the 2015 slate of webinars interesting and educational. The 2016 schedule is currently being formulated—if you’ve got suggestions for future sessions, please reach out to us by emailing We’re always looking for valuable, original, technical content that can help you succeed with your OpenText implementation. *Knowledge Center access requires a valid customer log in ID. If you’re an OpenText customer without Knowledge Center access, make sure you get it! You’ll find plenty of useful information, including product documentation, case studies, step-by-step manuals and more.

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OpenText to Attend Odette 2015 in Munich


It’s that time of year again when the B2B, EDI, and supply chain professionals from across the automotive industry descend on the Odette conference. Odette has received over 300 registrations for this year’s event which is being held on the 30th November and 1st December at the Holiday Inn Hotel in Munich, Germany. I have attended many Odette conferences over the years and I have always found the conference to offer a mix of high quality presentations from automotive industry professionals who can offer real world insights into how they are addressing key B2B and supply chain related challenges across their respective businesses. Over the past 12 months there has been an exponential growth in interest in new disruptive digital technologies and how these will impact the enterprise. It is no surprise therefore that the theme of this year’s Odette conference is Innovative Technologies for an Agile Supply Chain. OpenText will have a presence at the conference this year and we will have a stand (16) in the expo hall where we will be focusing on how: B2B Analytics helps to obtain deeper insights into trading partner performance, allowing more informed business decisions to be made ERP Integration allows externally sourced B2B transactions to flow seamlessly into automotive production systems Mobilizing B2B applications provides a greater level of transparency across the automotive supply chain In addition, I will be presenting in one of the session tracks, the subject of my presentation will be ‘How Digital Disruption will Impact Future Automotive Supply Chains’, on Tuesday 1st December at 09:45 CET. I will be taking delegates on a twenty minute journey through the supply chain related applications for disruptive technologies such as 3D printers, wearable devices and the Internet of Things. I will also briefly discuss the importance of establishing a centralized approach to managing enterprise information so that more informed business decisions can be made. If you are already attending the conference then please visit OpenText on stand 16 where we will be happy to discuss how our B2B and Enterprise Information Management solutions can help to enable the digital world. You can also prebook an appointment to meet with OpenText at the conference. If you have not yet registered for the conference then registration details are available directly from the Odette website. We look forward to seeing you in Munich!

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How Microsoft’s HoloLens Could Enhance Future Business Networks

During my time at OpenText and GXS I have posted a few blog entries relating to disruptive technologies and how they could impact future B2B environments. In July 2007 I posted a blog on how smart mobile devices such as Apple’s iPhone could help to mobilize B2B platforms, I followed this blog up with a recent post relating to Apple’s Watch, then there was Google Glass and its role in supporting logistics and maintenance teams across a manufacturing operation. I have even discussed how Augmented Reality could form the basis of a new shipment visibility platform. So continuing the tradition of discussing disruptive technologies, I thought I would take a look at how Microsoft’s HoloLens could potentially transform tomorrow’s Business Network and supply chain environments. In July 1992 I was submitting my Masters degree dissertation on how Virtual Reality (VR) could impact future design offices and here I am today, twenty three years later discussing Augmented Reality and how this could potentially transform tomorrow’s enterprise systems. When I was at Cranfield University there were many research projects being under taken in the areas of 3D printing, or stereolithography as it was known back then, and VR, two technologies that are gaining increasing interest across today’s manufacturing companies. HoloLens, shown below, is slightly different to VR based headsets such as Oculus Rift in that they overlay or augment real world environments with computer graphics, whereas VR headsets tend to be 100% computer graphics based, or fully immersive environments. Image Source: Microsoft HoloLens has been receiving some significant press in recent weeks, showing for example a very cool demonstration based around the Mindcraft game which was overlaid across a table top and the user could interact with the game in true 3D. Another HoloLens demonstration uses the headset as part of a design review process, in partnership with Autodesk’s 3D design solution. This is actually a very similar use case to one that I discussed in my dissertation from 1992. Last week Microsoft and Volvo Cars announced that they were working together to introduce HoloLens across various aspects of Volvo’s business. The image below shows how consumers visiting a Volvo dealership could collaboratively use HoloLens to review the latest safety devices associated with one of Volvo’s most recent vehicles. Image Source: Microsoft Now from a supply chain point of view, one of the challenges that companies face today is improving end-to-end visibility of not just shipments but also transactions. Today, there is also a high demand for supply chain or trading partner related analytics, something that OpenText announced earlier this year for our Trading Grid platform. We have over 16 billion transactions flowing across our Trading Grid platform every year, a lot of information that could potentially be mined and put to use by supply chain management teams around the world, but what is the best way to view and analyse this type of transactional based information? Well there are a number of mobile and cloud based solutions available, however in some cases you need to be a supply chain or procurement expert to be able to interpret this EDI based information. EDI based technologies have been around since the early 1970s and it is one of the oldest enterprise technologies in use today, despite many rumours over the years, EDI is not going to go away anytime soon!, in fact we are continuing to see transactions increase in volume on our network, year on year. This is perfectly illustrated by an interview I gave to Automotive Logistics magazine earlier this year. Now could EDI and HoloLens be the perfect marriage of established and emerging enterprise based technologies? How could HoloLens be used across a Business Network? Well I thought I would pull together some thoughts in this blog to try and highlight where I believe HoloLens could be integrated to a Business Network. I will say now that the concepts discussed below, as with my recent Apple Watch post, are my ideas and OpenText is not working on such a project. So the primary goal of HoloLens is to overlay real world environments with interactive and highly graphics intensive augmented environments. Now EDI has never been known as a graphics based environment, so what I want to do here is paint a vision for how trading partner communities and their associated transactions could be viewed, manipulated and analysed within a HoloLens based environment. I would see this as part of a next generation Business Network, one that is more visual in nature than today’s Business Networks and as we start to embrace Big Data and analytics across global supply chains, there will be a growing need to find ways of visualizing and interacting with more and more supply chain information in the future. So let me now discuss a use case for HoloLens in relation to its use across B2B and supply chain management platforms. So we shall start by applying computer graphics to our real world environment, this provides the Augmented Reality experience that HoloLens is built on. In this case I am standing in front of a boardroom table with my HoloLens headset on and I am now ready to interact with a virtual representation of our Trading Grid infrastructure. I will now overlay a white grid onto the boardroom table, this will essentially create a virtual representation of our Trading Grid environment to allow me to be able to review the trading partner community across my supply chain and analyse transactions flowing across it. “Overlay Trading Grid on Conference Table” Next, I will overlay a 3D representation of key participants or trading partners in our supply chain.  On the left hand side we have an internal enterprise showing a 3D representation of an HQ building along with a North American and European based factories.  On the right hand side we can see three key suppliers providing parts to the two factories. “Display Key Trading Partners to US and EMEA Factories” The next stage is to then run a simulation of transactions flowing across the supply chain. In reality this is what happens across our Trading Grid network except the EDI transactions are flowing between mailboxes which represent each trading partner in the community.  The EDI transactions are also in a specific format, in the example below we are reviewing a few ANSI based EDI transactions, the Purchase Order, Invoice and Advance Ship Notice. There are many other transactions used as part of a typical procure-to-pay process but I wanted to use a smaller set here to explain the concept. Within HoloLens you would see the transactions actually moving or animating their way between trading partners, you could instruct HoloLens to show all transactions from a particular day or week or a specific time period when perhaps there was some form of supply chain disruption.  HoloLens could be used in this case to review the historical transaction flows to see how they impacted the supply chain. “Run Transactions from 15th November 2015” Now at any time, I can interact with the 3D models representing the trading partners or select and review the contents of a transaction being processed.  In the example below, merely pointing at a transaction, in this case a purchase order being sent to ‘Supplier 1’, I can review the contents of the purchase order in a more user friendly way, rather than the machine readable format used by EDI platforms. This could help to transform transaction visibility and how users interpret information flowing across our supply chain. “Display Purchase Order to Supplier 1” Now I have only scratched the surface here, as I have highlighted a very simple use case around a trading partner and transaction based scenario, but hopefully you can see the potential of HoloLens in relation to a Business Network.  So far in this blog, I have highlighted one area where HoloLens could enhance future Business Networks, let me briefly discuss a few other areas: Being able to review 3D based visualizations of any form of analytics based information across the virtual model of the supply chain Ability to run ‘what if’ scenarios across the virtual supply chain model, for example if a new plant is opened in China and a company needs to connect new Chinese trading partners to their Business Network, what impact will this have on the volume of B2B transactions?, we could add the trading partners and run the transaction flow simulation in HoloLens It could transform how companies collaborate with their trading partners, for example you could have virtual representations of trading partners in HoloLens and you can discuss the supply chain or a Business Network issue in a shared, collaborative space Support pickers as they navigate their way around huge warehouses, HoloLens could be used to direct the pickers to the exact location in the warehouse where goods could be found It will allow supply chain information to become more pervasive across the enterprise, for example senior executives could take part in supply chain review meetings as the information presented in the HoloLens environment would be easier to access and understand than through a traditional B2B platform HoloLens could be used to link in with other supply chain processes, for example predictive maintenance scenarios where Internet of Things connected devices could be represented in the virtual supply chain environment Extending this further, what if users in the future could integrate two different HoloLens environments together, for example applying some of the information visualization techniques discussed in this blog and integrating to a SAP HANA based HoloLens platform. Looking at how the impact of supply chain changes affect downstream enterprise systems such as ERP, would bring a deeper level of visibility to enterprise information moving across the business HoloLens, in partnership with Internet of Things based technologies, could be used to look at a virtual representation of a warehouse or IoT enabled vending machine for example and inventory levels could be reviewed in real time In addition to reviewing transaction flows in HoloLens you could also review the associated shipments being transported by 3PL providers. It is one thing running a simulation of transaction flows, but being able to watch shipments as they leave their point of manufacture and proceed to their point of delivery across a virtual model of a supply chain with 3D models of lorries, trains, planes and ships presented in HoloLens could be quite powerful I appreciate that some of these ideas may appear conceptual in nature, but disruptive technologies such as Microsoft’s HoloLens potentially takes us a step closer to making these concepts become a reality. ‘HoloLens B2B’, this is exactly the type of technology that could help attract the next generation of young business professionals into the supply chain industry.

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