e-Business 2.0; Roadmap for Success (PDF)

 Table of Contents Copyright................................................................................................................................ 1 Foreword................................................................................................................................ 3 Preface.................................................................................................................................... 5 Chapter 1. Moving from e-Commerce to e-Business................................................................ 9 What to Expect................................................................................................................................................................................................................................ 9 Are You Ready?.............................................................................................................................................................................................................................. 10 Linking Today's Business with Tomorrow's Technology.............................................................................................................................................................. 11 Defining e-Business: Structural Transformation.......................................................................................................................................................................... 13 Challenging Traditional Definitions of Value................................................................................................................................................................................ 16 Engineering the End-to-End Value Stream: e-Business Webs.................................................................................................................................................... 20 Harvesting the Partnerships: e-Business Core Competencies..................................................................................................................................................... 22 Creating the New Technoenterprise: Integrate, Integrate, Integrate.......................................................................................................................................... 24 Needed: A New Generation of e-Business Leaders....................................................................................................................................................................... 27 Memo to the CEO.......................................................................................................................................................................................................................... 28 Endnotes........................................................................................................................................................................................................................................ 29 Chapter 2. Spotting e-Business Trends.................................................................................. 31 What to Expect............................................................................................................................................................................................................................... 31 Trends Driving e-Business............................................................................................................................................................................................................ 33 Customer-Oriented Trends........................................................................................................................................................................................................... 34 e-Service Trends............................................................................................................................................................................................................................ 38 Organizational Trends................................................................................................................................................................................................................... 42 Employee Megatrends................................................................................................................................................................................................................... 44 Enterprise Technology Trends...................................................................................................................................................................................................... 45 General Technology Trends........................................................................................................................................................................................................... 47 What These 20 Trends Have in Common..................................................................................................................................................................................... 51 Memo to the CEO........................................................................................................................................................................................................................... 51 Endnotes........................................................................................................................................................................................................................................ 52 Chapter 3. Digitizing the Business: e-Business Patterns........................................................ 54 What to Expect.............................................................................................................................................................................................................................. 54 e-Business Patterns: The Structural Foundation.......................................................................................................................................................................... 55 The e-Channel Pattern.................................................................................................................................................................................................................. 60 The Click-and-Brick Pattern......................................................................................................................................................................................................... 64 The e-Portal Pattern...................................................................................................................................................................................................................... 68 The e-Market Maker Pattern......................................................................................................................................................................................................... 71 The Pure-E "Digital Products" Pattern......................................................................................................................................................................................... 72 Memo to the CEO........................................................................................................................................................................................................................... 77 Endnotes........................................................................................................................................................................................................................................ 79 Chapter 4. Thinking e-Business Design: More than Technology........................................... 80 What to Expect.............................................................................................................................................................................................................................. 80 The Race to Create Novel e-Business Designs.............................................................................................................................................................................. 82 Step 1: Self-Diagnosis.................................................................................................................................................................................................................... 83 Step 2: Reverse the Value Chain................................................................................................................................................................................................... 85 Step 3: Choose a Focus.................................................................................................................................................................................................................. 86 Step 4: Execute Flawlessly............................................................................................................................................................................................................ 89 Lessons from e-Business Design................................................................................................................................................................................................... 99 Memo to the CEO........................................................................................................................................................................................................................ 100 Endnotes....................................................................................................................................................................................................................................... 101 Chapter 5. Constructing the e-Business Architecture: Enterprise Apps............................... 102 What to Expect............................................................................................................................................................................................................................. 102 Trends Driving e-Business Architecture..................................................................................................................................................................................... 104 Problems Caused by Lack of Integration..................................................................................................................................................................................... 107 The New Era of Cross-Functional Integrated Apps.................................................................................................................................................................... 109 e-Business Architecture = Integrated Application Frameworks................................................................................................................................................ 120 Memo to the CEO......................................................................................................................................................................................................................... 123 Endnotes...................................................................................................................................................................................................................................... 124 Chapter 6. Integrating Processes to Build Relationships: Customer Relationship Management 125 What to Expect............................................................................................................................................................................................................................. 125 The Basics of Customer Relationship Management................................................................................................................................................................... 126 The New CRM Architecture: Organizing around the Customer................................................................................................................................................. 131 Integration Requirements of the Next-Generation CRM Infrastructure................................................................................................................................... 138 Next-Generation CRM Trends..................................................................................................................................................................................................... 141 A Roadmap for Managers............................................................................................................................................................................................................ 144 Memo to the CEO......................................................................................................................................................................................................................... 147 Endnotes...................................................................................................................................................................................................................................... 148 Chapter 7. Transforming Customer Contact into Revenue: Selling-Chain Management...... 149 e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  What to Expect............................................................................................................................................................................................................................. 149 The Basics of Selling-Chain Management................................................................................................................................................................................... 150 Business Forces Driving the Need for Selling-Chain Management............................................................................................................................................ 157 Technology Forces Driving the Need for Selling-Chain Management....................................................................................................................................... 159 The Universal Business Problem: Managing the Order Acquisition Process............................................................................................................................. 163 Elements of Selling-Chain Infrastructure................................................................................................................................................................................... 165 Case Studies in Selling-Chain Management............................................................................................................................................................................... 170 Memo to the CEO......................................................................................................................................................................................................................... 173 Endnotes...................................................................................................................................................................................................................................... 174 Chapter 8. Building the e-Business Backbone: Enterprise Resource Planning..................... 175 What to Expect............................................................................................................................................................................................................................. 175 The Basics of Enterprise Resource Planning............................................................................................................................................................................... 177 ERP Decision = Enterprise Architecture Planning..................................................................................................................................................................... 184 ERP Use in the Real World: Three Case Studies........................................................................................................................................................................ 186 ERP Implementation: Catching the Bull by the Horns.............................................................................................................................................................. 190 ERP Architecture and Toolkit Evolution..................................................................................................................................................................................... 193 Memo to the CEO......................................................................................................................................................................................................................... 195 Endnotes...................................................................................................................................................................................................................................... 196 Chapter 9. Implementing Supply Chain Management and e-Fulfillment.............................. 197 What to Expect............................................................................................................................................................................................................................. 197 The Basics of Supply Chain Management................................................................................................................................................................................... 199 Internet-Enabled SCM................................................................................................................................................................................................................ 203 e–Supply Chain Fusion............................................................................................................................................................................................................... 209 Management Issues in e–Supply Chain Fusion.......................................................................................................................................................................... 211 The Continuing Evolution of e–Supply Chains........................................................................................................................................................................... 213 A Roadmap for Managers............................................................................................................................................................................................................ 219 Memo to the CEO........................................................................................................................................................................................................................ 220 Endnotes...................................................................................................................................................................................................................................... 221 Chapter 10. Demystifying e-Procurement: Buy-Side, Sell-Side, Net Markets, and Trading Exchanges........................................................................................................................... 223 What to Expect............................................................................................................................................................................................................................ 223 Evolution of e-Procurement Models........................................................................................................................................................................................... 224 Evolution of Procurement Processes.......................................................................................................................................................................................... 233 e-Procurement Infrastructure: Integrating Ordering, Fulfillment, and Payment..................................................................................................................... 237 e-Procurement Analysis and Administration Applications....................................................................................................................................................... 240 Marketplace Enablers.................................................................................................................................................................................................................. 242 A Roadmap for e-Procurement Managers.................................................................................................................................................................................. 245 Memo to the CEO......................................................................................................................................................................................................................... 251 Endnotes...................................................................................................................................................................................................................................... 252 Chapter 11. Business Intelligence: The Next Generation of Knowledge Management.......... 253 What to Expect............................................................................................................................................................................................................................ 253 Evolution of Knowledge Management (KM) Applications......................................................................................................................................................... 254 Elements of Business Intelligence Applications......................................................................................................................................................................... 260 Business Intelligence Applications in the Real World................................................................................................................................................................ 267 Technical Elements of the Business Intelligence Framework.................................................................................................................................................... 270 Core Technologies: Data Warehousing....................................................................................................................................................................................... 272 A Roadmap for Managers............................................................................................................................................................................................................ 274 Memo to the CEO........................................................................................................................................................................................................................ 275 Endnotes...................................................................................................................................................................................................................................... 276 Chapter 12. Developing the e-Business Design: Strategy Formulation................................. 278 What to Expect............................................................................................................................................................................................................................ 278 Moving Physical to Digital: The Case of OfficeMax.................................................................................................................................................................... 279 Roadmap to Moving Your Company into e-Business................................................................................................................................................................ 280 Case Study of e-Business Design in Action: E*TRADE.............................................................................................................................................................. 298 Memo to the CEO........................................................................................................................................................................................................................ 301 Endnotes...................................................................................................................................................................................................................................... 302 Chapter 13. Translating e-Business Strategy into Action: e-Blueprint Formulation............ 304 What to Expect............................................................................................................................................................................................................................ 304 Setting the Stage for e-Blueprint Planning................................................................................................................................................................................. 306 Basic Phases of e-Blueprint Planning.......................................................................................................................................................................................... 311 Communicate, Communicate, Communicate............................................................................................................................................................................. 325 The Serious Business of e-Business Blueprint Planning............................................................................................................................................................ 326 Memo to the CEO........................................................................................................................................................................................................................ 329 Endnotes...................................................................................................................................................................................................................................... 330 Chapter 14. Mobilizing the Organization: Tactical Execution............................................... 331 What to Expect............................................................................................................................................................................................................................. 331 Roadmap to Tactical Execution.................................................................................................................................................................................................. 332 Tactical e-Project Management.................................................................................................................................................................................................. 334 e-Development Process............................................................................................................................................................................................................... 338 Infostructure Management......................................................................................................................................................................................................... 349 e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  Adoption Management................................................................................................................................................................................................................ 354 Measurement for Learning and Improvement........................................................................................................................................................................... 355 Memo to the CEO........................................................................................................................................................................................................................ 355 Endnotes...................................................................................................................................................................................................................................... 356 e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  Copyright Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and Addison-Wesley was aware of a trademark claim, the designations have been printed in initial capital letters or in all capitals. The authors and publisher have taken care in the preparation of this book, but make no expressed or implied warranty of any kind and assume no responsibility for errors or omissions. No liability is assumed for incidental or consequential damages in connection with or arising out of the use of the information or programs contained herein. The publisher offers discounts on this book when ordered in quantity for special sales. For more information, please contact: Pearson Education Corporate Sales Division One Lake Street Upper Saddle River, NJ 07458 (800) 382-3419 <[email protected]> Visit AW on the Web:http://www.awl.com/cseng/ Library of Congress Cataloging-in-Publication Data Kalakota, Ravi. e-Business 2.0 : roadmap for success / Ravi Kalakota and Marcia Robinson. p. cm.—(Addison-Wesley information technology series) Rev. ed. of e-Business. c1999. Includes bibliographical references and index. ISBN 0-201-72165-1 1. Electronic commerce. I. Robinson, Marcia, 1964–II. Kalakota, Ravi. E-Business. III. Title. IV. Series HF5548.32.K348 2000 658.8'4—dc2100-048518 Copyright © 2001 Addison-Wesley All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form, or by any means, electronic, mechanical, photocopying, recording, or oth- erwise, without the prior consent of the publisher. Printed in the United States of America. Published simultaneously in Canada. Text printed on recycled paper x e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  1 2 3 4 5 6 7 8 9 10 — MA — 0403020100 First printing, November 2000 Dedication This book is dedicated to: Shelby and Jaima —MMR Vijay and Vinod —RK Copyright xi e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved. Licensed by Wayne Neyland III 2921921  Foreword New Business Models and the Creation of Wealth Throughout the twentieth century, wealth was created by the integrated Industrial Age corporation. A clear model of the firm was established, along with many assumptions. Organizations were struc- tured as hierarchies with reporting relationships and an internal economy. Marketing-based print and broadcast technologies became central to revenue generation. Manufacturing plants and pro- cesses that had many similarities across industries were established. Understandably, the traditional starting point for strategic business thinking had been the individual corporation. But in the digital economy, that is no longer appropriate. A new form of value creation is becoming the basis for competitive strategy. We're entering the era of the business web, or b- web. The b-web is any system—of suppliers, distributors, service providers, infrastructure providers, and customers—that uses the Internet as the basis for business communications and transactions. The key to competing in the digital economy is business model innovation that exploits the power of business webs. Industry by industry, business webs are destroying the old model of the firm. To fully appreciate the fundamental realignments under way in the economy, we must reach back to the early writings of the Nobel laureate economist, Ronald Coase. More than six decades ago, Coase posed the question, "Why do firms exist?" If the marketplace is so efficient, why not have each worker, each step in the production process, act as independent buyer and seller? Coase cited transaction costs as the basis of contradiction between the theoretical agility of the market and the durability of the firm. Firms incur trans action costs when, instead of using their own internal re- sources, they go out to the market for products or services. Transaction costs have three parts, which together, or even individually, can be prohibitive. Search costs. Finding what you need takes time, resources, and out-of-pocket costs (such as travel). Determining whether to trust a supplier adds more costs. Contracting costs. If every exchange requires a unique, separate price negotiation and contract, the costs can be totally out of whack with the value of the deal. Coordination costs. This is the cost of coordinating resources and processes. In Coase's time, innovations like the telephone and the telegraph made it easier for distant firms to coordinate their activities. The vertically integrated Industrial Age corporations developed to sidestep these costs. This is why Henry Ford's company—the first archetypal Industrial Age firm—didn't just build cars; it owned rub- ber plantations to produce raw materials for tires and marine fleets for shipping materials on the Great Lakes. As communication tools got better and cheaper, transaction costs dropped. Firms began to spe- cialize. With the Internet's arrival, many transaction costs are plunging to zero. Now, large and diverse sets of people scattered around the world can cheaply and easily gain real-time access to the information they need to make safe decisions and coordinate complex activities. xii e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  A company can add knowledge value to a product or service through innovation, enhancement, cost reduction, or customization, at each step in its life cycle. Often, specialists do a better value-adding job than vertically integrated firms. In the digital economy, the notion of a separate, electronically negotiated deal at each step of the value cycle becomes a reasonable, often compelling, proposition. New business models based on networks are the new keys to competitiveness and wealth creation. This is why Ravi Kalakota and Marcia Robinson's book is timely. The term e-business began as a marketing slogan for technology companies. It is now a central theme at the heart of business strategy. However, most managers still view e-business and e-commerce as the buying and selling of goods on the Internet. Ravi and Marcia show how it is much more than this. They provide a wealth of information about the key technologies that are enabling new business models, as well as some helpful practical advice on how to get from there to here. Once you've read this book you'll know why all business will soon be e-business. Don Tapscott Chairman Digital 4Sight September 2000 Foreword xiii e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  Preface e-Commerce is changing the shape of competition, the dynamics of the customer relationship, the speed of fulfillment, and the nature of leadership. In the face of change, is your management • Willing to cannibalize its existing channels with a risky, untested new one? • Creating a click-and-mortar service infrastructure that gives customers the same experience through all the channels? • Digitizing the supply chain and linking up with competitors to reduce costs further? Managers and companies everywhere are at a crossroad. With so many ways to go, which road will lead to success? What roadblocks will need to be navigated? Which business models, management strategies, and tactics will ensure success? What will the characteristics of the next generation of business applications be, and which vendors will lead in delivering them? To whom can managers turn for help? If you're losing sleep over these questions, you've picked up the right book. We'll help you find the road to take to learn the fundamentals of business built on a digital foundation. If these questions are not of paramount importance to you, get used to mediocre business performance. In these days of frequent and rapid change, skill in designing and changing complex "digital corpo- rations" is a significant advantage. This advantage is highlighted throughout the book. To achieve an edge, management must be able to create complex service models built on technology—"e- service" designs. Simple designs offer no advantage and are easily copied. This book is about the discipline needed to create complex infrastructure choices, which are central to any modern firm. This book, based on several years of researching, consulting, managing, and growing e-business start-ups, tackles two nagging questions. • Why are some companies relentlessly successful at e-commerce while others flounder? What are the successful businesses doing differently to solve customer problems or pain? • How are successful companies, both old and new, moving from tradi tional applications to the new breed of integrated, e-business application architectures? Through detailed case studies and analysis, this book examines the e-business blueprint, offering step-by-step guidance in choosing and implementing the right application strategies to survive the e-commerce onslaught and to succeed. The thesis of the book is that durable application frame- works can guide you through the e-business chaos. Business models change. Technology changes. But application infrastructure design principles endure. What This Book Is About Managers of established companies are struggling to comprehend this new phenomenon: e-com- merce. But already, the next wave—e-business—is reaching shore. Intensified competition and new e-commerce opportunities are pressing traditional companies to build e-business models that are flexible, fast moving, and customer focused. In other words, the core of the enterprise itself is un- dergoing a metamorphosis from e-commerce to e-business. xiv e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  e-Business is the complex fusion of business processes, enterprise applications, and organizational structure necessary to create a high-performance business model. The message is simple: Without a transition to an e-business foundation, e-commerce cannot be executed effectively. Considering the inevitability of moving toward an e-business foundation, senior management is being galvanized into tactical action. Those who fail will pay a high price. One point deserves emphasis: Choosing to pursue e-business is not easy. e-Business is not a slogan. It is not a public relations campaign. It cannot be grafted onto or integrated into a company's normal business-as-usual operating philosophy. Going "e" is a central act that shapes every sub- sequent plan and decision a company makes, coloring the entire organization, from its competen- cies to its culture. e-Business, in effect, defines what a company does and, therefore, what it is. If they seriously want to develop effective strategies for competing in the new economy, managers must understand the fundamental structure of the next- generation e-corporation built on an inter- connected web of enterprise applications. We wrote this book to provide a master blueprint for building an innovative e-corporation that can survive and thrive in the digital world. What Makes This Book Different Many books have been written about how the old economic rules of scale, scope, efficiency, market share, and vertical integration are no longer sufficient. New rules must be applied, and that requires new organizational capabilities. Managers everywhere understand the urgency; they're itching to get going and to make change happen. Unfortunately, first-generation e-commerce strategy books were long on vision but short on detail. It's easy to talk about the e-commerce future, but the real management challenge is to make it happen in a systematic way without de railing existing business. What does this mean to top man- agement? If customers are moving online, the whole information technology (IT) investment para- digm must shift toward creating an integrated e-business model. The focus of this book is practical: helping senior management plan for and manage e-business investments. The first step is to design a comprehensive e-commerce strategy and then to evaluate prospective line-of-business application framework investments on the basis of how well the tech- nology or application advances the strategy. Companies often make the mistake of focusing first on e-commerce applications and only then trying to bend a strategy around this outline. To succeed, managers must have a strong e-business strategy in place before considering specific e-commerce application investments. Otherwise, most e-commerce efforts are doomed to fail. But what do these internal e-business architectures and investments look like? The answer is the focus of this book, the first to look at the problem of structural migration: how to transform an old company into a new agile e-corporation. This book provides a unique view of the next-generation, integrated enterprise and the line-of-business application investments necessary to compete. We highlight the critical elements—business processes, back-office and front-office applications, and strategy—that managers need to be successful in the digital economy. In other words, corporations involved in e-commerce must rethink their visions of the future. Un- derstanding how to lead one's company into the e-commerce arena requires a new point of view about integration and the business design. We offer step-by-step navigation of the uncharted e- business terrain. Executives and consultants everywhere need this guide to navigate the information economy. Preface xv e-Business 2.0: Roadmap for Success. e-Business 2.0: Roadmap for Success, ISBN: 0-201-72165-1 Prepared for [email protected], Wayne Neyland III Copyright © 2001 Addison-Wesley. This download file is made available for personal use only and is subject to the Terms of Service. Any other use requires prior written consent from the copyright owner. Unauthorized use, reproduction and/or distribution are strictly prohibited and violate applicable laws. All rights reserved.  Who Should Read This Book Many managers are so focused on the details of e-business that they fail to see the vast structural change in how the application infrastructure is being put together. Virtually every business discipline is affected by e-commerce and e-business application architectural efforts. Management needs to learn that the real challenge surrounding e-business is the task of making it happen. This book focuses on the business architecture that managers must build in order to achieve e-business suc- cess. For firms in mature industries, such as automotive, insurance, and retail, that are trying to move in new directions, this book offers critical insights. For market leaders, such as Home Depot and Fe- dEx, this book offers insights for sustaining their leadership. For entrepreneurs managing start-ups, this book highlights the key issues on which those businesses will succeed or fail. Its timeliness and insights into the changes in organizational practice make this book appealing to a broad manage- ment market: • Senior management and strategic planners charged with developing business strategies • Consultants helping corporate executives shape their companies'competitive future • Information technology managers leading their teams with strategic decisions This book is a must-read for all managers, consultants, entrepreneurs, and business school students who have been discussing and reading about e-commerce and who are interested in knowing how they can capitalize on the next wave of business innovation. How This Book Is Organized We start by dissecting the critical practices of companies that have pursued an e-business operating model to reach the top. We then extract examples of the sharpest thinking in business today. What emerges is a clear picture of the kinds of companies that will be tomorrow's stars and the strategies that will help them retain the market leader moniker. The first five chapters describe a new e-business design composed of building blocks called enter- prise applications. Market leaders are developing intricate e-models resting on a set of intertwined enterprise apps—customer relationship solutions, enterprise resource planning systems, order management solutions, or supply chain solutions—and then building their strategies around that set. Each enterprise app demands a distinct strategic fusion of customer-centric processes, infor- mation systems, management systems, and culture. Most managers are apprehensive about tackling strategic fusion issues because they represent such a formidable task, one that transcends the organizational structure and line-of-business con- siderations. This book offers a way to structure this widespread strategy problem, slice it into man- ageable pieces, and create actionable plans that can be executed quickly....