Ubiquitous　Network　Technologies　and　 Business　Process　Reengineering

Ubiquitous Network Technologies and  Business Process Reengineering

著者 Shiraishi Hiroyuki

journal or

publication title

金沢大学経済学部論集

volume 27

number 1

page range 157‑169

year 2007‑01‑10

URL http://hdl.handle.net/2297/6256

Ubi qui t ousNe t wor kTe c hnol ogi e sand Bus i ne s sPr oc e s sRe e ngi ne e r i ng

Hi r o y ukiS hi r a i s hi

1.Introduction

Thewordubiquitoussignifying'anytime,anywhere'or.stateofbeingevery‑

whereatthesametimeThasrapidlybegun togalnCurrency.Thoughthemass mediaareusingthisten invariouscontexts,‑ubiquitousnetworktechnOlogleS‑ discussedin血isp叩ermeanteCImologleSf♭rrealizationofacomputernetwo止 thatisavailableatanytimeandfrom anywhere.

Many researchersassert血atacompany mustrevolutionizeitsoperations processandbusinessmodelinordertorespondtothechangeinitscircum‑

stances.Thoughthethoughtisconsistentwithreality,thismatterhastobe lookedintofurther,becausethecompanycanadaptitselftothechangein its su汀Oundingseasilyifitisgentlemdslow.

But血ecompany‑senvironmentsometimesundergoesasuddenanddiscon‑

tinuouschange.Insuchacasethecompanyisforcedtoreconstructitsopera‑ tionsprocessandbusinessmodel.Suchadrasticchangeincludesalocalone likethecompetitor'sentryintoitsdomain,whilethereisalsoastructuralone whichhasagreatinfluenceonallsubjectsin theeconomy,includingthecom‑

pany･

Appearanceofaubiquitousnetworksociety isatypicalexampleofthelatter, anditisaffectlngthecompanygreatly･Therearealotofresearchesonthe convenienceofourdailylifepromotedbyit,buttherearefew treatisesthatin‑

vestigateitsinfluenceonthebusinessprocessofthecompanycomprehensively･

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Thispaperfocuseson thistopIC intensively,and dealswith importance of reenglneerlngtheoperationsprocessofthebusiness.

2･New StageofInformationTechnologyInnovation

AccordingtoWeiser(1991),aubiquitousnetwork orvbiquitouscomputing doesnotmeanJustcomputersthatcanbeca汀iedtothebeach,jungleorair port,butmeansspecializedelementsofhardwareandsoftwarethatcanbecon‑

nectedtoaworldwideinform ationnetworkbywires,radiowavesandinfrared rayS･

In the ubiquitousnetwork society the computing environmentlmowsthe goods,toglVeanexample,thesuit,youlookedatfわralongtimelastweek becauseittracksandgraspsyourlocations,anditcanretroactively丘ndthede‑ slgner'snameeven thoughthatinfbm ationdidnotinterestyou atthetime. Plainlyspeaking,whenalmosteveryobjecteithercontainsacomputerorhas atagattachedtoit,obtaininginform ationwillbetrivial.Weisersays,''There ismoreinformationavailableatourflngertlPSduringawalkinthewoodsthan i

n anycomputersystem,yetpeopleflndawalkamongtreesrelaxingandcom‑

putersfhstrating.Machinesthat丘tthehumanenvironmentinsteadoffbrclng humanstoentertheirswillmakeuslngacomputeraSrefTreshingastakinga walkinthewoods‑一也.75).

Wewillusemanyinform ationappliancesequlPPedwithubiquitous,invisible computersinthenearfutureasWeisersays,anditisnow comlngtrue.The typicalinfrastructureanddevicethatwillsupporttheubiquitousnetworksociety areIPv6andRFID (RadioFrequencyIdentification)tags.Various thingsused in everyday lifesuch asakitchencounter,fumi ture,arefrigeratorandother electricarticlescanbeconnectedtotheIntemetbyutilizingthetwo･*I

ln otherwords,theubiqultOuSnehvork allowsalluserstoaccessand ex‑

changeinformation anddataofanykindfreelyatanytime･from anywhere,

and fTrom any appliancethrough theuseofbroadbandandmobileaccessas wellasintelligenthomeappliancesand RFID tagsthatcan accessnetworks

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UbiquitousNetworkTeclmOlogleSandBusinessProcessReenglneenng 亀hiraishi) (MinistryofPublicManagement,HomeAffairs,PostsandTelecommunications, 2004).Theinfom ationsociety hasnow,sotospeak,enteredanew phase.It isnottoomuchtosay血attheinfbm ationtechnologylmOVationwhosees‑ senceisdevelopmentanddifAISionofubiquitousnetworkteclmologleSisbring‑

ingaboutamajorhistoricaltransform ationofsociety thatiscomparabletothe IndustrialRevolutionofthe18thcentury(Murakami,2001).

3.RevolutionofBusinessProcess

Almostalloftheexecutivesandmanagerstendtobetiedto也eirexisting system andoperationsprocess.Theyare叩ttOthinkdeductively.Thatis,they aregoodatdefiningaproblem,thenseekingandevaluatingdifferentsolutions toit,andtheyperform suchtasksthinkingofthepresenttechnologyandbusi‑ nessprocess(Hamm er& Champy,1993).Buttorecognizethepowerinherent inubiquitousnetworktecbnOlogleSandtovisualizetheirapplicationdemandsa progressiveideaandchanglngtheirwayof血i止ing.

Thefundamentalerrorthatmostcompaniescomm itwhentheylookattech‑

nologysuchasIT istoview itthrough也elensoftheirexistlngprocesses (Hamm er& Champy,op.cit.).Theyask,forinstance,''How canweusethis technologym oI rdertoe血anceorimprovewhatwearedoing?''Instead,也cy shouldask,''TeclmOlogyhasmaderemarkableprogress.How canweuseits capabilitiesandfunctionsinordertodothingswhichwearenotdoing?".In short,itisimportanttoexploitthelatestadvantagesofinformationteclmology toachieveentirelynew goals,地atistosay,reengmeerthebusinessprocess. BusinessprocessreenglneenngShouldbeglnWithnoassumptionsandnoglV‑

ens.Itmustberadicalredesign(Harr‑er& Champy,op.cit･)･

Radicalredesignmeansgettingtotherootorbaseofthings:notmakingsu‑

perflCialchangesorfiddlingwithwhatisalreadylnPlace,butbreakingwith traditionandthrowlngawaytheold･Thereengl●neenngmeansdisregardingall existing stmcmresandproce血res,and itaimsatinventing completely new waysofperfbm lng WOrk･In thissensethereenglneerlng isaboutbusiness

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reinvention,notbusinessimprovement,businesse血ancement,orbusinessmodi‑ rlCation.

● ●

4･BusinessProcessReenglneerlngWithUbiquitousNetworkTechnologies Itiswidelysaidthatinaubiquitousnetworksociety inform ationteclmOlogy willbeusedinthefbllowlngWays,andsomeofthem arecomlngtme:

‑Capturedetailedinfom ationaboutcustomerbehaviorinashopplngmall

‑Recordinfbm ationaboutitemscustomersselectedorpurchased

‑Detectmedicinesandprevente汀OrSCOnCemlngdosagesandcombinations

‑ProvideinfTorm ationaboutbamier‑freefacilitiesbasedontheimpairedper‑ son‑sposition

‑Monitorthehouseorofficewhileout

‑OperatehomeappliancessuchasconflmlngcontentsOfarefrigerator

‑Givesomeaccurateinform ationontheproductionhistoryoffわod

‑Deliveryinform ationrelatedtotheexhibitsatmuseumsandvariousprod‑ uctshows

‑Receiveandenjoymoviesandmusicatanytimeandanyplace etc.

Intheubiquitousnetworksociety variouscustomerserviceswillbepossible asstatedabove.Inaword,inlinewithadvancesinubiquitousnetworktech‑

nologleSthatcanrecognlZeusers‑locationsandunderstandtheircharacteristics, avariety ofuser‑centricservicesarebecomingmorewidespreadthanthetradi‑ tionalcompany‑oriented IT seⅣices(Yamazawa& Ozaki,2004;Yamada, Saruwatari&Ozaki,2004).

ButsuchseⅣicesseldom becomethebasisofbusinessprocessreenglneenng ortheseedsofnew business.AsTakahashi(2005)says,thoughsuchseⅣices asabovewillimprovecustomers.satisfaction,itwillbeverydifficultforthe providersofthem to addthecoststo implementthem tothepnces･Wh en manycompetitorsallow consumerstogetubiquitousnetworkbasedinfbm ation withoutspendingmuchmoney,thecompanycamothelpdoingso･Givinga

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UbiquitousNetworkTeclmOlogleSandBusinessProcessReenglneenng Ghiraishi) briefaccountofit,theyarethefactorsofexpenseratherthan thesourcesof pro乱

Therealpowerofnew technology whosetypicalexamplesareIPv6 and RFID tagsisnotthatitcanmakethepresentprocessesworkbetter,butthat itenablesorgamizationstobreakthem andcreatenew waysofworking,thatis tosay,toreenglneer.Itisthisdisruptivepowerofnew teclmology,itscapabil‑ ity todestroytheprocesswhichlimitshow managersandemployeesconduct theirworkandlaysthem underrestraint,thatmakesitcriticaltocompanies

tryingtobuildcompetitiveadvantage,strictlyspeaking,torealizelowercostor largerrevenue也anthe止 competitors.

Moreover,也ereenglneenng O洗enbuildsanew businessmodel也 conse‑ quence(Figure1).Perform ingtheoperationsprocessinthewaywhichisen‑

tirelydiffTerentfrom thepastfrequentlycreatestheoutputsthatcanbesoldand becomenew sourcesofrevenue.Tobeconcrete,in maj●orindustrialsectors suchasmanufacturing,distributionandflnanCe,thespreadofsensmgwilltrig‑

gerimovationnotonlyintheoperationsprocessbutalsointhebusinessmodel PagumO,Nakajima&Okano,2001).

∴ ∴ 1.. 1 ､

Figure1 EffectsofBusinessProcessReengineeringwithUbiquitous NetworkTechnologies

How dobusinesspersonsthinkaboutthemeritsofubiquitousnetworktech‑

nologleSincasethattheyutilizethetechnologleSintheirbusiness?Dothey

‑ 16 1‑

noticetheirlargepotentiality asthebasisofbusinessprocessreengineering?

AccordingtotheMinistryofPublicManagement,HomeAffairs,Postsand Telecommunications(2004),thereisadifferenceinthoughtsaboutthemerits ofaubiqultOuSnetworkthatwillhaveanimpactonbusinessbetweenJapanese companiesandAmericanones(Table1).ComparedtointheUnitedStates,in JapanthereisastrongerawarenessoftheTability tousenetworksregardlessof locationland'ability totraceandmanagehistoricaldatausingRFID tags'.This view ofaubiquitousnetworkcandevelopIntoutilizingltaSthebasisofbusi‑ nessprocessreenglneerlng･

Totellthetmth,Hammer&Champy(1993)givethecaseofchangingthe statebeing'Youhaveto丘ndoutwherethingsare‑intothestatebeing‑Things tellyouwheretheyare'WithautomaticidentificationandtrackingteclmOlogy asoneoftypicalpattemsofthereengineering了2

Asf♭rtheAmerican companies,thereisahigherawarenessor‑improved networkstability.'Itisnottheconceptionofthereengineering,becausetheim‑

provednetworkstability CanmakethebusinessprocessmoreefrlCientbutwill notrevolutionizetheprocess･*3

SofarastheRFID taglSCOnCemed,itisexpectedasanew toolforSCM (Supply Chain Management),CRM (Customer Relationship Management), InventoryManagement,customizationofproducts,andasanew platform of collaborationacrosscompaniesandacrossboundarieswithintheintemalorgani‑ zation (Takahashi,op.cit.).In the SCM andtheInventory Managementof them,itcanbringforththereenglneenngaSitsfunctionsofidentificationand trackingworkveryeffectivelythere.

5･SomeCompanies‑Experiments

Asstatedinthefbm erchapter,aubiquitousnetworkcanbecomenotonly thetoolforimprovlngCuStOmerSTsatisfactionbutthebasisofbusinessprocess reenglneenng･Manymanagersregarditonlyasthefbm er,butitisusageas

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UbiquitousNetworkTechnologiesandBusinessProcessReengineerlng 亀hiraishi)

Japan

l･些 ilitytousenetworksregardlessoflocation(61･2) 2.Abilitytoexchangelargevolumesofdataatlowcost(58.5) 3.Historicaltracinandnanaeme

n t

Abilitytouseinformationandcommunicationsdeviceswithsimpleoperation(55.0) 5.AbiJitytouseinformationandcommunicationsterminalsforavarietyofapplications(53.0) 6.Provisionofservicesandmanagementtailoredtoeachindividualsanditems(45.9) 7.1nte=genthomeappliancesthathavecommunicationsfundions(42.2)

8.Communicationswithhighsecurity一evels(40.6) 9.Promotionoftheuseofmonitoringandsensing(39.9) 10.EqectiveuseofGPSandotherpositioninformation(31.4) 11.ProvisionofseⅣicesfromamerminalsandne仙orks(31.3) 12.1nprovednetworkstability(24.6)

UnitedStates

1.Abi一itytoexchangelar9eVO山mesofdataatlowcost(56.6)

2.AbiJitytouseinformationandcommunicationsdeviceswithsimp一eoperation(51.8) 3.CommunicatI'onswithhighsecurity一evels(49.8)

4.lnprovednetworkstability(46.1)

5.AbiHtytouseinformationandcommunicationsterminalsforavarietyofapp一ications(45.5) Promotionoftheuseofmonitoringandsensing(45.5)

7.ProvisionofseⅣicesfromallterminalsandnetworks(38.6) 8.AbiHttousenetworksreardlessof一ocation

9.Historicaltracinclandmanaeme

n t u s i nR F 旧t a

10･E挿ectiveuseofGPSandotherpositioninformation(35.0)

111Provisionofservicesandmanagementtailoredtoeachindividualsanditems(29.5) 12.lntelligenthomeappHancesthathavecommunicationsfunctions(26.0)

Source:MinistryofPublicManagement,HomeAffairs,PostsandTelecon皿unications(2004)

■SuⅣeyofUもiquitousNetworkUsageTrendbyBusinesses‑

Note:Comparisonofpercentagesincompaniesengagedinbusiness‑to‑businesscorrmerce Multipleresponsespossible

Table1MeritsofaUbiquitousNetworkThatWilJHaveanJmpact onBusinessandComparisonofAwarenessinJapanand theU.S.

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thelatterthatbringsacompanygreatadvantageandmuchprofit･Somecompa‑ niesbecameawareofitandhavealreadybegun touseubiquitousnetwork technologleSexperimentallyasthefわundationofthereenglneenng･Goo● dexam‑

plesofsuchanattemptareasfollows･

MitsukoshiDepartmentStore,assistedbyNTT Comware,hasbeentest●lng item‑levelRFID in thesalesfloorofshoes,Jeans,andsoon.Formerlyashop clerkwascompelledtogobackandforthbetweenasalesfloorandastock room inordertocheckavailability ofthegoodswhichacustomertooktowith differentsizesorcolors,becausetheclerkdidn'thaveinventoryrecordwhich waskeptup‑to‑date,orthecustomerdidnotbelievethatpaper‑basedinventory recordwasaccurate.Suchatriptothestockroom requiredsubstantialtimeand resultedin lostsalesopportunities,fortheclerk'sresponsetoothercustomers weredelayed.

IntheMitsukoshi'sexperiment,theclerkcanuseascarmerdevicetoexam‑

inewhe也erthegoodsrequestedby血ecustomerisavailableintherightcolor andsize,orthecustomercandosofTorhim瓜erself.ExplainingltmoreCOn‑

cretely,theclerkhasonlytoputthegoodstowhichRFID tagsareattached ontheelectricdevicewhichisthesizeofapalm,andhe/Sheneedsnottogo tothestockroom.

AccordingtoMitsukoshi'spressrelease,averagetimespentforservlngeach customerwasreduced50% 丘om 12minutesto6minutes,andthesalesin‑

creased by 10% on accountofthisprocessreengineeringPikkeiRealtime Retail,2005).

SECOM ismmlnganew business也atenablesparentstomonitor也eirchill 血enbymeansofitsGPStrackhgdevicesa他chedto血eirschoolbags,which sendreaトーimeinfbm ationtoSECOM‑shostcomputer.Thenameorthisbusi‑ nessisCoco‑SECOM.SECOM introducedelementaryschooluniformsequipped with CocoISECOM transmitterdevices,too.Thissystem usingGPS andthe trackingdevicescanpinpointlocationswithoutstandingprecision,boastlngact curacyofwithinfivemeters,anditsteclmOlogyisoneofthebestofitstype

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UbiquitousNetworkTechnologiesandBusinessProcessReenglneenng 6hiraishi) currentlyonthemarket.

Parentscanchecktheirchildren'slocationbyaccesslngaspecialwebsitefor t

hisserviceuslngaPersonalcomputer.Atpresent,Coco‑SECOM subscribers requestsearchesviathewebsiteapproximately40,000timesaday(SECOM, 2005a).

A riseinabductionstargetingchildrentravelingbetweenhomeandschool haspromptedconcem overtheincreasingdangersfacingchildren.Thecompany announcesthatsemiannualttmoverofthisbusinessamountsto13billionyen (about110millionUSS)anditssalesareontheincrease(SECOM,2005b).

Zqj血shilaunchedanew businesstorespondto血eneedsin也eagedsoci‑ ety,whid iscalledMimamod(Monitor)HotLine.Ⅰtenablesacustomerwon rying abouthisnlerOld parent'ssafety to monitortheperson from a great distance.ZojirushiiscarrylngOnthisbusinessbyofferinganairpotthatsends informationsuchas'switchonHpourhotwaterlTswitchofftoZojirushi.sserver computereverytimesomebutton on theupperpartofthepotispressed.

Thosewhowanttolnqulreaftertheirold,parent.shealth canobtaintherecord ofsentinform ationviatheIntemetsupportedbyIPv6.Thebusinesslikethe Mimamori HotLineofZojirushi,whichenhancesthesafety ofseniorsliving alone,appearstobepromisingintheagedsociety.

FamilyMartconveniencestoretestedthesystem TEXPRESSPOSTwhichutil‑ izedtheRFID tagstorealizeaspeedychecko山 processfわraboutonemonth betweenJanuary30,2006andFebruary24,2006.ItiswhatiscalledRFID‑

basedautomaticcheckoutsystem.FamilyMart(2005)saidthemainpurposeof thisexperimentaltrialwastoreducethecheckoutprocess,andthetrialcould evaluatenotonlyconvenienceforcustomersbutalsoefficiencyofshopopera‑ tions.TheMinist

r y

Inthistrial,theRFID tagswereattachedtoabout500typesofitems(ap‑

proximately80,000goods)includingOnigiri (riceballs),boxedlunches,sweet buns,andbeverages･ThenewlydevelopedPo§machinereadmultipletagsat

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once,thatis,identifiedallpurchaseditemsatthesametime.Customerscould alsouseelectronicmoney,SUICA paymentcard(SuperUrbanhtelligentCard) atthecheckout･Thecompanyreportedthecheckoutprocesslngbecametwice asfastastheconventionalway(NikkeiRyutsuShimbun,2006).^事4

0bayashiwhichisoneofthemajorCOmPaniesintheconstructionbusiness isdeveloplngaSystem fわrdiagnoslngSewerplpeSuSlngtheRFID tags.The tagsembeddedinsidethepipesSendvariousdataabouttheirconditiontothe Obayashi'smaintenancedepartment.Thestaffsofthedepartmentcanmaintain recordsabouteachplpeandcheckproblemswi血 itscondition,theircomec‑ tions,andsoonbymonitoringthedata.Form erlytheyhadtogoaroundand checkthem onthespot.IttookafulldaytocheckthepipesOfabuilding,but itwilltakeonlyafew hourstodoitwith thissystem.

6.IssuesthatNeedtobeResolved

Thespreadofubiquitousnetworkteclmologiessuch asRFID andIPv6is bringlngaCOmPanyboth opportunitiesandrisks.In orderthatthecompany mayusethem asthereliablebasisofbushessprocessreenglneenng,relevant teclmologlCalinfrastructuresneedtobestudied.

Inaubiquitousnetworksociety,small‑sizedchipsareincorporatedintoevery physicalobjectin thelivingspacetoattemptanautomaticidentificationofin‑

form ationintherealworld.Thereislittledoubtthatitwillencouragewider applicationsintracking and monitoring.Thecompany cantrackpositionsof customersand things,and can also monitortheircondition,whileitentails somepossibility thatautomaticallyidentifledpersonalinfom ationcanbeleaked outandbemisused.*5

Tosolvetheproblem statedabove,teclmologiesthatcanprotectsecurity and privacy in theubiquitousnetwork society mustbedeveloped･Though other troublesmayalsooccurthere,thecompanyhadbetterplacethegreatestprlOr‑ ity onissuesconcemi ngprotectionofpersonalinformationifithopestokeep itscustomers'confldenceinit.

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UbiquitousNetworkTeclmologleSandBusinessProcessReenglneenng Ghiraishi) 7.Conclusion

Ashasbeen discussed,intheubiquitousnetwork society everything in our livingspacecanbeRFID‑tagged,andeveryonecanfreelyobtaininfわrm ationat anytimeandanyplacethroughtheIntemetsupportedbyIPv6there.Itiseasy foracompanytocapturehumanbehaviorpattemsthere,Somanyinform ation servicesbasedontheuser'ssituationhavebeentriedindeed.Thecompanycan providevarioushighly smartservicesthataretailored to suittheplace,time, andoccasionthere.

Butsuch servicesdoesnotalwaysbringthecompany an increaseinprofit, becauseitcamotputupthepncesof血egoodsorchargeitscustomersanad‑

ditionalfee.Inordertomakealargeprofitonusingubiquitousnetworktech^‑ nologleS,ithasto reengmeerbusinessprocess.Some companieshave been

tryingit(Table2),andallofthem aremaking gooduseofthetechnologies' expandedtrackingandsensl●ngCapabilities.

ObjectiveProcess BeforeReenglneerlng AfterReengmeenng

Mitsukoshi Checkinventory Goto/&om astockroom Putgoodsonadevi ce SECOM Detectaperson'slocation Goaround Auto‑receiveinforma

tion Zojirushi Checkapersonーssafety Callhim瓜erup Auto‑receiveinfor

mation FamilyMart Sum pnces Readeachbarcode Readallda

taatonce Obayashi Maintainequlpment Goaround Auto‑receiV

einfbmation Table2ExamplesofBusinessProcessReengin

eering Using UbiquitousNetwork

Technologies

ThinkingaboutthetechnologleSfrom adifferentpointofview,they

arerais^‑

◆

lng仇eproblem ofhow topreventleak ofprlVateinfbm ation･The

spread of

●

theteclmologleSinvolvesgreatriskthatautomatically identifiedper

sonalinfor‑ mationcanbeleakedout.Providingasolutiontothisproblem isthought

impoぬ ntto glVeJapanesecompaniesstrongerintemationalcompetitiveadvan‑

tage･

Notes

*lToyota‑MotorbuiltanintelligenthouseofthenearfuturewhosenameisBABIon anexperimentalbasisinNagakute,AichiPrefecture.Ithasvarious kindsoffumi ture andelectricarticlesbywhichuserscanaccesstheIntemet.

*2Thereisagoodpossibility thatintroducingtheautomaticidentificationandtracking technologyintothebusinessprocessmaybringaboutthereenglneenng.Accordingto Hammer& Champy(1993),combinedwithwirelessdatacomm unication,automatic identificationtechnologyletsthings‑trucks,forinstance‑tellusconstantlywherethey are.Wedonothavetolookfbr血em,andwhenwewantthem togosomeplaceelse, theygetthewordinstantaneously.Nomorewaltlngfordriverstohitthenexttruck stopso仙eycantelephone血edispatcher.A companythatbowsinrealtimewhere itstrucksare,orrailcarsorservicetechmiciansforthatmatter,doesnotneedasmany ofthem.ItdoesnotrequlreaSmuchredundancylnPersonnel,equipment,andmateri‑

alstocoverthedelaysinherentin locatlngandreroutlngthingsandpeopleintransit.

*3hbothJapanandtheU.S.manycompaniesbelieveoneofimpactsofaubiquitous networkonbusinesswillbetheTability toexchangelargevolumeofdataatlow cost'.

*4Itissaidthatultimatelywewillabletogoawayfrom astorewithoutmeetlnga cashierbecause也esystem willreaddataaboutthegoodsboughtat也estoreand chargeourcreditcardatitsgate.

*

Firstofall,RfID‑storedinfbm ationcanbereadbywrongpeople.Secondly,commu‑

nicationsto realizevariousseⅣicescan betapped and pnvateinfbmation can be leaked.

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