Mobile Workflows in the Field, SAP and Other ERPs


The way business processes are designed, implemented and standardized within a company can often mean the difference between success and failure. If often takes years of trial and error, and sometimes flashes of brilliance to come up with just the right business process that will mean success and competitive advantages.

Once the perfect business process is proven it needs to be implemented and automated. Why automated? Because humans are forgetful and have even been known to be from time to time lazy. They want to cut corners and avoid that which is tiresome. Automation enforces and manages the perfect business process.

For years software vendors and ERP developers like SAP have developed applications that help design workflows and workflow engines to run them. These provide the technology infrastructure within the enterprise to automate these business processes and to ensure they are followed, however, once an employee exits the building and drives away in a company van to perform a task remotely, the automated business process breaks down. Suddenly, the business processes that you have spent years perfecting are useless. The employee has broken the "connection" and walked out the door to freedom.

Even today, most mobile field service workers leave the building with a clipboard and a stack of paper service tickets or work orders. How they perform their work, in what order and the processes they utilize in the field are now unsupervised and up for interpretation. The field service technicians often don't much care for the business processes designed by the teams of MBAs in suits at the office. They have their own preferences and opinions about how things should be done, and in remote jobsites who is going to argue?

Many large companies have up to 40% of their employees working remotely and/or in the field on jobsites. How can the SAP or other ERP Business Process Expert design and implement business processes that can be utilized and enforced in mobile and remote locations? This is a challenge worth resolving.

Think about it, a company pays tens of millions of dollars implementing SAP internally and designing business processes and workflows to operate their enterprise. Yet for many services based businesses the money is earned outside the office at remote locations. The location where the customer interaction takes place and where the money is made is often devoid of best in class business process automation.


Mobile applications that need to synchronize with ERPs, should implement mobile workflow support. This requires a client server architecture whereby the mobile client software understands that a workflow or event manager is associated with a particular process and the server also understands that it is both producing and consuming data with the mobile device that is part of an event or workflow. Let me provide a scenario.


A service technician has a ruggded PDA or other mobile device on his belt. He receives an alert that he needs to be dispatched to a jobsite. This initiates a business process with a workflow associated with it. A series of tasks that make up the dispatch and completion of a service ticket are now initiated. The tasks may include:



  1. Dispatch receives a service call

  2. This initiates a series of tasks including estimating the availability and analyzing the location of all service technicians in the area.

  3. Once the nearest available service technician is identified a service dispatch can be sent

  4. Service technician confirms availability and accepts the job

  5. Least cost and fastest routing information is sent

  6. Service technician arrives at the jobsite and pushes a button on his mobile device annoucing his arrival.

  7. Arrival message synchronizes with the server workflow or event manager notifying dispatch of his location on site.

  8. The workflow may include an inspection, detailed findings, proposed solution, repair and collection of the fee

  9. Any parts needed will be automatically deducted from the service vehicle's inventory

  10. The workflow can also include sales and marketing activities such as promoting an Annual Service plan or equipment upgrade to the customer

  11. The repair is complete, dispatch is notified

  12. The service technician is available for another job

In this scenario, the mobile client application using a workflow engine that interacts with the server side application steps the service technician through the various tasks included in the business process. These steps can be directions in the form of alerts, messages, next steps, data fields that require input, and feedback from the dispatch office. Each step of the workflow required input from the service technician to confirm that the step had been completed and this information was in turn synchronized with the server side workflow engine. This enables the best practices supported by the company to be practiced and supervised in the field.


SAP has a solution called Event Manager. It is designed to manage activities happening across a geographically dispersed supply chain. It requires data input via B2B and EDI data communications. Similarly, mobile applications can feed data into a centralized workflow or event management solution that helps support and ensure best practices across remote jobsites.


A workflow engine and a mobile client version of a mobile workflow engine is required by companies that want to standardize business processes in the field where interactions with customers take place and where revenue is earned.


If you would like to discuss this concept in more detail please email me.

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Mobile Software Applications, Supply Chains and Medicine Delivery


When a person typically associates mobile devices, iPhones, Smart Phones, PDAs and other hand held computers with medicine they envision a medical clinic or a hospital environment. However, mobile handheld computers and medicine are also used in remote locations and in medicine supply chains that you may not have thought about. Let me first share an article I read this week that describes some of the challenges incurred while delivering medicine in Brazil.

Armed raiders attack medicine shipments in Brazil

Author - Phil Taylor 27-Jul-2009

A delivery truck carrying medicines was attacked by bandits in Sao Paulo, Brazil on July 19, resulting in a heavy exchange of gunfire with armed escorts. There were no fatalities and the raiders failed to make off with the shipment, which was valued at around $530,000 and contained products from several different companies, according to information received from pharmaceutical industry sources.

The bandits, in two vehicles, forced the driver to open the truck door at gunpoint. That triggered an alarm which informed the transport firm that there was a problem with the shipment. The escorting vehicle’s guards pushed the panic button and responded to the criminal’s opening fire, while other escorting vehicles patrolling the same route joined the fray and eventually drove the thieves off.

A similar attack, involving the same transport firm, took place in Brazil in June, and in this case one of the security guards was injured in the exchange of gunfire.
~~~
Note the mobile device that monitored the doors and automatically reported a breech of security.

Talk about a supply chain and logistics challenges! YIKES!

I had the good fortune of working on a mobile software project where we developed a mobile solution that helped track, monitor and report the location and inventory levels of medicine being delivered around the world. The donor organizations, needed to have visibility and accountability that the medicine they donated actually reached the intended destinations and patients.

This mobile software application used consumer grade Smart phones with bar code scanners and wireless connectivity so the boxes of medicine could be scanned and their location and inventories in Africa could be reported to the organization's headquarters in Washington DC. At headquarters all the donor organizations could access the database and generate reports on the delivery and use of the medicine.

Here is another interesting article you may want to read about mobile applications in the Coffee and Espresso product supply chains.

If you would like more details on these mobile applications email me.

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SAP and Mobile Applications for Field Services

These are challenging economic times. Companies of all sizes and shapes are seeking to reduce costs and to improve efficiencies. This often translates into more work with fewer resources which can often negatively impact service levels. How does a company reduce costs, improve service levels and become more efficient all at the same time? The improvement and automation of business processes is often the answer. Accomplishing this does not always require a lot of money. Sometimes it is simply focusing on improvement and understanding what your exisiting technology is capable of doing. This article will focus on cost reductions and efficiencies that can be recognized by improving business processes in remote and mobile locations.

Many large companies use ERPs from vendors such as SAP, Oracle, SAGE, MS Dynamics and others. These ERPs are designed to organize a business and to make business processes automated and standardized. However, companies have often over-looked the huge amounts of paper documents that are used in the field, collected and at a later date re-typed into these ERPs. Many ERP users have simply not attempted to automate business processes that happen outside the four walls. These business processes can have huge inefficiencies that can be fixed and savings recognized.

SAP has developed some very interesting mobile application interfaces that utilize Netweaver PI (Process Integration) and enable third party mobile software companies to tightly align their mobile device applications with the standard SAP business processes.

Field services are most often provided away from the office. The process of ensuring quality services outside of the visibility of supervisors and business managers is critical to the success of the business.

The use of industrial handhelds and rugged PDAs and other mobile software technologies, in the context of field services automation, is most often driven by the following 12 business motivations:



  1. Efficiencies in communicating information between the office and the remote service technician or jobsite
  2. Efficiencies in planning and scheduling work based upon location, parts and expertise needed
  3. Reducing fuel costs
  4. Reducing travel time
  5. Reducing time consuming and error prone data entry activities in the office
  6. Increasing productivity – more average service calls per service technician in a day
  7. Increasing service contract sales
  8. Increasing equipment upgrade sales
  9. Increasing collections with mobile invoicing, mobile printing of invoices and onsite collections
  10. Improving inventory control and management - visibility to parts needed, the location of inventory and parts used on each job or service ticket
  11. Reduced risks by reminding service technicians of safety hazards and safety procedures on the job
  12. Improving management visibility into work done in the field to ensure quality services

These 12 business motivations become increasingly important during slow economic times when times are tough, and every penny must be saved and maximized. In rapid growth periods inefficiencies are often overlooked in a rush to keep up with the market and business growth, and hidden under the onslaught of new sales and revenues. However, when the economy slows down, it is time for companies to re-evaluate business processes in order to eliminate the inefficiencies and bad habits that have developed. Let’s now review some common and costly inefficiencies:

  1. Wasted time and fuel driving back and forth to the office to pick-up and deliver new work orders, tools and parts. With the high cost of fuel, reducing driving distances is a necessity. Can you dispatch a service technician directly from their home to a nearby jobsite? Can you make sure your service technician has the most common parts in the van before they travel to the jobsite?
  2. Wasted time and fuel by being unprepared for the job and driving around looking for parts. Can you reduce travel time and fuel costs by being better prepared for the job before traveling? Can you ask customers for more information on the equipment such as brand, serial number, year, location, problem etc? Can you ask the customer for a digital photo of the equipment, serial number, etc., and email it before dispatching the service technician?
  3. Wasted time sitting outside of a locked and vacant location waiting for the owner to arrive. Can you set up an automated phone call to let the customer know you are on the way? This avoids showing up at a vacant house or closed business and wasting time.
  4. Inefficient dispatching and routing - dispatching service technicians to a distant location, when another service technician is closer and wasting time and fuel. Can you use GPS tracking on the vans to better know the location of all service technicians so you can dispatch the closest and best service technician for the job?
  5. Missed opportunities to sell more services, parts and equipment to the customer at the time of work. Can you automatically remind the service technician to promote service contracts by using a mobile handheld work order system? This will help increase service contract sales.
  6. Poor scheduling and routing -can you schedule service contract visits based on geographic location to reduce fuel costs and wasted travel time? Can a service technician complete more service calls in a day if they are routed more efficiently?
  7. Driving large, heavy vehicles when not required. If you have a better understanding of the parts required for today’s service calls, can you take a smaller, more fuel efficient vehicle to the jobsite?
  8. Poor cash management and collection processes. Can you collect money, swipe credit cards and print receipts from a mobile handheld device to improve collections at the jobsite? Are you wasting time, paper and postage sending out invoices weeks after the work was completed?
  9. Too high administrative costs. Can you reduce the costs of data entry and administrative staff by automating the dispatch process by using wireless work order dispatch that is integrated directly with your work order management and accounting systems?Every company, upon self-evaluation, will be able to identify additional inefficiencies that can be corrected and reduced. Many of the costly inefficiencies can be resolved by automating and mobilizing field services business processes.

Mobilized Work Orders

What does an automated and "mobilized" work order system or service request dispatch and management system look like? Let's walk through a scenario -

  1. A customer calls in to report a broken heating system. The office staff takes the phone call, enters the relevant information into the work order application on the desktop computer which then creates a unique work order and number.
  2. The work order database application, with GIS integration, can compare the location of each service technician to determine which service technician is closest to the work location. The dispatch system can also look at the estimated time the nearby service technicians are committed to completing their existing assignments.
  3. Once the appropriate service technician is identified, the work order is dispatched to the handheld computer used by the service technician.
  4. Included in the electronic work order is driving directions from his/her current location to the next job location.
  5. In addition to the work order information, warranty, repair, users manual, maintenance history and product information on file can also be dispatched to the handheld computer for reference and parts inventory management.
  6. Once the service technician arrives at the location, he opens the work order on the handheld computer. Opening the work order automatically captures the service technician's name, the date/time stamp and the GPS coordinates of the jobsite and enters them into the mobile application’s work order.
  7. Next the service technician examines the broken heating system and determines which parts need replaced.
  8. He can pull out his handheld computer and check whether he has the needed parts in his vehicle inventory, if not, it can automatically search for nearby service vehicles that may contain the part (GPS tracking enables this). If another nearby service vehicle is determined to have the required part, then driving directions can be sent.
  9. When the service technician arrives at the service vehicle with the needed part, then the part is scanned using a bar code scanner in the handheld computer to log its removal from the vehicle's inventory and assigns it to the appropriate work order number.
  10. Back at the work site, the service technician runs into a challenge. He has never worked on this model before and needs advice. He snaps a digital photo of the equipment and synchronizes it back to the office. His supervisor reviews the photo and calls him with advice which saves possibly hours of time and mistakes.
  11. Once the work is completed, the service technician signs his name on the handheld computer screen, and has the customer sign the work order screen as well. The service technician prints an invoice on a mobile printer and collects the payment or swipes the customer’s credit or debit card. The collection is noted on the mobile work order and synchronized back to the office.
  12. A customer survey can pop-up asking the service technician to let the customer answer a series of questions that will impact the service technicians monthly bonus plan
  13. As soon as the work order is completed and synchronized, the mobile application reminds the service technician to promote a 2 year service contract. The service technician reviews the details with the customer and signs them up for a 2 year service contract. Next, the work order system reviews job locations and priorities and assigns the next optimized work order to the field service technician.

These business processes are all criticial to the success of a field services business. These processes are sometimes complicated, and with the service technician remote and without direct supervisor management can often be done wrong or incomplete if paper based. The ability to standardize and automate these processes allow service based businesses to accomplish more business with less resources and with better quality.

SAP users are often large companies. Their field service operations can involve hundreds and even thousands of mobile workers. The possible savings from improving mobile operations can be enormous. If you would like to brainstorm about some or all of these mobile business applications for field services companies send an email.

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Motorola's MC55 Handheld PDA


Motorola recently announced a very intriguing new handheld PDA called the MC55. Here is what Motorola says about it:

MC55 Enterprise Digital Assistant (EDA)

The MC55 EDA brings a new level of flexibility, functionality and rugged design to size-optimized mobile devices, providing mobile workers with the power to streamline business processes, increase productivity and improve customer service. The smallest and lightest Motorola rugged EDA with a 3.5-inch display, the MC55 packs the power of a cell phone, two-way radio, bar code scanner, digital camera and mobile computer — all into a single device. Designed to meet mobile worker, business application and IT requirements, this easy-to-use and easy-to-carry business-class device offers true consumer styling as well as enterprise manageability, security and scalability.

Note the emphasis on extending business processes, business applications and its rugged design. I like it!


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More Information on the SAP and Sybase Mobile Software Partnership

Last week I wrote about the recent partnership announcement between SAP and Sybase. This week more pieces of information are coming out. This is a good article with more details:

http://www.internetnews.com/software/article.php/3809851/SAP+Sybase+Team+on+Mobilizing+Enterprise+Apps.htm

Here are the additional pieces of information:
  • This partnership will enable SAP's applications, based on its integration and application platform NetWeaver, to be delivered to mobile devices using Sybase technologies such as M- Business Anywhere mobile content and application platform.
  • Sybase will get access to SAP's 40 million licensees worldwide through the arrangement.
  • Products will begin to appear on the market in the second half of 2009.
  • The move helps SAP approach the mobile market in a device-agnostic delivery model.
  • "[SAP] clearly needed a mobile device solution and sought out a qualified partner instead of going it alone," wrote Jack Goldfounder and principal analyst at J.Gold Associates.
  • "The mobile solution will not be sold or delivered directly by SAP. Rather, this will be a referral sale with the two companies collaborating on the pre-sales efforts, but with Sybase providing all of the products, software, and installation of the solution."
  • In this article Sybase's iAnywhere is clearly defined as the deliverer of this solution

These additional details make it perfectly clear that existing vendors using iAnywhere's products have an opportunity now with SAP's 40 million users.


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Questions about the SAP and Sybase Partnership for Mobile Software Applications

SAP and Sybase this week announced a non-exclusive partnership to deliver mobile software applications for SAP on a wide variety of mobile handhelds, iPhones, Windows Mobile devices and Smartphones.

Bill McDermott, president of global field operations for SAP explained that the collaboration “will lay the foundation to further mobilize SAP’s great content and functionality -- and move that content and functionality into the hands of the mobile workforce."

What do they mean, "laying the foundation." Nobody can use a foundation on an iPhone, someone must build the application. I wonder how this will work?

"The mobile enterprise worker is now the most important worker, because that’s the worker that’s touching the customer, the partner, and the supplier,” McDermott said. “This worker relies on smart devices and uses the power of calendar and email -- in addition to, now, the enterprise application functionality of SAP...there will be 300 million smart devices in the hands of mobile workers by 2013 – that’s nearly 100 percent growth from where we are today – and there will be 1 billion mobile users in the nest few years.” He added that “seventy percent of companies are planning to mobilize [business] applications [and get thim] into the hands of their knowledge workers.”

I do believe this could be a smart move for Sybase, as SAP has millions of enterprise users, but I wonder why it is a non-exclusive relationship. Does SAP really think multiple companies can afford a broad based mobile SAP development effort in this economy? I wonder if this relationship is really only about the mobile synchronization and mobile database technology that Sybase has. I wonder if Sybase will simply integrate their syncing and database technology with SAP Netweaver and leave other software developers to build the actual mobile applications. Is this what they mean by "foundation?" This seems the most likely scenario to me.

At the same time, “we are in a new reality in this economy, and companies are looking to extend the value of their existing core IT investments,” McDermott said. As such, many companies are looking for highly integrated “out of the box” solutions that will save them on integration costs and ongoing maintenance of complex systems.

Who is paying who for the "out-of-the-box" solutions? Is Sybase investing in the development of mobile SAP applications, or is SAP paying the bill? The task they have announced is enormous. Of course the details are vague, so maybe it is just hype. I have worked on many mobile applications and the suite of products that SAP has is large. This would be a monumental task, and then how do you create user interfaces for so many mobile devices with different configurations.

I am very interested in understanding how they will deliver the actual mobile software applications. Supporting all of the mobile devices with device specific features is too hard for Sybase or SAP to do on their own. Even Google said there are too many mobile devices and Smartphones with different configurations and features to support them all. There is a limit to what can be done by any 2 companies. I would guess that Sybase would begin selling a "mobile software tool kit" so that other systems integrators and partners could help build out SAP applications with device specific features that run on the Sybase mobile database and synchronization platform.

Here is another interesting observation. I did not see Sybase's mobile division, iAnywhere mentioned in any of the associated press releases or articles I read on this announcement. They did not role out their iAnywhere Management or the iAnywhere products. Hummm...what does this mean...?

Follow this link for the latest update on the SAP and Sybase partnership.

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Microsoft's View of the Mobile World

The following 4 comments this week from Microsoft on where they see the mobile market going were very interesting and revealing:
  1. Microsoft sees Linux being more competitive on the PC desktop going forward because the company believes that Google will port its Android mobile OS to the PC.
  2. Microsoft is strongly positioned in the business world and should remain a RIM contender (however, it seems to be giving up on the consumer market where iPhone and Symbian users are growing at a much faster rate than Windows Mobile users)
  3. Ballmer says that the smart phone market will continue to grow despite the economy and that the low price of some Windows Mobile phone offers will help.
  4. Microsoft does not plan to launch their own phone
Google's Vic Goduntra also shared his thoughts on mobility this week and suggested that Google will win no matter what mobile OS customers choose as their strategy is to keep the computing power of mobile applications in the cloud, rather than on the mobile operating system.

Opinions and Comments:

It is interesting that Microsoft sees Google porting Android over to PCs soon. This will really stir things up. I am a big fan of Google applications already and can see how this could evolve quickly and change the market. Microsoft has a major challenge.

I also see a problem with the comments and positions of Microsoft - they seem to have given up on winning the consumer market, but believe they will continue to sell well to consumers in this tough market. If they are conceding defeat in the consumer market, I wouldn't be betting on increased sales for long. There better be a new strategy soon.

Microsoft says they do not plan to launch a Smartphone. Hummm...Apple and RIM both launched Smartphones and operating systems and they are winning. What part of this is Microsoft missing?

I find myself doing more and more work on my iPhone and Google applications. I can see how even in tough economic times the "personal computing devices" will become increasingly popular.

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With Cloud Computing - Google Doesn't Care Which Mobile Operating System Wins

That was the sentiment expressed by Vic Gundotra, vice president of mobile and developer platforms at Google, who spoke on a panel at the Morgan Stanley Technology Conference in San Francisco this week. Applications like gmail live in the world of cloud computing which means they are less impacted by the various mobile operating systems so although they have skin in the game, they can win no matter the users mobile operating system preferences.

Even Google says it cannot afford to develop different versions of the same mobile applications for all the various mobile operating systems. Their strategy is to develop applications for the "cloud-based" platforms and then make them accessible to all the different mobile handheld PDAs and Smartphones via the internet.

There is still a lot of excitement around internet-centric mobile handhelds and Smartphones even in today's economy says Gundotra. Why? He attributes it to the mobile phones' transition to personal computing devices.

Google's strategy has implications for a lot of mobile software companies and should influence where they spend their R&D budgets in the future.


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Good Technology, Vendor of Mobile Sync for Handheld PDAs is Sold Yet Again

It is not easy being a mobile synchronization technology vendor. Synchronization is a technology category that is about as sexy as the kitchen drain pipe. Yes, it is needed, but do you want to schedule a board level meeting and use up precious IT budget on it? Obviously not many companies. For the second time in 2 years Good Technology was sold and the price goes down each time.

"Mobile push synchronization platform and service provider Visto acquired Motorola's Good Technology Feb. 24. Motorola acquired Good in 2007 for more than $400 million in hopes of challenging Research In Motion's dominance in the enterprise mobile e-mail market. "

[Opinion Alert] People get excited about cool mobile gadgets, PDAs, Smartphones and manly rugged handhelds with integrated GPS, digital cameras and powerful mobile software applications that make their work and life easier and more enjoyable in an obvious way. The problem with synchronization software is that it is the drain pipe and no one cares about it unless it doesn't work. [/End of Opinion Alert]

"We believe that this transaction is in the best interest of our customers, employees and shareholders," said Gene Delaney, president of Motorola's Enterprise Mobility Solutions. [translation] No one was buying it.

When an individual purchases an iPhone, do they walk around the Apple Store with the hip, pierced and scruffy-faced Apple nerd pondering the merits of various synchronization technologies? Of course not! They want the cool smartphone to work and they want the provider of the device to figure out synchronization. That is Apple's and AT&T's strategy (and most others) and you can see this strategy in Google's recent license agreement with Microsoft for their Activesync. Google, with their growing suite of mobile applications, are hiding synchronization in their cloud computing environment. It is just there and available. The user is not spending a lot of time thinking about it.

Perhaps that was Motorola's original plan. but Good Technology was competing with RIM's world of Blackberrys, Microsoft and Apple. That is not a list of competitors I would want to be facing and betting $400 million against. I must say that the person behind that purchase must have studied Dale Carnegie's "How to Win Friends and Influence People" and took it to heart.

Good luck Visto!
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Windows Mobile Rugged Handheld PDA the i-Mate 810-F


For those of you involved in the mobile handheld PDA industry you know that there is usually a distinct line between the categories of rugged industrial grade handhelds and the category of consumer grade mobile devices such as Smartphones, PDA Phones, iPhones, etc. It only takes a few questions about the environment the customer is working in to make a recommendation as to the kind of mobile device required. That process is now getting harder as the announcement below demonstrates.

"i-mate, the global specialist in Microsoft Windows Mobile devices and software, today launched the i-mate 810-F, the world’s first complete lifestyle mobile with a lifetime warranty. Designed to meet military specifications, the 810-F combines high-end mobile technology and incredible durability in a single sleek package. Whether you work in the great outdoors or in an office, on the road or on a building site, or you just simply want a tough take-anywhere mobile, the 810-F offers everything you need for work and play. The phone comprises waterproof rubber casing and exposed metal screws to lock in the factory seal, making it impervious to almost anything. A full QWERTY keyboard, and impact resistant touch screen, means you don’t miss a thing while you are out and about... The 810-F is designed around the stringent MIL-STD-810F series of standards. These standards are issued by the U.S. military’s Developmental Test Command, a body whose role is to ensure equipment can withstand the rigours of the most extreme environments. This means the i-mate 810-F can cope with pressure, heat, water, humidity and even extreme shock without missing a beat. The 810-F is equally happy at a chilly -10°C or sweltering 60°C, and can be fully submerged in water."

How do you select the right rugged handheld, Smartphone or PDA? This article on the site called Mobile Software & Handheld PDA Business Strategies has a chapter called Selecting the Right Mobile Computing Device for the Solution.




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