presented by Dave Healey [email protected] m (206) 734-9414 02/21/2013 Delivering Better Business Outcomes with SharePoint Products and Technologies
presented by
Dave [email protected]
(206) 734-9414
02/21/2013
Delivering BetterBusiness Outcomes
with SharePoint Products and Technologies
Welcome and IntroductionsChrysalis | Business Technology Solutions
Chrysalis | Business Technology Solutions
• Drive performance improvement through the strategic application of technology• Business process optimization• Business application implementation and management• Specialization in Microsoft SharePoint
Dave Healey, Managing Partner• 20 years industry experience• Knowledge & Information Mgmt.
Andrew Hopkins, Principal Consultant• 22 years industry experience• Enterprise Information Management
Matt Forsyth, Marketing Coordinator• Digital marketing professional• Business Grad. Pacific Lutheran
University
Presentation Team
@chrysalisbts
Using WebExCreating a Dialogue, Questions and Answers
@chrysalisbts
Who are you?• What is your role in your organization?• What is your organization’s
relationship to Microsoft?• What is the status of any SharePoint
projects you may be considering?
Welcome & Introductions
Better Business Outcomes with SharePoint – Evaluation Form
Post Event SurveyEnsuring value for you
• Relevance and value• Matt will send a
mail with the link
@chrysalisbts
“Business issues first.”“Scenario-based innovation.”
– Karuana GatimuDirector, Solution Delivery Discovery & Collaboration at MicrosoftSharePoint Saturday, Redmond
Delivering Better Business OutcomesOur discussion today
Communities
Search
Sites
Composites
ContentInsights
SharePoint Value PropositionMicrosoft SharePoint 2010 Marketing Wheel
• Deliver The BestProductivity Experience
• Cut Costs WithA Unified Infrastructure
• Rapidly RespondTo Business Needs
SocialComputing
EnterpriseSearch
Portals & Collaboration
CompositeApplications
Content Management
Business Intelligence
Typical SharePoint SolutionsFunctional Perspective
Example Solution Types• Corporate Portals• Partner, Supplier Extranet• Public Web Presence• Document and
Records Management• Compliance Initiatives• Project Management• Dashboard and Scorecards• Reporting and AnalysisFunctional & Industry Solutions• Finance, Operations,
Sales Human Resources• Financial Services, Government,
Healthcare & Life Sciences, Manufacturing, Retail
SharePoint Deployment & AdoptionValue Realization and Performance Improvement
SharePointAdoption
BusinessValue
KeyCapabilities
AdaptiveEffectiveEstablishedRudimentary
• Insight In-Context• Improved
Decision Making• Increased Agility
• Integration• Composite and
Industry Applications
Business Solutions
• Broaden Adoption• Drive Compliance• Reduce multiple system
maintenance costs
• Content Management• Social Computing• Enterprise-Class Search• Business Intelligence
Broad Adoption
• Productivity Gains• Effective Teaming• Lightweight
Project Management
• Team Collaboration• Document Management• Search
Initial DeploymentPre-Deployment
• Inconsistent Teaming• Ad-hoc Collaboration• Informal, Inefficient
Processes• Significant IP & Legal Risk
• File shares• Email• USB Drive• Cloud shares
Business Value RealizationPerformanceMaturity
How is SharePoint being used?
1. Team Collaboration
(60% of all SharePoint sites)
2. Document Management
3. File Share Replacement
4. Portals
5. Intranets
• Non-systematic, non-periodic and reactive
• Stable and repetitive
• Internally efficient and continuously improving
• Externally efficient and dynamic
@chrysalisbts
11
“While 'if you build it, they will come' might work in the movies, the approach has yielded neither wide adoption of SharePoint nor satisfaction with the product. Too often, IT provides the latest and greatest SharePoint release only to watch many users turn their backs on the solution.”
• Dissatisfaction is centered on several areas,• Adoption challenges,• A dislike for the SharePoint user experience, and• Skepticism over its business value,
Forrester on SharePointGap in satisfaction between IT pros and business
Source: SharePoint Enters Its Awkward Teenage Years, Forrester Research February 6, 2013
Process AlignmentOrganizational ChangeSoftware FunctionalityEffective User Adoption
Breaking Through the BarriersValue is realized through utilization
Source: TSIA / Neochanges / Sand Hill Group @chrysalisbts
Effective UserAdoption 69%
Key To Achieving Value RealizationUtilization is achieved through process alignment
Outcome20% to 30% Cost Savings
Start with…• Business Processes
Add…• Business Application
Outcome6% - 9% Cost Increase
Start with…• Business Application
Add…• Business Process
Source: Cisco Systems Momentum Research Group @chrysalisbts
• Case Study• Addressing key business challenges• Employing the SharePoint Performance
Management Framework• Elaborate on the Framework• Case Study
Delivering Better Business OutcomesOur Discussion Today
IMPROVED CLAIMS PROCESSINGBETTER CUSTOMER SERVICE IN THE INSURANCE INDUSTRY
Successful SharePoint Case In Point
@chrysalisbts
Background• Responsible for processing claims payments from clients across the country• High degree of seasonality in processing workloads
Situation• Clients receive late and / or incorrect payments• Little management insight into claims progress and corrections of errors activity• Slow, error prone, manual claims processing• Complexity and stress of claims processing driving high agent attrition rates
Goals• Reduction in claims processing time• Improve productivity of claims agents• Decrease attrition rates of claims agents• Better management insight into agent workload• Better executive insight into overall process efficiency
Business ObjectivesImprove Speed and Accuracy of Claims Processing
@chrysalisbts
Data and Tools• Twenty-three disconnected systems• Evolutionary in development, varied technology platforms• Highly interconnected and “brittle”• Inconsistently documented• Green screen, forms and web based interfaces• Paper and pencil
Processes• Paper based claims capture • Claim manually entered later• Separate agent processed claim further down the road• Classic “swivel chair” process
People• Claimants (External)• Claims Agents• Management• Executive
Business EnablersImprove Performance of Operational Management
@chrysalisbts
Transition ManagementBusiness Process Improvement – Persona Based Paper Prototyping: Ensuring the right User Experience
User-centered design• Helps meets the user's
expectations and needs• Throwaway
prototyping, rough sketches of an interface
• Can provide a great deal of useful feedback which results in better solution design
@chrysalisbts
Solution StrategyBusiness Process Improvement – Systems & Interactions As Is: Legacy Infrastructure Holding Back Performance
Service / Contact Center Agents
Executive
Management
ROE Web
ICCM
CMS
Easy Access
Intranet Ref.
Appli-Web
FTS
AVRES
CLS
DTS
OLIS
SSA
ACP
PAPS
Asgard
DARS
WMS
ADMS
Appli-Check
@chrysalisbts
Solution StrategyBusiness Process Improvement – Systems & Interactions To Be: Integrate and Extend
Service / Contact Center Agents
Executive
ManagementCentral ClaimsManagement
ROE Web
ICCM
CMS
Easy Access
Intranet Ref.
Appli-Web
FTS
AVRES
CLS
DTS
OLIS
SSA
ACP
PAPS
Asgard
DARS
WMS
ADMS
Appli-Check
@chrysalisbts
My Case Load My Reports My Service Canada
My Personal Space
James Doohan Region: AtlanticUser Profile
My Knowledge Network
Last Name First Name SIN Status
Baker Arthur 123 456 789 Under investigation
Bulmer John 234 567 890 ROE missing
Caley Susanne 345 678 901 Under investigation
DaSilva Sarah 456 789 012 Under investigation
Galati Reginald 567 890 123 Pending
Hinton Steven 789 012 345 Pending
Nadeau Farshad 890 123 456 Pending
Remillard Jacques 901 234 567 Missing information
Schnabel Doreen 012 345 678 Missing information
West Bill 223 456 789 ROE missing
Resources
System Help Help Desk Another And another
Application Details
EI Application
Record of Employment
Direct Deposit Info
Appeals
Test
Test
Test
Test
Test
Test
Test
Date of Birth March 21, 2005 Gender Male
Mothers Maiden Ballmer Temp PWD ID A8F1-CB84
Preferred Lang. French Home Phone 723-123-9876
Address 01 456 Maple view Address 02 Apt. 23
City Dartmouth Province Nova Scotia
Postal Code R6T 2H7
Bulmer John 234 567 890 ROE missing
Case Load Reports My Service Canada
My Personal Space
George Takei Region: Eastern CanadaUser Profile
My Agent Network
Claim Volume By Status
Case Load by Agent
Case Load by Region
Case Load Forecaster
Case Load Statistics
Case Load Levelling
Test
Test
Test
Test
Test
Test
Test
Case Load Forecast by Quarter
My Calendar Balanced Scorecard
Claims over 30 days
Test
Test
Test
Test
Test
Employee satisfaction
YTD claim volume
Time to process claim vs. median
Right Hon. MinisterUser Profile
Compliance Initiatives
+ CBC News: Canada's children need more help: new report
- CBC Montreal: PSAC strike hits QuebecStriking workers from Social Development Canada yelled and chanted as police officers escort non-striking workers into the building. more
+ Globe and Mail: Want a passport with that EI? Service Canada sets up shop
+ Ottawa SUN: B.C. poised to join child-care deal
Service Canada My Dashboard My Personal Space CBOC
My Links Service Canada in the News
Solution BenefitsBetter Utilization of Existing Resources, Optimized Workflow, Improved Productivity
• Rapid Time to Deployment• Incremental, evolutionary
solution approach thatleverages existing IT assets
• Cost Effective Low TCO Alternative• Organizationally Friendly
• Consistent with internalsystems directions• Systems organization
has skills in-house• Technical skills are widely
available in the marketplace• No New Technology Procurement
• Licensing already paid for• Better utilization of existing resources
BUSINESS BENEFITS
• Reduced ClaimsProcessing Time• Better Insight
Across Organization• Value for Money• Governance and
Policy Compliance
@chrysalisbts
UNLOCKING SHAREPOINT ROIPERFORMANCE MANAGEMENT MATURITY FRAMEWORK
Successful SharePoint
@chrysalisbts
Performance Management Maturity FrameworkA Predictable, Repeatable Approach to Driving Ongoing Performance Improvement
Solution Strategy
Improvement Techniques
Performance Enablers
Transition Management
Objectives & Business Case
@chrysalisbts
Define Objectives & Business CasePhase Zero: Approach to Identifying and Quantifying Improvement Initiatives
Platform Technology Assessment
Initiative Exploration & Technical Validation
Initiative Validation & Improvement Impact
Initiative Strategy & Launch Timeline
Phase Zero:Business Case Development
Phase Zero: to provide the necessary information to either support or disprove a business case hypothesis that an attractive opportunity exists for a particular improvement initiative to positively impact the performance of the organization.
@chrysalisbts
Identify Performance EnablersCore Business Capabilities That Enable an Organization To Advance Its Maturity and Agility
Logical groupings of core business capabilities that allow an enterprise to advance its agility in achieving its business goals
Enablers are typically comprised of• People – both internal and external• Processes – formal and ad-hoc• Data – structured and unstructured• Technology – institutionalized and shadow
AdaptiveEffectiveEstablishedRudimentary
Business Value ApproachPerformanceMaturity
@chrysalisbts
PERFORMANCEMANGEMENT TECHNIQUE
DESCRIPTION
1 Benchmarking Comparing performance metrics to industry bests2 Activity Based Management Evaluating activities to improve strategic and operational decisions3 Capacity Management Asset utilization improvement4 Target Costing Reduce the overall cost of a product over its life-cycle5 Balanced Scorecard Track of the execution of activities and monitor the consequences
arising from these actions6 Business Intelligence To support better business decision-making7 Lean / Six Sigma Improvement through speed and defect elimination8 Value Chain Analysis approach to support strategic planning9 Business Process Re-engineering Redesign of a process, product or service10 Just In Time Improve return on investment by reducing costs11 Results Based Accountability Improve the performance of programs, agencies and service
systems
Select Improvement TechniqueIdentifying The Right Methodology
@chrysalisbts
Transition ManagementAssess Change Capacity
• Change Management:A structured approach to change in individuals, teams and organizations that enable the change from current state to desired state
Communicate
Gather FeedbackTraining
People
Process
Tools
@chrysalisbts
Form
s
Workflow
Document Management
Records ManagementInformation &
Access Control
Business Intelligence
Gove
rnan
ce &
Polic
y Man
agem
ent
Search
Client &Device Support
InformationArchitecture
Enterprise 2.0 &
Social Media
LoB
Inte
grati
on
Map The Solution StrategyIdentify Existing and Required Technical Capabilities
@chrysalisbts
Form
s
Workflow
Document Management
Records ManagementInformation &
Access Control
Business Intelligence
Gove
rnan
ce &
Polic
y Man
agem
ent
Search
Client &Device Support
InformationArchitecture
Enterprise 2.0 &
Social Media
LoB
Inte
grati
on
Business Technology Capability MaturityUnderstanding Existing and Required Technical Capabilities
Level One Rudimentary
Level Two Established
Level Three Effective
Level Four Adaptive
@chrysalisbts
Business Application Maturity ModelAssessing the Technical Requirements of the Solution Design
Twelve Capabilities / Four Maturity Levels Rudimentary• Non-systematic, non-periodic, reactive• No consistent technology application
Established• Stable and repetitive• Technology are applied consistently but are
inflexible and often narrow in scopeEffective• Internally efficient, continuously improving• Technology capability is broadly available,
responsive to changes in internal processesAdaptive• Externally efficient and dynamic• Technology capability is universally available,
responsive to changes in internal and external process requirements
@chrysalisbts
Form
s
Workflow
Document Management
Records ManagementInformation &
Access Control
Business Intelligence
Gove
rnan
ce &
Polic
y Man
agem
ent
Search
Client &Device Support
InformationArchitecture
Enterprise 2.0 &
Social Media
LoB
Inte
grati
on
SharePoint Capability MaturityUnderstanding SharePoint's Business Technology Capabilities
Level One Rudimentary
Level Two Established
Level Three Effective
Level Four Adaptive
SharePoint 2010 Foundation
@chrysalisbts
Form
s
Workflow
Document Management
Records ManagementInformation &
Access Control
Business Intelligence
Gove
rnan
ce &
Polic
y Man
agem
ent
Search
Client &Device Support
InformationArchitecture
Enterprise 2.0 &
Social Media
LoB
Inte
grati
on
SharePoint Capability MaturityUnderstanding SharePoint's Business Technology Capabilities
Level One Rudimentary
Level Two Established
Level Three Effective
Level Four Adaptive
SharePoint 2010 Foundation
SharePoint 2010 Standard Edition
@chrysalisbts
Form
s
Workflow
Document Management
Records ManagementInformation &
Access Control
Business Intelligence
Gove
rnan
ce &
Polic
y Man
agem
ent
Search
Client &Device Support
InformationArchitecture
Enterprise 2.0 &
Social Media
LoB
Inte
grati
on
SharePoint Capability MaturityUnderstanding SharePoint's Business Technology Capabilities
Level One Rudimentary
Level Two Established
Level Three Effective
Level Four Adaptive
SharePoint 2010 Foundation
SharePoint 2010 Standard Edition
SharePoint 2010 Enterprise Edition
@chrysalisbts
ANNAI SYSTEMS REQUEST PORTALENABLING GENOMIC RESEARCH AND ANALYSIS
Improved Business Insight
@chrysalisbts
Background• Treatment of disease based on individual genomic profile is now a reality• This is supplanting older “demographic” treatment methods• Large genomic datasets now available for analysis facilitating identification of unique
genetic markers and new treatment protocols
Situation• Genomic analysis is no longer “wet” work, not primarily an Information Systems effort• Researchers need access to multiple analysis objects to perform meaningful research• Little insight into the volume and state of new data coming online • Current discovery tools are powerful but arcane, outside domain of many researchers
expertise
Goals• Enable discovery and access to the right genomic data• Facilitate exploration and discovery of specific genomic data sets• Provide expedited download of large genomic files
Organizational ObjectivesProvide access to data and tools to facilitate improved treatment of cancer and other diseases
@chrysalisbts
Data and Tools• Any single analysis object can easily be a half terabyte in size• Analysis objects are described by their metadata• Analysis objects are public domain but dispersed worldwide across multiple hosts
Processes• Discovery is manual, driven through a command line interface and prone to error• Download is cumbersome as files are so large, errors exacerbate the issue• Traceability and repeatability are difficult
People• Genomic Data Researchers• Primary Investigators• Lab Managers• Clinicians• Trial Managers
Performance EnablersImprove Performance of Strategic and Financial Management
@chrysalisbts
PERFORMANCEMANGEMENT TECHNIQUE
DESCRIPTION
1 Benchmarking Comparing performance metrics to industry bests2 Activity Based Management Evaluating activities to improve strategic and operational decisions3 Capacity Management Asset utilization improvement4 Target Costing Reduce the overall cost of a product over its life-cycle5 Balanced Scorecard Track of the execution of activities and monitor the consequences
arising from these actions6 Business Intelligence To support better business decision-making7 Lean / Six Sigma Improvement through speed and defect elimination8 Value Chain Analysis approach to support strategic planning9 Business Process Re-engineering Redesign of a process, product or service10 Just In Time Improve return on investment by reducing costs11 Results Based Accountability Improve the performance of programs, agencies and
service systems
Select Improvement TechniqueIdentifying The Right Methodology
@chrysalisbts
Form
s
Workflow
Document Management
Records ManagementInformation &
Access Control
Business Intelligence
Gove
rnan
ce &
Polic
y Man
agem
ent
Search
Client &Device Support
InformationArchitecture
Enterprise 2.0 &
Social Media
LoB
Inte
grati
on
Solution Strategy MaturityEmpowering Program Owners while Provisioning Insight and Control
Current State(As Is)
Desired State(To Be)
@chrysalisbts
Business Intelligence ApplicationreQuest Genomic Research Portal
@chrysalisbts
Genomic Data ExplorationreQuest Genomic Research Portal
@chrysalisbts
Genomic Data ExplorationreQuest Genomic Research Portal
@chrysalisbts
Individual View CreationreQuest Genomic Research Portal
@chrysalisbts
Genomic Data AccessreQuest Genomic Research Portal
@chrysalisbts
Genomic Data Ad-Hoc AnalysisreQuest Genomic Research Portal
@chrysalisbts
Genomic Data DownloadreQuest Genomic Research Portal
@chrysalisbts
Transition Management StrategyAssess Change Capacity
Communicate
Gather FeedbackTraining
People
Process
Tools
@chrysalisbts
Change Capacity• Two communities
• Tech-saavy audience• Tech is tangential
• Data Accuracy and Currency
• Simplified Interface• SME advisors supported
alignment with real-world business processes
Project OutcomesCorrective Action / Preventative Action Exception Management
Data and Tools• Improved data currency and availability• Aggregated access to data• Improved, integrated toolset
Process• Maps to current work processes• Improved discovery and access to data• Support cross team collaboration and
supporting data discovery
People• Less time exploring, more time analyzing• Automated notification of new relevant
analysis object availability• Familiar or intuitive interface and tools
@chrysalisbts
More Infoneeded
Start
Declined
Approval
Approved
NEXT STEPSDelivering Better Business Outcomes with SharePoint Technologies
@chrysalisbts
1) Learn MoreImprove Adoption and Value Realization through Performance Management Maturity
Performance Management Maturity Briefing Document
• Issue• Background• Status• Considerations• Options• Performance Management
Maturity Model• SharePoint Capability
Maturity Model
@chrysalisbts
Downloadhttp://www.chrysalisbts.com/?page_id=1961
2) SP Performance Management Workshop Improve Adoption and Value Realization through Performance Management Maturity
Performance Management Maturity Workshop• Business, IT leads and key
supporting team members• Leave the workshop with• Actionable outputs• A strong, practical understanding of
the framework and supporting materials• Deep insight into best practices for
solution design, collaborating across groups, end-user adoption and transition management strategies
Details• Two Day, “Learn To Fish” Model• Hands-on, team workshop• Learn to employ
• SharePoint Performance Management Maturity Framework
• SharePoint Technology Capability Maturity Model
• Real world use-cases• Use your own case
@chrysalisbts
SurveySurvey Panel in WebEx
3) Stay In TouchChrysalis Business Technology Solutions
Better Business Outcomes with SharePoint Technologies• www.slideshare.net/dhealey27
Chrysalis | Business Technology Chrysalis BTS Chrysalis BTS @chrysalisbts
Dave Healey• [email protected]• @dhealey27
@chrysalisbts
Better Business Outcomes with SharePoint – Evaluation Form
4) Complete the Post Event SurveyEnsuring value for you
• Matt has sent you a follow up email w details• Evaluation Form• Briefing Document
Download
@chrysalisbts
QA&@chrysalisbts