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Abhay Kellar, Accenture
 

Abhay Kellar, Accenture

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    Abhay Kellar, Accenture Abhay Kellar, Accenture Presentation Transcript

    • Global Delivery Enablement Abhay Kelkar, Accenture Nasscom Quality Summit, August 2005
    • Agenda
      • Global Customers & Delivery
      • Global Delivery Model
      • High Performance Delivery
      • Our Experience
    • “ Global” Customer Deliver solutions globally Customers are across globe, customers are global.
    • Global Delivery
      • Traditional Delivery
      • 2 dimensional – onsite / offshore
      • Single center
      • Single project / program manager
      • Transactional
      • Global Delivery
      • Multi-dimensional – multiple centers
      • Multiple businesses / applications
      • Multiple project / program managers
      • Sophisticated users
      • Procurement
      • Various risk appetites
      • Integrated delivery
      ROI Business backbone Mission critical Strategic Niche Pilots/POC/ Research Buyer-Seller Project delivery Outsourcing vendor Volume business Trusted partner Global Delivery Traditional Evolved High Low High Performance Innovation  Delivery 
    • Different Views
        • Client
      • Value
      • Reliability
      • Flexibility
      • Innovation
      • Trusted partner
      • Risk
        • Service Mgmt
      • Business solution
      • Solution delivery
      • Service transition
      • Finance mgmt
      • Relationship
      • Risk mgmt
        • Delivery
      • Mobilization
      • Requirements mgmt
      • People mgmt
      • Process maturity
      • Continuous improvement
      • Client satisfaction
      • Industrialization
    • Global Delivery Model Client Sites Delivery Centers Delivery Centers Onsite & Regional Global Delivery Methodology, Tools and Architectures Regional Global Delivery Location Onsite delivery Multidisciplinary Teams
      • 24x7 access worldwide
      • Industry-leading capabilities
      • On, near and offshore nodes
      • Diverse skills
      • Catering to business requirements, risk profile
    • High Performance Delivery Projects Capability Platform Sourcing Measured Proficiency Training, (Domain & Technical) Community Enablement IP Creation Delivery Platform Mobilisation Tools Quality Assurance Certification Continuous Improvement & Innovation Estimating Methods & Process Solution Mgmt Operational Reporting Service Delivery Metrics Programme Operating Models
    • Capability Platform Build consistently, globally Deploy locally - different skills/maturity across locations CoE Capabilities Delivery Support Business Development Training Sourcing Community
      • Capability groups
      • Technology practices
      • Technology career track
      • Center of Excellences/ Labs
      • Training/ certifications
      • Technology innovation
      • Global & local communities
      • Knowledge portals
    • Delivery Platform
      • Delivery suite
      • Integrated quality function deployment – contract, delivery, relationship
      • Tools - project management, quality assurance, SDLC, resource, portfolio management
      • Certifications – CMMI®, P-CMM®, eSCM, BS7799, BS15000, SAS70, COPC
      Accenture Delivery Methods Accenture Delivery Processes Accenture Delivery Tools Accenture Delivery Architectures Accenture Delivery Metrics
    • Solution Management
      • Trusted partners / relationship managers
      • Deal shaping – operating model
      • Transition – specialists, tools
      • Service management
      • Metrics / SLA definition
      • Escalation management
      • Dashboards
      • Business continuity
      • Security
      • Satisfaction
    • Transition Methodology KT Team KT Tools It’s a monthly process. We have to complete it before the 15th of every month. That makes sense now. Mark, does this process require admin rights? Tools Experts Transition Life Cycle Project Management, Tools, Methodology, Templates, Best Practices Steady State Handover Knowledge Transfer Detailed Planning and Verification Pre-Transition
      • End of Sales Process
      • LOI/Contract Signed
      • Infrastructure Setup Complete
      • Offsite Operational
      • Readiness
      • Offsite Service
      • Delivery Commences
      • Signed-Off
      • Transition Plan
      Order to Cash
    • Service Management 1. Capture requests on-line or via automated interfaces 3. Manage OLAs/SLAs via metrics established upfront with real-time dashboards to provide visibility into performance. 4. Provide online visibility into service status with automated notification and escalation as appropriate. 2. Route requests intelligently between client support structures - all driven by business rules 5. Automate service reporting and billing interfaces.
      • Scenarios
      • Business priorities
      • Crises management
      • Continuity plan
      • Plan maintenance
      • Exercising of the plan
      • Period testing of the plan
      Business Continuity ClientTeam Contract Compliance Audits Testing Standards Testing Audits Centres
    • Security
      • Information Security
        • Firewalls
        • Antivirus
        • Virtual LANs
        • Access control
        • Back-ups at off-sites
        • Security audits
      Confidentiality Information Security
      • Physical Security
        • 24x7 guards
        • Physical access control
        • Secured bays
        • CCTV
        • Access records
      • Confidentiality
        • NDA
        • Policies
        • Shredding
        • Background checks
      • Infrastructure reliability
        • Power
        • Network
        • Disaster recovery
        • Scalability
        • Consistency
        • Service
      Physical Security Infrastructure Reliability
    • Feedback Client Business Engagement Project/delivery CXO Client Business Leads Onsite Business Manager Onsite Project Manager Feedback providers Scope of work Regular Quarterly Six months Annual Frequency
    • Our Experience
      • Revenues FY04
      • Scale
      • Global Delivery Model
      • Intellectual Property
      • Recognition
      • $13.67bn (37% outsourcing)
      • ~ 115,000 employees; 48 countries
      • 4000+ clients on nearly 18,000 engagements over the past five years
      • 31,000 outsourcing professionals serve 375+ clients worldwide
      • 40 delivery centers worldwide
      • CMMI®, eSCM, ITIL, COPC, SAS 70, BS7799, Six Sigma
      • Issued 100 patents in the last 3 years, 950 applications pending
      • 51 st best Global brand by BusinessWeek 2005
      • 9 th in 2004 BusinessWeek InfoTech 100 List
      • Thank you