1. CMMI como acelerador de la excelencia de
Centro de Desarrollo para una organización
global.
Jesús Alonso García

2. Outsourcing in Accenture
Leader as Outsourcing Service Provider
• Best Outsourcing Partner following la IAOP (International Association of
Outsourcing Professionals) in the last 5 years.
• Named in relevant position for Outsourcing Center in 2011 as Best Global
Services y Best Business Transformation.
US$27 of NR
245 K+ Employees
120 countries
40k+ people in near shore
Accenture crea mercado
para outsourcing de
RR.HH. con un
proveedor global de
comunicaciones
Copyright © 2013 Accenture. All rights reserved.
Accenture firma el primer
contrato de outsourcing
combinado con una empresa
global de ocio
Abre en Bangalore el
primer Delivery Center
para BPO en la India
Accenture firma el
mayor contrato global
de outsourcing para
RR.HH. con una
empresa global de
bienes de consumo
IAOP elige a Accenture
como el proveedor de servicios
de outsourcing número 1 del
mundo por quinto año
consecutivo
Accenture también aparece
como líder de IDC
MarketScape en servicios
BPO de analítica de empresa

3. Accenture Delivery Centers
Accenture (NYSE:ACN) is a global management consulting, technology services
and outsourcing company,
• Our clients:
– 94% out of Fortune 100
– 76% out of Fortune 500
Copyright © 2013 Accenture. All rights reserved.
3

4. Spain Delivery Center
Fast Facts
 Established: 1992
 Locations: Barcelona, Bilbao, Madrid, Malaga, Seville, Valencia and Zaragoza
 Headcount: 1,100+ (4,270 in GDN for Technology in Spain)
 Languages Supported: English, Spanish, French, German, Italian and
Portuguese
 Certifications/Standards: CMMI®-Dev Level 5, ISO® 14001, ISO® 9001: 2000,
ISO 27001 SAP AMS, ITIL, PMP, OSHAS
 Industries: All industries, including Alnova, Banking, Communications,
Electronics & High Tech, Energy, Health, Insurance, Media, Products, Retail
and Utilities
Location Highlights
•Accenture Spain Delivery Center is the first organization in Europe to achieve CMMI®-Dev Level 5
Copyright © 2013 Accenture. All rights reserved.
4

5. High Maturity in Spain DC
Systems thinking
CMMI® v1.3 Level 5
2011
• Application Lifecycle Management. Ability to understand the system as a whole
CMMI® v1.2
Level 5
• Application Performance, starting in the design phase
2008
• Focus on improving the constraints
Statistical thinking
2005
• Ability to understand the variation of the results of the process
2003
• Forecasting the problems and focusing on improving key factors
Process thinking
2002
• Ability to identify processes, i.e. patterns of
work which repeat
2000
• Performance depends on the quality of the process
and focus on improving the process
Initial
• Performance depends on the people
1996
1999
CMMI® v1.1
Level 5
CMMI® Level 5
CMMI® Level 3
First informal assessment
CMMI® model selection
ISO® 9001 certification
• Focus on having many “heroes”
Copyright © 2013 Accenture. All rights reserved.
5

6. High Maturity
delivering projects and services
CMMI®-led and LMIS(*)-driven high maturity at
Delivery Center in Spain produces outstanding
benefits, both at project and organization level:
 Project Benefits:
• Optimizing the project process to maximize the probability to achieve
the objectives through Montecarlo Simulation in the predictive models
• Controlling and improving critical sub-processes through statistical
process control and variation causal analysis
 Organization Benefits:
• Developing Lean productivity and management tools
• Quantitatively improving quality, cost and schedule, applying
statistical methods with Six Sigma methodology
• Leveraging in projects the best practices and lessons learned in
previous experiences
(*) LMIS stands for Lean Management Information System and is the Analytical Management tool
used at Spain DC to help project achieve their business goals
Copyright © 2013 Accenture. All rights reserved.
6

7. CMMI High Maturity Analytics
Solution Factory SAP BI
Area Improved: Cost
Cpk: From 0.26 to 0.31
Gain: Reduced Avg Resol. time
European Governmental Org
Area Improved: Cost
Cpk: From -0.10 to 0.21
Gain: CV% from -0.3 to -0.1
The improvement of project performance
(Cost, Schedule or Quality) is translated
to a cost reduction for each project.
Monthly Cost Reducion for latest projects
25 k€
23 k€
20 k€
Accenture project
Area Improved: Schedule
Cpl: From 0.43 to 36.7
Gain: 5.3pp on-time deliveries
High-Tech lead in Europe
Area Improved: Cost
Cpk: From -0.29 to -0,09
Gain: 0.2pp on cost variance %
Copyright © 2013 Accenture All rights reserved.
Copyright © 2013 Accenture. All rights reserved.
16 k€
15 k€
14 k€
10 k€
7 k€
5 k€
5 k€
4 k€
5 k€
4 k€
1 k€
0 k€
1 k€
2 k€
2 k€
1 k€
2 k€
1 k€
Project Project Project Project Project Project Project Project Project Project Project Project Project Project Project
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8. Spain DC – Several Clients
Improvements
(80+ clients)
Benefits (I)
 Predictive models provide with invaluable information to reduce the risk of issues in a
project, as the source of some potential problems can be handled properly in an initial
stage
 Use of analytics techniques give a better insight on project normal issues and the possible
cause, avoiding taking actions based on responsible “feelings” or perceptions
 These analytics tools are totally integrated in LMIS (Lean Management Information
System), what makes this information automatically available in the project responsible
inbox, and facilitate the management of derived actions to resolution
 Acquired knowledge can be used as a differentiation factor from our competitors, so it has
been included as a service to allow other Accenture units to take this advantage .
Through predictive analytics, we not only better manage the present, but also increase the probability of future success. In doing
so, we become Predictive Enterprise.
Copyright © 2013 Accenture All rights reserved.
Copyright © 2013 Accenture. All rights reserved.
8

9. Spain DC – Several Clients
Improvements
(80+ clients)
Benefits (II)
 Improved management based on best practices
 Best practices from ADM, PMI, CMMI, Lean Six Sigma
 Single database to store all management data
 Based on industry tools selected by ADT
 Collection of templates based on ADM with additional
functionality
 Web Service and batch components to fill the gaps
 Significant reduction of management overhead
 Management plans become records in the database
 Management plans instruct the behavior of the system
 Time sheets validated with complex business rules
 Checklist uploaded in the database at no cost
 MS-Project updated daily by the batch
 Daily communication automated by the mailer
Copyright © 2013 Accenture All rights reserved.
Copyright © 2013 Accenture. All rights reserved.
9

10. Spain DC – Several Clients
Improvements (80+ clients)
Benefits (III)
 Continuous improvement enabled by the system
 Support to high maturity process areas
 Database designed to facilitate statistical analysis
 Architecture can be extended with additional metrics and reports
Example of LMIS control chart
Example of LMIS capability chart
Copyright © 2013 Accenture All rights reserved.
Copyright © 2013 Accenture. All rights reserved.
Example of LMIS predictive model result
Example of LMIS box plots
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11. Spain Delivery Center
Always Ahead