W1 0445 enterprise_v2

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W1 0445 enterprise_v2

  1. 1. Making a difference in the Enterprise: Social Software Development @ Virgin Media Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7
  2. 2. Virgin Media Field Teams A journey into a new world… Method Inception Value Futures JIRA
  3. 3. Virgin Media But first the corporate stuff… Ultra-fast broadband connections - speeds of up to 100Mb To over half of all UK homes The most advanced interactive TV service Broadcast TV and On-Demand powered by TiVo First to offer HD TV and 3D on demand to UK households One of the largest fixed-line Home phone providers in the country First and most popular virtual mobile network in the UK
  4. 4. Inception…
  5. 5. Virgin Media Field Teams The challenge we were set…. ⚑ ⚑ Simplify the business by improving Technology Demonstrate the Value of IT
  6. 6. Virgin Media Field Teams But what would we need to take on such a task ? And what were we given ?
  7. 7. Value…
  8. 8. Where Results 2012 – did we go ? 2013 – Results (YTD) Some big numbers…. • 22 Cycles Completed TOC Consumer Collections Revenue Assurance • 400 Opportunities Delivered Customer Retentions • 400,000 Hours of time saved • £Several in Revenue realised Sales Staff Accounts Business Billing Installs Field • 245 Opportunities Delivered … [ 420 ] Billing & Payments Credit Management •Accounting Services NPS Score +77 • 18 Cycles Completed … Customer Complaints • 230,000 Hours of time saved … [ 430,000 ] • TSC Revenue realised … [ £LotsM ] Retail £SeveralMore in Business Assure • NPS Score +92 … [ ? ] FSOC Sales Order Entry
  9. 9. Virgin Media Field Teams What have we delivered… ServeNow ServeNPC ServeSIP ServeOrder 400 300 200 100 0 New System Hardware Major Change Reports Education Process Minor Change
  10. 10. Net Promoter Score Virgin Media Field Teams “would recommend them” “gone above and Beyond” “outstanding team” “definitely like to have them back” “they exceeded my expectations” 6 to 0 Passive Detractor NPS = %age of Promoters less %age of Detractors “always be using them for our projects” +92 “I take my hat off to them” 8 or 7 Promoter Do they luuuuurve us ? 10 or 9 “approachable, available, Knowledgeable” “Field Team have given us hope” “a wonderful group of people”
  11. 11. Method…
  12. 12. Virgin Media Field Teams Executive Sponsorship Executive Sponsorship Data FT Governance & Ops Care Feedback Tech Benefits Field Teams (x3) Leadership Skills Technical Skills Business Skills Process Knowledge Dev & Support Cost Saving Calls Reduction … Trucks Avoided Hours Saved ICOMS Sifter IRB CCCS BOSS ü System ASPECT CDFE Oracle ERP Remedy Etc… Hardware Observation & Analysis Planning Training In-cycle Delivery ü ü ü ü ü ü ü ü Processes Data Interface Reports Post-cycle Delivery Observe Capture Analyse Plan Now NPC Deliver Collaborate SIP Order Serve Field  Teams Operational  Simplification JIRA Change Mgt Security Sol’n Design Communicate NPC
  13. 13. And along came JIRA…
  14. 14. Virgin Media Field Teams & JIRA Field Team Opportunities Customised “issues” track all opportunities identified Quality of capture is monitored through dashboards
  15. 15. Virgin Media Field Teams & JIRA 3 Perspectives of the Plan Completed Outstanding Planned Captured Opportunities Not Planned Rejects & Dupes
  16. 16. Virgin Media Field Teams & JIRA Complete Control… When do we deliver ? Where are the benefits coming from ?
  17. 17. Futures…
  18. 18. ⚑ Virgin Media Field Teams The challenge has been increased…. ⚑ Increase in Value BIGGER Solutions for the BIGGER problems
  19. 19. Thank you! Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7 #SocialSoftwareDev
  20. 20. Making a Difference: I Matthew Jensen • THE ENTERPRISE Developer Relations Engineer Graeme Smith • Senior Developer • • ATLASSIAN ATLASSIAN • • @matthewjensen @GraemeOfSydney
  21. 21. + Atlassian Foundation + MakeADiff
  22. 22. Atlassian Foundation
  23. 23. One Percent Model 1 % Annual profit Employee time Atlassian equity Community Licenses
  24. 24. Employee Contributions $ Atlassian will donate up to $1000 per year per employee through donation matching All Atlassian employees are eligible for five days of foundation leave per year
  25. 25. Foundation Council
  26. 26. Giving the youth of the world access to a world-class education to break the poverty cycle
  27. 27. $2.5 million 6 schools 150 libraries 1,500 girls
  28. 28. It’s too hard I’m too busy
  29. 29. Making it Easier
  30. 30. Plan A: Spreadsheet
  31. 31. Plan B: JIRA
  32. 32. ? ? ? ? ?
  33. 33. Much Better Plan:
  34. 34. “ Service Desk makes the process of logging volunteer leave and donation matching easy. ”
  35. 35. Making Time
  36. 36. 11 %
  37. 37. Success so far
  38. 38. Where Charities Struggle • Not tech savvy • Small IT budget, if any
  39. 39. Employee Volunteering • People are excited about this, but... • They don’t know where to find volunteering opportunities
  40. 40. Crowdsourcing • People can contribute as much as they like • No time or geographic constraints • Tap into a wealth of skills
  41. 41. Open Source • Anyone can contribute • Low barrier to entry for volunteers • Promotes re-use between projects
  42. 42. Under the Hood Make a Diff Servlet Filters Webwork Actions Redirect pages New pages Active Objects iframe Persistence Embedded Agile board JIRA
  43. 43. How Was It Built? • Volunteers • Code Camp • Hack Days • JIRA Agile, Bamboo, HipChat
  44. 44. Impact • Increase volunteer opportunities • Better use of time and money • Help more charities be awesome
  45. 45. Plans for the Future • https://makeadiff.org • Worldwide community - anyone can volunteer! • Stockpile of re-usable solutions
  46. 46. It’s too hard I’m too busy
  47. 47. It’s easy I’m too busy
  48. 48. It’s easy It’s efficient
  49. 49. Thank you! Graeme Smith Matthew Jensen
  50. 50. Rate this Talk Making a Difference in the Enterprise Text code below to 22333 or visit http://bit.ly/1bR92XO MEH = 2D NO T BA D = 2E P R ET T Y GO O D = 2F A WES O ME = 2G To join this session, send text 136888 to 22333

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