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02/21/2013  Delivering BetterBusiness Outcomeswith SharePoint Products and Technologies                                  p...
Welcome and IntroductionsChrysalis | Business Technology SolutionsChrysalis | Business Technology Solutions  •   Drive per...
Using WebExCreating a Dialogue, Questions and Answers                                             @chrysalisbts
Welcome & IntroductionsWho are you?  • What is your role in your organization?  • What is your organization’s    relations...
Post Event SurveyEnsuring value for you                                            • Relevance and value                  ...
Delivering Better Business OutcomesOur discussion today“Business issues first.”“Scenario-based innovation.”               ...
SharePoint Value PropositionMicrosoft SharePoint 2010 Marketing Wheel                                            • Deliver...
Typical SharePoint SolutionsFunctional Perspective                               Example Solution Types                   ...
SharePoint Deployment & Adoption       Value Realization and Performance ImprovementPerformance                           ...
Forrester on SharePoint       Gap in satisfaction between IT pros and business       “While if you build it, they will com...
Breaking Through the Barriers       Value is realized through utilization                                               Pr...
Key To Achieving Value Realization      Utilization is achieved through process alignment                                 ...
Delivering Better Business OutcomesOur Discussion Today• Case Study     • Addressing key business challenges     • Employi...
Successful SharePoint Case In PointIMPROVED CLAIMS PROCESSINGBETTER CUSTOMER SERVICE IN THE INSURANCE INDUSTRY            ...
Business ObjectivesImprove Speed and Accuracy of Claims ProcessingBackground   • Responsible for processing claims payment...
Business EnablersImprove Performance of Operational ManagementData and Tools  •   Twenty-three disconnected systems  •   E...
Transition ManagementBusiness Process Improvement – Persona Based Paper Prototyping: Ensuring the right User Experience   ...
Solution StrategyBusiness Process Improvement – Systems & Interactions As Is: Legacy Infrastructure Holding Back Performan...
Solution StrategyBusiness Process Improvement – Systems & Interactions To Be: Integrate and Extend              Executive ...
My Case Load                     My Reports            My Service Canada        My Personal Space                       Us...
Case Load                      Reports             My Service Canada    My Personal Space                       User Profi...
User Profile Right Hon. MinisterMy Links               Service Canada in the News                                         ...
Solution BenefitsBetter Utilization of Existing Resources, Optimized Workflow, Improved Productivity• Rapid Time to Deploy...
Successful SharePointUNLOCKING SHAREPOINT ROIPERFORMANCE MANAGEMENT MATURITY FRAMEWORK                                    ...
Performance Management Maturity FrameworkA Predictable, Repeatable Approach to Driving Ongoing Performance Improvement    ...
Define Objectives & Business CasePhase Zero: Approach to Identifying and Quantifying Improvement Initiatives              ...
Identify Performance Enablers  Core Business Capabilities That Enable an Organization To Advance Its Maturity and AgilityP...
Select Improvement TechniqueIdentifying The Right Methodology        PERFORMANCE                       DESCRIPTION        ...
Transition ManagementAssess Change Capacity            Communicate                                              • Change M...
Map The Solution StrategyIdentify Existing and Required Technical Capabilities                                            ...
Business Technology Capability MaturityUnderstanding Existing and Required Technical CapabilitiesLevel One                ...
Business Application Maturity ModelAssessing the Technical Requirements of the Solution Design                            ...
SharePoint Capability MaturityUnderstanding SharePoints Business Technology CapabilitiesLevel One                         ...
SharePoint Capability MaturityUnderstanding SharePoints Business Technology CapabilitiesLevel One                         ...
SharePoint Capability MaturityUnderstanding SharePoints Business Technology CapabilitiesLevel One                         ...
Improved Business InsightANNAI SYSTEMS REQUEST PORTALENABLING GENOMIC RESEARCH AND ANALYSIS                               ...
Organizational ObjectivesProvide access to data and tools to facilitate improved treatment of cancer and other diseasesBac...
Performance EnablersImprove Performance of Strategic and Financial ManagementData and Tools  • Any single analysis object ...
Select Improvement TechniqueIdentifying The Right Methodology        PERFORMANCE                       DESCRIPTION        ...
Solution Strategy MaturityEmpowering Program Owners while Provisioning Insight and Control                                ...
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                                              C...
Project OutcomesCorrective Action / Preventative Action Exception Management                                              ...
Delivering Better Business Outcomes with SharePoint TechnologiesNEXT STEPS                                                ...
1) Learn More   Improve Adoption and Value Realization through Performance Management MaturityPerformance ManagementMaturi...
2) SP Performance Management Workshop    Improve Adoption and Value Realization through Performance Management MaturityPer...
3) Stay In Touch    Chrysalis Business Technology SolutionsBetter Business Outcomes with SharePoint Technologies• www.slid...
4) Complete the Post Event SurveyEnsuring value for you                                            • Matt has sent you a  ...
&    @chrysalisbts
presented by         Dave Healeydhealey@chrysalisbts.com         (206) 734-9414                            60
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Better Business Outcomes with SharePoint Technologies

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Microsoft SharePoint Server’s rich technology set and robust capabilities make it the perfect toolset for organizing, integrating and automating business processes and systems to drive improved organizational performance and with over 65,000 customers and 125 million licenses in market, it’s likely that you already own it. Yet it remains poorly understood and significantly underutilized by business owners as an enabler of business strategy, value creation and ongoing process improvement.

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Transcript of "Better Business Outcomes with SharePoint Technologies"

  1. 1. 02/21/2013 Delivering BetterBusiness Outcomeswith SharePoint Products and Technologies presented by Dave Healey dhealey@chrysalisbts.com (206) 734-9414
  2. 2. Welcome and IntroductionsChrysalis | Business Technology SolutionsChrysalis | Business Technology Solutions • Drive performance improvement through the strategic application of technology • Business process optimization • Business application implementation and management • Specialization in Microsoft SharePointPresentation Team Dave Healey, Managing Partner Matt Forsyth, Marketing Coordinator • 20 years industry experience • Digital marketing professional • Knowledge & Information Mgmt. • Business Grad. Pacific Lutheran University Andrew Hopkins, Principal Consultant • 22 years industry experience • Enterprise Information Management @chrysalisbts
  3. 3. Using WebExCreating a Dialogue, Questions and Answers @chrysalisbts
  4. 4. Welcome & IntroductionsWho 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?
  5. 5. Post Event SurveyEnsuring value for you • Relevance and value • Matt will send a mail with the link Better Business Outcomes with SharePoint – Evaluation Form @chrysalisbts
  6. 6. Delivering Better Business OutcomesOur discussion today“Business issues first.”“Scenario-based innovation.” – Karuana Gatimu Director, Solution Delivery Discovery & Collaboration at Microsoft SharePoint Saturday, Redmond
  7. 7. SharePoint Value PropositionMicrosoft SharePoint 2010 Marketing Wheel • Deliver The Best Productivity Experience • Cut Costs With A Unified Infrastructure • Rapidly Respond To Business Needs
  8. 8. 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 Analysis Functional & Industry Solutions • Finance, Operations, Sales Human Resources • Financial Services, Government, Healthcar e & Life Sciences, Manufacturing, Retail
  9. 9. SharePoint Deployment & Adoption Value Realization and Performance ImprovementPerformance Business Value Realization Maturity Rudimentary Established Effective Adaptive SharePoint Pre-Deployment Initial Deployment Broad Adoption Business Solutions Adoption Business • Inconsistent Teaming • Productivity Gains • Broaden Adoption • Insight In-Context Value • Ad-hoc Collaboration • Effective Teaming • Drive Compliance • Improved • Informal, Inefficient • Lightweight • Reduce multiple system Decision Making Processes Project Management maintenance costs • Increased Agility • Significant IP & Legal Risk • File shares • Team Collaboration • Content Management • Integration Key • Email • Document Management • Social Computing • Composite and Capabilities • USB Drive • Search • Enterprise-Class Search Industry Applications • Cloud shares • Business Intelligence • Non-systematic, non-periodic and reactive • Stable and repetitive • Internally efficient and continuously improving • Externally efficient and dynamic @chrysalisbts
  10. 10. Forrester on SharePoint Gap in satisfaction between IT pros and business “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, 11Source: SharePoint Enters Its Awkward Teenage Years, Forrester Research February 6, 2013
  11. 11. Breaking Through the Barriers Value is realized through utilization Process Alignment Organizational Change Software Functionality Effective User Effective User Adoption Adoption 69%Source: TSIA / Neochanges / Sand Hill Group @chrysalisbts
  12. 12. Key To Achieving Value Realization Utilization is achieved through process alignment Outcome 20% to 30% Cost Savings Start with… Add… • Business Processes • Business Application Outcome 6% - 9% Cost Increase Start with… Add… • Business Application • Business ProcessSource: Cisco Systems Momentum Research Group @chrysalisbts
  13. 13. Delivering Better Business OutcomesOur Discussion Today• Case Study • Addressing key business challenges • Employing the SharePoint Performance Management Framework• Elaborate on the Framework• Case Study
  14. 14. Successful SharePoint Case In PointIMPROVED CLAIMS PROCESSINGBETTER CUSTOMER SERVICE IN THE INSURANCE INDUSTRY @chrysalisbts
  15. 15. Business ObjectivesImprove Speed and Accuracy of Claims ProcessingBackground • Responsible for processing claims payments from clients across the country • High degree of seasonality in processing workloadsSituation • 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 ratesGoals • 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 @chrysalisbts
  16. 16. Business EnablersImprove Performance of Operational ManagementData 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 pencilProcesses • Paper based claims capture • Claim manually entered later • Separate agent processed claim further down the road • Classic “swivel chair” processPeople • Claimants (External) • Claims Agents • Management • Executive @chrysalisbts
  17. 17. Transition ManagementBusiness Process Improvement – Persona Based Paper Prototyping: Ensuring the right User Experience User-centered design • Helps meets the users 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
  18. 18. Solution StrategyBusiness Process Improvement – Systems & Interactions As Is: Legacy Infrastructure Holding Back Performance Executive ROE Web PAPS ICCM CLS Asgard CMS Management DTS Easy DARS Access OLIS Intranet WMS Ref. SSA Appli- ADMS Web Service / Contact Center Agents ACP Appli- FTS Check AVRES @chrysalisbts
  19. 19. Solution StrategyBusiness Process Improvement – Systems & Interactions To Be: Integrate and Extend Executive ROE Web PAPS ICCM CLS Asgard CMS Central Claims Management Management DTS Easy DARS Access OLIS Intranet WMS Ref. SSA Appli- ADMS Web Service / Contact Center Agents ACP Appli- FTS Check AVRES @chrysalisbts
  20. 20. My Case Load My Reports My Service Canada My Personal Space User Profile James Doohan Region: AtlanticEI Application Last Name First Name SIN Status My Knowledge NetworkRecord of Employment Baker Arthur 123 456 789 Under investigationDirect Deposit Info Bulmer John 234 567 890 ROE missing Caley Susanne 345 678 901 Under investigationAppeals DaSilva Sarah 456 789 012 Under investigationTest Galati Reginald 567 890 123 PendingTest Hinton Steven 789 012 345 PendingTest Nadeau Farshad 890 123 456 PendingTest Remillard Jacques 901 234 567 Missing informationTest Schnabel Doreen 012 345 678 Missing informationTest West Bill 223 456 789 ROE missingTest Application Details Bulmer John 234 567 890 ROE missing Date of Birth March 21, 2005 Gender Male Mothers Maiden Ballmer Temp PWD ID A8F1-CB84 Resources Preferred Lang. French Home Phone 723-123-9876  System Help Address 01 456 Maple view Address 02 Apt. 23  Help Desk City Dartmouth Province Nova Scotia  Another Postal Code R6T 2H7  And another
  21. 21. Case Load Reports My Service Canada My Personal Space User Profile George Takei Region: Eastern CanadaCase Load by Region My Agent NetworkCase Load Forecaster Claim Volume By Status Case Load by AgentCase Load StatisticsCase Load LevellingTestTestTestTestTestTest Case Load Forecast by QuarterTest
  22. 22. User Profile Right Hon. MinisterMy Links Service Canada in the News Compliance Initiatives + CBC News: Canadas children need more help: new report  Service Canada  My Dashboard - CBC Montreal: PSAC strike hits Quebec Striking workers from Social Development Canada yelled and chanted as police officers escort  My Personal Space non-striking workers into the building. more  CBOC + Globe and Mail: Want a passport with that EI? Service Canada sets up shop + Ottawa SUN: B.C. poised to join child-care deal My Calendar Balanced Scorecard Claims over 30 days Test Test Test Test Test Employee satisfaction YTD claim volume Time to process claim vs. median
  23. 23. Solution BenefitsBetter Utilization of Existing Resources, Optimized Workflow, Improved Productivity• Rapid Time to Deployment BUSINESS BENEFITS • Incremental, evolutionary solution approach that • Reduced Claims leverages existing IT assets• Cost Effective Low TCO Alternative Processing Time• Organizationally Friendly • Better Insight • Consistent with internal Across Organization systems directions • Systems organization • Value for Money has skills in-house • Governance and • Technical skills are widely available in the marketplace Policy Compliance• No New Technology Procurement • Licensing already paid for • Better utilization of existing resources @chrysalisbts
  24. 24. Successful SharePointUNLOCKING SHAREPOINT ROIPERFORMANCE MANAGEMENT MATURITY FRAMEWORK @chrysalisbts
  25. 25. Performance Management Maturity FrameworkA Predictable, Repeatable Approach to Driving Ongoing Performance Improvement Objectives & Business Case Performance Enablers Improvement Techniques Transition Management Solution Strategy @chrysalisbts
  26. 26. Define Objectives & Business CasePhase Zero: Approach to Identifying and Quantifying Improvement Initiatives Phase Zero: Business Case Development Platform Technology Initiative Exploration Initiative Validation & Initiative Strategy & Assessment & Technical Validation Improvement Impact Launch Timeline 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
  27. 27. Identify Performance Enablers Core Business Capabilities That Enable an Organization To Advance Its Maturity and AgilityPerformance Business Value Approach Maturity Rudimentary Established Effective Adaptive 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 @chrysalisbts
  28. 28. Select Improvement TechniqueIdentifying The Right Methodology PERFORMANCE DESCRIPTION MANGEMENT TECHNIQUE1 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 @chrysalisbts
  29. 29. Transition ManagementAssess Change Capacity Communicate • Change Management: A structured approach to change in Tools People individuals, teams and organizations that enable the change from Process current state to desired stateTraining Gather Feedback @chrysalisbts
  30. 30. Map The Solution StrategyIdentify Existing and Required Technical Capabilities LoB Integration Client & Document Management Device Support Business Intelligence @chrysalisbts
  31. 31. Business Technology Capability MaturityUnderstanding Existing and Required Technical CapabilitiesLevel One Level Three LoB IntegrationRudimentary Effective Client & Document Management Device Support Business IntelligenceLevel Two Level Four Established Adaptive @chrysalisbts
  32. 32. 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 scope Effective • Internally efficient, continuously improving • Technology capability is broadly available, responsive to changes in internal processes Adaptive • Externally efficient and dynamic • Technology capability is universally available, responsive to changes in internal and external process requirements @chrysalisbts
  33. 33. SharePoint Capability MaturityUnderstanding SharePoints Business Technology CapabilitiesLevel One Level Three LoB IntegrationRudimentary Effective SharePoint 2010 Foundation Client & Document Management Device Support Business IntelligenceLevel Two Level Four Established Adaptive @chrysalisbts
  34. 34. SharePoint Capability MaturityUnderstanding SharePoints Business Technology CapabilitiesLevel One Level Three LoB IntegrationRudimentary Effective SharePoint 2010 Foundation SharePoint 2010 Standard Edition Client & Document Management Device Support Business IntelligenceLevel Two Level Four Established Adaptive @chrysalisbts
  35. 35. SharePoint Capability MaturityUnderstanding SharePoints Business Technology CapabilitiesLevel One Level Three LoB IntegrationRudimentary Effective SharePoint 2010 Foundation SharePoint 2010 Standard Edition SharePoint 2010 Enterprise Edition Client & Document Management Device Support Business IntelligenceLevel Two Level Four Established Adaptive @chrysalisbts
  36. 36. Improved Business InsightANNAI SYSTEMS REQUEST PORTALENABLING GENOMIC RESEARCH AND ANALYSIS @chrysalisbts
  37. 37. Organizational ObjectivesProvide access to data and tools to facilitate improved treatment of cancer and other diseasesBackground • 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 protocolsSituation • 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 expertiseGoals • 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 @chrysalisbts
  38. 38. Performance EnablersImprove Performance of Strategic and Financial ManagementData 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 hostsProcesses • 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 difficultPeople • Genomic Data Researchers • Primary Investigators • Lab Managers • Clinicians • Trial Managers @chrysalisbts
  39. 39. Select Improvement TechniqueIdentifying The Right Methodology PERFORMANCE DESCRIPTION MANGEMENT TECHNIQUE1 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 @chrysalisbts
  40. 40. Solution Strategy MaturityEmpowering Program Owners while Provisioning Insight and Control LoB Integration Current State (As Is) Desired State (To Be) Client & Document Management Device Support Business Intelligence @chrysalisbts
  41. 41. Business Intelligence ApplicationreQuest Genomic Research Portal @chrysalisbts
  42. 42. Genomic Data ExplorationreQuest Genomic Research Portal @chrysalisbts
  43. 43. Genomic Data ExplorationreQuest Genomic Research Portal @chrysalisbts
  44. 44. Individual View CreationreQuest Genomic Research Portal @chrysalisbts
  45. 45. Genomic Data AccessreQuest Genomic Research Portal @chrysalisbts
  46. 46. Genomic Data Ad-Hoc AnalysisreQuest Genomic Research Portal @chrysalisbts
  47. 47. Genomic Data DownloadreQuest Genomic Research Portal @chrysalisbts
  48. 48. Transition Management StrategyAssess Change Capacity Communicate Change Capacity • Two communities • Tech-saavy audience • Tech is tangential Tools People • Data Accuracy and Currency Process • Simplified Interface • SME advisors supported alignment with real-worldTraining Gather Feedback business processes @chrysalisbts
  49. 49. 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
  50. 50. Delivering Better Business Outcomes with SharePoint TechnologiesNEXT STEPS @chrysalisbts
  51. 51. 1) Learn More Improve Adoption and Value Realization through Performance Management MaturityPerformance ManagementMaturity Briefing Document • Issue • Background • Status • Considerations • Options • Performance Management Maturity Model • SharePoint Capability Maturity Model Download http://www.chrysalisbts.com/?page_id=1961 @chrysalisbts
  52. 52. 2) SP Performance Management Workshop Improve Adoption and Value Realization through Performance Management MaturityPerformance Management DetailsMaturity Workshop • Two Day, “Learn To Fish” Model• Business, IT leads and key • Hands-on, team workshop supporting team members • Learn to employ• Leave the workshop with • SharePoint Performance Management • Actionable outputs Maturity Framework • A strong, practical understanding of • SharePoint Technology Capability Maturity Model the framework and supporting materials • Real world use-cases • Deep insight into best practices for • Use your own case solution design, collaborating across groups, end-user adoption and transition management strategies Survey Survey Panel in WebEx @chrysalisbts
  53. 53. 3) Stay In Touch Chrysalis Business Technology SolutionsBetter Business Outcomes with SharePoint Technologies• www.slideshare.net/dhealey27Chrysalis | Business Technology Chrysalis BTS Chrysalis BTS @chrysalisbtsDave Healey• dhealey@chrysalisbts.com• @dhealey27 @chrysalisbts
  54. 54. 4) Complete the Post Event SurveyEnsuring value for you • Matt has sent you a follow up email w details • Evaluation Form • Briefing Document Download Better Business Outcomes with SharePoint – Evaluation Form @chrysalisbts
  55. 55. & @chrysalisbts
  56. 56. presented by Dave Healeydhealey@chrysalisbts.com (206) 734-9414 60
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