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  • 1. - SharePoint ROI Case StudyThe structure of this SharePoint ROI case study is based on the Phillips ROIMethodology model which provides a step by step process for collecting data,summarizing and processing data, isolating the effects of programs,converting data to monetary value and capturing the actual ROI. IT Change Management ProcessGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 2. - SharePoint ROI Case StudyThis ROI Analysis was for a project or business solution that was built for asmall company of less than 500 employees at the request of the CIO who wasthe primary sponsor.The Change Control Process solution is built upon a SharePoint 2010 sitetitled “IT Support Teamsite” using an existing Microsoft SharePoint (MS) 2010platform that is utilized as an employee intranet.The solution included requirements that necessitated additional MS softwareproducts such as InfoPath 2010 as well as third party products that aredesigned to integrate within the SharePoint 2010 platform.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 3. - SharePoint ROI Case StudySpecific SharePoint features and capabilities are referenced to give the readera better understanding of how information relevant to an ROI Analysis can becollected inside this business solution, how it is available in the SharePoint2010 platform and to help achieve a better understanding of how the solutionwas built.Costs associated with the SharePoint platform and other software costs werenot evaluated because they were deemed part of the existing IT infrastructure.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 4. - SharePoint ROI Case Study Glossary of TermsSharePoint 2010 - a web application platform developed by Microsoft, firstlaunched in 2001, typically associated with web content management anddocument management systems but it is actually a much broader platform ofweb technologies capable of being configured into a wide range of solutionareas.InfoPath 2010 - a software application for designing, distributing, filling andsubmitting electronic forms containing structured dataWorkflow - a workflow consists of a sequence of connected steps that can beautomated using software to provide routing of documents or assignment oftasksTangible Benefits - benefits that can be quantified monetarily.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 5. - SharePoint ROI Case Study Glossary of Terms cont’dIntangible Benefits - benefits or detriments directly linked to a project thatcannot or should not be converted to monetary valuesRecords Center - the records center site template in MS SharePoint 2010 isdesigned to help organizations implement their records management andretention policyPhillips ROI Methodology - The Phillips ROI Methodology™ model providesa step-by-step process for collecting data, summarizing and processing data,isolating the effects of programs, converting data to monetary value andcapturing the actual ROIChange Control - Information Technology systems use a formal process toensure that changes to a product or system are introduced in a controlled andcoordinated mannerGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 6. - SharePoint ROI Case Study Glossary of Terms cont’dDocument Library - collection of files that you can share with team memberson a web based MS SharePoint siteForm Library - collection of InfoPath forms held in a libraryGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 7. - SharePoint ROI Case Study Abstract• OCARI TITAN is currently undergoing a full consolidation with its parent company CANESS Corp which is a much larger global company.• CANESS Corp is a well-established, heavily regulated company that has different policies and procedures than OCARI TITAN.• Over the past year, CANESS Corp auditors have been performing audits on OCARI TITAN to confirm the company has systems and standards in place to conform to current CANESS Corporate policies.• One area that required a process change was the IT Change Management process.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 8. - SharePoint ROI Case Study Abstract• The Change Management process documents new changes applied to the IT infrastructure and this process falls under the CIO who heads the IT department.• The existing Microsoft SharePoint 2010 platform currently deployed as an Employee Intranet is being utilized to develop an IT site that will contain the solution and also help showcase how SharePoint is being used within the company.• This ROI Analysis is based on the business solution that was developed to meet the new requirements mandated by CANESS Corp.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 9. - SharePoint ROI Case Study Background• The CIO at OCARI TITAN has had an ongoing IT initiative to incorporate MS SharePoint 2010 into the organization to provide key functionality in the form of an Employee Intranet, Extranet and as a development platform for business solutions.• Using the SharePoint 2010 platform provides the company with all of the features included within SharePoint 2010 such as Enterprise Search, Content and Records Management, Workflow, Websites, Collaboration and many other useful business tools while still integrating the existing Microsoft Office Suite currently utilized throughout the company. OCARI TITAN currently has an Employee Intranet architected with sites to mirror the existing departmental structure within the company.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 10. - SharePoint ROI Case Study Background• To conform to new policies mandated by the parent company, the CIO has decided to start by addressing the new requirement that all employees in the IT Department have to document and record all changes that are performed within the IT infrastructure.• The CIO refers to this as a “Change Control Process” and believes this is great fit for the SharePoint 2010 platform because it will leverage the existing IT Portal which already provides secure access to all members of the IT department.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 11. - SharePoint ROI Case Study Background• The CIO would like to locate the new “Change Control Process” under one specific site named “IT Support Teamsite” where all IT staff will be required to document their changes.• After analyzing the processes surrounding all of the IT infrastructure changes, the CIO determines that to fully address all internal changes he will also need to include the IT Access Request Process and IT Asset Disposal Process in addition to the IT Change Control Process in order to build a comprehensive solution.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 12. - SharePoint ROI Case Study Background• By building and addressing the new requirement to implement a “Change Control Process” within OCARI TITAN the CIO believes many efficiencies and cost savings can be achieved resulting in a significant ROI by decreasing employee time and consumables normally used in this type of business process.• In addition to tangible cost savings, the solution also provides many intangible benefits such as accountability on behalf of each employee, improved clarity for the change control process, team effectiveness with the entire process viewable in one departmental site and the core solution of a fully automated and auditable business process.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 13. - SharePoint ROI Case Study Background• The solution will also provide many high-level tangible and intangible benefits that help position the company to move forward with enterprise level strategic goals such as going paperless, building an enterprise content management strategy, automating records management, reducing E-discovery risks and improving corporate-wide business processes.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 14. - SharePoint ROI Case Study Business Objectives• The Change Control business solution originally stemmed from a policy mandate requested from the parent company CANESS Corp and by default was considered to be linked to the organization’s goals, strategic objectives and legal obligations.• The Change Control business solution is entirely software-based as are the associated software technologies that provide the functionality to make this type of solution possible. Due to these complexities of the business solution, a Technical Objectives/Outline and Glossary is included in the Analysis to help bridge how these technologies were utilized and provide some insight into the solution components.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 15. - SharePoint ROI Case Study Business ObjectivesThe primary business objectives include;•Create a new business process to document changes in the IT Infrastructure•Create a one stop solution that addresses all components of IT changemanagement within OCARI TITAN in the form of an IT Support Teamsite•Create a view of all the business processes in all stages of their lifecycle•Build required approvals into the business process(s) where applicableGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 16. - SharePoint ROI Case Study Business ObjectivesThe primary business objectives cont’d;•Improve the business process and efficiencies in all three identifiedbusinesses processes based on an ROI Analysis measuring process time,paper document costs and direct labor cost savings•The solution will provide a permanent records management architecture forarchiving all forms generated in the system•Utilize and leverage the existing SharePoint 2010 platform to build andhouse the solution•Identify all areas within OCARI TITAN where the Change Control Process willprovide a tangible or intangible benefitGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 17. - SharePoint ROI Case Study Technical Objectives/OutlineWebsite•SharePoint 2010 Site will be created under the IT Departmental hierarchytitled “IT Support Teamsite” which will hold the entire “Change ControlProcess” business solution.•The solution will be comprised of; lists and document libraries to hold andpresent accumulated information, form libraries to pull information into thesystem via electronic forms, automated routing of forms via workflow, formconversion into records and archival storage of records in a dedicated IT“Records CenterGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 18. - SharePoint ROI Case Study Technical Objectives/OutlineElectronic forms•The Change Control solution consists of 3 distinct business processes thathave been developed into InfoPath 2010 electronic forms;IT Access Request Form - allows end users to request specific access to ITinfrastructureIT Asset Disposal Form - allows IT department employees to account fordisposal of all IT assetsIT Change Control Form - allows IT department employees to gain approvalfor requested IT infrastructure changes, document changes, create record ofchangesGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 19. - SharePoint ROI Case Study Technical Objectives/OutlineWorkflow•All business processes in the Change Control solution are automated usingNintex workflow 2010. The workflow provides the engine that automates therouting of documents at designated times to specific individuals to receiveapproval and continue on their designated paths to their completed end stateor lifecycle.•Each business process has at least one specific workflow acting upon theinformation initially submitted via the electronic form;IT Access Request workflowIT Asset Disposal workflowIT Change Control workflowGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 20. - SharePoint ROI Case Study Technical Objectives/OutlineDocument Libraries•Each business process identified under “IT Support Teamsite” genericallycorresponds to a specific document or form library used to store and presentthe information that is collected via the electronic forms.IT Access Request Form Library - holds IT Access requests formsIT Asset Disposal Form library - holds IT Asset Disposal FormsIT Change Control Library - holds IT Change Control LibraryIT Form History Document Library - used to present a historical view of allprocess forms that are submitted into the system.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 21. - SharePoint ROI Case Study Technical Objectives/OutlineRecord Creation• All forms utilized under the “IT Support Teamsite” initially exist as InfoPathforms which need to be converted into PDF document types in order to bestored as records for their final lifecycle stage. This process is initiated byNintex workflow and utilizes third party software Muhimbi PDF converter toachieve this record conversion requirement.Record Center•A SharePoint 2010 Records Center in the architecture of a site collection hasbeen created to house all IT records and it is this location where all PDFrecords are stored in their final state where they can be referenced or auditedGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 22. - SharePoint ROI Case Study ROI Objectives/Analysis• While it is possible to breakdown the Return on Investment (ROI) on many levels, this ROI analysis focused on specific tangible benefits (those that were converted to monetary savings) as outlined below and intangible benefits (benefits incurred by the business solution that do not easily convert to monetary values or were not converted to monetary values based on limited resources).• The Change Control business solution originally stemmed from a policy mandate requested from the parent company CANESS Corp and by association was considered to be linked to the organization’s goals, strategic objectives and legal obligations.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 23. - SharePoint ROI Case Study ROI Objectives/Analysis• The ROI analysis will evaluate the new business solution up to level 4 using the Phillips ROI methodology.1. Reaction and Perceived Value2. Learning3. Application/Implementation4. Business ImpactGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 24. - SharePoint ROI Case Study ROI Objectives/Analysis• The “Change Management Process” implemented in the form of a SharePoint site was a new creation as well the Change Control Form process so no historical information could be obtained for standard values such as number of site hits or number of Change Control forms submitted in a previous year.• The number of Change Control forms that would be submitted is based on an estimate by the CIO considered to be the SME (Subject Matter Expert).Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 25. - SharePoint ROI Case Study ROI Objectives/Analysis• The IT Asset Disposal and IT Access Request processes are existing paper-based business processes that could be mined for historical information such as number of pages printed, number of forms generated in the previous year, and the employee time required to use and manage the respective business processes.• The actual values used to calculate the employee time spent on form tasks and paper costs was solicited from the CIO (process owner), employees and managers actively using the process(s).1. Cost per employee hour is based on an average of IT employee salaries.2. Paper and printing costs were calculated based on known consumable values within OCARI TITAN.3. All calculations were based on or calculated for a one year period of time.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 26. - SharePoint ROI Case Study ROI Objectives/AnalysisIT Asset DisposalCosts were calculated based on number of assets disposed of in 2010IT Access RequestsCosts were calculated based on number IT Access requests submitted in2010IT Change ControlSince this was a new process, the number of items that were submitted after30 days was used to estimate the total number of forms that may be submittedin the course of a year.•The Change Management Process was a requirement by the parent companyCANESS Corp and as such was never evaluated on whether it would providea Level 5 ROI because it was considered mandatory.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 27. - SharePoint ROI Case Study Tangible Items Calculated• 1 Year Total Cost - Paper Process vs. Automated Business Processes• Cost of single form transaction• IT Access Form Total Cost 1 Year• IT Asset Disposal Form Cost 1 Year• IT Asset Change Control Form 1 Year• 1 Year Total Time - Paper Process vs. Automated Business Processes• Total employee time per process - Paper Process vs. Automated Business ProcessesGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 28. - SharePoint ROI Case Study Tangible Items Calculated Standard Values/Estimates *applicable to all form processes Average Cost of Employee per hour $50/hr. Time spent filling out paper forms 5 min Time transporting paper forms 45 min Time spent by manager approving paper forms 2 min Cost per printed page .03 ₵ # of IT Access Forms/Year 210 # of IT Asset Disposal forms/Year 220 # of IT Asset Change Control Forms/Year 900 Time spent filling out electronic form 1.5 min Time spent transporting electronic form 0 Time spent by approving manager electronic form .166/min (10 seconds)Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 29. - SharePoint ROI Case Study Tangible Items Calculated Level 4 Impact of Change Management Business Solution Original Paper Processes Automated Business Processes Calculation Cost Calculation Cost Time spent filling out form .83₵/min * 5 min $04.15 .83₵/min *1.5 min $01.25 Time spent transporting forms .83₵/min *45 min $37.50 .83₵/min * 0 min $00.00 Time spent approving by manager .83₵/min *2 min $01.65 .83₵/min * . $00.15 166/min Cost of printed page .03₵/page * 1 page - 2 min $00.03 .03₵/page * 0 $00.00 Cost of single form transaction $43.33 $01.40 Time per process(est.) 54 min 1.666 min IT Access Forms/1 Year 210 * $43.33 $9,099.30 210 * $01.40 $294.00 IT Asset Disposal Forms/1 Year 220 * $43.33 $9,532.60 220 * $01.40 $308.00 IT Asset Change Control Form/1 Year 900 * $43.33 $45,000.00 900 * $01.40 $1,260.00 Total 1 Year Cost $63,631.90 $1,863.40 Total 1 Year 1197 hours 37 hoursGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 30. - SharePoint ROI Case Study Intangible ItemsEach new automated process under the IT Support Teamsite for the ChangeControl Process provides;Accountability- All forms generated in the system are automatically tagged with “creator” - Form libraries incorporate “count” feature to view number of documentssubmitted by each employee- Automated workflow identifies which employee is completing specifiedbusiness processGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 31. - SharePoint ROI Case Study Intangible ItemsClarity- All generated forms are automatically routed to Records Center- All IT forms in the system can be viewed by IT staff form from the “FormHistory” interface- Business process is auditableTeam Effectiveness- All IT Change Control forms can be evaluated in one place by the entire ITdepartment and management.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 32. - SharePoint ROI Case Study Intangible ItemsProcess Efficiency- Business processes are completed in a timelier manner providing businesscontinuityAuditability- All Change Control forms can now be audited via a dedicated RecordsCenter- Audits on Change Control forms can performed from remote locations usingthe integrated extranet capabilities(Reduced travel time and costs to perform onsite audit)Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 33. - SharePoint ROI Case Study Intangible ItemsEmployee Time Savings Auditing- time savings for CIO not having to manage processReduced Impact on Environment- using less paper helps the environment by not utilizing trees, printer inks andCO2 emissions associated with transporting these items..Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 34. - SharePoint ROI Case Study ROI Analysis Plan Data Items Methods for isolating the Methods of Converting Cost Intangible benefits Communication Other Comments Effects of the Data to Monetary Categories Targets for Final influences/Issues Program/Process Values Report During Application Reduce time to use CIO estimate/ Employee time in - Process Efficiency CIO business processes Company Records minutes/hours - Clarity vs. current process processing forms - Team Effectiveness converted to average - Records Management employee hourly cost Reduce cost of CIO estimate Calculate average cost - Re-allocation of CIO existing business per form multiplied by resources processes vs. number of forms per current process year Reduce or Company Records/CIO Cost per printed page -Environment al Impact CIO eliminate paper Estimates costsGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 35. - SharePoint ROI Case Study ROI – Change Control Process Project Plan ROI Tasks JUNE JULY AUG SEPT OCT NOV DEC Decision to conduct ROI study Evaluation planning complete Instruments of design are identified Instruments are tested Level 1 Relevancy of Project (satisfaction/reaction) Level 1 Value of Project (satisfaction/reaction) Level 1 Solution design and structure (satisfaction/reaction) Level 2 Using IT Support Teamsite (learning/education) Level 2 Using applicable process form (learning/education) Level 2 Understanding system components (learning/education) Level 2 Process status/IT Form History/Lifecycle (learning education) Level 3 IT Department utilizing IT Support Teamsite (assign form approvers etc.) Level 3 Process forms being utilized Level 3 Audit processes and sites Level 4 Data Collect (reduction in time current to new process)du Level 4 Data Collect (reduction in costs current to new process) Level 4 Data Collect (reduction in paper usage) Analysis Conducted Report is Written Report Printed Results Communicated Implementation CompleteGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 36. - SharePoint ROI Case StudyIT Support Site and Business Processes Project Evaluation ScheduleGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 37. - SharePoint ROI Case StudyIT Support Site and Business Processes Project Evaluation ScheduleGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 38. - SharePoint ROI Case Study Data Collection Plan – Change Control ProcessGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 39. - SharePoint ROI Case Study ConclusionsThis analysis focused on showing the business impact achieved byautomating current business processes and the benefits provided a largereduction in time, money and consumables. The new processes provide acumulative cost savings of $61,768.50, a reduction of 1160 employee hours(29 weeks @ 40 hours) and the elimination of 1330 printed pages.It is believed future business process improvements will provide even greaterbusiness impacts and larger ROIs for the company now that specificknowledge and technical expertise thresholds have been achieved. Theautomated business processes outlined in this analysis will also help create asnowball effect by providing the templates, processes and workflows that canbe leveraged for future business process improvements.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 40. - SharePoint ROI Case Study ConclusionsWhile this analysis evaluated benefits acquired over the course of one yearthe new solution provides the company with permanent efficiencies, oneexample being that after a paper based process is converted to an electronicform and workflow the original paper documents will no longer need to beprinted as they can be referenced via SharePoint sites or a records centerthroughout their entire lifecycle.In determining the full benefits associated with a new business process orprogram it is important to isolate the effects associated or attributed to thatprocess. The improvements that are achieved by automating existing businessprocesses or Business Process Management (BPM) as seen in with the ITChange Management process provide a high level of transparency into theefficiencies that can be achieved once standard or base costs are evaluated.The inherent transparency and structure of the software solution provides theisolating mechanisms with which to evaluate its benefits while also supportingits credibility.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 41. - SharePoint ROI Case Study ConclusionsMany benefits not evaluated but worth mentioning span both thetangible/intangible benefits evaluation structure because the business solutionwas built using the existing resources of the IT infrastructure (SharePoint 2010platform) at OCARI TITAN which in itself provides an ROI on the initialsoftware investment. The ROI could also be evaluated on many cost savinglevels such as reduced development time, avoided soft purchasing andlicensing requirements and overall enterprise level process improvements.Using SharePoint as the primary platform to automate and improve businessprocesses requires a significant investment in time, money and resources aswell as high level of in-house expertise to adapt existing business processesto these new technologies.The project was considered a success because it fulfilled its original businessobjectives (mandate) and by the tangible and intangible benefits achieved andoutlined in the analysis.Greg Gignac - SharePoint ConsultantMy SharePoint Portfolio
  • 42. - SharePoint ROI Case Study ReferencesIBM – No Paper Weight ROI Assessment - Prepared by CohassetAssociates, Inc. May 2008Digital Signatures for Document Workflow and SharePoint – ©AIIM 2010www.aiim.org/©ARX 2010ROI Calculation for Digital Signatures - CoSign By Arx December 2010Show Me The Money – How to Determine ROI in People, Projects andPrograms by Jack J. Phillips & Patricia Pulliam PhillipsGreg Gignac - SharePoint ConsultantMy SharePoint Portfolio