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04 accenture-caelum accenture-jesus_alonso_final

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04 accenture-caelum accenture-jesus_alonso_final

  1. 1. CMMI como acelerador de la excelencia de Centro de Desarrollo para una organización global. Jesús Alonso García
  2. 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. 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. 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. 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. 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. 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 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 7
  8. 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. 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. 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 10
  11. 11. Spain Delivery Center Always Ahead

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