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APPLYING 
BUSINESS ARCHITECTURE 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 1 
A Practical Application of 
Business Architecture 
PRESENTED BY: 
David O’Hara 
Principal Consultant, EMEA
PRACTICAL APPLICATION OF 
BUSINESS ARCHITECTURE 
› Introduction 
› What is Business Architecture? 
› Case Study: InsureCo 
› Understanding Business Motivation 
› The Capability View and the Business ‘Anchor ’ Model 
› Capability Model Overlays 
› Measuring Capability Maturity 
› Capabilities and Applications 
› The Strategic Roadmap 
› Summary 
› Q&A 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 2
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 3 
INTRODUCTION 
› 20 years in Business-facing roles in 
the IT industry, mostly private 
sector (Telco, Retail, FS…) 
› Practice Manager (EMEA) at 
Enterprise Architects 
› Business Architecture practitioner 
& trainer 
› Specialising in Business 
Architecture over 9+years: 
» Business Engagement 
» Business Motivation 
» Capability Driven Planning 
» Enterprise Roadmaps 
» Building EA Practices 
DAVID O’HARA 
Enterprise / 
Business Architect 
TWITTER: 
@DaveO_EA 
BLOG: 
www.davidaohara.com 
EMAIL: 
david.ohara@enterprisearchitects.com
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JOIN THE 
DISCUSSION 
FIND US AT: 
Follow our blog: 
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@enterprisearchs @eatraining 
@daveo_ea 
enterprise-architects 
enterprisearchitects 
EntArchitectsEA 
Subscribe to our mailing list: 
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
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 5 
UNDERSTANDING 
BUSINESS ARCHITECTURE
WHAT IS BUSINESS ARCHITECTURE? 
We like to refer to it as “The design of business” 
It is about giving strategic business objectives greater clarity and 
structure by describing how they translate into operations. 
The goal of Business Architecture is to operationalise business 
strategy, thereby helping business leaders avoid a risky leap directly 
from strategy to specific project investments. 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 7
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 8 
ENT E R P R I S E ARCHI T E C TUR E 
OUTCOMES 
BUSINESS 
ARCHITECTURE 
IS AN INTEGRAL 
PART OF THE 
ENTERPRISE 
ARCHITECTURE 
Business Architecture provides the crucial 
business context for the ‘technical’ layers, 
aligning architecture ‘services’ to provide 
coherent business outcomes. 
BUSINESS 
INFORMATION 
APPLICATIONS 
TECHNOLOGY 
SERVICES
POSITIONING BUSINESS ARCHITECTURE 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 9 
Business Architecture must connect 
strategy to business and IT change 
Implementation 
Strategy 
Business Architecture
FAILURE POINTS BETWEEN STRATEGY 
& IMPLEMENTATION 
In navigating the minefield between strategy and execution there are multiple possible failure points 
STRATEGY PROJECTS 
    
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 10 
Strategy not sufficiently 
tied to operations 
Needed capabilities not 
properly understood or 
measured 
Planners not accountable 
for delivery 
Benefits aren’t 
quantified or traced 
back to original goals 
 
The drivers of strategy 
are often misaligned 
Are we investing in the right areas 
across the enterprise? 
Is my investment portfolio 
balanced across all of the 
economic value add dimensions? 
Are the strategic programs aligned, 
or for that matter, are they the right 
strategic programs? 
Where can we take advantage of 
synergies across the major 
strategic programs? 
There is a lot of activity going on 
out there, how do I know we are 
doing the right things?
HOW DOES 
BUSINESS ARCHITECTURE HELP? 
1 
2 
Then establishing the resources that are needed by the capabilities 
and ensuring that architecture provides oversight at portfolio level 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 11 
Business Architecture directly addresses the failure points 
between strategy and implementation… 
Creating a clear view of the goals, value drivers and corresponding 
levers that drive the strategy and the target Business Model 
Clearly linking the strategy to operations 
through CAPABILITIES 
3
ARE WE DOING BUSINESS ARCHITECTURE? 
Value increases when mandate increases. 
Maximise Product Profitability 
Maximise Market Share 
Maximise Customer Lifetime Value 
D 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 12 
EA = IT Architecture 
Improve project performance 
EA = Enterprise-Wide 
IT Architecture (EWITA) 
Improve enterprise wide program 
and portfolio performance 
EA = Business Architecture (BA) 
+ EWITA 
Improve Business Performance 
EA = Strategic Enabler 
+ BA + EWITA 
Improve Market Performance 
(Shareholder Value) 
A 
B 
V A L U E 
M A N D AT E 
C 
E 
EA = Product Architecture 
+ BA + EWITA 
Improve Product/Service Performance 
Business Architecture is 
seen as a positive 
progression away from IT
CASE STUDY: INSURECO 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 13
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 15 
OVERVIEW 
› The business environment at INSURECo has become more 
challenging 
› Requires greater focus on core competencies and what 
differentiates them from the competition 
› New players are arriving on the scene with improved value 
propositions 
› New techniques and technologies increase competitiveness 
› Competitors are beginning to specialise and then turn to others 
to supplement capabilities that are not core competencies 
The Exco Viewpoint
INSURECO. BUSINESS DESIGN 
PROJECT STORY AREAS OF FOCUS 
INSURECo. need to re-assess their current 
business model with a remit to identifying 
areas for improvement and capability uplift. 
Areas of focus include: 
• Simplification, 
• improved time to market, 
• standardisation of products 
• balancing the market mix for “on-demand” 
and “for need” products. 
Understanding the current state view of the 
Business, Application, Information and 
Technology landscape 
Producing a hypothesis of the desired future 
state based upon the business motivation 
From this desired target state, perform a Gap 
Analysis to define the changes required to 
achieve the strategic goals 
This gap analysis will form the basis of the IT 
transformation Roadmap 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I Business Analysis Conference Europe 2014 S E A R C H I T E C T S | PAGE 16
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 17 
UNDERSTANDING 
BUSINESS MOTIVATION
WHAT IS THE BUSINESS MOTIVATION MODEL? 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 18 
The language of strategic planning is often inconsistent. 
The BMM provides us with a Consistent Language to 
articulate business strategy. 
“The BMM is a technique in which one determines an ultimate 
goal and determines the best strategy for attaining the goal in 
the current situation” 
Mission 
Strategies 
Tactics 
Vision 
Goals 
Objectives 
A statement describing the aims, values 
and overall plan of an organisation. 
e.g. “To be the leading creator and 
protector of wealth.” 
The strategic plan. 
e.g. “Defend our current customer 
base to reduce churn and increase 
repeat business” 
A concise statement of a desired change. 
e.g. “To be the leading provider of wealth 
management services in our major target 
markets within the next 5 years.” 
A high level statement of what the plan 
will achieve. 
e.g. “Improve customer satisfaction (over 
the next five years)” 
A Course of Action that channels 
efforts towards objectives 
e.g. “Call first-time customers 
personally” 
The outcome of projects improving 
capabilities, process, assets, etc. 
e.g. “Develop an operational customer call 
centre by June 30, 2015”
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 19
BUSINESS CAPABILITIES 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 20
Information 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 21 
STRATEGIC COHERENCY 
One of the ways we create coherence is 
Through capability based planning. 
Capability driven architectures are designed to 
support the strategic objectives of an organisation. 
Mission 
Strategies 
Tactics 
Vision 
Goals 
Objectives OUTCOME 
CAPABILITY 
People 
Process 
Technology 
Capabilities consist of 
people, process and 
technology 
To fully understand a 
capability all these 
components must 
exist regardless of 
their maturity level
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 22 
WHAT IS A CAPABILITY? 
› An ability that an organisation, person, or 
system possesses. Capabilities are typically 
expressed in general and high-level terms and 
typically require a combination of organisation, 
people, processes, and technology to achieve. 
For example, marketing, customer contact, or 
outbound telemarketing – The Open Group 
› The power or ability to do something – Oxford 
English Dictionary 
› Measure of the ability of an entity (department, 
organisation, person, system) to achieve its 
objectives, specially in relation to its overall 
mission – Business Dictionary 
› The ability to perform or achieve certain actions 
or outcomes through a set of controllable and 
measurable faculties, features, functions, 
processes, or services – Wikipedia 
Some Definitions…
IDENTIFYING CAPABILITIES 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 23 
› All enterprises have ‘capabilities’: Capabilities are 
the things the enterprise must be able to DO in 
order to fulfil its mission 
› Capabilities will tend to persist over time 
» What changes is the way in which the 
capability is fulfilled (the ‘How’), who is 
fulfilling the capability, where it takes place and 
their importance to the business strategy 
› Capabilities are expressed as outcomes and 
should be agnostic of technology, product, 
organisational unit, etc. 
» Meaning the same capability could be 
performed in different ways depending on 
context, channel, etc. 
› Capabilities can be described in a simple one-page 
view… the Business Capability Model 
Some Guidelines…
BUILDING THE CAPABILITY MODEL: 
THE VALUE CHAIN 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 24 
Value Activity 
1 
Value Activity 
2 
Value Activity 
3 
Margin 
› Every firm is a collection of 
activities that are performed 
to design, produce, market, 
deliver and support its 
products and services 
› The value activities are the 
building blocks by which a 
firm creates products which 
are valuable to its consumers 
› So… the key value-driving 
activities are a starting point 
to help identify key 
capabilities required by your 
value chain
T H E B U S I N E S S ‘C A PA B I L I T Y MO D E L 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 25 
The capability model represents the 
"map" of the organisation…
THE BUSINESS CAPABILITY MODEL 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 26 
…and like a map of a city, the business anchor model can 
have many overlays, each communicating a different 
message based on the same underlying structure
Chief Information Officer Chief Distribution & Marketing Officer Chief HR Officer Chief Investment Officer Chief Finance Officer Chief Operations Officer 
General Counsel & Company Secretary 
Customer 
Services Leader 
Operations Leader: Underwriting & 
Market Development and Sourcing Productising and Bundling Sales and Distribution Servicing 
Business Development & Sales 
Leads Generation 
People Process Info. Tech. 
N/A N/A N/A N/A 
Leads Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Broker Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Packaging 
Pricing 
Product Management 
Policy Administration 
People Process Info. Tech. 
N/A N/A N/A N/A 
Consolidated Reporting 
People Process Info. Tech. 
N/A N/A N/A N/A 
Lump Sum Claims 
Delivery Method Registration 
Value Transaction 
Management 
Premium Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Payments Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Specialist Training 
Client Servicing 
Partner Strategy & Support 
Sponsorship 
People Process Info. Tech. 
N/A N/A N/A N/A 
Client Communications 
Adviser Relationship 
Management 
Process Execution People Process Info. Tech. 
Renewals 
Consulting 
People Process Info. Tech. 
N/A N/A N/A N/A 
Dealership Relationship 
Management 
Operational Performance 
Knowledge Management People Process Info. Tech. 
Resource Allocation People Process Info. Tech. 
N/A N/A N/A N/A 
Government 
Reinsurance 
Management 
Project Execution People Process Info. Tech. 
People Process Info. Tech. Policy 
N/A N/A N/A N/A 
Enterprise 
Architecture 
Procurement 
People Process Info. Tech. Management 
N/A N/A N/A N/A 
Candidate 
Assessment and 
Talent 
Redeployment & 
Employment 
Offers & 
Contracts 
Disaster 
Infrastructure 
Recovery People Process Info. Tech. 
© Enterprise Architects (Vic) Pty Ltd 2014 
Application 
People Process Info. Tech. 
N/A N/A N/A N/A 
Tenders 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategic Pipeline 
People Process Info. Tech. 
N/A N/A N/A N/A 
Tactical Pipeline 
People Process Info. Tech. 
N/A N/A N/A N/A 
Policy Acquisition 
People Process Info. Tech. 
N/A N/A N/A N/A 
Needs Analysis 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Selection 
People Process Info. Tech. 
N/A N/A N/A N/A 
Quotation & Illustration 
People Process Info. Tech. 
N/A N/A N/A N/A 
Customer Service 
Claims Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Enquiries 
People Process Info. Tech. 
N/A N/A N/A N/A 
Complaints Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Retention 
People Process Info. Tech. 
N/A N/A N/A N/A 
On-boarding 
People Process Info. Tech. 
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Adviser Remuneration 
People Process Info. Tech. 
N/A N/A N/A N/A 
Operations Quality Management People Process Info. Tech. 
N/A N/A N/A N/A 
Management People Process Info. Tech. 
Underwriting People Process Info. Tech. 
Business 
Continuity 
Management 
Corporate Risk 
Management People Process Info. Tech. 
Reinsurance People Process Info. Tech. 
Contract 
Due Diligence People Process Info. Tech. 
Regulatory 
Relationship 
Management 
Company 
Secretary People Process Info. Tech. 
Management People Process Info. Tech. 
Investor 
Relationship 
Management 
Government & 
Industry Relationship 
Advice 
Internal Audit 
Compliance 
Provisioning People Process Info. Tech. 
Directors 
Relationship 
Management 
Legal & Ethical 
Management People Process Info. Tech. 
People Process Info. Tech. 
N/A N/A N/A N/A 
External 
Public Relations 
Management People Process Info. Tech. 
Administration 
Management 
Product/Channels 
Management 
Reporting 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 27 
Products & Services 
Channels 
Core Value Creating Capabilities 
Market Market & Data Analytics 
Campaign Management 
Product Launch 
External Market 
Communications 
Brand Management 
Promotions 
Advertising 
Internal Sales Tools 
People Process Info. Tech. 
N/A N/A N/A N/A 
Channel Marketing 
Product Research 
Product Development 
New Business 
Underwriting 
Policy Owner Service (POS) 
Recurring Claims 
Management 
Auditors Operations 
Document Management People Process Info. Tech. 
Shared Services 
Head of Advisor 
Services 
Head of Group 
Insurance 
Strategy Delivery Manager – 
Distribution & Marketing 
Head of Direct 
Marketing 
Chief Risk 
Officer 
Reinsurance 
Administration Manager 
Head of Financial 
Control 
Taxation 
Manager 
Management of Reporting 
Actuary 
Retirement 
Planning 
Life 
Insurance 
Accident 
Insurance 
Health 
Insurance 
Employee 
Benefits 
Credit Life 
Pension 
Service 
Group Retail Direct 
People Process Info. Tech. 
N/A N/A N/A N/A 
Operations Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Business Process Management People Process Info. Tech. 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
Decisional & Business 
Intelligence People Process Info. Tech. 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
Technical Operations Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy & Execution 
Strategy 
Research People Process Info. Tech. 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy 
Strategy Planning People Process Info. Tech. 
N/A N/A N/A N/A 
Project Portfolio 
Management People Process Info. Tech. 
N/A N/A N/A N/A 
Project Portfolio 
Prioritisation People Process Info. Tech. 
Selection People Process Info. Tech. 
N/A N/A N/A N/A 
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Benefits 
Realisation People Process Info. Tech. 
N/A N/A N/A N/A 
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N/A N/A N/A N/A 
Change 
Management People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Finance & Actuarial 
Capital 
Investment People Process Info. Tech. 
People Process Info. Tech. 
N/A N/A N/A N/A 
Financial 
Accounting People Process Info. Tech. 
Actuarial People Process Info. Tech. 
Management People Process Info. Tech. 
N/A N/A N/A N/A 
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Facilities 
Financial 
Management & 
Management People Process Info. Tech. 
N/A N/A N/A N/A 
Analysis 
N/A N/A N/A N/A 
Statutory & 
Regulatory 
Reporting 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Cash 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Human Resource Management 
Employee 
Development & 
People Process Info. Tech. 
N/A N/A N/A N/A 
Training 
Employee 
Performance 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Succession 
Planning People Process Info. Tech. 
People Process Info. Tech. 
N/A N/A N/A N/A 
Employee 
Retention People Process Info. Tech. 
N/A N/A N/A N/A 
Talent 
Workforce 
Planning People Process Info. Tech. 
N/A N/A N/A N/A 
Recruitment and 
Sourcing 
N/A N/A N/A N/A 
Talent 
Development & 
People Process Info. Tech. 
N/A N/A N/A N/A 
Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
Selection 
People Process Info. Tech. 
N/A N/A N/A N/A 
Retirement 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Information Technology Management 
IT Vendor 
Relationship 
Management 
Architecture 
Management People Process Info. Tech. 
People Process Info. Tech. 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
IT Security & Risk 
People Process Info. Tech. 
N/A N/A N/A N/A 
Application 
Development People Process Info. Tech. 
Management People Process Info. Tech. 
N/A N/A N/A N/A 
Process 
Execution People Process Info. Tech. 
N/A N/A N/A N/A 
IT Service 
Delivery People Process Info. Tech. 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
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People Process Info. Tech. 
N/A N/A N/A N/A 
External Relationship Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
Legal & Compliance 
People Process Info. Tech. 
N/A N/A N/A N/A 
N/A N/A N/A N/A 
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N/A N/A N/A N/A 
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People Process Info. Tech. 
N/A N/A N/A N/A 
Underwriting and Risk Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
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People Process Info. Tech. 
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People Process Info. Tech. 
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Performance Management 
People Process Info. Tech. 
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Profitability People Process Info. Tech. 
N/A N/A N/A N/A 
Practitioners 
Firms 
Regulatory People Process Info. Tech. 
N/A N/A N/A N/A 
Marketing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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Product Manufacturing & Maintenance 
People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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Product Service 
People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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Client Development 
People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
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People Process Info. Tech. 
N/A N/A N/A N/A 
Individual Life Relationships 
Operations Leader: Administration & 
Partner Support 
Operations 
Leader: Claims 
INSURECO CAPABILITY MODEL
C U R R E N T S T A T E M A T U R I T Y 
T A R G E T S T A T E M A T U R I T Y 
1 2 3 4 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 28 
CAPABILITY MATURITY 
› Capabilities can be assessed for their current and 
required maturity level 
› Target State Maturity is assessed relative to the 
strategic importance of the capability 
› Capabilities can be assessed at a high level, or at more 
granular level along the dimensions of People, Process, 
Information and Technology 
› Meaning the assessment can be rolled-up or drilled-down 
into specific areas as necessary 
Consider both current and target state maturity 
Low Maturity 
(Ad Hoc) 
Medium Maturity 
(Repeatable) 
Med-High Maturity 
(Defined/Managed) 
High Maturity 
(Optimized)
Sources: 
Stakeholders: Business Executives, Business Managers, Business SME’s, IT Executives, Solution Managers, Solution Designers, IT Operations, Project Teams and Architects 
Product Management 
Value Transaction Management 
Leads Management 
Broker Management 
Strategic Pipeline 
Tactical Pipeline 
Policy Acquisition 
Partner Strategy & Support 
Sponsorship 
Client Communications 
Adviser Relationship 
Management 
Resource Allocation 
Premium Management 
Payments Management 
Leads Generation 
Specialist Training 
Client Servicing 
Knowledge Management 
Government 
Policy 
Procurement 
Management 
Candidate 
Assessment 
and Selection 
Enterprise 
Architecture 
Employment 
Offers & 
Contracts 
Underwriting 
Due Diligence 
Regulatory 
Relationship 
Management 
Product/ 
Channels 
Profitability 
© Enterprise Architects (Vic) Pty Ltd 2014 
Customer Service 
Claims Management 
Complaints Management 
On-boarding 
Adviser Remuneration 
Needs Analysis 
Product Selection 
Quotation & Illustration 
Application 
Consulting 
Dealership Relationship 
Management 
Operational Performance 
Management 
Operations Quality Management 
Technical Operations Training 
Corporate Risk 
Management 
Company 
Secretary 
Government & 
Industry 
Relationship 
Management 
Business 
Continuity 
Management 
Advice 
Provisioning 
Directors 
Relationship 
Management 
Internal Audit 
Compliance 
Legal & Ethical 
Management 
External 
Administration 
Management 
Reinsurance 
Contract 
Management 
Investor 
Relationship 
Management 
Public Relations 
Management 
Management 
Reporting 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 29 
Core Value Creating Capabilities 
Market & Data Analytics 
Campaign Management 
Product Launch 
External Market 
Communications 
Brand Management 
Operations 
Market Development and Sourcing Productising and Bundling Sales and Distribution Servicing 
Document Management 
Shared Services 
People People People People People People Internal Sales Tools 
Channel Marketing 
People Process Info. Tech. 
N/A N/A N/A N/A 
Marketing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Business Development & Sales 
People Process Info. Tech. 
N/A N/A N/A N/A 
Client Development 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Manufacturing & Maintenance 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Research 
Product Development 
Product Service 
People Process Info. Tech. 
N/A N/A N/A N/A 
Operations Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy & Execution 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy 
Research 
Finance & Actuarial 
People Process Info. Tech. 
N/A N/A N/A N/A 
Investment 
Strategy 
Planning 
Capital 
Management 
Human Resource Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Promotions 
Advertising 
Employee 
Development & 
Training 
Employee 
Performance 
Management 
Information Technology Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Underwriting and Risk Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Legal & Compliance 
People Process Info. Tech. 
N/A N/A N/A N/A 
External Relationship Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Performance Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Packaging 
Reinsurance 
Policy Administration 
Consolidated Reporting 
Lump Sum Claims 
Management 
Delivery Method Registration 
Process Execution 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
New Business 
Underwriting 
Policy Owner Service (POS) 
Recurring Claims 
Management 
Business Process Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Decisional & Business 
Intelligence 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Enquiries 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Retention 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Tenders 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Renewals 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Pricing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Project Portfolio 
Selection 
Financial 
Accounting 
Employee 
Retention 
People Process Info. Tech. 
N/A N/A N/A N/A 
Benefits 
Realisation 
Financial 
Management & 
Analysis 
Talent 
Recruitment and 
Sourcing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy 
Management 
Actuarial 
Succession 
Planning 
People Process Info. Tech. 
N/A N/A N/A N/A 
Project 
Execution 
Statutory & 
Regulatory 
Reporting 
Talent 
Development & 
Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Project Portfolio 
Prioritisation 
Facilities 
Management 
Workforce 
Planning 
People Process Info. Tech. 
N/A N/A N/A N/A 
Change 
Management 
Cash 
Management 
Talent 
Redeployment 
& Retirement 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Architecture 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Application 
Development 
People Process Info. Tech. 
N/A N/A N/A N/A 
IT Service 
Delivery 
People Process Info. Tech. 
N/A N/A N/A N/A 
IT Security & 
Risk 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Disaster 
Recovery 
People Process Info. Tech. 
N/A N/A N/A N/A 
IT Vendor 
Relationship 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Process 
Execution 
People Process Info. Tech. 
N/A N/A N/A N/A 
Infrastructure 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A
INSURE Co. Business Capability Model with Applications 
Overlay 
Business Capability Model 
Version: 2.0.0 
Created: 18/03/2014 by Enterprise Architects 
Updated: 15/05/2014 by Enterprise Architects 
Sources: 
Product Manufacturing & 
Maintenance 
Description: A Business Capability Model provides an anchor point for defining the organisation on a page. This overlay identifies 
Reinsurance 
Delivery Method Registration 
what applications are used to support the capabilities within the organisation. 
Product 
Research 
Concerns Addressed: What are the capabilities required to support the strategic direction and deliver consistent outcomes? What are the 
applications that are used to support the capabilities? What are the lifecycle statuses and Business/IT fit for these 
applications? 
2 Claims 4 
Stakeholders: Business Executives, Business Managers, Business SME’s, IT Executives, Solution Managers, Solution Designers, IT 
Operations, Project Teams and Architects 
People Process Info. Tech. 
N/A N/A N/A N/A 
Policy Administration 
4 Compass 4 
Productising and Bundling Sales and Distribution Servicing 
Consolidated Reporting 
Policy Administration 
People Process Info. Tech. 
N/A N/A N/A N/A 
Value Transaction Management 
Premium Management 
2 Claims 4 4 NAB Connect 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
New Business 
Payments Management 
4 Compass 4 
Batch Printing 
2 ELSA VUL 1 
4 NAB Transact 4 
2 OLAS 3 
Payment 
Dishonors 
3 Receipting 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
4 Recurring Claims Compass Management 
4 
3 eClaims 3 
Inbound Mail 
3 New Business 2 
Outbound Mail 
People 2 TeamTrack Process Info. 2 
Tech. 
N/A N/A N/A N/A 
Lump Sum Claims Management 
3 eClaims 3 
Inbound Mail 
3 New Business 2 
Outbound Mail 
People 2 TeamTrack Process Info. 2 
Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Client Development 
Specialist 
Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
Partner 
Strategy & 
Support 
People Process Info. Tech. 
N/A N/A N/A N/A 
Adviser 
Relationship 
Management 
3 ACT! 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Sponsorship 
People Process Info. Tech. 
N/A N/A N/A N/A 
Consulting 
People Process Info. Tech. 
N/A N/A N/A N/A 
Dealership 
Relationship 
Management 
3 ACT! 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Client Servicing 
2 OLAS 3 
2 Adviser Site 4 
CUCCX 
3 Group Website 4 
4 Voice Recording 4 
3 New Business 2 
Client Communications 
2 Adviser Site 4 Policy Notices 
3 Group Website 4 
Renewals 
CCI 
2 2 
4 Compass 4 
2 
Spreadsheets 
Group Renewal 
Spreadsheets 
Underwriting 
eApp Express 
4 4 
Mobile 
4 Case360 5 
Knowledge Management 
4 Compass 4 
Service Desk 
Express (SDE) 
4 NAB Connect 3 
4 Case360 5 
2 Claims 4 
2 Compass 3 
Content 
2 3 
Content 
2 3 
4 Case360 5 
2 Claims 4 
4 Compass 4 
Content 
2 3 
Content 
2 3 
eApp Express 
4 4 
4 3 SharePoint 4 
2 OLAS 3 
Policy Notices 
Online 
4 LifeApp 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
AMEX BAS 
Billing Extract 
Manager 5.3 
Manager 8.4 
Manager 5.3 
Manager 8.4 
4 Case360 5 
Content 
2 3 2 TeamTrack 2 
Content 
Content 
Government 
Policy 
Manager 5.3 
Content 
2 3 
Manager 8.4 
2 Adviser Site 4 Policy Notices 
3 Group Website 4 
4 INSA 2 
2 Adviser Site 4 
Batch Printing 
4 LifeApp 3 
4 Compass 4 
CUCCX 
3 Group Website 4 
Inbound Mail 
3 New Business 2 
Outbound Mail 
4 Voice Recording 4 
3 New Business 2 
2 OLAS 3 
4 Case360 5 
4 Compass 4 
Content 
Priceline Sales 
2 3 
Manager 5.3 
3 3 
Content 
2 3 
Manager 8.4 
3 Prophet 4 
4 Case360 5 
4 Compass 4 
Content 
2 3 
Manager 5.3 
Content 
2 3 
Manager 8.4 
CUCCX 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
Online 
4 LifeApp 3 
3 New Business 2 
2 ELSA VUL 1 
Inbound Mail 
2 OLAS 3 
Outbound Mail 
4 Voice Recording 4 
4 LifeApp 3 
3 New Business 2 
2 OLAS 3 
4 Case360 5 
Content 
2 3 
Manager 5.3 
Content 
Priceline Sales 
3 3 
2 3 
Manager 8.4 
Service Desk 
Express (SDE) 
4 3 2 Eric Stats 2 
5 Quality Center 4 
Change 
Management 
5 Quality Center 4 
3 New Business 2 
Policy Owner Service (POS) 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Enterprise 
Architecture 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Process Execution 
People Process Info. Tech. 
N/A N/A N/A N/A 
Project Execution 
TimePro 
2 TeamTrack 2 
People Process Info. Tech. 
N/A N/A N/A N/A 
4 Case360 5 
Financial Accounting 
4 Case360 5 
4 Compass 4 
Content 
2 3 
Manager 5.3 
Content 
2 3 
Manager 8.4 
Portal 
Portal 
3 Prophet 4 
4 LifeApp 3 
3 New Business 2 
2 ELSA VUL 1 
Actuarial OLAP 3 Prophet 4 4 Sun Accounts 5 TimePro Portia 2 
4 Compass 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Content 
Excel (WFP 
Analytics) 
2 1 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Resource 
Allocation 
Leads 
Generation 
People Process Info. Tech. 
N/A N/A N/A N/A 
Tenders 
People Process Info. Tech. 
N/A N/A N/A N/A 
Leads 
Management 
3 
Data Exchange 
Value Transaction Management 
Premium Management 
Portal 3 ACT! 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Tactical 
Pipeline 
People Process Info. Tech. 
N/A N/A N/A N/A 
Policy 
Acquisition 
People Process Info. Tech. 
N/A N/A N/A N/A 
Broker 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategic Pipeline 
Payments Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Needs Analysis 
4 LifeApp 3 
Priceline Sales 
People Process Info. Tech. 
N/A N/A N/A N/A 
2 DM Sales Portal 3 
3 3 
4 INSA 2 
Product Selection 
Portal 
4 INSA 2 
4 LifeApp 3 
Priceline Sales 
3 3 
People Process Portal 
Info. Tech. 
N/A N/A N/A N/A 
2 DM Sales Portal 3 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
Online 
Quotation & Illustration 
4 INSA 2 
4 LifeApp 3 
Priceline Sales 
3 3 
People Process Portal 
Info. Tech. 
N/A N/A N/A N/A 
4 INSA 2 
4 LifeApp 3 
Priceline Sales 
3 3 
Portal 
People Process Info. Tech. 
N/A N/A N/A N/A 
2 DM Sales Portal 3 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
Online 
Application 
2 DM Sales Portal 3 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
Online 
Inbound Mail 
Recurring Claims Management 
4 Case360 5 
Operational Performance 
Management 
4 Case360 5 
Content 
2 3 
Manager 5.3 
Content 
2 3 
Manager 8.4 
2 Eric Stats 2 
2 SLA Reports 3 
Underwriting and Risk Management 
Facilities 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Underwriting 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
Online 
4 LifeApp 3 
People 3 Process New Business Info. Tech. 
2 
N/A N/A N/A N/A 
Financial Management & 
Analysis 
4 Sun Accounts 5 
Talent Recruitment and 
Sourcing 
3 FinPlan 3 2 SAP ERP HCM 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Delivery Method Registration 
People Process Info. Tech. 
N/A N/A N/A N/A 
Consolidated Reporting 
People Process Info. Tech. 
N/A N/A N/A N/A 
New Business 
People Process Info. Tech. 
N/A N/A N/A N/A 
Underwriting 
People Process Info. Tech. 
N/A N/A N/A N/A 
Policy Owner Service (POS) 
People Process Info. Tech. 
N/A N/A N/A N/A 
Business Process 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
TimePro 
3 FinPlan 3 
2 Claims 4 
4 Compass 4 
2 OLAS 3 
Product 
Packaging 
Product Development 
4 INSA 2 
4 LifeApp 3 
3 New Business 2 
2 OLAS 3 
Priceline Sales 
3 3 
Portal 
3 Prophet 4 
4 LifeApp 3 
3 New Business 2 
2 OLAS 3 
Priceline Sales 
3 3 
Portal 
3 Prophet 4 
4 LifeApp 3 
3 New Business 2 
2 OLAS 3 
2 Eric Stats 2 
2 Sales Reports 3 
2 SLA Reports 3 
2 Claims 4 
4 Compass 4 
eApp Express 
4 4 
Mobile 
eApp Express 
4 Compass 4 
eApp Express 
4 4 
Inbound Mail 
2 Claims 4 
4 Compass 4 
2 DM Sales Portal 3 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
3 eClaims 3 
4 Compass 4 
2 DM Sales Portal 3 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
4 INSA 2 
4 Compass 4 
eApp Express 
4 4 
Mobile 
eApp Express 
4 4 
3 eClaims 3 
Mobile 
4 Kofax Capture 4 
eApp Express 
Outbound Mail 
Policy Notices 
SharePoint 4 
4 CampaignMaster 
Data Exchange 
Portal 
4 CampaignMaster 
4 CampaignMaster 
INSURECo 
Website 
3 4 
4 CampaignMaster 
4 CampaignMaster 
The Hive 5 
Batch Printing 
4 Case360 5 
Content 
2 3 
Manager 5.3 
Content 
2 3 
Manager 8.4 
ECS 
3 
IQM+ 
Online 
Online 
Online 
Product Management 
4 Compass 4 
eApp Express 
4 4 
Mobile 
Bloomberg 5 Portia 2 Portia 2 4 Sun Accounts 5 
eApp Express 
Moody's Credit 
2 SAP ERP HCM 4 2 ESS 4 2 SAP ERP HCM 4 
3 DCS 2 
3 SkillportLMS 3 3 WFP BI Reports 3 
2 Claims 4 
SLAM 3 
2 TeamTrack 2 
2 Compass 3 
Content 
Content 
OpenPages 
2 Claims 4 
4 Compass 4 
2 OLAS 3 
Lump Sum Claims Management 
4 Case360 5 
4 Vision (PMQ&A) 4 Portia 2 
2 MSS 4 3 Portal 2 
2 SAP ERP HCM 4 
Content 
2 3 
Manager 8.4 
Process Execution 
5 Quality Center 4 Subversion 4 5 Quality Center 4 
TimePro 
HR Forms 
Automation 
1 4 
Service Desk 
Express (SDE) 
SharePoint 4 SharePoint 4 
4 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
IT Service 
Delivery 
People Process Info. Tech. 
N/A N/A N/A N/A 
4 Taleo 4 
Disaster 
Recovery 
SharePoint 4 SharePoint 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
External 
Administration 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Legal & Compliance 
Due 
Diligence 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Contract 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
© Enterprise Architects (Vic) Pty Ltd 2014 
Core Value Creating Capabilities 
Market 
Development & 
Sourcing 
Marketing 
Market & Data 
Analytics 
People Process Info. Tech. 
N/A N/A N/A N/A 
Campaign 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Launch 
People Process Info. Tech. 
N/A N/A N/A N/A 
External Market 
Communications 
People Process Info. Tech. 
N/A N/A N/A N/A 
Brand 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Promotions 
People Process Info. Tech. 
N/A N/A N/A N/A 
Advertising 
People Process Info. Tech. 
N/A N/A N/A N/A 
Internal Sales 
Tools 
People Process Info. Tech. 
N/A N/A N/A N/A 
Channel 
Marketing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Operations 
Business Development & 
Sales 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Manufacturing & 
Maintenance 
Product 
Research 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product 
Packaging 
People Process Info. Tech. 
N/A N/A N/A N/A 
Operations Management 
Document Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Shared Services 
Customer Service 
Claims Management 
4 Case360 5 
2 Claims 4 
4 Compass 4 
Content 
People Process Info. Tech. 
N/A N/A N/A N/A 
2 3 
3 eClaims 3 
Inbound Mail 
3 New Business 2 
Outbound Mail 
People Process Info. Tech. 
N/A N/A N/A N/A 
Content 
2 3 
2 TeamTrack 2 
3 Group Website 4 
2 OLAS 3 
4 Voice Recording 4 
2 Adviser Site 4 
4 Compass 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Manager 5.3 
Manager 8.4 
CUCCX 
3 
Data Exchange 
Portal 
Complaints Management 
Service Desk 
Express (SDE) 
4 3 
2 Claims 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
On-boarding 
CCI 
2 2 
Spreadsheets 
4 Compass 4 
2 DM Sales Portal 3 
eApp Express 
4 4 
Mobile 
People Process Info. Tech. 
N/A N/A N/A N/A 
eApp Express 
4 4 
4 INSA 2 
4 LifeApp 3 
3 New Business 2 
2 OLAS 3 
Priceline Sales 
3 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
Online 
Portal 
Adviser Remuneration 
2 Adviser Site 4 
4 Compass 4 
Commissions 2 OLAS 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
3 eClaims 3 
Operations 
Quality 
Management 
3 New Business 2 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy & Execution 
Internal Audit 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Technical 
Operations 
Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
Business 
Continuity 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
3 eClaims 3 
Procurement Management 
4 CashDesk 3 
4 Sun Accounts 5 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy 
Research 
People Process Info. Tech. 
N/A N/A N/A N/A 
Strategy 
Planning 
People Process Info. Tech. 
N/A N/A N/A N/A 
Finance & Actuarial 
2 Claims 4 
3 iPOS 5 
Employment 
Offers & Contracts 
3 New Business 2 
HR Forms 
Automation 
1 4 
People 4 Process Taleo Info. 4 
Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Reinsurance 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Development 
Pricing 
Product Management 
Strategy 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Investment 
Decisional & Business 
Intelligence 
People Process Info. Tech. 
N/A N/A N/A N/A 
Project 
Portfolio 
Selection 
People Process Info. Tech. 
N/A N/A N/A N/A 
Capital Management 
Human Resource Management 
Employee Development 
& Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Project 
Portfolio 
Prioritisation 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Employee Performance 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Service 
Benefits 
Realisation 
People Process Info. Tech. 
N/A N/A N/A N/A 
Actuarial 
Succession 
Planning 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Employee 
Retention 
People Process Info. Tech. 
N/A N/A N/A N/A 
Workforce Planning 
Talent 
Development 
& Training 
People Process Info. Tech. 
N/A N/A N/A N/A 
Enquiries 
Retention 
People Process Info. Tech. 
N/A N/A N/A N/A 
Corporate 
Risk 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Cash 
Management 
People 4 Process Sun Accounts Info. Tech. 
5 
N/A N/A N/A N/A 
Candidate Assessment and 
Selection 
4 Compass 4 
Contractor 
2 2 
4 Taleo 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Reinsurance 
People Process Info. Tech. 
N/A N/A N/A N/A 
Statutory & 
Regulatory 
Reporting 
People Process Info. Tech. 
N/A N/A N/A N/A 
Talent 
Redeployment 
& Retirement 
People Process Info. Tech. 
N/A N/A N/A N/A 
Infrastructure 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Information Technology Management 
Architecture 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
IT Vendor 
Relationship 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
IT Security & 
Risk 
Management 
MS ILM 
People Process Info. Tech. 
N/A N/A N/A N/A 
Application Development 
People Process Info. Tech. 
N/A N/A N/A N/A 
External Relationship Management 
Regulatory 
Relationship 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Investor 
Relationship 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Government 
& Industry 
Relationship 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Directors 
Relationship 
Management 
3 DirectorConnect 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
Legal & 
Ethical 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Public 
Relations 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Management Reporting 
Content 
Content 
Actuarial OLAP 2 SLA Reports 3 
3 ACT! 4 
2 Sales Reports 3 SLAM 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
Compliance 
Verification System 
HR Forms 
Automation 
1 4 
Performance Management 
FACFilter 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
3 DCS 2 
Company Secretary 
Product/Channels Profitability 
3 DirectorConnect 4 
ViewPoint 
People Process Info. Tech. 
N/A N/A N/A N/A 
3 Prophet 4 
2 Sales Reports 3 
People Process Info. Tech. 
N/A N/A N/A N/A 
Advice 
Provisioning 
People Process Info. Tech. 
N/A N/A N/A N/A 
Legend 
Application Lifecycle 
Emerging 
Contain 
Core 
Retire 
Business Fit 
High Business Fit 
Medium Business Fit 
Low Business Fit 
Technology Fit 
High Technical Fit 
Medium Technical Fit 
Low Technical Fit 
Emerging - Potentially High 
relevance, processes and 
ecosystem still developing 
Application - this application 
has identified potential to 
change the cost/value, 
efficiency/effectiveness of our 
services, and we are at a 
point where work is required 
to achieve that potential, proof 
of concept/initial deployments 
are Underway or completed. 
Financial - there is an 
investment cycle with a strong 
ROI, though possibly with 
benefits outside of the 
immediate project. 
Organisational - this will assist 
in supporting our 
organisational maturity goals 
through improving process, 
skills, readiness and/or 
capability. Design patterns 
are actively being developed 
or refined. 
Usage & Governance – 
Projects may consider using 
these applications where 
there is justification. However 
projects must be aware 
that service management 
organisation, tools and 
processes will likely be 
immature. Projects promoting 
the use of “Invest” 
applications must seek 
adoption signoff from the 
Head of Infrastructure and 
Operations together with the 
Head of IT Strategy and 
Architecture before 
commitment to use can be 
assumed. 
Core - High relevance; 
processes and ecosystem 
in place 
Application - this is a 
fundamental and valuable 
application and is the current 
standard. It is well 
understood and there is no 
risk in attempting to extract 
ongoing value from its use. 
Financial - costs are known 
and understood. There is 
good ROI for maintenance; 
either upgrading early or leap-frogging 
some upgrade 
steps. Cost models clearly 
identify the whole service 
stack and components are 
managed to the whole 
service. 
Organisational - all staff in the 
support pyramid(s) 
understand the key controls 
and SLAs around this 
application. There is no 
tinkering, instead there is a 
process for continuous 
improvement. 
Usage & Governance – 
Projects should specify the 
use of Core Applications 
where available in the 
knowledge they are fully 
supported by service 
management and operational 
capabilities. 
Contain - Falling relevance; 
ageing processes and 
ecosystem 
Application/Financial - this 
installation is not to be 
extended in use. Where 
possible changes will not 
occur to the existing 
environment - it is to be 
allowed to age towards sunset 
with minimal additional spend. 
Organisational - Operations 
and security levels are to be 
maintained, there needs to 
be a process to manage 
changes required for 
continued operation, and to 
keep skills for the duration. 
Lifecycle Management - A 
replacement strategy, if 
required, must be in place for 
all applications with this 
status. 
Usage & Governance – 
Projects should generally 
avoid use of Contain 
Applications as they are 
invariably subject to near or 
medium term sunset. Any 
circumstance which promotes 
extended use of Contain 
applications must be seek 
exemption from <Insert 
Appropriate Governance 
Authority> before commitment 
to use can be assumed. 
Retire - Avoidance; 
specialist (non-core) 
resources and processes 
required to keep in the 
environment 
Application/Financial - Spend 
and change must only occur 
as part of projects that assist 
in removal of this application. 
Organisational - All change 
requires formal approval from 
the Head of Infrastructure and 
Operations together with the 
Head of IT Strategy and 
Architecture, which will only 
occur where it contributes 
towards Retiring the 
application, or meets a 
mandatory requirement due 
before exit is complete. 
Lifecycle Management - 
Applications which cannot 
readily be removed will be 
ring-fenced. If this approach 
is taken, design patterns must 
exist for working with the 
application. 
Usage & Governance – Must 
avoid use of Exit Applications 
as they are subject to defined 
decommissioning strategy. 
Any circumstance which 
promotes extended use of Exit 
applications must seek 
exemption from the Head of 
Infrastructure and Operations 
together with the Head of IT 
Strategy and Architecture 
before usage approval can be 
given. 
People Process N/A N/Partner 
People Process N/A N/Adviser 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 31 
Sourcing 
Marketing 
MAPPING 
CAPABILITIES 
TO APPLICATIONS 
Market & Data 
Analytics 
People Process Info. Tech. 
N/A N/A N/A N/A 
Campaign 
Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Launch 
People Process Info. Tech. 
N/A N/A N/A N/A 
External Market 
Communications 
People Process Info. Tech. 
N/A N/A N/A N/A 
Brand 
Management 
INSURECo 
Website 
People Process Info. Tech. 
N/A N/A N/A N/A 
Promotions 
People Process Info. Tech. 
N/A N/A N/A N/A 
Advertising 
People Process Info. Tech. 
N/A N/A N/A N/A 
Internal Sales 
Tools 
People Process Info. Tech. 
N/A N/A N/A N/A 
Channel 
Marketing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Operations 
Operations Management 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Pricing 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Product Service 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
People Process Info. Tech. 
N/A N/A N/A N/A 
Client Specialist 
People Process Training 
N/A N/Strategy Support 
Relationship 
Management 
Client Adviser Client 2 Renewals 
4 CampaignMaster 
3 
Data Exchange 
Portal 
4 CampaignMaster 
4 CampaignMaster 
3 4 
4 CampaignMaster 
4 CampaignMaster 
The Hive 5 
3 2 Adviser 3 Group 2 
Group Spreadsheets 
2 Spreadsheets 
IQM+ 
2 OLAS 3 
4 2 DM Sales Portal 3 
4 4 
Online 
3 eClaims 3 
2 DM Sales Portal 3 
4 4 
Online 
4 INSA 2 
4 4 
Online 
3 eClaims 3 
2 OLAS 3 
2 Claims 4 4 NAB Connect 3 
AMEX BAS 
Billing Extract 
4 Compass 4 
2 ELSA VUL 1 
4 NAB Connect 3 
4 NAB Transact 4 
2 OLAS 3 
Payment 
Dishonors 
3 Receipting 3 
2 Adviser Site 4 Policy Notices 
3 Group Website 4 
People Process Info. Tech. 
N/A N/A N/A N/A 
2 3 
Manager 5.3 
2 3 
Manager 8.4 
Inbound Mail 
Outbound Mail 
2 TeamTrack 2 
People Process Info. Tech. 
N/A N/A N/A N/A 
2 3 
Manager 5.3 
2 3 
Manager 8.4 
Inbound Mail 
Outbound Mail 
2 TeamTrack 2 
2 Adviser Site 4 
CUCCX 
3 Group Website 4 
Inbound Mail 
Outbound Mail 
4 Voice Recording 4 
2 3 
Manager 5.3 
CUCCX 
Inbound Mail 
2 OLAS 3 
Outbound Mail 
4 Voice Recording 4 
2 3 
Manager 5.3 
2 3 
Manager 8.4 
› Understanding the 
dependency between 
Capabilities and technology 
assets…. 
› …and understanding the 
technical health and business 
fit of the technology… 
› …creates powerful insight 
into the overall health of the 
Enterprise Architecture
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 32 
COMBINING THE VIEWS 
› Identifies Core and Differentiating 
Capabilities and ranks Capabilities 
according to their strategic 
importance 
› Identifies current and target Maturity 
levels and gaps 
› Provides a view of tactical / 
operational Pain Points 
› Enables us to understand where we 
are currently investing and whether 
our investments support the strategy 
› Provides insight into where and how 
we should be closing Capability 
Maturity Gaps 
› Provides the fact-base to inform 
strategic planning 
What does this tell us?
THE CAPABILITY DRIVEN 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 33 
ROADMAP
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 35 
TRANSITION PLANNING 
In order to move from the Current Environment to the 
Target Environment, a series of initiatives must be 
undertaken. 
A Business Architecture approach to defining the 
Transition Roadmap will enable informed decision 
making, creating traceability from strategy to 
implementation. 
Developing a Capability-Driven Roadmap 
Motivations 
Business 
Model 
Capability 
Model 
Target 
Architecture 
Maturity & 
Gaps 
Work 
Packages 
Current State 
Architecture 
Transitioning 
‘ A N C H O R M O D E L S ’
CAPABILITY INCREMENTS 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 36 
Capability Maturity 
Uplift is often Delivered 
in Multiple Increments 
C A PA B I L I T Y 
C A PA B I L I T Y INC R EMENT 
PEOPLEDIMENSION 
Individual Training 
Collective Training 
Professional 
Development 
PROCESS 
DIMENSION 
Concepts 
Business Processes 
Information 
Management 
MATERIAL 
DIMENSION 
Infrastructure 
Information 
Technology 
Equipment
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 37
CASE STUDY: 
INSURECO OUTCOMES 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 38
OUTCOMES: 
STRATEGIC BUSINESS DESIGN 
THE OBJECTIVE CLIENT OUTCOMES 
Business design for INSURECo. 
with clear line of sight to the 
strategic business objectives 
Outline the motivations, 
capabilities and work packages 
which will deliver alignment to 
the overall business current and 
future states. 
The baseline architecture provided INSURECo 
with a view of: 
› Capabilities mapped to strategic objectives 
› Applications linked to capability 
› Analysis whether capabilities are “fit for 
purpose” based on strategic objectives 
› Analysis and rating of applications with 
regards to business and technical fit 
› Areas of technology investment required to 
support strategic objectives 
› Prioritisation of capital investment based on 
strategic objectives 
› A clear Roadmap to transition to the new 
Business Model 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I Business Analysis Conference Europe 2014 S E A R C H I T E C T S | PAGE 39
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 40 
RECAP 
› Business Capabilities are an essential tool to help 
us to look at the Business agnostically, speak a 
common language and understand our strengths 
and weaknesses in relation to strategy 
Business Architecture Key Points 
› Business Architecture provides the coherence 
between Strategy and Implementation 
› Linking programmes and projects to Business 
Motivation (via Capabilities) provides traceability 
from strategy to implementation
TH ANK YOU… 
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 41
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 42

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Practical Application of Business Architecture

  • 1. APPLYING BUSINESS ARCHITECTURE B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 1 A Practical Application of Business Architecture PRESENTED BY: David O’Hara Principal Consultant, EMEA
  • 2. PRACTICAL APPLICATION OF BUSINESS ARCHITECTURE › Introduction › What is Business Architecture? › Case Study: InsureCo › Understanding Business Motivation › The Capability View and the Business ‘Anchor ’ Model › Capability Model Overlays › Measuring Capability Maturity › Capabilities and Applications › The Strategic Roadmap › Summary › Q&A B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 2
  • 3. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 3 INTRODUCTION › 20 years in Business-facing roles in the IT industry, mostly private sector (Telco, Retail, FS…) › Practice Manager (EMEA) at Enterprise Architects › Business Architecture practitioner & trainer › Specialising in Business Architecture over 9+years: » Business Engagement » Business Motivation » Capability Driven Planning » Enterprise Roadmaps » Building EA Practices DAVID O’HARA Enterprise / Business Architect TWITTER: @DaveO_EA BLOG: www.davidaohara.com EMAIL: david.ohara@enterprisearchitects.com
  • 4. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 4 JOIN THE DISCUSSION FIND US AT: Follow our blog: enterprisearchitects.com @enterprisearchs @eatraining @daveo_ea enterprise-architects enterprisearchitects EntArchitectsEA Subscribe to our mailing list: marketing@enterprisearchitects.com 
  • 5. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 5 UNDERSTANDING BUSINESS ARCHITECTURE
  • 6. WHAT IS BUSINESS ARCHITECTURE? We like to refer to it as “The design of business” It is about giving strategic business objectives greater clarity and structure by describing how they translate into operations. The goal of Business Architecture is to operationalise business strategy, thereby helping business leaders avoid a risky leap directly from strategy to specific project investments. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 7
  • 7. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 8 ENT E R P R I S E ARCHI T E C TUR E OUTCOMES BUSINESS ARCHITECTURE IS AN INTEGRAL PART OF THE ENTERPRISE ARCHITECTURE Business Architecture provides the crucial business context for the ‘technical’ layers, aligning architecture ‘services’ to provide coherent business outcomes. BUSINESS INFORMATION APPLICATIONS TECHNOLOGY SERVICES
  • 8. POSITIONING BUSINESS ARCHITECTURE B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 9 Business Architecture must connect strategy to business and IT change Implementation Strategy Business Architecture
  • 9. FAILURE POINTS BETWEEN STRATEGY & IMPLEMENTATION In navigating the minefield between strategy and execution there are multiple possible failure points STRATEGY PROJECTS     B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 10 Strategy not sufficiently tied to operations Needed capabilities not properly understood or measured Planners not accountable for delivery Benefits aren’t quantified or traced back to original goals  The drivers of strategy are often misaligned Are we investing in the right areas across the enterprise? Is my investment portfolio balanced across all of the economic value add dimensions? Are the strategic programs aligned, or for that matter, are they the right strategic programs? Where can we take advantage of synergies across the major strategic programs? There is a lot of activity going on out there, how do I know we are doing the right things?
  • 10. HOW DOES BUSINESS ARCHITECTURE HELP? 1 2 Then establishing the resources that are needed by the capabilities and ensuring that architecture provides oversight at portfolio level B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 11 Business Architecture directly addresses the failure points between strategy and implementation… Creating a clear view of the goals, value drivers and corresponding levers that drive the strategy and the target Business Model Clearly linking the strategy to operations through CAPABILITIES 3
  • 11. ARE WE DOING BUSINESS ARCHITECTURE? Value increases when mandate increases. Maximise Product Profitability Maximise Market Share Maximise Customer Lifetime Value D B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 12 EA = IT Architecture Improve project performance EA = Enterprise-Wide IT Architecture (EWITA) Improve enterprise wide program and portfolio performance EA = Business Architecture (BA) + EWITA Improve Business Performance EA = Strategic Enabler + BA + EWITA Improve Market Performance (Shareholder Value) A B V A L U E M A N D AT E C E EA = Product Architecture + BA + EWITA Improve Product/Service Performance Business Architecture is seen as a positive progression away from IT
  • 12. CASE STUDY: INSURECO B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 13
  • 13. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 15 OVERVIEW › The business environment at INSURECo has become more challenging › Requires greater focus on core competencies and what differentiates them from the competition › New players are arriving on the scene with improved value propositions › New techniques and technologies increase competitiveness › Competitors are beginning to specialise and then turn to others to supplement capabilities that are not core competencies The Exco Viewpoint
  • 14. INSURECO. BUSINESS DESIGN PROJECT STORY AREAS OF FOCUS INSURECo. need to re-assess their current business model with a remit to identifying areas for improvement and capability uplift. Areas of focus include: • Simplification, • improved time to market, • standardisation of products • balancing the market mix for “on-demand” and “for need” products. Understanding the current state view of the Business, Application, Information and Technology landscape Producing a hypothesis of the desired future state based upon the business motivation From this desired target state, perform a Gap Analysis to define the changes required to achieve the strategic goals This gap analysis will form the basis of the IT transformation Roadmap B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I Business Analysis Conference Europe 2014 S E A R C H I T E C T S | PAGE 16
  • 15. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 17 UNDERSTANDING BUSINESS MOTIVATION
  • 16. WHAT IS THE BUSINESS MOTIVATION MODEL? B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 18 The language of strategic planning is often inconsistent. The BMM provides us with a Consistent Language to articulate business strategy. “The BMM is a technique in which one determines an ultimate goal and determines the best strategy for attaining the goal in the current situation” Mission Strategies Tactics Vision Goals Objectives A statement describing the aims, values and overall plan of an organisation. e.g. “To be the leading creator and protector of wealth.” The strategic plan. e.g. “Defend our current customer base to reduce churn and increase repeat business” A concise statement of a desired change. e.g. “To be the leading provider of wealth management services in our major target markets within the next 5 years.” A high level statement of what the plan will achieve. e.g. “Improve customer satisfaction (over the next five years)” A Course of Action that channels efforts towards objectives e.g. “Call first-time customers personally” The outcome of projects improving capabilities, process, assets, etc. e.g. “Develop an operational customer call centre by June 30, 2015”
  • 17. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 19
  • 18. BUSINESS CAPABILITIES B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 20
  • 19. Information B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 21 STRATEGIC COHERENCY One of the ways we create coherence is Through capability based planning. Capability driven architectures are designed to support the strategic objectives of an organisation. Mission Strategies Tactics Vision Goals Objectives OUTCOME CAPABILITY People Process Technology Capabilities consist of people, process and technology To fully understand a capability all these components must exist regardless of their maturity level
  • 20. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 22 WHAT IS A CAPABILITY? › An ability that an organisation, person, or system possesses. Capabilities are typically expressed in general and high-level terms and typically require a combination of organisation, people, processes, and technology to achieve. For example, marketing, customer contact, or outbound telemarketing – The Open Group › The power or ability to do something – Oxford English Dictionary › Measure of the ability of an entity (department, organisation, person, system) to achieve its objectives, specially in relation to its overall mission – Business Dictionary › The ability to perform or achieve certain actions or outcomes through a set of controllable and measurable faculties, features, functions, processes, or services – Wikipedia Some Definitions…
  • 21. IDENTIFYING CAPABILITIES B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 23 › All enterprises have ‘capabilities’: Capabilities are the things the enterprise must be able to DO in order to fulfil its mission › Capabilities will tend to persist over time » What changes is the way in which the capability is fulfilled (the ‘How’), who is fulfilling the capability, where it takes place and their importance to the business strategy › Capabilities are expressed as outcomes and should be agnostic of technology, product, organisational unit, etc. » Meaning the same capability could be performed in different ways depending on context, channel, etc. › Capabilities can be described in a simple one-page view… the Business Capability Model Some Guidelines…
  • 22. BUILDING THE CAPABILITY MODEL: THE VALUE CHAIN B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 24 Value Activity 1 Value Activity 2 Value Activity 3 Margin › Every firm is a collection of activities that are performed to design, produce, market, deliver and support its products and services › The value activities are the building blocks by which a firm creates products which are valuable to its consumers › So… the key value-driving activities are a starting point to help identify key capabilities required by your value chain
  • 23. T H E B U S I N E S S ‘C A PA B I L I T Y MO D E L B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 25 The capability model represents the "map" of the organisation…
  • 24. THE BUSINESS CAPABILITY MODEL B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 26 …and like a map of a city, the business anchor model can have many overlays, each communicating a different message based on the same underlying structure
  • 25. Chief Information Officer Chief Distribution & Marketing Officer Chief HR Officer Chief Investment Officer Chief Finance Officer Chief Operations Officer General Counsel & Company Secretary Customer Services Leader Operations Leader: Underwriting & Market Development and Sourcing Productising and Bundling Sales and Distribution Servicing Business Development & Sales Leads Generation People Process Info. Tech. N/A N/A N/A N/A Leads Management People Process Info. Tech. N/A N/A N/A N/A Broker Management People Process Info. Tech. N/A N/A N/A N/A Product Packaging Pricing Product Management Policy Administration People Process Info. Tech. N/A N/A N/A N/A Consolidated Reporting People Process Info. Tech. N/A N/A N/A N/A Lump Sum Claims Delivery Method Registration Value Transaction Management Premium Management People Process Info. Tech. N/A N/A N/A N/A Payments Management People Process Info. Tech. N/A N/A N/A N/A Specialist Training Client Servicing Partner Strategy & Support Sponsorship People Process Info. Tech. N/A N/A N/A N/A Client Communications Adviser Relationship Management Process Execution People Process Info. Tech. Renewals Consulting People Process Info. Tech. N/A N/A N/A N/A Dealership Relationship Management Operational Performance Knowledge Management People Process Info. Tech. Resource Allocation People Process Info. Tech. N/A N/A N/A N/A Government Reinsurance Management Project Execution People Process Info. Tech. People Process Info. Tech. Policy N/A N/A N/A N/A Enterprise Architecture Procurement People Process Info. Tech. Management N/A N/A N/A N/A Candidate Assessment and Talent Redeployment & Employment Offers & Contracts Disaster Infrastructure Recovery People Process Info. Tech. © Enterprise Architects (Vic) Pty Ltd 2014 Application People Process Info. Tech. N/A N/A N/A N/A Tenders People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Strategic Pipeline People Process Info. Tech. N/A N/A N/A N/A Tactical Pipeline People Process Info. Tech. N/A N/A N/A N/A Policy Acquisition People Process Info. Tech. N/A N/A N/A N/A Needs Analysis People Process Info. Tech. N/A N/A N/A N/A Product Selection People Process Info. Tech. N/A N/A N/A N/A Quotation & Illustration People Process Info. Tech. N/A N/A N/A N/A Customer Service Claims Management People Process Info. Tech. N/A N/A N/A N/A Enquiries People Process Info. Tech. N/A N/A N/A N/A Complaints Management People Process Info. Tech. N/A N/A N/A N/A Retention People Process Info. Tech. N/A N/A N/A N/A On-boarding People Process Info. Tech. N/A N/A N/A N/A Adviser Remuneration People Process Info. Tech. N/A N/A N/A N/A Operations Quality Management People Process Info. Tech. N/A N/A N/A N/A Management People Process Info. Tech. Underwriting People Process Info. Tech. Business Continuity Management Corporate Risk Management People Process Info. Tech. Reinsurance People Process Info. Tech. Contract Due Diligence People Process Info. Tech. Regulatory Relationship Management Company Secretary People Process Info. Tech. Management People Process Info. Tech. Investor Relationship Management Government & Industry Relationship Advice Internal Audit Compliance Provisioning People Process Info. Tech. Directors Relationship Management Legal & Ethical Management People Process Info. Tech. People Process Info. Tech. N/A N/A N/A N/A External Public Relations Management People Process Info. Tech. Administration Management Product/Channels Management Reporting B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 27 Products & Services Channels Core Value Creating Capabilities Market Market & Data Analytics Campaign Management Product Launch External Market Communications Brand Management Promotions Advertising Internal Sales Tools People Process Info. Tech. N/A N/A N/A N/A Channel Marketing Product Research Product Development New Business Underwriting Policy Owner Service (POS) Recurring Claims Management Auditors Operations Document Management People Process Info. Tech. Shared Services Head of Advisor Services Head of Group Insurance Strategy Delivery Manager – Distribution & Marketing Head of Direct Marketing Chief Risk Officer Reinsurance Administration Manager Head of Financial Control Taxation Manager Management of Reporting Actuary Retirement Planning Life Insurance Accident Insurance Health Insurance Employee Benefits Credit Life Pension Service Group Retail Direct People Process Info. Tech. N/A N/A N/A N/A Operations Management People Process Info. Tech. N/A N/A N/A N/A Business Process Management People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A Decisional & Business Intelligence People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Technical Operations Training People Process Info. Tech. N/A N/A N/A N/A Strategy & Execution Strategy Research People Process Info. Tech. People Process Info. Tech. N/A N/A N/A N/A Strategy Strategy Planning People Process Info. Tech. N/A N/A N/A N/A Project Portfolio Management People Process Info. Tech. N/A N/A N/A N/A Project Portfolio Prioritisation People Process Info. Tech. Selection People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A Benefits Realisation People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Change Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Finance & Actuarial Capital Investment People Process Info. Tech. People Process Info. Tech. N/A N/A N/A N/A Financial Accounting People Process Info. Tech. Actuarial People Process Info. Tech. Management People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Facilities Financial Management & Management People Process Info. Tech. N/A N/A N/A N/A Analysis N/A N/A N/A N/A Statutory & Regulatory Reporting People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Cash Management People Process Info. Tech. N/A N/A N/A N/A Human Resource Management Employee Development & People Process Info. Tech. N/A N/A N/A N/A Training Employee Performance Management People Process Info. Tech. N/A N/A N/A N/A Succession Planning People Process Info. Tech. People Process Info. Tech. N/A N/A N/A N/A Employee Retention People Process Info. Tech. N/A N/A N/A N/A Talent Workforce Planning People Process Info. Tech. N/A N/A N/A N/A Recruitment and Sourcing N/A N/A N/A N/A Talent Development & People Process Info. Tech. N/A N/A N/A N/A Training People Process Info. Tech. N/A N/A N/A N/A Selection People Process Info. Tech. N/A N/A N/A N/A Retirement People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Information Technology Management IT Vendor Relationship Management Architecture Management People Process Info. Tech. People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A IT Security & Risk People Process Info. Tech. N/A N/A N/A N/A Application Development People Process Info. Tech. Management People Process Info. Tech. N/A N/A N/A N/A Process Execution People Process Info. Tech. N/A N/A N/A N/A IT Service Delivery People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A External Relationship Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Legal & Compliance People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Underwriting and Risk Management People Process Info. Tech. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Performance Management People Process Info. Tech. N/A N/A N/A N/A Profitability People Process Info. Tech. N/A N/A N/A N/A Practitioners Firms Regulatory People Process Info. Tech. N/A N/A N/A N/A Marketing People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Product Manufacturing & Maintenance People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. 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N/A N/A N/A N/A Individual Life Relationships Operations Leader: Administration & Partner Support Operations Leader: Claims INSURECO CAPABILITY MODEL
  • 26. C U R R E N T S T A T E M A T U R I T Y T A R G E T S T A T E M A T U R I T Y 1 2 3 4 B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 28 CAPABILITY MATURITY › Capabilities can be assessed for their current and required maturity level › Target State Maturity is assessed relative to the strategic importance of the capability › Capabilities can be assessed at a high level, or at more granular level along the dimensions of People, Process, Information and Technology › Meaning the assessment can be rolled-up or drilled-down into specific areas as necessary Consider both current and target state maturity Low Maturity (Ad Hoc) Medium Maturity (Repeatable) Med-High Maturity (Defined/Managed) High Maturity (Optimized)
  • 27. Sources: Stakeholders: Business Executives, Business Managers, Business SME’s, IT Executives, Solution Managers, Solution Designers, IT Operations, Project Teams and Architects Product Management Value Transaction Management Leads Management Broker Management Strategic Pipeline Tactical Pipeline Policy Acquisition Partner Strategy & Support Sponsorship Client Communications Adviser Relationship Management Resource Allocation Premium Management Payments Management Leads Generation Specialist Training Client Servicing Knowledge Management Government Policy Procurement Management Candidate Assessment and Selection Enterprise Architecture Employment Offers & Contracts Underwriting Due Diligence Regulatory Relationship Management Product/ Channels Profitability © Enterprise Architects (Vic) Pty Ltd 2014 Customer Service Claims Management Complaints Management On-boarding Adviser Remuneration Needs Analysis Product Selection Quotation & Illustration Application Consulting Dealership Relationship Management Operational Performance Management Operations Quality Management Technical Operations Training Corporate Risk Management Company Secretary Government & Industry Relationship Management Business Continuity Management Advice Provisioning Directors Relationship Management Internal Audit Compliance Legal & Ethical Management External Administration Management Reinsurance Contract Management Investor Relationship Management Public Relations Management Management Reporting B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 29 Core Value Creating Capabilities Market & Data Analytics Campaign Management Product Launch External Market Communications Brand Management Operations Market Development and Sourcing Productising and Bundling Sales and Distribution Servicing Document Management Shared Services People People People People People People Internal Sales Tools Channel Marketing People Process Info. Tech. N/A N/A N/A N/A Marketing People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Business Development & Sales People Process Info. Tech. N/A N/A N/A N/A Client Development People Process Info. Tech. N/A N/A N/A N/A Product Manufacturing & Maintenance People Process Info. Tech. N/A N/A N/A N/A Product Research Product Development Product Service People Process Info. Tech. N/A N/A N/A N/A Operations Management People Process Info. Tech. N/A N/A N/A N/A Strategy & Execution People Process Info. Tech. N/A N/A N/A N/A Strategy Research Finance & Actuarial People Process Info. Tech. N/A N/A N/A N/A Investment Strategy Planning Capital Management Human Resource Management People Process Info. Tech. N/A N/A N/A N/A Promotions Advertising Employee Development & Training Employee Performance Management Information Technology Management People Process Info. Tech. N/A N/A N/A N/A Underwriting and Risk Management People Process Info. Tech. N/A N/A N/A N/A Legal & Compliance People Process Info. Tech. N/A N/A N/A N/A External Relationship Management People Process Info. Tech. N/A N/A N/A N/A Performance Management People Process Info. Tech. N/A N/A N/A N/A Product Packaging Reinsurance Policy Administration Consolidated Reporting Lump Sum Claims Management Delivery Method Registration Process Execution People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A New Business Underwriting Policy Owner Service (POS) Recurring Claims Management Business Process Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Decisional & Business Intelligence People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. 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N/A N/A N/A N/A Tenders People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Renewals People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Pricing People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. 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Tech. N/A N/A N/A N/A Change Management Cash Management Talent Redeployment & Retirement People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Architecture Management People Process Info. Tech. N/A N/A N/A N/A Application Development People Process Info. Tech. N/A N/A N/A N/A IT Service Delivery People Process Info. Tech. N/A N/A N/A N/A IT Security & Risk Management People Process Info. Tech. N/A N/A N/A N/A Disaster Recovery People Process Info. Tech. N/A N/A N/A N/A IT Vendor Relationship Management People Process Info. Tech. N/A N/A N/A N/A Process Execution People Process Info. Tech. N/A N/A N/A N/A Infrastructure People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. 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  • 28. INSURE Co. Business Capability Model with Applications Overlay Business Capability Model Version: 2.0.0 Created: 18/03/2014 by Enterprise Architects Updated: 15/05/2014 by Enterprise Architects Sources: Product Manufacturing & Maintenance Description: A Business Capability Model provides an anchor point for defining the organisation on a page. This overlay identifies Reinsurance Delivery Method Registration what applications are used to support the capabilities within the organisation. Product Research Concerns Addressed: What are the capabilities required to support the strategic direction and deliver consistent outcomes? What are the applications that are used to support the capabilities? What are the lifecycle statuses and Business/IT fit for these applications? 2 Claims 4 Stakeholders: Business Executives, Business Managers, Business SME’s, IT Executives, Solution Managers, Solution Designers, IT Operations, Project Teams and Architects People Process Info. Tech. N/A N/A N/A N/A Policy Administration 4 Compass 4 Productising and Bundling Sales and Distribution Servicing Consolidated Reporting Policy Administration People Process Info. Tech. N/A N/A N/A N/A Value Transaction Management Premium Management 2 Claims 4 4 NAB Connect 3 People Process Info. Tech. N/A N/A N/A N/A New Business Payments Management 4 Compass 4 Batch Printing 2 ELSA VUL 1 4 NAB Transact 4 2 OLAS 3 Payment Dishonors 3 Receipting 3 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A 4 Recurring Claims Compass Management 4 3 eClaims 3 Inbound Mail 3 New Business 2 Outbound Mail People 2 TeamTrack Process Info. 2 Tech. N/A N/A N/A N/A Lump Sum Claims Management 3 eClaims 3 Inbound Mail 3 New Business 2 Outbound Mail People 2 TeamTrack Process Info. 2 Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Client Development Specialist Training People Process Info. Tech. N/A N/A N/A N/A Partner Strategy & Support People Process Info. Tech. N/A N/A N/A N/A Adviser Relationship Management 3 ACT! 4 People Process Info. Tech. N/A N/A N/A N/A Sponsorship People Process Info. Tech. N/A N/A N/A N/A Consulting People Process Info. Tech. N/A N/A N/A N/A Dealership Relationship Management 3 ACT! 4 People Process Info. Tech. N/A N/A N/A N/A Client Servicing 2 OLAS 3 2 Adviser Site 4 CUCCX 3 Group Website 4 4 Voice Recording 4 3 New Business 2 Client Communications 2 Adviser Site 4 Policy Notices 3 Group Website 4 Renewals CCI 2 2 4 Compass 4 2 Spreadsheets Group Renewal Spreadsheets Underwriting eApp Express 4 4 Mobile 4 Case360 5 Knowledge Management 4 Compass 4 Service Desk Express (SDE) 4 NAB Connect 3 4 Case360 5 2 Claims 4 2 Compass 3 Content 2 3 Content 2 3 4 Case360 5 2 Claims 4 4 Compass 4 Content 2 3 Content 2 3 eApp Express 4 4 4 3 SharePoint 4 2 OLAS 3 Policy Notices Online 4 LifeApp 3 People Process Info. Tech. N/A N/A N/A N/A AMEX BAS Billing Extract Manager 5.3 Manager 8.4 Manager 5.3 Manager 8.4 4 Case360 5 Content 2 3 2 TeamTrack 2 Content Content Government Policy Manager 5.3 Content 2 3 Manager 8.4 2 Adviser Site 4 Policy Notices 3 Group Website 4 4 INSA 2 2 Adviser Site 4 Batch Printing 4 LifeApp 3 4 Compass 4 CUCCX 3 Group Website 4 Inbound Mail 3 New Business 2 Outbound Mail 4 Voice Recording 4 3 New Business 2 2 OLAS 3 4 Case360 5 4 Compass 4 Content Priceline Sales 2 3 Manager 5.3 3 3 Content 2 3 Manager 8.4 3 Prophet 4 4 Case360 5 4 Compass 4 Content 2 3 Manager 5.3 Content 2 3 Manager 8.4 CUCCX eApp Express 4 4 Mobile eApp Express 4 4 Online 4 LifeApp 3 3 New Business 2 2 ELSA VUL 1 Inbound Mail 2 OLAS 3 Outbound Mail 4 Voice Recording 4 4 LifeApp 3 3 New Business 2 2 OLAS 3 4 Case360 5 Content 2 3 Manager 5.3 Content Priceline Sales 3 3 2 3 Manager 8.4 Service Desk Express (SDE) 4 3 2 Eric Stats 2 5 Quality Center 4 Change Management 5 Quality Center 4 3 New Business 2 Policy Owner Service (POS) People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Enterprise Architecture People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Process Execution People Process Info. Tech. N/A N/A N/A N/A Project Execution TimePro 2 TeamTrack 2 People Process Info. Tech. N/A N/A N/A N/A 4 Case360 5 Financial Accounting 4 Case360 5 4 Compass 4 Content 2 3 Manager 5.3 Content 2 3 Manager 8.4 Portal Portal 3 Prophet 4 4 LifeApp 3 3 New Business 2 2 ELSA VUL 1 Actuarial OLAP 3 Prophet 4 4 Sun Accounts 5 TimePro Portia 2 4 Compass 4 People Process Info. Tech. N/A N/A N/A N/A Content Excel (WFP Analytics) 2 1 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Resource Allocation Leads Generation People Process Info. Tech. N/A N/A N/A N/A Tenders People Process Info. Tech. N/A N/A N/A N/A Leads Management 3 Data Exchange Value Transaction Management Premium Management Portal 3 ACT! 4 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Tactical Pipeline People Process Info. Tech. N/A N/A N/A N/A Policy Acquisition People Process Info. Tech. N/A N/A N/A N/A Broker Management People Process Info. Tech. N/A N/A N/A N/A Strategic Pipeline Payments Management People Process Info. Tech. N/A N/A N/A N/A Needs Analysis 4 LifeApp 3 Priceline Sales People Process Info. Tech. N/A N/A N/A N/A 2 DM Sales Portal 3 3 3 4 INSA 2 Product Selection Portal 4 INSA 2 4 LifeApp 3 Priceline Sales 3 3 People Process Portal Info. Tech. N/A N/A N/A N/A 2 DM Sales Portal 3 eApp Express 4 4 Mobile eApp Express 4 4 Online Quotation & Illustration 4 INSA 2 4 LifeApp 3 Priceline Sales 3 3 People Process Portal Info. Tech. N/A N/A N/A N/A 4 INSA 2 4 LifeApp 3 Priceline Sales 3 3 Portal People Process Info. Tech. N/A N/A N/A N/A 2 DM Sales Portal 3 eApp Express 4 4 Mobile eApp Express 4 4 Online Application 2 DM Sales Portal 3 eApp Express 4 4 Mobile eApp Express 4 4 Online Inbound Mail Recurring Claims Management 4 Case360 5 Operational Performance Management 4 Case360 5 Content 2 3 Manager 5.3 Content 2 3 Manager 8.4 2 Eric Stats 2 2 SLA Reports 3 Underwriting and Risk Management Facilities Management People Process Info. Tech. N/A N/A N/A N/A Underwriting eApp Express 4 4 Mobile eApp Express 4 4 Online 4 LifeApp 3 People 3 Process New Business Info. Tech. 2 N/A N/A N/A N/A Financial Management & Analysis 4 Sun Accounts 5 Talent Recruitment and Sourcing 3 FinPlan 3 2 SAP ERP HCM 4 People Process Info. Tech. N/A N/A N/A N/A Delivery Method Registration People Process Info. Tech. N/A N/A N/A N/A Consolidated Reporting People Process Info. Tech. N/A N/A N/A N/A New Business People Process Info. Tech. N/A N/A N/A N/A Underwriting People Process Info. Tech. N/A N/A N/A N/A Policy Owner Service (POS) People Process Info. Tech. N/A N/A N/A N/A Business Process Management People Process Info. Tech. N/A N/A N/A N/A TimePro 3 FinPlan 3 2 Claims 4 4 Compass 4 2 OLAS 3 Product Packaging Product Development 4 INSA 2 4 LifeApp 3 3 New Business 2 2 OLAS 3 Priceline Sales 3 3 Portal 3 Prophet 4 4 LifeApp 3 3 New Business 2 2 OLAS 3 Priceline Sales 3 3 Portal 3 Prophet 4 4 LifeApp 3 3 New Business 2 2 OLAS 3 2 Eric Stats 2 2 Sales Reports 3 2 SLA Reports 3 2 Claims 4 4 Compass 4 eApp Express 4 4 Mobile eApp Express 4 Compass 4 eApp Express 4 4 Inbound Mail 2 Claims 4 4 Compass 4 2 DM Sales Portal 3 eApp Express 4 4 Mobile eApp Express 4 4 3 eClaims 3 4 Compass 4 2 DM Sales Portal 3 eApp Express 4 4 Mobile eApp Express 4 4 4 INSA 2 4 Compass 4 eApp Express 4 4 Mobile eApp Express 4 4 3 eClaims 3 Mobile 4 Kofax Capture 4 eApp Express Outbound Mail Policy Notices SharePoint 4 4 CampaignMaster Data Exchange Portal 4 CampaignMaster 4 CampaignMaster INSURECo Website 3 4 4 CampaignMaster 4 CampaignMaster The Hive 5 Batch Printing 4 Case360 5 Content 2 3 Manager 5.3 Content 2 3 Manager 8.4 ECS 3 IQM+ Online Online Online Product Management 4 Compass 4 eApp Express 4 4 Mobile Bloomberg 5 Portia 2 Portia 2 4 Sun Accounts 5 eApp Express Moody's Credit 2 SAP ERP HCM 4 2 ESS 4 2 SAP ERP HCM 4 3 DCS 2 3 SkillportLMS 3 3 WFP BI Reports 3 2 Claims 4 SLAM 3 2 TeamTrack 2 2 Compass 3 Content Content OpenPages 2 Claims 4 4 Compass 4 2 OLAS 3 Lump Sum Claims Management 4 Case360 5 4 Vision (PMQ&A) 4 Portia 2 2 MSS 4 3 Portal 2 2 SAP ERP HCM 4 Content 2 3 Manager 8.4 Process Execution 5 Quality Center 4 Subversion 4 5 Quality Center 4 TimePro HR Forms Automation 1 4 Service Desk Express (SDE) SharePoint 4 SharePoint 4 4 3 People Process Info. Tech. N/A N/A N/A N/A IT Service Delivery People Process Info. Tech. N/A N/A N/A N/A 4 Taleo 4 Disaster Recovery SharePoint 4 SharePoint 4 People Process Info. Tech. N/A N/A N/A N/A External Administration Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Legal & Compliance Due Diligence People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Contract Management People Process Info. Tech. N/A N/A N/A N/A © Enterprise Architects (Vic) Pty Ltd 2014 Core Value Creating Capabilities Market Development & Sourcing Marketing Market & Data Analytics People Process Info. Tech. N/A N/A N/A N/A Campaign Management People Process Info. Tech. N/A N/A N/A N/A Product Launch People Process Info. Tech. N/A N/A N/A N/A External Market Communications People Process Info. Tech. N/A N/A N/A N/A Brand Management People Process Info. Tech. N/A N/A N/A N/A Promotions People Process Info. Tech. N/A N/A N/A N/A Advertising People Process Info. Tech. N/A N/A N/A N/A Internal Sales Tools People Process Info. Tech. N/A N/A N/A N/A Channel Marketing People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Operations Business Development & Sales People Process Info. Tech. N/A N/A N/A N/A Product Manufacturing & Maintenance Product Research People Process Info. Tech. N/A N/A N/A N/A Product Packaging People Process Info. Tech. N/A N/A N/A N/A Operations Management Document Management People Process Info. Tech. N/A N/A N/A N/A Shared Services Customer Service Claims Management 4 Case360 5 2 Claims 4 4 Compass 4 Content People Process Info. Tech. N/A N/A N/A N/A 2 3 3 eClaims 3 Inbound Mail 3 New Business 2 Outbound Mail People Process Info. Tech. N/A N/A N/A N/A Content 2 3 2 TeamTrack 2 3 Group Website 4 2 OLAS 3 4 Voice Recording 4 2 Adviser Site 4 4 Compass 4 People Process Info. Tech. N/A N/A N/A N/A Manager 5.3 Manager 8.4 CUCCX 3 Data Exchange Portal Complaints Management Service Desk Express (SDE) 4 3 2 Claims 4 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A On-boarding CCI 2 2 Spreadsheets 4 Compass 4 2 DM Sales Portal 3 eApp Express 4 4 Mobile People Process Info. Tech. N/A N/A N/A N/A eApp Express 4 4 4 INSA 2 4 LifeApp 3 3 New Business 2 2 OLAS 3 Priceline Sales 3 3 People Process Info. Tech. N/A N/A N/A N/A Online Portal Adviser Remuneration 2 Adviser Site 4 4 Compass 4 Commissions 2 OLAS 3 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A 3 eClaims 3 Operations Quality Management 3 New Business 2 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Strategy & Execution Internal Audit People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Technical Operations Training People Process Info. Tech. N/A N/A N/A N/A Business Continuity Management People Process Info. Tech. N/A N/A N/A N/A 3 eClaims 3 Procurement Management 4 CashDesk 3 4 Sun Accounts 5 People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Strategy Research People Process Info. Tech. N/A N/A N/A N/A Strategy Planning People Process Info. Tech. N/A N/A N/A N/A Finance & Actuarial 2 Claims 4 3 iPOS 5 Employment Offers & Contracts 3 New Business 2 HR Forms Automation 1 4 People 4 Process Taleo Info. 4 Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Reinsurance People Process Info. Tech. N/A N/A N/A N/A Product Development Pricing Product Management Strategy Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Investment Decisional & Business Intelligence People Process Info. Tech. N/A N/A N/A N/A Project Portfolio Selection People Process Info. Tech. N/A N/A N/A N/A Capital Management Human Resource Management Employee Development & Training People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Project Portfolio Prioritisation People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Employee Performance Management People Process Info. Tech. N/A N/A N/A N/A Product Service Benefits Realisation People Process Info. Tech. N/A N/A N/A N/A Actuarial Succession Planning People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Employee Retention People Process Info. Tech. N/A N/A N/A N/A Workforce Planning Talent Development & Training People Process Info. Tech. N/A N/A N/A N/A Enquiries Retention People Process Info. Tech. N/A N/A N/A N/A Corporate Risk Management People Process Info. Tech. N/A N/A N/A N/A Cash Management People 4 Process Sun Accounts Info. Tech. 5 N/A N/A N/A N/A Candidate Assessment and Selection 4 Compass 4 Contractor 2 2 4 Taleo 4 People Process Info. Tech. N/A N/A N/A N/A Reinsurance People Process Info. Tech. N/A N/A N/A N/A Statutory & Regulatory Reporting People Process Info. Tech. N/A N/A N/A N/A Talent Redeployment & Retirement People Process Info. Tech. N/A N/A N/A N/A Infrastructure People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Information Technology Management Architecture Management People Process Info. Tech. N/A N/A N/A N/A IT Vendor Relationship Management People Process Info. Tech. N/A N/A N/A N/A IT Security & Risk Management MS ILM People Process Info. Tech. N/A N/A N/A N/A Application Development People Process Info. Tech. N/A N/A N/A N/A External Relationship Management Regulatory Relationship Management People Process Info. Tech. N/A N/A N/A N/A Investor Relationship Management People Process Info. Tech. N/A N/A N/A N/A Government & Industry Relationship Management People Process Info. Tech. N/A N/A N/A N/A Directors Relationship Management 3 DirectorConnect 4 People Process Info. Tech. N/A N/A N/A N/A Legal & Ethical Management People Process Info. Tech. N/A N/A N/A N/A Public Relations Management People Process Info. Tech. N/A N/A N/A N/A Management Reporting Content Content Actuarial OLAP 2 SLA Reports 3 3 ACT! 4 2 Sales Reports 3 SLAM 3 People Process Info. Tech. N/A N/A N/A N/A Compliance Verification System HR Forms Automation 1 4 Performance Management FACFilter People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A 3 DCS 2 Company Secretary Product/Channels Profitability 3 DirectorConnect 4 ViewPoint People Process Info. Tech. N/A N/A N/A N/A 3 Prophet 4 2 Sales Reports 3 People Process Info. Tech. N/A N/A N/A N/A Advice Provisioning People Process Info. Tech. N/A N/A N/A N/A Legend Application Lifecycle Emerging Contain Core Retire Business Fit High Business Fit Medium Business Fit Low Business Fit Technology Fit High Technical Fit Medium Technical Fit Low Technical Fit Emerging - Potentially High relevance, processes and ecosystem still developing Application - this application has identified potential to change the cost/value, efficiency/effectiveness of our services, and we are at a point where work is required to achieve that potential, proof of concept/initial deployments are Underway or completed. Financial - there is an investment cycle with a strong ROI, though possibly with benefits outside of the immediate project. Organisational - this will assist in supporting our organisational maturity goals through improving process, skills, readiness and/or capability. Design patterns are actively being developed or refined. Usage & Governance – Projects may consider using these applications where there is justification. However projects must be aware that service management organisation, tools and processes will likely be immature. Projects promoting the use of “Invest” applications must seek adoption signoff from the Head of Infrastructure and Operations together with the Head of IT Strategy and Architecture before commitment to use can be assumed. Core - High relevance; processes and ecosystem in place Application - this is a fundamental and valuable application and is the current standard. It is well understood and there is no risk in attempting to extract ongoing value from its use. Financial - costs are known and understood. There is good ROI for maintenance; either upgrading early or leap-frogging some upgrade steps. Cost models clearly identify the whole service stack and components are managed to the whole service. Organisational - all staff in the support pyramid(s) understand the key controls and SLAs around this application. There is no tinkering, instead there is a process for continuous improvement. Usage & Governance – Projects should specify the use of Core Applications where available in the knowledge they are fully supported by service management and operational capabilities. Contain - Falling relevance; ageing processes and ecosystem Application/Financial - this installation is not to be extended in use. Where possible changes will not occur to the existing environment - it is to be allowed to age towards sunset with minimal additional spend. Organisational - Operations and security levels are to be maintained, there needs to be a process to manage changes required for continued operation, and to keep skills for the duration. Lifecycle Management - A replacement strategy, if required, must be in place for all applications with this status. Usage & Governance – Projects should generally avoid use of Contain Applications as they are invariably subject to near or medium term sunset. Any circumstance which promotes extended use of Contain applications must be seek exemption from <Insert Appropriate Governance Authority> before commitment to use can be assumed. Retire - Avoidance; specialist (non-core) resources and processes required to keep in the environment Application/Financial - Spend and change must only occur as part of projects that assist in removal of this application. Organisational - All change requires formal approval from the Head of Infrastructure and Operations together with the Head of IT Strategy and Architecture, which will only occur where it contributes towards Retiring the application, or meets a mandatory requirement due before exit is complete. Lifecycle Management - Applications which cannot readily be removed will be ring-fenced. If this approach is taken, design patterns must exist for working with the application. Usage & Governance – Must avoid use of Exit Applications as they are subject to defined decommissioning strategy. Any circumstance which promotes extended use of Exit applications must seek exemption from the Head of Infrastructure and Operations together with the Head of IT Strategy and Architecture before usage approval can be given. People Process N/A N/Partner People Process N/A N/Adviser B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 31 Sourcing Marketing MAPPING CAPABILITIES TO APPLICATIONS Market & Data Analytics People Process Info. Tech. N/A N/A N/A N/A Campaign Management People Process Info. Tech. N/A N/A N/A N/A Product Launch People Process Info. Tech. N/A N/A N/A N/A External Market Communications People Process Info. Tech. N/A N/A N/A N/A Brand Management INSURECo Website People Process Info. Tech. N/A N/A N/A N/A Promotions People Process Info. Tech. N/A N/A N/A N/A Advertising People Process Info. Tech. N/A N/A N/A N/A Internal Sales Tools People Process Info. Tech. N/A N/A N/A N/A Channel Marketing People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Operations Operations Management People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Pricing People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Product Service People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A People Process Info. Tech. N/A N/A N/A N/A Client Specialist People Process Training N/A N/Strategy Support Relationship Management Client Adviser Client 2 Renewals 4 CampaignMaster 3 Data Exchange Portal 4 CampaignMaster 4 CampaignMaster 3 4 4 CampaignMaster 4 CampaignMaster The Hive 5 3 2 Adviser 3 Group 2 Group Spreadsheets 2 Spreadsheets IQM+ 2 OLAS 3 4 2 DM Sales Portal 3 4 4 Online 3 eClaims 3 2 DM Sales Portal 3 4 4 Online 4 INSA 2 4 4 Online 3 eClaims 3 2 OLAS 3 2 Claims 4 4 NAB Connect 3 AMEX BAS Billing Extract 4 Compass 4 2 ELSA VUL 1 4 NAB Connect 3 4 NAB Transact 4 2 OLAS 3 Payment Dishonors 3 Receipting 3 2 Adviser Site 4 Policy Notices 3 Group Website 4 People Process Info. Tech. N/A N/A N/A N/A 2 3 Manager 5.3 2 3 Manager 8.4 Inbound Mail Outbound Mail 2 TeamTrack 2 People Process Info. Tech. N/A N/A N/A N/A 2 3 Manager 5.3 2 3 Manager 8.4 Inbound Mail Outbound Mail 2 TeamTrack 2 2 Adviser Site 4 CUCCX 3 Group Website 4 Inbound Mail Outbound Mail 4 Voice Recording 4 2 3 Manager 5.3 CUCCX Inbound Mail 2 OLAS 3 Outbound Mail 4 Voice Recording 4 2 3 Manager 5.3 2 3 Manager 8.4 › Understanding the dependency between Capabilities and technology assets…. › …and understanding the technical health and business fit of the technology… › …creates powerful insight into the overall health of the Enterprise Architecture
  • 29. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 32 COMBINING THE VIEWS › Identifies Core and Differentiating Capabilities and ranks Capabilities according to their strategic importance › Identifies current and target Maturity levels and gaps › Provides a view of tactical / operational Pain Points › Enables us to understand where we are currently investing and whether our investments support the strategy › Provides insight into where and how we should be closing Capability Maturity Gaps › Provides the fact-base to inform strategic planning What does this tell us?
  • 30. THE CAPABILITY DRIVEN B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 33 ROADMAP
  • 31. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 35 TRANSITION PLANNING In order to move from the Current Environment to the Target Environment, a series of initiatives must be undertaken. A Business Architecture approach to defining the Transition Roadmap will enable informed decision making, creating traceability from strategy to implementation. Developing a Capability-Driven Roadmap Motivations Business Model Capability Model Target Architecture Maturity & Gaps Work Packages Current State Architecture Transitioning ‘ A N C H O R M O D E L S ’
  • 32. CAPABILITY INCREMENTS B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 36 Capability Maturity Uplift is often Delivered in Multiple Increments C A PA B I L I T Y C A PA B I L I T Y INC R EMENT PEOPLEDIMENSION Individual Training Collective Training Professional Development PROCESS DIMENSION Concepts Business Processes Information Management MATERIAL DIMENSION Infrastructure Information Technology Equipment
  • 33. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 37
  • 34. CASE STUDY: INSURECO OUTCOMES B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 38
  • 35. OUTCOMES: STRATEGIC BUSINESS DESIGN THE OBJECTIVE CLIENT OUTCOMES Business design for INSURECo. with clear line of sight to the strategic business objectives Outline the motivations, capabilities and work packages which will deliver alignment to the overall business current and future states. The baseline architecture provided INSURECo with a view of: › Capabilities mapped to strategic objectives › Applications linked to capability › Analysis whether capabilities are “fit for purpose” based on strategic objectives › Analysis and rating of applications with regards to business and technical fit › Areas of technology investment required to support strategic objectives › Prioritisation of capital investment based on strategic objectives › A clear Roadmap to transition to the new Business Model B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I Business Analysis Conference Europe 2014 S E A R C H I T E C T S | PAGE 39
  • 36. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 40 RECAP › Business Capabilities are an essential tool to help us to look at the Business agnostically, speak a common language and understand our strengths and weaknesses in relation to strategy Business Architecture Key Points › Business Architecture provides the coherence between Strategy and Implementation › Linking programmes and projects to Business Motivation (via Capabilities) provides traceability from strategy to implementation
  • 37. TH ANK YOU… B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 41
  • 38. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 42

Editor's Notes

  1. *** Architecture is a swear word in most Organisations. Other names for a Business Architect: Business designer. Enterprise planner Integrated business planner Design thinking label works well. ***
  2. This often leads to misalignment across the enterprise and often results in incorrect apportionment of capex across the project portfolio... Project Spend (Capex) occurs in the areas that are often not strategic in nature It also creates a hindrance for enterprise wide planning decisions Planning decisions are not informed by a coherent enterprise view of the problem space This also impacts technology decisions The application and technology portfolio is often tactically aligned to business or purely technology driven Understand the value drivers and corresponding leverage points that drive the strategy Focus on clearly linking the strategy to operations through business capabilities. Establish target values that are tied to the project portfolio and ensure business architects provide project oversight.
  3. Add project spend / capex
  4. In order to move from the Current Environment to the Target Environment, a series of initiatives must be undertaken. The transition plan identifies those initiatives and develops a Roadmap for implementing them A portfolio perspective is required to minimize time to value, achieve synergies where possible, and minimize adverse impacts to the business environment A Business Architecture approach to defining the Transition Roadmap will enable informed decision making, creating traceability from strategy to implementation