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eService Solution
Delivery in a Global
Environment.
Phil Myers
Director, eService Web Strategy, Lenovo USA
Timothy Stelema...
About Delaware Consulting
Arthur Andersen Consulting Belgium
1,000+ Professionals Worldwide
Roots in Systems Integration, ...
About Lenovo
•  May 1st 10 year anniversary of PCD acquisition!
•  Executive headquarter in Beijing, China and Morrisville...
Rebuilding
support.lenovo.com
Project eSupport
support.lenovo.com today
•  Support.Lenovo.com is the main access point for post-sales support for Lenovo
products:
•  Dri...
Now let’s go back in time…
At the end of May 2013, I found myself
on a Florida beach,
enjoying the Memorial Day weekend
Ab...
The eSupport business case
•  Previously completed migration of 4 content management
systems and 7 websites into single CM...
And so it began…
•  Project was planned around 2 releases (waves):
•  Wave 1
•  To launch on Sept 30th 2013 (to align with...
eSupport wave 1 detailed timeline
eSupport wave 2 detailed timeline
Responsive
(re)design
Low cost service model
About that estimate and timeline...
•  Planning poker game with at least 3 developers/architects
•  Use numbers of fibonac...
Rules of engagement
Give the implementation team the authority and responsibility they need
to deliver on their commitment...
Managing a global delivery team
•  Development team consisted of people from the USA,
Belgium and China, mixed team from b...
Definition of done
•  All changes are checked-in
•  Automated build with no warnings
•  Change is automatically deployed o...
Results achieved
•  All releases went live on time, within budget and with the
original scope
•  Performance benchmarks se...
Q&A
•  What was the biggest challenge on such a complex, global
project?
•  What is your biggest “lesson learned” or takea...
Thank you!
Contact:
Daniel Backhaus
Daniel.backhaus@delawareconsulting.com
Timothy Steleman
Timothy.steleman@delawareconsu...
Backup slides
September 30th 2013… we made it!
The timeline for wave 1 was really tight,
luckily wave 2 is a bit more balanced
Or is it…...
eSupport project timeline wave 2
Release 2A (Lenovo)
9-30-2013 12-15-2013 4-28-2014
Release 2B (Think)
7-28-2014
Enhanceme...
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Enterprise eService Solution Delivery in a Global Environment By: Dan Backhaus (USA), Delaware Consulting, Timothy Steleman (USA), Delaware Consulting & Phil Myers (USA), Lenovo

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The focus of our talk is on complex enterprise solution development, integration, and deployment in a global environment and some of the unique challenges this entails.

We illustrate these by examining a recent case study, the design, development and deployment of Lenovo’s global support site, one of the largest Sitecore implementations in operation today.

Results Delivered
Listen to the key players from Lenovo and Delaware Consulting share their stories of a great project that took nearly 18 months to bring to life in its initial phase and one that continues to this day as the solution continues to expand and evolve. Learn about the challenges encountered – and overcome – as the team formed and began work on this ambitious undertaking. Hear how they collaborated online, on 2 AM conference calls and in person, often traveling 30+ hours for a 6-hour project discussion.

Perhaps most valuable, join this very interactive session to hear what they feel were the keys to success, including process maturity, relentless focus on communications, documentation, and an openness to different cultures, points of view, and ways of doing things. While we will also present a brief summary of the operating results – number of customer requests served, investment ROI, savings achieved, etc. – the focus in this talk is on you, the audience, and your questions, with a lot of time reserved for animated discussion, interaction and questions.

If you work in a multinational setting and are considering a complex IT project that will be delivered by a globally distributed team this is a session you can’t afford to miss.

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Enterprise eService Solution Delivery in a Global Environment By: Dan Backhaus (USA), Delaware Consulting, Timothy Steleman (USA), Delaware Consulting & Phil Myers (USA), Lenovo

  1. 1. eService Solution Delivery in a Global Environment. Phil Myers Director, eService Web Strategy, Lenovo USA Timothy Steleman SVP, Enterprise Architect and Delivery, DUS Daniel Backhaus Digital Strategy, Moderator, DUS
  2. 2. About Delaware Consulting Arthur Andersen Consulting Belgium 1,000+ Professionals Worldwide Roots in Systems Integration, Solution Development 3 Practice Areas: Operational Excellence, Business Performance, Digital 3 Offices in the US, HQ in Atlanta
  3. 3. About Lenovo •  May 1st 10 year anniversary of PCD acquisition! •  Executive headquarter in Beijing, China and Morrisville, NC •  Growth from 7.4% ($12B) to 20% ($30B) global PC market •  Product diversity – PCs to smartphones, tablets, servers & cloud •  Further acquisitions in the past 5 years
  4. 4. Rebuilding support.lenovo.com Project eSupport
  5. 5. support.lenovo.com today •  Support.Lenovo.com is the main access point for post-sales support for Lenovo products: •  Driver and manual downloads •  Troubleshooting/Solutions/FAQs •  Warranty information •  Product content update subscriptions •  The site is built on Sitecore 7.2 and is localized for 50 countries and 16 languages •  Serving 10 million visits per month •  1.5 petabytes of downloads are served per month (with 75% coming from support.Lenovo.com) •  The site’s product taxonomy structure contains 850,000 models •  Currently there are 60,000 content items (per language)
  6. 6. Now let’s go back in time… At the end of May 2013, I found myself on a Florida beach, enjoying the Memorial Day weekend About 3 weeks later… I would find myself in Beijing
  7. 7. The eSupport business case •  Previously completed migration of 4 content management systems and 7 websites into single CMS/website. •  Entire system was hosted externally – numerous stability issues impacting site performance and CSAT •  Delivered solution offered little flexibility to easily modify UX to adapt to rapidly changing customer needs. •  Executive direction to build more flexible – high performance site hosted by Lenovo.
  8. 8. And so it began… •  Project was planned around 2 releases (waves): •  Wave 1 •  To launch on Sept 30th 2013 (to align with new mobile product launches) •  parallel site: mobilesupport.Lenovo.com •  All new content, no migration •  Wave 2 •  2 releases to launch on April 24th 2014 and July 28th 2014 •  full site: support.Lenovo.com •  Content migration from legacy site •  Solution to support 1M+ product taxonomy items (wave 1 only had 50) •  Only 6 weeks for wave 1 feature development, then 4 weeks for stabilization and testing. •  With only 2 weeks from kick-off to development-start, we had to do agile development, but in a waterfall release framework
  9. 9. eSupport wave 1 detailed timeline
  10. 10. eSupport wave 2 detailed timeline Responsive (re)design Low cost service model
  11. 11. About that estimate and timeline... •  Planning poker game with at least 3 developers/architects •  Use numbers of fibonacci sequence (1-2-3-5-8-13-21-...) as scoring of complexity for each requirement/story •  Do 2 or more rounds of estimating until the team agrees on sizing •  Multiply storypoints by x based on risk/context •  Depth of detail of the requirements •  Geographical location of team, timezone differences •  Experience with the technology and methodology •  External factors (network speed, deployments, infrastructure) •  Assign storypoints to backlog items, do sprint planning •  Maximum team size of 15 people
  12. 12. Rules of engagement Give the implementation team the authority and responsibility they need to deliver on their commitments The implementation team are the ‘pigs’, they have their bacon on the line
  13. 13. Managing a global delivery team •  Development team consisted of people from the USA, Belgium and China, mixed team from both Delaware and Lenovo •  Development center of gravity was Beijing, China •  Get people involved early on, share the project vision. •  Work in the same place for at least the first 4 weeks •  Make sure process (development, communication, planning, …) is absolutely clear to everybody •  Sprint retrospectives are as important as feature development
  14. 14. Definition of done •  All changes are checked-in •  Automated build with no warnings •  Change is automatically deployed on Dev environment •  Acceptance criteria are met •  Feature is reviewed/tested by peer •  Release documentation is present •  Tasks and PBI is updated No loose ends
  15. 15. Results achieved •  All releases went live on time, within budget and with the original scope •  Performance benchmarks set initially were met •  Platform flexibility is tremendous improvement over the previous site •  Solid foundation for future enhancements, personalization, extended eSupport features
  16. 16. Q&A •  What was the biggest challenge on such a complex, global project? •  What is your biggest “lesson learned” or takeaway; what would you do differently if you were to do it over
  17. 17. Thank you! Contact: Daniel Backhaus Daniel.backhaus@delawareconsulting.com Timothy Steleman Timothy.steleman@delawareconsulting.com
  18. 18. Backup slides
  19. 19. September 30th 2013… we made it! The timeline for wave 1 was really tight, luckily wave 2 is a bit more balanced Or is it… ?
  20. 20. eSupport project timeline wave 2 Release 2A (Lenovo) 9-30-2013 12-15-2013 4-28-2014 Release 2B (Think) 7-28-2014 Enhancements today Migration (Lenovo) Migration (Think) Low cost service model 2-15-2014 Responsive (re)design

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