2. Agenda 09:00 Kick-off 09:05 Short video 09:15 Introductions 09:25 Brief introduction of Kimble 09:35 Rules to make focus group run smoothly 09:40 Discussion on Issues for Professional Service companies 10:30 Discussion on core KPI’s used to measure your business 11:00 Coffee & Tea break 11:15 Some more detail on the vision for Kimble 12:00 Feedback on our vision – what is wrong or needs more emphasis? 12:15 Next steps 12:30 Lunch 14:30 Finish
8. Our Guiding Principles Make Kimble the single Go-To system for PS companies Spanning front-office through to back-office Facilitating company collaboration Design an embedded system to support End-to-End Business Processes for PS companies Create a process centric application that is event/task driven Make Kimble a 100% fit to your PS business: Integrate with supplementary 3rd party products where appropriate to broaden overall solution set Challenge inefficient processes Provide Management Insight across the Business Be responsive to Customer input
9. High Level Scope Sales Operations Lead To Order Business Optimisation Delivery to cash Scope To Delivery Project / Service Delivery Customer Relationship Management Professional Services Automation Current Solution Landscape Kimble Fully Integrated Solution Bespoke Integration and Reporting Project Portfolio Management
10. Kimble Product – High Level Scope A cloud based Software as a Service solution Solution will provide holistic support for best practice processes and measure business performance/maturity. Diagnostics and business optimiser tool to facilitate business improvement to: Increase net margins Maximise visibility De-risk ongoing business Designed to capitalise on latest trends of home and business computing (e.g. Facebook) to drive adoption and increase collaboration Solution delivered through multiple devices (e.g. ipad, iphone, PC) across the Internet. Integration with leading CRM, HR and Finance products Functionality built on robust platform (Force.com)
15. Embedded System to Support End-to-End Business Process Lead to Order Order to Delivery Delivery to Cash Proposition to Lead Define & Manage Scope Control processes span the different stages of sales and delivery, e.g. defining and managing scope, establishing and maintaining a RAID log. Manage Change Controls Scoping of engagement resource estimate of scope Change Control approval Delivery Plan and deliverables defined Process Scope &Control Processes Re-baseline Plans Price and cost determined Establish baseline Manage Risks & Issues Commercial Management Resource Management Business Planning & Management
16. Process-Centric Application Design and build as a process centric application: leads user through process, ensures appropriate information collected, enforces checkpoints
17. 100% Fit to Your Business Meet sophisticated and diverse requirements of customer, through design and configuration Avoid customers having to implement costly customisations or workarounds Integrate with third-party solutions where appropriate
18. Challenge Inefficient Processes Reduce manual intervention: Invoice generation for all revenue models Avoid re-keying: Share data across operations and delivery Use information intelligently: e.g. predicting time capture Separate responsibilities: e.g. time spent != time billed
19. Make Kimble the Single Go-To system Drive cross-collaboration through Chatter Accessible through mobile Provide value to all users: e.g. Employee assignments
21. Provide Management Insight across the Business Provide snapshot view, historic and future trends Understand the breakdown and levers which impact headline KPIs: Measure performance at the right level
22. Be Responsive to Customer Input Kimble has chosen to build their solution on the Force.com platform for the following reasons: Time to Market - The platform enables rapid development of domain specific functionality. Feature Rich Platform – Force.com provides generic functionality which can be incorporated into the Kimble product with minimal development effort (e.g. workflow, chatter). The platform features are continually being updated by Salesforce, which can also be incorporated into the Kimble offering. Customer Acceptance – As many large multi-national companies are already using the platform (through Salesforce), any customer objections, to security, availability and performance can be easily addressed. Cost Effective – Force.com provides a cost-effective infrastructure, with built-in resilience and scalability. Many of the platform features would require 100’s of man days of effort to replicate. Strategic to salesforce.com– Force.com is a strategic play by Salesforce, and the number of companies developing on the platform is growing significantly, with BMC being a recent large software vendor who has moved to the platform. This is creating an eco-system and community that can become a channel to market.
24. Feedback on our vision for Kimble What is wrong? What is missing? If Kimble was available today – would you take into your company – how? How should we maintain input into the product from the industry? How would you calculate an ROI for a solution like this? Invoice accuracy Reduced Invoice to Cash Admin reduction Revenue leakage Increased utilisation Knowledge sharing
Kick-off (MR – 5mins) – Thank everyone for coming, Purpose of the day – help with defining the Kimble product direction, opportunity for people to shape a product for them, and ability for people to see how others in the industry are tackling issues, and opportunity to network
Short video (5mins) – An edited selection of “Did you know” videos to get the creative juices going and to set the scene of what the future may hold.
Introductions (PF/SH - 10 mins) – Ask each person to give a 10-20 second intro (e.g. Name is XXX, and my role in YY company is ZZZZ). After providing some context about the way we use applications is changing etc, we will ask the following questions to provoke some thought and a little light banter. - Who use phones for text messsaging regularly? - Who has a PDA – do they access email on it? Do they have personal and work email combined on the PDA? - Who has any business apps on their mobile or iPAD? - Who uses Facebook? - Who uses Twitter? - Who uses LinkedIn?- Prompt people to write their name on badges.
Equality of Contribution - Clearly, some people are more loquacious than others but a good research session is one where all participants have an approximately equal share of voice. 2) Objective Responses - Most people (particularly educated groups) think they're being objective but research into research shows how affected we are by peer responses. So, if one outspoken type pans an idea, there's a tacit pressure on the group not to then contradict this response. Coupled with the fact that people tend to be too accommodating in focus groups (esp. If they know / like the host / brand), so you will need to stress that their responses can be brutal, they shouldn't try and please you and that they should try not to be infected by peer opinions.3) Instant Responses are good - Esp. relevant to judging Marketing materials. If you're showing them websites, company names, literature etc it's very important that they don't have time to over-think their responses. In a real world context, people either connect instantly with Marketing stuff or they don't.
Our Vision for Kimble (SH/DS - 30 mins) - Presentation on High level scope, principles and key features - Demo of opportunity being entered and Chatter
Discussion on Issues for Professional Service companies (PF/SH - 45 mins) - Individuals write down issues on post-its (they should have come prepared with some issues) - Individuals stick each post-it against a process/process step (a1 copies of high level processes will be on the wall/table) - when all post-its are categorised against processes/process steps, the group are given 5 stickers (in their packs) and asked to vote on the process/processs step or specific issue which has the biggest impact on their business.Seed issues are on a handout.Other Common PS Issues------------------------------SalesLack of sales growthPoor sales lead generation lack of unique propositions with customer benefits / ROILack of sales predictabilityPoor bid management processHigh cost of sales / sales inefficienciesLack of pipeline visibilityAverage deal size too smallPoor renewalsDeliveryFixed price project overrunsPoor staffing of projects / wrong types of resources availableLack of delivery governance leading to poor customer satisfactionCompany numbersEBIT too lowSG&A too highGross margins too low (rates too low, salaries too high / contractor costs too high)utilisation too lowLarge aged debt/bad debtinaccurate invoicingPoor milestone trackingHRPoor retentionHigh cost per hireGeneralInability to accurately measure the businessPoor management qualityLack of clear strategy
Discussion on core KPI’s used/NEEDED to measure your business (PF/SH - 30 mins) - Individuals write down KPI’s on post-its (they should have come prepared with some KPI’s) – make sure they are detailed !! - Individuals put KPI post-its against a category n the whiteboard (categories are Sales, Service, Quality, Profitability, Other) - Facilitators read out post-its and gain consensus / understanding - Have discussion on why KPI’s are in some areas and not in others: - is this because they don’t have data to give them KPI’s - Would they want others? - Discuss on the common ones, what degree of change can these bring about.- See KPI ppt for some of our thoughts.
Our Vision for Kimble (SH/DS - 30 mins) - Presentation on High level scope, principles and key features - Demo of opportunity being entered and Chatter
Next steps (MR – 10 mins) - Explain we will be running a series of breakfast workshops and want attendees – will be running the following 2 hour sessions: - Business Maturity/Dashboard and KPI Diagnostics - Delivery governance - Sales Management - Driving Operational Efficiency (Finance & Ops) – we will have a short guest speaker at each which will hopefully provide value (Neal Ghandi – offshore, Barnaby – maximising value)
Feedback on our vision – what is wrong or needs more emphasis (PF - 15 mins) - Facilitated discussion on peoples thoughts on our vision
Next steps (MR – 10 mins) - Explain we will be running a series of breakfast workshops and want attendees – will be running the following 2 hour sessions: - Business Maturity/Dashboard and KPI Diagnostics - Delivery governance - Sales Management - Driving Operational Efficiency (Finance & Ops) – we will have a short guest speaker at each which will hopefully provide value (Neal Ghandi – offshore, Barnaby – maximising value)
