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Making Office 365_SharePoint Strategic_SPC18.pdf
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2.
©2018 Avanade Inc.
All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy ©2018 Avanade Inc. All Rights Reserved. May 2018 Making Office 365 & SharePoint Strategic
3.
©2018 Avanade Inc.
All Rights Reserved. 3 Our Digital Experiences How did we get here? Systems of Record Refocus on Systems of Engagement Building a Strategy Discuss and Deliberate Key Considerations Put things in place to succeed Wrap Up & Next Steps Get out of the comfort zone Agenda
4.
©2018 Avanade Inc.
All Rights Reserved. 4 Michelle Caldwell – Digital Workplace Lead-@shellecaldwell 4 PMP, CSM, SSGB, Certified Innovation Facilitator, MS MVP & Regional Director
5.
©2018 Avanade Inc.
All Rights Reserved. 5 Eric Riz – Founder & CEO, Empty Cubicle 5 Founder & CEO, eMark Consulting, Merge Concatenate 2011 5X MVP eric@emptycubicle.com @RizInsights https://speakerhub.com/speaker/eric-riz
6.
©2018 Avanade Inc.
All Rights Reserved. 6 Project Manager Business Analyst C-Level IT Pro Developer What’s your responsibility
7.
©2018 Avanade Inc.
All Rights Reserved. 7 Introductions 1. Name, role, where did you fly in from 2. Create a post-it….
8.
©2018 Avanade Inc.
All Rights Reserved. 8 Why are you here? Communication and collaboration are not a slam-dunk – you need corporate involvement, teamwork and strategic alignment to get it right.
9.
©2018 Avanade Inc.
All Rights Reserved. 9 What are you using? Which are you? Small <500 Medium <2000 Large 2000+
10.
©2018 Avanade Inc.
All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy Our Digital Experiences
11.
©2018 Avanade Inc.
All Rights Reserved. 13 As we become more connected, how do we build an environment to connect with the global workforce anywhere, anytime? How do you adapt to the changing expectations of your existing and new workforce to attract and retain talent? Digital natives will have 20 different jobs and different careers in their lifetime 5 What are the demands of the workforce of the future when up to 5 generations have to work together & collaborate? of the workforce will be millennials by 40% and they could be working with their grandfathers 2020 What is the potential of a “liquid workforce in the cloud” for your financial institution? By 2025, 45%of workers will be contractors How can digital technologies empower the workforce and what skills does your financial institution really need in the future? Technology has made us 5X more productive since 1972 years of jobs could be automated in the next 47% 15 What impact will robotics and automation have for the back office of your financial institution? The driving need for a new Digital Experience
12.
©2018 Avanade Inc.
All Rights Reserved. 14 Generational preferences at work -Bruce Tulgan Characteristics Maturists (pre-1945) Baby Boomer (1946-1964) Generation X (1965-1977) Generation Y (1978-1989) Generation Z (1990-2000) Formative experiences Second world war Rationing Rock ‘n Roll Nuclear families Defined gender roes – particularly for women Cold War Post War boom “Swinging 60s” Apollo Moon landings Youth culture Woodstock End of Cold War Fall of Berlin Wall Live Aid Introduction of first PC Early mobile technology Latch-key kids Rising levels of divorce 9/11 terrorist attacks PlayStation Social media Invasion of Iraq Reality TV Google Earth Economic downturn Global warming Mobile devices Arab Spring Produce own media Cloud Computing Wiki-leaks Percentage in NA workforce 1% 30% 27% 28% 14% Aspiration Home Ownership Job Security Work-life balance Freedom and flexibility Security and stability Attitude toward technology Largely disengaged Early IT adaptors Digital Immigrants Digital Natives “Technoholics” Attitude toward career Jobs are for life Organizational – careers are defined by employers Early “portfolio” careers – loyal to profession, not necessarily employer Digital entrepreneurs – work “with” organizations not “for” Career multitaskers – will move seamlessly between organizations and “pop-up businesses Signature product Automobile Television Personal Computer Tablet/Smart Phone Google Glass, graphene, nano- computing, 3-D printing, driverless cars Communication media Formal Letter Telephone E-mail and text message Text or social media Hand-held communication Communication Preference Face-to-face meetings Face-to-face ideally but increasingly will go online Text message or email Online and mobile (txt msg) Facetime
13.
©2017 Avanade Inc.
All Rights Reserved. 15
14.
©2017 Avanade Inc.
All Rights Reserved.
15.
©2018 Avanade Inc.
All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy Primary Focus on Systems of Record are a thing of the past
16.
We need to
shift our focus to Systems of Engagement
17.
©2018 Avanade Inc.
All Rights Reserved. 19 Breakthrough Business Model Disruption Incremental Process Product Organization Outcome-Driven Service 9 types of innovation
18.
©2018 Avanade Inc.
All Rights Reserved. ©2017 Avanade Inc. All Rights Reserved. 20 20
19.
©2018 Avanade Inc.
All Rights Reserved. ©2017 Avanade Inc. All Rights Reserved. 21
20.
©2017 Avanade Inc.
All Rights Reserved. OVERWHELMED DISTRACTED IMPATIENT Workers get interrupted as often as once every 5 minutes Number of times per hour checking inbox Knowledge Workers unlock their smartphones up to 9 times every hour 80% 80% of employees admit to using non-approved SaaS apps in their jobs 20% 20% of the workforce is comprised of contractors, temporary staff and freelancers Two thirds of workers complain that they don’t have enough time to complete their jobs
21.
©2017 Avanade Inc.
All Rights Reserved.
22.
©2018 Avanade Inc.
All Rights Reserved. 24 Let’s take a look at a customers journey 24 How they work currently, and how it could look after STARTS WITH AN EMAIL Someone asks a question via email, which generates a meeting, a conversation and two more emails FUTURE CURRENT CONVERSATION STARTS A Team is created and members are invited EVERYTHING TOGETHER All the conversations, files & links are in one place ACTIVITY EXPANDS More people are invited, more conversations happen. People can ‘catch up’ easily EVERYTHING’S CONNECTED No multiple versions. No dropped threads. Everything together. One Tool TIME-CONSUMING FOLLOW-UP And piles of old emails clogging inboxes FLURRIES OF DISCONNECTED ACTIVITIES More meetings, phone calls, emails follow-up meetings DONE? DONE SOONER, DONE SIMPLER
23.
©2017 Avanade Inc.
All Rights Reserved.
24.
©2017 Avanade Inc.
All Rights Reserved. 26 What are your business goals? Have you created an IT strategy?
25.
©2018 Avanade Inc.
All Rights Reserved. ©2017 Avanade Inc. All Rights Reserved. 27 27 are pillars in your IT strategy, but not your strategy! Understand that Office 365 and SharePoint
26.
©2017 Avanade Inc.
All Rights Reserved. How can we be strategic?
27.
©2018 Avanade Inc.
All Rights Reserved. 29 Through alignment, value is realized There is no I in team, but there is in raise Measurable business impact is what matters Balance of resources given to system vs. adoption Use the correct lens; Feature Capability, Benefit, Outcome Strategic Goals
28.
©2017 Avanade Inc.
All Rights Reserved. Set Expectations
29.
©2018 Avanade Inc.
All Rights Reserved. 31 Some of the key considerations when planning a Digital Transformation: Planning for a Digital Transformation Develop a Vision How will this help drive achievement of company business goals? Assess the current state & gaps to be addressed Refine the Roadmap Estimate the investment required & potential ROI Create a mockup, prototype, etc.
30.
©2018 Avanade Inc.
All Rights Reserved. 32 “If I'd asked customers what they wanted, they would have said "a faster horse". – Henry Ford
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©2018 Avanade Inc.
All Rights Reserved. 33 An example vision of a true Modern Workplace Leverages organizational and geographic context A person-centered, task oriented experience Connects people, content, and actions Mobile first
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©2018 Avanade Inc.
All Rights Reserved. 34 Exercise – work with your teams Identify a Business Driver • Engagement • Time • Quality • Others?
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©2018 Avanade Inc.
All Rights Reserved. 35 Business Opportunity • What are the digital threats and opportunities facing our industry and our business? • What are our competitors doing? Identify your current state & identify gaps
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©2018 Avanade Inc.
All Rights Reserved. 36 Desirable Experience • What do our user journeys look like across all touch-points? • How can we improve this experience? • What do our users expect of us? • How can we improve employee effectiveness? Identify your current state & identify gaps
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©2018 Avanade Inc.
All Rights Reserved. 37 Organization Adoption • Leadership engagement facilitating the change to drive adoption • Maintaining the organization and governance needed to: Identify your current state & identify gaps Make decisions Prioritize Manage content Monitor processes Facilitate collaboration Manage DW projects Onboard new workforces & users
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©2018 Avanade Inc.
All Rights Reserved. 38 Technology Enabler • What is technology making possible • What opportunities does that represent to our business? • What is the value of data that is being created • How do you best take advantage of it? Identify your current state & identify gaps
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©2018 Avanade Inc.
All Rights Reserved. 39 Problem Statement Example Our Company recently deployed 0365 to help employees be more productive, but adoption is uneven, employees are not engaged and measurement of the business value achieved has been elusive. Continue – draft a problem statement
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©2018 Avanade Inc.
All Rights Reserved. 40 Refining the roadmap Benefit Description Value Driver Enabling MVP Features ENGAGEMENT Business Driver Expected Value* Making it Easier: Employee Hub Measurement TIME QUALITY Increase in Employee Engagement Improve Employee Satisfaction Increase employee retention Reduce Employee Frustration 10 – 15% 61, 242, 26, 79, 195, 103, 131, 116 Increasing the overall employee engagement by promoting collaboration and providing direct opportunities to engage • % use of collaboration tools • Reduction in Email 15 – 20% 61, 242, 26, 120, 79, 195, 2, 103, 131, 68, 166 Improving employee satisfaction, because people feel more supported in their roles and work life • Employee satisfaction Survey 25 – 30% 61, 242, 26, 120, 195, 103, 131, 68, 116 Increase employee retention by shifting work to higher value tasks, supporting performance at a higher level, better acclimating new employees and creating a lovable experience • Reduction in attrition • Reason for attrition 30 – 35% 61, 242, 26, 120, 79, 195, 2, 124, 103, 131, 68, 116 Reducing employee frustration by simplifying processes, completion of tasks, access to knowledge & people, and also enabling a personalised experience on the Hub • # help desk requests • Hub love index Decrease Unproductive Time Decrease Time to Competency Improve Problem Solving 1 – 1.5 hrs/day 61, 26, 120, 79, 2, 103, 68 Reducing employee hand-offs, time spent doing admin tasks and time to find the right content or people • Process execution time • Employee study 35 – 40% 61, 242, 26, 120, 79, 103, 131, 68 Reduce time/cost to train on new skills, processes, policies, etc. by quickly embedding support into the Digital Hub • Usage of hub & content • Employee study 25 – 30% 242, 26, 120, 195, 2, 103 Increasing the speed and quality of problem solving by providing employees access to the right people, content and similar examples of prior solutions • Time to resolution • Issue recurrence • Effectiveness of content • % reduction in non- compliance • Client satisfaction Increase in Content Quality Increase Compliance Increased Internal Client Engagement Improved Decision Making 35 – 40% 26, 120, 195, 103, 131, 124 Reduce error rates & misinformation via increasing information currency, quality and relevance 20 – 25% 61, 26, 120, 103 Increase compliance to policies and processes by providing easy access to standards, process steps and examples at point of need 25 – 30% 26, 79, 195, 2, 103, 131 Increased internal client engagement quality by enabling employees to have the right information, at the right time, anywhere 25 – 30% 26, 120, 103 Help the Oltivia workforce make better decisions through providing analytical insights and best practices in real-time • # of issue occurrence • Employee study
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©2018 Avanade Inc.
All Rights Reserved. 41 IMMEDIATE SHORT TERM LONG TERM Collaboration Services Supporting End User Services Projects / Features Transition roadmap example Map existing resources to roles Hire for open positions Onboarding Training Gain leadership approval for organizational changes Assess current team headcount & capabilities Phase 2 Consolidate Support Functions Phase 3 Align IT Functions - Software Packing Phase 3 Align IT Functions – End Point & Mobile Implement Delivery & Operational SLAs Define service-oriented metrics Re-assess current vendor contracts Assess operating model after implementation Gain approval for organization structure Validate business case for end user experience Phase 1 Transition O365 to Services Continuous Improvement 2019 NEXT 3 MONTHS 2020 → Move Support resources for service teams Intune Exchange Migration (Feb) Skype with Legacy Decom (March) Microsoft Teams Windows 10 Stream Project Online SharePoint Online One Drive Update Active Directory Visio Online Workplace Analytics Legacy platform Decommission QA Environment Identify additional end user impact areas Define processes Refine processes QA Automation Legend Collaboration Services Supporting End User Services Funded Projects Unfunded Projects Define service pricing strategy Persona Experience
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©2018 Avanade Inc.
All Rights Reserved. 42 What’s in scope? What’s out of scope? Exercise: defining the scope
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©2018 Avanade Inc.
All Rights Reserved. 43 Creating a prototype
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©2018 Avanade Inc.
All Rights Reserved. 44 Is THIS your organization? Disparate LOB Systems Inefficient decision making Disconnected teams Fragmented processes Lack of common business language across the enterprise
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©2018 Avanade Inc.
All Rights Reserved. 45 Why are you using Office 365 and/or SharePoint? p
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©2018 Avanade Inc.
All Rights Reserved. 46 What’s your deployment journey? Executive Buy-In Portal Adoption Information Hub BI & Dashboards Critical Processes Strategic Operations Executive Buy-in and Business Alignment Enterprise Wide Portal Adoption Enterprise Wide Information Hub Enterprise Wide Business Intelligence and Dashboards Enterprise Wide Critical Process Automation Enterprise Wide Strategic Operations Integration Strategic Commitment, Roadmap, Alignment Internal Communication, Knowledge Management Transform to a place where work gets done Business-Critical Information Surfaced, Maintained Defined, Created, Managed and Automated Operational Excellence Managed, Repeated, Achieved 50% 15% 5% 20% 10%
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©2018 Avanade Inc.
All Rights Reserved. 47 Planning It’s not the technology that matters…it’s the content! Plan a single-source content strategy Ask for the Support you need Align with your team, first
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©2018 Avanade Inc.
All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy Key Considerations
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©2018 Avanade Inc.
All Rights Reserved. 49 How was the project introduced to your organization?
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©2018 Avanade Inc.
All Rights Reserved. ©2017 Avanade Inc. All Rights Reserved. 50 50 Who owns Office 365?
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©2017 Avanade Inc.
All Rights Reserved. 51 z Defining the Enterprise Application
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©2018 Avanade Inc.
All Rights Reserved. 52 What is an Enterprise Application? A set of tools you build an application from Non-Enterprise? A specific functional application that solves a single problem for a specific business group
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©2018 Avanade Inc.
All Rights Reserved. 53 Define and create value Determine principles and goals Classify your business information Develop an education strategy Develop an ongoing plan
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©2018 Avanade Inc.
All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy Communication
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©2017 Avanade Inc.
All Rights Reserved. We Fail Recognize the reasons: Lack of understanding We simply “get busy” Something more important came up New opportunity becomes available A crisis unfolds
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©2018 Avanade Inc.
All Rights Reserved. 56 Communicating Alignment = messaging Know what’s strategic to your business What will make that difference? How will success be measured? How will value be realized? How will you communicate the messages your business needs to hear?
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©2018 Avanade Inc.
All Rights Reserved. 57 Is social strategic?
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©2018 Avanade Inc.
All Rights Reserved. 58 Set metrics By November 2018 we will reduce the time it takes to find the correct policy for patient procedures by 20%
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©2018 Avanade Inc.
All Rights Reserved. 59 With workflow improvements, we have a planned 2017 savings of: $12.5M This equals an average per-employee performance bonus of: $20,000 27.8 18.5 Create metrics with IMPACT North East: 25%
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©2018 Avanade Inc.
All Rights Reserved. 60 EXAMPLE TASK TIME 5 minutes TASK REPETITION 10x per day NUMBER OF USERS 1,000 5,000 10,000 HOURS SAVED PER YEAR 41,833 209,167 418,333 OPTIMIZED TASK TIME 4 minutes (Saved 1 minute) Compound benefits of an optimized experience
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©2017 Avanade Inc.
All Rights Reserved. A note on adoption
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©2018 Avanade Inc.
All Rights Reserved. 62 Time to Reach 1 Million Subscribers The 1 million subscriber mark 2.5 Months 3.5 Months 5 Months 5 Months 7 Months 10 Months 13 Months
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©2018 Avanade Inc.
All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy Wrap Up and Next Steps
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©2018 Avanade Inc.
All Rights Reserved. 64 quick wins foundational decisions engage key segments of users engaging user experience. assets, accelerators and proven methodologies. 1 2 3 4 5 Guiding principles for transformation success
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©2018 Avanade Inc.
All Rights Reserved. 65 Realize what is valuable Migrations aren’t the answer if the information you are moving isn’t strategic Don’t forget to triage – what is the biggest pain right now? How can you alleviate it?
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©2018 Avanade Inc.
All Rights Reserved. 66 Identify the pain – FIRST Ask questions that lead to solutions Classify the needs and expectations Develop a success strategy Need empathy
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©2018 Avanade Inc.
All Rights Reserved. 67 Understand your Strategy Communicate Goals and Expectations Work on Adoption Define your Goals Align your Organization Now what?
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©2018 Avanade Inc.
All Rights Reserved. ©2017 Avanade Inc. All Rights Reserved. 68 Session summary Vision and Lens; let’s get strategic! Executive buy-in is critical Identify the pain and align to key strategic goals Create value for your organization Create value for your organization
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©2018 Avanade Inc.
All Rights Reserved. 69 “Coming together is a beginning; keeping together is progress; working together is success”. – Henry Ford
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©2017 Avanade Inc.
All Rights Reserved. THANK YOU
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©2018 Avanade Inc.
All Rights Reserved.
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