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Better Business Outcomes with SharePoint Technologies
The document outlines a presentation by Chrysalis Business Technology Solutions focused on improving business outcomes using SharePoint technologies. It emphasizes the importance of process alignment, user adoption, and aligning business goals with SharePoint deployment to enhance performance and efficiency. Additionally, it discusses the challenges faced in SharePoint adoption and suggests strategies for overcoming these barriers to achieve better productivity and ROI.
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Better Business Outcomes with SharePoint Technologies
- 1. 02/21/2013 DeliveringBetter Business Outcomes with SharePoint Products and Technologies presented by Dave Healey dhealey@chrysalisbts.com (206) 734-9414
- 2. Welcome and Introductions Chrysalis| Business Technology Solutions Chrysalis | Business Technology Solutions • Drive performance improvement through the strategic application of technology • Business process optimization • Business application implementation and management • Specialization in Microsoft SharePoint Presentation Team Dave Healey, Managing Partner Matt Forsyth, Marketing Coordinator • 20 years industry experience • Digital marketing professional • Knowledge & Information Mgmt. • Business Grad. Pacific Lutheran University Andrew Hopkins, Principal Consultant • 22 years industry experience • Enterprise Information Management @chrysalisbts
- 3. Using WebEx Creating aDialogue, Questions and Answers @chrysalisbts
- 4. Welcome & Introductions Whoare you? • What is your role in your organization? • What is your organization’s relationship to Microsoft? • What is the status of any SharePoint projects you may be considering?
- 5. Post Event Survey Ensuringvalue for you • Relevance and value • Matt will send a mail with the link Better Business Outcomes with SharePoint – Evaluation Form @chrysalisbts
- 6. Delivering Better BusinessOutcomes Our discussion today “Business issues first.” “Scenario-based innovation.” – Karuana Gatimu Director, Solution Delivery Discovery & Collaboration at Microsoft SharePoint Saturday, Redmond
- 7. SharePoint Value Proposition MicrosoftSharePoint 2010 Marketing Wheel • Deliver The Best Productivity Experience • Cut Costs With A Unified Infrastructure • Rapidly Respond To Business Needs
- 8. Typical SharePoint Solutions FunctionalPerspective Example Solution Types • Corporate Portals • Partner, Supplier Extranet • Public Web Presence • Document and Records Management • Compliance Initiatives • Project Management • Dashboard and Scorecards • Reporting and Analysis Functional & Industry Solutions • Finance, Operations, Sales Human Resources • Financial Services, Government, Healthcar e & Life Sciences, Manufacturing, Retail
- 9. SharePoint Deployment &Adoption Value Realization and Performance Improvement Performance Business Value Realization Maturity Rudimentary Established Effective Adaptive SharePoint Pre-Deployment Initial Deployment Broad Adoption Business Solutions Adoption Business • Inconsistent Teaming • Productivity Gains • Broaden Adoption • Insight In-Context Value • Ad-hoc Collaboration • Effective Teaming • Drive Compliance • Improved • Informal, Inefficient • Lightweight • Reduce multiple system Decision Making Processes Project Management maintenance costs • Increased Agility • Significant IP & Legal Risk • File shares • Team Collaboration • Content Management • Integration Key • Email • Document Management • Social Computing • Composite and Capabilities • USB Drive • Search • Enterprise-Class Search Industry Applications • Cloud shares • Business Intelligence • Non-systematic, non-periodic and reactive • Stable and repetitive • Internally efficient and continuously improving • Externally efficient and dynamic @chrysalisbts
- 10. Forrester on SharePoint Gap in satisfaction between IT pros and business “While 'if you build it, they will come' might work in the movies, the approach has yielded neither wide adoption of SharePoint nor satisfaction with the product. Too often, IT provides the latest and greatest SharePoint release only to watch many users turn their backs on the solution.” • Dissatisfaction is centered on several areas, • Adoption challenges, • A dislike for the SharePoint user experience, and • Skepticism over its business value, 11 Source: SharePoint Enters Its Awkward Teenage Years, Forrester Research February 6, 2013
- 11. Breaking Through theBarriers Value is realized through utilization Process Alignment Organizational Change Software Functionality Effective User Effective User Adoption Adoption 69% Source: TSIA / Neochanges / Sand Hill Group @chrysalisbts
- 12. Key To AchievingValue Realization Utilization is achieved through process alignment Outcome 20% to 30% Cost Savings Start with… Add… • Business Processes • Business Application Outcome 6% - 9% Cost Increase Start with… Add… • Business Application • Business Process Source: Cisco Systems Momentum Research Group @chrysalisbts
- 13. Delivering Better BusinessOutcomes Our Discussion Today • Case Study • Addressing key business challenges • Employing the SharePoint Performance Management Framework • Elaborate on the Framework • Case Study
- 14. Successful SharePoint CaseIn Point IMPROVED CLAIMS PROCESSING BETTER CUSTOMER SERVICE IN THE INSURANCE INDUSTRY @chrysalisbts
- 15. Business Objectives Improve Speedand Accuracy of Claims Processing Background • Responsible for processing claims payments from clients across the country • High degree of seasonality in processing workloads Situation • Clients receive late and / or incorrect payments • Little management insight into claims progress and corrections of errors activity • Slow, error prone, manual claims processing • Complexity and stress of claims processing driving high agent attrition rates Goals • Reduction in claims processing time • Improve productivity of claims agents • Decrease attrition rates of claims agents • Better management insight into agent workload • Better executive insight into overall process efficiency @chrysalisbts
- 16. Business Enablers Improve Performanceof Operational Management Data and Tools • Twenty-three disconnected systems • Evolutionary in development, varied technology platforms • Highly interconnected and “brittle” • Inconsistently documented • Green screen, forms and web based interfaces • Paper and pencil Processes • Paper based claims capture • Claim manually entered later • Separate agent processed claim further down the road • Classic “swivel chair” process People • Claimants (External) • Claims Agents • Management • Executive @chrysalisbts
- 17. Transition Management Business ProcessImprovement – Persona Based Paper Prototyping: Ensuring the right User Experience User-centered design • Helps meets the user's expectations and needs • Throwaway prototyping, rough sketches of an interface • Can provide a great deal of useful feedback which results in better solution design @chrysalisbts
- 18. Solution Strategy Business ProcessImprovement – Systems & Interactions As Is: Legacy Infrastructure Holding Back Performance Executive ROE Web PAPS ICCM CLS Asgard CMS Management DTS Easy DARS Access OLIS Intranet WMS Ref. SSA Appli- ADMS Web Service / Contact Center Agents ACP Appli- FTS Check AVRES @chrysalisbts
- 19. Solution Strategy Business ProcessImprovement – Systems & Interactions To Be: Integrate and Extend Executive ROE Web PAPS ICCM CLS Asgard CMS Central Claims Management Management DTS Easy DARS Access OLIS Intranet WMS Ref. SSA Appli- ADMS Web Service / Contact Center Agents ACP Appli- FTS Check AVRES @chrysalisbts
- 20. My Case Load My Reports My Service Canada My Personal Space User Profile James Doohan Region: Atlantic EI Application Last Name First Name SIN Status My Knowledge Network Record of Employment Baker Arthur 123 456 789 Under investigation Direct Deposit Info Bulmer John 234 567 890 ROE missing Caley Susanne 345 678 901 Under investigation Appeals DaSilva Sarah 456 789 012 Under investigation Test Galati Reginald 567 890 123 Pending Test Hinton Steven 789 012 345 Pending Test Nadeau Farshad 890 123 456 Pending Test Remillard Jacques 901 234 567 Missing information Test Schnabel Doreen 012 345 678 Missing information Test West Bill 223 456 789 ROE missing Test Application Details Bulmer John 234 567 890 ROE missing Date of Birth March 21, 2005 Gender Male Mothers Maiden Ballmer Temp PWD ID A8F1-CB84 Resources Preferred Lang. French Home Phone 723-123-9876 System Help Address 01 456 Maple view Address 02 Apt. 23 Help Desk City Dartmouth Province Nova Scotia Another Postal Code R6T 2H7 And another
- 21. Case Load Reports My Service Canada My Personal Space User Profile George Takei Region: Eastern Canada Case Load by Region My Agent Network Case Load Forecaster Claim Volume By Status Case Load by Agent Case Load Statistics Case Load Levelling Test Test Test Test Test Test Case Load Forecast by Quarter Test
- 22. User Profile RightHon. Minister My Links Service Canada in the News Compliance Initiatives + CBC News: Canada's children need more help: new report Service Canada My Dashboard - CBC Montreal: PSAC strike hits Quebec Striking workers from Social Development Canada yelled and chanted as police officers escort My Personal Space non-striking workers into the building. more CBOC + Globe and Mail: Want a passport with that EI? Service Canada sets up shop + Ottawa SUN: B.C. poised to join child-care deal My Calendar Balanced Scorecard Claims over 30 days Test Test Test Test Test Employee satisfaction YTD claim volume Time to process claim vs. median
- 23. Solution Benefits Better Utilizationof Existing Resources, Optimized Workflow, Improved Productivity • Rapid Time to Deployment BUSINESS BENEFITS • Incremental, evolutionary solution approach that • Reduced Claims leverages existing IT assets • Cost Effective Low TCO Alternative Processing Time • Organizationally Friendly • Better Insight • Consistent with internal Across Organization systems directions • Systems organization • Value for Money has skills in-house • Governance and • Technical skills are widely available in the marketplace Policy Compliance • No New Technology Procurement • Licensing already paid for • Better utilization of existing resources @chrysalisbts
- 24. Successful SharePoint UNLOCKING SHAREPOINTROI PERFORMANCE MANAGEMENT MATURITY FRAMEWORK @chrysalisbts
- 25. Performance Management MaturityFramework A Predictable, Repeatable Approach to Driving Ongoing Performance Improvement Objectives & Business Case Performance Enablers Improvement Techniques Transition Management Solution Strategy @chrysalisbts
- 26. Define Objectives &Business Case Phase Zero: Approach to Identifying and Quantifying Improvement Initiatives Phase Zero: Business Case Development Platform Technology Initiative Exploration Initiative Validation & Initiative Strategy & Assessment & Technical Validation Improvement Impact Launch Timeline Phase Zero: to provide the necessary information to either support or disprove a business case hypothesis that an attractive opportunity exists for a particular improvement initiative to positively impact the performance of the organization. @chrysalisbts
- 27. Identify Performance Enablers Core Business Capabilities That Enable an Organization To Advance Its Maturity and Agility Performance Business Value Approach Maturity Rudimentary Established Effective Adaptive Logical groupings of core business capabilities that allow an enterprise to advance its agility in achieving its business goals Enablers are typically comprised of • People – both internal and external • Processes – formal and ad-hoc • Data – structured and unstructured • Technology – institutionalized and shadow @chrysalisbts
- 28. Select Improvement Technique IdentifyingThe Right Methodology PERFORMANCE DESCRIPTION MANGEMENT TECHNIQUE 1 Benchmarking Comparing performance metrics to industry bests 2 Activity Based Management Evaluating activities to improve strategic and operational decisions 3 Capacity Management Asset utilization improvement 4 Target Costing Reduce the overall cost of a product over its life-cycle 5 Balanced Scorecard Track of the execution of activities and monitor the consequences arising from these actions 6 Business Intelligence To support better business decision-making 7 Lean / Six Sigma Improvement through speed and defect elimination 8 Value Chain Analysis approach to support strategic planning 9 Business Process Re-engineering Redesign of a process, product or service 10 Just In Time Improve return on investment by reducing costs 11 Results Based Accountability Improve the performance of programs, agencies and service systems @chrysalisbts
- 29. Transition Management Assess ChangeCapacity Communicate • Change Management: A structured approach to change in Tools People individuals, teams and organizations that enable the change from Process current state to desired state Training Gather Feedback @chrysalisbts
- 30. Map The SolutionStrategy Identify Existing and Required Technical Capabilities LoB Integration Client & Document Management Device Support Business Intelligence @chrysalisbts
- 31. Business Technology CapabilityMaturity Understanding Existing and Required Technical Capabilities Level One Level Three LoB Integration Rudimentary Effective Client & Document Management Device Support Business Intelligence Level Two Level Four Established Adaptive @chrysalisbts
- 32. Business Application MaturityModel Assessing the Technical Requirements of the Solution Design Twelve Capabilities / Four Maturity Levels Rudimentary • Non-systematic, non-periodic, reactive • No consistent technology application Established • Stable and repetitive • Technology are applied consistently but are inflexible and often narrow in scope Effective • Internally efficient, continuously improving • Technology capability is broadly available, responsive to changes in internal processes Adaptive • Externally efficient and dynamic • Technology capability is universally available, responsive to changes in internal and external process requirements @chrysalisbts
- 33. SharePoint Capability Maturity UnderstandingSharePoint's Business Technology Capabilities Level One Level Three LoB Integration Rudimentary Effective SharePoint 2010 Foundation Client & Document Management Device Support Business Intelligence Level Two Level Four Established Adaptive @chrysalisbts
- 34. SharePoint Capability Maturity UnderstandingSharePoint's Business Technology Capabilities Level One Level Three LoB Integration Rudimentary Effective SharePoint 2010 Foundation SharePoint 2010 Standard Edition Client & Document Management Device Support Business Intelligence Level Two Level Four Established Adaptive @chrysalisbts
- 35. SharePoint Capability Maturity UnderstandingSharePoint's Business Technology Capabilities Level One Level Three LoB Integration Rudimentary Effective SharePoint 2010 Foundation SharePoint 2010 Standard Edition SharePoint 2010 Enterprise Edition Client & Document Management Device Support Business Intelligence Level Two Level Four Established Adaptive @chrysalisbts
- 36. Improved Business Insight ANNAISYSTEMS REQUEST PORTAL ENABLING GENOMIC RESEARCH AND ANALYSIS @chrysalisbts
- 37. Organizational Objectives Provide accessto data and tools to facilitate improved treatment of cancer and other diseases Background • Treatment of disease based on individual genomic profile is now a reality • This is supplanting older “demographic” treatment methods • Large genomic datasets now available for analysis facilitating identification of unique genetic markers and new treatment protocols Situation • Genomic analysis is no longer “wet” work, not primarily an Information Systems effort • Researchers need access to multiple analysis objects to perform meaningful research • Little insight into the volume and state of new data coming online • Current discovery tools are powerful but arcane, outside domain of many researchers expertise Goals • Enable discovery and access to the right genomic data • Facilitate exploration and discovery of specific genomic data sets • Provide expedited download of large genomic files @chrysalisbts
- 38. Performance Enablers Improve Performanceof Strategic and Financial Management Data and Tools • Any single analysis object can easily be a half terabyte in size • Analysis objects are described by their metadata • Analysis objects are public domain but dispersed worldwide across multiple hosts Processes • Discovery is manual, driven through a command line interface and prone to error • Download is cumbersome as files are so large, errors exacerbate the issue • Traceability and repeatability are difficult People • Genomic Data Researchers • Primary Investigators • Lab Managers • Clinicians • Trial Managers @chrysalisbts
- 39. Select Improvement Technique IdentifyingThe Right Methodology PERFORMANCE DESCRIPTION MANGEMENT TECHNIQUE 1 Benchmarking Comparing performance metrics to industry bests 2 Activity Based Management Evaluating activities to improve strategic and operational decisions 3 Capacity Management Asset utilization improvement 4 Target Costing Reduce the overall cost of a product over its life-cycle 5 Balanced Scorecard Track of the execution of activities and monitor the consequences arising from these actions 6 Business Intelligence To support better business decision-making 7 Lean / Six Sigma Improvement through speed and defect elimination 8 Value Chain Analysis approach to support strategic planning 9 Business Process Re-engineering Redesign of a process, product or service 10 Just In Time Improve return on investment by reducing costs 11 Results Based Accountability Improve the performance of programs, agencies and service systems @chrysalisbts
- 40. Solution Strategy Maturity EmpoweringProgram Owners while Provisioning Insight and Control LoB Integration Current State (As Is) Desired State (To Be) Client & Document Management Device Support Business Intelligence @chrysalisbts
- 41. Business Intelligence Application reQuestGenomic Research Portal @chrysalisbts
- 42. Genomic Data Exploration reQuestGenomic Research Portal @chrysalisbts
- 43. Genomic Data Exploration reQuestGenomic Research Portal @chrysalisbts
- 44. Individual View Creation reQuestGenomic Research Portal @chrysalisbts
- 45. Genomic Data Access reQuestGenomic Research Portal @chrysalisbts
- 46. Genomic Data Ad-HocAnalysis reQuest Genomic Research Portal @chrysalisbts
- 47. Genomic Data Download reQuestGenomic Research Portal @chrysalisbts
- 48. Transition Management Strategy AssessChange Capacity Communicate Change Capacity • Two communities • Tech-saavy audience • Tech is tangential Tools People • Data Accuracy and Currency Process • Simplified Interface • SME advisors supported alignment with real-world Training Gather Feedback business processes @chrysalisbts
- 49. Project Outcomes Corrective Action/ Preventative Action Exception Management Data and Tools • Improved data currency and availability • Aggregated access to data • Improved, integrated toolset Process • Maps to current work processes • Improved discovery and access to data • Support cross team collaboration and supporting data discovery People • Less time exploring, more time analyzing • Automated notification of new relevant analysis object availability • Familiar or intuitive interface and tools @chrysalisbts
- 50. Delivering Better BusinessOutcomes with SharePoint Technologies NEXT STEPS @chrysalisbts
- 51. 1) Learn More Improve Adoption and Value Realization through Performance Management Maturity Performance Management Maturity Briefing Document • Issue • Background • Status • Considerations • Options • Performance Management Maturity Model • SharePoint Capability Maturity Model Download http://www.chrysalisbts.com/?page_id=1961 @chrysalisbts
- 52. 2) SP PerformanceManagement Workshop Improve Adoption and Value Realization through Performance Management Maturity Performance Management Details Maturity Workshop • Two Day, “Learn To Fish” Model • Business, IT leads and key • Hands-on, team workshop supporting team members • Learn to employ • Leave the workshop with • SharePoint Performance Management • Actionable outputs Maturity Framework • A strong, practical understanding of • SharePoint Technology Capability Maturity Model the framework and supporting materials • Real world use-cases • Deep insight into best practices for • Use your own case solution design, collaborating across groups, end-user adoption and transition management strategies Survey Survey Panel in WebEx @chrysalisbts
- 53. 3) Stay InTouch Chrysalis Business Technology Solutions Better Business Outcomes with SharePoint Technologies • www.slideshare.net/dhealey27 Chrysalis | Business Technology Chrysalis BTS Chrysalis BTS @chrysalisbts Dave Healey • dhealey@chrysalisbts.com • @dhealey27 @chrysalisbts
- 54. 4) Complete thePost Event Survey Ensuring value for you • Matt has sent you a follow up email w details • Evaluation Form • Briefing Document Download Better Business Outcomes with SharePoint – Evaluation Form @chrysalisbts
- 55. & @chrysalisbts
- 56. presented by Dave Healey dhealey@chrysalisbts.com (206) 734-9414 60