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Roadmap methodology

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Roadmap methodology

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Our methodology for developing roadmaps. Act small, think big, prioritise by needs, be it business internal or customer.

Our methodology for developing roadmaps. Act small, think big, prioritise by needs, be it business internal or customer.

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Roadmap methodology

  1. 1. Nicole Wieberneit CRM Roadmap Methodology
  2. 2. 3 1. Objectives 2. Approach 3. Work Plan and Framework Agenda
  3. 3. Objectives
  4. 4. 5 Key Objectives •  Form initiatives/possible projects so that the requirements around customer portal, call center and segmentation/marketing are well put together •  Ensure prudent management decisions, in terms of business process development and with corresponding IT support •  Ensure Business-IT alignment (i.e., IT projects relate to areas that business values the most) •  Prioritise the business issues that require attention and provide a Roadmap for resolution •  Buy in from business to ensure support for the initiatives •  Determine the management options for undertaking the business improvement initiatives Objectives – Roadmap enablement Assessment
  5. 5. Approach
  6. 6. 7 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
  7. 7. 8 Identification & Selection of Team • Business issues •  Missing functionality •  Strategic importance •  Criticality • Business Requirements • Technical issues •  Problematic technology •  Affected systems •  Interfaces Get relevant information about
  8. 8. 9 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
  9. 9. 10 All potential initiatives need to resolve business issues This exercise must take into account – •  Corporate strategy •  Departmental strategies •  IT strategy Identify the strategic & tactical needs
  10. 10. 11 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
  11. 11. 12 Identify and Design: Specific Solution Map
  12. 12. 13 Example: Clean up-to-date Master Data Relation ships Master Data & Key Figures Plans Inter- action & History • Account Plans • Sales Agreement/ Contracts • Visit/Call Plans • Promotion Program • Address Data • Marketing Attributes • Account Profitability • Competitor • Contact Persons • Account Hierarchies • Internal & External Relationships • Interaction History • Sales History • Opportunities/Tenders • Classification • Influence & Role • Territories • Products in Use • Complaints • Status Report
  13. 13. 14 Example: Visit Planning • Close open actions • Set next agenda • Provide samples • End users notify • Report to customer • Set up users on online training Plan Activities Post Work Confirm Prepara- tion Execute Visit Close Ongoing Measurement
  14. 14. 15 Example: Account & Contact Management incl. Territory Management Mappedto
  15. 15. 16 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
  16. 16. 17 Categorize the needs and prioritise Source: Forrester Research
  17. 17. 18 • Each project carries a collective business value metrics based on e.g.: o Business Value – 14 parameters o IT Efficiency – 11 parameters o (Financial view – 5 parameters) • Portfolio mix: agile, cost-based or balanced • Reports risk and probability for success Business Value Indicators allow Project Prioritization by Business Value
  18. 18. 19 Business Value and IT Efficiency Index 25 38.3 51.6 64.9 40 60 80 100 ITEfficiencyIndex Business Value Index
  19. 19. 20 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
  20. 20. 21 Building Roadmap Alternatives
  21. 21. 22 •  Comprehensive overview of relevant CRM functionality •  Business involvement to ensure prioritisation of initiatives •  High level business process designs •  Mapping of business requirements to Functionality •  High level gap list •  Demonstrated value as outcome and buy in •  Alignment to IT and business strategy •  Initial project/s short duration, high impact & visibility •  Successive projects aligned to customers CRM charter Summary Outcome
  22. 22. Work Plan and Framework
  23. 23. 24 Functional Business workshops – { Business Streams } 4 Week Work Plan for Scoping Study & Roadmap Final Analysis & Deliverable Preparation “High Level Scope” & Business Team Identification Identification and development of business process areas within the High Level Scope – review and assess Industry & Customers Best Practices IT System Landscape Review Data Gathering on Business Streams Step 2 – Gather data on “In Scope” business process list. Step 5 – Prepare final presentation Step 3 – Conduct workshops to establish a conceptual idea of business requirements and expectations as well as review and evaluation and review Industry Best Practices’ alternatives to build high level design and functional mapping Week 4 Week 1 Week 0 Week 2 Step 1 – Identify the High Level Scope and business team members involved in the study – Planning & Team Set- Up 1 2 4 3 To achieve the stated objectives the business, application, technical, and financial perspectives are reviewed Data Gathering on IT Streams Prioritsation - Determining BVI and IT Efficiency Index Week 3 Step 4 – Conduct Interviews or run survey for gathering the BVI and IT Efficiency Index including result validation to ensure strategic alignment of Business and IT 4 5
  24. 24. 25 Underlying Framework of Approach Purpose Purpose Purpose Purpose •  Establish High Level Scope •  Understand current project management process •  Identify the business process owners & key users to be involved in the study •  Establish Study Governance – Sponsors and Stakeholders •  To understand current data and it’s related characteristics •  Understand current & future functional capability, criticality, etc. •  Understand data management capability and scalability of applications •  Understand the current business processes §  Review and evaluate Industry Best Practice §  Business process mapping and build High Level TO-BE processes §  Mapping to CRM Functionality •  Obtain further understanding and conduct survey for BVI and IT Efficiency index (business and technical perspective) •  Result Validation to ensure strategic alignment of business and IT Contacted Groups Collected Data Data Sources Contacted Groups •  Sponsor & Stakeholders •  Business Process owner •  Management group •  Business Requirements •  CRM Business Strategy •  CRM Issue List •  Interfaces •  Technical dependencies •  AS-IS processes •  Database metadata extraction •  AS-IS Business processes •  CRM Best Practices •  Business process controls and cost drivers •  Business Functional Model •  CRM Business Strategy •  interviews with application support teams •  interviews with internal IT development teams •  interviews with business process owners and business application owners Data Gathering Functional Workshop Prioritisation (BVI/IT Efficiency Index) Project Preparation
  25. 25. Nicole Wieberneit, PhD Director//Solution Architect
 aheadCRM PO Box 5057, Christchurch 8542 Phone +64 21 281 7701 Email nicole.wieberneit@aheadcrm.co.nz Thank you!

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