Managed service presentation
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The document outlines a proposal for developing an enterprise change management (ECM) capability that enhances business performance and customer value through optimized information flow. It emphasizes the importance of trusted information in decision-making and details a structured 7-step approach for implementing ECM frameworks and tools. Key challenges and critical success factors are also identified to ensure effective change management and integration across the organization.
Managed service presentation
- 1. All Rights Reserved. Confidential. TitleEnterprise Change Management Capability A value proposition to enrich Business Information Managed Services September 2012 andy@parkins.uk.com 778 554 5673
- 2. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value “Enabling an effective enterprise change management capability increases an organization’s competitive business advantage and protects its triple bottom line (People, Profit & Product).” Change-management.org Enterprise Change Management (ECM) is the practice of optimizing the end- to-end flow of trusted business information to increase customer satisfaction, gain competitive advantage and protect the bottom line. ECM provides for five times more ROI than IT asset refresh work alone
- 3. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Enterprise Change Management (ECM) proposal This proposal identifies an exciting value proposition to develop a unique ECM service offering to enrich business performance capability and provide sustainable customer value. “Resolving complex problems by making informed decisions means knowing which way up the jigsaw pieces are facing… and how they must fit together”
- 4. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Information integrity is the secret to competitive business gain Trusted business information pushed into decision maker hands improves organizational efficiency and maintains operating cost. As a business function, Enterprise Architecture exists to achieve this outcome. INFORMATION = DATA + INTEGRITY
- 5. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Terminology consistency check • Information: Data validated using agreed business rules to give context and time based value to inform decision making capability e.g. An active customer account • Capability: The combination of people, working in collaboration with agreed practices and toolsets to deliver customer service e.g. Managed IT Services • Business Service – a logical grouping of customer recognizable business functions provided in a quantifiable and measurable way e.g. Change Management • Framework – a logical knowledge structure used to communicate interlinked relationships and achieve high levels of quality and consistency across multiple stakeholder perspectives. e.g. benefit management framework
- 6. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Critical Success Factors: ECM Value Proposition 1. Provide best-in-class Enterprise Change Management capability 2. Mitigate the risk from changes to information flows 3. Build in-house expertise 4. Obtain sponsorship ‘buy-in’ and on-going stakeholder loyalty 5. Build brand and quality into all change products Demonstrate quality agile delivery and market differentiation Ensure effective implementation of business services and products Direct suppliers towards creating buy-forward opportunities Deliver visible knowledge transfer and sought-after services Provide effective practices and brand recognition What is required? How is it achieved?
- 7. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value key challenges in achieving a sustainable EMC • Motivating people to showing progressive quality gains in full business solution development at key stages not just the delivery dates • Evolving customer demands mean managed service organizations must be business performance focused not just a technology performance supplier. • Many support organizations need help to unified their change management practices and toolsets to deliver enterprise-wide value. • There is no best in class and proven end-to-end support model that is dominant or proven. Practical ECM delivery experience is critical to success • Providing a change management practice to meet changing customer needs and business outcomes is critical to sustaining ongoing simplification Quality–driven frameworks underpin modern ECM capability offerings
- 8. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value EMC Value Proposition 7-step approach 1. Agree ECM capability frameworks to integrate – “kick the tires” 2. Establish branding approach to bring ECM capability to life 3. Create first generation product set for business trials 4. Review learnings and identify champions and benefit targets 5. Build ECM knowledge base and pilot with “friendly customers” 6. Review benefit satisfaction gains made with customers 7. Refine and develop product set and train staff & associates Ideally to be run as a discreet project to ensure stakeholder collaboration and enterprise-wide knowledge sharing
- 9. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value The following slides outline key change frameworks and tools that can be included within a branded ECM capability to enable competitive and market differentiation. (Further detail on these and other frameworks and their toolsets can be provided on request
- 10. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value A unified Enterprise Change Management capability Enterprise Architecture (Capability Framework) Business Planning (Solution Framework) IT Asset Management (Lifecycle framework) Corporate Portfolio Management (Benefit Framework) Business Program Management (Outcome Framework) Project Management (Asset delivery Framework) Transformation of Business Management practices to achieve enterprise value Business Solutions Management controls Business change management communication An ECM capability consists of a number of integrated frameworks and proven tools to provide a rich customer change management experience and knowledge repository
- 11. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Benefit Management Framework The Benefit Statement The Benefit Contract The Benefit Account Business Change Leader Business Delivery Manager Business Capability Owner Business Performance Business Capability Lifecycle IT Asset LifecycleV V V V V V V V V V Technology Performance
- 12. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Discover ECM Business Program Management Framework What business performance challenges need addressing now to move forward? What value is achieved from securing the right business mandate? What is the best business solution At this time to secure success? What are the quickest ways to deliver the most benefits? How much actual customer value has been harvested from the result? The program management framework supports outcome driven agile delivery Value Viable Deliver Assess Maturing Business Capability People + Process + Tools
- 13. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Business Change Tools Products 1 & 3 identify value while 2 & 4 drive action, Focus is always on capability of the business Goal: Focus on defining outcome based value to drive the business decision case for change Business Capability Catalogue People, Process & tools
- 14. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Strategy On A Page (S.O.A.P) Template Executive focus: Leadership focus: Operational focus: A stakeholder working communication tool to gain business capability alignment
- 15. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Business Blueprint template (explains strategy impact as well as the strategy) • Shares business innovation thinking to mature business functions (why). • Separates drivers for functional maturity (what) from solution definitions (how) • Captures business principles driving simplicity & efficiency in context to capability. • Expresses the business value in undertaking the change journey to foster support - Customer Impact: Value to customers - Value impact: How to reduce operational complexity and process duplication - Stakeholder Impact: on investors, business partners and suppliers - Employee Impact: Operational improvements through new ways of working, roles etc. - Performance impact: KPI/KRI functional measures for success - Information impact: How change will improve enterprise information flows • Communicates to stakeholders what changes will occur by doing things differently • Aligns the impact of organization change to the enterprise benefits being stated.
- 16. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Business Planning Framework Business Unit How does it change the way we work? Business Sponsor Does it achieve the outcome I am looking for? Other Business Users Does it make my job more rewarding? IT Business Unit Is it sustainable /supportable?
- 17. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Solution Governance Framework Organizational Behavior Business Focus Organizational Focus Business change management approach Solution Driven Approach Key deliverables Governance Approach Governance body OPTOMIZE the business Enterprise Driven Value Business unit / Transformation Portfolio Management Enterprise Architecture Principles, Policy Patterns, Strategy Business Operating Models Benefit Realization (Value) Main Board PLAN the business Business Unit Outcomes Business Capability Maturity / Simplicity Program Management Solution Architecture Capability maturity blueprints & roadmaps, Business Solution Specifications, Program Business case Solution Governance (Viability) Business Executives RUN the business Project Delivery Outputs Business Service Execution & value based reporting Project Management Systems Engineering Project business case. Physical solution design, implementation plan Delivery Governance (Doability) Peer Quality review group
- 18. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Enterprise Architecture Unified Solution Framework
- 19. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Manage Data Analyze Data Model Business Assess Impact Manage Change · Capability Based Enterprise Planning · Business Case Planning and Options Identification · Business and Technology Blueprint · Distributed Modeling Teams · Knowledgebase Interaction · Drill Down analysis · Perspective-based analysis · ‘So what’ Problem and Gap Analysis · Interactive business Communication · Dashboard / Scorecards · Stakeholder Collaboration · Publish Viewpoint Channels · Capability Transformation Management & Support · Data Quality and Integrity · Enterprise Meta-data Configuration · Data Sources · Data Transformation · Data / System Integration · ‘What if’ options analysis · Process Visualization · As-Is versus To-Be Analysis · Capability Transformation (Business and Technology services) · Dependency-based impact analysis · Solution Governance & capability assurance · Version Control & Configuration Management · Business & Technical Support · Education and Training · Content Management · Functional Control and Security · Team management 1 Manage information 2 Analyze Problem 3 Model Opportunity 4 Assess impacts 5 Manage change ECM Knowledge Retention Framework Business Unit stakeholders What is the value and impact in doing it? Business Sponsor Does it achieve my outcomes? Other Business Users How will it make my job more rewarding? Technology Business Unit Is it sustainable /supportable?
- 20. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Vendor Performance Framework Levels Initiative / Project Business Unit / Program Enterprise / Portfolio Champion Role to produce product Role to produce product Role to produce product Expert Role to produce product Role to produce product Role to produce product Practitioner Role to produce product Role to produce product Role to produce product Emerging Role to produce product Role to produce product Role to produce product Service for Assistance Responsible Contractor Service for Performance Accountable Consultant Value from a solution Value of a product Vendor KPI Metrics = Energy Value & Innovation
- 21. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value ECM Business Integration Maturity Framework Organizational Focus Business Requirement Level 1. Technical Integration Point 2 Point dataBusiness Unit Opportunity Information Integration Unified InformationOperational Efficiencies Functional Integration Service OrientedBusiness Outcomes Corporate Integration Knowledge DrivenCorporate benefit Enterprise Integration InteroperabilityCompetitive Agility Integration Strategy Level 2 Level 3 Level 4 Level 5 BusinessDrivers:TacticaltoStrategic Moving Business Unit solutions from silo to integrated
- 22. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Enterprise Business Technology platform Business Usability • Business function and Information portal • Mobile access always on Knowledge services • Knowledge driven business services (BI, analytics etc) • Event driven business decision making functions Information Management • Unified & trusted business information on demand • Content, document & record management Data Network • Business Technology platform management capability Business Performance Gains Technology Performance Gains Business Outcome Driven Delivery & Support
- 23. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Recap EMC proposition 7-step approach Ideally to be run as a discreet in-house project to ensure stakeholder collaboration and enterprise-wide knowledge sharing 1. Agree ECM capability frameworks to integrate – “kick the tires” 2. Establish branding approach to bring ECM capability to life 3. Create first generation product set for business trials 4. Review learnings and identify champions and benefit targets 5. Build ECM knowledge base and pilot with “friendly customers” 6. Review benefit satisfaction gains made with customers 7. Refine and develop product set and train staff & associates
- 24. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Business efficiency = Enterprise Change Management Collaborating with Sponsors, Change Leaders & Business Stakeholders to drive information integration will align business strategies to corporate goals. By using so-what and what-if scenario planning to prioritize business change roadmaps the result is integrated business systems. Architecture driven ECM capability provides a proven information sharing approach to facilitate business decision making.
- 25. Scoring Business Capability maturity ambition • Stakeholder engagement and communication 1 4 • Building integrated business solutions 1 3 • Business outcome focused development 1 3 • Business Functional Integration. 1 3 • Business Program based delivery approach. 1 3 • Information integrity and compliance. 1 4 • Executive perceptions of capability driven value. 1 4 Maturity score today and ambition 1 = function, 2 = enable, 3= contribute, 4=Differentiate, 5= Transform
- 26. Bring Energy, Think Innovation, Add Value Andy Parkins – Business Technology Leader 778-554-5673 Thank You
- 27. All Rights Reserved. Confidential. Bring Energy, Think Innovation, Add Value Enterprise Business Performance framework (Add competitive advantage & customer value) Business Blueprints To improve capability (strategy & impact) Business Reference Model Enterprise Change Management coordination Business Change Portfolio (Doability of tasks & projects) 2) Informed Decision Making 1) Ongoing Benefit Harvesting 3) Outcome Driven Activities (Push trusted information into the right hands) (Right actions that achieve the right business gains) People Profit Product Customer Service (Internal & external) Enterprise Simplification (O&M savings) Operational Efficiency (Information flows)