better business outcomes with sharepoint technologies

presented by

Dave [email protected]

(206) 734-9414

02/21/2013

Delivering BetterBusiness Outcomes

with SharePoint Products and Technologies

Welcome and IntroductionsChrysalis | 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

Dave Healey, Managing Partner• 20 years industry experience• Knowledge & Information Mgmt.

Andrew Hopkins, Principal Consultant• 22 years industry experience• Enterprise Information Management

Matt Forsyth, Marketing Coordinator• Digital marketing professional• Business Grad. Pacific Lutheran

University

Presentation Team

@chrysalisbts

Using WebExCreating a Dialogue, Questions and Answers

@chrysalisbts

Who are 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?

Welcome & Introductions

Better Business Outcomes with SharePoint – Evaluation Form

Post Event SurveyEnsuring value for you

• Relevance and value• Matt will send a

mail with the link

@chrysalisbts

“Business issues first.”“Scenario-based innovation.”

– Karuana GatimuDirector, Solution Delivery Discovery & Collaboration at MicrosoftSharePoint Saturday, Redmond

Delivering Better Business OutcomesOur discussion today

Communities

Search

Sites

Composites

ContentInsights

SharePoint Value PropositionMicrosoft SharePoint 2010 Marketing Wheel

• Deliver The BestProductivity Experience

• Cut Costs WithA Unified Infrastructure

• Rapidly RespondTo Business Needs

SocialComputing

EnterpriseSearch

Portals & Collaboration

CompositeApplications

Content Management

Business Intelligence

Typical SharePoint SolutionsFunctional Perspective

Example Solution Types• Corporate Portals• Partner, Supplier Extranet• Public Web Presence• Document and

Records Management• Compliance Initiatives• Project Management• Dashboard and Scorecards• Reporting and AnalysisFunctional & Industry Solutions• Finance, Operations,

Sales Human Resources• Financial Services, Government,

Healthcare & Life Sciences, Manufacturing, Retail

SharePoint Deployment & AdoptionValue Realization and Performance Improvement

SharePointAdoption

BusinessValue

KeyCapabilities

AdaptiveEffectiveEstablishedRudimentary

• Insight In-Context• Improved

Decision Making• Increased Agility

• Integration• Composite and

Industry Applications

Business Solutions

• Broaden Adoption• Drive Compliance• Reduce multiple system

maintenance costs

• Content Management• Social Computing• Enterprise-Class Search• Business Intelligence

Broad Adoption

• Productivity Gains• Effective Teaming• Lightweight

Project Management

• Team Collaboration• Document Management• Search

Initial DeploymentPre-Deployment

• Inconsistent Teaming• Ad-hoc Collaboration• Informal, Inefficient

Processes• Significant IP & Legal Risk

• File shares• Email• USB Drive• Cloud shares

Business Value RealizationPerformanceMaturity

How is SharePoint being used?

1. Team Collaboration

(60% of all SharePoint sites)

2. Document Management

3. File Share Replacement

4. Portals

5. Intranets

• Non-systematic, non-periodic and reactive

• Stable and repetitive

• Internally efficient and continuously improving

• Externally efficient and dynamic

@chrysalisbts

11

“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,

Forrester on SharePointGap in satisfaction between IT pros and business

Source: SharePoint Enters Its Awkward Teenage Years, Forrester Research February 6, 2013

Process AlignmentOrganizational ChangeSoftware FunctionalityEffective User Adoption

Breaking Through the BarriersValue is realized through utilization

Source: TSIA / Neochanges / Sand Hill Group @chrysalisbts

Effective UserAdoption 69%

Key To Achieving Value RealizationUtilization is achieved through process alignment

Outcome20% to 30% Cost Savings

Start with…• Business Processes

Add…• Business Application

Outcome6% - 9% Cost Increase

Start with…• Business Application

Add…• Business Process

Source: Cisco Systems Momentum Research Group @chrysalisbts

• Case Study• Addressing key business challenges• Employing the SharePoint Performance

Management Framework• Elaborate on the Framework• Case Study

Delivering Better Business OutcomesOur Discussion Today

IMPROVED CLAIMS PROCESSINGBETTER CUSTOMER SERVICE IN THE INSURANCE INDUSTRY

Successful SharePoint Case In Point

@chrysalisbts

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

Business ObjectivesImprove Speed and Accuracy of Claims Processing

@chrysalisbts

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

Business EnablersImprove Performance of Operational Management

@chrysalisbts

Transition ManagementBusiness Process Improvement – 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

Solution StrategyBusiness Process Improvement – Systems & Interactions As Is: Legacy Infrastructure Holding Back Performance

Service / Contact Center Agents

Executive

Management

ROE Web

ICCM

CMS

Easy Access

Intranet Ref.

Appli-Web

FTS

AVRES

CLS

DTS

OLIS

SSA

ACP

PAPS

Asgard

DARS

WMS

ADMS

Appli-Check

@chrysalisbts

Solution StrategyBusiness Process Improvement – Systems & Interactions To Be: Integrate and Extend

Service / Contact Center Agents

Executive

ManagementCentral ClaimsManagement

ROE Web

ICCM

CMS

Easy Access

Intranet Ref.

Appli-Web

FTS

AVRES

CLS

DTS

OLIS

SSA

ACP

PAPS

Asgard

DARS

WMS

ADMS

Appli-Check

@chrysalisbts

My Case Load My Reports My Service Canada

My Personal Space

James Doohan Region: AtlanticUser Profile

My Knowledge Network

Last Name First Name SIN Status

Baker Arthur 123 456 789 Under investigation

Bulmer John 234 567 890 ROE missing

Caley Susanne 345 678 901 Under investigation

DaSilva Sarah 456 789 012 Under investigation

Galati Reginald 567 890 123 Pending

Hinton Steven 789 012 345 Pending

Nadeau Farshad 890 123 456 Pending

Remillard Jacques 901 234 567 Missing information

Schnabel Doreen 012 345 678 Missing information

West Bill 223 456 789 ROE missing

Resources

System Help Help Desk Another And another

Application Details

EI Application

Record of Employment

Direct Deposit Info

Appeals

Test

Test

Test

Test

Test

Test

Test

Date of Birth March 21, 2005 Gender Male

Mothers Maiden Ballmer Temp PWD ID A8F1-CB84

Preferred Lang. French Home Phone 723-123-9876

Address 01 456 Maple view Address 02 Apt. 23

City Dartmouth Province Nova Scotia

Postal Code R6T 2H7

Bulmer John 234 567 890 ROE missing

Case Load Reports My Service Canada

My Personal Space

George Takei Region: Eastern CanadaUser Profile

My Agent Network

Claim Volume By Status

Case Load by Agent

Case Load by Region

Case Load Forecaster

Case Load Statistics

Case Load Levelling

Test

Test

Test

Test

Test

Test

Test

Case Load Forecast by Quarter

My Calendar Balanced Scorecard

Claims over 30 days

Test

Test

Test

Test

Test

Employee satisfaction

YTD claim volume

Time to process claim vs. median

Right Hon. MinisterUser Profile

Compliance Initiatives

+ CBC News: Canada's children need more help: new report

- CBC Montreal: PSAC strike hits QuebecStriking workers from Social Development Canada yelled and chanted as police officers escort non-striking workers into the building. more

+ Globe and Mail: Want a passport with that EI? Service Canada sets up shop

+ Ottawa SUN: B.C. poised to join child-care deal

Service Canada My Dashboard My Personal Space CBOC

My Links Service Canada in the News

Solution BenefitsBetter Utilization of Existing Resources, Optimized Workflow, Improved Productivity

• Rapid Time to Deployment• Incremental, evolutionary

solution approach thatleverages existing IT assets

• Cost Effective Low TCO Alternative• Organizationally Friendly

• Consistent with internalsystems directions• Systems organization

has skills in-house• Technical skills are widely

available in the marketplace• No New Technology Procurement

• Licensing already paid for• Better utilization of existing resources

BUSINESS BENEFITS

• Reduced ClaimsProcessing Time• Better Insight

Across Organization• Value for Money• Governance and

Policy Compliance

@chrysalisbts

UNLOCKING SHAREPOINT ROIPERFORMANCE MANAGEMENT MATURITY FRAMEWORK

Successful SharePoint

@chrysalisbts

Performance Management Maturity FrameworkA Predictable, Repeatable Approach to Driving Ongoing Performance Improvement

Solution Strategy

Improvement Techniques

Performance Enablers

Transition Management

Objectives & Business Case

@chrysalisbts

Define Objectives & Business CasePhase Zero: Approach to Identifying and Quantifying Improvement Initiatives

Platform Technology Assessment

Initiative Exploration & Technical Validation

Initiative Validation & Improvement Impact

Initiative Strategy & Launch Timeline

Phase Zero:Business Case Development

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

Identify Performance EnablersCore Business Capabilities That Enable an Organization To Advance Its Maturity and Agility

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

AdaptiveEffectiveEstablishedRudimentary

Business Value ApproachPerformanceMaturity

@chrysalisbts

PERFORMANCEMANGEMENT TECHNIQUE

DESCRIPTION

1 Benchmarking Comparing performance metrics to industry bests2 Activity Based Management Evaluating activities to improve strategic and operational decisions3 Capacity Management Asset utilization improvement4 Target Costing Reduce the overall cost of a product over its life-cycle5 Balanced Scorecard Track of the execution of activities and monitor the consequences

arising from these actions6 Business Intelligence To support better business decision-making7 Lean / Six Sigma Improvement through speed and defect elimination8 Value Chain Analysis approach to support strategic planning9 Business Process Re-engineering Redesign of a process, product or service10 Just In Time Improve return on investment by reducing costs11 Results Based Accountability Improve the performance of programs, agencies and service

systems

Select Improvement TechniqueIdentifying The Right Methodology

@chrysalisbts

Transition ManagementAssess Change Capacity

• Change Management:A structured approach to change in individuals, teams and organizations that enable the change from current state to desired state

Communicate

Gather FeedbackTraining

People

Process

Tools

@chrysalisbts

Form

s

Workflow

Document Management

Records ManagementInformation &

Access Control


Gove

rnan

ce &

Polic

y Man

agem

ent

Search

Client &Device Support

InformationArchitecture

Enterprise 2.0 &

Social Media

LoB

Inte

grati

on

Map The Solution StrategyIdentify Existing and Required Technical Capabilities

@chrysalisbts

Form

s

Workflow

Document Management


Access Control


Gove

rnan

ce &

Polic

y Man

agem

ent

Search



Enterprise 2.0 &

Social Media

LoB

Inte

grati

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Business Technology Capability MaturityUnderstanding Existing and Required Technical Capabilities

Level One Rudimentary

Level Two Established

Level Three Effective

Level Four Adaptive

@chrysalisbts

Business Application Maturity ModelAssessing 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 scopeEffective• Internally efficient, continuously improving• Technology capability is broadly available,

responsive to changes in internal processesAdaptive• Externally efficient and dynamic• Technology capability is universally available,

responsive to changes in internal and external process requirements

@chrysalisbts

Form

s

Workflow

Document Management


Access Control


Gove

rnan

ce &

Polic

y Man

agem

ent

Search



Enterprise 2.0 &

Social Media

LoB

Inte

grati

on

SharePoint Capability MaturityUnderstanding SharePoint's Business Technology Capabilities




Level Four Adaptive

SharePoint 2010 Foundation

@chrysalisbts

Form

s

Workflow

Document Management


Access Control


Gove

rnan

ce &

Polic

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ent

Search



Enterprise 2.0 &

Social Media

LoB

Inte

grati

on





Level Four Adaptive


SharePoint 2010 Standard Edition

@chrysalisbts

Form

s

Workflow

Document Management


Access Control


Gove

rnan

ce &

Polic

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Search



Enterprise 2.0 &

Social Media

LoB

Inte

grati

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Level Four Adaptive


SharePoint 2010 Standard Edition

SharePoint 2010 Enterprise Edition

@chrysalisbts

ANNAI SYSTEMS REQUEST PORTALENABLING GENOMIC RESEARCH AND ANALYSIS

Improved Business Insight

@chrysalisbts

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

Organizational ObjectivesProvide access to data and tools to facilitate improved treatment of cancer and other diseases

@chrysalisbts

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

Performance EnablersImprove Performance of Strategic and Financial Management

@chrysalisbts

PERFORMANCEMANGEMENT TECHNIQUE

DESCRIPTION

1 Benchmarking Comparing performance metrics to industry bests2 Activity Based Management Evaluating activities to improve strategic and operational decisions3 Capacity Management Asset utilization improvement4 Target Costing Reduce the overall cost of a product over its life-cycle5 Balanced Scorecard Track of the execution of activities and monitor the consequences

arising from these actions6 Business Intelligence To support better business decision-making7 Lean / Six Sigma Improvement through speed and defect elimination8 Value Chain Analysis approach to support strategic planning9 Business Process Re-engineering Redesign of a process, product or service10 Just In Time Improve return on investment by reducing costs11 Results Based Accountability Improve the performance of programs, agencies and

service systems

Select Improvement TechniqueIdentifying The Right Methodology

@chrysalisbts

Form

s

Workflow

Document Management


Access Control


Gove

rnan

ce &

Polic

y Man

agem

ent

Search



Enterprise 2.0 &

Social Media

LoB

Inte

grati

on

Solution Strategy MaturityEmpowering Program Owners while Provisioning Insight and Control

Current State(As Is)

Desired State(To Be)

@chrysalisbts

Business Intelligence ApplicationreQuest Genomic Research Portal

@chrysalisbts

Genomic Data ExplorationreQuest Genomic Research Portal

@chrysalisbts

Individual View CreationreQuest Genomic Research Portal

@chrysalisbts

Genomic Data AccessreQuest Genomic Research Portal

@chrysalisbts

Genomic Data Ad-Hoc AnalysisreQuest Genomic Research Portal

@chrysalisbts

Genomic Data DownloadreQuest Genomic Research Portal

@chrysalisbts

Transition Management StrategyAssess Change Capacity

Communicate

Gather FeedbackTraining

People

Process

Tools

@chrysalisbts

Change Capacity• Two communities

• Tech-saavy audience• Tech is tangential

• Data Accuracy and Currency

• Simplified Interface• SME advisors supported

alignment with real-world business processes

Project OutcomesCorrective 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

More Infoneeded

Start

Declined

Approval

Approved

NEXT STEPSDelivering Better Business Outcomes with SharePoint Technologies

@chrysalisbts

1) Learn MoreImprove 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

@chrysalisbts

Downloadhttp://www.chrysalisbts.com/?page_id=1961

2) SP Performance Management Workshop Improve Adoption and Value Realization through Performance Management Maturity

Performance Management Maturity Workshop• Business, IT leads and key

supporting team members• Leave the workshop with• Actionable outputs• A strong, practical understanding of

the framework and supporting materials• Deep insight into best practices for

solution design, collaborating across groups, end-user adoption and transition management strategies

Details• Two Day, “Learn To Fish” Model• Hands-on, team workshop• Learn to employ

• SharePoint Performance Management Maturity Framework

• SharePoint Technology Capability Maturity Model

• Real world use-cases• Use your own case

@chrysalisbts

SurveySurvey Panel in WebEx

3) Stay In TouchChrysalis Business Technology Solutions

Better Business Outcomes with SharePoint Technologies• www.slideshare.net/dhealey27

Chrysalis | Business Technology Chrysalis BTS Chrysalis BTS @chrysalisbts

Dave Healey• [email protected]• @dhealey27

@chrysalisbts

Better Business Outcomes with SharePoint – Evaluation Form

4) Complete the Post Event SurveyEnsuring value for you

• Matt has sent you a follow up email w details• Evaluation Form• Briefing Document

Download

@chrysalisbts

QA&@chrysalisbts

60

presented by

Dave [email protected]

(206) 734-9414