Managing Service Project in B2B Environment

Eyal Lubin

Director of Service Operations

NICE System

2

What is TeamLine?

SYSTEM! ONE

PROJECT

EXECUTION

P&L

MANAGEMENT

PROJECT

PLANNING

RESOURCE

MANAGEMENT

Manage service project end-to-end

Enhancing PM Effectiveness

enhances the project management effectiveness via

2 3 4 1 Visibility of

project status at any given time

Resource Utilization

Optimization

Tools for Profitability

Management

Tools for Customer

Management

Service Project Process Scope

4

Resource Creation Project definition

Post PO process

Pre PO process

Project Management

Project work plan

Trigger invoicing and

revenue process

Project Management

Resource allocation

Skills management

& Dashboards

Operational reports

KPIs

Customized dashboards

Reports & Expense

Time reporting and approval

Manage non-billable time

Expense management

Time Collaboration Manage project documentation

Manage project risk & issues

Customer’s status, communication

Better Control

Improve on-time delivery

What do we Aim to Improve?

One Methodology

Project Plan and Execution

- Templates & standards

- Risks & issues

- Project status

- Plan vs. actual

Resource plan optimization

Resource workload forecast

Skills

Effective assignment

Availability

What do we Aim to Improve?

Resource Management

Resource plan optimization

Resource workload forecast

Skills

Effective assignment

Availability

What do we Aim to Improve?

Resource Management

What do we Aim to Improve?

Manage P&L

Improve Revenue Forecast

Improve Revenue Recognition • Plan & billing milestone linkage • Shorter invoicing cycle

Better Tracking • Project cost (time) & expenses

What do we Aim to Improve?

Customer Collaboration

Share with customer project status and issues

Manage documentation

Increase project quality

Impact CSAT

Implementation of PSA as primary services platform

Ability to manage resources across LOB’s, Countries, Divisions, and role types.

Financial command and control of contracts, projects, portfolios, revenue achievement & Rev Rec

Support a mix of fixed price, outcome base, and T&M customer projects

Improved quality of delivery and overall customer experience

Drive greater profitability of projects and key accounts

Streamlining across LOB’s and regions of processes & work flows

Enhance practices and controls to drive growth, performance and contain costs

Share, transfer & capacity manage resources with full feed into ERP

Clear insight on all KPI’s for improved decision making

Facilitate smarter decisions for driving services revenue & product functionality

Individual KPI and MBO insight across all managers & resources

Detailed insight into committed process across the company

Detailed insight into time to revenue achievement and ability to Rev Rec

PSA Implementation Outcomes

Summary: Service Project Business Tracks

11

Project Creation & Opportunities Management

Project Management & Planning

Resource Management

Time & Expense Tracking

Finance: Forecast, Budget & Invoicing

Operational, Managerial Reports and Measurements

Customer Workspace

1

2

3

4

5

6

7

Service Project System Integration

12

PSA

BI & Reporting (Calculating Project Financial Matrices)

SFDC

(Automate service opportunity

creation Pre-PO mode)

Revenue Recognition

(Automate revenue recognition and services forecasting)

Invoicing System

(Automate project creation

& invoicing)

Salary System (Non-exempt

employee hours)