QAD CSS Web Implementation

MWUGSeptember 2010

Presenters: Heather Scaggs & Rob Rush

Agenda – Part 1

A. O. Smith– Company Overview

The Web Initiative– 2009: Strategy, Scoping & Design– 2010: Development & Implementation– Where We are Today

Demonstration

Agenda – Part 2

Methodology– AOS Passport Process

Project Management– Project phases, project stages, waves– Rigorous project management

Multi-Vendor Reasoning and Approach– CSS versus customized ecommerce solution– Feature-rich product catalog– Hybrid approach playing on the strengths of multiple

vendors

Who is A. O. Smith?

A look at:– A. O. Smith Corporation– A. O. Smith Electrical Products Company

A. O. Smith Corporate

Founded 1874Corporate Headquarters –

MilwaukeeBegan a refocus effort in 1996Concentrated corporate portfolio on

two business: – Electrical Products Company (Motors)– Water Products Company (Water

Heaters)

16,000 employees worldwideFinancially sound corporation

Electrical Products - Overview

Started as Whirl-A-Way Motors – 1946– Purchased by A. O. Smith – 1950

Enjoyed rapid growth 1960-80 with air-conditioning boom

Began industry consolidation - 1997

Electrical Products - Today

Divisional sales in 2009 $620 million

Leading global supplier - among the top four

Facilities (23), employees (8,500)

Full line of electric motors 1/800 to 400 HP

Over 78,650 motors built per day

Electrical Products – Global Locations

Tipp City, OHDivisional Headquarters

Mt. Sterling, KY

Monterrey, MexicoAcuna, Mexico

Juarez, MexicoEl Paso, TX

LaVergne, TNDubai

Gainsborough, UK

Winchester, KYChangzhou, China

Suzhou, China

Yueyang, China

Singapore

Residential Applications

Customers

Electrical Products - Web Initiative

A look at:– Strategy, scoping, objectives &

benefits– Requirements & deliverables– Technical platforms & systems

integration

Strategy: Development Model

Best Practices Validation

Web Team &IT Supplier Input

LeadershipInputs

AOS EPC Values &

Strategies

Competitor Research &

Analysis

Customer Research &

Analysis

AOS EPCWeb Strategy

Strategy: Leadership Inputs

Interactive

Visit repeatedly

Easy to do business with AOS

Brings added value

Easy to navigate

Strategy: Research & Analysis

Competitor Analysis

Customer Analysis

A. O. Smith Analysis

Highest Priority Deliverables

Visibility Features– Inventory Availability– Pricing– Order Status Including Shipment Information– Order Entry– Product Cross Reference

Technical Information– Drawings, Diagrams and Photos– Nameplate and Rating Data– Performance Data– Features

Benefits - Immediate

Strategy - Recognized as high value, first choice by providing:– 7x24x365 availability of information and ordering – Innovative– Enhanced brand perception

Drive efficiencies by providing:– Product repository– Streamlined publication of product catalog– Speed of information to the customer

Establish baseline for further development

Initiative Objectives

Brand image

Easy to navigate

Manage content quickly

Easy access to data

Ecommerce

Promote an atmosphere for revenue growth

Phased Approach

Phase 1 - Implemented Sept 2009– Static Content

Phase 2 - Launch Q2 2010– Ecommerce

Phase 3 - 2011– Additional customer-centric features– Global web presence

Phase 4 & Beyond– Differentiators

Technical Foundation

Deliverables –•Static mrktg data•Enhanced graphical imagery consistent with corporate brand•Transfer of content management from IT to Sales & Marketing

Public Portal Deliverables –Technical Info•Dwgs, Adv Tech Specs•Marketing SpecsVisibility Features•Adv Cat Search/List Price•Adv Dist/Svc Shop Locator•Prod X-Ref

Semi-Dynamic Data (E-business)

Customer Portal Deliverables –•Inventory-location•Customer Pricing•Order Status•Order Entry•Acct Status

Static Data – Content Management Software

Real-time Data Integration with Back-End Systems(Ecommerce)

Deliverables –To be Scoped

Deliverables –In Scoping

Newest GenerationWeb Services

2009 2010 2011 Q04 2012 & Beyond

Phase 2 Phase 3 Phase 4

Deliverables –To be Scoped

Phase 5Phase 1

Web Initiative – Delivery Roadmap

Global Web Presence

Phase 1 – Static Content

The need for content management software– Static content was originally hard coded– Marketing dependent on IT resources to update

Ektron Content Management Software (CMS)– Implemented in 2008– Marketing independently edits and publishes

content– Created foundation for future phases

www.aosmithmotors.com - Previous

New Site – Live 2008

Phase 2 - Public Portal Enhancements

www.aosmithmotors.com

Cross Reference

Distributor Shop & Service Shop Locator

Advance Catalog Search

Phase 2 - Customer Portal

Customers can login to the Customer Portal to access:PricingCheck Inventory Place an Order Check Order Status Track a ShipmentView Order History View Accounts Receivable Information

Advance Catalog Search – Integration

Search from Public Portal or Customer Portal

Customer Portal search includes additional customer-centric information:– Customer part number– Available inventory– Customer’s net price– Ability to add to cart

Integration of:– Public Portal databases (Data Repository)– QAD CSS (Secure customer login)– Ektron (Web – User Interface)

Advance Catalog Search – The Integration

The Extract/Load Process

Critical Factors For Success

PEOPLE PROCESS TECHNOLOGY

DATA

24/7 constituent access requires

commitment to 24/7 AOS support

Must develop an automated product release process to capture all product

information in a controlled data

warehouseRequirement of people, process & technology to

manage all product data presented to

constituent

Successful implementation of other

systems – a dependency

AOS data must be cleansed for presentation to constituents to

ensure data integrity

Commitment of AOS resources: marketing,

engineering & IT to support

development & maintenance

Business requirements must be well defined,

scoped and time-released in terms of

sophistication

Web implementation phased, gated and well

managed in incremental deliverables

Consideration must be given to

data fields in current

implemented systems in order

for all data to translate to the site consistently

On time, On budget, Within Scope

Phase 3, 4 & Beyond - Future Enhancements

Global online presence

Differentiators

Use the newest generation of web technology

2284

19307

0

5000

10000

15000

20000

Aug. 2009 Aug. 2010

Aug. 2009

Aug. 2010

Analytics – Public Portal

Leadership inputs: Increase internal efficiencies

A 569% increase in hits to the Public Portal in 2010 over same period, 2009

Leadership inputs: Interactive, Visit Repeatedly

Analytics – Customer Portal

Visits to the Customer Portal since June 21 go-live – As of September 20:

3,373 user logins251 orders placed online

Leadership inputs: Easy to do Business with AOS, Brings Added Value

Analytics – COS Call Volume

Customer feedback

…when one of our customers already on-boarded to the customer portal was asked for feedback it was very

positive.  The portal has cut his phone calls by 50%!50%! 

Favorite feature is the ability to pull technical data – especially drawings – directly off of the site.

…just wanted to relay the positive feedback.  Thanks for all the work on what looks to be a very positive move forward for AOS!

Leadership input: Increase internal efficiencies

Point Releases

Point release will allow for continuous updates to the web site between major releasesPrioritized parking lot methodologySchedule is the driver

SCHEDULE

SCOPE

COST

Leadership input: Visit repeatedly

Dilbert

Agenda – Part 2

Methodology– AOS Passport Process

Project Management– Project phases, project stages, waves– Rigorous project management

Multi-Vendor Reasoning and Approach– CSS versus customized Ecommerce solution– Feature-rich product catalog– Hybrid approach playing on the strengths of multiple

vendors

Critical Factors For Success

PEOPLE PROCESS TECHNOLOGY

DATA

24/7 constituent access requires

commitment to 24/7 AOS support

Must develop an automated product release process to capture all product

information in a controlled data

warehouseRequirement of people, process & technology to

manage all product data presented to

constituent

Successful implementation of

Advanced Planning & Scheduling in order to successfully allocate

inventory and promise delivery date to

constituent

AOS data must be cleansed for presentation to constituents to

ensure data integrity

Commitment of AOS resources: marketing,

engineering & IT to support

development & maintenance

Business requirements must be well defined,

scoped and time-released in terms of

sophistication

Web implementation phased, gated and well

managed in incremental deliverables

Consideration must be given to

data fields in current

implemented systems in order

for all data to translate to the site consistently

Structured System Development Methodology

AOS Passport Process– Developed internally 2008– Typical system development life

cycle methodology– Defined deliverables– Management gate reviews

AOS Passport Process - Overview

Executive Sponsor• Project prioritization• Stage gate approval• Approve funding

Business Customer• Develop funding package

• Stage gate approval

Business Analyst• Create business requirements

• Create functional design

• Create Design stage project plan

Solution Architect• Create high level design

Support• Provide input to high level design

Stage 1: Scoping

Stage 2: Design

Stage 3: Development

Stage 4: Certification

Stage 5: Implementation

G2 G3 G4 G5G1

Business requirements created and approved

Detailed design created and approved

Solution built and tested

Executive Sponsor•Project prioritization•Stage gate approval•Approve funding

Business Customer•Develop funding package

•Stage gate approval

Business Analyst •Create Development stage project plan

Solution Architect•Create detailed design

Support•Design sustaining support model

•Create OLA/SLA

Executive Sponsor•Project prioritization•Stage gate approval•Approve funding

Business Customer•Perform user acceptance test

•Develop funding package*

•Stage gate approval

Business Analyst•Create Certification stage project plan

Solution Architect•Build solution•Perform system acceptance test

•Create production support documents

Support•Build sustaining support model*

Executive Sponsor•Stage gate approval•Approve funding

Business Customer•Create work aids•Perform SME training•Develop funding package

•Stage gate approval

Business Analyst•Create Implementation stage project plan

•Assess readiness

Solution Architect•No activity

Support•Build solution in staging area

•Build Go Live support model*

•Complete OLA/SLA

Executive Sponsor•Stage gate approval

Business Customer•Train end users•Create project evaluation and ROI

•Stage gate approval

Business Analyst•Perform functional evaluation

Solution Architect•Perform technical evaluation

Support•Perform support evaluation

Solution verified and readiness assessed

Solution deployed and evaluated

G0

AOS Passport Process - Stage 1 - Scoping

IT Passport Process – Stage 1: Scoping

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Gate Review

High LevelDesign and Scope

Pass

Project Plan – Design

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Functional Design

Funding Package - Design

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Success: High Quality - On Time - Within Budget

Structured Project Management– Executive Sponsor– Business Champion– Web Steering Committee– Core Team– Business Analysts– Right Right Technical Resources– Passport and Project Management

Monitored by Company Governance Boards– Performance Excellence Process (PEP)– IT Steering Committee

Right Deliverables - Right Resources

A. O. Smith Statement of A. O. Smith Statement of ValuesValues– Profitable growth– Innovation– Uncompromising integrity– Imagination, competence, teamwork,

diversity– Corporate citizenship

Right Deliverables - Right Resources

Comparison Criteria Vendor A Vendor B

Required Functionality

Flexibility & Scalability

Technical Platform

Market Differentiation

AOS Confidence in Vendor

Technical Platform Control

IT Support

Cost

Overall Score

Vendor Analysis Numeric Rating

Right Deliverables - Right Resources

Multi-Vendor Approach– AOS Business and IT leadership of the project– CSS know-how– Web skills for a customized public portal– AOS capability to manage content and ongoing support

Supplier Selection– QAD– RCM / Roundview– Thirdware– BravePoint

“Supplier Partnership” was key

Demonstration

Public Portal– Advanced Catalog Search

Customer Portal– Ecommerce Features

Customer LoginAdd Items to Shopping CartCheck Order Status