ca Intellicenter

Resource Management and Professional Services AutomationMatt Trevorrow, SVP Enterprise Services Delivery

ICX23S #CAWorld

Bepin Jose, Director Information TechnologyRicoh Americas Corporation

2 © 2014 CA. ALL RIGHTS RESERVED.

Abstract

Ricoh built a solution leveraging CA Project & Portfolio Management (CA PPM) to drive and make possible Ricoh’s transformation from a product company to a services company. This solution optimizes utilization of resources and ensures the right people get the right, strategic work. Workload is balanced so we get the most productivity out of our teams.

Ricoh Americas Corporation

3 © 2014 CA. ALL RIGHTS RESERVED.

Agenda

WHO IS RICOH?

BUSINESS CONTEXT AND DRIVERS

KEY TAKEAWAYS AND RECOMMENDATIONS

BUSINESS PROCESS, SOLUTION ARCHITECTURE

ROLLOUT SCHEDULE

BUSINESS IMPACT

1

2

3

4

5

6

4 © 2014 CA. ALL RIGHTS RESERVED.

Who Is Ricoh?

200 countries and territories

Industry leader in document management

107,000+ employees worldwide

Worldwide sales of $21.7B year end March 2014

Founded in 1936

Cert no: FS 33325

Quality Management System

ISO 9001:2008

Cert no: EMS 61761

Environmental

Management System

ISO 14001:2004

Cert no: OHS 556746

Occupational Health

& Safety Management System

BS OHSAS 18001:2007

Cert no: IS 85241

'Information & Data Security

Management System

ISO 27001:2005Fortune 500 global company

Ricoh AmericasCorporation

AmericasHeadquarters

Malvern, USA

Ricoh Europe PLCEuropean

Headquarters

London, UK

Ricoh AsiaPacific Pte Ltd

Asia Pacific& China HQ

Singapore

RicohCompany, Ltd.Global Corporate

HeadquartersTokyo, Japan

Ricoh Japan Corporation

JapanHeadquarters

Tokyo, Japan

Ricoh is a global technology company specializing in office imaging equipment, production print solutions, document management systems and IT services.

5 © 2014 CA. ALL RIGHTS RESERVED.

Business Context

Vision

Transform from a hardware centric business to a services-led business

Need

Processes and systems to support The services opportunity workflow

Optimize utilization of resources

Solution

Resource management tool (CA PPM) integrated with core Ricoh processes and systems

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Today With CA PPM

National pool of 1,000 SMEs

Formal engagement model to align needs with the right person, right

place, right time with the right skills

Optimizes assignments based on complexity need

Integrates with SalesForce.com and Oracle Financials

Insights and measures on effectiveness, productivity, resource balancing

and revealing demand signals

Business Drivers for the Resource Management Solution

Regional structure

No formal services opportunity workflow

Ad-hoc assignment of resources

Standalone processes and systems

No baseline measures

Before the Solution

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Key Business Goal: Align Sales and Services Organizations

Prospect

Sales

Deal Qualification

Sales

Technical Qualification

Services Delivery

Design

Services Delivery

Implement

Services Delivery

1. Sales Focus on the roles of prospecting

customers and qualifying specific

opportunities.

2. Services Delivery Focus on ensuring the

solution for the customer is defined clearly,

priced properly, and that we can actually

deliver on our commitment.

Success is based on how we qualify the

opportunity and match those opportunities

with the skills of our organization

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Business Process

RForce:

Oppty

RForce:

Case

RSource:

Design Project

RQuote:

Quote

Design

Record

Order Mgt:

Order

RSource:

Impl. Project

Order Mgt:

Invoice

Config

Vendor

QuoteCA PPM

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Solution Architecture

Integration with

expense management

system

Skill repositories

Visual tool to review

resource availability based

on skills, availability and

proximity + heat maps

A

R

Automated

recommendation of

resource for T2 & T3

projects based on skills,

availability and

proximity

A

A

Automated assignment

of resource for T1

projects based on skills

and proximity

webInfoview reporting Portlet & Graphs

Mobile time entry

Services

configuration &

quoting

Services

opportunity

workflow

Order

Management

T1/2/3 orders

Implementation

orders

Active Directory federation

enabling SSO

HRMS

Onboarding

F Future enablement

F

Integration with Sales

compensation system

Field Service

F

Billing

F

FPost implementation

support

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Wave 1

Wave 2

Wave 3

Rolling Out the Solution

Phase 1 Phase 2 Phase 3

Jan 13 Mar 13 Apr 13 May13 Jun 13

1. Implement RSource foundation for pilot

markets.

2. Pilot engagement model

1. Fully integrated RSource solution

2. Implementation national rollout 1. Design national rollout

2. Enhanced reporting

3. Demand vs Capacity planning

Expand to North TX

Minor enhancements

HoustonPS & HardwareTier 1-2-3Automated T1 integration w/ OracleStandalone Rforce functionality

Enhancements to RsourceEnhancements to Oracle T1 integration

Rforce integrationSmart form integration

Geo Mapping

Feb 13 Jul 13 Aug 13 Sep 13

W1

W2

W3

W1

W2

W3

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Results–The Business Impact of the Solution

Helped grow services revenue by 24 percent

Established a national pool of resources

Enabled registering and management of demand signals

Provided ability to measure, compare and contrast activities by job levels, productivity

Improved resource management and balancing

Drove the company’s strategic services transformation

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Key Takeaways and Recommendations

Executive management’s involvement was key to success

It’s more about process engineering than the tool

Staged rollout vs big bang rollout

Data quality and governance should not be an after-thought

Establish scalability of integrations and processes in the tool during testing stage

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For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

Insert appropriate screenshot and text overlayfrom following “More Info Graphics” slide here;

ensure it links to correct pageManagement Cloud

14 © 2014 CA. ALL RIGHTS RESERVED.

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