Driving Speed, Agility, and Efficiency through Service Transformation

Cox Automotive

Driving Speed, Agility, and Efficiency through Service Transformation

Donna Naomi Woodruff

Delivery Operations Leader

1898 - 2016

A History of Innovation and Change

$11B $8B $1.8B

Annual CAPG Spend

$1.3BTEAM

MEMBERS

33,000+In Transactions

Annually

$46BFACILITATING

UNIQUE VISITORS

monthly on

Autotrader.com

and KBB.com

36M+Physical Locations in

24 CountriesServing

100+Countries

CARS SOLD In U.S. & Canada

3 4TOUCHING

of

5

INVENTORY SOLUTIONS

MEDIASOLUTIONS

FINANCIAL SOLUTIONS

RETAILSOLUTIONS

INTERNATIONAL

Under the Hood

Operating Model Agility Data & Process

Operating Model The Pit Crew

Technology & Product

3,500DATA

CENTERS

52DEVELOPMENT

CENTERS

22

<2015 2017 H22016 2017 H1

Incident

Problem

Change

HR

Facilities

SDLC

Auction Safety

Customer

Service

Asset

Management

Field Support

GRC

Vulnerability

Management

“MIAMI” Reporting

Financial Planning

SecOps Expansion

Vendor Mgmt

Cloud Management

Orchestration

Software Asset Mgmt

Mobile Auctions

PPM & EPIC

Accounting Alignment

CMDB

Discovery

Service Mapping

Event Management

2018+

Performance Analytics

Serebro

Accelerating Service Enablement

11

You Get What You Organize For

Low Value of

Integration

Portfolio Aligned

Service Alignment

Decentralized Federated

COECOP

Retail

Solutions

Media

Solutions

Inventory

Solutions

Financial

Solutions

International

Enterprise Operations and Security

Enterprise Platforms

Enterprise Architecture & Data Services

High Value of

Integration

12

Optimize Your Budget Managing Service Performance

Service Gauge: $1.3B

Agility The Pit Stop

AGILETEAMS

350MONTHLYRELEASES

325DAY

CYCLE TIME

45

15

PPM

• Backlog Management

• Epic to Feature

• Agile Health

• Service Health

• Incident/Change Mgmt

• Activity Tracking

• Root Cause

Tools Agility Transformation & Simplification

GL TBM

SERVICE MGMT

ALM• Chart of Accounts

• CAPEX/OPEX

• Financial Reports

• Budget Planning/Trending

• Bill of IT

• Service Costing

CIO

Service Owner

EngineerCFO

• Goals to Initiative

• Initiative to Epic

• Demand Management

• Time Management

Portfolio Owner

16

Balancing Speed and Control

GL TBM PPM SERVICE MGMT

ALM

• Service Health

• Incident/Change Mgmt

• Activity Tracking

• Root Cause

Service Owner

• Chart of Accounts

• CAPEX/OPEX

• Financial Reports

CFO• Budget Planning/Trending

• Bill of IT

• Service Costing

CIO• Goals to Initiative

• Initiative to Epic

• Demand Management

• Time Management

Portfolio Owner

• Backlog Management

• Epic to Feature

• Agile Health

Engineer

Annual Thesis

Quarterly Plan

Monthly Review

Weekly/Daily Checks

17

Operations Agility

System of Engagement

Data & ProcessThe Fuel

SERVICETICKETS

47,000AWS

INSTANCES

3,000SSO CLOUD

APPLICATIONS

50

20

tr

Chase Transparency and Precision Where it Makes Sense

Complexi ty / Insight

Low High

• Customer

• Product

• Employee

MDM Transact• Billing

• Service Tickets

• SORs

Activity• Utilization (license)

• Unit (#Servers, Circuits)

Usage• Predictive

Analytics

Structured / API Less Structured

21

Executive Dashboards & Operations Performance

22

Digitizing Processes

Manheim AuctionsLeading provider of Vehicle remarketing services

Digital and Physical Auctions

Pioneered in-lane vehicle auctions

Innovator of both digital and mobile auction

platforms

Register over 7 million used vehicles annually

$46 billion in value of transactions

Safety Compliance Checklist Automation

Safety Survey

Mobile AppArea Safety Manager Audits

(April)

Reporting & Trend Analysis

Improvements

Before After

Worker’s Claims Incident Rate

6 per 100 FTE’s 4.4 per 100 FTE’s

Avg Time to Complete 4 Months including scoring

30 minutes per evaluation, with immediate scoring

Annual Claims $7 million $4.7 million

Engagement 6 Area Safety Managers -2x per year

500 employees involvedper month including the Auction General Manager

Solution Investment $75k

$36k annually in license costs

Value Outcomes

30MINUTES

2Basis Points

Reduction

Workers’

Compensation

Claims

Reduction of Time

overall to complete

the survey –

Score from 90

days to Immediate

$2.3m3000% ROI

Avg Cost

Avoidance

Annually

• Prepare and send status reports for Reporting Period

Miami Admin

• Automatic System generated notification “Updates to Miami Report for reporting period MM-YYYY”

System Notifications • Complete Status

report via link to open reports in Service Station

Initiative Owners

• 3 Business Days Reminder

• 5 Business Days Reminder

Reminder Notifications • Monitors progress

and Approves

• Reporting

Miami Admin

“Miami” Reporting Business Process

Monthly Initiative And Milestone Internal Reporting

Business Initiatives

Epic Epic Project

Miami Mobile

Value Outcomes

2MINUTES

168

Business

& Internal

Initiatives Tracked Per initiative report

20

minutes

per

report

Executive Time

Savings

~$90k annually

Up Next . . . .

Speed & Scale

Operating Model Agility Data & Process

Questions?

Meet in the ServiceNow

Booth #537

Today from 1:45 – 3:45 pm