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How to gain Agility,Transparency andbetter Servicetmforum live! 2015Nice, June 3rd 2015
AgendaCapgeminiFacts & figures
The ImplementationAgile approach with fast feedback cycles
VodafoneFacts & figures
The ProjectE2E Overlay for enterprise customers enabled business
TakeawaysBenefits and lessons learnt
VodafoneFacts & figures
4
What characterizes us• Vodafone Group: established in 1984 in Newbury, United Kingdom• Vodafone is one of the world’s largest telecommunications companies and provides a range of
services including voice, messaging, data and fixed communications• Stakes in mobile operations in 26 countries,
partners with mobile networks in 55,and fixed broadband operations in 17 markets
• A total of about 446 million mobile customersand 12 million fixed broadband customers around the world
• A global employer of approximately 91,000 people• One of the largest companies in the world• Second most valuable brand in Europe
• For more information, please visit: www.vodafone.com
Globally at home. Infinitely active.
5
Everything from a single source
Implementing the vision “Digital Vodafone Germany” – pioneers of the mobile world
Vodafone Germany• Integrated communications group offering mobile radio,
fixed network and broadband services,mobile data services and TV from a single source
• 14,000 employees• Sales revenues: € 11 billion• Approximately 45 million mobile and
fixed network customers• Roughly 25 percent of Vodafone
Group‘s earnings
CapgeminiFacts & figures
Revenue by business Revenue by industry
Operating margin : € 970 million Operating profit : € 853 million Profit for the year attributable
to shareholders : € 580 million Net cash and cash equivalents : €1,218 million
Capgemini - A strong group (2014 full year)Revenue 2014: €10,573 million Cap Gemini S.A.” is a member of the CAC40,
listed in ParisISIN code: FR0000125338
Note: Our brand name is “Capgemini” but the nameof our share on the stock exchange is “Cap Gemini S.A.”
4%
56%26%
15%
ConsultingServices
ApplicationServices
LocalProfessionalServices
OtherManagedServices
Energy, Utilities &Chemicals
FinancialServices
Others
Public Sector
Telecom, Media &Entertainment
Customer Products,Retail, Distribution &Transportation
Manufacturing,Automotive & LifeSciences
12%
22%5%
22%
8%
17%
14%
7
Capgemini - 40+ countries and 120+ nationalities(As of December 31, 2014)
Almost 145,000people worldwide
NorthAmerica10,384
Latin America10,268
Europe62,035
Middle-East &Africa1,164
Asia-Pacific59,792
8
The ProjectE2E Overlay forenterprise customersenabled business
Vodafone: Excellent connections for companiesThe Challenge: support dedicated Enterprise Business processes for best customerexperience
Relevant Growthfor years
BusinessTransformation
ongoing
IT-Strategysupports
Transformation
10
Vision of ChangeDigitalizing customer requests & orders will drive the excellence of our lifecycleprocesses
CommercialFulfilment
TechnicalFulfilment
Product Portfolio& Product
Specifications
Product Portfolio& Product
Specifications
Customer Data &Sales AssignmentCustomer Data &Sales Assignment
Standard PriceStandard Price
AvailabilityInformationAvailabilityInformation
Sales Management
CleanDigital
Request /Order
Transitions toCustomer Lifecycle(Online, Cust.Care)
User ProfileUser Profile
Offer Configuration /Guided Selling
Generate CleanRequests
CommonEnablerin Place
RequestOrchestration Run
Online Self Service
Cross-Channelautomation ofcustomer care
workflows,interaction and E2E
processes
Transparent andproactive technicalSLA and incident
management
11
Customer getsproduct faster
Customerexperiences“First Time
Right”
Customer isunderstood and
informed
Customer getseasy buyingexperience
• 360 view on customer in Sales and Service – know customers situation and needs• Offers focused on customer‘s needs• Cross channel service journey & cross chanel status information
• Significant increase in number of orders and requests without errors and clearings• Offering of feasible products only
• Significantly quicker fulfilment of customer‘s orders and requests• Elimination of manual interfaces and workarounds• Increased sales efficiency
• Clear presentation of product portfolio and intuitive guidance for offer & orderconfiguration
• Fully automated and paperless end-to-end processes• Transparent end-to-end orders and trackable end-to-end SLAs
SELL BUILD RUN
Impact on Customer ExperienceImplementing the vision “Digital Onboarding” will lead to superior customerexperience
12
Enterprise IT - general approach IT ArchitectureFrom initial situation to future mode of operations.
0. Initial Situation• Legacy dominated• Enterprise Business based on Consumer• Multiple systems / manual interactions
1. Enablement• Process oriented frontends• End-2-End approach• Business Process Management enabled
• Frontend stable and decoupled• Core function separation• Optimization / Replacement
2. Decomposition
3. Endstate• Roadmap to Target• Optimization / Replacement completed• Reuse of capabilities and overlay
• Incremental Strategyto supporturgent needs
• Limited risk
• Decoupling supportsmost futureoptions for legacy stack
13
The ImplementationAgile approach withfast feedback cycles
• Tough time schedule– Fast business benefits (customer experience) expected
• Align with stakeholders from multiple divisions– Operational departments with different working models– External partners– IT– Business stakeholders
• Integrate into Local IT Systems– Automated interaction with– Provide secure access for internal departments and external partners
Challenges for the Implementation
15
Solution overviewCase Management System as core of the solution
16
Design sessions in fixed cyclesEnforces design results in reliable time horizon
17
Mo Tu We Th Fr
WS PBprep approveprep
Mo Tu We Th Fr Mo Tu We Th Fr Mo Tu We Th Fr
rework finalize
Mo Tu We Th Fr
2 weeks fixedcyclesEvery two weeksa new cycle starts
WS PBprep approveprep rework finalize
prep
InterleavedstreamsTwo parallelstreams with 1week delay. WS PBprep approv
erework finalize
WSprepprep rework ...
EfficientOnly one team on
Vodafone sideneeded
approveprep
approveWSprep
PB WSPB
WS: Workshop – PB: Playback session
Time schedule for Release 1Very fast start secured the overall time schedule
18
Month 1 Month 2 Month 3 Month 4 Month 5
Stream AStream B
IntegrationStart parallel to Sprint3
UsersOperations
4 ½monthsAcceptance
With realusers
DesignIn 2 interleavedparallelstreams
ConstructionStart after 2weekswith offshoreteam
Sprint 1Week
6
Sprint 2Sprint 3
2x
TakeawaysBenefits and lessonslearnt
• All possible cases modelled• Enablement for ongoing transformation• Foundation for step-by-step automation
Cornerstones of our project Benefits forour Vision
20
CustomerExperience
&Business Case
DigitalAgenda
Foundationfor BPM
• Improved customer experience• Efficiency improvement / First-time-right• Time-to-market through configuration
• Structured approach to complete digital agenda• Create convergent customer centric view• Improve organizational efficiency by E2E
approach
Key takeaways
21
Every long way starts with the first step Use of tmforum material speeds up the process and provides foundation for
collaboration among partners First think and prepare then act Timeboxed design cycles ensure reliable start of implementation Quick result satisfies business users / partners Agile approach with many benefits but be careful if interfaces are developed based on
releases
Contact
Jens FudickarHead of Enterprise BPM CompetenceGroupVodafone [email protected]
Dr. Andreas LampenHead of Business TechnologyTelecommunication, Media &EntertainmentCapgemini [email protected]
Thank you.
Enterprise Business IT-OverlayOverlay allows customer and user oriented seamless processes
24
Customer Self CareCustomer Self Care
Solution CatalogueSolution Catalogue
Local Customer HubLocal Customer Hub
BPA – Business Process AutomationBPA – Business Process Automation
DigitalOrderDigitalOrder
ProductsProducts
Customer DataCustomer Data
Lead &Prospect
Mgmt.
Lead &Prospect
Mgmt.Digital
ProposalDigital
Proposal
BUILDSELL RUN
BillingBillingOpportunity
Mgmt.Opportunity
Mgmt.Comm.
FulfillmentComm.
Fulfillment
InputManagement
InputManagement
CaseManagement
CaseManagement
CustomerCare
CustomerCare
Order &Contract
Mgt.
Order &Contract
Mgt.ServiceConfig.ServiceConfig.
IncidentMgt.
IncidentMgt.
ServiceMonitoring
ServiceMonitoring
OnlineBillingOnlineBilling
AvailabilityCheck
AvailabilityCheck
TechnicalFulfillmentTechnicalFulfillment
ServiceManagement
ServiceManagement