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CMMI como acelerador de la excelencia de Centro de Desarrollo para una organización global.
Jesús Alonso García
Copyright © 2013 Accenture. All rights reserved.
Outsourcing in Accenture
Leader as Outsourcing Service Provider
• Best Outsourcing Partner following la IAOP (International Association of Outsourcing Professionals) in the last 5 years.
• Named in relevant position for Outsourcing Center in 2011 as Best Global Services y Best Business Transformation.
Accenture crea mercado para outsourcing de RR.HH. con un proveedor global de comunicaciones
Accenture firma el primer contrato de outsourcing combinado con una empresa global de ocioAbre en Bangalore el primer Delivery Center para BPO en la India
Accenture firma el mayor contrato global de outsourcing para RR.HH. con una empresa global de bienes de consumo
IAOP elige a Accenture como el proveedor de servicios de outsourcing número 1 del mundo por quinto año consecutivo
Accenture también aparece como líder de IDC MarketScape en servicios BPO de analítica de empresa
US$27 of NR245 K+ Employees120 countries40k+ people in near shore
Copyright © 2013 Accenture. All rights reserved. 3
Accenture Delivery Centers
Accenture (NYSE:ACN) is a global management consulting, technology services and outsourcing company,
• Our clients:– 94% out of Fortune 100– 76% out of Fortune 500
Copyright © 2013 Accenture. All rights reserved. 4
Spain Delivery Center
Fast Facts Established: 1992
Locations: Barcelona, Bilbao, Madrid, Malaga, Seville, Valencia and Zaragoza
Headcount: 1,100+ (4,270 in GDN for Technology in Spain)
Languages Supported: English, Spanish, French, German, Italian and Portuguese
Certifications/Standards: CMMI®-Dev Level 5, ISO® 14001, ISO® 9001: 2000, ISO 27001 SAP AMS, ITIL, PMP, OSHAS
Industries: All industries, including Alnova, Banking, Communications, Electronics & High Tech, Energy, Health, Insurance, Media, Products, Retail and Utilities
Location Highlights•Accenture Spain Delivery Center is the first organization in Europe to achieve CMMI®-Dev Level 5
Copyright © 2013 Accenture. All rights reserved.
Systems thinking
• Application Lifecycle Management. Ability to understand the system as a whole
• Application Performance, starting in the design phase
• Focus on improving the constraints
Statistical thinking
• Ability to understand the variation of the results of the process
• Forecasting the problems and focusing on improving key factors
Process thinking
• Ability to identify processes, i.e. patterns ofwork which repeat
• Performance depends on the quality of the processand focus on improving the process
Initial
• Performance depends on the people
• Focus on having many “heroes”
High Maturity in Spain DC
5
CMMI® Level 5
CMMI® Level 3
First informal assessment
CMMI® model selection
ISO® 9001 certification1996
1999
2003
2005
2008
2000
2002
CMMI® v1.2 Level 5
CMMI® v1.1 Level 5
CMMI® v1.3 Level 5 2011
Copyright © 2013 Accenture. All rights reserved.
Project Benefits:
• Optimizing the project process to maximize the probability to achieve the objectives through Montecarlo Simulation in the predictive models
• Controlling and improving critical sub-processes through statistical process control and variation causal analysis
Organization Benefits:
• Developing Lean productivity and management tools
• Quantitatively improving quality, cost and schedule, applying statistical methods with Six Sigma methodology
• Leveraging in projects the best practices and lessons learned in previous experiences
(*) LMIS stands for Lean Management Information System and is the Analytical Management tool used at Spain DC to help project achieve their business goals
High Maturity delivering projects and services
6
CMMI®-led and LMIS(*)-driven high maturity at Delivery Center in Spain produces outstanding benefits, both at project and organization level:
Copyright © 2013 Accenture. All rights reserved.Copyright © 2013 Accenture All rights
reserved.7
CMMI High Maturity Analytics
The improvement of project performance (Cost, Schedule or Quality) is translated to a cost reduction for each project.
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Monthly Cost Reducion for latest projects
Solution Factory SAP BIArea Improved: CostCpk: From 0.26 to 0.31Gain: Reduced Avg Resol. time
Accenture projectArea Improved: ScheduleCpl: From 0.43 to 36.7Gain: 5.3pp on-time deliveries
High-Tech lead in EuropeArea Improved: CostCpk: From -0.29 to -0,09Gain: 0.2pp on cost variance %
European Governmental OrgArea Improved: CostCpk: From -0.10 to 0.21Gain: CV% from -0.3 to -0.1
Copyright © 2013 Accenture. All rights reserved.Copyright © 2013 Accenture All rights
reserved.8
Benefits (I)
Spain DC – Several Clients Improvements (80+ clients)
Predictive models provide with invaluable information to reduce the risk of issues in a project, as the source of some potential problems can be handled properly in an initial stage
Use of analytics techniques give a better insight on project normal issues and the possible cause, avoiding taking actions based on responsible “feelings” or perceptions
These analytics tools are totally integrated in LMIS (Lean Management Information System), what makes this information automatically available in the project responsible inbox, and facilitate the management of derived actions to resolution
Acquired knowledge can be used as a differentiation factor from our competitors, so it has been included as a service to allow other Accenture units to take this advantage.
Through predictive analytics, we not only better manage the present, but also increase the probability of future success. In doing so, we become Predictive Enterprise.
Copyright © 2013 Accenture. All rights reserved.Copyright © 2013 Accenture All rights
reserved.9
Benefits (II)
Improved management based on best practices Best practices from ADM, PMI, CMMI, Lean Six Sigma Single database to store all management data Based on industry tools selected by ADT Collection of templates based on ADM with additional
functionality Web Service and batch components to fill the gaps
Significant reduction of management overhead Management plans become records in the database Management plans instruct the behavior of the system Time sheets validated with complex business rules Checklist uploaded in the database at no cost MS-Project updated daily by the batch Daily communication automated by the mailer
Spain DC – Several Clients Improvements (80+ clients)
Copyright © 2013 Accenture. All rights reserved.Copyright © 2013 Accenture All rights
reserved.10
Benefits (III)
Spain DC – Several Clients
Improvements (80+ clients)
Continuous improvement enabled by the system Support to high maturity process areas Database designed to facilitate statistical analysis Architecture can be extended with additional metrics and reports
Example of LMIS predictive model resultExample of LMIS control chart
Example of LMIS capability chart Example of LMIS box plots
Spain Delivery CenterAlways Ahead
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