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OutSystems South AfricaCase study
www.outsystems.com© OutSystems. All Rights Reserved
Business Requirement example
Customer Servicing• Authenticate customer via all channels (include voice biometrics)• Multi-dimensional customer segmentation• Customer analytics (needs & prefences)• Case Management• Customer & Supplier Self Service
Develop end to end Customer Experience Service
www.outsystems.com© OutSystems. All Rights Reserved
Customer Experience Vision
Backend Services
Business Process Optimization
Customer Experience Management
Customer Engagement
Contact Centre
Mobility
Communication PreferencesService
Segmentation
PaaS
Integration as a service
Business Process Engine
Omni-channel
Marketing
Scalability Extensibility Single Sign-on Data Aggregation
Social Customer Acquisition
Channel UsageAnalytics
Composite Applications
Business Activity
Monitoring
Unified Communications
SOA
Voice Biometrics
Task Management
4
What is…• Important• Innovation
– Is it only technology innovation?• Entrepreneurship• Money• Cloud
– Is it more than the internet?• Mobility• Big data• Business Model
Whats Important?
5
One ring?
• Discipline• Resources• Differentiation• Know your customer
• Why would they buy from you?• What really sticks?
• You need to be different
"Why?" is the most important question, not asked nearly enough.
• Hint: "Because I said so," is not a valid answer.– Why does it work this way?– Why is that our goal?– Why did you say no?– Why are we treating people differently?– Why is this our policy?– Why don't we enter this market?– Why did you change your mind?– Why are we having this meeting?– Why not?
The 5 Whys: just keep asking "Why?" until you get to the true
cause of a particular situation
or problem.
What is Innovation?
8
Time to market – a moment in time • You don't need more time, you just need to
decide.– ask for signoffs and to push forward, relentlessly
• Avoid fear by having a fear of fear.– do things that are safe but feel risky, to gain a signfiicant advantage in the
marketplace
• Minimum Viable Product– but there’s also a ”long tail”
Scrum ?Sprint Plan
Develop
Test
User Testing
Release
User Story
Analysis
Support User Feedback
ProductManager
Feature Definition
Less is MoreThe Value of an iterative Approach
Features and Functions Used in a Typical System
Source: Standish Group Study Reported at XP2002 by Jim Johnson, ChairmanSource: Standish Group Study Reported at XP2002 by Jim Johnson, Chairman
Think Big
Time to value ?
Start small
Scale Fast
Ongoing value
What is entrepreneurship?
13
Entrepreneurship => impactInnovation is something else entirely. Many entrepreneurs use an innovation to make an impact, but the hard part, the part that we're rewarded for is engaging with the user, the audience, the market. Bringing something to people who didn't think they wanted it, know about it or initially welcome it, and make a difference.
We're not teaching tactics or skills. We're not teaching spreadsheets or finance or even marketing. We're trying to get people to the place where they care enough and where they are confident enough to stand up and make things change.
Don't tell me what you invented. Tell me about who you changed.
Seth Godin:
What is money?
15
It's a method of exchange, a unit we exchange for something we actually need or value. It has worth because we agree it has worth, because we agree what it can be exchanged for.
But there's something far more powerful going on here.
We don't actually agree, because each person's valuation of money is based on the stories we tell ourselves about it.
Our bank balance is merely a number, bits represented on a screen, but it's also a signal and symptom. We tell ourselves a story about how we got that money, what it says about us, what we're going to do with it and how other people judge us. We tell ourselves a story about how that might grow, and more vividly, how that money might disappear or shrink or be taken away.
And those stories, those very powerful unstated stories, impact the narrative of just about everything else we do.
So yes, there's money. But before there's money, there's a story. It turns out that once you change the story, the money changes too.
Seth Godin : Money isn't real …
From the customer’s view
17
The future is here – Cloud ?
Public Cloud & Shared
Services
Private Cloud & Dedicated ServicesCustomer On-premise
Game changer ?
Public Cloud & Shared
Services
Private Cloud & Dedicated ServicesCustomer On-premise
Legacy, Control & Agility
Savings, Control &
AgilityCommodity & Savings
Cloud Computing is a production method where the Services are presented;• on-demand• self-provisioned• scalable And;• billed per logical unit used
Cloud Computing – one definition
IT-services delivered;• on-premise• off-premise independent of the traditional perpetual licensing models with focus on the services delivered as a • subscription based expense and not the licenses or technology required to deliver the services.
Software as a Service
The Hype of the Cloud
SaaS
Cloud Computing
SaaSIT-services delivered;• on-premise• off-premise independent of the traditional perpetual licensing models with focus on the services delivered as a • subscription based expense and not the licenses or technology required to deliver the services.
Cloud ComputingA production method where the Services are presented;• on-demand• self-provisioned• scalable And;• billed per logical unit used
Perpetual
Hosted Platform
Perpetual
Local Infrastructure
On
Pre
mis
eO
ff P
rem
ise
Traditional IT delivery
ASP
Application Streaming
Subscription
Local Infrastructure
SubscriptionServiceson
premise
SaaS-it Evolution model™ The customer’s view
Multi-TenantPlatform
Subscription
Single-TenantPlatform
Subscription bPaaS
aPaaS
IaaS
Cloud Services
It’s all about who the
customer is- AND more
importantly - what the
customer is asking for
Perpetual
Hosted Platform
Perpetual
Local Infrastructure
On
Pre
mis
eO
ff P
rem
ise
From a customer
perspective
All is SaaS
24
What will the Cloud deliver?• Speed• Agility• Cost savings • Predictability• Security (can you do it better?)• Scalability• Resilience• Less license compliance issues• Eliminate piracy – protect your IP
To understand customers we need to learn from the best…
What Coca-Cola does
Factory Use Wholesalers
Multiple outlets
Sales & Marketing support
Outsourcing of production
Nobody knows how it is made
In Cloud Services we will see
DataCentersDistributors/Aggregators
Offline/online Channels
Sales & Marketing support
Outsourcing/Syndication
Nobody knows how it
is made
Understand customers’ Needs & Pains
The Daily life of a customer - IT perspective
Accounting & Administration Customers Communication
Content Web Presense
ProductionProductsServices
The Daily life of a customer - in tech speak
Accounting & Administration Customers Communication
Content Web Presence
ProductionProductsServices
ERP CRM Mail, VoIP, Communicator
Sharepoint Website Special Applications
Why are pains so important?
“Your focus determines your world”Facts rule! • The one with the most facts wins the argument!• Tech specs are some of the most impressive facts ever.• These features are so neat that you should buy the product just to get them.
Value sells!• With this product/feature your company will gain (the ability to…)• You can achieve higher productivity by utilizing ……• You can reduce time, effort and possible errors by…..
But my Pains and priorities are….• My only focus at this moment is…
• So important I won´t consider your offering right now…• The only things I care about, or I will loose my job…
Pushing technology
Wanting solutions – the PULL
What drives the adoption of
”as a Service”
Maintenance
Innovation
Why “as a Service”
Managed internally
Hardware
Middleware
Application
Business Process
Scope of Activities IT budget/Effort
≈
Hardware
Middleware
Application
Business Process
Scope of Activities IT budget/Effort
InnovationInternally Managed
IaaS&
HaaS
Maintenance
Vendor Management
InnovationInternally Managed
PaaS&
IaaS&
HaaS
Maintenance
Vendor Management
Innovation
Internally Managed
SaaS&
PaaS&
IaaS&
HaaS
Maintenance
Vendor Management
≈
What is mobility ?
34
Why hasn't the whole cell phone industry exploded?
Not the "use a portable phone to call people" market. That market is doing great, everyone knows how to use a phone and a cell phone is just a better solution to that problem for a lot of uses.
The entire "data in my pocket" or "fundamentally different kind of interaction" business. For years, everyone has been talking about the coming goldmine in mobile.
We've been trying to solve the wrong problem.
Take a look at virtually every giant online success (except for Amazon) and none of them were obvious in 1992.
I think we're going to discover a whole new universe of cell phone services that people want to pay for, things that we won't be able to live without. Like... ringtones.
Mobile doesn't have a problem. We (the marketers and the entrepreneurs) do.
Mobility : a moment in time
What is big data?
36
http://www.commoncraft.com/video/big-data
What’s your business model?
38
Value?
What excites our customers?
How do we create value
for our customers?
How do we earn
money?
Who is on our team?
How will we pursue value?
Value proposition
Culture and values
Value architecture
Revenue Model
http://www.slideshare.net/metamorphbiz/what-is-business-model-innovation
Technology?
Technology Value
Business strategy
enables
defines
creates
Business model
X
www.outsystems.com© OutSystems. All Rights Reserved
How Outsystems worksHighly Usable Web & Mobile Enterprise Applications, Fast!Build, Deploy, Maintain, Operate and Change, and Change, and Change…
Go-live 3x faster
With 1/3 of Annual Costs
www.outsystems.com© OutSystems. All Rights Reserved
How Outsystems works
Cloud / web
services
Your code and apps
Your systems
Your data
Your current domain
www.outsystems.com© OutSystems. All Rights Reserved
How Outsystems works
Cloud / web
services
Your code and apps
Your systems
Your data
Your current domain
www.outsystems.com© OutSystems. All Rights Reserved
How Outsystems works
Cloud / web
services
Your code and apps
Your systems
Your data
Your current domain
www.outsystems.com© OutSystems. All Rights Reserved
How Outsystems works
Cloud / web
services
Your code and apps
Your systems
Your data
Your current domain
www.outsystems.com© OutSystems. All Rights Reserved
How Outsystems works
Cloud / web
services
Your code and apps
Your systems
Your data
Your current domain
www.outsystems.com© OutSystems. All Rights Reserved
IT dev-ops & Innovation “in a box”The OutSystems® Platform is a complete application delivery platform to develop, manage and change enterprise web and mobile applications.
It works on top of your favorite middleware stack and scales from small applications to large enterprise installations with hundreds of thousands of users.
The OutSystems Platform combines high productivity, change management and full application lifecycle capabilities to enable your IT department to address the core problem of continuous application change.
Delivery Profiles & Teamoutsystems
DeveloperThis role will master the OutSystems Agile Platform technology in conjunction with modern software engineering practices for developing web business applications in the context of agile projects.
Delivery ManagerLike a Scrum Master, this role will enable and keep the development team focused on the delivery of the solution and will provide guidance in the use of agile methods. The Delivery Manager is equipped with the technical and architectural knowledge required to lead the delivery of agile projects using the Agile Platform.
Engagement ManagerLike a Scrum Product Owner, this role will work with the agile delivery team to ensure that the solution is delivered according to right business needs. The Engagement Manager is equipped with the required skills to coordinate with multiple, dispersed business sponsors to ensure the business needs are met by the final solution. He is also responsible for producing the demos to the stakeholders.
Delivery Profiles
www.outsystems.com© OutSystems. All Rights Reserved
EngagementManager
Biz +++Agile +++Tech +
DeliveryManager
Biz ++Agile +++Tech +++
Developer
Biz +Agile ++Tech +++
Business Sponsor
Biz +++Agile +Tech 0
Business Manager
Biz ++Agile ++Tech +
Key User
Biz +++Agile ++Tech 0
DeveloperDeveloper
• Responsible for the project• Final decision maker• Key role for success
Leveraging Business KnowledgeProject Team
• Timeline management• Process issue resolution• Interface with third parties
• Business analysis• Testing and Feedback
• Client management• Business analysis• Feature negotiation
• Architecture definition• Project management• Development team management
• Development• Testing
Agile Platform ExpertExpert consultant to provide advice and guidance on specific and complex technical situations such as, application’s usability, architecture, performance, scalability, manageability, reliability, and support on advanced usage of the OutSystems technology.
ArchitectArchitecture consultant to provide advice and guidance on software architecture, hardware capacity planning, integration, hardware and base software, security advice, and impact on performance and scalability.
Delivery Profiles
QA ExpertConsultants that assess the quality of the project through the application development and delivery life-cycle in order to avoid business user dissatisfaction and potential project failures. This role ensures the best use of OutSystems components and guides, audits the use of software development best practices, conducting code reviews, conducts application performance reviews and load tests.
Business AnalystThis role serves as the mediator or the bridge between the delivery team and the stakeholders. Responsible for writing and reviewing requirements and helping the delivery team clarify business needs.
Program ManagerSupervises the whole delivery team assuring the project success and the proper business involvement.
Delivery Profiles
Thank You