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© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved.
Abhay PrasadSenior Manager, VTG Customer Business Transformation
Aarti MittalManager, Collaboration Business Technologies
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 2
Introductions and WebEx Social Overview
The SW Development Imperative at Cisco
Transforming SW Development with WebEx Social
Business Impact
How to Capture this Exponential Business Value
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 3
A Comprehensive Collaboration Platform
Content Management
Social Tagging
People, Communities, Information, Search
Click to:Call, IM, Meet
PersonalDashboard
DirectoryProfile
Blogs, Wikis,Forums
Video
CommunityTeam Space
UC-EnabledBrowser
Policy andSecurity Micro-Blogging
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 4
Next Generation Enterprise Collaboration Platform
Social
Business Process
Content/Documents
Communication
Open Standards and API’s To Integrate With
Business Systems
Built-In IntegrationTo Real-Time
Communications
Built-In Integration With Content/Document
Management Systems
Cisco WebExSocial
Out-of-Box Enterprise Social Software For The
Desktop and Mobile Devices
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 5
Powered By Context and Always Actionable
Micro-Blogging
Blogs, Wikis, Forums, Posts
Dynamic Communities
Search AcrossPeople and Information
Directory Profile
Click to: Call, IM, WebEx
XMPP-Based Presence
WebCommunicator
Visual Voicemail
Video
Activity Feeds/Notifications
3rd PartyUC Integrations
Enterprise Social Software Unified Communications
Social Graph
OpenSocial
Content Mgmt Integration
Semantic RDF Store
Embedded Policy Management
Management
Architectural Highlights
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 6
Introductions and WebEx Social Overview
The SW Development Imperative at Cisco
Transforming SW Development with WebEx Social
Business Impact
How to Capture this Exponential Business Value
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 7
Product Development Imperatives
• Accelerated time to market: Build new solution from scratch and rapidly bring to market
• Control Costs through operational excellence while increasing flexibility and scale
• Effectively engage key stakeholders across Cisco
Ensure that solution was developed working closely with Cisco IT and Collaboration Business Technologies teams – who understood internal needs
• Foster a culture of innovation and quality while attracting and motivating world-class talent
Business Unit Needs
• Deploy Agile Software development methodology successfully in a distributed team environment
• Drive engineering team productivity
• Speed new employee training and time-to-effectiveness
• Reduce process latency
• Provide improved visibility to key stakeholders
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 8
Progress on Imperatives Requires Resolution of Across Multiple Teams
WebEx SocialSoftware
Development Cross Functional Team
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 9
Introductions and WebEx Social Overview
The SW Development Imperative at Cisco
Transforming SW Development with WebEx Social
Business Impact
How to Capture this Exponential Business Value
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 10
• Personal Workspace providing access to team member activities, UCtools, and business applications like Rally
• Customizable Virtual Personal Workspace provides one point to access all team activities, documents, business applications
• Reduces time spent in reaching out for individual updates
• Shortens time to identify potential bottle-necks
More Effective Program Management with PM Time Freed Up for Trouble-shooting Critical Issues
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 11
• Communities leveraged to manage initiatives like Beta Testing programs
• Significantly eased feedback capture: Reduced time to collect, collate and share; feedback duplication reduced
• Streamlined and sped-up prioritization of feedback
• Community becomes “golden source” of information— less time spent replying to multiple duplicate requests for information
More Effective Program Management with PM Time Freed Up for Trouble-shooting Critical Issues
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 12
More Effective Program Management with PM Time Freed Up for Trouble-shooting Critical Issues
• Receive targeted activity updates through Activity Streams automatically
• Status Reviews done via posts eliminate time spent in manually gathering team updates
• Initiative updates collated in a few minutes versus 6-8 hours
• Participants able to review updates beforehand
• Meetings focused problem resolution versus providing updates
Relevant updates received in Activity
Streams
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 13
More Effective Program Management with PM Time Freed Up for Trouble-shooting Critical Issues
• Embedded UC and Webexcapabilities foster real-time communications driving productivity and reducing process latency
• Reach out in real-time to team-members using embedded Presence and Click-to-Collaborate capabilities
• Increased rate of synchronous collaboration—reducing latency associated with email’s request-response cycle
Click to IM, call desk or mobile phone, start
webex meeting
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 14
Streamlined Requirements Gathering and Feature Prioritization
• Single source of truth for feedback from customer meetings
• Improved and earlier engagement of engineering and user experience teams
• Quick and easy access to key applications (e.g., Rally) within WebEx Social
• Streamlined requirements management process using posts to finalize on user stories
• Reduced time preparing for executive review meetings since all information is in one place
Ability to access Rally (SW requirements tool) within WebEx
Social creates true single workspace for Product Managers
Social video used for documentation, and more effective
user training
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 15
Effectively collaborate on design specs
• Natural affinity with Agile process
• Team has instant visibility and access to see what is being done and has the opportunity to get involved in it
• Living document, higher confidence in material and content
Reduced Design Iterations as Feedback is now Richer, from a Broader Team and is Received Earlier
Increased Transparency UE design tools (e.g., Fireworks) not available to/used by Engineering or Product Devp.
With WebEx Social, UE able to share designs easily and earlier -results in earlier input into development and QA processes, tighter feedback loop, faster design validation
Easy sharing of designs within and outside UEteam through posts,
communities and comments
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 16
Reduced Design Iterations as Feedback is now Richer, from a Broader Team and is Received Earlier
Effectively collaborate on design specs
• Natural affinity with Agile process
• Team has instant visibility and access to see what is being done and has the opportunity to get involved in it
• Living document, higher confidence in material and content
Silo-busting to reduce
design changes
• Open Posts invite wider readership and participation
• Allows extended team members to share and highlight issues informing the design much earlier in the process
Silo-Busting Earlier and richer feedback from within and outside the UEteam and even outside ECPBU. Design specs finalized within 6 weeks instead of 8 weeks
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 17
Reduced Design Iterations as Feedback is now Richer, from a Broader Team and is Received Earlier
Effectively collaborate on design specs
• Natural affinity with Agile process
• Team has instant visibility and access to see what is being done and has the opportunity to get involved in it
• Living document, higher confidence in material and content
Silo-busting to reduce
design changes
• Open Posts invite wider readership and participation
• Allows extended team members to share and highlight issues informing the design much earlier in the process
Track UE issues vs.
Specifications
• Ability to track open UE issues
• Transparency results in driving faster work—the Post becomes a rallying point for developers
Track UE issuesQuick visibility into open UE issues
Cross-team visibility drives faster resolution of open tasks
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 18
Faster Development through Wide Visibility Into Task Status and Accelerated Interactions on Posts and Microblogs
Engineering Teams Leveraging Quad In Multiple Ways
1. Tight team alignment through posts and team communities
2. Bug Tracking Tool portlet allows engineers to bring information into common workspace
3. Expertise search allows team to tap experts outside immediate team/geography
4. Comments on micro-blogs and posts enable rapid response from anyone in the team to an issue
• Driving 1-2 hours per day productivity per engineer
• Up to 20% reduction of time required for task completion due to reduced need for overhead activities, e.g., status update meetings
• ~40% reduction in time required for system upgrades due to superior swarming capability enabled by WebEx Social
Engineers able to see updates from cross-functional
colleagues in activity feed
Issue identified by team member outside
of regular testing process
Draws attention of members of PM and engineering teams
Engineer with expertise fixes issue even without formal task assignment
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 19
Rapid Swarming Response Leveraging WebEx Social Speeds Bug Fixing
• Posts shared with QA and engineering teams eliminates time spent in manually gathering updates
• Facilitates rapid swarming response to urgent issues
• Visibility into task status—developers reach out to help others with open issues once own tasks completed
• Comments on micro-blogs and posts foster accelerated interactions and shorten turnaround times
• Single Post to manage Guerilla test• Issues tracked and visible to all in one location• Significantly reduced consolidation efforts
Today results and action items from a stress test are collated across 20-30 people in an hour…. the same would have taken us at least 4 hours in the past”
— Joseph KhouriWebEx Social Director of Engineering
“
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 20
Direct Employee Engagement, Improved Team Alignment and Ability to Spot Emerging Issues Earlier
• Improved productivity, internal communication, and organizational alignment
• Ability to track key metrics from across the business unit
• Increased visibility into deepest levels of organization
– Micro-blogs, posts and comments can provide an early warning into emerging problems
– Increased ability to spot and engage talent at all levels
• Accelerated decision making -leveraging Click-to-collaborate and comments capabilities
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 21
Introductions andWebEx Social Overview
The SW Development Imperative at Cisco
Transforming SW Development with WebEx Social
Business Impact
How to Capture this Exponential Business Value
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 22
Tangible Benefits
Speed
Scale
Flexibility
Replication
• Faster time–to-market : Enabled first major release within 12 months vs. 2-3 years
• Average ~55 minutes per day of productivity captured across ECP BU
• Productivity gains driving greater on-the job training, more time spent de-bottlenecking, higher quality
• Enhanced visibility into cross-functional team activities
• Improved planning capability for downstream activities
• Scalability, open architecture and customizability enables easy replication to other Cisco product development teams
Increase in 5 year NPV
Employee productivitycaptured per year
CDO employee productivity
potential with 15 min/day savings
release cycles versus 3 years for some competitors
* Estimated using 12% WACC. Using 18% WACC yields a $33M increase in the 5 year NPV
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 23
WebEx SocialSoftware
Development Cross Functional Team
HOURS PER WEEK7.8
HOURS PER WEEK0.8
HOURS PER WEEK5.4
HOURS PER WEEK1.3
HOURS PER WEEK3.8
HOURS PER WEEK3.5
• Post• Watchlist• Search
• Post• Watchlist• Search
• Post• Community• Microblogs
• Watchlist• Search• Embedded UC
• Community• Post • Embedded UC
• Post• Watchlist• Activity Stream
ECP BU Employee Time Savings by Functional TeamMost commonly used
WebEx Social features
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 24
Email Traffic Message Size
*October 2010 data not available
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
Jan-
10
Feb-
10
Mar
-10
Apr
-10
May
-10
Jun-
10
Jul-1
0
Aug
-10
Sep
-10
Oct
-10
Nov
-10
Total Monthly Email
0
1,000,000
2,000,000
3,000,000
4,000,000
5,000,000
6,000,000
7,000,000
Jan-
10
Feb-
10
Mar
-10
Apr
-10
May
-10
Jun-
10
Jul-1
0
Aug
-10
Sep
-10
Oct
-10
Nov
-10
Total Physical Volume (KB)
Decline in email traffic and message size continued through second major release in Nov showing effectiveness
and stickiness of the platform
Average 38% reduction in email volume following major release in June
when critical user friendly features were added driving adoption
(38%)Jul-Dec vs
Jan-Jun(43%)
Jul-Dec vsJan-Jun
Email usage trends in ECP BU: Program Management and Engineering sample set
Major Feature Rich Release
Second Major Release
Major Feature Rich Release
Second Major Release
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 25
Intangible Benefits
Speed
Scale
Flexibility
Replication
• Faster time to market likely to drive higher market share potential
• Accelerated decision making through enhanced visibility into performance metrics and initiative status
• Greater organizational alignment
• More efficient leveraging of expertise
• Busts silos: Facilitates easy sharing of information across cross functional teams generating richer feedback and reducing cycle time
• Greater agility through more effective and faster (viral) communication of changes in strategy and direction
• Facilitates best practice sharing
• Fosters continuous improvement culture
• Promotes idea generation, especially as trends are captured and synthesized
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 26
Introductions and WebEx Social Overview
The SW Development Imperative at Cisco
Transforming SW Development with WebEx Social
Business Impact
How to Capture this Exponential Business Value
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 27
Process Plan Platform Leadership
Invest in Change Management
Build Systematic Overall
Deployment Plan
Needs to be Open, Scalable, Interoperable,
Secure
Rethinking Teaming and Leadership
BusinessProcesses
25-30%Cost Savings
InternetBusiness
Applications
BusinessProcesses
6-9%Cost Increase
InternetBusiness
Applications
• End Vision Architecture
• Corporate Standard
• Roadmap
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 28
Critical Success Factors
Keys to Success
• Executive Sponsorship– Drive accountability and
culture change– Operations leadership to develop
the process change– Sales, Marketing, Engineering,
and AT commitment
• Resource Commitment to the Implementation
• Evangelists Within the Organization
• Measuring improvement in metrics
• Communication—Plan, Progress, Success Stories
Collaboration success depends on three things: changing the business process, technologyleverage, and culture change”
— John ChambersFY09 GSM
“
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 29
Cisco WebEx Social High Level Architecture
Clients
Develop End Vision Architecture for Enterprise Collaboration
SocialCollaboration
OpenInterfaces
UC Integration
SemanticFeatures Video
WebEx Social Application Framework
Virtual Data Layer
Deployment Infrastructure
CollaborationData Store
Social GraphStore
SearchIndex
DocumentStore Se
curit
y/Po
licy
Serv
icea
bilit
y
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 30
WebEx Social leverages Cisco’s Integrated Collaboration Platform facilitating Easy and Effective Collaboration and easing user adoption
WebEx Social
Cisco Unified Presence 8.0
and later
WebEx Conferencing
Cisco IPCommunicator
Cisco Show and
Share
Cisco IPEndpoints
Cisco IPContact Center
Cisco TelePresence
ClientServices
Framework
UnityConnectionVoicemail
Cisco UC Manager 7.0
and later
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 31
The Role of Leadership in Fostering Collaboration
Automated, Mechanized Transaction Process
Understanding of Business
Enabling Human Collaboration, How Work Gets
Done, Community Focus
Formal structures, Departments, functions,
hardwired processesFocus of Impact
Communities of Work, Social Networks, Intra/Extra-Company, Customers
Enforce Enterprise Standards Policy Approach Proliferate the Most Adopted Enabling Technologies
Planned Rollouts Based on Roadmaps
Technology Deployment
Experiment, Scale and Deploy Based on Usage and
Adoption
Top-down, Efficiency, and Consistency Oriented
Decision-Making
User-centric, Usage and Effectiveness Oriented
Labor-capital Tradeoffs, IT Productivity/ROI Efficiency,
Throughput
Economics of Impact
Labor and Capital, Total Factor Productivity,
Effectiveness, Outcomes