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Best Practices for Global Collaboration



Featuring:

Tamir Avital Enterprise Customer Success Manager

Clarizen

Rachel Haim Hadas VP of Product

Clarizen


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Agenda

! " Introduction: Unleash the power of collaboration

! " The Alorica story: Collaboration to execution

! " Collaboration best practices

! " Collaboration roadmap



The Power of Collaboration


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Driving Continuous Innovation

Collaboration Purpose

VOICE TRANSPARENCY CLARITY CHANGE


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Snap collaboration into context

Deliver on serial

innovation

Create a culture of

transparency



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WORK CONTENT

DISCUSSIONS

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PROCESSES

WORK


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WORK CONTENT

WORK CONTENT

PROCESSES

DISCUSSIONS


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Work Graph

PEOPLE

CONTENT

DISCUSSIONS

PROCESS The Work Graph



The Alorica Story


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Jeff Smargon

Prince2, Director, Project Management

March 2015


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Company Overview

Opportunity Created - Results Delivered Annual Revenue $1.2B

Ownership Privately owned

Headquarters Irvine, CA

Founding Date 1999 (30 year service heritage)

Employees 48,000+

Transactions Annually

140,000,000+

Locations 80+ Domestic, Near-shore and Off-shore facilities

Languages English, Spanish, Portuguese, French Canadian, Tagalog

Diversity Largest domestic Minority Business Enterprise BPO provider

Growth 40.5% CAGR 1999-2014 Profitable

Jeff Smargon, Prince2 Director, Project Management

Alorica 3yrs / 12yrs in BPO/Retail Space

Certifications Prince2 and Six Sigma

Location Tampa, FL (Remote)

PMO Team Size 26 Project Managers in US, Philippines, Mexico, South America, Jamaica and Dominican Republic



Increasing global reach into non-US markets •" Expansion plans for Central America, Caribbean and Mexico •" Investments for in-country language support within China (pending) •" Adding EMEA and Asia Pacific language capabilities through acquisition

Continually Expanding For Our Clients

United States 14,000 seats 80% capacity

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1 Honduras - NEW 600 seats 20% capacity

1 Brazil 250 seats 90% capacity

2 Dominican Republic 1,500 seats 90% capacity

3

Philippines 3,800 seats 65% capacity

4 China 1,200 seats 85% capacity



Launching New Program - Success Roadmap M

ON

THS

•" Prince2 Based •" Collaborative •" Well planned •" Phased •" Controlled •" Risk mitigation •" Safe

•" Consistent performance •" Coach for improvement •" Standardize •" Understand policies •" Few changes to process •" Accountability •" Communication

Initial timeline

•" Identify outliers •" Determine cause •" Lean Sigma approach •" Fact based •" Collaborative

•" Improve process •" Tweak training •" Enhance limits of authority •" Enhance tools •" Increased expectations •" KPI impact

PMO

Training Operations

Quality Training

Operations PI Manager

PMO Quality Training

Operations PI Manager

Identify outliers



Project Management Trend

178 208

241

0

50

100

150

200

250

300

Number of PMO Projects

2012 2013 2014

•" Demand for Corporate PMO Increasing •" Headcount Increased from 8 to 14 PM’s with additional capacity planned for 2015



Challenge # 1 Communication

•" Communication is not shared timely •" Collaboration is mostly reactive •" Where is that email?



Challenge #2 – Enterprise Project Visibility

•" Lack of clarity on where projects are taking place •" Inability to consolidate resources for better allocation



Challenge #3 – Employee Recognition

•" Employee recognition for PM’s is low •" Executives focus on “Where are we going wrong?”

or “What happened?”



Revolution in the PMO

Collaboration

Project Execution



VISIBILITY Real-time status updates to stakeholders, including “roadmap” views showing milestone progress

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PRO-ACTIVENESS Participants receive daily task orders from the system & provide status back directly to the system. Risks, issues, requests and escalations are all managed in the system and tracked by project


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INTERNAL AND EXTERNAL COLLABORATION Ability to collaborate with external stakeholders and customers, including high level project visibility to client sponsors or direct access to client PM Taking Meeting Minutes with Action Items that are tracked and monitored.



Solutions – Collaboration Internal/External

!" Centralized interactive internal/external communication via discussion posts, emails, etc via automatic creation.

!" Repository for files, emails and other materials eliminating disparate project materials

!" Real-time collaboration ensures timely responses to critical activities

!" Created lessons learned repository via group discussion for Project Managers – automated upon project completion.



Solution - Gamification



Improved Collaboration = Shorter Projects



Engaged Executive Team



Lessons Learned – Repeatable Processes



Employee Recognition



Social Best Practices


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Team Collaboration Knowledge Sharing & Problem Solving



Team Collaboration

Reduction of Issues Response Time During

the Release of V6

50%



Team Collaboration Knowledge Sharing & Problem Solving

Share discussions in other threads in context



Team Collaboration Beta Feedback Process



Team Collaboration Topics for Knowledge Management Classify discussions or any other objects



Customer 360 Overview Get Full Overview of Your Customer Journey



Documents Review & Audit Share Documents Throughout the Execution Lifecycle



Activity Stream Configure and Keep on the Pulse for Critical Updates

Push update on new FR



Activity Stream Configure and Keep on the Pulse for Critical Updates Constant updates on increasing demand

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Activity Stream Configure and Keep on the Pulse for Critical Updates Global & Project Settings


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! "Clarizen desktop app ! "Email

•" Reply to or post directly to group’s email

•" Setup your global notification preference or per group through the “notify me” setting

! "Clarizen new mobile app

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Collaborate Through! Participate in Social Discussions Through..



Collaboration Roadmap


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Increase Organization Productivity Through Enhancements of Everyday Activities


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! " Ability to invite from a customer’s contacts as external collaborator, either manually or in bulk

! " Leveraging on the new Profiles module, external collaborators will

be granted an external collaborator profile with appropriate actions, views, etc.

! " Securely share data and collaborate with external collaborator on

any work item ! " New private discussions layer to enable secured internal

collaboration in context of items that are shared with customers

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Seamlessly invite your external collaborator into your work stream, share securely data and views

External Collaborator


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! Sharepoint integration ! " File enhancement permissions ! " File life cycle – support state and to tasks list on files ! " Usability – bulk upload & download, D&D to default file repository ! " Version Control

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Improve the way to collaborate internally and externally around work content, including key integration with content management tools

File Collaboration


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! "Action items associated to any object ! "Meeting minutes:

•" Easy and quick data entry: topics, agenda, action items, templates •" Easy way to consume meetings vs. other posts (toggle)

! "Smarter ranking of posts in the feed ! "Enhanced digest settings (on objects and not just groups)

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Seamlessly invite your external collaborator into your work stream, share securely data and views

Other Collaboration Improvements



Questions?


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Thank You

Rachel Haim Hadas [email protected]

www.clarizen.com

Tamir Avital [email protected]

www.clarizen.com