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© 2015 Oceanwide, Inc.
Bridge Self-Support and
Self-Service
Creating a Self-Service Team
© 2015 Oceanwide, Inc.
Chris Sawyer is the Founder of Premium Consulting.
Premium Consulting provides vendor and software
evaluation, selection and implementation services to mid-
market property and casualty insurance carriers.
2
Guest Presenter
© 2015 Oceanwide, Inc. 3
Ready to Start
YES! We’ve bought this great system that will
finally allow US to become Masters of Our Destiny … now what?
© 2015 Oceanwide, Inc.
Self-service is enablement.
1. Independent product configuration
2. Administration of the system
User access/security, configuration change
management, reference data, integration
processes & maintenance
3. Independent product maintenance
4
Self-Service Definition
© 2015 Oceanwide, Inc.
Beat the competition, but do it while
controlling scope, schedule & cost.
Self-service provides for:
Reduction/control over professional service costs
Speed to market with new products and changes
Empowerment of and inspiration for business
users
Mechanism to achieve high customer satisfaction
5
The Business Drivers
© 2015 Oceanwide, Inc.
Key Steps to Bridge Self-Service Success
6
Steps to Bridge Self-Service
Acquire Bridge
Identify the
Team
Start & Stay
Active
Become Experts
Lead Refine Skills
© 2015 Oceanwide, Inc.
Bridge expertise is built through consistent
interaction with the product.
7
What Does This Really Mean
Work with OW to deliver: • Product 1 Learn the ropes
Identify the
Team
Start & Stay Active
Acquire Bridge
Refine Skills Lead Become Experts
Work with OW while taking larger responsibility to deliver: • Products 2 & 3 • Medium-High
complexity: Enhancements Defects
Lead low complexity: Enhancements Standard Defects
Lead deliveries while consulting with OW on complex concepts for: • Products • Enhancements • Defects
Take Charge!
BU Basic Configuration BU Admin BU Advanced Configuration
BU Solution Architect
© 2015 Oceanwide, Inc.
• Experience often drives timeline to competency
Senior BA’s with experience are quicker to engage and be productive
Inexperienced resources are cheaper, but take longer to become competent
Re-purposing of existing staff can be challenging and needs to be monitored
• A good mix of experience levels leads to a diverse and cost effective staff
• Developing a solid plan to staffing, and be diligent and disciplined on execution
8
Timeline Influencers
© 2015 Oceanwide, Inc.
Ultimately successful Self-Service
implementation comes down to
Process, People, and Training
• Success and Failure stories
– Failure - Long term projects can have
negative impact on operational budgets
– Success – Opportunity to reverse
discretionary vs. non-discretionary spend
9
In Reality
© 2015 Oceanwide, Inc.
Consistent delivery execution
• The OW teams know it & deliver it … everyday.
• Use the Oceanwide Bridge Teams until you are
ready.
10
Drill Down: Process
Co Lead
Co Lead
You Lead
OW Assist
OW Lead OW Lead
You Assist You Lead
© 2015 Oceanwide, Inc. 11
‘You Lead – OW Assist’ Model
Customer Business Unit
Customer Self-Service Team
Oceanwide Relationship Support
Business User Customer Bridge Team Oceanwide Bridge Team
Requirements Review Requirements
Review Proposed Solution + Sign Off
Solution Document
Bridge Configuration
QA/UAT Audit/Verification Test
Approve Solution
Business User / Analyst
Production
Configuration Support
?
© 2015 Oceanwide, Inc.
Education
The right people are key.
12
Drill Down: People
Work Experience
Skills
As part of the candidate finalization:
General Reasoning Test
&
Interactive scenario test
• Engineering • Computer science • General science
• Strong Excel/Analysis • Understanding of software
dev cycle • Strong communications –
verbally & written • Requirements gathering &
solution design
• Business analyst • Desire to become a
Product Owner
© 2015 Oceanwide, Inc. 13
Drill Down: Training
• Bridge and Implementation Process Overview
• Configuration training, exercises and quizzes
Advanced Configuration
Solution Architect
Configuration Basics
• Solution Design • Integration
Create Basic Fields, Panels, Screens and Workflows
Configure Basic Screens and Workflows
Creation of basic triggers, validations, behaviors and overrides
Create and configure Documents and emails
Play key role on implementation project
o Lead preparation for requirements gathering
o Present solution design to stakeholders
o Identify project resources and risks
Configure complex triggers
Configure rating
Perform configuration troubleshooting
Lead requirements gathering
Perform Solution Design including integration
Lead configuration planning and team
Advanced Troubleshooting
• 6-step implementation process with reduced scope
• Certification exam
© 2015 Oceanwide, Inc.
Manage roles
Create and Manage Users
Create and Maintain Portals
Control change management process
Understand reporting tools
Manage troubleshooting and escalation
14
Drill Down: Training
Project Manager
Report Designer
System Administrator
Business User
• Product maintenance • Management reports
Establish project plan based on project requirements
Allocate the right resources to project tasks
Project Tracking
Project team Communications
Get data out of Bridge grids and analyze system data
Run standard Cognos Reports
Cognos Query Studio training
Configure and integrate with Smartview
DataSync training
Maintain rates
Maintain underwriting rules
Maintain lookup tables
Configure Smartview
Manage Portals, branding and content
Grid Personalization
• Administration • Maintenance • Reporting
• Project implementation management
• Operational reports • Cognos Reports • Dashboards
© 2015 Oceanwide, Inc.
Self-Service is more than product expertise.
• Identify early on the mix of Self-Service offerings you would like to support:
– Customer Support management
– Product management
• Customer Support considerations:
– Who clients call for assistance
– What complexity level of support do you want your organization to handle
• Have separate teams/resources for support vs. implementation
15
End User Support Considerations
© 2015 Oceanwide, Inc.
The journey to Self-Service enablement can
have unexpected pitfalls … leverage
Oceanwide to maintain service continuity.
• Oceanwide’s Implementation, Relationship and
Solutions Analyst teams
• Customer community
• Supporting for your success.
16
Back-Up Plan
© 2015 Oceanwide, Inc. 17
Q & A