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Business Transformation Through Enterprise Collaboration -AIIM Social Business Conference.pdf
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#AIIM12
#AIIM12
Business Transformation Through Enterprise Collaboration
Mar 21, 2012
Karthik Chakkarapani Senior Solution Architect
Strategic Services, Customers for Life Salesforce.com
Chicago, IL
#AIIM12
Agenda
Top Technology Trends
Business Needs & Challenges
Enterprise Collaboration – Overview, Key Tenets
Strategy & Approach
Top Obstacles & Adoption Challenges
Adoption Strategies
Sample Architecture Reference
Implementation Approach – Maturity Model
Enterprise Gamification + Collaboration – Value?
Sample Metrics
#AIIM12
Top Technology Trends
• Communication & collaboration • Internal/external social network • Innovation & creativity • Social Business Processes & Monitoring
• Access from any device, location & time • Consumerization of IT • Mobile centric business apps • Corporate app store • Localization/Context
•Next generation architecture with minimal costs • Agile, scalable, secure reliable infrastructure • Keep in pace with business needs • Speed to market of new services
• Manage growing data from multiple sources • Do analysis on unstructured + structured data • Make business decisions and solve business problems quickly
Social
Mobile
Cloud
Big Data/ Analytics
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Top Business Drivers & Forces on IT
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Business Needs/Challenges Internal
Improve Communication &
Collaboration
Discover experts quickly & easily
Increase Speed of Access to Knowledge
Generate New Product Ideas &
Solutions
Tap Collective Intelligence to
Solve Issue
One-Stop Hub for Information
Improve Knowledge Capture & Retention
Improve Business Process Efficiency
Improve Employee Engagement &
Satisfaction
Access from Any Device, Time,
Location
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Business Needs/Challenges External
Discover experts quickly & easily
Increase Speed of Access to Knowledge
Foster New Ideas, Innovation &
Creativity
Improve Customer Support &
Satisfaction
Speed of Time to Market on New
Products & Services
Decrease Costs – Marketing, Support,
Communication
Improve Customer Engagement &
Retention
Increase Effectiveness of Marketing
Increase Network Effect
Improve Communication &
Collaboration
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Enterprise Collaboration
Effective Communication, Collaboration, Interaction & Sharing of Knowledge & Ideas
Process Improvement, Process Excellence, Break Down Silos, Culture of Sharing, Creativity & Innovation across the Organization, Internally & Externally
Leads to Naturally
Key Tenets of Collaboration
People
Data
Process
Context
+ + +
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Business Benefits & Value
• Improved Collaboration & Communication
• Improved Productivity & Efficiency
• Knowledge Capture & Retention
• Discover Experts & Information quickly & easily
• Business Agility
• Foster Innovation & Creativity
• Process Improvement & Competitive Advantage
• Smart Enterprise & Workplace
• More Transparency – Top-Down/Bottom-Up
• Break-down of Silos, Drive towards Culture of Sharing
• Less Duplication & better Content Management
• Improved Employee Engagement & Satisfaction
Value
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Strategy & Approach 4 Keys to Success
1. Strategy – Start with a clear, specific intent in mind
2. Technology – Invest in technology designed around user behavior
3. Organization – Create new structures and practices that support collaboration
4. Personal Engagement – Catalyze individual discretionary efforts
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Strategy & Approach Steps & Activities
Assessment • Understand current environment
• Corporate readiness
• How is the job getting done? Current collaboration landscape?
Compelling Strategy
• What’s the vision?
• Where do we want to go?
• Why do we want to go there?
Business Case • What do you want to accomplish?
• Key business drivers, objectives, use cases & operational exceptions?
• What are the key benefits, values, risks, metrics, competitive advantages?
Road-Map Plan
• Develop a road-map
• Develop an implementation plan
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Strategy & Approach Steps & Activities
Steering Committee
• Form a steering committee and identify members
• What are the roles & responsibilities?
• What decisions will they make?
Requirements Design
• Document techno-functional requirements & design
• Map requirements to business needs, value & importance
• Document high-level solution architecture–people, data, process, context
Vendor Evaluation Selection
• Evaluate & select the right product
• SLATES & integration capabilities
Adoption Strategy Plan
• Identify adoption goals, objectives & metrics
• Identify adoption strategies
• Develop adoption implementation plans
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Strategy & Approach Steps & Activities
Communication Change/Risk Mgmt
Training Plan
•Develop change management & risk management plans
• Develop detailed communication & training plans
• Develop organization structure & community management plans
Implement Solution
• Develop and implement solution
• Beta test with core groups, champions & evangelists
• Release the solution to the entire organization
Communication Marketing
• Communicate on the release & training
• Communicate and market on the business benefits, value, purpose
• Active engagement by management team
Training Road shows
• Conduct training and road shows
• Conduct hands-on and webinar sessions
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Strategy & Approach Steps & Activities
Listen Monitor Analyze
• Continuously monitor, measure and analyze on adoption and usage
• Have a good support desk and feedback loop
Adoption Community
Management
• Release new changes, features, enhancements periodically
• Identify & communicate on success stories
• Drive and execute adoption initiatives & cultural change programs
Vendor Collaboration
• Have a strong working partnership and collaboration with the vendor
• Be part of the customer community to share ideas, solutions
Measurement Metrics
• How are we faring against the metrics and adoption?
• What other adoption strategies need to be implemented?
Click here for more detailed info
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Identify The “Right” Business Use Cases
Identify Opportunity
Define Collaboration Capabilities
Map to Collaboration
Features
Identify Metrics &
Value
Identify the right opportunity/use case • Can collaboration address this opportunity? • What are the potential business benefits & value?
Identify business metrics for success operations/financial • Operating metrics & exceptions • Department (s) • How will you monitor, measure & analyze?
Identify desired collaboration capabilities • Facilitate Collaboration • Manage Info • Discover Experts • Knowledge Capture • Foster Innovation • Social Process
Map collaboration capabilities to features • Profile • Blog • Forums • Share • Content • Ideas • APIs/Mobile
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Enterprise Collaboration Top Obstacles
• Lack of understanding on the value/intent
of social media in a business context
• Lack of management engagement
• Organization structure not ready
• Business/IT divide and hold-up
• Demonstrate ROI for acceptance
• No Community Management
• Internal Resistance – Culture, Change
• Lack of business context/app integration
• “Above the Flow” process
• View it as “Optional” use for collaboration
• Too many collaboration tools
Obstacles
• Invest in Community Management
• Explain the value of Social Enterprise
• Develop the “trust” factor
• Have only one “core” collaboration tool
• Strong participation from management
• Enable “In the Flow” social business process
• Implement the “right” use cases
• Align organization structures to new
collaboration needs
Solutions
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Enterprise Collaboration Adoption & Usage Challenges
• Is not required to get any work done
• Requires one more login/password
• Not all the employees are on the platform
• Cannot discover people/skills due to lack of profile
completeness or relevant content
• Cannot find important information – KB, articles etc
• Has more “white noise” rather than useful information
• Lack of updates from management
• Not used for organization wide communication/updates
• Lack of communication on the purpose of the platform
& training
Not useful…
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Drive Adoption? Office Water Cooler Effect
Inspiration: Remember the Water
Add Water - Find disparate sources of info
News, updates, documents, blogs, forums, feeds, wikis, websites
Identify Thirstiest Groups? - Who will benefit from
Collaboration Employees, teams, customers, partners, customer
support, help desk
Keep Adding Water – Recruit Evangelists/Champions Who are well connected, social network users, collaboration tool users, active in community
Find New Sources of Water
Business applications, contextual information, email, chat, digital media, projects, strategy, ideas, problems
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Drive Adoption? Prescription Effect
Must have Information/Content (Social Intranet)
News, Updates, Alerts, Help Desk, Corporate Services, FAQs, Policies & Procedures, Single Sign-On
Knowledge Base
Product Information, FAQs, Roadmap, Community, Answers, Articles, Whitepapers, Best Practices
Business Applications
Integrated & contextual information from ERP, CRM, BI, Document Management Systems
Business Operations
Idea Center, Strategy, Projects, Sales & Marketing collateral, Financial Information
Get them in the door…
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Sample Architecture Reference “One-Stop Hub” & “In-the-Flow Architecture” for
Information & Collaboration
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Implementation Approach Maturity Model
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Enterprise Gamification + Collaboration What’s the Business Value?
Gamification is the application of Game Mechanics into non-gaming environments to improve “Engagement”,
“Motivation” & meet “Desired Outcomes”
• Increases participation in key programs • Expedites learning & mastery of new skills • Facilitates and improves adoption of new technologies • Identify experts & content quickly • Fosters engagement , performance & motivation
Business Value
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Enterprise Gamification + Collaboration What’s the Business Value?
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Sample Metrics
• Influence Score • Net promoter score (shares) • Number of communities/groups • Number of tags, page views • Number of documents shared • Number of posts, updates, comments, likes • Social graph – follows, followers
Step1 • Number of API calls
• Process approval time • Number of direct/indirect app logins and data updates • Number of successful logins • Number of tickets on logins, password resets
•Employee awareness of strategy & projects • Number of comments, posts on strategies and projects • Number of communities/groups • Number of members per group • Employee satisfaction and engagement
•Number of articles & solutions created • Number of tags, page views, posts, comments and updates • Number of ideas, information assets & categories • Number of content shares, followers
•Number of hybrid groups of customers & partners • Customer satisfaction and engagement • Number of ideas & solutions posted by customers • Number of comments, posts
•Number of levels achieved • Number of goals achieved • Number of employees by levels • Number of badges • Engagement score by teams, projects, strategy & business functions • Number of competitions
Step2
Step3
Step4
Step5
Step6
AND Key Business Metrics Identified in the Use Cases
