© 2004 computacenter – company confidential internal use only services framework david alexander...
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© 2004 Computacenter – Company ConfidentialInternal Use Only
Services Framework
David Alexander
4th February 2004
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Outline
• What is the Services Framework?
• Why are we investing now?
• What are the benefits?
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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The underlying principles of Computacenter
© Achieving Breakthrough ServiceHarvard Business School
Operating Strategy and Service Delivery System
Profitability
Revenue
GrowthInternal
Service
Quality
Employee
Satisfaction
Employee
Productivity
Employee
RetentionExternal
Service
Value
Client
Satisfaction
Client
Loyalty
• Work place design• Job design• Employee selection and development• Employee rewards and recognition• Tools for serving Clients
• Service Concept: results for Clients
• Service designed and delivered to meet targeted Clients’ needs
• Retention• Repeat business• Referral
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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The Computacenter Strategic Service VisionTarget Markets
Clients• Corporate• Public Sector• Large to medium• UK and Europe• Systems Integrators
Partners• Hardware technology
vendors• Independent software
vendors• Systems Integrators• Niche / Specialist
Service Providers
Employees• Service delivery and
support professional• Sales professionals
Service ConceptClients• Choice, Independence• Scale and flexibility• Service Quality• Can do attitude• Skilled resources• Work through IS Function in a
non threatening manner• Clarity of scope:-
• Technology Sourcing, Infrastructure Integration, Managed Services
• Trusted Advice, Implementation and Management services
Partners• Market Footprint• Client Relationships• Volume of business potential• Speed to market• Depth and breadth of skills and
resourcesEmployees• Long term career path• Varied work• Investment in individuals
development• Attractive remuneration and
support services• Want to work in one team
success focused culture
Operating StrategyClients• Scale delivery engines• Application of best practice in
a practical pragmatic manner• Sustainable differentiation• Constant feedback loop for
satisfaction and improvement• Relentless Innovation• Relentless prudence• Value adding approach• Lowest unit cost provider for
comparable service qualityPartners• Consistency and commitment
to relationships• Easy to do business• Effective administrationEmployees• Strong service personality• Focus on quality,
satisfaction, competencies, empowerment
• Rewards and recognition for achievement
• Ongoing learning and development
• Support for work / home balance
Service Delivery SystemPeople• Trained, knowledge sharing• Operating in flexible resource
pools, one team cultureServices Framework• Integrated best practice,
processes, checklist, tools, templates, standards
• Operationally used across business for remote or local delivery
Scale Engines• Hatfield Operations Center• Service Support Center• Service Operations Center• Integration Center• MaintenanceIntegrated Information Services• Service Management Tool Suite
including E-Commerce offerings• Engagement Management
Toolsuite• WMTS, Parts Management and
Logistics, Financial & HR• Business Process Management,
Scheduling, Reporting and Measurement, knowledge management
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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The Services Framework in context
What we market, sell, deliver and support
Infrastructure Services and Solutions
Transforming IT service delivery
Technology
Sourcing
Infrastructure
Integration
Managed
Services
Implement ManageAdvise
How we do it consistently, delight our clients and continually improve
Knowledge Proof Trust
Services Framework“Computacenter’s application of best practice”
Demand, Bid, Document, Implement, Operate & Support, Improve, Extend & Renew
Policies, Processes, Checklists, Reporting and Measurement, Information Services, Tools, Assets, Standards Compliance
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Excellence in execution across the business cycle
RenewExtendA
gility
Inn
ovatio
n
Drive
Flexib
ility
Demand Bid Document Implement OperateSupport
RenewExtend
ThoughtLeadership
Awareness
DemandCreation
QualifyIn / Out
Exit orShortlist
ScopeDesign
CostBid
Selected
Exit orContract
PlanNegotiate
InitiatePlan
ExecuteBusinessTake On/ DeliverProject/
Engagement
Handoverto
Support/ operations
Deliver
Improve
Grow
Renewal
WinLose
ExitRoll on
Measurable client and employee satisfaction
Continuous Improvement
Sustainable competitive advantage over the long term in CC target markets
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Services Framework – Core Principles
Risk managed by appropriate
area
Complete & consistent
Focused on Client
Satisfaction
Non-duplication of effort and resources
Consolidation where sensible Repeatable
Organisationally neutral
Manageable through KPIs
Modular & Easy to understand
Positive differentiator for Computacenter
Foundation for trust and
knowledge growth
Standardisation leading to
quality
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Demand Bid Document Implement OperateSupport
RenewExtend
Logical Services Model
Information Services, Reporting and Measurement, Quality, Satisfaction
Client Relationship Development & Management
Clients / Markets / Segments
Dev
elo
pm
ent
& I
mp
rove
me
nt
Pro
gra
mm
e
Ser
vice
s F
ram
ewo
rk &
AIM
Po
rtfo
lio
WH TRG CP HR CE DR IS SP VA PROC LOG
IC CFG RDC PPM FES SOC SSC LGL MKT SDM FIN
Internal Service Providers
Qualification, Pipeline, Bid Co-ordination, Advise, Configure,
Costing, Pricing, Negotiation Support, Contracts
Service Implementation, Quality, Delivery & Improvement, Billing,
Client Satisfaction
Operational & Service Level Agreements, Rate Card, Transfer Price
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Services Framework – Basic Composition
Valu
ed, em
braced
, used
and
pro
mo
ted b
y all Services Framework
PoliciesMethods
Processes Procedures
Checklists
SpecificationsToolsTemplates
Assets
Knowledge sharing, success-focused culture
centered on effective teamwork
PriceValue
Cost Service Excellence
Leadership
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Demand Bid Document Implement OperateSupport
RenewExtend
KnowledgeAcquisition, analysis, and application of knowledge for improvement e.g Bid to win, costs, margin, reduce risk, client sat, intelligence
Information and communication servicesCapture, transact, report, measure and communicate critical information and automate delivery of services (e.g. SMTS)
PolicyStrategy, parameters, culture, exclusions, Standards, Glossary of Terms e.g Sales, Service Configuration, Costing & Pricing, Partners, Contracts
MethodsPhilosophy and approach logical grouping and management e.g. Campaign, Implement, Operate and Improve
ProcessesConsistency, effectiveness efficiency, measurable, best practice e.g. Selling, Bid, Service Design, Sizing, Costing, Audit, Implementation, Operation, Incident, Request, Reporting
AIM Packaged ServicesFlexible, Modular, Scalable, Competitive, integrated e.g. Portfolio Management, Document Integration Services, Managed Availability, Managed Services, Design, Deployment, Transform etc…
The Services Framework underpins our business cycle
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Examples of SF programme elements
• Best Practice development, adoption and extension– Service Management Processes (ITIL, BS15000, CoBIT)– Engagement Management (Consultancy and projects - PRINCE2, ISEB)
• Master Services Index• Standards register and compliance• Glossary of Terms• Client and Employee Satisfaction Measurement• Underpinning information services and tools
– Service Management Tool Suite (SMTS)– Business Process Management Solution (BPM)– E-commerce platform– Reporting and Measurement– Intellectual Property, Knowledge and Content Management– Engagement Management Tool Suite (EMTS)
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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BPM – 1,200 processes, 2,000 checklists
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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BPM – Huge opportunity
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Triangular Relationship key to success
InfrastructureServices Provider
Services Framework
Information Services AIM Services Portfolio
SMTSv3.0 EMTS etc...........
Policies, Methods, Processes, Procedures, Checklists etc
Value Propositions Go-to-market strategy& campaigns
CLIENTS
MARKET
Technology Sourcing
Infrastructure Integration
Managed Services
RDM - RSM - DIS
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Why are we investing now?
• We must be ready for the future
• We must improve today whilst we are doing well
• The business will only become more complicated overtime and we need to make it as easy as possible do a great job
• We have got to secure top line services revenue growth without reducing margins
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Why are we investing now?
• We are small enough to: – Integrate the Services Framework into the business– Seamlessly link the business together with it
• We are large enough to need documented and operationally adopted best practice
• We can afford to make the investment and secure competitive advantage
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Demand Bid Document Implement OperateSupport
RenewExtend
Time
Ris
k /
Co
stReduce risk at each stage of business cycle
Current state
Desired future
The Services Framework delivers clear processes, procedures, checklists, understood costs and risks and management plan and access to a pool of expertise and knowledge representing best practice.
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Demand Bid Document Implement OperateSupport
RenewExtend
Exceptional client experience
Time
Cli
ent
exp
erie
nce
The Services Framework clarifies what Computacenter stands for, the value we add, how we do things and delivers proof of our ability.
Current state
Desired future
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Benefits expected and being measured
Exceptional Client experienceFaster benefits realisation and ROI for ClientsMeets Client & market requirementsEasier to buyLow risk to deliverPositive differentiator and source of competitive
advantage for Computacenter and its’ ClientsPredictable financial performance Increased and repeated sales
© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only
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Services Framework Summary• Helps all of us daily to deliver outstanding service to our clients• Improves and sharpens our focus on what we bid for and ultimately
deliver to our clients• Reduces risk and cost through efficiency and proactivity • Improves understanding and knowledge• Enables organisation to work seamlessly together through clarity of
purpose and trust• Is a commitment to and investment in practical use and growth of
best practice across the business• Improvement employee and client satisfaction thereby leading to
growth in business and profitability• The Services Framework is an ongoing investment for all of you
“The Services Framework is a triumph of substance over spin” – David Alexander