transforming and integrating capabilities in m&a scenario
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© BA Convention 2017
Transforming and Integrating Capabilities in M&A
Scenario using Business Capability Framework
Ashok Faujdar
Anirban Chattaraj
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2© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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3© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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4© BA Convention 2017
Background - Business Context: VMware & Airwatch
Trusted platform provider of choice for more than 500,000 customers globally, VMware is the pioneer in virtualization and an innovator in cloud and business mobility. A proven leader, we allow you to run, manage, connect and secure applications across clouds and devices in a common operating environment, so you get both freedom and control.
Founded 1998, Palo Alto, USA
Employees 18000+
Key Products vShpere, NSX, vSAN, vRealize… many more
AirWatch has over 16,000 customers in 150 countries, and supports Android, Apple iOS, Apple TV, BlackBerry, Chrome OS, Mac OS X, Symbian, Tizen, and Windows platforms. It was originally named “Wandering WiFi”.
Founded 2003, Atlanta, USA
Employees 2300+
Key Products Airwatch, Airwatch Express, Workspace ONE
In February 2014, VMware acquired AirWatch
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5© BA Convention 2017
3.5 Billion
Mobile DevicesDeployed by 2019
>50%Customer-facing and employee-facing IT investments will be
Mobile-focused
$190 Billion
Invested in processes for mobile employees
and customers
Background - Business Context …..
5
With acquisition of Airwatch, large market opportunity is available
Source: Forrester report
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6© BA Convention 2017
Background – Airwatch Business Model
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7© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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8© BA Convention 2017
The Problem… Customer experience perspective
8
After three years of acquisition, Airwatch BU* remains partially integrated with VMware
Customer journey & challenges
BU - Business Unit, AW-Airwatch
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9© BA Convention 2017
The Problem… Capabilities perspective
*BU - Business Unit, AW-Airwatch
After three years of acquisition, Airwatch BU* remains partially integrated with VMware
Capability Challenges
• Separate Teams – handling similar
business operations
• VMware and AW processes are not
integrated
• AW has multiple manual processes
• Multiple redundant systems
• Lack of integration
• Separate systems, processes, teams and management
leading to control, risk & management issues
• Different date models & reports
• Breakage of data flow
• Approx. 40% (i.e. over 12K ) orders are still on AW systems
• Avg. Order processing time for AW orders is twice of VMware orders
• 20+ AW Systems to be assessed for integration with VMware
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10© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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11© BA Convention 2017
AW End-State Program was initiated in 2016 to achieve the following…
The Objective
11BU - Business Unit, AW-Airwatch
Program
Objective
Business
Impact
The Team
Ensure unified and frictionless customer experience by:
• Integration of the Airwatch people & processes which are still separate from
VMware into core processes
• Integration/unification of systems, data insights and governance
Deliver AW offerings through common set of value chain capabilities providing for
a unified customer experience, improved revenue capture and operating cost
Cross-functional team across echnology, Business Operations, Data Science led
by Business Transformation & Automation team
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12© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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13© BA Convention 2017
Discover Define Analyze Design Deliver
Identify
capabilities and
business impact
Identify/Answer
key strategic
questions on
direction.
Identify & define
scope &
requirements
Identify key
differences that
need to be
reflected in end
state
Design of end
state solution:
Draft/Review
End State with
key business
stakeholders
Deliver /
Implement the
solution
(roadmap
initiatives)
The Approach
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Detailing the approachOperational Enablement Approach – Activities, Deliverables
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15© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objectives
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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16© BA Convention 2017
Discovering key capabilities
Business Capability“WHAT” a business does to enable its strategy
A capability comprises People, Process, Data Insights, Technology and Governance
People (Talent)
The skills, incentives,
and workforce planning
that enable optimal
talent base to execute
the capability
Process
An integrated set of
activities to achieve the
desired outcome
Governance
Clear roles & responsibilities, organizational structures, decision rights, policies and operating standards
Data Insights
The information,
analytics and data flow
that drive informed and
timely decision making
Technology
The technologies
needed to enable the
desired outcome
Discover Define Analyze Design Deliver
• Identify Capabilities• Assess Business Impact
• Prioritize Opportunities• Develop Business Case
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17© BA Convention 2017
Key Capabilities to be integratedLegends:
Discovering key capabilities: Business Model ComponentsDiscover Define Analyze Design Deliver
• Identify Business Model Components in scope
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Discovering key capabilities: Capability FrameworkDiscover Define Analyze Design Deliver
Key Capabilities to be integratedLegends:
• Use Business Capability Framework to identify the capabilities to be transformed
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Defining transformation and integration focus
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Discover Define Analyze Design Deliver
• Define Detailed Scoping & Requirements
• Conduct Scope & Feasibility Study
• Supporting rationale for “out-of-scope” areas of the value chain
• Validate Business Impact
• Define Extended Team, Resource, Requirements
• Expected budget, resource requirements to deliver in-scope items
• Expected timeline to deliver in-scope items
Scope Feasibility Study Scope & RequirementsScope & Requirements
• Specifics RTMs needed?• Selling methodology used – VMW vs AW?• Any impact to partners?• Pricing and Licensing model?• Order validations and provisioning?• Maintaining entitlements?• IVR flow, Issues Routing & Escalation processes
Strategic questions to be considered
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Analysing process & capabilities gapDiscover Define Analyze Design Deliver
• Analyze L2/L3 Capabilities & identify capability increments
• Gap Analysis/ Requirements : People, Process, Data, Systems, Governance
• Analyze Processes & Policies:
• Conduct L3 Mapping of present processes
• Conduct detailed analysis of current state process / performance
o L1/ L2 /L3 To-Be CFPM*/ Value analysis
• System Analysis : Applications impacted
• Data Analysis: Metrics / Operational definition
Process Analysis Data Analysis
OM moves stage to Closed Won Awaiting
Fulfillment
SFDC sends email to dedicatedenvreg@air-
watch.com indicating env needs to be created
Product – Deployment type = Dedicated
Class = New
Creates Zendesk ticket for SaaSOps
(Sales Rep + OM cc’d)
Environment created by SaaSOps based on dedicated env request
form
7-10 business day queue
SaaSOps closes ticket and provides URL
Login + Customer USN & TEMP PSWD
Order Fulfilled
OM sends manual order acknowledgement email with
environment details to customer
OM to move stage from Closed Won Awaiting Fulfillment to
Closed Won Invoiced
SF Email trigger sent to AW Accounting to begin revenue recognition
OM ensures Rep has dedicated setup form filled out by customer
SFDC sends Order Acknowledgement email
to Customer with Customer Name, Order#
and Deployment TypeOM pushes deal back
to Rep for action OR
Requests Return
Opp Passed all Validation Checks?
NoYes
No Form
Acquisitionsfulfillment@vmware.co
m BCC’d
Business Line = VMware
Order Information populated in AW SFDC
AW Partner PO
AW Direct Customer PO
VMW Oracle
OM validation of opportunity New or Existing Customer?
New, Add-on, Renewal, Upgrade?
AW Paper – Legal check, Discount Approvals
*CFPM – Cross functional process mapping
Capability Analysis Systems Analysis
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21© BA Convention 2017
Designing capability integration Discover Define Analyze Design Deliver
Design future state capabilities:
• Design future state operating model
• Roles, levels, skills, locations
• Design future state E2E processes
• Business requirement documentation
• Design to-be architecture
• Draft technical specifications
• Draft policies & controls
• Draft RACI
• Draft metrics/ data definitions/ KPIs
• To-be reports/ analytical models
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22© BA Convention 2017
Designing capability integration: To-Be state (sample)Discover Define Analyze Design Deliver
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Delivering the solution Discover Define Analyze Design Deliver
• Solution development & implementation plano Implement process changes / solution
o Change management
o Support solution & process stabilization
• Define operating procedure
• Facilitate continual improvement
• Track / Report - outcomes & objective
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24© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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25© BA Convention 2017
The Outcomes
Seamless self-service experience
Consistent support experience across VMW and AW products
Enhanced value with bundled offerings
Optimized and efficient Trial-to-Purchase process
Consolidated Renewals
Common Partner programs
Frictionless customer experience through.. 85% CSAT
100% AW Orders integrated to VMW Systems
50% Reduction in order processing time
Well defined, & optimized processes
AW-VMW System Integrated
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26© BA Convention 2017
Index
1. Background - Business Context
2. The Problem
3. The Objective
4. The Approach
5. The Solution I. Discovering Key Capabilities
II. Defining transformation and integration focus
III. Assessing process & capabilities gap
IV. Analysing the transformation needs
V. Designing capability integration
VI. Delivering the Solution
6. The Outcomes
7. The Learnings
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27© BA Convention 2017
The Learnings
“Failing to plan is planning to fail”
Drive transformations through capability-led-approach
“Solve the right problem”
Define program objectives with most significant positive
impact to customer experience and business
“Managing the change is key to success”
Apply a holistic and proactive change strategy
(internal & external)
“Create value for your customers”
Need to define the “desired customer experience” that
reflects our vision
Learn more. www.baconvention.com
© BA Convention 2017
Thank You!
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