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1 © 2010 Deluxe Enterprise Operations, Inc. All rights reserved.
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Think… Re-Think :
A Program Manager's Perspective
Dean Boorman
Program Manager, IT Infrastructure Architecture and Engineering
2 © 2010 Deluxe Enterprise Operations, Inc. All rights reserved.
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Small Business Services Direct Checks Financial Services
Consolidated Deluxe (Fiscal 2010) Revenue $1.40B Adj. Operating Income $293M*
Adj. Diluted EPS $3.18* Operating Cash Flow $213M
(57%)
Revenue: $796M
Adjusted Op Income: $142M*
Industry: >$50B
Small Business Customers: ~4M
(15%)
Revenue: $216M
Adjusted Op Income: $63M*
Industry: ~$350M
~ 6M in last two years
(28%)
Revenue: $390M
Adjusted Op Income: $88M*
Industry: ~$1.5B
Financial Institutions Served: 6,200
Deluxe Corporation
3 © 2010 Deluxe Enterprise Operations, Inc. All rights reserved.
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Focus
• New Thinking
• Project Objectives
• Program Management
With applications you need to think about what is
coming and Re-Think what your process is to meet
new demands that are on their way.
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Think …. Re-Think ….. Re-Thought ?
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Think . . . Re-Think : global They owned the World…..
Raw Processing Power : Cray2
Portable Computing Hardware : ThinkPad
Personal Portable Audio: Walkman
Application Development: IBM
The Desktop : Microsoft
> Global organizational transformations
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Think . . . Re-Think : age
Over the Ages….
Tools defined Agricultural Age
Machines defined the Industrial Age
Technology defined the Information Age
Consciousness will define The Virtual Age
> Age definition matters
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Think . . . Re-Think : forces
The Forces ….
Accelerated electronic connectedness
Globalized focus
Powerful individuals
Transference of economics
> New Forces in the tech equation
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Think . . . Re-Think : pivot
The Tipping Point
Make a Conscious choice
Intellectual Property is value
Be a Morph ( not amorphic )
The Morph
Be Ready to change your Use Case
Do a Discovery
Deliver in Smaller bites
Fail fast, Win often
> At the Tipping Point, the Morph will appear
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Our Tipping Point
Application Stack (AppStack) ….
Multiple channels and inefficiencies in the applications
Communication and accountability to the customer
Current toolset does not support the Future State
Current process is not flexible in scaling and flexing to
demand
> Imminent Failure…. just ahead
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AppStack – SBB’s
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Our Method
People before Projects
Go for the Glory
Sit in the Stern and Paddle
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People before Projects
Staffing
Need to onboard the appropriate talent level
Training
Identify and develop the correct skills
Get training for all
Resource Management Capability
Deliver scalability in staffing for internal & external
staffing models
People
> Hard to swallow
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The Roles
Roles Description
Product Owner Requests an application for the business owner.
Business Analyst Acts as a liaison between the business owner and the Desktop
Engineering Team
Quality Assurance Ensure the quality of a packaged application prior to engaging
a Subject Matter Expert (SME) for full user acceptance testing.
Desktop Engineering Packages and publishes approved applications for production
Delivery
Deployment Deploy applications to end user computing devices using
automated or manual processes.
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Go for the Glory
Run 10 production applications through
Establish a Value Stream Map
Standard Operating Procedures
Define the metrics around demand management
Design for external resources (i.e. near shore, offshore)
Prioritize applications based on business requirements
Develop a template to discover application requirements
& delivery
Develop standardized QA and UAT processes
Develop a signoff process to certify applications
Process
> Make a Dent in your Universe !
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The Swimming
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Sit in the Stern & Paddle
Implement tools that integrate well & enable resource scalability
Automate the packaging process by using supported tools
Supports virtual & physical platforms, applications, and profile
mgmt
Metrics - define cycle time and quality measurements
Provide all levels with a QA environment
Technology
> Technologist direct Virtual directions !
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The Physical
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DAPP : Game Over
Clash of Style
Fit plan to organizational style of leadership
Expect to change the approach
Change Stakeholders
Don’t make them Eat Cake
Fit the use case
Your teams strengths
With technical success
Don’t pre-order your “Game”
Start with Committing
Not committed
Dating comes before marriage, don’t rush it
…if you don’t Re-Think
> WIN users & executives, not the first game
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DAPP : Game On Pardyme Shift : global
Executive and Senior leadership need help
Work them through the concepts
Don’t over sell it
Make a Dent in your Universe
Organizational Change Management : age & forces
The users and customers need direction
Give it in weekly small bites
Give them notice and listen
Leap Frog : pivot
Great designs are not in a leg race
With each leap, expect no landing site
You don’t know what you don’t know, but prepare others to work through it
> “Winning !” (hearts & minds first)
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Questions
Dean Boorman
(651) 787-2742