Enabling process innovation using Low-code techniques. Nigel Warren Head of Marketing, MATS Richard Billington CTO, MATS

Transcription

1 Enabling process innovation using Low-code techniques Nigel Warren Head of Marketing, MATS Richard Billington CTO, MATS

2 Agenda Low-code principles, with a lean startup case study from Thomas Cook Demonstration Demonstration of how quickly you can adapt an application including process and UI Case study from HP Enterprise Creating a project and portfolio management system for Lean SixSigma across HPE Questions and answers Easier done than said

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4 Meet David David Spickett Head of Lean Capability at Thomas Cook Graduated 2004: B.Eng. Warwick University Management trainee program UK s largest retail bank First lean project x management consultancies Nationwide Lean consultant 2012 Thomas Cook Head of Lean Capability 2013

5 By mid things were going swimmingly 13 lean consultants

6 By mid things were going swimmingly Thomas Cook s lean approach: Always focus on the voice of the customer

7 By mid things were going swimmingly Over 1,000 staff trained in lean methodology

8 By mid things were going swimmingly 8 projects had contributed $15m to the bottom line

9 Then he hit a glitch in Customer relations

10 23 million customers 90 destinations 800 resort reps Easier done than said Average time to resolve Complaints 28 days

11 Cause Lack of employee empowerment Broken Processes Escalating Costs Easier done than said

12 Hypothesis Cost Days settled in resort settled post vacation

13 IT Department We can help in 18 months

14 We need an experiment!

15 The Experiment - 3 month pilot to prove the business case Falkirk 1 resort, 40 reps and 10 back office users Wanted a business configurable solution so not dependent on IT for changes Very compressed timescale Sept 2014 to March week build and 12 week pilot. Lanzarote Easier done than said

16 Video Watch on matssoft.com Easier done than said

17 Project timeline First MATS demo Contract agreed for pilot Build starts Pilot launched Pilot sign-off Global Rollout Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Process Mapping Tool selection & procurement MVP Full solution MATS build Test & Learn Board sign-off Procurement Live running Easier done than said

18 The benefits are huge for the business and for our customers David Spickett Head of Lean Capability Customer First 30% of complaints now resolved in resort within 48 hours 80% of complaints now resolved in resort (was 20%) Faster Resolution 75% reduction in lead time Shrinking Costs Average compensation payment down 40% 20% reduced operating cost Actionable Data Identify root causes + hot spots Collaborate with hotels Improve service Prevent complaints Easier done than said

19 Meet David David Spickett Head of Lean and Customer Experience at Thomas Cook What s your next role?

20 There is another way

21 Low-code lets you build business apps quickly and easily without coding

22 Letting you innovate digitally - faster and cheaper than before

23 It gives people, like you, who know what needs doing, the freedom to do it

24 Reduce the time it takes to build business apps from months to days

25 Experiment and test ideas with a few days training and no coding knowledge

26 Scale from pilot to enterprise ready app quickly and cheaply

27 Demonstration Richard Billington CTO, MATS

28 Portfolio Management System To on-board, evaluate, launch and control nearly 300 Lean projects per year 7 weeks Start to finish

29 Process excellence at HPE Hewlett Packard has a long history with and commitment to process improvement and operational excellence Beginning with Six Sigma in the late 1980 s Historical improvement focus has been on training and certifying practitioners Going forward on returned value to HPE and our customers Trained 10,000 LSS Yellow, Green, and Black Belt candidates Certified 4,000 LSS Yellow, Green, and Black Belts Completed formal improvement projects / year Pre-separation Returning $150mn+ annually Excludes work on projects that were not specifically improvement projects Easier done than said

30 Business Process Improvement Partnering with HPE leadership to drive operational excellence 100+ process improvement practitioners Focused on strategic, high-value projects $0 IT budget 38 programs and projects in-flight Around the world Easier done than said

31 The Low-code value proposition Minimize reliance on scarce IT resources Process improvement practitioners become software engineers Reduce automation deployment cycle times By an order of magnitude or more Improve overall agility Responding more quickly to changing business need Build solutions closer to the need Making customer-involved development a reality Easier done than said

32 Timeline July 2015 August September October November December January 2016 Requirements investigation, definition, and documentation 11/16 UAT Start Ongoing User training, rollout, and operation 7/6 Official project start 9/25 Low-level design complete 10/19 Development start 12/14 User go-live 9/14 18 Requirements review and design workshop 10/16 LLD approved 12/10 Production environment golive; data load Easier done than said

33 Lessons learned The technology works Deployment time and overall cost markedly reduced 95% of requirements met with native capability Cloud infrastructure speeds implementation Dev, test, and prod instances provisioned in minutes Zero initial investment in infrastructure Users like it Clean web interface is easy and intuitive Workflow paradigm guides them through the process Requirements specification still takes too long It takes more time to decide what we want than to implement it Easier done than said

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35 Portfolio Management System Easier done than said is absolutely true. For us, it was harder to say what we wanted than build the desired system. G Randall Oswald Business Consultant Hewlett Packard Enterprise 7 weeks Start to finish

36 Questions and answers