Automating a complex commercial service delivery process

Transcription

1 Automating a complex commercial service delivery process Clare Bradley, Principal Consultant, Atkins Case Study: Ovum Business Process Management

2 Agenda Introduction to Atkins Existing service delivery process, challenges & requirements Implementation - the solution, benefits & lessons learned Additional Atkins BPM projects 2

3 Introduction to Atkins

4 Atkins Atkins is one of the world s leading engineering and design consultancies. PLAN - We plan every aspect of our clients projects, from cost and risk planning, feasibility studies and logistics, to impact assessments and stakeholder engagement activity. DESIGN - Atkins is a premier infrastructure designer across all industries and also has the expertise to design intellectual capital for management systems and business processes. ENABLE - Our clients trust us with the management of projects, people and issues, ensuring that deadlines are met, costs are controlled and success is delivered. 4

5 Atkins Transport planning, pedestrian modelling and urban design Atkins is one of the world s leading engineering and design consultancies. PLAN - We plan every aspect of our clients projects, from cost and risk planning, feasibility studies and logistics, to impact assessments and stakeholder engagement activity. DESIGN - Atkins is a premier infrastructure designer across all industries and also has the expertise to design intellectual capital for management systems and business processes. ENABLE - Our clients trust us with the management of projects, people and issues, ensuring that deadlines are met, costs are controlled and success is delivered. 5

6 Atkins Architecture, civil and structural engineering, MEP engineering, cost consultancy 6

7 Atkins Full multidisciplinary design, design coordination of civil works including geotechnical & site investigations and construction supervision 7

8 Our businesses worldwide Atkins UK Europe Middle East North America Asia Pacific Energy Defence, Aerospace, Communications Design and Engineering Highways and Transportation Denmark Norway Ireland Poland Saudi Arabia Qatar UAE Kuwait Design and Engineering Water and Environment Highways and Transportation India China Hong Kong Ireland Faithful+Gould Asia Pacific Europe Middle East North America Management Consultants Rail Water and Environment Portugal Sweden Faithful+Gould Bahrain Oman Faithful+Gould Faithful+Gould Peter Brown Construction UK Faithful+Gould Note: This is not a management structure

9 Atkins Service Delivery Process Existing process, challenges and requirements

10 Commercial Service Delivery Process Established Service Delivery process to evaluate, manage and record opportunities and projects Includes categorisation of opportunities into Green, Amber or Red zone 5 mandatory and 2 optional Stage Gates to pass from opportunity creation to project close out Stage gate reviewers appointed for Amber and Red zone opportunities to provide independent challenge to bid and project delivery 10

11 Challenges Faced All stage gate forms completed in Word / Excel Standalone database used to capture certain information about stage gate reviews. Data input manually by commercial teams Opportunity and Project data being entered in multiple systems. Multiple versions of the truth No form for Bid Approval Unable to audit 11

12 Business Requirements Online Forms service delivery forms risk categorisation bid approval Integrate with existing Corporate systems Microsoft CRM JD Edwards Project Management Tool Microsoft SharePoint Provide a single interface for users to view their own opportunities and projects and outstanding actions. 12

13 Implementation The solution, benefits and lessons learned

14 The solution Atkins BPM tool of choice for corporate solution is PNMSoft s Sequence Business Process Management Software Selected for ease of use, agility, ability to deploy changes quickly & easily to production environment, working relationship, support available All existing stage gate forms and all additional new forms were developed using Sequence 4 integrated workflows Extremely complex solution with over 300 activities 14

15 The solution integrations and interface Multiple integrations developed to push, pull and synchronise data across corporate systems 2 way synchronisation with Microsoft CRM Push and Pull from JD Edwards Push to SharePoint Push to Atkins Enterprise Advantage.NET web interface to surface information to users Personalised view linked to the users profile showing opportunities and projects they are involved in Personal actions page showing all outstanding review and approval actions 15

16 The solution 142 forms and sub forms 32 actions 82 mail notifications 10 web services & service consumers 14 WCF services 41 database activities 16

17 Business Benefits Information only entered once Reduced processing costs (e.g. job creation processing) User friendly Common reporting tools Clear visibility of any missing data and an increase in compliance Improved carbon footprint due to reduced printing 17

18 Lessons Learned Developers working from multiple locations Important to develop corporate usability and design guides for developers to work to ensuring a consistent look and feel throughout all BPM applications Change Management Important to manage change via a controlled approval process for cost, time and resources Important to keep technical documentation including requirements specifications up to date Complex process and integrations meant complex testing Increase the time allocated for testing 18

19 Additional BPM Projects

20 Additional BPM Projects Online Time Sheets Including job allocation Online Annual Leave Including flexi leave Online Project Status Reports (PSR) Monthly reports linked to JD Edwards and Atkins Enterprise Advantage 20

21 Relationship with PNMSoft Atkins and PNMSoft have continued to develop a great working relationship as Sequence technology becomes an integral part of Atkins IS Systems. Key requirements for building and maintaining a relationship with your supplier; Key Account Management from both sides Working together cohesively on projects to ensure you get the best out of the technology Access to technical experts Service Desk to be able to log requests Feel free to contact PNMSoft at their stand or via 21

22 Thank You