Project Success in a Digital World

Transcription

1 Information Type: Company Name : Information Owner : Project Success in a Digital World 2017 NTT DATA, Inc. All rights reserved.

2 Session Goals 1. A Define Digital Business 2. Discuss Implications of Digital Business on Project Success 3. Review Strategies for Making Digital Projects Successful NTT DATA, Inc.

3 What is Digital Business? 2017 NTT DATA, Inc. All rights reserved. 3

4 2017 NTT DATA, Inc. All rights reserved. 4

5 Customer experience provides the insight required to achieve digital success. Digitization How do we better enable the customer? Digital transformation How should we serve the customer? Digital disruption What does the customer want next? The first focus must be through the eyes of the customer NTT DATA, Inc. All rights reserved. 5

6 Digital transformation is the profound and accelerating transformation of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact across society in a strategic and prioritized way, with present and future shifts in mind 2017 NTT DATA, Inc. All rights reserved. 6

7 Digital Business Themes Measuring the unmeasurable Understanding the inscrutable Predicting the unpredictable Improving the perfect Accelerating beyond maximum speed 2017 NTT DATA, Inc. 7

8 >50% of revenue is expected to be attributed to digital channels in the next 5 years. Projects Are Changing Greater Flexibility Customer Centric Speed of Change - Gartner Incremental Investment Interconnected Ecosystem 2017 NTT DATA, Inc. All rights reserved. 8

9 New Paradigm for a New Type of Project Schedule Linked activities, with planned dates, duration, milestones, and resources required to accomplish a project Customer The way in which a customer interacts and receives value from the goods or services provided Cost The finite budget required to accomplish the goals of the project Velocity The measure of how much work is incrementally being delivered on a project Scope / Quality The sum of the products, services and results to be provided as a result of the project. Value The benefits that an organization s business model provides to customers NTT DATA, Inc. 9

10 Business Value The potential for gains or improvements resulting from the implementation of a solution or modification to a business model NTT DATA, Inc. 10

11 Business Model Canvas Analysis tool which describes how an enterprise creates, delivers, and captures value for and from its customers. Framework for understanding and optimizing business models See what drives an organization How the deliver value to customers Uses stakeholder language Simply, easy to understand, and light weight Business Model Customer Project Goal / Requirement 2017 NTT DATA, Inc. 11

12 Business Model Canvas: Uber Key Partners Payment Processors Key Activities Platform Development Transportation on Demand you need Marketing to perform well? Cash Free Driver Onboarding Instantaneous Local Government Uber Platform Utilize Unused Capacity required for Pricing your Algorithm business model? Routing Algorithm Value Propositions Make Extra Money Customer Relationships Highly Automated Transactional Mobile App Social Media Marketing / PR Customer Segments Passengers Drivers Key Activities: What are the essential Relationships: activities that What are your relationships and How are you establishing customer relationships? Key Partners: Map Who Data are the key suppliers Value Proposition: or partners Easy What to Order are you Customer offering Segments: your Which customers and users are Providers that you rely Key on? customers Resourcesto enable them to achieve you Channels serving their goals? and what do they really want to get done? Drivers Key Resources: What are the key resources or assets Channels: How are you reaching your customers? Cost Structure Platform Development Sales and Marketing Cost Structure: What elements of the business drive Salaries your costs Driver Payments Revenue Streams Pay Per Ride Surge Pricing Revenue Streams: What are you customers really willing Premium to Products pay for and how will you get paid? 2017 NTT DATA, Inc. 12

13 Disrupting the Business Model: Key Questions Customer Segment What customers are we underserving today? Value Proposition What is our greatest capability and how can I turn it into a service? Customer Relationships What value do our customers provide or receive? Channels How can we move service of a customer to low additional channels? Revenue Streams How can we price our capabilities differently? Key Activities What can be removed, automated, our outsourced in our value chain? Key Resources How can we replace or put scarce resources to work simultaneously? Key Partners What industries provide complimentary or related services? Cost Structure Where can we significantly reduce the cost of servicing our customers? 2017 NTT DATA, Inc. 13

14 Business Model Canvas: Uber Key Partners Key Activities Value Propositions Customer Relationships Customer Segments Key Resources How can we replace or put scarce resources to work simultaneously? Drivers Payment Processors Map Data Providers Local Government Platform Development Marketing Driver Onboarding Key Resources Uber Platform Pricing Algorithm Routing Algorithm Transportation on Demand Cash Free Easy to Order Instantaneous Utilize Unused Capacity Make Extra Money Highly Automated Transactional Channels Mobile App Social Media Marketing / PR Passengers Drivers Channels How can we move service of a customer to low additional channels? Customer Relationships What value do our customers provide or receive? Cost Structure Platform Development Salaries Sales and Marketing Driver Payments Revenue Streams Pay Per Ride Premium Products Surge Pricing Value Proposition What is our greatest capability and how can I turn it into a service? 2017 NTT DATA, Inc. 14

15 Velocity The amount of work or progress towards the final solution being delivered on a project within each iteration 2017 NTT DATA, Inc. 15

16 Why Project Velocity We want to know the future when we have the least possible information. Everyone wants reliable project estimates, what will it cost and when it will be achieved Business performance is predicted based on an understanding of the direction of the company Project velocity is an attempt to remove the desire to game project numbers (sandbagging) while also providing realistic progress against project goals Assumption has been: Increase velocity, shorten time to value 2017 NTT DATA, Inc. 16

17 The Opportunity for Improvement Planning Analysis Development Testing Deployment / Maintenance DevOps CD / CI SaaS Agile / Scrum Test Automation Some of the biggest project failures involved agile development deployed in a context of poorly defined business requirements - Boston Consulting Group 2017 NTT DATA, Inc. 17

18 Project Velocity = Story Points Completed Duration of Iteration Time to Complete = Backlog Size Velocity 2017 NTT DATA, Inc. 18

19 Creating Your Backlog Agile projects which miss business goals do not commit to creating and managing their backlogs. Establish the definition of Done, Provide size estimates to prepare for sprint planning Prioritize features and functionality Manage integration with: Systems, Partners, Business Processes, Stakeholders Keep Your Backlog DEEP Detailed Appropriately Emergent Established Prioritized 2017 NTT DATA, Inc. 19

20 Components of the Backlog User Stories describe the functionality that will be valuable to either a user or purchaser of a system or software Story Points relative measurement user to size effort and complexity Card E.g. As a registered user, I want to input username and password so that I can log in to the system. Front of user story card Back of user story card The amount of work to do The complexity of the work Any risk or uncertainty in doing the work Point system based on reference stories Tailored for each project team Conversation E.g. Unsuccessful logins are given an error message Up to three attempts are allowed Confirmation E.g. Try with an incorrect username Try with an incorrect password Try with an empty password 2017 NTT DATA, Inc. 20

21 Implementing Project Velocity Project Management Project Team Realize that estimates change (even story points), but they should get better This is a health check, not a performance review Stabilize your backlog and avoid churn Stand behind your estimates / commitments Get your velocity consistent and predictable Define done 2017 NTT DATA, Inc. 21

22 Customer A person who transacts business with an organization in order to accomplish their goals 2017 NTT DATA, Inc. 22

23 The Facts 72% of businesses say that improving the customer experience is their top priority $62 Billion of revenue will be lost due to poor customer service NTT DATA, Inc. 23

24 33% of consumers would rather clean a toilet than speak with customer service. - Dimension Data 2017 NTT DATA, Inc. 24

25 NTT DATA Digital Services: The First Focus is Through the Customer s Eyes Insight ID8 Characteristics 1 Intuitive 2 Integrated 3 Immersive 4 Informative 5 Influential 6 Individualized 7 Intentional 8 Instantaneous 2017 NTT DATA, Inc. 25

26 Three different types of customers Transaction Results B2C (Consumer) Purchase Support Renewal Loss of transaction Loss of customer B2E (Employee) Enablement Benefits IT Reduced performance Dissatisfaction Shadow IT B2B (Partner) Logistics Manufacturing Sales Reduced performance Damaged relationship Loss of business 2017 NTT DATA, Inc. 26

27 Digital Business Changes the Game External Stakeholders Internal Stakeholders 2017 NTT DATA, Inc. 27

28 Who is Your Customer? 2017 NTT DATA, Inc. 28

29 Customer Persona Creation persona: an illustration of a fictitious person representing the needs, behaviors, and goals of a particular set of members Establish a connection Understand your customer Communicate with stakeholders Built from experience or research 2017 NTT DATA, Inc. 29

30 Engagement Customer Characteristics and Expectations: Generations Generation: Greatest Generation Silent Generation Baby Boomer Gen X Millennial Boomlets Preferred Channel Come See Me In Person Call Me Me I m Online Text Me I m Mobile Disliked Channel Don t make me go online Don t make me go online Don t make me come over there Don t make me come over there Don t call me. Ever. Don t call me. Ever NTT DATA, Inc. 30

31 Business Model Canvas: Uber Key Partners Drivers w/ Cars Payment Processors Map Data Providers Local Government Key Activities Platform Development Marketing Driver Onboarding Key Resources Uber Platform Pricing Algorithm Value Propositions Transportation on Demand Cash Free Easy to Order Safety Utilize Unused Capacity Customer Relationships Highly Automated Transactional Source of Income Channels Passenger App Driver App Customer Segments Passengers Drivers Customer Interest and Involvement Passengers Drivers Corporate Routing Algorithm Make Extra Money Marketing / PR Cost Structure Revenue Streams Platform Development Sales and Marketing Pay Per Ride Surge Pricing Salaries Driver Payments Premium Products 2017 NTT DATA, Inc. 31

32 Empathy To create meaningful solutions you need to know your customers and care about their lives The problems that we are trying to solve are rarely our own Look at the larger context: norms, culture, goals, etc.. Identify emotions Elicitation on steroids Observe: View users behavior in the context of their lives Engage: Ask questions and participate Watch, Listen, and Do: Put yourself in their shoes Empathy is not market research: we focus on the individual Ground level reality that is often missed by more formal methods Empathetic Design: 1. Observation 2. Data Capture 3. Reflection 4. Brainstorming 5. Prototyping 2017 NTT DATA, Inc. 32

33 Problem: Infant Mortality Problem Space: 22 million babies each year are born with low birth weight Largest percentage in South Asia, particularly developing countries Cost as much as $20,000 Life saving in early days Stanford D School Challenge 2017 NTT DATA, Inc. 33

34 Costs 99% less than traditional incubators Heating pack is warmed with hot water No infrastructure required 2017 NTT DATA, Inc. 34

35 Empathy Map 2017 NTT DATA, Inc. 35

36 Recap Key Takeaways Customer The way in which a customer interacts and receives value from the goods or services provided Digital projects have different customers Know your customer and their expectations Empathize to find the right solution Velocity The measure of how much work is getting done on a project Estimates are going to be a challenge so demonstrate progress Destination is as important as speed Get that backlog built and groomed Value The benefits that an organization s business model provides to customers. Digital disrupts business models Business models create value Understand your business so it can be disrupted 2017 NTT DATA, Inc. 36

37 275,000 professionals $105B Top 25 Most Valuable Global Brand 1 110,000 professionals $16B Top 10 global business & IT services provider 50,000 professionals #8 on Consulting Magazine s Best Firms to Work For List 2 Industry Depth Financial Services Transportation Manufacturing Services Focus Areas Application Development & Management User Experience/Interactive Process & Organization Optimization Infrastructure Management & Hosting Thought Leadership Customer-centricity Internet of Things (IoT) Cyber & Security Public Sector Consumer Healthcare & Life Sciences Enterprise Applications Mobile Solutions Cloud Services BI & Analytics Intelligent Automation Digital Optimized IT Continue the conversation at our booth 2017 NTT DATA, Inc. 37

38 Matthew W. Leach Vice President, Business Analysis & Project Biography On his first day as an engineer, someone decided that Matthew (Matt) Leach should write requirements. He soon discovered that project success is not just about technology, but a holistic solution that solves the right problem. Since then, he has helped organizations better understand their business and their customers while delivering solutions that delight both. Currently, Mr. Leach is a Vice President in NTT DATA s Digital and Application Services business where he leads the Business Analysis and Project Management Practices. Prior to joining NTT DATA, Matthew held technical and leadership positions at EMC, Raytheon Integrated Defense Systems, and Robbins Gioia focusing on business analysis, project management, and the delivery of professional services engagements. When he is not partnering with NTT DATA s clients to make their projects successful, Matthew frequently speaks and writes on business analysis and project management topics and he is a contributing author for the third edition of the IIBA s Business Analysis Body of Knowledge (BABOK). Matthew holds Bachelor of and Master of Science degrees from Worcester Polytechnic Institute and a Masters of Business Administration from Boston College. He lives in Boston, MA with his wife and their two boys NTT DATA, Inc. All rights reserved. 38

39 2017 NTT DATA, Inc. All rights reserved.