Efficiency First Program

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1 Efficiency First Program Short-Term Impact; Long-Term Results Presented to:

2 Discussion Points About AOTMP Your Telecom Environment The Efficiency First Framework Our Approach The Efficiency First Program Adoption of the Efficiency First Framework Questions and Answers 2

3 About AOTMP 3

4 About AOTMP AOTMP is a global leader in telecom management best practices and industry standards for enterprises and vendors We work with enterprises, industry vendors and public sector companies to establish and maintain high-performance, best-in-class fixed and mobile telecom environments. AOTMP s mission is to drive adoption and utilization of industry standards and best practices through the Efficiency First Framework methodology to create a high-performing telecom management ecosystem. Utilizing our proprietary Efficiency First Framework, a disciplined and best practice-driven methodology for managing telecom environments, organizations realize substantial gains in efficiency, productivity and performance while significantly reducing costs. Through our Efficiency First Program, organizations create short-term impact and long-term, sustainable results. 4

5 Solution Overview A global leader in telecom management best practices and industry standards for enterprises and vendors AOTMP offers the following solutions Training and Certifications Research & Advisory Telecom Management Tools Performance Scoring & Analytics Solution Diagnostic and Certifications Services Events and Programs AOTMP solutions are based on the Efficiency First Framework, a proprietary best practice-driven methodology for managing fixed and mobile, voice and data telecom environments and supported by the Efficiency First Engine. 5

6 Core Solutions 1) Training and Certifications Online Training Professional Certifications Specialty Certifications 2) Research & Advisory Whitepapers 3) Telecom Management Tools 4) Performance Scoring & Analytics 5) Solution Diagnostic and Certification 6) Services High Impact Environment Assessment Baseline and Validation TEM/WMM Selection Solution Evaluation and Selection Contract Review 7) Events and Programs Conferences Research Alliance Telecom Management Ecosystem Memberships 6

7 Benefits For Enterprises 10% to 20% sustainable cost reduction 20% to 30% measurable efficiency gain Technical, financial and operational risk mitigation Relevant, actionable performance measurements and benchmarks Best practice recommendations for increased contribution to the business For Vendors Improved alignment to enterprise buyers Increased revenues Win more business Better customer retention Gain a competitive advantage A global leader in telecom management best practices and industry standards for enterprises and vendors 7

8 Efficiency First Program Benefits and Impact Adopt industry standards and best practices to create a sustainable and repeatable approach to telecom management Cut fixed and mobile / voice and data telecom costs by 10% to 20% Improve performance, productivity and efficiency by a measureable 20% to 30% Reduce technical, financial and operational risks Create short-term impact and long-term, sustainable results Leverage information and analytics to drive business results Go to a new level of performance beyond existing fixed and mobile telecom management programs Evolve the environment from a cost center into a strategic asset used to drive business objectives (revenue growth, customer service, revenues per customer, etc.) Drive the environment to best-in-class that out-performs competitors 8

9 The AOTMP Perspective Standard telecom management programs are only 15% of what your organization needs to operate at peak efficiency Standard telecom management programs address less than 100 of the 750 potential points of inefficiency in the environment It s all about creating short-term impact AND long-term, sustainable results It s not just about savings that s a given it s about the root cause It s all about measuring performance beyond cost savings Aligning telecom to drive business results that the C-Suite cares about will make far more impact than standard cost savings It s all about analytics, and leveraging analytics, to drive business results not just operational decisions and cost savings 9

10 Why AOTMP? A unique approach to transform an operating expense into a strategic business asset Unparalleled fixed and mobile telecom management best practice experts The Efficiency First Framework, a disciplined approach to managing the telecom environment Comprehensive library of best practices and experience driving adoption in over 500 enterprise telecom environments we know what works and what doesn t Benchmarking and research data pulled from our database of nearly 100,000 companies A proprietary scoring and performance management system for measuring and comparing performance in enterprise fixed and mobile telecom environments Thousands of operational and financial telecom management resources for day-to-day productivity improvement Industry and telecom environment research, case studies and supplier information Hundreds of hours of best practice training and certification programs Evaluation and scoring programs to drive individual and team performance 10

11 The Performance Index Are you operating at peak efficiency? What s your score? Are you below 5000? Are you above 9000 the level needed to achieve certification? 11

12 Some of Our Customers 12

13 Here s Why Avery Dennison Adopted AOTMP s Efficiency First Framework "We operate in over 50 countries, and each country seemed to have a different process for capturing and managing telecom costs. This made it difficult to get visibility into the environment. We knew we needed a standard methodology to utilize; and wanted to align ourselves with best practices for Telecom Management. Chris Zafirson, Director of IT Finance, Avery Dennison 13

14 Your Telecom Environment 14

15 The Efficiency First Framework 15

16 Behind The Scenes 16

17 Behind Business Analytics 17

18 Efficiency First Framework The Efficiency First Program is based on the Efficiency First Framework v3.0, a disciplined and best practice-driven methodology for managing fixed and mobile telecom environments. By adopting the Framework, organizations maximize the strategic value of their telecom assets to drive business results. The Framework has 4 core components: 30 Core Telecom Management Activities 10 Focus Areas 7 Stakeholder Groups 7 Primary Measurements 18

19 Efficiency First Framework v3.0 The Efficiency First Framework defines enterprise center of excellence principles and is the core of the telecom management ecosystem. 19

20 Efficiency First Framework v3.0 Relationships 7 Stakeholder Groups 10 Focus Areas 30 Core Telecom Management Activities 7 Performance Measurements Executives Processes Assets Key Performance Indicators Finance Structure Costs Focus Area Ratings Procurement Skills Vendors Team Performance Ratings Business Unit Leaders Technology Information Fixed and Mobile Efficiency Ratings Internal Customers Services Business Vendor Performance Ratings Telecom Management Business Impact Ratings Telecom / IT Operations Performance Index Rating Adoption Management Governance Policy Asset Inventory Management Help Desk Project Management Auditing Invoice Processing Regulatory Compliance Budgeting and Forecasting KPI Measurement Reporting Business Analysis Mobile Application Management Risk Management Change Control Mobile Content Management Security Contract Management Mobile Device Management Service Delivery Disaster Recovery Network Design Service Inventory Management Exception Management Optimization Service Ordering Fixed and Mobile Strategy Performance Scoring Sourcing and Procurement 750+ potential points of inefficiency in any fixed and mobile telecom environment 20

21 Efficiency First Framework v3.0 Focus Areas The focus is on driving efficiency, performance and productivity in the enterprise fixed and mobile telecom environment. Benefits are realized in many areas: Processes optimize and standardize workflows Structure implement best practice management structures Skills improve the performance and productivity of the people Technology achieve maximum efficiency from technology investments Services maximize the value from available fixed and mobile services Assets utilize assets for maximum efficiency and productivity Costs drive unnecessary costs out of the environment Vendors align vendors with the organization for maximum impact Information leverage information from the environment Business align telecom to executive business objectives 21

22 Telecom Management Ecosystem The Telecom Management Ecosystem is comprised of three groups; and each group affects performance of the other. Influence of performance by each group is measured by specific focus areas. 22

23 Why Certify? AOTMP drives efficiency, performance and productivity to a new standard in fixed and mobile telecom environments while transforming this cost center into a strategic asset that drives business results. We Help Enterprises: Reducing costs and increasing efficiency is just the beginning. Organizations realize a new level of performance far beyond traditional TEM and WMM programs while validating their environment to prove value to the C-Suite. We Help Vendors: Certification validates vendors as being viable contributors to enterprise performance, provides independent validation to recognized industry standards, boosts customer confidence, positions telecom vendors as leaders in the industry, drives revenues and gain market share. 23

24 Our Approach The Efficiency First Program 24

25 Efficiency First Framework v3.0 Adoption Approach Start Here Assessment Processes Structure Skills Technology Clean It Up Baseline and Optimize Services Assets Costs Vendors Information Business Apply Performance Management Structure KPIs Focus Area Ratings Team Performance Ratings Fixed and Mobile Efficiency Ratings Vendor Performance Ratings Business Impact Ratings Performance Index Continual Analysis and Recommendations Transform the Environment From a cost center to a strategic asset used to drive business growth Impact customers, revenue, market share, profit and expense while gaining competitive advantage Supported by the Efficiency First Engine 25

26 Efficiency First Program Information and Services Efficiency First Engine AOTMP University Module 1 Industry best practice training, certification Resource planning and critical gaps Telecom Management Tools Module 2 Tools, templates, guides, best practices Calculators, checklists, workflows Vendor profiles and reviews Industry average benchmarks Research & Advisory Module 3 Telecom management industry research Risk analysis and top performance gaps Tactical and strategic advisory sessions Business Case Support Performance Scoring & Analytics Module 4 Continual improvement recommendations Benchmarking and Efficiency Ratings Financial, operational, technical gap analysis Best-in-class and competitor comparisons Efficiency First Experts Environment Assessments - Resource, Process, Technology, Service, Vendor and Cost Assessment Service and Contracts Baseline & Validation TEM/WMM Solution Selection and Evaluation Technology and Service Selection Contract Management Services Industry and Telecom Management Advisory Services Industry Best Practice Gap Analysis Industry Business Telecom Analytics Performance Scorecard Development and Management Policy and process development The Efficiency First Program is based on the Efficiency First Framework, a disciplined and best practice-driven approach to managing fixed and mobile telecom environments. 26

27 The Efficiency First Program Adoption of the Framework 27

28 Getting Started Adoption of the Framework Components of the Efficiency First Program Environment Assessment (initial 4 months) Determine cost reduction and efficiency gain priorities Establish roadmap Services and Contracts Baseline and Validation (initial 4 to 6 months) Recoup wasted dollars Establish baseline for ongoing management Performance Scoring & Analytics (months 6 to 36) Continual cost and efficiency gain recommendations Continual performance measurement and analysis Optional Add-Ons Research & Advisory Subscription TEM / WMM or other Service Selection Contract Negotiations AOTMP University Subscription Telecom Management Tools Subscription 28

29 Environment Assessment Initial assessment determines the total financial opportunity Areas of severe inefficiency are identified Assessment of processes, structure, skills, technology, services, assets, costs, vendors, information, business Recommendations made based on business requirements and industry best practices Focus on short-term impact and long-term results Recommended actions prioritized based on financial impact, level of effort, business impact and ROI Key Performance Indicators (KPIs) are established Comparisons made to competitors and market excellence 29

30 Environment Assessment Deliverables Financial and Efficiency Opportunities: The total financial opportunity (waste) is identified, as well as opportunities for improving operational efficiencies, business outcomes and financial results Risks: Technical, operational and financial risks are identified Gaps: Variances are identified between the current state of your environment s processes and performance against proven industry best practices, standards and the Efficiency First Framework Benchmarks: Key Performance Indicators (KPIs) are established for executive, finance, telecom operations and business unit leaders and are compared to competitors and best-in-class environments Recommendations: Recommendations are made and considered from a financial, operational and technical perspective; the level of effort, impact to the business, the risk, the financial gain and the overall ROI are all addressed Road Map: A prioritized, executable road map for telecom environment change that addresses both immediate and long-term business objectives is established 30

31 Services and Contracts Baseline and Validation Deliverables Validation Analysis Report: The results from validating service provider information, contracts, CSRs, TEM/WWM solution information and other customer information Gap Analysis: An analysis of the current state of the service inventory compared to the best practice state (to-be state) Line Verification Report: The results from calling and verifying local service lines Discovery Report: A list of all Discoveries and their descriptions from the validation project with financial impact, time to implement and level of effort Observation Report: Outlines observations and provides analysis of root cause issues that impact the accuracy of the service inventory Recommendation Report: An overall report of tactical and strategic action items to improve the accuracy of the future state of the service inventory Implementation Report: A list and status of all recommendations in the implementation phase (if appropriate) Financial Impact Report: A continually updated report showing the financial impact realized, yet to be realized, and total expected impact 31

32 Performance Scoring & Analytics Overview Gain immediate insight and detailed information about how your organization can benefit and realize substantial gains in efficiency, productivity and performance. This performance management suite is delivered via a cloud-based software application that includes dashboards with ongoing metrics and recommendations for improving your telecom environment. Identify opportunities to increase the value of your fixed and mobile telecom environment s contributions towards achieving business results, gaining competitive advantage, driving revenues and increasing customer satisfaction. 32

33 Performance Scoring & Analytics Objectives The purpose of the business analytics subscription is to conduct a deep dive examination and analysis of best practices to uncover hard and soft dollar savings opportunities Over seven hundred and fifty (750) points of inefficiency will be measured and analyzed to gauge best practice performance and hard and soft dollar savings opportunities present in the environment Data collection and analysis is essential to create an environment baseline, perform a gap analysis against best practices, compare performance against similar environments and identify performance improvement opportunities Performance measurements of best practice execution will be established to gauge current performance and to quantify the business value to be gained through improving best practice execution Detailed recommendations will be made and prioritized to guide implementation and best practice performance improvements 33

34 3 Key Subscription Activities While there are numerous activities that take place within a Business Analytics subscription, they can be rolled up into the following three key groups: Profile Building Questionnaires and Interviews Hard Data Scoring and Measurement KPIs, Focus Area Ratings, Team Performance Ratings, Fixed and Mobile Efficiency Ratings Business Impact Ratings Vendor Performance Ratings Performance Index Score Observations and Recommendations Hard dollar savings-related Performance improvement / efficiency gain targeted 34

35 Efficiency First Initial Adoption Period Activities Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Adoption Activity 1 - Program Initiation and Management Adoption Activity 2 Survey (Profile) Data Collection Adoption Activity 3 - Information Collection Adoption Activity 4 - Conduct Interviews Adoption Activity 5 - Analyze Data Adoption Activity 6 Establish Initial Performance Benchmarks and Targets Steady State Present Recommendations and Observations Steady State Present, Compare and Analyze Benchmarks Steady State Data collection and Interviews 35

36 7 Core Efficiency First Performance Measurements 36

37 Performance Measurement Dashboards Telecom Management Maturity Model A dashboard tool supporting strategy development and execution. Key Performance Indicators (KPIs) Hundreds of leading and trailing performance measures with industry peer, competitor and market excellence comparisons that are used to diagnose performance challenges and identify opportunities across all aspects of fixed and mobile telecom management practices. Environment Focus Area Ratings 300 performance and opportunity identification measures that gauge adoption compliance and efficiency performance between the Efficiency First Framework Focus Areas and the Efficiency First Core Telecom Management Activities. Team Performance Ratings Six measures illustrating collective contributions of all individuals as a team efficiency within the telecom management ecosystem and the value of contribution to an organization s overall Performance Index Rating. 37

38 Performance Measurement Dashboards (continued) Environment Efficiency Ratings 30 measures illustrating efficiency achieved for 10 Efficiency First Framework Core Telecom Management Activities with industry peer, competitor and market excellence comparisons. Vendor Performance Ratings Measures illustrating the impact vendors have on the efficiency of fixed and mobile telecom management practices and the impact on overall business results. Business Impact Ratings Six measures illustrating alignment between the fixed and mobile telecom environment and the business served; and the effect of the telecom environment on business results with industry peer, competitor and market excellence comparisons. Performance Index Rating This 0 to 10,000 score illustrates technical, operational and financial efficiency, strategic business alignment, and competitive performance on a standardized scale with industry peer, competitor and market excellence comparisons. 38

39 Recommendations, Observations, Analysis and Strategies Metric Analysis Insight provided with all Ratings, Measurements and KPIs with commentary on the top five positive and negative performance drivers. Strategy Recommendations Recommendations for leadership designed to refine and prioritize existing telecom management strategy initiatives and for elevating initiatives into the strategy that will best support short-term and long-term business objectives. BYOD, Internet of Things (IoT), vendor strategy and technology investment, are examples of initiatives that may be addressed. Execution Recommendations Recommendations for maturing core telecom management activity practices are prioritized by level of effort, ROI, cost (if any), risks and business priority. Hard dollar savings and efficiency gain opportunities are targeted and recommendations are continuously provided throughout the subscription period. Opportunity Observations Observations offer insight around the ten Efficiency First Focus Areas and provide potential areas to explore for future value and benefit. The Focus Areas include Process, Structure, Skills, Technology, Services, Assets, Costs, Vendors, Information and Business. 39

40 KPI Annual Telecom Spend Per Employee How Do You Compare To Your Competitors? $1,400 $1,234 $1,200 $1,000 $800 $600 $526 $659 $422 $400 $200 $0 ABC Company (Current State) Average Across 24 Industries Retail Industry Peers ABC Company (Future State) 40

41 KPI Annual Telecom Spend Per Location How Do You Compare To Your Competitors? $60,000 $40,000 $31,573 $18,643 $20,000 $10,921 $10,894 $0 ABC Company (Current State) Average Across 24 Industries Retail Industry Peers ABC Company (Future State) 41

42 Efficiency First Performance Management KPIs 42

43 Efficiency First Engine KPI Examples 43

44 Industry Segments 44 Efficiency First Engine Top KPIs Enterprise Fixed and Mobile Telecom Spend per Employee Enterprise Telecom Spend per Location Telecom Costs as a percent of Corporate Revenue Telecom Costs as a percent of Corporate Profit Telecom Costs as a percent of Corporate Operating Expenses Mobile Voice and Data as a percent of Total Telecom Spend Fixed Voice and Data as a percent of Total Telecom Spend Enterprise Fixed and Mobile Telecom Spend as a percent of Total Enterprise IT Budget Fixed and Mobile Telecom Management Employees as a percent of Total IT Head Count Telecom Spend per Fixed and Mobile Telecom Management FTE Ratio of Wireless Devices to Employees Telecom Expenses Paid by Employee (T&E) versus Telecom Expenses Paid by Corporate Mobile Service Order (Add/Change/Disconnect) Completion Time per Request Mobile Break-Fix Repair Completion Time per Request Fixed Service Break-Fix Repair Completion Time per Request Agriculture Business Services Construction Consulting Consumer Goods Education Engineering Finance Government (Local /State / Federal) Healthcare Insurance Legal Services Manufacturing Mining, Oil, Gas Not-for-Profit Real Estate Retail Software Technology Telecommunications Transportation Travel Utilities Wholesale

45 Efficiency First Focus Area Ratings 45

46 Current Environment Summary 46

47 Fixed & Mobile Efficiency Ratings 47

48 48

49 Efficiency First Program Optional Services 49

50 Efficiency First Program Service Activities Utilizing the Efficiency First Engine and Efficiency First Experts, the following activities take place in the full Efficiency First Program: Efficiency First Framework Gap Analysis Services Baseline and Validation Process Review and Optimization Policy Review, Development and Deployment Technology Solutions Evaluation, Selection and Implementation Services Evaluation, Selection and Implementation Contract Review and Negotiations Technical, Operational and Financial Risk Assessments Vendor Scorecard Development and Implementation Organizational Structure Review and Gap Analysis Strategic Roadmap Development Business Analysis and Transformation of Telecom Ongoing Scoring and Measurement Ongoing Diagnostics, Gap Analysis and Recommendations Benchmarking, KPI and Reporting Development and Measurement 50

51 Questions 51

52 Thank You For additional information, contact: aotmp.com

53 Recommendations Overview Recommendations are supported by additional details such as high-level business case or business justification, approximate hard dollar savings amounts, etc. 53

54 54