View
219
Download
0
Category
Preview:
Citation preview
Automating a complex commercial
service delivery process Clare Bradley, Principal Consultant, Atkins
Case Study: Ovum Business Process Management
Agenda
● Introduction to Atkins
● Existing service delivery process, challenges & requirements
● Implementation - the solution, benefits & lessons learned
● Additional Atkins BPM projects
2
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
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.
5
Transport planning,
pedestrian modelling and
urban design
Atkins
7
Full multidisciplinary design,
design coordination of civil works including
geotechnical & site investigations and construction
supervision
Our businesses worldwide
UK
Water and
Environment
Highways and
Transportation
Defence,
Aerospace,
Communications
Design and
Engineering
Rail
Management
Consultants
Faithful+Gould
Europe
Denmark
Ireland
Poland
Portugal
Sweden
Faithful+Gould
Atkins
Energy
Asia Pacific
Europe
Middle East
North America
UK
North
America
Water and
Environment
Highways and
Transportation
Design and
Engineering
Peter Brown
Construction
Faithful+Gould
China
Asia
Pacific
Ireland
Hong Kong
Faithful+Gould
Middle
East
Note: This is not a management structure
Norway
India
Saudi Arabia
UAE
Kuwait
Bahrain
Oman
Faithful+Gould
Qatar
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
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
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
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
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
The solution
● 142 forms and sub forms
● 32 actions
● 82 mail notifications
● 10 web services & service consumers
● 14 WCF services
● 41 database activities
16
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
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
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
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 www.pnmsoft.com
21
Recommended