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CMMI como acelerador de la excelencia de Centro de Desarrollo para una organización global.

Jesús Alonso García

Copyright © 2013 Accenture. All rights reserved.

Outsourcing in Accenture

Leader as Outsourcing Service Provider

• Best Outsourcing Partner following la IAOP (International Association of Outsourcing Professionals) in the last 5 years.

• Named in relevant position for Outsourcing Center in 2011 as Best Global Services y Best Business Transformation.

Accenture crea mercado para outsourcing de RR.HH. con un proveedor global de comunicaciones

Accenture firma el primer contrato de outsourcing combinado con una empresa global de ocioAbre en Bangalore el primer Delivery Center para BPO en la India

Accenture firma el mayor contrato global de outsourcing para RR.HH. con una empresa global de bienes de consumo

IAOP elige a Accenture como el proveedor de servicios de outsourcing número 1 del mundo por quinto año consecutivo

Accenture también aparece como líder de IDC MarketScape en servicios BPO de analítica de empresa

US$27 of NR245 K+ Employees120 countries40k+ people in near shore

Copyright © 2013 Accenture. All rights reserved. 3

Accenture Delivery Centers

Accenture (NYSE:ACN) is a global management consulting, technology services and outsourcing company,

• Our clients:– 94% out of Fortune 100– 76% out of Fortune 500

Copyright © 2013 Accenture. All rights reserved. 4

Spain Delivery Center

Fast Facts Established: 1992

Locations: Barcelona, Bilbao, Madrid, Malaga, Seville, Valencia and Zaragoza

Headcount: 1,100+ (4,270 in GDN for Technology in Spain)

Languages Supported: English, Spanish, French, German, Italian and Portuguese

Certifications/Standards: CMMI®-Dev Level 5, ISO® 14001, ISO® 9001: 2000, ISO 27001 SAP AMS, ITIL, PMP, OSHAS

Industries: All industries, including Alnova, Banking, Communications, Electronics & High Tech, Energy, Health, Insurance, Media, Products, Retail and Utilities

Location Highlights•Accenture Spain Delivery Center is the first organization in Europe to achieve CMMI®-Dev Level 5


Systems thinking

• Application Lifecycle Management. Ability to understand the system as a whole

• Application Performance, starting in the design phase

• Focus on improving the constraints

Statistical thinking

• Ability to understand the variation of the results of the process

• Forecasting the problems and focusing on improving key factors

Process thinking

• Ability to identify processes, i.e. patterns ofwork which repeat

• Performance depends on the quality of the processand focus on improving the process

Initial

• Performance depends on the people

• Focus on having many “heroes”

High Maturity in Spain DC

5

CMMI® Level 5

CMMI® Level 3

First informal assessment

CMMI® model selection

ISO® 9001 certification1996

1999

2003

2005

2008

2000

2002

CMMI® v1.2 Level 5

CMMI® v1.1 Level 5

CMMI® v1.3 Level 5 2011


Project Benefits:

• Optimizing the project process to maximize the probability to achieve the objectives through Montecarlo Simulation in the predictive models

• Controlling and improving critical sub-processes through statistical process control and variation causal analysis

Organization Benefits:

• Developing Lean productivity and management tools

• Quantitatively improving quality, cost and schedule, applying statistical methods with Six Sigma methodology

• Leveraging in projects the best practices and lessons learned in previous experiences

(*) LMIS stands for Lean Management Information System and is the Analytical Management tool used at Spain DC to help project achieve their business goals

High Maturity delivering projects and services

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CMMI®-led and LMIS(*)-driven high maturity at Delivery Center in Spain produces outstanding benefits, both at project and organization level:

Copyright © 2013 Accenture. All rights reserved.Copyright © 2013 Accenture All rights

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CMMI High Maturity Analytics

The improvement of project performance (Cost, Schedule or Quality) is translated to a cost reduction for each project.

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23 k€

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Monthly Cost Reducion for latest projects

Solution Factory SAP BIArea Improved: CostCpk: From 0.26 to 0.31Gain: Reduced Avg Resol. time

Accenture projectArea Improved: ScheduleCpl: From 0.43 to 36.7Gain: 5.3pp on-time deliveries

High-Tech lead in EuropeArea Improved: CostCpk: From -0.29 to -0,09Gain: 0.2pp on cost variance %

European Governmental OrgArea Improved: CostCpk: From -0.10 to 0.21Gain: CV% from -0.3 to -0.1


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Benefits (I)

Spain DC – Several Clients Improvements (80+ clients)

Predictive models provide with invaluable information to reduce the risk of issues in a project, as the source of some potential problems can be handled properly in an initial stage

Use of analytics techniques give a better insight on project normal issues and the possible cause, avoiding taking actions based on responsible “feelings” or perceptions

These analytics tools are totally integrated in LMIS (Lean Management Information System), what makes this information automatically available in the project responsible inbox, and facilitate the management of derived actions to resolution

Acquired knowledge can be used as a differentiation factor from our competitors, so it has been included as a service to allow other Accenture units to take this advantage.

Through predictive analytics, we not only better manage the present, but also increase the probability of future success. In doing so, we become Predictive Enterprise.


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Benefits (II)

Improved management based on best practices Best practices from ADM, PMI, CMMI, Lean Six Sigma Single database to store all management data Based on industry tools selected by ADT Collection of templates based on ADM with additional

functionality Web Service and batch components to fill the gaps

Significant reduction of management overhead Management plans become records in the database Management plans instruct the behavior of the system Time sheets validated with complex business rules Checklist uploaded in the database at no cost MS-Project updated daily by the batch Daily communication automated by the mailer

Spain DC – Several Clients Improvements (80+ clients)


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Benefits (III)

Spain DC – Several Clients

Improvements (80+ clients)

Continuous improvement enabled by the system Support to high maturity process areas Database designed to facilitate statistical analysis Architecture can be extended with additional metrics and reports

Example of LMIS predictive model resultExample of LMIS control chart

Example of LMIS capability chart Example of LMIS box plots

Spain Delivery CenterAlways Ahead