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Introducing the CAI Global Partnership Alliance. We welcome you and your organization to a world of collaboration and opportunity.
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Agenda
• CAI Core Business and Vision• Our Offerings• Partnership
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CAI Company Overview• IT Services Business since 1981• Privately Held Entrepreneurial Organization• Experts in IT Process Engineering• 3,500 Associates Worldwide• $530 Million Revenue in 2014• Offices in 35 U.S. Metropolitan Areas• International offices in Bangalore, Hyderabad, Manila, Sao
Paulo, Shanghai, Sydney, Toronto• International Delivery Centers:
• USA, India, Ethiopia, Philippines• Customers: 120+ Fortune 1000 and Public Sector Agencies
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CAI Core Competencies • Process Management Discipline
– Consistent process drives efficiency• Metrics Based Management
– Use tools to collect detail data, analyze and report trends
• Continuous Improvement– Acting on results of metrics based management to constantly evolve and improve
• Delivering Measurable Results– Measuring cost reductions and productivity increases
off the baseline• Using Automation
– Enforcing management systems to achieve results• Customized Client Engagements
– Adjust approach to meet client needs and fit within their culture
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Plan
Build
Run
Planning or thinking represents all activities
associated with problem solving, at any level of the enterprise, and includes
functions such as strategy setting, research,
planning, requirements, analysis and design.
Building or delivering represents all activities
associated with the actual procurement,
construction, deployment, and verification of
solutions, post-planning and pre-running.
Running or operating represents all activities
associated with the execution, maintenance and support of all
solutions that are in the process of being delivered or have been
delivered.
Core Businesses
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Staff Augmentation
CAI VeriCenter®
Application Knowledge Capture (AKC) Service Desk
Managed Maintenance
Plan
Build
Run
Managed Staffing Svcs (MSS)
Best PracticeConsulting
ApplicationDevelopment
Services
IT Maturity Assessment
Portfolio Analysis/ ApplicationRationalization
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ServiceDelivery
Staff Augmentation
Vericenter
Application Knowledge Capture (AKC) Service Desk
Managed Maintenance
Plan
Build
Run
Managed Staffing Srvs (MSS)
Best PracticeConsulting
ApplicationDevelopment
IT Maturity Assessment
Portfolio Analysis/ ApplicationRationalization
29 US Locations
Australia
Solution Centers (3 US, Manila, India, Ethiopia)
Canada
CAI’s Partner Alliance adds to the completeness of this model with special products and services such as SIG (code
quality analysis), MSS (application migration), DNN/R2i (portable application development), Pie Matrix (process
modeling), Entelgy (application security).
In addition, our global partners add industry-specific and regional expertise including Entelgy (banking, utilities, Latin America), Newtouch (China/Japan), and other Asia/Pacific
partners in Malaysia, Japan, Korea, and Taiwan.
7 AsiaAfrica
Staff Augmentation
CAI VeriCenter®
Application Knowledge Capture (AKC) Service Desk
Managed Maintenance
Plan
Build
RunTracer
®
APO
Managed Staffing Svcs (MSS)
Best PracticeConsulting
ApplicationDevelopment
PPM
IssuesManagement
Products
IT Maturity Assessment
Portfolio Analysis/ ApplicationRationalization
Be A GreatProfessional IT
Tracer Portal
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Sample of Computer Aid Clients
Manufacturing
Retail
Services
Financials Transportation / Logistics
Insurance Utilities
Government
Education
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CAI “Snapshot”
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Core Services
Application Maintenance
Application Development
Managed Staffing & Staff Augmentation
By Products Our Focus is Always…
IT Consulting
• Help Desk • Knowledge Transition• ITIL Compliance
On-time Within Budget Quality
Software
Resulting in High Customer
Satisfaction
• Project Management• Architecture & Design• Quality & Testing Practice
• Large Vendor Network• Resource Acquisition• Back Office Operations
• Assessments• Install Best Practices• Governance & Visibility
VisibilityClassify and Capture Work, Events & Time Utilization
ControlStandard Process & Measurements;Decisions on Value of Work
OptimizationUse info to Improve productivity;repeatable
Innovation
Impr
oved
Cap
abili
ty L
evel
CAI Approach Improving Organizational Capability
Cumulative Timeline
Improving IT Management:CAI provides process,measurements & tools
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Focus on Maintenance & Support
• Largest Part of Software Budget – 50-80% of software management
budgets
• Most Critical Software Work – 100% of the software supporting
business operations
• Benefits More EasilyRealized than Development– Easier, rapid cycles and learning curve– Faster return on investment– Benefits are recurring– More commonality of activities across
application portfolio
Sof
twar
e B
udge
t 65%
Softw
are Supporting
Business 100%
Maintenance And SupportDevelopment
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Application Support Outsourcing
Managed Maintenance
CAI commits to a 20-30% improvement in productivity in Operational Area
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What is Managed Maintenance?
A best practices approach to maintaining and enhancing production systems.Metrics-based methodology that tracks all events, individual and team performance against SLAs. Integrated workflow solution with your processes including helpdesk integration. Proven solution that provides visibility, control, and optimization of support resources and activities.
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Managed Maintenance Life Cycle
Stabilization
Assessment
Transition
Optimization
Continuous Process Improvement
Initial
Growth
Partnership
• Begin Team Support
• Solidify Processes
• Efficiency and Quality Initiatives
• Prevention
• Knowledge Transfer
• Learn Environment
• Initial Evaluation
• Develop Initial Project Plan
• Identify Target Systems• Define the Project Scope• Document Existing Processes/Methodologies• Develop the Transition
Plan
• Execute Transition Plan• Staff Team – Skills &
Industry• Identify Project Manager• Learn System/Technical Environment• Thoroughly Document• Build Rapport with Clients/Users• Understand Business
Needs• Org Change Management• Client/SME approval on Knowledge transition
• Confirm Support Policies• Fully Integrate
CAI’s Methodology• Begin Tracking Efficiency• Solidify Processes• Perform to Service Agreement
• Support Automatic Gathering
of Process and Metric Data• Use Data to Analyze and Enhance the Process• Optimize Support
Structure
15 15
LAS Process Flow
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Knowledge Capture
• Knowledge Sources– Undocumented Knowledge – What is in peoples’ heads?
• Insights and understanding of the application and how it is used• Repeatable problems and undocumented solutions/utilities• Understanding of user challenges• Undocumented “common practices”
– Documented Knowledge• User Guides• Operations Guides• Formal Processes• Problem and Request Logs• Technical Specifications and Source Code Comments
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Transition in 30 - 90 Days
Detailed planning to ensure team is productive
Organized knowledge capture & transition between people
Living documentation on systems, owned by OD – stays forever
Confirm processes & baseline performance measures
Implement in workflow tool to enforce time/metrics gathering & process adherence
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TRACER® Visibility
• What are my people doing?• What are they supposed to be doing? • How well are they performing?• What should they be doing next?• What do my customers think?
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TRACER® ControlSTANDARD WORK
PROCESSES STANDARD ESTIMATING
LEVERAGING KNOWLEDGE& INFORMATION
• Provides Structure and Consistency
• Reduces Non Value Added Work
Production Incident Process Flow
P04
Production IncidentProcess Flow Legend
Manual ProcessFunction
Main Process Function
Automated ProcessFunction
IncidentNotification Non-
ABENDABEND/
Job Abort
BatchProgram
On-LineProgramJob Abort
CaptureIncident Data
IdentifyResources
Pgm. ChangeWR Steps
28-45
EscalationProcess
UpdateIncident Issue
Tracking
Incident IssueForm
CorrectiveAction
AssignResources
IncidentLog-In
Tracking
NotifyResources
Customer Sat.Feedback Log In CSF
UserApproval
(Close)
UpdateIncident
Tracking
Close Incident
Time Entry
CaptureIncident Data
ClassifyIncident
IdentifyResources
NotifyResources
IdentifyOutside
Resources
AssignResources
IncidentLog-In
Tracking
IncidentInvest igat ion
No ActionRequired
EscalationProcess
UpdateIncident Issue
Tracking
Incident IssueForm
CorrectiveAction
PrioritizeIncident
Pgm. ChangeWR Steps
28-45
Customer Sat.Feedback
UserApproval
(Close)
UpdateIncidentTracking
Close Incident
1
6
8
9
4 53
2
7
10
1112 13
14
15
16
17
1819
20 21
23
24
25
26 2728
29
30
31
33
34
32
35 36
37
38
39
40
43
4241
Open NewWork Request
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Open NewWork Request
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• Motivate Performance through Self Measurement
• Application Documentation• Focus on Customer
Satisfaction
AKTNotebook
I A C
Computer Aid, Inc.
®
ON-LINE NEW PROGRAM ________________ DATE __________COMPLEXITY WORKSHEET(COMPUTER AID, INC.) PREPARER _______________
COMPLEXITY RATING CHARTVS < 30 S = 31-100 A = 101-180 C = 181-280 VC > 280
POINTS _______________ APPROVAL DATE _______________ORIG.TYPE ______ NEW TYPE ______ ORIG. COMP._______ NEW COMP._______
COUNT VALUE POINTS
1) Scrollable Screen (Pageable) _______ 5 _______
2) Multiple Screens within the Program _______ 5 _______
3) Number of Screen Fields(Note: Include all exits. No exeptions.)Inq Type _______ 1 _______Upd Type _______ 3 _______
4) Number of Screen Responses _______ 5 _______
5) Number of Accesses to Database _______ 5 _______
6) Number of Accesses to VSAM File _______ 5 _______
7) Number of Subprogram, Subroutine, or Job Stream Calls _______ 2 _______
8) Number of Programs That Call This Program _______ 2 _______
9) Number of Single Level Edits _______ 1 _______
10) Number of Relational EditsCompound or Relational Conditions Linked Together _______ 3 _______
11) Number of Complex Formulas and Calculations _______ 3 _______
12) Array or Table ProcessingSingle Dimension _______ 3 _______Two Dimension _______ 5 _______
13) Complex Routines(Sorting/Summarizing, File Interface Processing,Database Change/REORG, Managing Multiple Recs)Rating of Complexity (Count 1 to 4) _______ 10 _______
Total Points _______
• Enables Consistency in Estimating
• Provides Common Baseline for Measuring Performance
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Incidents 94
Call Support 86 Work Requests 371
Admin 22
Total Hours 655
Work Request 192
Admin 47
Call Support 173
Incidents 229
Total Hours 614
• Communicate Status of All IT Work Events to Users/IT Management
• Graphic Display of Work Completed on-Time & In Budget
• QC Checklists enforces “Best Practices”
• Work/Rework Breakdown Analysis
• Elimination of Repetitive Calls and Problems
Work Hours 170
Rework Hours 9Total Hours 179
• Rework Tracking and Problem Trend Analysis
• Tracer Data Can Be Sorted to Display Trends and Root Cause Analysis
DRILL DOWN ANALYSIS
IMPROVINGQUALITY
REDUCINGREWORK
TRACER® Optimization
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Results: Improved ProductivityAnalysis of Total Year-to-Date Hours
Admin, 57
Call Support, 113
Incidents, 104
Work Requests, 381
AdminCall SupportIncidentsWork Requests
Analysis of Total Year-to-Date Hours
Admin, 47
Call Support, 102
Incidents, 229
Work Requests, 173
AdminCall SupportIncidentsWork Requests
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Why do people work with CAI?We Let You Focus on Your Core Activities
Leverage employees & business knowledge on most strategic initiatives
We Get You Out of the “Support Business”By providing efficient, cost-effective support solutions for applications & help desk
Consistent On-time, Within Budget Delivery on Projects Our PMO ensures compliance with methodology and is proactive in resolving issues
Infusion of Best Practice Process & Metrics Increases the productivity of IT & Business
Buy a Business Solution, not HoursCAI provides the management and contracts on SLAs & scope
Our Commitment to Building Long Term RelationshipsDelivering measurable value — A strong reputation & references
Easy to do Business With
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CAI Alliance Outline• An independent association of Mid-market
technology and consulting firms
• Objective to share information, products, and delivery capability
• Together alliance members are able to go after new opportunities and expand their marketing
CAI
Member Member
Member Member
Collaborative Opportunity
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PLAN
BUILD
RUN
BPR
Project #1Project #2
Project #3
App #1
Help DeskControlAp
plica
tion D
evelo
pmen
t
Outsou
rcing
Application Support
Outsourcing
Managed Staffing Services
Management Solutions & Consulting
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Alliance Offerings
Application Development Outsourcing
Application Support Outsourcing
• Staff Augmentation
Managed Staffing Services
Management Solutions & Consulting
• Application Development
• Off-Shore and BPO
• Support Staffing• QA & Testing
Services
Processes | Performance Metrics | SLAs | Best Practices• Automated Project
Office• Advanced
Management Insights
• IT Education Packages
Fastest Startup
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Support for Members
• Training– Programs available for products / services– Access to online materials
• Marketing Support– Advertising space in daily newsletter (AITS)– Promoted webinar opportunities (ITMPI)
• Sales Support– Support for list building and email campaigns– Joint sales call support
• Collateral– Sample whitepapers– Sample presentations
• Budget– Case by Case support marketing events
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Sample of Members
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Our Goals
• Build a alliance of IT service providers worldwide
• Expand our partners ability to delivery IT services
• Attract new business opportunities for members
• Expand awareness through world wide thought leadership efforts
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Engagement in the Alliance
Joint Marketing / Speaker
Marketing Alliance
Product Integration
Joint Venture
Alliance Rebrand
Reseller
Agent
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Next Steps
1. Deep dive into specific capabilities
2. Review joint capabilities
3. NDA / Teaming Agreement
4. Joint planning
5. Execution on partnership programs
