Governance and COE: Key Components of a Successful Business

Transformation

Matt Evans Enterprise Strategy

Salesforce

Kevin Flowers Technology Executive Salesforce

Brought to you by Salesforce Cloud Services

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exity

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We engage at a level that is appropriate for your business

AcceleratedSuccess

ConsultativeSuccess

Accelerators

Advisory

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Mission Critical Support Strategic Projects

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We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation

Data-driven insights

Always-on expertise

TransformationalSuccess

5 Insights to Governing A Modern Enterprise

Scaling Your Innovation

Kevin FlowersInnovation & Transformation

kevin.flowers@salesforce.com@flowersk

Kevin Flowers

Background:

• 24 years business

• Specialize in Enterprise Strategy

• CTO - Coca-Cola Enterprise

• Global IT - Colgate-Palmolive

Personal:

• Live in Atlanta, Georgia

• 2 Daughters

• Hobbies: Aviation, Running

• Auburn University

Innovation and Transformation

Strategy | Innovation | Mobile | Cloud | IoT | Architecture

You are Empowered !!

Roles and Responsibilities

PROJECT – PROGRAM or INITIATIVE TEAMS ENTERPRISEFUNCTIONS

Integration

User Experience

Enterprise Security

Master Data & Information

Support Functions

Technical Architecture Manage Org Strategy Source Control

Backlog Prioritization Steering Committee Roadmap

Platform LeadershipSALESFORCE PLATFORM STRATEGY COE

Technical Architecture LeadershipBusiness Stakeholders

Initiative One

Certified Developer

Analyst – Business

Change Mgmt.

System Admin

Project Owners

Initiative Two Initiative Three Different Org

SCALE & GROWTH

1

Business and IT Alignment Interaction2

Cadence3

Architect

Daily

Prioritize Backlog

2–4 Weeks

Develop, Test, Accept

Start Agree on Requirements Deploy

Enablement4

Headroom for the Unknown(Platform + Iterations)

= Insights & Opportunity

Penicillin DiscoveryAccidentalAlexander Fleming

5

5 Insights to Governing a Modern Enterprise.

Roles and ResponsibilitiesProvide clarity with regard to who has what responsibilities.

Business and IT - InteractionCreate structure so Business and IT start working closer together.

CadenceEstablish a consistent timeframe for releasing new business functionality.

EnablementSet a world class standard of maximizing skills.

Headroom for the UnknownCreate opportunities for your organization to go beyond what is thought possible.

1

2

3

4

5

Center of ExcellenceScaling Your Innovation

Matt EvansEnterprise Strategy

mevans@salesforce.com@mattsmessage

Matt Evans

Background:

• 12 years business process consulting, MBA

• Specialize in COE, Governance, Adoption

• Salesforce Admin of the Year, 2008

Personal:

• Live in Utah

• 5 Children

• Hobbies: 5 Children

• Cubs Fan

Enterprise Strategy

COE Maturity Model

Ad Hoc- Disparate approaches

Managed Capabilities

- Standards- Governance- Security

Agility- Process- Change Control- Org Strategy- Knowledge Sharing- Global vs BU Functions- Business vs IT roles

Alignment- Sponsorship- Unified Roadmap- ROI Tracking- Architecture- Adoption Support

Innovation- Integration- Rapid Prototyping- Ideation- UX Design- Data Science- Monitor & Adjust using Data

Transformation

Am

ou

nt

of

Inn

ova

tio

n

- Releases- Resources- Environment Strategy

Chapter 1

The People

People Place Image Here Place Image Here

Chapter 2

The Process

Chapter 3

The Culture

Chapter 1

The People

People Place Image Here

Place Image Here

Chapter 2

The Process

Chapter 3

The Culture

Sample Model Global Resource Contribution

Global Solution Delivery Global Solution DevelopmentGlobal

Steering Group

Change Control Board

Country Business Sponsor

Global Org Adoption

Lead

Global Program Manager

Program Management

Legend

Salesforce.com ResourceCONSULTING ResourceCUSTOMER Resource

Regional Project

Manager (5)

Deployment Analyst (5)

EMEA Deplmt Support

Global Deployment

Analyst

Global IT Lead

Global Data

Architect

Regional IT Lead

(6)

Data Analyst

Country Coordinator

Country Data Specialist

Regional Comms Lead

(5)

Regional Resource Contribution

In-Country Resource Contribution

Data & Integration

LeadTraining PM

Engagement Manager

Comms Lead

System Architect

User Advocacy

Group

Functional Lead (6)

Regional Training Lead

(6)

Business Leader

IT Lead (Optional)

UAT

Requirement/Design

ParticipantsSuper Users

DMG Lead (5)

Training Delivery

Release Manager

Ongoing Support

Change Control Board

Business Release Manager

One Center of Excellence

PMO

DEPLOYMENT

COMMUNICATION

DELIVERY TEAM

CHANGE & ADOPTION

END TO END SUPPORT

RELEASE / ENVIRONMENT MGT

SOLUTION / ARCHITECTURE

DATA ARCHITECT

INTEGRATION / CONNECTORS

INNOVATION / LAB

Executive Sponsor

LEA

DER

SHIP

CO

UN

CIL

&

STA

KEH

OLD

ERS

CoE Business Lead CoE Tech Lead

CENTER OF EXCELLENCE

PROCESS MGT (BPO)

TRAINING MATERIALS

METRICS & ANALYTICS

DATA MGT

Global Program Owner

Project Owners

Executive Steering Committee

Project 1 Project 2 Project 3

Example ModelExecutive Sponsor

Executive Steering Committee

Business Working Groups

Change Management & Adoption

Training Champions

Data Architecture

Technical Architecture(Sourced through Partner)

Compliance, Data Privacy, Legal and CISO

Business Process SMEs

Ops Support, Reporting, etc.

Quality Assurance

Release Management(Solution Architect)

Technical Working Groups Program Owner

Work stream #1 Work stream #2 Work stream #3 Work stream #4 Work stream #5ProjectWork

streams

Lead

ersh

ip C

oun

cil

&S

take

hol

der

s

US EU ICON JPAC

Example Model

Executive Sponsor

Executive Steering Committee

CoE Business Leader

Change Management

Business Operations

Functional Architect

Training and Deployment

Metrics and Analytics Community

Global CoE Owner CoE Technical Leader

Release Mgmt/QA Data Developer Technical

SupportTechnical Architect Portal

Business Advisory TeamCapability Leads

USTheatresAmerica’s

International EMEA APAC GOV

GrowthInitiatives

Call Center Marketing EBC Field Sales Inside Sales Tele Sales Sales Engineers

Finance/Comp Renewals Customer Sat Channel Services

Who should be on my COE team?It’s more about the people than the structure

The individuals you select are more important than their experience• Open minded, eager about leveraging modern technology.• Enlist those with little or no experience; attitude can be just as important as aptitude.• Potentially staff the COE with skeptics.

Start with a small team of 3-5 people that are passionate about the cause• Check egos at the door.• Be both highly reactive and proactive.• Create development paths for the people.

Minimal technical roles required are Architecture, Salesforce Expertise, Exec Sponsorship• Enlist part-time roles to bring in expertise (project managers, BAs, trainers, QA/UAT, legal, HR,

adoption, scrum team leaders, etc.)

Should it report to the Business or to IT?Not a question of where, but who

Where it reports to is not as important as the executives support it receivesFind a proactive, supportive VP-level or above, executive sponsor to drive the COE.

Secure funding for the COE and treat it like a businessSuccessful COEs need 2 years of funding before they become self sufficient.Time to build a governance process, collaboration efforts and evangelize its merits across the firm.Executive sponsor is responsible to commit to and sustain the financial support.

I prefer a sponsor from the business side

Place Image Here

Place Image Here Place Image Here

Chapter 1

The People

Chapter 2

The Process

Chapter 3

The Culture

Center of Excellence – Key Processes

• Identify Executive Sponsor(s)• Identify Stakeholders• Program Charter• Meeting’s Agenda and Schedule• Center of Excellence Operating Model• Roles and Responsibilities• Communications Strategy• Vendor & SI Management• Value Management• Skill Management• Org Strategy• Program Reporting• Risk Register & Management• Cloud Adoption Principles • Ongoing review of Governance Effectiveness • Offshore Development

• Backlog Management • Business Obstacles• Budgets• Prioritization/Decision Criteria• Innovation• Business Data Architecture• Business Transformation

• Development Best Practices • Program Release Roadmap & Cadence• Change Control Process & Backlog

Management• Environmental Management• Release Manager Roles & Responsibilities• What can be changed in Production? • Code/Configuration Release Mechanisms• Bug Tracking System• Testing Strategy

Executive & Program Management Release Management

Architecture

Adoption/Training

Development

• Development Methodology• Adhere to Development Best Practices• Development Process• Technical Debt

• On-going Support Plan• Bug Reporting Process & Tracking• Administration• End to End Readiness

Support

• Data Architecture• Data Quality Strategy• Data Migration Strategy• Application Rationalization Strategy• Mobile strategy / Architecture• Long-term Data Management Strategy • Integration Strategy• Security Architecture• Infrastructure Architecture

• Adoption Strategy• Power Users• Define Deployment and Training Strategy• Define Success Metrics Strategy &

Ongoing Reporting• End user Communication• Conduct User Group Meeting• Measure Effectiveness and Continuously

Improvement

Business

Creating a LOB Improvement AgendaAddress immediate needs and make progress toward strategic objectives

Implement a Best PracticeUpskill EmployeesInstall a new technology

Improvement Activities

Financial Constraints to Improvement

Bandwidth Constraints to Improvement

Capability Constraints to Improvement

Actual Capacity to Improve

COEs Add value and build

Credibility by helping LOBs

define and execute a concise

improvement agenda

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Place Image Here Place Image Here

Chapter 1

The People

Chapter 2

The Process

Chapter 3

The Culture

“Through 2018, over 90% of new CRM initiatives will require a new IT approach

focused on speed and agility.”

(Source: Gartner, Inc., Apply Gartner's Agility Model to Increase Innovation in CRM, 9.29.15)

COE Cultural PrinciplesMove at the speed your customers demand

Configuration firstGo fast and iterate

Mobile-first when appropriate

Transparent CultureData Drives Decision

Business value driven

Multi-speed IT

Keep it simple and reuse

Player/coach, not spectator

PRINCIPLES

Cool technologyHow we have always done it

One process for deliveryCustom code

Release complete applicationsDesktop first

Variations of the same appStakeholder oversight

Escalation managementSqueaky wheel

FROM

Business value drivenChallenge status quo

Multi-speed ITConfiguration firstGo fast and iterate

Mobile-first when appropriateKeep it simple and reuse

Player/coach, not spectatorTransparent Culture

Data Drives Decisions

TO

Culture – Blaze a new Trail

Not just cool technologyDrive business value

Not “Because we have always done it this way”Challenge the status quo

184 Steps

16 weeks

Tested with simple, configuration app

Step 31: Full security review

Step 57: Hire 2 heads to support

Step 103: Buy 3 servers

Step…..

25 Steps or 40 Steps or 5 Steps

2 weeks or 4 weeks or 1 day

Not one process for deliveryLeverage multi-speed IT

Minimal Viable Product Process

Immediate Release

- Email templates

- Views

- Dashboards

Quicker Release

- Configuration first, mobile first

Quick Release

- Integration

- Code

Level of Ambition

Leve

l of C

ompl

exity

Cloud Services helps you achieve business value, faster

We engage at a level that is appropriate for your business

AcceleratedSuccess

ConsultativeSuccess

Accelerators

Advisory

Premier Success Plan Premier+ Success Plan Signature Success Plan

Mission Critical Support Strategic Projects

Experience Design

Innovation & Transformation Center

We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation

Data-driven insights

Always-on expertise

TransformationalSuccess

Senior ExpertsDedicated and engaged

leaders that partner with your executives

Proven Methodology Salesforce best practice and

approach that are able to sustain transformation over time.

Bundled ExpertiseAdvisors pull in the right experts

from security to change management, design

Innovation & Transformation CenterOur proven methodology packaged to help IT and Line-of-Business executives collaborate and sustain transformation.

Why does it matter:

• Deliver on your most ambitious and strategicinitiatives with the right team of advisors.

• Salesforce customer-centric approach to innovation.

• Achieve and maintain alignment and agility.

Transformational Success

“Keep one eye on the microscope, but the other eye on the telescope”

Fortune 50 - CEO

Business Architect Program Executive Program Architect

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