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CRM Solution Design Verification
August 15th, 2012
BP & IA Team
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High Level Goals
• Produce scalable and replicable method to continuously conduct design verification
Starting with CRM, it can be applied to other areas
• Increase organizational memory and transparency
• Preserve and connect tacit knowledge within Corporate Affairs
• Improve efficiency of team members
• Link learning to collaboration and business process optimization
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Immediate Goal
• Produce a structure to represent information where complex relationships can be visualized
• Facilitate change management and assist with user training
• Support production release coordination and impact analysis
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Approach and Strategy
• Produce consistent knowledge maps and models
• Produce standardized process for analysis and feature enhancement
• Connect NetAcad data model to core business processes and business rules
• Q4 Pilot development engaging part time analysts in a well guided process
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Expected Outcomes (CRM Component )
• Knowledge Management :Capture, Share, Transfer
• Detailed Related Business Process Models
• Develop Formalized Business Rules
• Produce CRM Structured Business Vocabulary
• Assess alignment of various components
• Produce CRM related design verification report
• Produce CRM Related Storyboards with Audios
• Dynamic and Collaborative CRM Knowledge Repository
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Locate Information
Locate Information
Put in ContextPut in Context
OrganizeOrganize
ClassifyClassify
Collect Related
Information
Collect Related
Information
StoreStore
PublishPublish
ShareShare
Knowledge
Hostage
CRM Solution Knowledge Lifecycle
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Knowledge Capture
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• Integrating information from diverse sources Continuous Interaction with Process Owners and Subject Matter Experts
Access to Online Tools/Platforms, Wikis, SFDC Environment, Business Rules, Business Requirements, Process Steps, Logical Data Model, Meeting Recordings etc.
• Reconciling data into work processes
• Data Analysis Understand Links Existing Among Various Components
• Optimize information usage by managing change among people, processes, and systems
CRM Knowledge Capture, Sharing, & Transfer
A Collaborative & Iterative Process
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Template Used Example
Knowledge is Continuously Documented
Participants Details
Minutes
Action Items
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Process Models
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Process Diagrams
Translated Into
CRM Related Process Steps
Diagrams Shared with Process Owners & SMEs for Feedback
Modification of Diagrams
• Identify steps for each process
• Highlight environment in which each step takes place
• Capture entities involved in different steps
• Links are added to join two or more process diagrams
• Clarification of un-clear policies
• Healthy dialogue initiated when inconsistent information is provided by different SMEs
• An iterative process
Build Detailed Business Process Models
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• Work is standardized through continuous communication and coordination among team members,
• Standardization documents are put in place and act as guiding principles for everyone to follow.
Standardization of Work
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Example of Role – NetAcad Rep
Example of Environment - SFDC
MBR refers to Business Rules which are enforced at each stage
Example of Process Diagram
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Alignment of Various Components
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Cross-Checking Process step
Alignments
Business RulesBusiness
Requirements
1
2
3
Goal is to identify difference between process steps and each of the above
Outcome is a list of areas that need research, analysis, roadmap planning
SFDC Implementation
Logical Data Model
4 Differences are being handled, communicated and resolved through JIRA tickets
Assess Alignment of Various CRM Components
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Formalized Business Rules
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Bus
ines
s R
ules
B
efor
eB
usin
ess
Rul
es
Afte
r
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• Outcome is: well structured, logical and simple business rules
• Should include subject, action and policy
Develop CRM Related Formalized Business Rules
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Example: Formalized Business Rule Tool
MBR # identifies business rules. Also indicated on process models
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Alignment with Logical Data Model
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Correlate Logical Model with Business Processes
Program Type
Program Institution Offering
Education Level
Institution Role Education Level
Logical Data Model SFDC Implementation
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Design Alignment Reporting
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JIRA Ticket Reporting for Design Alignment
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Design Verification Results
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Structured Business Vocabulary
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Structured Business Vocabulary
• Centralized database for Business Vocabulary• Everyone can search for definitions
• Importing Biz Vocabulary produced by different teams• Everyone can add a new Business Term and ask for
definition or approval
• External website can be created for SMEs that don’t have access to SFDC
• Results can be shared by Excel files
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Produce Structured Business Vocabulary
Process DiagramsBusiness Rules
Documents
Go Through
Identify NetAcad Related Business
Terminology
Locate Business Definition in Input Files & Documents
• Input Document & Files are: process diagrams, business rules documents, meeting recordings, SFDC platform, existing vocabulary spreadsheets & documents
Create JIRA Tickets
Live Dynamic Knowledge Library
Capture Business Meaning
• Outcome is to produce set of structured business vocabulary that is well organized and clear (validated by NetAcad business owners)
• When needed JIRA tickets are created to help address questions and clarify issues
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Business Vocabulary (SFDC)From idea to application and reporting A Tool for Capturing and Sharing Knowledge
Each team has different vocabulary. It sounds like a foreign language to other teams.
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Business Vocabulary Schema • All terms integrated in one
application.
• Easily searchable with search bar on top.
• Able to create reports with current glossary items.
• Indicates which user has contributed to the list or modified any term.
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Business Vocabulary Results
• Business vocabulary team populated over 480 vocabulary records in 6 weeks
• Centralized database for Business Vocabulary:
Everyone can search for definitions
Importing Biz Vocabulary produced by different teams
Everyone can add new Business Term and ask for definition or Approval
External website can be created for SMEs that don’t have access to SFDC or can be shared by Excel files
Improves Knowledge capturing and sharing
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Example: Live Dynamic Knowledge Library
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Storyboards
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Example of Material Produced
Produce CRM Related Storyboards with Audios
SFDC Online Help
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Reports
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Contact Report in Dev
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Upcoming Agreement Renewals in Dev
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Academies in each Region in Dev
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Knowledge Repositories
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Dynamic & Collaborative Knowledge Repository
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A set of knowledge documents to support the following teams and initiatives
• Genesis Internal Training / Change Management
• Global Support Help Desk
• EDS Team & Transactional Reporting
• NetAcad’s Legal /Ops
• Global Quality Management
• Solution deployment
Leverage Point
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Applications in Other Areas
• Liferay
• Canvas
• VDS
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Assess & Validate Scalable & Replicable Methodology
Produce Storyboards & Training Material
Produce Structured Vocabulary Validated by SMEs
Develop Formalized Business Rules
Correlated CRM Aspect of the Original business requirements with related business processes
Correlated CRM Aspect of the Data Model with the Related Business Processes
Assessed the Alignment of Various CRM Components
Develop detailed CRM related Process Models
Synchronized Activities with Product management Road Map and Functional testing group
Collected , captured and integrated CRM related knowledge from multiple sources
Summary & Recap
Thank you.