CRM Solution Design Verification

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

CRM Solution Design Verification

August 15th, 2012

BP & IA Team


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


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


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


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


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


• 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


Template Used Example

Knowledge is Continuously Documented

Participants Details

Minutes

Action Items


Process Models


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


• 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


Example of Role – NetAcad Rep

Example of Environment - SFDC

MBR refers to Business Rules which are enforced at each stage

Example of Process Diagram


Alignment of Various Components


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


Formalized Business Rules


Bus

ines

s R

ules

B

efor

eB

usin

ess

Rul

es

Afte

r


• Outcome is: well structured, logical and simple business rules

• Should include subject, action and policy

Develop CRM Related Formalized Business Rules


Example: Formalized Business Rule Tool

MBR # identifies business rules. Also indicated on process models


Alignment with Logical Data Model


Correlate Logical Model with Business Processes

Program Type

Program Institution Offering

Education Level

Institution Role Education Level

Logical Data Model SFDC Implementation


Design Alignment Reporting


JIRA Ticket Reporting for Design Alignment


Design Verification Results


Structured Business Vocabulary


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


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


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.


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.


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


Example: Live Dynamic Knowledge Library


Storyboards


Example of Material Produced

Produce CRM Related Storyboards with Audios

SFDC Online Help


Reports


Contact Report in Dev


Upcoming Agreement Renewals in Dev


Academies in each Region in Dev


Knowledge Repositories


Dynamic & Collaborative Knowledge Repository


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


Applications in Other Areas

• Liferay

• Canvas

• VDS


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.

CRM Solution Design Verification

Documents

Transcript of CRM Solution Design Verification