Andrew Lee, MD William Hill Online Michael Short, COO, Radtac

Mind the Gap Crossing the Chasm

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William Hill Online

£0.00  

£100.00  

£200.00  

£300.00  

£400.00  

£500.00  

£600.00  

Revenue  (CAGR  =  26%)  

Millions  

Revenue  Growth  

2008  

2014*  

*  Analyst  Consensus  

•  80 years old, traditionally a shop retail and bookmaking business

•  Significant Growth in Online Sector in 6 years

•  Gaming now 50% of business

•  New Entrants (Bet365) •  Clients using emergent

technologies (mobile / tablet)

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•  Platform providing the end to end Sports Book betting –  Large programme to face challenge of being supplier

dependant –  Recognised need to launch new products and features when

William Hill wanted to rather than the supplier –  Customer service and on-line experience a key differentiator –  Significant number of moving demands as far a requirements –  Technology that was a “responsive design” – one deployment

to all platforms –  Proving intractable to waterfall delivery

Trafalgar – The Original Project

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Trafalgar - Mind the Gap

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 Solu2on:  Adopted  Agile  to  solve  these  issues  of  uncertainty  that  don’t  suit  waterfall  

•  Introduced  a  Small  team  from  Radtac  to  develop  Agile  approach  

•  Started  small  on  a  sub  team  

•  Communica2on,  visibility,  effec2veness,  self-­‐improvement  

“We  saw  that  we  needed  to  deliver  the  Trafalgar  soGware  project  and  recognised  the  gap  between  where  we  were  and  what  we  needed  to  improve  

efficiency  of  delivery  for  that  product,  this  was  a  gap  we  had  to  close”  

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“I skate to where the puck is going to be, not where it has been.”

Wayne Gretzky (1961-)

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✔  

✗  

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Crossing the Chasm

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Suppliers   WHO  

Hierarchical  /  Centralised  Control  

Growing  Global  Business  

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AKtudes  “We  do  not  blame  for  failure….we  cri2cise  those  who  fail  to  

help  or  fail  to  ask  for  help”    

WHY?  To  create  an  enjoyable  and  memorable  experience  our  customers  love  and  trust  

HOW?  We  do  this  through  a  deep  

understanding  of  our  customers’  desires,  delivering  innovaYon  in  a  constantly  improving  and  engaging  

environment    

“The  only  sustainable  compe22ve  advantage  is  your  organisa2on’s  ability  to  learn  faster  than  the  compe22on”

Strategy supported by Agile

•  Motivation Key •  Doing what we had always done and expecting something different -

things had to change for everyone •  All of the WHO Team in a vertical slice •  Significant commitment – 12 -18 months •  Expand the support for Agile Cultural Change

Recognition that this is a Culture Issue

Motivated and Talented Individuals

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“Drive:  The  Surprising  Truth  About  What  MoYvates  Us”  –  Dan  Pink  (2012)  

©  2014  RADTAC  Ltd.  

•  Silo organisation •  Big picture

frustrated by delivery mechanism

•  Very time consuming and expensive to run in a rapidly changing market with cost and tax pressures

Why we couldn’t go on like this

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•  Agile teams to deliver projects and programmes

•  Big picture prioritised and feature driven to early delivery

•  New tools such as Yammer, Transformation team

Why we can work like this

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•  Agile Transformation Leader – COO of WHO •  Agile Transformation Team – A Vertical Slice •  Key early wins

–  Innovation Team –  Innovation to deployment –  Communication (Town Halls, Visualisation, Yammer, Trello) –  Backlog (Prioritisation and removing ‘dogs’)

•  Visibility of success –  Town Halls now able from Australia to Leeds –  Ideas from Yammer now visible from all to all –  Established of innovation teams in Shoreditch delivering POCs

Communication

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F2F  Collabora2on  èEfficiency  èMore  Ac2ons  è  Results  è  Learnings  

…More  of  this  Less  of  this….  

Communication up and down

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•  Why we were doing this

•  How we were doing it

•  What tools and training we were making available to help people –  Workshops –  Agile sessions

•  Head of Transformation – Internal •  Audit / Snapshot •  Improve Metrics •  Trust – it is the root of everything, focus on

the people •  Communicate – Communicate -

Communicate

Where to now