(3.37) $8.7 Million Salesforce Project Results in Cost Savings of $9.8 Million and Gross Profit of $216 Million Over Five Years (Estimated as 26 to 1 Conservative Payback, 62 to 1 Optimistic Payback.) Estimated $635 Million in Five Year Additional Revenue Recognition for Division Sponsoring Project. Service Case Management Project by Fortune "Most Admired" Manufacturer Pays Off Big after Several Years of Investing in Salesforce. NOTE: This project did not proceed as expected. This expected payback did not appear. Case re-write is in process*.
BUSINESS UNITS: Channel Sales, Consumer Devices, Data Communications, Industrial, Relays, Automotive, Sensors,
Energy, Aviation
BIG ROCKS / THEMES ON BUSINESS SIDE:
- "Make Every Customer Service Contact an Opportunity to SELL"
360 View Mock Up Wire Frame V7
- How to Earn Higher Margins In a Commodity Business: e.g. Customer service that matters: Archive of technical specifications for all products - last 30 years (no other competitor has this)
- Service Level Agreements that Matter: ON-TIME RESPONSE TO CUSTOMERS ENFORCED
- OPTIMIZING THE HOT LEADS PROCESS. Guaranteeing that all leads are followed up with two phone calls and two emails
- Skill Based Routing, Omnichannel, Optimized Routing of Phone, Chat, Web Form and Email submitted cases results in most qualified agent handing key customer calls for least total labor cost
- UNIVERSAL AGENT: Using technology to allow all agents to do Customer Care, Product Specialist and Inside Sales work (some limitations.) GET AWAY FROM "ONE AGENT TO ONE CUSTOMER" MODEL
- Marketing Qualified Lead (from Web site, etc.) to Sales Qualified Lead (Sales agrees qualified) to Closed Sales Process
- "Meet Competitive Price" Request Process for distributors and internal sales people
- Warm Hand-off of Leads to Distributors 'Millions of dollars were lost each year because we would make a sale but had to rely on customer to call the distributor to enter the order"
- Grow Direct Sales at Higher Margins (instead of selling through resellers)
IT / TECHNICAL ACCOMPLISHMENTS
- 130 User Stories Documented, 20 Project Charters, User Story Map for 18 Features, 6 Epics, 4 Capability Teams, Release Plan / Road Map and $2.5 Million Budget Approval Completed in First Five Weeks
- Actually Delivered Scope below after Failure by Two Other Consulting Firms
- Commendations: Best from Client Supervisor: "Product Owner said he has to work 10 times as hard to get things defined and done with [the other Consultant / BA/FA] than with you. [As a result, the other team is being let go and your team will continue development for the next 6 months+]" See all 20+ commendations
- 200+ User Stories (INVEST Standard) Actually Delivered
- Foundations of Excellence include Project Tools, Work Product
- Goals, Priorities, Cadence, Team Guidelines, Job Definitions, Team Procedures, Policies
- Coding, Architecture Compliance, Trigger Framework, Core Services Standards
- Testing beyond "Happy Path". Testing negative scenarios as well
- Field Map for Migration / Integration (Extensive work produced good basis for Product Catalog and Price List)
- Architecture Maps
* Phone Case CTI Omnichannel Routing Release A
* Add Incoming Chat WeChat Case Routing Release B
* Add Incoming Web Form Lead Follow Up Case Routing Release C
- ERD
OVERVIEW - HOW TO UNDERSTAND ENORMOUS, HIGH PAYBACK PROJECT
- Starting Point 20 Project Charters
- Spider Web Chart: Understanding the Big Picture, Integration, How Everything Works together
- The Roadmap / Channel Release Plan Showing Features, Epics, Dollars
- SEE SCOPE SUMMARY BELOW FOR MAGNITUDE
- JIRA Video Stories Delivered, Backlog
- Detailed Payback Results Analysis
Our Most Complex Technical Accomplishment:
"360 View Of the Customer for the Agent" (Presented at DreamForce 2019)
- The Start: User Product Owner First Mock Up
- 360 View Mock Up Wire Frame V7
- ANALYSIS360ViewAgentConsoleMasterV7
- Full Context Presentation with Use / Test Cases showing steps and business value
- 360 View Technical User Stories
- Initial Solution (video lost, had to be reworked for feasibility)
- Reworked POC Demo (video lost - see Cal Dreamforce presentation)
- Additional Work Product
- Dreamforce 360 View Presentation
360ViewDashboardDataFlowArchitecture
360ViewLightningConsoleArchitecture
360ViewDataFlowInterfacesArchitecture
Our Second Most Complex Work:
Skill Based Routing, Omnichannel, Optimized Routing of Phone, Chat, Web Form and Email submitted cases results in most qualified agent handing key customer calls for least total labor cost
* Initial PPT Showing Incoming Work, Test Agents, Use Cases, Test Scenarios
* Test-Driven Development for Skill Based Routing, Test Script
* Phone Case CTI Omnichannel Routing Release A
* Add Incoming Chat WeChat Case Routing Release B
* Add Incoming Web Form Lead Follow Up Case Routing Release C
* Flow Chart for Skill Based Routing, Big Picture
* Detail Trigger Class Action Flow Chart
* Critical Tasks We Were Not Able To Finish for POC
* Simplified Routing Approach for small business unit
Lightning Migration Items (Includes Opportunity Problem - 200+ Fields, Complex Consoles, Navigation Problems)
- Detailed Payback Analysis Includes payback information for converting to Salesforce Lightning
- 25 to 1 Payback Cost / Benefit, Great Example, Lightning No Code Application
- Advanced Account and Contact Search Workflow BEFORE
- Advanced Account and Contact Search Workflow AFTER
- Lightning App Dev Example Component Checklist Good
- Lightning Migrate Reports and Dashboard Analysis Dashboard Working
- Lightning Migration Workflows_Triggers_Validations_List EXCELLENT
- AllLightningConsoles08162019
- CustomerCareAgentLightingConsole08162019
- ClassicOpportunityScreen200Fields08162019
- LightingOpportunityScreen200Fields08162019
- 360ViewLightningConsoleArchitecture
- Dreamforce Lightning Console Presentation HUGE WIN FOR NO-CODE SOLUTIONS
12 Month Project, 272 User Stories Completed
- 58 Analysis Stories (21%)
- 36 Development Stories (13%)
- 124 Config / No Code Declarative Stories (46%)
- 54 Release Support, Environment, Deferred, Miscellaneous Stories (20%)
Another Complex, Difficult Feature
Ingenious Omnichannel CTI-Phone Routing Demo Video
o Agent sets self as Ready to Take Calls / Chats / Emails > Call comes in > Pops up, creates contact, auto populates contact > agent completes > saves > call completed > after call > case is auto created > next call > phone will be recognized > contact displayed
o Agents > conference or transfer to other agent > 2nd agent transfers back
o 33:00 Outbound Call Scenario > opens case > just clicks phone # > call is dialed > agent creates case > enters, completes
STILL NEED SOLUTION: Need Immediate case creation, before call finished, so agent can enter notes directly into case.
No Code / Low Code Solutions Summary
- 12 Month Project
- 272 User Stories
- 26 Sprints Completed
- Analysis Stories – 58
- Config / No Code / Declarative Stories – 124
- Development Stories - 36
- Release Support, Environment, Deferred, Misc: 37
SCOPE / PAYBACK DELIVERED OR SCHEDULED FOR DELIVERY IN NEXT 12 MONTHS
HIGH VALUE ADD ITEMS - PAYBACK = 3 to 10X COST
PRODUCT SPECIALIST Hot Lead Improvements
• Grouped all required fields in one section (30 second savings/lead)
• Advanced account and contact search with OOB features (30 second savings/lead)
• Auto populate six Hot Lead Contact fields to reduce cut and paste (15-20 second savings/lead)
Omnichannel, Case Routing Improvements
• Chat
• Phone
• Web to Case
• Email to Case
• We Chat
• Lead Follow Up Object
• Quote Object
• Easier to hand off chat between agents
• Easy for customer to send files to agent > just attach to chat
• Queue Management Improved (Changing 700+ queues to skills based routing)
• Routing on Inquiry Type
- PREVENT OR ALLOW AGENTS TAKING MULTIPLE CALLS / CHATS AT SAME TIME
• Skill based routing
• Omni Supervisor Tab
Work Force Management
• Supervisors better able to manage Agent workload
• Improve Agent performance
• Less Supervisor labor
• Work Queue Prioritization
Agent Productivity Improvements
• Email: Paste excel table, etc. Into email – no reformatting
• Macros (Standard email lists, personal email lists, 1 click – send email)
• Advanced account and contact search with OOB features
• Emphasis or retraining and new OOB
Knowledge
• Rapid Article creation from customer email question and TE answer
Entitlements, ACTION ITEM DUE DATE TRACKING (full features)
• Process Emphasis
• New or OOB SLAs
• Milestones
• Templates
• Escalations
Chat Based Surveys
• Engaging customer with their preferred media
Action Item Due Dates, SLAs (Response to Agent Requests)
• Within Channel dept
• Outside Channel dept (e.g. Product Manager, Engineer, Local and Remote Time Zones)
ITAR Attachments Routed To American Teams
Warm Handoff Leads To Distributors
360 View, Agent Console
• All target prospects into Salesforce - single point of truth!
• Turn every customer service moment into opportunity to sell.
Universal Agent
• Any Agent Able to Do PIC, CC, Inside Sales Job
• Hybrid Profile – necessary step
Mobile / Agents Working Remotely
• Tablet support
Smaller Deployments for Other Departments
• Email to Case Deployment for Customer Care
• CTI (Cisco phone routing) to Omnichannel routing
Proactive Chat Rework to make sure Inside Sales is working with best prospect from Company Web Site
Speech and Text Analytics to Automate customer responses where able
MODERATE / ARGUABLE HIGH VALUE ITEMS - PAYBACK = 2x COST
My Cases as default view, saves 200+ manually created views
Merge Cases, Find Duplicates, Prevent open child case problem
Screen layouts, improved, identical for PIC and CC record types
Outbound Chat
Email: Signature added
Email: Preview First 3 Lines when hover
Email: Links to TE marketing events embedded in all Agent signatures
Case Screen Improvements - Added / Reorganized / Easier to Use
Marketing Qualified Leads to Sales Qualified Leads Process
Contacts
Survey
Case description
Pin Header, Case Description Info
Consolidate processes, clean up, rework Salesforce architecture, foundation, people, IT processes, documentation, reduce waste, duplication
HYBRID PROFILE
BUSINESS PROCESS CONSOLIDATE, CLEAN UP FIELDS, PAGES, PROCESSES AFTER "BAND AIDS & BAILING WIRE" MERGING OF NINE SALESFORCE ORGS
Screen Sharing with Customer: Skype integrated with Salesforce, 2-3 clicks to sharing
FOUNDATION, MUST DO ITEMS - PAYBACK = 1x COST
CONVERT TO LIGHTING for better, faster, cheaper solution development
Multiple Cases Close
Multiple Cases Assignment
Create PDF from Email
Create Link to SAP
Customer Surveys Tab (not sure if improved)
BUSINESS PAYBACK BENEFIT SUMMARY
- Detailed Payback Analysis Includes payback information for converting to Salesforce Lightning
- PROBABLY MOST IMPORTANT: The business is now beginning to believe IT can deliver as promised, a steady stream of incremental improvements. Reasonably on time, as promised.
- “Excellence is 1,000 things done a little better.” The Product Specialist Agents, Customer Care Agents and Supervisors I have seen and worked with are already VERY GOOD. Our team is helping make rapid, incremental improvements – not a single home run.
- QUICK HIT #1: OPTIMIZING THE HOT LEADS PROCESS - How We Did It $30,000 cost results in $9 Million Expected Gross Profit
- Advanced Account and Contact Search Workflow BEFORE
- Advanced Account and Contact Search Workflow AFTER
- Advanced Account and Contact Search Workflow FULL ANALYSIS
- 25 to 1 Payback Cost / Benefit, Great Example, Lightning No Code Application
- PIC ONLY USER STORIES - GREAT EXAMPLE OF A WIN CLICK
- QUICK HIT #2: Warm Hand-off Of Leads/Closed Sales to Distributors: $16 Million to $32 Million over 5 Years in Additional Sales. $665 Million increase over 5 Years in Revenue Recognition expected. "Prevents lost sales because we no longer have to rely on the customer to call distributor and place the order." See payback analysis for numerous additional paybacks. 80% solution expected in two sprints from best team (was handed off - took longer)
- QUICK HIT #3: Rapid Deployment of Email to Case, Other Scope Chunks to Seven Divisions
- Email To Case 21 Standard Stories
- Contact Account Data Loading Template
- QUICK HIT #4: Add Call Start and End Time Fields to WFM Package (Monet). Allows agent to skip logging in to Monet, entering data needed to report to supervisor total call durations, down to details on each call for coaching and work force management. (Cannot get this today). Completed in two sprints? Saves 6 min/agent/day. Cost per Agent per Minute = $50/hr / 60 min/hr = $0.83/min. Savings per Agent per Day = 6 min/day. * $0.83/min = $5/per Agent per day. Total Savings = $5/per Agent per day * 125 agents * 230 days/year = $144,000/yr savings.
- QUICK HIT #5: Macros Instead of Code for Complex, Repetitive Email Tasks. Reduce clicks, save keystrokes, while keeping a dozen+ stakeholders updated on status of critical cases. Saves 11 min/agent/day. Cost per Agent per Minute = $50/hr / 60 min/hr = $0.83/min. Savings per Agent per Day = 11 min/day. * $0.83/min = $9/per Agent per day. Total Savings = $9/per Agent per day * 125 agents * 230 days/year = $258,000/yr savings.
Good Chargeback to Business Unit, P&L Accountability
- Major Features and Stories tested, POCs - then approved for full development or rejected by business unit (Product Owner)
- See Paybacks Above http://www.tiainc.net
Start Simple: Email To Case
- Work Breakdown / User Stories to Quickly Implement Email to Case Click
- Email To Case Overview Demo: 8 Steps from Incoming Email through Case Closed with Customer Survey
- How Routing Works - Starting from Simple Click
More Advanced Videos
- Case Detail Screen Service Cloud Overview
- Omnichannel Live Chat Customer To Agent
- Action Item Tracking Outside Department, 4 Hour SLA, Escalation to Supervisor
Adding Advanced Capabilities
- Incoming Phone Case Routing https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Architecture%20Map%20CTI-OMNI%20RELEASE%20A.vsdx
- Incoming Chat, WeChat Case Routing https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Architecture%20Map%20CTI-OMNI%20RELEASE%20B.vsdx
- Incoming Web Form Case Routing
- Lead Follow Up Routing https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Architecture%20Map%20CTI-OMNI%20RELEASE%20C.vsdx
Project Tools, Work Product
- Coding, Architecture Compliance, Trigger Framework, Core Services Standards
Core Services Standards includes:
* Global Describe Cache (significant performance improvements, keeps the right things in cache)
* Security Services (administer security with less labor)
* Query Factory (prevents common problems, optimizes performance)
* On/Off Objects (allows control of Workflows, Validation Rules during mass imports)
* Trigger Framework (combines all triggers into best practice of one per object, allowing control of when trigger fires)
* Error Handling Framework (consistent, efficient handling of errors)
* Test Record Factory
Architecture
- Key Architecture Issues, Technical Debt - Must Be Addressed (SLOW RESPONSE TIME OF LIGHTING CONSOLE VIEWS, GOVERNOR LIMITS PREVENTING ADDITIONS TO OPPORTUNITY APP REQUIRED MAJOR REWORK, CONSOLIDATION OF OLD CODE)
- UML Maps Showing Old Code, Waste, Overlap, Remediation Needed
- Key Steps to Rework, Consolidate Bad Code
* Preparation: Lightning Migration Workflows_Triggers_Validations_List EXCELLENT
* Task 1: Create UML Maps, One Line Summary of Triggers
* Task 2: Identify common Methods, Schema Describe Calls, Repetitive if-else statements, all Queries, others
* Task 3: Review the code among all Case Triggers
* Task 4: Create Consolidated UML Map to Implement Changes - UML Map AFTER Consolidation, Improvement Example
- Coding, Architecture Compliance, Trigger Framework, Core Services Standards
Core Services Standards includes:
* Global Describe Cache (significant performance improvements, keeps the right things in cache)
* Security Services (administer security with less labor)
* Query Factory (prevents common problems, optimizes performance)
* On/Off Objects (allows control of Workflows, Validation Rules during mass imports)
* Trigger Framework (combines all triggers into best practice of one per object, allowing control of when trigger fires)
* Error Handling Framework (consistent, efficient handling of errors)
* Test Record Factory
- ERD Diagram for Entire Org Example (Used to coach junior architect)
- ERD Diagram for all Sales Cloud Objects
- AccountOrderProductPricebookERD
- Technical Debt Full Presentation on Issues to Resolve
Continuous Release, Salesforce Developer Experience, Issues, Needs
Process Baseline Video "Happy Path" Use Cases Approach for Rapidly Defining AS-IS and TO-BE Processes
The following shows an excellent approach which documented AS-IS and TO-BE states very quickly using short videos.
Videos are not available but concept is EXCELLENT for quickly defining BASELINE USE CASES AND KEY ADDITIONAL USE CASES with minimum user and IT person labor. CLICK
- Field Map for Migration / Integration (Extensive work produced good basis for Product Catalog and Price List)
- Architecture Maps
- ERD
- Test Script (Best example of completed script)
- Scope Managed in Jira with EXCELLENT Product Owner
- Process Mapping, Consolidation, Integration
- User Stories, Use Cases, Requirements, Estimating, Acceptance Testing
- Development, Design
- Integration, Interfaces, Data Migration
- Release Management
- Security (Profiles, Roles, Permission Sets, Sharing Rules)
WORK PRODUCT - TO BE CLASSIFIED
120ProactiveChatSwimLaneV3.vsdx
150 Cisco Phone System IVR 150_v1.vsdx
160 Enhanced Lead Scoring And Qualification V1.vsdx
170 STA Capabilities Added to CRA V1.0.vsdx
190 Agent Experience - Wave 2 v1.vsdx
210 NDR_CCR_Price Validation_ flow V1.vsdx
220 NDR CCR Pricing Decision Flow to Customer V1.0.vsdx
250OpportunitiesforProspectsorAccountsV2.vsdx
270 Key Account Code Changes.vsdx
280 Expansion of Activity Feed_v1.vsdx
CustomerJourneyScenariosV0.xlsx
Dependencies Based Release Plan
Omnichannel Implement Migrate Steps https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Omni%20channel%20steps%20for%20migrating%20implenting%20EXCELLENT.txt
Fields and Behavior Outbound Chat Custom Dev https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/CC-461%20analysis%20Fields%20Expected%20Behavior%20Outbound%20Chat%20Scratch%20Dev.xlsx?d=w56e1c1b6b1da41a4bdd2967e4154cf28
Live Chat Omnichannel Test Script https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Live%20Chat%20Omnichannel%20Test%20Script.xlsx?d=wfe60f41c07af4ac6909f8798e2870225
Case Management -Test Cases https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Case%20Management%20-Test%20Cases%20v%201.4.xlsx?d=w6ba17e383db34a0ca5a77345adcfcd9c
KnowledgeBase_Test Cases https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/KnowledgeBase_Test%20Cases.xlsx?d=wcc017b3da3ae45d2b37181e330e885e4
Agile Methods, User Story Success Tips
- User Story Most Recent Backup from Jira
- User Story Backlog Board v1.vsdx
- User Story Backlog Board v4.xlsx
- UserStoryHighLevelMasterMostRecent
- PIC ONLY USER STORIES - GREAT EXAMPLE OF A WIN CLICK
- DAILY CADENCE WITH OFFSHORE – EVERY MORNING - KEY ITEMS – REPEAT EACH SPRINT – VERY HELPFUL TO BLOCK OUT HOUR AND A HALF EACH DAY (take one or two mornings off per sprint.)
- STORY BACKLOG REFINEMENT – (Call with team, stories read, questions written, entered for Business requirements – WELL BEFORE SPRINT START)
- DAILY SCRUM CALLS
- SPRINT PLANNING (SPRINT LOCKED ONE WEEK BEFORE SPRINT START - GIVES TIME FOR TECHNICAL SOLUTIONING)
- TECHNICAL BACKLOG REFINEMENT (BEFORE SPRINT START)
- SOLUTION / CODE / TECH REVIEW (2-3 TIMES DURING SPRINT)
- SPRINT DEMO / REVIEW (AT SPRINT END)
- RETROSPECTIVE – WHEN HAVE TIME
Things We Should Have Done Better
- Non-compliance with Team Two Page Guidelines (Team Incident Log Spreadsheet tracks daily performance issues)
- Daily Call Attendance Participation Issue Log (Sadly, this became necessary - as much to track client architect participation as our vendor team)
- FAILED TO DEFINE TECHNICAL BREAKDOWN STRUCTURE (TBS) IN ADVANCE FOR KEY INTEGRATION BETWEEN SALESFORCE AND APP EXCHANGE / THIRD PARTY APPS: SHOULD HAVE IDENTIFIED AND TESTED KEY ELEMENTS THAT HAD TO WORK. LOST THREE MONTHS+ (7 SPRINTS) to extensive rework on integration with Omni-channel (Routing), Monet (Workforce Management), Ingenius (Lightning Console Phone Agent Interface), Zoom (call recording), Charket (WeChat for Asia).
- TECHNICAL DEBT, UNDERLYING ARCHITECTURE PROBLEMS: Should have had Architect do INITIAL ASSESSMENT at start of project so problems, constraints understood and resolved over time where possible. Difficult because of competence problems with client architects and normal client reluctance to spend money where no immediate benefit is obvious.
- ALLOWED REMOTE OFFSHORE TEAM, MARGINAL PEOPLE, CLIENT BECAME ENTANGLED: Switching Cost / knowledge that would be lost so high that client put up with it for long term. Scrum master and program manager were worst - severe net negative to project.
- ESTIMATING, FAILED TO TRACK TIME, CHARGE BACK TO STORIES: Could not accurately estimate repetitive deployments of email to case.
- FAILING TO READ USER STORIES prior to refining sessions with Product Owner, architects, senior BA/FA. Extreme problem - never resolved. May be due to overloading team, poor performers or lack of prioritization, being proactive
- ESTIMATE VS. ACTUAL STORY POINTS / HOURS PER TEAM MEMBER : Estimated, tracked story points on team basis only, resulted in no way to measure contribution by individual team members.
- CRITICAL SKILLS BASED ROUTING EFFORT FAILED, SHELVED due to cost constraints, poor team competence, trying to do too much too quickly (arguable), loss of confidence by client, loss of technical architect. After POC efforts business concluded "may not fit how we do business... hold for now..." LACK OF CO-LOCATION OF OFFSHORE TEAM HURT BADLY. Junior people were not coached and grown as they would have been if co-located.
- $2 MILLION+ OF WORK FOR CONSULTING FIRM CUT BACK, SWITCHED TO "BUY PRODUCT" RATHER THAN DEVELOP due to poor team competence, trying to do too much too quickly (arguable), loss of confidence by client. LACK OF CO-LOCATION OF OFFSHORE TEAM HURT BADLY. Junior people were not coached and grown as they would have been if co-located.
- FRICTION, DISCONNECTS, BAD FAITH, MARGINAL COMPETENCE OF CLIENT ARCHITECTS made external technical architect's job extremely difficult. Cost client significant rework, lost time, slowed momentum. Client architects threatened by competence of external architect who was exposing signifcant defects in their work and skills.
- 40% LOSS OF PRODUCTIVITY FOR LEAD DEVELOPER. NEVER SET UP CORRECTLY + LOSS OF GITHUB REPOSITORY, CHECK IN, CODE REVIEW, APPROVAL, BRANCH MERGING, CONTINUOUS RELEASE, POOR DEVELOPER TOOLS (Force.com and IDE) + UNRELIABLE VIRTUAL DESKTOP resulted on 40% loss of productivity for lead developer. COPADO TOOL INTRODUCED PART WAY THROUGH - WOULD NOT PAY FOR DEVELOPER SANDBOX LICENSES. Lead developer too nice, laid back. Should have escalated and demanded better work environment.
- CLIENT EXPECTATIONS, DEMANDS FOR QUALITY PEOPLE: Client insisted they were promised and paying for expert personnel. Onshore team was expert and high cost. Offshore team had one high performer, one average / above average, one average and three poor performers (alll were medium to low cost.) Extreme stress and disagreements in project because quality of people vs. cost vs. consulting firm profits were not clearly documented and agreed upon. Client eventually went to cheap, offshore-only approach.
- CLIENT VISION, SCOPE, ROADMAP TOO BIG, TOO COMPLEX FOR AVAILABLE FUNDING: Much of the vision and roadmap were accomplished but in 20/20 hindsight the vision was much too big and too complex for the team, especially for the funds made available. This is a common problem in IT projects - see HBR ARTICLE ON TOO MANY INITIATIVES
- CLIENT DISAPPOINTED IN DEVELOPMENT TEAM'S RESULTS FOR MONEY, SEDUCED BY SOFTWARE VENDORS PITCHING PRODUCT SOLUTIONS. HIGHLY INTEGRATED ENVIRONMENT - TEAM IS CERTAIN PRODUCTS CANNOT BE INTEGRATED TO MEET CLIENT EXPECTATIONS FOR LESS MONEY THAN DEVELOPING.
- WORK MANAGEMENT SYSTEM, SIGNIFICANT DELAY, ARGUMENTS, BATTLES FOR CONTROL, SCRUM MASTER WASTING FAR TOO MUCH TIME ON REPORTING TO LOOK GOOD INSTEAD OF CREATING VALUE.
SOME SOLUTIONS:
- CLEAR JOB DEFINITIONS, RIGOROUS SCREENING BEFORE PLACED ON PROJECT, 30-DAY PROBATION, KEEP OR REMOVE AT 30 DAYS
- SHOULD HAVE TAKEN TIME TO VET OFFSHORE TEAM BETTER - would have found out that tech lead (strong technically) would wait for someone to provide direction + can't give simple straight answer under pressure + can't draw architecture maps / maps flows.
- PREVENT NON-VALUE ADD, OFF SHORE, BUREAUCRATS SEEKING CONTROL OF PROJECT, FOR PROFITS ONLY, LOOKING GOOD, SELF-INTEREST (AT THE EXPENSE OF VALUE FOR CLIENT): Results in competition for control, no one really in charge, extreme waste, defeats authority / responsibility matching
- PREVENT BAIT AND SWITCH: Start project with medium- to high-quality people, switch them out to cheaper people as project goes along.
- PREVENT ENTANGLEMENT: Example- Everyone give new people at least 60 days. By the time you got to 90 or 180 days you have invested so much in their learning curve that you tend to not replace them. This project put up with marginal people that should have been replaced for over a year for these reasons.
- KNOWLEDGE TRANSFER FAILURES: Did poor job on multiple occasions creating significant rework, delay and time waste. Attempted to do verbally with videos. Team was not required to document as they did their work. When client gave teams 30 day notice plus critical items to complete - impossible to create needed documentation in time. CLIENT OWNED MUCH OF THIS PROBLEM by simply saying "do knowledge transfer..." with no follow through mechanism.
NOTE: This is not incremental revenue. It is revenue client currently receives which CANNOT be credited back to the business unit that sold it because the data does not exist at present.
The Warm Hand-off of Lead to Distributer feature will resolve this problem.
*Contact Us in Dallas, Texas, USA at tom@tomingraminc.com or 972-394-5721.
**Success stories, client quotes, estimated costs and benefits are derived from actual projects but may have been altered for simplicity, teaching purposes or to protect confidential information.