Duff Hall Microsoft Many organizations are experiencing unprecedented growth in the management of their contingent labor programs. During this session, we will explore one organization's approach to the management of the evolving program. Duff Hall of Microsoft will plan to discuss the importance of the VMS partner in the expansion of the different types of contingent labor and the expansion into other geographies. This will be an interactive case study exploring: The challenges you can expect when you expand scope The challenges you can expect when you expand geographically across the globe Managing change through an evolving program Efficient support of a global program The strategy to approach a global expansion This session will include Microsoft's experience, the good, the bad, and the ugly including lessons learned and the importance of a strong VMS partnership. Come prepared with your questions!

1. A Microsoft Case
Study
Beeline
Customer
Conference
24
May
2011

2. Overview
• Microso7
Program
Overview
• Phases
of
Microso7
Program
Growth
• Elements
of
a
Successful
Partnership
• Challenges,
Discoveries
in
EvoluDon
of
Partnership
• Current
State
of
MS
/
Beeline
Partnership
‹#›

3. Microsoft Talent Source
• The
Talent
Source
Program
is
the
combinaDon
of
a
Managed
Services
Provider
(MSP)
+
a
Vendor
Management
System
(VMS).
• At
Microso7,
the
VMS
is
called
the
“Talent
Source
Tool”
and
is
comprised
of
a
third
party
so7ware
applicaDon
from
Beeline,
integrated
with
MS
back-­‐end
and
proprietary
applicaDons
through
which
ConDngent
Staff
are
requested,
selected,
engaged,
managed
and
paid.
‹#›

4. Talent Source – Global Footprint
Current
TSPO
Office
Loca1ons
Currently
under
implementa1on/discovery
‹#›

5. Talent Source Program Characteristics
• Beeline
is
the
global
Talent
Source
program
VMS
plaUorm/technology
provider
• 3
MSP’s
(not
necessarily
regional)
• Vendor
neutral
• Primarily
vendor
funded
• $310M
annual
global
spend
(FY10)
• 3,000+
conDngent
staff
under
management
• Phasing
in
SOW
work
with
current
/
future
implementaDons
• Major
growth
both
geographically
and
with
addiDonal
labor
type
• ExecuDve
support
to
address
significant
control
and
compliance
risks
across
CS
global
category
is
driving
growth
‹#›

6. Talent Source Program Goals
• End
User
Experience
• Standardized
• Quality
Talent
• Automated
• Improved
Insight
• Best
PracDces
• Governance
• Controls
People
Process
Planning
&
Technology
AnalyDcs
• Compliance
• Flexible
• Cost
Controls
• Single
Tool
• Standard
ReporDng
• Ease
of
Use
‹#›

7. Phases of Microsoft Program Growth
Phase
One
2008
-­‐
2009
MulDple
countries
MulDple
countries
Single
country
(U.S.)
(5+)
(9+)
Single
labor
type
Single
labor
type
MulDple
labor
types
(ATW)
(ATW)
(ATW
&
SOW)
Single
MSP
MulDple
MSP’s
(3)
MulDple
MSP’s
(3)
* ATW = Agency Temporary Worker
‹#›

8. Phases of Microsoft Program Growth
Phase
Two
Through
2010
MulDple
countries
MulDple
countries
Single
country
(U.S.)
(5+)
(9+)
Single
labor
type
Single
labor
type
MulDple
labor
types
(ATW)
(ATW)
(ATW
&
SOW)
Single
MSP
MulDple
MSP’s
(3)
MulDple
MSP’s
(3)
* ATW = Agency Temporary Worker
‹#›

9. Phases of Microsoft Program Growth
Phase
Three
2011+
MulDple
countries
MulDple
countries
Single
country
(U.S.)
(5+)
(9+)
Single
labor
type
Single
labor
type
MulDple
labor
types
(ATW)
(ATW)
(ATW
&
SOW)
Single
MSP
MulDple
MSP’s
(3)
MulDple
MSP’s
(3)
* ATW = Agency Temporary Worker
‹#›

10. Key Partnership Elements
• Financials
• Contracts
–
Fees
(ImplementaDon/Licensing),
SOW’s,
Amendments
• Performance
Management
• SLA’s,
Business
reviews
• Technical
Change
Management
• PrioriDzaDon,
ImplementaDon,
CommunicaDon,
WeighDng
of
MS
requests
• Strategic
planning
•
ExecuDve
alignment,
Buy/sell
consideraDons
• Steady
State
Support
• Issue
management,
Technical
support,
Account
management
• ImplementaDon
Support
• Resource
management,
Project
management,
Roadmap
‹#›

11. Challenges, Discoveries – Phase 1
Single
country
(U.S.)
MulDple
countries
(5+)
MulDple
countries
(9+)
Single
labor
type
Single
labor
type
MulDple
labor
types
Focus
on
OperaDons
(ATW)
(ATW)
(ATW
&
SOW)
Single
MSP
MulDple
MSP’s
(3)
MulDple
MSP’s
(3)
Element
Descrip1on
Lesson
Financials
/
Contrac1ng
Beeline
contract
held
by
MSP
Flow-­‐through
agreements
ok
with
single
MSP
Performance
Management
Reviews
with
MSP.
EscalaDons
to
MS.
Lijle
direct
contact
w/
Beeline.
Issue
for
MS
and
Beeline
Technical
Change
Management
Technical
changes
and
upgrades
DisDncDon
between
technical
changes
and
training
Lijle
weighDng
of
MS
requests
Strategic
Planning
Engagement
of
GPG
and
Beeline
senior
Beeline
Council
helpful
in
building
this
leadership
relaDonship
Steady
State
Support
Support
for
steady
state
environment
MS
drove
stronger
direct
connecDon
with
owned
by
MSP
Beeline
Added
Beeline
to
Issues
review
calls
Implementa1on
Support
Beeline
level
of
engagement
in
Dedicated
team
with
periodic
face
to
face
implementaDon
project
reviews
‹#›

12. Challenges, Discoveries – Phase 2 MulDple
countries
(9+)
Single
country
(U.S.)
Mul1ple
countries
(5+)
MulDple
labor
types
Single
labor
type
(ATW)
Single
labor
type
(ATW)
(ATW
&
SOW)
Single
MSP
Mul1ple
MSP’s
(3)
MulDple
MSP’s
(3)
Focus
–
Infrastructure
&
Process
Control
Element
Descrip1on
Lesson
Financials
/
Contrac1ng
Global
contract
directly
w/
Beeline
Formalized
fee
structure
into
contract
amendment.
Performance
Management
Regular
QBR’s
and
annual
Exec
Review
Focus
on
alignment
of
program
/
company
growth
strategies
Formalized
SLA’s
for
issues
Technical
Change
Management
Change
request
vekng
and
review
Automated
CR
intake
form
processes
Formal
review
and
prioriDzaDon
of
CR’s
More
weight
to
MS
requests
Strategic
Planning
Alignment
of
organizaDonal
vision,
Reviewed
in
QBR’s
and
annual
Exec
Reviews
investment
and
resource
plans
Steady
State
Support
Provide
consistent
oversight
and
control
Vendor
Management
Office
formed.
over
mulDple
countries.
Formalized
Global
Support
Model.
More
rigorous
reporDng
(SmartView)
VMS
represented
in
weekly
Steady
State
meeDngs
Implementa1on
Support
Project
planning
and
resource
Discovery
phase
/
project
plan
standardized,
commitments
ImplementaDon
team
largely
intact
‹#›

13. Vendor Management Office – Steady State Support
‹#›

14. Global Support Model – Issue Management
‹#›

15. Issue Management - VMS SLA Tracking
8
SLA
Summary
7
7
April
2011
• Outage
=
N/A
6
• CriDcal
=
4
• Fast
Track
=
10
5
• High
=
2
4
Met
4
Not Met
3
3
2
2
1
N/A
N/A
0
0
0
Outage
Critical
Fast Track
High
‹#›

16. Challenges, Discoveries – Phase 3 Single
country
(U.S.)
Mul1ple
countries
(5+)
Mul1ple
countries
(9+)
Mul1ple
labor
types
Single
labor
type
(ATW)
Single
labor
type
(ATW)
(ATW
&
SOW)
Single
MSP
Mul1ple
MSP’s
(3)
Mul1ple
MSP’s
(3)
Focus
–
Scale,
StandardizaDon,
Repeatability
Element
Descrip1on
Learnings
/
Challenges
Financials
/
Contrac1ng
Fee
structure
Fees
negoDated
to
accommodate
global
volume
/
scale
Fee
tracking
and
reporDng
Performance
Management
Business
reviews
Beeline
represented
in
MSP
QBR’s
Development
of
detailed
scorecard
Technical
Change
Management
AutomaDon
of
intake,
tracking
and
reporDng
Process
developed
to
manage
CR
process
across
20+
countries
Synch
of
MS/Beeline
release
cycle
Strategic
Planning
Alignment
with
evolving
program
vision
Tight
communicaDon
and
relaDonship
management
to
enable
flexible
collaboraDon
Steady
State
Support
Management
of
change
across
20+
countries
CollaboraDon
with
ImplementaDon
team
VMO
SharePoint
site
Implementa1on
Support
Repeatable
processes
Ongoing
learnings
from
post-­‐go
live
experiences
‹#›

17. Vendor Management Office – SharePoint Site
KPIs
Program
Management
Duff
Training
Issue
Management
Change
Management
‹#›

18. Technical Change Management
CR Dashboard Reporting
9
Steady
State
CRs
by
Status
5/09/11
8
8
8
7
7
6
5
5
5
4
High
4
Medium
3
2
2
2
2
2
2
2
2
Low
2
1
1
1
1
1
1
1
1
Blank
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
‹#›

19. Current State of MS / Beeline Partnership
• High
knowledge
reten1on
•
Many
team
members
engaged
since
U.S.
implementaDon
• Dedicated
teams
suppor1ng
implementa1on
and
steady
state
environments
• Beeline
organizaDon
evoluDon
• Formal
issue
and
technical
change
management
processes
and
repor1ng
• Much
stronger
knowledge
and
connecDon
to
Beeline
development
structure
but
sDll
evolving
• Performance
management
tools
and
structure
in
place
but
s1ll
evolving
• SmartView
licenses
enabling
next
generaDon
reporDng
capabiliDes
• 100%
of
implementa1ons
delivered
on
1me!!!
‹#›