Does Collaboration Provide a Competitive Advantage
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eTask.it redefines business collaboration
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Does Collaboration Provide a Competitive Advantage
- 1. eTask.it:Do You Have A Collaboration Strategy?
- 2. Does Collaboration Provide a Competitive Advantage? A businesscollaboration strategy was once a nice-to-have. Not anymore. Even in the current economic climate, 37% of organizations surveyed in Forrester's Q4 2008 enterprise and SMB software survey consider implementing a collaboration strategy important in 2009. -“Benchmarking Your Collaboration Strategy”- Forrester November
- 3. Problem:Low Quality Levels Professional services organizations tend to rely more in individuals skills to overcome the shortfalls in service delivery, ratherthan building theknow-how of the organization. Processes organization Know-How People Individual Know-How Infrastructure Disjointed Technology
- 4. New Model People Individual Know-How Processes organization Know-How Partners Community Know-How To deliver successful professional services (Competitive Cost and Consistent high Quality levels) in the Flat World, you are required to have balance Infrastructure Integrated Technology
- 5. Seize the Future eTask.it: Productivity in the New Normal Road to Success
- 6. Cost Quality Reduced cost of quality One-off Delivery without eTask.it Factory/ Disciplined Delivery with eTask.it
- 7. The eTask.it proposition: Our Beliefs Resource skills Management Quality & Service Consistency Know-how in the company Global collaborationstayshere Transparency Continuous improvement ServiceAutomation
- 8. Service Delivery KPIs in Real Time
- 9. Path to Operational Excellence With eTask.it, Professional Services companies can not only standardize the delivery of services but also keep the knowledge generated within the organization. 1 3 4 2 2 4 3 Define Services “What” Define Method “How” Agree Contracts Deliver Service Inception Features Benefits Work Products Category Terms & Conditions Elaboration SLAs Pricing Tasks Roles Custom SLAs Construction Transition Service Components Custom Pricing Activities Operations Method Processes Measure/Benchmark Improve
- 10. Integrated Supply Chain The transparent integration of the processes reduce the risks and inefficiencies related to the management of different IT partners, hence improving the qualityand response times given to the end customer End Customer: Total Transparency Consistent Engagement Single Interface Other Support Companies Project Mgmt Supply Chain Integration Engine Software House B Consultants Software House A Corporate IT Dept IT Provider A Call Center Resources & Products Resources & Products Resources & Products Resources
- 11. New Market Opportunities Provides a virtual marketplace optimised for the e-procurement of IT professional services and products Demand of IT Products & Services Provision of IT Products & Services Payment System Different Auction models Collabor. Tools Register Buyers Customers of standard SOM platform Companies of any size or sector that require IT services ONLY Companies that are using the SOM platform can provide services Real SLAs Customers of standard SOM platform Provider Scoring Mediation Services Companies using the Operational platform
- 13. Uniform
- 14. Predictable
- 16. Cross-fertilization of best practice External to eTask Supported by eTask
- 17. Service Automation Quality Improvement Programs (CMMI, SixSigma, ISO, SOX,PMI…) Development Methodologies (Iterative, RUP, MSF, Waterfall, Agile, in-house…) Conceptual Methodologies& Frameworks Real Process Automation Highly orchestrated Point Tools Requirements Design Build Test Deploy Loosely Coordinated Skills
- 18. eTask.it Process Lifecycle Framework (CMMI, ISO, ITIL) Methodology Internal Best Practices Process Modeling > Process Enactment > Process Monitoring Continous Improvement Lessons Learned Real-TimeMetrics
- 19. Our Product:eTask.it Functionality Structure
- 21. Service Design
- 22. Profile Design
- 25. User Acceptance
- 26. Sponsor Signoff
- 28. User Training
- 32. Align training to skills gap
- 34. Core Team Setup
- 36. Sponsor
- 37. Product Mgr
- 38. Service Expert
- 39. Project Mgr
- 41. Setup End User Training
- 47. Review Support
- 48. Pilot validation
- 50. Define Users
- 51. Define Calendars
- 52. Define IT Production Procedures
- 55. Define Metrics
- 56. Define Reporting
- 58. Method Setup
- 60. Contracts Setup
- 61. Deliver Post implementation Report
- 64. Configure delivery process for all services
- 67. Kick-off Pilot Project/Service
- 71. Business review
- 74. Integration Plan
- 75. Test Plan
- 76. Education Plan
- 77. Change Mgmt Plan
- 82. Outline Support & Quality Assurance
- 84. Rollout Plan
- 85. List of learnings
- 86. Updated Project /Service templates
- 89. End Users Pilot Training
- 91. Live Change Management Process
- 94. Support & Quality Assurance Plan eTask.it Implementation Deliverables
- 95. Contact Us http://www.etask.it Carlos.alarcon@etask.it Juan.mogollon@etask.it
Hinweis der Redaktion
- OUR BELIEFS:Global business collaboration is here to stayTransparency is the cornerstone for successful business partnershipsService Automation is required to achieve continuous improvementKnow-how must stay with the company not with the individualsConsistent quality and service delivery are a must
- Integrated Supply Chain : Possibly the most innovative functionality of the platform, allows all the companies using the operational platform to seamlessly collaborate among each other without the need of expensive system integration projects. As mentioned in the operational platform slide, a user will be able to eTask.it (i.e. Outsource) tasks or whole processes (e.g. Bug Management) to other eTask.it ecosystem members. For example, during the resource allocation phase in a project, the project manager will be able to assign a specific provider or invite other providers to handle the task or sub-project through the virtual market place. By leveraging the fact that all the companies using the operational platform will be sharing the same core processes and will have standard SLAs, the process of integrating work to other parties can be achieved effortlessly.As a direct consequence of the transparent integration of processes between the different members of the eTask.itecosystem, those members will be able to react faster and more effectively to changes in the market, allowing them to attract the best resources and products to provide solutions to their end customers.
- The eTask.it virtual market brings a lot of features to its users, including the following:Free Registration: The portal will offer to both buyers and provider the opportunity to register on the market place without any cost in order to incentive the creation of the market place. Buyers will be able to publish new projects/requirements on the market without any cost or purchase products. Providers in the other hand will be charged a commission for every project or product they sell through the market and will be required to use the operational platform. Auctions models: The portal will offer buyers the possibility of selecting the auction model that best matches their individual requirements. The system will offer two different models:Open Auction: the buyer is able to invite all the providers that meet his selection criteria (e.g. Quality, Location, Skills etc).Close Auction: the buyer is able to invite a select name of providers, and only these providers will be able to bid for the business. Optimised Payment System: The payment of any product or service sold in the portal is done through a virtual account, which can be funded by different methods including Credit Cards, Debit cards, Cheques or wire transfers. Each company registered in the portal will have its own eTask.it virtual account and through this account each company will be able to pay and receive monies for the services provided. The system is designed to solve the most common problems related with the commercial transaction between buyers and provider at the local and especially at the international level. Therefore the system will work as follows:Payment of services through Escrow service: Once a buyer has chosen a provider to undertake a project, the buyers is required to credit its virtual account with at least the amount of money required for the first phase. Without this confirmation, the provider does not start the project. Money is only release to the provider with the approval from the buyer, usually at the successful completion of each of the stages of a project.Surety Bonds: In order to offer buyers certain level of protection against providers, the system will offer them with the option of demanding a surety bond from the provider selected. Two main options will be offered:For small project (i.e. Up to US$50.000), the buyers will be able to request of a eTask.it bond, which requires the selected provider to deposit up to 20% of the total value of the project in the virtual account. This money subsequently frozen until the project is completed. In the event of a default from the provider, this money is transferred to the buyers virtual account.For medium to large projects (i.e More than US$50.000), the buyers will be able to request that the provider gets a commercial Surety Bond from a reputable insurance broker and provide a copy of the policy before the work can commence. Mediation Service: For all disputes in the market, eTask.it will offer a mediation service which is based on a predefined process designed to reach a deal at the end of it. This process start with a period of time that both parties are required to solve their differences. After this initial period (i.e. 2 Weeks), eTask.it personnel will organize an e-conference call with both parties in order to evaluate the issue and define a resolution plan. If after the mediation of eTask, the problem persists after 2 weeks, eTask.it will be authorized to transfer the funds involved to a charity. Product Purchase: For the purchase of products in the market, the system will allow the buyer to pay directly with a credit card or to use the available funds in the virtual account to pay for the product. Payment Schedules: Provider will be able to define the payment schedule against key deliverables in the project, so as soon as each stage is completed, the provider will be able request the necessary payments from the buyer in order to continue or complete the project. Optimised provider selection: The system will offer buyer with the most comprehensive view of the provider’s quality performance in the market today, so the buyer can make a real informed decision and therefore reduce the risks of engaging with unreliable providers. This view will be based on a set unique metrics that combined generated the eTask.it quality score. The portal therefore will provide the following information to the buyers:Portfolio of Projects and Case Studies: The providers will be able to present examples of the work/projects that they have implemented for other customers. This information will be available to the buyers during the selection process.Confirmed quality certifications: Providers are able to list the quality certification that have achieved (e.g. ISO9001, CMMI, ITIL etc). eTask.it will offer the service of checking that the certification are in fact real and current, so the buyers can have a more truthful view of the provider’s quality achievements.Technical and languages skill levels: Providers are able to list the main technical skills and levels of languages that they can offer to their customers. With simple 1-5 scales and clear definition of the meaning of each level, each provider will be able to define its technical profile and language capabilities.Customer’s feedback (Qualitative Score): At the end of each project, the buyer is required to score the provider in different areas such as: Quality of the Work, Responsiveness, Time Control etc. The weighted average of the scores given is available to the future buyers. This feedback process encourages providers to offer high quality work because otherwise negative scores will directly affect their opportunity of selling more services in the marketplace. Service Consistency (Quantitative Score): As the operational platform will be developed over a set of standard processes that are not only aligned to the best practices in the IT industry, but also controlled and measure by a BPM/Workflow technology, eTask.it will be able to measure and compare “like with like” the performance of all the companies. Through the quantitative measurement of the deviation of each KPI (Key Performance Indicator) against the target performance (i.e. Service Level Agreement) offer to each customer, eTask.it will generate a SLA adherence score unique the industry. For example, if a provider offers 4 hr response time to changes requests, and the average respond time measure by the system is 4.5 hours, the provider will have a 4.5/5.eTask.it Quality Score: Through a combination of the Service Consistency, Customer’s Feedback and Confirmed Certifications, every provider will be given a score. Collaboration System: The portal will offer a set of basic Web 2.0 collaboration tools in order to enhance the collaboration process between the buyer and the provider during the execution of the project. Among the tools available, the portal will offer Chat rooms, tools for teleconference over the Web (e.g. Skype). For the customers that decide to use the operational platform, they will have more functionality in order to achieve even higher standards of transparency between both parties. Even though these tools are not intending to replace face-to-face interaction between client and provider, they are designed to complement the traditional commercial processes. However, for small value projects, these tools are deemed enough to completing a successful project.
- The eTask.it virtual market brings a lot of features to its users, including the following:Free Registration: The portal will offer to both buyers and provider the opportunity to register on the market place without any cost in order to incentive the creation of the market place. Buyers will be able to publish new projects/requirements on the market without any cost or purchase products. Providers in the other hand will be charged a commission for every project or product they sell through the market and will be required to use the operational platform. Auctions models: The portal will offer buyers the possibility of selecting the auction model that best matches their individual requirements. The system will offer two different models:Open Auction: the buyer is able to invite all the providers that meet his selection criteria (e.g. Quality, Location, Skills etc).Close Auction: the buyer is able to invite a select name of providers, and only these providers will be able to bid for the business. Optimised Payment System: The payment of any product or service sold in the portal is done through a virtual account, which can be funded by different methods including Credit Cards, Debit cards, Cheques or wire transfers. Each company registered in the portal will have its own eTask.it virtual account and through this account each company will be able to pay and receive monies for the services provided. The system is designed to solve the most common problems related with the commercial transaction between buyers and provider at the local and especially at the international level. Therefore the system will work as follows:Payment of services through Escrow service: Once a buyer has chosen a provider to undertake a project, the buyers is required to credit its virtual account with at least the amount of money required for the first phase. Without this confirmation, the provider does not start the project. Money is only release to the provider with the approval from the buyer, usually at the successful completion of each of the stages of a project.Surety Bonds: In order to offer buyers certain level of protection against providers, the system will offer them with the option of demanding a surety bond from the provider selected. Two main options will be offered:For small project (i.e. Up to US$50.000), the buyers will be able to request of a eTask.it bond, which requires the selected provider to deposit up to 20% of the total value of the project in the virtual account. This money subsequently frozen until the project is completed. In the event of a default from the provider, this money is transferred to the buyers virtual account.For medium to large projects (i.e More than US$50.000), the buyers will be able to request that the provider gets a commercial Surety Bond from a reputable insurance broker and provide a copy of the policy before the work can commence. Mediation Service: For all disputes in the market, eTask.it will offer a mediation service which is based on a predefined process designed to reach a deal at the end of it. This process start with a period of time that both parties are required to solve their differences. After this initial period (i.e. 2 Weeks), eTask.it personnel will organize an e-conference call with both parties in order to evaluate the issue and define a resolution plan. If after the mediation of eTask, the problem persists after 2 weeks, eTask.it will be authorized to transfer the funds involved to a charity. Product Purchase: For the purchase of products in the market, the system will allow the buyer to pay directly with a credit card or to use the available funds in the virtual account to pay for the product. Payment Schedules: Provider will be able to define the payment schedule against key deliverables in the project, so as soon as each stage is completed, the provider will be able request the necessary payments from the buyer in order to continue or complete the project. Optimised provider selection: The system will offer buyer with the most comprehensive view of the provider’s quality performance in the market today, so the buyer can make a real informed decision and therefore reduce the risks of engaging with unreliable providers. This view will be based on a set unique metrics that combined generated the eTask.it quality score. The portal therefore will provide the following information to the buyers:Portfolio of Projects and Case Studies: The providers will be able to present examples of the work/projects that they have implemented for other customers. This information will be available to the buyers during the selection process.Confirmed quality certifications: Providers are able to list the quality certification that have achieved (e.g. ISO9001, CMMI, ITIL etc). eTask.it will offer the service of checking that the certification are in fact real and current, so the buyers can have a more truthful view of the provider’s quality achievements.Technical and languages skill levels: Providers are able to list the main technical skills and levels of languages that they can offer to their customers. With simple 1-5 scales and clear definition of the meaning of each level, each provider will be able to define its technical profile and language capabilities.Customer’s feedback (Qualitative Score): At the end of each project, the buyer is required to score the provider in different areas such as: Quality of the Work, Responsiveness, Time Control etc. The weighted average of the scores given is available to the future buyers. This feedback process encourages providers to offer high quality work because otherwise negative scores will directly affect their opportunity of selling more services in the marketplace. Service Consistency (Quantitative Score): As the operational platform will be developed over a set of standard processes that are not only aligned to the best practices in the IT industry, but also controlled and measure by a BPM/Workflow technology, eTask.it will be able to measure and compare “like with like” the performance of all the companies. Through the quantitative measurement of the deviation of each KPI (Key Performance Indicator) against the target performance (i.e. Service Level Agreement) offer to each customer, eTask.it will generate a SLA adherence score unique the industry. For example, if a provider offers 4 hr response time to changes requests, and the average respond time measure by the system is 4.5 hours, the provider will have a 4.5/5.eTask.it Quality Score: Through a combination of the Service Consistency, Customer’s Feedback and Confirmed Certifications, every provider will be given a score. Collaboration System: The portal will offer a set of basic Web 2.0 collaboration tools in order to enhance the collaboration process between the buyer and the provider during the execution of the project. Among the tools available, the portal will offer Chat rooms, tools for teleconference over the Web (e.g. Skype). For the customers that decide to use the operational platform, they will have more functionality in order to achieve even higher standards of transparency between both parties. Even though these tools are not intending to replace face-to-face interaction between client and provider, they are designed to complement the traditional commercial processes. However, for small value projects, these tools are deemed enough to completing a successful project.