Case Study: Integrated Program / Project and Change management Middle East Banking Customer

1. Case Study:
Integrated Program / Project and Change
management Middle East Banking Customer

2. Customer Overview Problem Statement Proposed Solutions
Conflict Resolution Techniques
Steps to Manage Organizational
Change
SWOT Analysis
Proposed SDLC
Recommended Industry Best
Practices
2
Table of Contents

3. Change Management
Project Management
Current Transition Future

4. o Stakeholders
 Client Director
 Bank Employees
 Other Vendors
 TechM associates
o Project Overview
 Banking Digital Transformation Exercise
 Implementation of new age digital solutions
 Integrate digital solutions with the core banking system
 Upgradation of Core Banking System
 Emerging Technologies
 Disruptive operating models
 innovative practices and process
Geography Middle East
Domain Banking (BFSI)
Project Type Digital transformation
Segmentation Bank branches spread across all the countries in middle east
Technology FinTech
Customer Overview
4

5. Problem & Pain Area
• The customer is very demanding
• Customer is keep changing the requirements on a daily basis
• Customer is not willing to hear anything on change requests from Us
• Account manager has committed many things which are not part of
the SOW
5
Problem Statement
Impact
• It will result in extra work which will drain the revenue &
• The program will be in negative margin.

6. Proposed Solutions
6
1. Retrieve the program and the situation
2. Win-Win for both the customer and vendor
Actions Needed
 Understand the geography’s customs, culture & legal implications
 Knowing the customer local native language is an add on
 Have a brain storm session with customer & explain on the adverse impact of the changes to end consumers of
the bank
 Use the “Appreciative Inquiry” technique
 Convince the customer to go for the agreed work in the beginning and have the changes at the end
 Create a “Product Backlog” and include all the changes to be done in it
 Estimate the constraints (Time, Cost etc) & effort needed for changes
 Discuss with customer about the estimated constraints
 Keeping the communication transparent to stakeholders on all the changes
 The best SDLC would be the mixture of Waterfall & Agile as there are fixed and changing requirements
 If the customer is not willing to negotiate for keeping the changes at the end, better to bring the contractual
obligation without harming the mutual relationship in conflict resolution meeting with main stakeholders.

7. 7
Discovery & Design Build & Test
Plannin
g
Design
Build
Validate
Deploy
Go-Live
Readiness
Deployment &
Cutover
Data Migration
to Production
Quality
Assurance
Defect Fixes
User
Acceptance
Sprint 1
Freeze
Warranty
Support
Agile RolloutWaterfall
Sprint 2 Sprint 3 Sprint n
Kick-off
Governance
Socialize Plan
Planning
Design
Build
Validate
Planning
Design
Build
Validate
Planning
Design
Build
Validate
Incremental evolution of product with regular reviews and
feedback
Requirement
Workshops
• Hybrid Model of Water Fall and Agile Model
• Governance Model to start with bi Weekly to Monthly
• User and Customer involvement in each stages
• Clear RACI Matrix
• Customer user/Role availability planning
• Sign Off at each stage
• Penalty and Reward Model to be discussed and planned based on the project status
• Early adoption of Change Management
• Bring in values adds, automation to outplay the Account Leader commitments
• Customer mentoring and be a trusted partner by demonstrating the values
Proposed SDLC

8. Proposed Conflict Resolution Techniques
8
Negotiation
Mediation
Conciliation
Appraisal
Rule of Thumb: Try to resolve the difference in the least formal and most collaborative manner possible
Responding to challenge
It's a Combination of
o Culture
o Talent
o Mindset
o Technology

9. Recommended Industry Best Practices
9
• Arrive at global template and process harmonization
• Start with Product catalog, configuration rules & constraints, pricing models before approvals, quote
templates, order management etc.
• Optimize and simplify product catalog
• Ensure technical validity in the products before adding to bundles
• Consider pricing impacts to approvals
• Consolidate and standardise logic in approvals
• Standardize quote templates and consolidate document approval authority
Discover & Design
• Choose a single source of truth for Customer, Product, Pricing and Order masters
• Maximize configuration and avoid customizations as much as you can
• Structure your development environment, isolate the build and integrate in higher environment
Build & Test
• Establish clear release strategy, align people and processes
• Get early adoption from key business users
Deploy

10. Steps to Manage Organizational Change
 Set up a clear change agenda and plan
An approval from the leadership is key to managing change in the hierarchical Middle Eastern culture.
Organize a workshop and present an outcome-based plan to secure the support and buy-in of the leadership.
 Identify change champions and establish a support structure to broadcast change:
Set up a support and reporting structure with the leadership.
This ensures continued participation in change activities without the fear of taking any independent action that overrides the hierarchy.
 Identify and map the circle of control and the circle of influence
The circle of control is a lot larger for leaders, and the circle of influence for change champions is based on their bonds with peers.
Mapping and identifying these circles will help change champions derive leadership support.
 Early adoptions and introduction of Change Manager and customer specific planning
 Interactive and user engagement by means of flyers, quiz, and benefit realization to users
 Adoption of digital tools available to ease and quick learning – one of the resistance users bring in

11. Strengths
1. Past Experience with the same geography customer
2. Rich Banking Domain & Subject Matter Expertise
3.Unique Service Offerings
4. Explosive Growth
5. New Age technology implementation
Weaknesses
1.Clash of cultures
2.Customer Behavior
3. Customer not willing to accept Change Requests
4. Commitment by Account Manager
Opportunities
1. Leadership Support
2. Impact on the end consumer
3. OCM Plan
4. Communication Management Plan
Threats
1. Drain in Revenue / Negative Margin
2. Damage of Relationship with customer
3. Impact on the Reputation of the company
4. Regulations.
SWOT Analysis

12. Change Impact Assessment &
Change Readiness Assessment
Rollout Communications
Stakeholder Management
Keep the stakeholder engaged right from
the start.
Initiatives
Win-Win approach

13. Thank you