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Dreamforce 2014 Rakuten's Global Center of Excellence

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Dreamforce 2014 Rakuten's Global Center of Excellence

  1. 1. Empowering Global Innovation James Burns Director - Platform Community Solution Advisors
  2. 2. Empowering Global Innovation: How Rakuten applies the Salesforce.com CoE globally David J Ramos (Dave) Group Manager @anotherdatageek
  3. 3. About Rakuten Who is a Center of Excellence What’s
  4. 4. Rakuten is… INNOVATIVE – Annually ranked among Top 20 Globally by Forbes since 2012 #1 #9
  5. 5. Rakuten is… E-Commerce Digital & Content Travel & Reservation Pro Sports Finance ..and more
  6. 6. Rakuten is… Ecosystem E-Commerce Credit Card Banking Securities Telecom Travel E-Money Digital Goods Portal & Content Database Loyalty Program Log-In
  7. 7. Rakuten is… • E-commerce in 14 countries and regions • All services and businesses in 28 countries
  8. 8. About Rakuten Who is a Center of Excellence What’s
  9. 9. Salesforce.com in Rakuten 1 4 1 4 3 32 1
  10. 10. Rakuten Platform Ecosystem ConsumerBizTeamsG&ATeams
  11. 11. Front Office
  12. 12. • Synergy • Shared development & reuse • Best practices • Code libraries • Efficient utilization Challenges & Opportunities • Limited collaboration • Islands of expertise • Siloed decision making • Same biz - different process • No reuse  High cost  High complexity  Slow innovation
  13. 13. What is a CoE?
  14. 14. But which model is right for us? Formal Command & Control One instance Many BU Localized Customization Single Global Team Moderate Command & Control BU grouped in Few Instances Localized Customization Multiple Teams w/ 1 CoE Supporting Informal Command & Control Many Instances (Current) Best Practice Only Multiple Independent Teams
  15. 15. What are others like us doing? Salesforce.com CoE Case Studies
  16. 16. How to we start? Keep It Simple Stupid! We do not need a complex framework to start
  17. 17. Rakuten CoE Workshop Attendees included 35+ global members (Biz & Tech) Shared the problems Discussed the solutions Planned the roadmaps
  18. 18. About Rakuten Who is a Center of Excellence What’s
  19. 19. Rakuten CoE Workshop Find Common Challenges Skilled Resources Technical Debt (Old & Custom Code) Cost System Integrations Lack of processes
  20. 20. Rakuten CoE Workshop Establish a Charter  Connect  Develop  Deploy Deliver Global Enterprise  Strategy & Best Practice  Architecture  Shared Development Team  Central Administration  Systems Integration  Data Management  Reporting & KPI
  21. 21. Establishing the CoE Did I mention to... Keep It Simple Stupid! Common Process & Pains Best Practice & Knowledge Sharing Targets for Collaboration & Shared Development Project Execution & Consolidation
  22. 22. About Rakuten Who is a Center of Excellence What’s
  23. 23. Growing the CoE 1. Development Center 2. Knowledge Management 4. Design Standards 3. Architecture Governance
  24. 24. Vision for Salesforce in Rakuten Business Intel Data Warehouse E Comm Backend Finance/Billing Digital Contract Mgmt KYC & screening HR System/DB Reviews & Ratings CTI Full replication Full replication Metrics & KPI Metrics & KPI APIs Selected Metrics
  25. 25. Full integrated Global CoE Finance Card Edy Insurance Life Bank Smart Pay Securities ECC Ichiba (JP) EU (FR, UK, DE, AT, ES) AM (US, BR) Asia (TW, TH, ID, MY) Marketing LinkShare LinkShare JP Loyalty MediaForge Others Travel Fusion Grommet Kobo Viki Logistics Salesforce CoE (CITD) Support & Admin Development Center Architecture & Standards Knowledge Sharing Strategy Group BU/DU Leaders Group BU/DU Leaders Group BU/DU Leaders Group BU/DU Leaders
  26. 26. Q&A

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