Making Office 365_SharePoint Strategic_SPC18.pdf

©2018 Avanade Inc. All Rights Reserved. <Highly Confidential> See Avanade’s Data Management Policy
©2018 Avanade Inc. All Rights Reserved.
May 2018
Making Office 365 & SharePoint Strategic

©2018 Avanade Inc. All Rights Reserved. 3
Our Digital
Experiences
How did we get here?
Systems of
Record
Refocus on Systems of
Engagement
Building a
Strategy
Discuss and Deliberate
Key
Considerations
Put things in
place to succeed
Wrap Up &
Next Steps
Get out of the
comfort zone
Agenda

Michelle Caldwell – Digital Workplace Lead-@shellecaldwell
4
PMP, CSM, SSGB, Certified Innovation Facilitator, MS MVP & Regional Director

Eric Riz – Founder & CEO, Empty Cubicle
5
Founder & CEO, eMark Consulting, Merge
Concatenate 2011
5X MVP
eric@emptycubicle.com
@RizInsights
https://speakerhub.com/speaker/eric-riz

Project
Manager
Business
Analyst
C-Level
IT Pro Developer
What’s your responsibility

Introductions
1.
Name, role, where did you fly in from
2.
Create a post-it….

Why are you here?
Communication and collaboration are
not a slam-dunk – you need corporate
involvement, teamwork and strategic
alignment to get it right.

What are you using? Which are you?
Small
<500
Medium
<2000
Large
2000+

Our Digital Experiences

As we become more connected, how do we build an
environment to connect with the global workforce anywhere, anytime?
How do you adapt to the changing expectations of your existing and new workforce
to attract and retain talent?
Digital natives
will have 20 different jobs and
different careers in
their lifetime
5
What are the demands of the workforce of the future when up to 5 generations have to work together & collaborate?
of the workforce will be millennials by
40%
and they could be working with their grandfathers
2020
What is the potential of a “liquid workforce in the cloud” for your financial institution?
By 2025, 45%of workers will be contractors
How can digital technologies empower the workforce and what skills does your financial
institution really need in the future?
Technology has made us 5X more productive since 1972
years
of jobs could be automated in the next
47% 15
What impact will robotics and automation have for the back office of your
financial institution?
The driving need for a new Digital Experience

Generational preferences at work -Bruce Tulgan
Characteristics Maturists
(pre-1945)
Baby Boomer
(1946-1964)
Generation X
(1965-1977)
Generation Y
(1978-1989)
Generation Z
(1990-2000)
Formative experiences Second world war
Rationing
Rock ‘n Roll
Nuclear families
Defined gender roes –
particularly for women
Cold War
Post War boom
“Swinging 60s”
Apollo Moon landings
Youth culture
Woodstock
End of Cold War
Fall of Berlin Wall
Live Aid
Introduction of first PC
Early mobile technology
Latch-key kids
Rising levels of divorce
9/11 terrorist attacks
PlayStation
Social media
Invasion of Iraq
Reality TV
Google Earth
Economic downturn
Global warming
Mobile devices
Arab Spring
Produce own media
Cloud Computing
Wiki-leaks
Percentage in NA
workforce 1% 30% 27% 28% 14%
Aspiration Home Ownership Job Security Work-life balance Freedom and flexibility Security and stability
Attitude toward
technology
Largely disengaged Early IT adaptors Digital Immigrants Digital Natives “Technoholics”
Attitude toward career Jobs are for life
Organizational – careers are
defined by employers
Early “portfolio” careers – loyal
to profession, not necessarily
employer
Digital entrepreneurs – work
“with” organizations not “for”
Career multitaskers – will move
seamlessly between
organizations and “pop-up
businesses
Signature product Automobile Television Personal Computer Tablet/Smart Phone
Google Glass, graphene, nano-
computing, 3-D printing,
driverless cars
Communication media Formal Letter Telephone E-mail and text message Text or social media Hand-held communication
Communication Preference Face-to-face meetings
Face-to-face ideally but
increasingly will go online
Text message or email Online and mobile (txt msg) Facetime

15

Primary Focus on Systems of Record
are a thing of the past

We need to shift our focus
to Systems of Engagement

Breakthrough Business Model Disruption Incremental Process
Product Organization Outcome-Driven Service
9 types of innovation

20
20

21

OVERWHELMED
DISTRACTED
IMPATIENT Workers get interrupted as
often as once every 5 minutes
Number of times per hour
checking inbox
Knowledge Workers unlock
their smartphones up to 9
times every hour
80%
80% of employees admit to
using non-approved SaaS
apps in their jobs
20%
20% of the workforce is
comprised of contractors,
temporary staff and
freelancers
Two thirds of workers complain
that they don’t have enough
time to complete their jobs

Let’s take a look at a customers journey
24
How they work currently, and how it could look after
STARTS WITH AN EMAIL
Someone asks a question via
email, which generates a
meeting, a conversation and
two more emails
FUTURE
CURRENT
CONVERSATION STARTS
A Team is created and
members are invited EVERYTHING TOGETHER
All the conversations, files &
links are in one place
ACTIVITY EXPANDS
More people are invited, more
conversations happen. People
can ‘catch up’ easily
EVERYTHING’S
CONNECTED
No multiple versions. No
dropped threads.
Everything together. One
Tool
TIME-CONSUMING FOLLOW-UP
And piles of old emails clogging inboxes
FLURRIES OF DISCONNECTED ACTIVITIES
More meetings, phone calls, emails follow-up meetings
DONE?
DONE SOONER,
DONE SIMPLER

26
What are your
business goals?
Have you created an
IT strategy?

27
27
are pillars in your IT strategy,
but not your strategy!
Understand that
Office 365
and SharePoint

How can we be
strategic?

Through alignment, value is realized
There is no I in team, but
there is in raise
Measurable business impact is what
matters
Balance of resources given to system
vs. adoption
Use the correct lens; Feature Capability,
Benefit, Outcome Strategic Goals

Set Expectations

Some of the key considerations when planning a Digital Transformation:
Planning for a Digital Transformation
Develop a Vision
How will this help
drive achievement
of company
business goals?
Assess the current
state & gaps to be
addressed
Refine the
Roadmap
Estimate the
investment
required &
potential ROI
Create a mockup,
prototype, etc.

“If I'd asked customers what they wanted,
they would have said "a faster horse".
– Henry Ford

An example vision of a true Modern Workplace
Leverages organizational and geographic
context
A person-centered, task oriented experience
Connects people, content, and actions
Mobile first

Exercise – work with your teams
Identify a
Business Driver
• Engagement
• Time
• Quality
• Others?

Business
Opportunity
• What are the digital threats and opportunities
facing our industry and our business?
• What are our competitors doing?
Identify your current state & identify gaps

Desirable
Experience
• What do our user journeys look like across all
touch-points?
• How can we improve this experience?
• What do our users expect of us?
• How can we improve employee effectiveness?

Organization
Adoption
• Leadership engagement facilitating the change to drive
adoption
• Maintaining the organization and governance needed
to:
Make decisions Prioritize Manage content
Monitor
processes
Facilitate
collaboration
Manage DW
projects
Onboard new workforces & users

Technology
Enabler
• What is technology making possible
• What opportunities does that represent to our
business?
• What is the value of data that is being created
• How do you best take advantage of it?

Problem
Statement
Example
Our Company recently deployed 0365 to help
employees be more productive, but adoption is
uneven, employees are not engaged and
measurement of the business value achieved has
been elusive.
Continue – draft a problem statement

Refining the roadmap
Benefit Description
Value Driver
Enabling MVP
Features
ENGAGEMENT
Business Driver
Expected
Value*
Making
it
Easier:
Employee
Hub
Measurement
TIME
QUALITY
Increase in Employee Engagement
Improve Employee Satisfaction
Increase employee retention
Reduce Employee Frustration
10 – 15%
61, 242, 26, 79,
195, 103, 131, 116
Increasing the overall employee engagement by promoting
collaboration and providing direct opportunities to engage
• % use of collaboration
tools
• Reduction in Email
15 – 20%
61, 242, 26, 120, 79,
195, 2, 103, 131, 68, 166
Improving employee satisfaction, because people feel more
supported in their roles and work life
• Employee satisfaction
Survey
25 – 30%
61, 242, 26, 120, 195,
103, 131, 68, 116
Increase employee retention by shifting work to higher
value tasks, supporting performance at a higher level, better
acclimating new employees and creating a lovable
experience
• Reduction in attrition
• Reason for attrition
30 – 35%
61, 242, 26, 120, 79, 195,
2, 124, 103, 131, 68, 116
Reducing employee frustration by simplifying processes,
completion of tasks, access to knowledge & people, and
also enabling a personalised experience on the Hub
• # help desk requests
• Hub love index
Decrease Unproductive Time
Decrease Time to Competency
Improve Problem Solving
1 – 1.5 hrs/day
61, 26, 120, 79, 2,
103, 68
Reducing employee hand-offs, time spent doing admin tasks
and time to find the right content or people
• Process execution
time
• Employee study
35 – 40%
61, 242, 26, 120, 79,
103, 131, 68
Reduce time/cost to train on new skills, processes, policies,
etc. by quickly embedding support into the Digital Hub
• Usage of hub &
content
• Employee study
25 – 30%
242, 26, 120, 195,
2, 103
Increasing the speed and quality of problem solving by
providing employees access to the right people, content
and similar examples of prior solutions
• Time to resolution
• Issue recurrence
• Effectiveness of
content
• % reduction in non-
compliance
• Client satisfaction
Increase in Content Quality
Increase Compliance
Increased Internal Client Engagement
Improved Decision Making
35 – 40%
26, 120, 195, 103,
131, 124
Reduce error rates & misinformation via increasing
information currency, quality and relevance
20 – 25% 61, 26, 120, 103
Increase compliance to policies and processes by providing
easy access to standards, process steps and examples at
point of need
25 – 30% 26, 79, 195, 2, 103, 131
Increased internal client engagement quality by enabling
employees to have the right information, at the right time,
anywhere
25 – 30% 26, 120, 103
Help the Oltivia workforce make better decisions through
providing analytical insights and best practices in real-time
• # of issue occurrence
• Employee study

IMMEDIATE SHORT TERM LONG TERM
Collaboration
Services
Supporting
End
User
Services
Projects
/
Features
Transition roadmap example
Map existing resources to roles
Hire for open positions
Onboarding Training
Gain leadership approval for
organizational changes
Assess current team
headcount & capabilities
Phase 2
Consolidate Support
Functions
Phase 3
Align IT Functions -
Software Packing
Phase 3
Align IT Functions –
End Point & Mobile
Implement Delivery &
Operational SLAs
Define service-oriented metrics
Re-assess current
vendor contracts
Assess operating model after
implementation
Gain approval for
organization structure
Validate business case for
end user experience
Phase 1
Transition O365 to Services
Continuous
Improvement
2019
NEXT 3 MONTHS 2020 →
Move Support resources for
service teams
Intune
Exchange Migration (Feb)
Skype with Legacy Decom (March)
Microsoft Teams
Windows 10
Stream
Project Online
SharePoint Online
One Drive
Update Active
Directory
Visio Online
Workplace Analytics
Legacy platform
Decommission
QA Environment
Identify additional end
user impact areas
Define processes
Refine processes
QA Automation
Legend
Collaboration Services
Supporting End User Services
Funded Projects
Unfunded Projects
Define service
pricing strategy
Persona Experience

What’s in scope? What’s out of scope?
Exercise: defining the scope

Creating a prototype

Is THIS your organization?
Disparate
LOB Systems
Inefficient
decision
making
Disconnected
teams
Fragmented
processes
Lack of common
business language
across the
enterprise

Why are you using Office 365 and/or SharePoint?
p

What’s your deployment journey?
Executive Buy-In Portal Adoption Information Hub BI & Dashboards Critical Processes
Strategic
Operations
Executive Buy-in and
Business Alignment
Enterprise Wide Portal
Adoption
Enterprise Wide
Information Hub
Enterprise Wide Business
Intelligence and
Dashboards
Enterprise Wide Critical
Process Automation
Enterprise Wide Strategic
Operations Integration
Strategic Commitment,
Roadmap, Alignment
Internal Communication,
Knowledge
Management
Transform to a place
where work gets done
Business-Critical
Information Surfaced,
Maintained
Defined, Created,
Managed and
Automated
Operational Excellence
Managed, Repeated,
Achieved
50% 15% 5% 20% 10%

Planning
It’s not the technology that
matters…it’s the content!
Plan a single-source content
strategy
Ask for the Support you need
Align with your team, first

Key Considerations

How was the project introduced
to your organization?

50
50
Who owns
Office 365?

51
z
Defining the
Enterprise
Application

What is an Enterprise Application?
A set of tools you build an application from
Non-Enterprise?
A specific functional application that solves a single
problem for a specific business group

Define and create value
Determine
principles
and goals
Classify your
business
information
Develop an
education
strategy
Develop an
ongoing plan

Communication

We Fail
Recognize the reasons:
Lack of understanding
We simply “get busy”
Something more important came up
New opportunity becomes available
A crisis unfolds

Communicating
Alignment = messaging
Know what’s strategic to your business
What will make that difference?
How will success be measured?
How will value be realized?
How will you communicate the messages your business
needs to hear?

Is social strategic?

Set metrics
By November 2018 we will reduce the time it takes to find the correct policy for
patient procedures by 20%

With workflow improvements, we have a planned 2017 savings of:
$12.5M
This equals an average per-employee performance bonus of:
$20,000
27.8
18.5
Create metrics with IMPACT
North East:
25%

EXAMPLE TASK TIME
5
minutes
TASK REPETITION
10x
per day
NUMBER OF USERS
1,000
5,000
10,000
HOURS SAVED
PER YEAR
41,833
209,167
418,333
OPTIMIZED TASK
TIME
4
minutes
(Saved 1 minute)
Compound benefits of an optimized experience

A note on
adoption

Time to Reach 1 Million Subscribers
The 1 million subscriber mark
2.5 Months
3.5 Months
5 Months
5 Months
7 Months
10 Months
13 Months

Wrap Up and Next Steps

quick wins
foundational decisions
engage key segments of users
engaging user experience.
assets, accelerators
and proven methodologies.
1
2
3
4
5
Guiding principles for transformation success

Realize what is valuable
Migrations aren’t the answer if the
information you are moving isn’t
strategic
Don’t forget to triage – what is the
biggest pain right now? How can you
alleviate it?

Identify the pain – FIRST
Ask questions that lead to solutions
Classify the needs and expectations
Develop a success strategy
Need empathy

Understand your
Strategy
Communicate Goals and
Expectations
Work on Adoption
Define your Goals Align your Organization
Now what?

68
Session summary
Vision and Lens; let’s get strategic!
Executive buy-in is critical
Identify the pain and align to key strategic goals
Create value for your organization
Create value for your organization

“Coming together is a beginning; keeping together
is progress; working together is success”.
– Henry Ford

THANK YOU

Making Office 365_SharePoint Strategic_SPC18.pdf

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