Developing a “Center of Excellence”: A Pega IT Case Study ...BPM Enterprise Maturity Model....

Dorothy Hatzikonstantis, VP of Enterprise Business ApplicationsJeff Clark, Senior Director of Marketing Operations

Developing a “Center of Excellence”: A Pega IT Case StudyPlus, What’s at PegaWORLD for You

May 6, 2011

2© 2011 Pegasystems Inc.

Agenda

Center of Excellence Maturity Model Pega IT Case Study COE Maturity: How to Get There PegaWORLD 2011 Update: COE Highlights


BPM Center of Excellence Benefits

BPM Center of Excellence (COE): Provides BPM Governance

Acts as single source of Methodology and Best Practices around BPM automation

Promotes standards for designing, building, testing, and operating BPM applications

Manages reusable components and frameworks

Provides business & technical expertise

Other COE Governance/Creative Leadership: SharePoint Internal/External CMS and portals

Master Data Management

Enterprise Architecture

4 © 2011 Pegasystems Inc.

BPM Enterprise Maturity ModelM

atur

ity

Time

Method Adoption Building Competence

Establish LOB COE

Corporate COE established.

Best Practices Defined and Adhered to

Federated COE model in place.

Business Maturity with Common

Processes

1

3

4

Project Tread:

BusinessUnit

Process / Rule Architect

Business Analyst

PM Leads

ExpertServicesResource

ProgramMgmt.


Business Analyst

PM Leads


Sponsors / Steering CommitteeOverall Oversight and Initiatives Prioritization

ClaimsLOB 1

RegionLOB 2

4

ProgramMgmt.


Level 1: BPM Competence – Best Practices

Recruited, staffed and trained small but agile IT development team (Summer 2004)

Made strategic decision to build out an enterprise-wide Rules-based BPM Reference architecture.

Decision to adopt a Services Oriented Architecture for extensibility and reuse

Team comprised of a mix of java, database, ERP, web developers

First year – systematic rollout of a whole family of Enterprise Applications


Level 1: BPM Competence – Best PracticesThe applications – laying the foundation for a BPM

Reference Architecture and Compliance Framework– ITIL - SLA Manager– HR Benefits Enrollment – 2 releases (9 person months)– Vacation Request (2 person months)– Self-Service Purchasing (Procurement, Fulfillment, Receiving, AP)

(20 person months)– Call Center (6 person months)– Goals and Performance System– New Hire (5 person months)– Contract Manager (4 person months)– Employee Skills Tracking System– OrgChart – Automatically creates and terminates employee user ids

and pwords fed from HR system to all BPM applications with additional workflow related logic (access employee type, manager, organization hierarchy, department, etc.)


Level 1: User Portal


Level 1: Point-to-Point Services & Connectors

Started with Traditional Connectors and interfaces

SQL DB-to-DB Views File Transfers


Level 1: IT Realized Benefits

Apps: PegaPO Contract MgrPAC

Common Building Blocks OOTBVi

sio

Flow

s

Cor

resp

onde

nce

SLAs

His

tory

Rep

orts

Dat

a st

ruct

ure

Wor

k O

bjec

ts

Activ

ities

-Lo

gic

IDE

Serv

ices

&

Con

nect

ors

Wor

klis

ts &

W

orkb

aske

ts

Hie

rarc

hy

Secu

rity



atur

ity

Time

Establish LOB COE1

3

4


Business Analyst

PM Leads


ProgramMgmt.


Business Analyst

PM Leads



ClaimsLOB 1

RegionLOB 2

10

ProgramMgmt.

Business

Unit2


Level 2: Establish Line of Business COEs

First LOB COE’s Established:– Global Services

– Account Information Application (AIA)

– Educational Services– Training Management System

– HR– Talent Scout

– Sales– CPMs – Sales Automation



atur

ity

Time

Corporate COE established.

Best Practices Defined and Adhered to

1

3

4


Business Analyst

PM Leads


ProgramMgmt.


Business Analyst

PM Leads



ClaimsLOB 1

RegionLOB 2

12

ProgramMgmt.

Business

Unit2

3


Level 3: Corporate COE – MethodologyAgile RUP or SCRUM

https://community.pega.com/Department/InformationTechnology/COE/Pages/default.aspx

https://community.pega.com/Department/InformationTechnology/COE/Pages/default.aspx�


Level 3: Corporate COE – Methodology

COE HLD, Re-use Reviews

LiveConstruction

Configure and unit test

…

TransitionSystem and

User Test

……

ElaborationExpand on use cases

COE Proposal Clinic – Project Approval

Transition Readiness, Run-Book Review

New SmartBPM™ Tools help customers accelerate implementations COE Gates

Test Management Framework (optional)

Project Management Framework (optional)

Real Time Document Generation

Unit Auto Test, PAL, Tracer, DB Trace, Preflight

Performance, Scalability, Security Reviews

Status Reporting and Governance

Inception

Application ProfilerApplication Accelerator

Rule Form Updates

COE Best Practices, Rules, Test Reviews


Level 3: Corporate COE – Reference Architecture


Level 3: Corporate COE – Reference Architecture


Level 3: ESB with ~200 Web Services

SOA Architecture

Web Services Master Data commonly

shared across enterprise Centralization on security Monitoring of traffic Declare Page enablement

for cached data in memory for performance



atur

ity

Time

Federated COE model in place.

Business Maturity with Common

Processes

1

3

4


Business Analyst

PM Leads


ProgramMgmt.


Business Analyst

PM Leads



ClaimsLOB 1

RegionLOB 2

18

ProgramMgmt.

3

4

Business

Unit2


Level 4: Federated BPM COECOE Leadership

Executive Sponsor, Business C-Level Exec, IT C-Level Exec

Corporate COEPRPC Project Director

• Architecture• Methodology• Infrastructure• QA• Deployment

HR COECOE Manager/PM

• Lead SA / BA• PM• UAT/QA Lead

ProjectTeam B•Tech Lead•Developers

Finance COECOE Manager/PM

• Lead SA / BA• PM• UAT/QA Lead

ProjectTeam A•Tech Lead•Developers

ProjectTeam C•Tech Lead•Developers

ProjectTeam E•Tech Lead•Developers

ProjectTeam D•Tech Lead•DevelopersMethodology

Best PracticesReference Architecture

produces

SME’s


Level 4: Federated BPM COE Governance


Pega’s BPM Landscape

Global Financial Controls:PAC Time & Expense system

PAC Project SetupPAC Billing & Invoicing Global Procurement

Contract ManagementControls & Compliance/GRC

Contractor Self Invoicing

HR:Onboarding – New HireEarly AssessmentBenefits enrollmentGlobal Performance MgmtRecruitment ManagementEmployee Self ServiceManager Self Service

Customer Services:Customer self-serviceGlobal Call Center Mgmt.Exceptions MgtAccount Information ApplicationCommunity RegistrationProduct System of RecordSoftware Distribution

Professional Services:Executive Project

Dashboard PS Smart Staffer

Training Mgmt System


Pega BPM Landscape

ITIL:IT HelpdeskChange TrackingControls & Compliance/GRCAccess & ProvisioningSLA ManagerOrgChart/SSOAttestations

CPMS – Sales Automation:Leads GenerationTarget Accounts

Opportunities & Activities Sales Forecasting

Community Master DataSales Incentive System

Business Federated FWs:DCOAES MonitoringProject Management FWTest Management FWIntegrated Worklist ManagementUpdates ManagementIAC – Internet Application Composer



COE Organization Structure

Roles & Responsibilities

Engagement Processes

Knowledge Governance Approach

Learning & Development Plan

Knowledge & Experience from Past Projects

Reusable Solutions from Experience

Standardized Processes

KM Repository & Tools

Frameworks & Templates

CoE ActivitiesSolution Dev Activities

Competency Building

L&D & KM

Methodologies & Frameworks

Evangelize across EnterpriseOptimize costsUndertake BenchmarkingContinue business process improvement

Establish COERoadmap to Implementation

Stabilize COEFrom Building to Nurturing

Optimized/ Mature COESteady State Attainment

COE Screening CRITERIAThreshold experience & IT capabilities

Alignment with the Organization’s vision

Need for IT competency management & KM

Strong & sustainable business demand

Evaluate current processes, standards, tools,

methodologies, templates and solutions

Define COE vision, mission, goals & objectives

Create COE charter

PLAN4 Weeks

ESTABLISH8-12 Weeks

OPERATE12 - 24 Weeks

OPTIMIZEBeyond

The overall COE roadmap


1600 Colleagues from Pega Community

200+ World’s Leading Companies

17 Training Sessions & Workshops

32 Customer Success Presentations

3 Customer Keynotes on Transformation

Unlimited networking opportunities

www.pegaworld2011.com

http://www.pegaworld2011.com/�


Keynote Highlights

Alan Trefler, Pega CEO & FounderDriving Customer Success

Lester Owens, JPMorgan Chase, MD and Global Head of OperationsInnovative Technology Approaches to Driving Customer Success and Cost Reduction

Kerim Akgonul, Pega VP of Product ManagementAccelerating the Path to Success with Pega’ s Agile Model Driven Architecture

Yvonne Genovese, Gartner, VP & Distinguished AnalystApplications 2020: The Future of Business Applications and Analytics

Pete Beyda, Chartis, CIO ClaimsOne Claims Process across the Globe

Paul du Laat, Lloyds Banking Group, Global Director of Customer Value Mgmt.Rob Walker, Pega VP Decision Management & AnalyticsMaximizing Customer Value in Every Interaction

www.pegaworld2011.com/agenda

http://www.pegaworld2011.com/agenda�


Over 32 Customer Success StoriesKey COE Sessions:Agility & Business Innovation at

MedcoMaximizing Re-Use: Practical

Secrets for Success from the JPMC Center of Excellence

Chartis Leverages Special Skills to Lower Costs & Foster Collaboration and Re-use

Center of Excellence Discussion Group with Pega’s Dave Griffiths

JPMC COE Breakfast

AlsoWhat’s New in PRPCOvercoming the Cloud Anti-Bodies

Inside Your OrganizationThe 30-Minute Application

New


Sunday (6/5th) & Wednesday (6/8th) PRPC: Project Management Framework (1 day) PRPC: Test Management Framework (1 day) PRPC Overview (Half-day) User Interface Essentials (1 day) PRPC: Report Designer (1 day)

Value? $1,100 2 days of training included in PW registration?

Plus 9 workshops, including: Pega Cloud Development & Test (Sun PM) Legacy Modernization/Integration with SAP (Sun PM) Dynamic Case Management (Sun & Wed) PRPC Performance Tuning (Wed AM) Creating a World-class UI Workshop (Wed AM) Warranty Claims Workshop (Wed AM) What’s New in Foundation Server: Product Strategy and Roadmap? (Wed AM)

New

Training Classes & WorkshopsAll Classes on PRPC 6.1 SP2

New

New


Wednesday June 8th 9am-12pmMonitoring and optimizing performance of your applications Holistic methodology – identifying process, UI, network,

environment, application, interface and database issues Common causes of application performance degradation Using performance diagnostic tools with PRPC Best practices for optimal performance and scalability Analysis of PRPC logs, alerts and performance statistics

Plus, open forum immediately following presentation Demo systems with sample problems for you to diagnose Bring your logs and questions!

PRPC Production Application Performancewith Andy Werden, Solutions Director, Production Performance Practice

Covers both PRPC 6.1 and 5.*


Networking at PegaWORLD Special Interest Groups (Sun)

Banking & Cap Markets Insurance Healthcare

Meet-ups (Mon) Centers of Excellence Retail Banking Wholesale Banking Blues Community Pharmacy Benefit Mgmt. Insurance Customer Excellence Marketing Automation

Community Dinners (Tues night) Banking & Cap Markets Insurance Healthcare Communications Life Sciences Public Sector And, more

New

New


1600 Colleagues from Pega Community

200+ World’s Leading Companies

17 Training Sessions & Workshops

32 Customer Success Presentations

3 Customer Keynotes on Transformation

Unlimited networking opportunities

www.pegaworld2011.com

http://www.pegaworld2011.com/�

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Developing a “Center of Excellence”: A Pega IT Case Study ...BPM Enterprise Maturity Model....

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