Date post: | 01-Jul-2015 |
Category: |
Technology |
Upload: | gideon-cohen |
View: | 67 times |
Download: | 2 times |
Managing Service Project in B2B Environment
Eyal Lubin
Director of Service Operations
NICE System
2
What is TeamLine?
SYSTEM! ONE
PROJECT
EXECUTION
P&L
MANAGEMENT
PROJECT
PLANNING
RESOURCE
MANAGEMENT
Manage service project end-to-end
Enhancing PM Effectiveness
enhances the project management effectiveness via
2 3 4 1 Visibility of
project status at any given time
Resource Utilization
Optimization
Tools for Profitability
Management
Tools for Customer
Management
Service Project Process Scope
4
Resource Creation Project definition
Post PO process
Pre PO process
Project Management
Project work plan
Trigger invoicing and
revenue process
Project Management
Resource allocation
Skills management
& Dashboards
Operational reports
KPIs
Customized dashboards
Reports & Expense
Time reporting and approval
Manage non-billable time
Expense management
Time Collaboration Manage project documentation
Manage project risk & issues
Customer’s status, communication
Better Control
Improve on-time delivery
What do we Aim to Improve?
One Methodology
Project Plan and Execution
- Templates & standards
- Risks & issues
- Project status
- Plan vs. actual
Resource plan optimization
Resource workload forecast
Skills
Effective assignment
Availability
What do we Aim to Improve?
Resource Management
Resource plan optimization
Resource workload forecast
Skills
Effective assignment
Availability
What do we Aim to Improve?
Resource Management
What do we Aim to Improve?
Manage P&L
Improve Revenue Forecast
Improve Revenue Recognition • Plan & billing milestone linkage • Shorter invoicing cycle
Better Tracking • Project cost (time) & expenses
What do we Aim to Improve?
Customer Collaboration
Share with customer project status and issues
Manage documentation
Increase project quality
Impact CSAT
Implementation of PSA as primary services platform
Ability to manage resources across LOB’s, Countries, Divisions, and role types.
Financial command and control of contracts, projects, portfolios, revenue achievement & Rev Rec
Support a mix of fixed price, outcome base, and T&M customer projects
Improved quality of delivery and overall customer experience
Drive greater profitability of projects and key accounts
Streamlining across LOB’s and regions of processes & work flows
Enhance practices and controls to drive growth, performance and contain costs
Share, transfer & capacity manage resources with full feed into ERP
Clear insight on all KPI’s for improved decision making
Facilitate smarter decisions for driving services revenue & product functionality
Individual KPI and MBO insight across all managers & resources
Detailed insight into committed process across the company
Detailed insight into time to revenue achievement and ability to Rev Rec
PSA Implementation Outcomes
Summary: Service Project Business Tracks
11
Project Creation & Opportunities Management
Project Management & Planning
Resource Management
Time & Expense Tracking
Finance: Forecast, Budget & Invoicing
Operational, Managerial Reports and Measurements
Customer Workspace
1
2
3
4
5
6
7
Service Project System Integration
12
PSA
BI & Reporting (Calculating Project Financial Matrices)
SFDC
(Automate service opportunity
creation Pre-PO mode)
Revenue Recognition
(Automate revenue recognition and services forecasting)
Invoicing System
(Automate project creation
& invoicing)
Salary System (Non-exempt
employee hours)