TransformationTransforming Businesses with Technology

Steve HalloranSeismic Partners

Presenting to:Institute of Management AccountantsSeptember 23rd 2014

Technology

Case Study | Aquarion Water

Transformation

Case Study | Aquarion Water

BusinessEnabler

CoreSupport Function

What Level of Change is Needed?

Business TransformationWhat is the Role of Technology?

ShyGenius

Business TransformationBackground and Experience

Business TransformationRecent Background and Experience

Business Transformation

Technology??

What is Technology’s Role?

• Business Transformation Doesn’t Just Happen• Focus on Solving Problems Worth Solving• Leverage Your Assets• You Need to Give Control to Gain Control• Don’t Reinvent the Wheel• Measure and Pivot• Over-Communicate• Dedicate Resources (Back to #1)

Business TransformationSome Quick Thoughts and Lessons Learned…

Looking Beyond TodayPractically Radical and “Vuja De”

Future | 3D Printing

And the potential is huge – networking giant Cisco estimates $19 trillion in global Internet-of-Everything opportunities over the next decade.

Future | Internet of All Things

http://www.youtube.com/watch?v=9Wv9k_ssLcI

Future | Augmented Reality

Case Study | Aquarion WaterWho Said Change Was Easy ?

• $140M, 4 states, 320 emp• Forced Early Retirement• Significant Issues:

– Service Quality– Capital Efficiency– Operating Efficiency– Backoffice Support

• Highly Customized Legacy Systems and Shadow IT

• $200M, 3 states, 270 emp• Highly Integrated &

Performance Driven• Significant Improvements

– Voted One of Top Places to Work in CT

– High Customer Satisfaction– Few Complaints Among Peers

2004 2014

Case Study | Aquarion WaterDriving and Sustaining Change

AWC will use information technology to drive efficiency and service excellence to become the best provider of water in the U.S.

* Processes will leverage industry best practices* Architecture will be scaleable, integrated, and able to evolve

with the company* Data will be captured once, as close to work site as possible* Data will be available anytime, anywhere, for the people who

need it* Security will be appropriately built into all systems* Technology will be proven and sustainable* Systems will be role-based and rules driven* Systems will be COTS with no customization * Systems will meet business needs based on challenged

business case* Interfaces will be user friendly and appropriate to the user role* Initiatives will be governed under formal program management

process including change managementOperations Efficiency

Capital Efficiency

ServiceQuality

Back Office Efficiency

GUIDING PRINCIPLES

Case Study | Aquarion WaterBuilding Alignment and Momentum

Case Study | Aquarion WaterEstablishing Our Baseline Plan

TUI Consulting

& more

Requirements

RFP

Road Map

Plan Assess Select

“Dark horse”

Case Study | Aquarion WaterDefying Conventional Wisdom

What is Risk ?

Case Study | Aquarion Water

www.axonglobal.comBusi

ness

Perf

orm

ance

Baseline Performance

TransformationalChange

ChangeEnablement

Minim

ize Business Perform

ance D

ip

Rapid Transition to Benefits Realisation

Minimize Implementation Phase

Go - Live

Case Study | Aquarion WaterBig Bang Approach and Focus on Change

www.axonglobal.com

Dip-O-MeterPost-Go-Live Metrics

40

50

60

70

80

90

100

110

2-Jan 17-Jan 1-Feb 16-Feb 3-Mar 18-Mar 2-Apr

Ind

ex

Series1

Series2

Series3

Series4

Series5

Series6

Series7

Cap + Purch.

Supply Ops

X-Connect & WQ

Infor. Tech.Utility Ops

Finance

Cust. Serv.

Case Study | Aquarion Water

www.axonglobal.com

Functional Roles– Dedicated Program Leadership– Executive and Operating Steering Group – Quality Assurance Resources– Change & Training team– Measurement team (‘Managing the Dip’)– Business Council– ePMO

Project Meetings– Lunch n’ Learns– Departmental Meetings– Field Service / Operator Workshops (‘BAM’)– Management Workshops (‘Good to Great’)

Reference Documents– Blueprints and IBPs (Reverse Engineer the Business)– Role cards– Change cards– Quick fact cards– Stop, Start and Continue (SSC) Guides

Case Study | Aquarion WaterResources and Tools to Manage Change

Questions?

Case Study | Aquarion Water

Steve HalloranManaging Partner, Seismicsteve.halloran@thinkseismic.com(203) 450-8644