ENABLING DIGITAL FIRST
DIGITAL BACK-OFFICE – DESIGNING AND DELIVERING ORACLE FUSION ENABLING DIGITAL FIRST
DIGITAL ROUTE TO MARKET – INTRODUCING ONEAPP TO AGILE
The Challenge OneApp, a mobile customer management app, delivers to the Telenet vision of ‘Digital First’. It supports the customers’ expectations around mobile first, making it increasingly easier for customers to get the most from Telenet products in an ‘effortless’ way, consolidating functionality from multiple existing applications supports loyalty and developing trust through a carefully curated customer experience. The development of OneApp started with a joint programme team between Telenet (based in Mechelen) and Infosys Brilliant Basics (based in London). In a short matter of time delivery stalled, the app development and enabling a seamless purchasing journey, which was expensive, and the business confidence in deliverability of their desired outcomes was low. The Approach Project One was asked to undertake a 10-day programme review, comparing the multi-million-euro OneApp Programme progress to date against six common causes of failure for this type of programme. This resulted in nineteen recommendations which we were asked to subsequently operationalise over a four-month period.
The Outcome The outcome of OneApp was: A sharper focus on the customer. A significant reduction in development costs. Quadrupling of the delivery velocity of new OneApp services to the market. These changes and the introduction of Agile ways of working have been used as a template for further delivery work across the wider Telenet e-Delivery portfolio. The improvements made to ways of working and governance have directly contributed to increased efficiency and improved people retention. More importantly, OneApp is a fun place to work and as a collective we have created a one–team ethos and adopted a new Agile delivery mindset. The team focus on goals, effectively manage changing priorities, drive team productivity and deliver a better product. We ensure the team members in Mechelen and London are aligned, making the best use of technology and ensuring regular travel between the two locations. “Project One has taught us the right way to do this, giving us future tools, facilitating and diffusing tension.” Sam Lloyd, CIO
The Challenge Aligned with the multitude of customer facing tools and technologies, Telenet aims to increase the efficiency, effectiveness, and take cost out of its back-office operation through the introduction of a single cloud Enterprise Resource Planning (ERP) solution. Telenet will use this suite of software to manage day-to-day activities such as accounting, procurement, compliance and supply chain operations, all of which are the underlying support and functionality for the front-end service. The new Cloud ERP solution will deliver the future digital back-office to support Telenet’s trading business. All legacy on-premises SAP and Oracle instances will be migrated to the Oracle Fusion ERP and Supply Chain Cloud with the aim of better supporting the customer facing business through an integrated solution that will have: A set of robust, and future
The Approach Project One is providing the leadership and direction, with product expertise and insight into the delivery of the Telenet digital back-office, building a cohesive, collaborative and effective programme team across Telenet and other delivery partners. Project One has brought knowledge of the industry and supplier relationships to bear, to help Telenet get better results from their suppliers, including access to Senior Supplier executives. The team is designing the future digital back-office solution and building their detailed implementation plan, ensuring work-stream plans are fully aligned, gaps are rapidly addressed, and internal and external dependencies are identified and robustly managed, many of which reside in the other digital enabling programmes. Project One has established and implemented effective stakeholder/vendor management and communications to engage and gain buy-in and ‘pull’ directly from the business teams. “Project One has provided one of the most senior ERP consultants in Europe, with previous experience of multiple implementations in other companies, globally. When she states a point of view, people listen.” Rudy Verlinden, IT Director for ERP
The Outcome The Fusion Cloud solution will deliver: A consumer-like interface with improved analytics and agility for the business, gained through faster introduction of new functionality, for example, the ability for Telenet staff to approve requisitions through their mobile phones, a significant change in how the business will work moving forward. A solution that allows IT to keep up to date with new releases, without costly and time-consuming upgrades that require significant business investment. Cloud enables automation, allowing Telenet to transform its procurement and finance functions to be more focussed on value-add activities. More emphasis on end-users, within the office of finance managing the applications, with less reliance on specialized IT personnel. A scalable solution that will be optimised for cost, and can be easily scaled as Telenet grows. In summary, Fusion Cloud will deliver a back-office solution for Telenet that is more reliable, secure, high performing and cost-efficient, supporting agility and geared for the flexibility of the business.
Specifically, working with the programme team, we actively implemented several changes to the ways of working and the governance: Introduction of our Priority Framework to effectively manage the order of conflicting business priorities. Creation of a Business Owners Forum to set the OneApp priorities, providing the programme with the relevant direction to maintain pace of work. Resetting the Steering Committee , ensuring appropriate business input as well as assuring that delivery is effectively and efficiently managed. Appointment of a Senior Business Owner accountable for the successful delivery of OneApp and full-time Programme Manager to drive delivery. Appointment of a Senior Product Manager and owner to own the relationship with the business, the OneApp backlog and drive delivery. Moved to a Fixed Capacity commercial contract with Infosys Brilliant Basics, facilitating a shift to the full Agile delivery mindset and a lower development cost.
proofed applications, with increased automation and regular updates.
Enhanced standard
functionality and increased efficiency across all of the back-office functions. Increased application stability and scalability, with easier future maintenance.
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