Microsoft SharePoint Server’s rich technology set and robust capabilities make it the perfect toolset for organizing, integrating and automating business processes and systems to drive improved organizational performance and with over 65,000 customers and 125 million licenses in market, it’s likely that you already own it. Yet it remains poorly understood and significantly underutilized by business owners as an enabler of business strategy, value creation and ongoing process improvement.

1. 02/21/2013
Delivering Better
Business Outcomes
with SharePoint Products and Technologies
presented by
Dave Healey
dhealey@chrysalisbts.com
(206) 734-9414

2. Welcome and Introductions
Chrysalis | Business Technology Solutions
Chrysalis | Business Technology Solutions
• Drive performance improvement through the strategic application of technology
• Business process optimization
• Business application implementation and management
• Specialization in Microsoft SharePoint
Presentation Team
Dave Healey, Managing Partner Matt Forsyth, Marketing Coordinator
• 20 years industry experience • Digital marketing professional
• Knowledge & Information Mgmt. • Business Grad. Pacific Lutheran
University
Andrew Hopkins, Principal Consultant
• 22 years industry experience
• Enterprise Information Management
@chrysalisbts

3. Using WebEx
Creating a Dialogue, Questions and Answers
@chrysalisbts

4. Welcome & Introductions
Who are you?
• What is your role in your organization?
• What is your organization’s
relationship to Microsoft?
• What is the status of any SharePoint
projects you may be considering?

5. Post Event Survey
Ensuring value for you
• Relevance and value
• Matt will send a
mail with the link
Better Business Outcomes with SharePoint – Evaluation Form
@chrysalisbts

6. Delivering Better Business Outcomes
Our discussion today
“Business issues first.”
“Scenario-based innovation.”
– Karuana Gatimu
Director, Solution Delivery Discovery & Collaboration at Microsoft
SharePoint Saturday, Redmond

7. SharePoint Value Proposition
Microsoft SharePoint 2010 Marketing Wheel
• Deliver The Best
Productivity Experience
• Cut Costs With
A Unified Infrastructure
• Rapidly Respond
To Business Needs

8. Typical SharePoint Solutions
Functional Perspective
Example Solution Types
• Corporate Portals
• Partner, Supplier Extranet
• Public Web Presence
• Document and
Records Management
• Compliance Initiatives
• Project Management
• Dashboard and Scorecards
• Reporting and Analysis
Functional & Industry Solutions
• Finance, Operations,
Sales Human Resources
• Financial
Services, Government, Healthcar
e & Life
Sciences, Manufacturing, Retail

9. SharePoint Deployment & Adoption
Value Realization and Performance Improvement
Performance Business Value Realization
Maturity
Rudimentary Established Effective Adaptive
SharePoint
Pre-Deployment Initial Deployment Broad Adoption Business Solutions
Adoption
Business • Inconsistent Teaming • Productivity Gains • Broaden Adoption • Insight In-Context
Value • Ad-hoc Collaboration • Effective Teaming • Drive Compliance • Improved
• Informal, Inefficient • Lightweight • Reduce multiple system Decision Making
Processes Project Management maintenance costs • Increased Agility
• Significant IP & Legal Risk
• File shares • Team Collaboration • Content Management • Integration
Key
• Email • Document Management • Social Computing • Composite and
Capabilities
• USB Drive • Search • Enterprise-Class Search Industry Applications
• Cloud shares • Business Intelligence
• Non-systematic, non-periodic and reactive
• Stable and repetitive
• Internally efficient and continuously improving
• Externally efficient and dynamic
@chrysalisbts

10. Forrester on SharePoint
Gap in satisfaction between IT pros and business
“While 'if you build it, they will come' might work in the
movies, the approach has yielded neither wide adoption of
SharePoint nor satisfaction with the product. Too often, IT
provides the latest and greatest SharePoint release only to
watch many users turn their backs on the solution.”
• Dissatisfaction is centered on several areas,
• Adoption challenges,
• A dislike for the SharePoint user experience, and
• Skepticism over its business value,
11
Source: SharePoint Enters Its Awkward Teenage Years, Forrester Research February 6, 2013

11. Breaking Through the Barriers
Value is realized through utilization
Process Alignment
Organizational Change
Software Functionality
Effective User Effective User Adoption
Adoption 69%
Source: TSIA / Neochanges / Sand Hill Group @chrysalisbts

12. Key To Achieving Value Realization
Utilization is achieved through process alignment
Outcome
20% to 30% Cost Savings
Start with… Add…
• Business Processes • Business Application
Outcome
6% - 9% Cost Increase
Start with… Add…
• Business Application • Business Process
Source: Cisco Systems Momentum Research Group @chrysalisbts

13. Delivering Better Business Outcomes
Our Discussion Today
• Case Study
• Addressing key business challenges
• Employing the SharePoint Performance
Management Framework
• Elaborate on the Framework
• Case Study

14. Successful SharePoint Case In Point
IMPROVED CLAIMS PROCESSING
BETTER CUSTOMER SERVICE IN THE INSURANCE INDUSTRY
@chrysalisbts

15. Business Objectives
Improve Speed and Accuracy of Claims Processing
Background
• Responsible for processing claims payments from clients across the country
• High degree of seasonality in processing workloads
Situation
• Clients receive late and / or incorrect payments
• Little management insight into claims progress and corrections of errors activity
• Slow, error prone, manual claims processing
• Complexity and stress of claims processing driving high agent attrition rates
Goals
• Reduction in claims processing time
• Improve productivity of claims agents
• Decrease attrition rates of claims agents
• Better management insight into agent workload
• Better executive insight into overall process efficiency
@chrysalisbts

16. Business Enablers
Improve Performance of Operational Management
Data and Tools
• Twenty-three disconnected systems
• Evolutionary in development, varied technology platforms
• Highly interconnected and “brittle”
• Inconsistently documented
• Green screen, forms and web based interfaces
• Paper and pencil
Processes
• Paper based claims capture
• Claim manually entered later
• Separate agent processed claim further down the road
• Classic “swivel chair” process
People
• Claimants (External)
• Claims Agents
• Management
• Executive
@chrysalisbts

17. Transition Management
Business Process Improvement – Persona Based Paper Prototyping: Ensuring the right User Experience
User-centered design
• Helps meets the user's
expectations and needs
• Throwaway
prototyping, rough
sketches of an interface
• Can provide a great deal
of useful feedback
which results in better
solution design
@chrysalisbts

18. Solution Strategy
Business Process Improvement – Systems & Interactions As Is: Legacy Infrastructure Holding Back Performance
Executive ROE Web
PAPS ICCM
CLS
Asgard CMS
Management DTS
Easy
DARS Access
OLIS
Intranet
WMS Ref.
SSA
Appli-
ADMS Web
Service / Contact Center Agents ACP
Appli- FTS
Check
AVRES
@chrysalisbts

19. Solution Strategy
Business Process Improvement – Systems & Interactions To Be: Integrate and Extend
Executive ROE Web
PAPS ICCM
CLS
Asgard CMS
Central Claims
Management Management DTS
Easy
DARS Access
OLIS
Intranet
WMS Ref.
SSA
Appli-
ADMS Web
Service / Contact Center Agents ACP
Appli- FTS
Check
AVRES
@chrysalisbts

20. My Case Load My Reports My Service Canada My Personal Space
User Profile James Doohan Region: Atlantic
EI Application Last Name First Name SIN Status My Knowledge Network
Record of Employment Baker Arthur 123 456 789 Under investigation
Direct Deposit Info Bulmer John 234 567 890 ROE missing
Caley Susanne 345 678 901 Under investigation
Appeals
DaSilva Sarah 456 789 012 Under investigation
Test
Galati Reginald 567 890 123 Pending
Test
Hinton Steven 789 012 345 Pending
Test
Nadeau Farshad 890 123 456 Pending
Test
Remillard Jacques 901 234 567 Missing information
Test Schnabel Doreen 012 345 678 Missing information
Test West Bill 223 456 789 ROE missing
Test Application Details
Bulmer John 234 567 890 ROE missing
Date of Birth March 21, 2005 Gender Male
Mothers Maiden Ballmer Temp PWD ID A8F1-CB84
Resources
Preferred Lang. French Home Phone 723-123-9876
 System Help
Address 01 456 Maple view Address 02 Apt. 23
 Help Desk
City Dartmouth Province Nova Scotia  Another
Postal Code R6T 2H7  And another

21. Case Load Reports My Service Canada My Personal Space
User Profile George Takei Region: Eastern Canada
Case Load by Region My Agent Network
Case Load Forecaster Claim Volume By Status Case Load by Agent
Case Load Statistics
Case Load Levelling
Test
Test
Test
Test
Test
Test Case Load Forecast by Quarter
Test

22. User Profile Right Hon. Minister
My Links Service Canada in the News Compliance Initiatives
+ CBC News: Canada's children need more help: new report
 Service Canada
 My Dashboard - CBC Montreal: PSAC strike hits Quebec
Striking workers from Social Development Canada yelled and chanted as police officers escort
 My Personal Space non-striking workers into the building. more
 CBOC
+ Globe and Mail: Want a passport with that EI? Service Canada sets up shop
+ Ottawa SUN: B.C. poised to join child-care deal
My Calendar Balanced Scorecard
Claims over 30 days
Test
Test
Test
Test
Test
Employee satisfaction
YTD claim volume
Time to process claim vs. median

23. Solution Benefits
Better Utilization of Existing Resources, Optimized Workflow, Improved Productivity
• Rapid Time to Deployment BUSINESS BENEFITS
• Incremental, evolutionary
solution approach that • Reduced Claims
leverages existing IT assets
• Cost Effective Low TCO Alternative Processing Time
• Organizationally Friendly • Better Insight
• Consistent with internal Across Organization
systems directions
• Systems organization • Value for Money
has skills in-house
• Governance and
• Technical skills are widely
available in the marketplace Policy Compliance
• No New Technology Procurement
• Licensing already paid for
• Better utilization of existing resources
@chrysalisbts

24. Successful SharePoint
UNLOCKING SHAREPOINT ROI
PERFORMANCE MANAGEMENT MATURITY FRAMEWORK
@chrysalisbts

25. Performance Management Maturity Framework
A Predictable, Repeatable Approach to Driving Ongoing Performance Improvement
Objectives & Business Case
Performance Enablers
Improvement Techniques
Transition Management
Solution Strategy
@chrysalisbts

26. Define Objectives & Business Case
Phase Zero: Approach to Identifying and Quantifying Improvement Initiatives
Phase Zero:
Business Case Development
Platform Technology Initiative Exploration Initiative Validation & Initiative Strategy &
Assessment & Technical Validation Improvement Impact Launch Timeline
Phase Zero: to provide the necessary information to either support or disprove a
business case hypothesis that an attractive opportunity exists for a particular
improvement initiative to positively impact the performance of the organization.
@chrysalisbts

27. Identify Performance Enablers
Core Business Capabilities That Enable an Organization To Advance Its Maturity and Agility
Performance Business Value Approach
Maturity Rudimentary Established Effective Adaptive
Logical groupings of core business capabilities that allow an
enterprise to advance its agility in achieving its business goals
Enablers are typically comprised of
• People – both internal and external
• Processes – formal and ad-hoc
• Data – structured and unstructured
• Technology – institutionalized and shadow
@chrysalisbts

28. Select Improvement Technique
Identifying The Right Methodology
PERFORMANCE DESCRIPTION
MANGEMENT TECHNIQUE
1 Benchmarking Comparing performance metrics to industry bests
2 Activity Based Management Evaluating activities to improve strategic and operational decisions
3 Capacity Management Asset utilization improvement
4 Target Costing Reduce the overall cost of a product over its life-cycle
5 Balanced Scorecard Track of the execution of activities and monitor the consequences
arising from these actions
6 Business Intelligence To support better business decision-making
7 Lean / Six Sigma Improvement through speed and defect elimination
8 Value Chain Analysis approach to support strategic planning
9 Business Process Re-engineering Redesign of a process, product or service
10 Just In Time Improve return on investment by reducing costs
11 Results Based Accountability Improve the performance of programs, agencies and service
systems
@chrysalisbts

29. Transition Management
Assess Change Capacity
Communicate
• Change Management:
A structured approach
to change in
Tools People
individuals, teams and
organizations that
enable the change from
Process current state to desired
state
Training Gather Feedback
@chrysalisbts

30. Map The Solution Strategy
Identify Existing and Required Technical Capabilities
LoB Integration
Client &
Document Management
Device Support
Business Intelligence
@chrysalisbts

31. Business Technology Capability Maturity
Understanding Existing and Required Technical Capabilities
Level One Level Three
LoB Integration
Rudimentary Effective
Client &
Document Management
Device Support
Business Intelligence
Level Two Level Four
Established Adaptive
@chrysalisbts

32. Business Application Maturity Model
Assessing the Technical Requirements of the Solution Design
Twelve Capabilities / Four Maturity Levels
Rudimentary
• Non-systematic, non-periodic, reactive
• No consistent technology application
Established
• Stable and repetitive
• Technology are applied consistently but are
inflexible and often narrow in scope
Effective
• Internally efficient, continuously improving
• Technology capability is broadly
available, responsive to changes in internal
processes
Adaptive
• Externally efficient and dynamic
• Technology capability is universally
available, responsive to changes in internal and
external process requirements
@chrysalisbts

33. SharePoint Capability Maturity
Understanding SharePoint's Business Technology Capabilities
Level One Level Three
LoB Integration
Rudimentary Effective
SharePoint 2010
Foundation
Client &
Document Management
Device Support
Business Intelligence
Level Two Level Four
Established Adaptive
@chrysalisbts

34. SharePoint Capability Maturity
Understanding SharePoint's Business Technology Capabilities
Level One Level Three
LoB Integration
Rudimentary Effective
SharePoint 2010
Foundation
SharePoint 2010
Standard Edition
Client &
Document Management
Device Support
Business Intelligence
Level Two Level Four
Established Adaptive
@chrysalisbts

35. SharePoint Capability Maturity
Understanding SharePoint's Business Technology Capabilities
Level One Level Three
LoB Integration
Rudimentary Effective
SharePoint 2010
Foundation
SharePoint 2010
Standard Edition
SharePoint 2010
Enterprise Edition
Client &
Document Management
Device Support
Business Intelligence
Level Two Level Four
Established Adaptive
@chrysalisbts

36. Improved Business Insight
ANNAI SYSTEMS REQUEST PORTAL
ENABLING GENOMIC RESEARCH AND ANALYSIS
@chrysalisbts

37. Organizational Objectives
Provide access to data and tools to facilitate improved treatment of cancer and other diseases
Background
• Treatment of disease based on individual genomic profile is now a reality
• This is supplanting older “demographic” treatment methods
• Large genomic datasets now available for analysis facilitating identification of unique
genetic markers and new treatment protocols
Situation
• Genomic analysis is no longer “wet” work, not primarily an Information Systems effort
• Researchers need access to multiple analysis objects to perform meaningful research
• Little insight into the volume and state of new data coming online
• Current discovery tools are powerful but arcane, outside domain of many researchers
expertise
Goals
• Enable discovery and access to the right genomic data
• Facilitate exploration and discovery of specific genomic data sets
• Provide expedited download of large genomic files
@chrysalisbts

38. Performance Enablers
Improve Performance of Strategic and Financial Management
Data and Tools
• Any single analysis object can easily be a half terabyte in size
• Analysis objects are described by their metadata
• Analysis objects are public domain but dispersed worldwide across multiple hosts
Processes
• Discovery is manual, driven through a command line interface and prone to error
• Download is cumbersome as files are so large, errors exacerbate the issue
• Traceability and repeatability are difficult
People
• Genomic Data Researchers
• Primary Investigators
• Lab Managers
• Clinicians
• Trial Managers
@chrysalisbts

39. Select Improvement Technique
Identifying The Right Methodology
PERFORMANCE DESCRIPTION
MANGEMENT TECHNIQUE
1 Benchmarking Comparing performance metrics to industry bests
2 Activity Based Management Evaluating activities to improve strategic and operational decisions
3 Capacity Management Asset utilization improvement
4 Target Costing Reduce the overall cost of a product over its life-cycle
5 Balanced Scorecard Track of the execution of activities and monitor the consequences
arising from these actions
6 Business Intelligence To support better business decision-making
7 Lean / Six Sigma Improvement through speed and defect elimination
8 Value Chain Analysis approach to support strategic planning
9 Business Process Re-engineering Redesign of a process, product or service
10 Just In Time Improve return on investment by reducing costs
11 Results Based Accountability Improve the performance of programs, agencies and
service systems
@chrysalisbts

40. Solution Strategy Maturity
Empowering Program Owners while Provisioning Insight and Control
LoB Integration
Current State
(As Is)
Desired State
(To Be)
Client &
Document Management
Device Support
Business Intelligence
@chrysalisbts

41. Business Intelligence Application
reQuest Genomic Research Portal
@chrysalisbts

42. Genomic Data Exploration
reQuest Genomic Research Portal
@chrysalisbts

43. Genomic Data Exploration
reQuest Genomic Research Portal
@chrysalisbts

44. Individual View Creation
reQuest Genomic Research Portal
@chrysalisbts

45. Genomic Data Access
reQuest Genomic Research Portal
@chrysalisbts

46. Genomic Data Ad-Hoc Analysis
reQuest Genomic Research Portal
@chrysalisbts

47. Genomic Data Download
reQuest Genomic Research Portal
@chrysalisbts

48. Transition Management Strategy
Assess Change Capacity
Communicate
Change Capacity
• Two communities
• Tech-saavy audience
• Tech is tangential
Tools People
• Data Accuracy and
Currency
Process • Simplified Interface
• SME advisors supported
alignment with real-world
Training Gather Feedback business processes
@chrysalisbts

49. Project Outcomes
Corrective Action / Preventative Action Exception Management
Data and Tools
• Improved data currency and availability
• Aggregated access to data
• Improved, integrated toolset
Process
• Maps to current work processes
• Improved discovery and access to data
• Support cross team collaboration and
supporting data discovery
People
• Less time exploring, more time analyzing
• Automated notification of new relevant
analysis object availability
• Familiar or intuitive interface and tools
@chrysalisbts

50. Delivering Better Business Outcomes with SharePoint Technologies
NEXT STEPS
@chrysalisbts

51. 1) Learn More
Improve Adoption and Value Realization through Performance Management Maturity
Performance Management
Maturity Briefing Document
• Issue
• Background
• Status
• Considerations
• Options
• Performance Management
Maturity Model
• SharePoint Capability
Maturity Model
Download
http://www.chrysalisbts.com/?page_id=1961
@chrysalisbts

52. 2) SP Performance Management Workshop
Improve Adoption and Value Realization through Performance Management Maturity
Performance Management Details
Maturity Workshop • Two Day, “Learn To Fish” Model
• Business, IT leads and key • Hands-on, team workshop
supporting team members • Learn to employ
• Leave the workshop with • SharePoint Performance Management
• Actionable outputs Maturity Framework
• A strong, practical understanding of • SharePoint Technology Capability
Maturity Model
the framework and supporting
materials • Real world use-cases
• Deep insight into best practices for • Use your own case
solution design, collaborating across
groups, end-user adoption and
transition management strategies
Survey
Survey Panel in WebEx
@chrysalisbts

53. 3) Stay In Touch
Chrysalis Business Technology Solutions
Better Business Outcomes with SharePoint Technologies
• www.slideshare.net/dhealey27
Chrysalis | Business Technology
Chrysalis BTS
Chrysalis BTS
@chrysalisbts
Dave Healey
• dhealey@chrysalisbts.com
• @dhealey27
@chrysalisbts

54. 4) Complete the Post Event Survey
Ensuring value for you
• Matt has sent you a
follow up email w details
• Evaluation Form
• Briefing Document
Download
Better Business Outcomes with SharePoint – Evaluation Form
@chrysalisbts

55. &
@chrysalisbts

56. presented by
Dave Healey
dhealey@chrysalisbts.com
(206) 734-9414
60