aarti mittal manager, collaboration business · pdf fileaarti mittal. manager, collaboration...

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved.

Abhay PrasadSenior Manager, VTG Customer Business Transformation

Aarti MittalManager, Collaboration Business Technologies

Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group© 2010 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 2

Introductions and WebEx Social Overview

The SW Development Imperative at Cisco

Transforming SW Development with WebEx Social

Business Impact

How to Capture this Exponential Business Value



A Comprehensive Collaboration Platform

Content Management

Social Tagging

People, Communities, Information, Search

Click to:Call, IM, Meet

PersonalDashboard

DirectoryProfile

Blogs, Wikis,Forums

Video

CommunityTeam Space

UC-EnabledBrowser

Policy andSecurity Micro-Blogging

Presenter

Presentation Notes

Cisco Web Ex Social is a comprehensive collaboration platform. Among the many features of Cisco WebEx Social, you’ll find… A personalized dashboard, fully integrated with Webex, IP telephony, Show & Share and a variety of other Cisco solutions. Web 2.0 tools, including blogs and wikis And you’ll find real-time enablement, meaning features such as “click-to-call, click to IM, and click-to-webex. Cisco WebEx Social enables teams and knowledge workers to quickly and securely create, share, and scale content and expertise through a combination of synchronous and asynchronous collaboration tools. It’s where you virtually present yourself to the external world. Where you define your profile, preferences and expertise. It is a place where you come to meet other people, create and share content, form teams and communities and interact with people in real-time through voice, IM, email or video. Cisco WebEx Social Is powered by an open architecture that makes it easy to integrate into existing environments. It’s a place where you can experience video in the same way people experience text today, including create, publish, find, manage, and consume. With Cisco WebEx Social, you have a dynamically updating profile that makes it easy for people and information and communities to find you and supply you with the expertise you need. Some of the key benefits our customers receive from Cisco WebEx Social? Accelerates Team Performance Allows you to apply governance and manage compliance Enables rich, real-time interactions Maximizes existing technology investments



Next Generation Enterprise Collaboration Platform

Social

Business Process

Content/Documents

Communication

Open Standards and API’s To Integrate With

Business Systems

Built-In IntegrationTo Real-Time

Communications

Built-In Integration With Content/Document

Management Systems

Cisco WebExSocial

Out-of-Box Enterprise Social Software For The

Desktop and Mobile Devices

Presenter

Presentation Notes

Cisco WebEx Social is a next generation Enterprise Collaboration Platform. It’s based on four fundamental principals, which revolve around the creation of content, the communities of people who create the content, and the fact that they create a new socially driven enterprise that should all be available on one platform. All of this is enabled through pre-integrations to a whole stack of Cisco unified communication products, as well as integrations with third parties applications from Microsoft, Oracle and others. Open standards and APIs enable organizations to build custom integrations with their business systems. Cisco WebEx Social offers a new, virtual place where teams and individuals go to collaborate and get work done. Like a university campus WebEx Social , it’s where people come together to create and share experiences, insight, and knowledge. It brings together content, business applications, communications, and enterprise social software into a single, intuitive experience. People easily find information and expertise, act on it, and form teams that easily work together for accelerated results.



Powered By Context and Always Actionable

Micro-Blogging

Blogs, Wikis, Forums, Posts

Dynamic Communities

Search AcrossPeople and Information

Directory Profile

Click to: Call, IM, WebEx

XMPP-Based Presence

WebCommunicator

Visual Voicemail

Video

Activity Feeds/Notifications

3rd PartyUC Integrations

Enterprise Social Software Unified Communications

Social Graph

OpenSocial

Content Mgmt Integration

Semantic RDF Store

Embedded Policy Management

Management

Architectural Highlights

Presenter

Presentation Notes

Cisco WebEx Social , a comprehensive collaboration platform: Personalized dashboard, fully integrated with Webex, IP telephony, etc… Web 2.0 tools (blogs, wikis) Real-time enablement “click-to-call, click to IM, click-to-webex, etc…etc…” Enables teams and knowledge workers to quickly and securely create, share, and scale content and expertise through a combination of synchronous and asynchronous collaboration tools. Is where you virtually present yourself to the external world. Where you define your profile, preferences and expertise. It is a place where you come to meet other people, create and share content, form teams and communities and interact with people in real-time through voice, IM, email or video. Cisco WebEx Social: Is powered by an open architecture that makes it easy to integrate into existing environments Where you can experience video in the same way people experience text today: create, publish, find, manage, consume Where you have a dynamically updating profile that makes it easy for people and information and communities to find you and/or supply you with the expertise you need… Cisco WebEx Social: Accelerates Team Performance Allows you to apply governance and manage compliance Enables rich, real-time interactions Maximizes existing technology investments Transition: We expect to continue to evolve this platform by working closely with a select list of key customers, including BoA






Business Impact




Product Development Imperatives

• Accelerated time to market: Build new solution from scratch and rapidly bring to market

• Control Costs through operational excellence while increasing flexibility and scale

• Effectively engage key stakeholders across Cisco

Ensure that solution was developed working closely with Cisco IT and Collaboration Business Technologies teams – who understood internal needs

• Foster a culture of innovation and quality while attracting and motivating world-class talent

Business Unit Needs

• Deploy Agile Software development methodology successfully in a distributed team environment

• Drive engineering team productivity

• Speed new employee training and time-to-effectiveness

• Reduce process latency

• Provide improved visibility to key stakeholders



Progress on Imperatives Requires Resolution of Across Multiple Teams

WebEx SocialSoftware

Development Cross Functional Team






Business Impact




• Personal Workspace providing access to team member activities, UCtools, and business applications like Rally

• Customizable Virtual Personal Workspace provides one point to access all team activities, documents, business applications

• Reduces time spent in reaching out for individual updates

• Shortens time to identify potential bottle-necks

More Effective Program Management with PM Time Freed Up for Trouble-shooting Critical Issues



• Communities leveraged to manage initiatives like Beta Testing programs

• Significantly eased feedback capture: Reduced time to collect, collate and share; feedback duplication reduced

• Streamlined and sped-up prioritization of feedback

• Community becomes “golden source” of information— less time spent replying to multiple duplicate requests for information





• Receive targeted activity updates through Activity Streams automatically

• Status Reviews done via posts eliminate time spent in manually gathering team updates

• Initiative updates collated in a few minutes versus 6-8 hours

• Participants able to review updates beforehand

• Meetings focused problem resolution versus providing updates

Relevant updates received in Activity

Streams




• Embedded UC and Webexcapabilities foster real-time communications driving productivity and reducing process latency

• Reach out in real-time to team-members using embedded Presence and Click-to-Collaborate capabilities

• Increased rate of synchronous collaboration—reducing latency associated with email’s request-response cycle

Click to IM, call desk or mobile phone, start

webex meeting



Streamlined Requirements Gathering and Feature Prioritization

• Single source of truth for feedback from customer meetings

• Improved and earlier engagement of engineering and user experience teams

• Quick and easy access to key applications (e.g., Rally) within WebEx Social

• Streamlined requirements management process using posts to finalize on user stories

• Reduced time preparing for executive review meetings since all information is in one place

Ability to access Rally (SW requirements tool) within WebEx

Social creates true single workspace for Product Managers

Social video used for documentation, and more effective

user training



Effectively collaborate on design specs

• Natural affinity with Agile process

• Team has instant visibility and access to see what is being done and has the opportunity to get involved in it

• Living document, higher confidence in material and content

Reduced Design Iterations as Feedback is now Richer, from a Broader Team and is Received Earlier

Increased Transparency UE design tools (e.g., Fireworks) not available to/used by Engineering or Product Devp.

With WebEx Social, UE able to share designs easily and earlier -results in earlier input into development and QA processes, tighter feedback loop, faster design validation

Easy sharing of designs within and outside UEteam through posts,

communities and comments








Silo-busting to reduce

design changes

• Open Posts invite wider readership and participation

• Allows extended team members to share and highlight issues informing the design much earlier in the process

Silo-Busting Earlier and richer feedback from within and outside the UEteam and even outside ECPBU. Design specs finalized within 6 weeks instead of 8 weeks








Silo-busting to reduce

design changes

• Open Posts invite wider readership and participation

• Allows extended team members to share and highlight issues informing the design much earlier in the process

Track UE issues vs.

Specifications

• Ability to track open UE issues

• Transparency results in driving faster work—the Post becomes a rallying point for developers

Track UE issuesQuick visibility into open UE issues

Cross-team visibility drives faster resolution of open tasks



Faster Development through Wide Visibility Into Task Status and Accelerated Interactions on Posts and Microblogs

Engineering Teams Leveraging Quad In Multiple Ways

1. Tight team alignment through posts and team communities

2. Bug Tracking Tool portlet allows engineers to bring information into common workspace

3. Expertise search allows team to tap experts outside immediate team/geography

4. Comments on micro-blogs and posts enable rapid response from anyone in the team to an issue

• Driving 1-2 hours per day productivity per engineer

• Up to 20% reduction of time required for task completion due to reduced need for overhead activities, e.g., status update meetings

• ~40% reduction in time required for system upgrades due to superior swarming capability enabled by WebEx Social

Engineers able to see updates from cross-functional

colleagues in activity feed

Issue identified by team member outside

of regular testing process

Draws attention of members of PM and engineering teams

Engineer with expertise fixes issue even without formal task assignment



Rapid Swarming Response Leveraging WebEx Social Speeds Bug Fixing

• Posts shared with QA and engineering teams eliminates time spent in manually gathering updates

• Facilitates rapid swarming response to urgent issues

• Visibility into task status—developers reach out to help others with open issues once own tasks completed

• Comments on micro-blogs and posts foster accelerated interactions and shorten turnaround times

• Single Post to manage Guerilla test• Issues tracked and visible to all in one location• Significantly reduced consolidation efforts

Today results and action items from a stress test are collated across 20-30 people in an hour…. the same would have taken us at least 4 hours in the past”

— Joseph KhouriWebEx Social Director of Engineering

“



Direct Employee Engagement, Improved Team Alignment and Ability to Spot Emerging Issues Earlier

• Improved productivity, internal communication, and organizational alignment

• Ability to track key metrics from across the business unit

• Increased visibility into deepest levels of organization

– Micro-blogs, posts and comments can provide an early warning into emerging problems

– Increased ability to spot and engage talent at all levels

• Accelerated decision making -leveraging Click-to-collaborate and comments capabilities



Introductions andWebEx Social Overview



Business Impact




Tangible Benefits

Speed

Scale

Flexibility

Replication

• Faster time–to-market : Enabled first major release within 12 months vs. 2-3 years

• Average ~55 minutes per day of productivity captured across ECP BU

• Productivity gains driving greater on-the job training, more time spent de-bottlenecking, higher quality

• Enhanced visibility into cross-functional team activities

• Improved planning capability for downstream activities

• Scalability, open architecture and customizability enables easy replication to other Cisco product development teams

Increase in 5 year NPV

Employee productivitycaptured per year

CDO employee productivity

potential with 15 min/day savings

release cycles versus 3 years for some competitors

* Estimated using 12% WACC. Using 18% WACC yields a $33M increase in the 5 year NPV

Presenter

Presentation Notes

Examples of accelerated processes: User Experience designs finalized in 4-6 weeks versus 8 weeks System upgrades in 3-4 days vs. 1 week Guerilla test alignment meetings completed in 1 hour versus 3-4 hours – tighter feedback loop, richer dialogue, and faster ability to incorporate changes in direction



WebEx SocialSoftware

Development Cross Functional Team

HOURS PER WEEK7.8

HOURS PER WEEK0.8

HOURS PER WEEK5.4

HOURS PER WEEK1.3

HOURS PER WEEK3.8

HOURS PER WEEK3.5

• Post• Watchlist• Search

• Post• Watchlist• Search

• Post• Community• Microblogs

• Watchlist• Search• Embedded UC

• Community• Post • Embedded UC

• Post• Watchlist• Activity Stream

ECP BU Employee Time Savings by Functional TeamMost commonly used

WebEx Social features



Email Traffic Message Size

*October 2010 data not available

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Jan-

10

Feb-

10

Mar

-10

Apr

-10

May

-10

Jun-

10

Jul-1

0

Aug

-10

Sep

-10

Oct

-10

Nov

-10

Total Monthly Email

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

7,000,000

Jan-

10

Feb-

10

Mar

-10

Apr

-10

May

-10

Jun-

10

Jul-1

0

Aug

-10

Sep

-10

Oct

-10

Nov

-10

Total Physical Volume (KB)

Decline in email traffic and message size continued through second major release in Nov showing effectiveness

and stickiness of the platform

Average 38% reduction in email volume following major release in June

when critical user friendly features were added driving adoption

(38%)Jul-Dec vs

Jan-Jun(43%)

Jul-Dec vsJan-Jun

Email usage trends in ECP BU: Program Management and Engineering sample set

Major Feature Rich Release

Second Major Release

Major Feature Rich Release

Second Major Release

Presenter

Presentation Notes

Key benefits from moving some activities away from email Broader, more up-to-date and program status visibility Reduced time spent in version management Process acceleration as fewer activities impacted by email’s request-response latency



Intangible Benefits

Speed

Scale

Flexibility

Replication

• Faster time to market likely to drive higher market share potential

• Accelerated decision making through enhanced visibility into performance metrics and initiative status

• Greater organizational alignment

• More efficient leveraging of expertise

• Busts silos: Facilitates easy sharing of information across cross functional teams generating richer feedback and reducing cycle time

• Greater agility through more effective and faster (viral) communication of changes in strategy and direction

• Facilitates best practice sharing

• Fosters continuous improvement culture

• Promotes idea generation, especially as trends are captured and synthesized






Business Impact




Process Plan Platform Leadership

Invest in Change Management

Build Systematic Overall

Deployment Plan

Needs to be Open, Scalable, Interoperable,

Secure

Rethinking Teaming and Leadership

BusinessProcesses

25-30%Cost Savings

InternetBusiness

Applications

BusinessProcesses

6-9%Cost Increase

InternetBusiness

Applications

• End Vision Architecture

• Corporate Standard

• Roadmap

Presenter

Presentation Notes

TO CAPTURE EXPONENTIAL VALUE OPPORTUNITY FROM COLLABORATION!! #2 ACCELERATING DEPLOYMENT CAN INCREASE NPV BY 40% Consultants and analysts should be encouraging this; consultants should be creating practices to drive discovery engagements and process change to enable business value, not just technology deployments Analysts should be recommending this



Critical Success Factors

Keys to Success

• Executive Sponsorship– Drive accountability and

culture change– Operations leadership to develop

the process change– Sales, Marketing, Engineering,

and AT commitment

• Resource Commitment to the Implementation

• Evangelists Within the Organization

• Measuring improvement in metrics

• Communication—Plan, Progress, Success Stories

Collaboration success depends on three things: changing the business process, technologyleverage, and culture change”

— John ChambersFY09 GSM

“



Cisco WebEx Social High Level Architecture

Clients

Develop End Vision Architecture for Enterprise Collaboration

SocialCollaboration

OpenInterfaces

UC Integration

SemanticFeatures Video

WebEx Social Application Framework

Virtual Data Layer

Deployment Infrastructure

CollaborationData Store

Social GraphStore

SearchIndex

DocumentStore Se

curit

y/Po

licy

Serv

icea

bilit

y



WebEx Social leverages Cisco’s Integrated Collaboration Platform facilitating Easy and Effective Collaboration and easing user adoption

WebEx Social

Cisco Unified Presence 8.0

and later

WebEx Conferencing

Cisco IPCommunicator

Cisco Show and

Share

Cisco IPEndpoints

Cisco IPContact Center

Cisco TelePresence

ClientServices

Framework

UnityConnectionVoicemail

Cisco UC Manager 7.0

and later



The Role of Leadership in Fostering Collaboration

Automated, Mechanized Transaction Process

Understanding of Business

Enabling Human Collaboration, How Work Gets

Done, Community Focus

Formal structures, Departments, functions,

hardwired processesFocus of Impact

Communities of Work, Social Networks, Intra/Extra-Company, Customers

Enforce Enterprise Standards Policy Approach Proliferate the Most Adopted Enabling Technologies

Planned Rollouts Based on Roadmaps

Technology Deployment

Experiment, Scale and Deploy Based on Usage and

Adoption

Top-down, Efficiency, and Consistency Oriented

Decision-Making

User-centric, Usage and Effectiveness Oriented

Labor-capital Tradeoffs, IT Productivity/ROI Efficiency,

Throughput

Economics of Impact

Labor and Capital, Total Factor Productivity,

Effectiveness, Outcomes

Presenter

Presentation Notes

In the new era of collaboration, the role of the business leader has changed. Stepping into that role will require a shift in mind-set (see figure). Previously, when business leaders aimed to improve the efficiency of production and transactions, they had to understand and work on documented processes, formalized organizational structures, and specified workflows. To foster collaboration in the new environment, effective business leaders will have to understand patterns of interaction and informal communities of practice. Instead of enforcing enterprise standards and planning technology rollouts, business leaders will have to experiment and monitor rapidly scaling successes as they come to light. Decision making will shift from being top-down to enabling the front line. And the measures of impact will move from being focused primarily on efficiency to incorporating effectiveness and to being focused on revenue as much as on cost. With this new mind-set, business leaders will have to balance the need to drive collaboration top-down through targeted initiatives with the need to foster grassroots experimentation. To catalyze their company’s collaboration journey, executives must be sure to provide the technology foundation required to enable innovative collaboration, and then must build on that platform through both focused initiatives and the creation of forums that can recognize and capture collaborative benefits wherever they take hold. As leaders contemplate where to get started, they should look at all areas within their organization, and across their organizational boundaries, in order to systematically identify those activities with the greatest opportunity for collaborative value. From there, through the combined efforts of flexible and creative change management and innovative technology, it is possible to unlock tremendous and unprecedented business value.

Thank you.