abhay kellar, accenture

Global Delivery EnablementAbhay Kelkar, Accenture

Nasscom Quality Summit, August 2005

2© 2005 Accenture All Rights Reserved.

• Global Customers & Delivery

• Global Delivery Model

• High Performance Delivery

• Our Experience

Agenda


“Global” Customer

Deliver solutions globally

Customers are across globe, customers are global.


Traditional Delivery• 2 dimensional –

onsite / offshore

• Single center

• Single project / program manager

• Transactional

Global Delivery• Multi-dimensional –

multiple centers

• Multiple businesses / applications

• Multiple project / program managers

• Sophisticated users

• Procurement

• Various risk appetites

• Integrated delivery

ROIBusiness backboneMission criticalStrategic

Global Delivery

NichePilots/POC/ Research

Buyer-SellerProject delivery

Outsourcing vendorVolume business

Trusted partnerGlobal Delivery

Traditional

EvolvedHigh

LowHigh Performance

Inno

vatio

n

Delivery


Client• Value • Reliability• Flexibility• Innovation• Trusted partner• Risk

Service Mgmt • Business solution• Solution delivery• Service transition• Finance mgmt• Relationship• Risk mgmt

Delivery• Mobilization• Requirements mgmt• People mgmt• Process maturity• Continuous improvement• Client satisfaction• Industrialization

Different Views


Global Delivery Model

Client Sites Delivery Centers Delivery Centers

Onsite & Regional Global Delivery

Methodology, Tools and Architectures

Regional Global

Delivery

Location

Onsite delivery

Multidisciplinary Teams

•24x7 access worldwide•Industry-leading capabilities•On, near and offshore nodes

•Diverse skills•Catering to business requirements, risk profile


Capability PlatformSourcing

Measured Proficiency

Training, (Domain & Technical)

Community Enablement

IP Creation

Delivery Platform

Mobilisation Tools

Quality Assurance Certification

Continuous Improvement & Innovation

Estimating Methods & Process

Solution Mgmt

OperationalReporting

Service Delivery

MetricsProgramme

OperatingModels

ProjectsProjects

High Performance Delivery


Capability Platform

CoE

Capabilities

Delivery

Support

Business

Development

Training

Sourcing

Community

Build consistently, globallyDeploy locally - different skills/maturity across locations

• Capability groups

• Technology practices

• Technology career track

• Center of Excellences/ Labs

• Training/ certifications

• Technology innovation

• Global & local communities

• Knowledge portals


Delivery Platform

• Delivery suite

• Integrated quality function deployment – contract, delivery, relationship

• Tools - project management, quality assurance, SDLC, resource, portfolio management

• Certifications – CMMI®, P-CMM®, eSCM, BS7799, BS15000, SAS70, COPC

AccentureDelivery Methods

AccentureDelivery

Processes

AccentureDelivery Tools

AccentureDelivery Architectures

Accenture Delivery Metrics


Solution Management• Trusted partners / relationship managers

• Deal shaping – operating model

• Transition – specialists, tools

• Service management

• Metrics / SLA definition

• Escalation management

• Dashboards

• Business continuity

• Security

• Satisfaction


Transition

Methodology

Transition Life Cycle

Project Management, Tools, Methodology, Templates, Best Practices

Steady State

Handover

Knowledge Transfer

Detailed Planning and Verification

Pre-Transition

• End of Sales Process

• LOI/Contract Signed

• Infrastructure SetupComplete

• OffsiteOperational

• Readiness • Offsite Service

• Delivery Commences

• Signed-Off

• Transition Plan

KT Team

KT Tools

Order to CashIt’s a monthly process. We have to complete it before the 15th of every month.

That makes sense now. Mark, does this process require admin rights?

Tools

Experts


1. Capture requests on-line or via automated interfaces

3. Manage OLAs/SLAs via metrics established upfront with

real-time dashboards to provide visibility into performance.

4. Provide online visibility into service status with automated notification and escalation as appropriate.

2. Route requests intelligently between client support structures - all driven by business rules

5. Automate service reporting and billing interfaces.

Service Management


Scenarios

Business priorities

Crises management

Continuity plan

Plan maintenance

Exercising of the plan

Period testing of the plan

ClientTeam

Contract Complia

nce

Audits

Testing

Standards

Testing

Audits Centres

Business Continuity


Security

Physical Security

Confidentiality

InfrastructureReliability

Information Security

Information SecurityFirewallsAntivirusVirtual LANsAccess controlBack-ups at off-sitesSecurity audits

Physical Security24x7 guardsPhysical access

controlSecured baysCCTVAccess records

ConfidentialityNDAPoliciesShreddingBackground

checks

Infrastructure reliabilityPowerNetworkDisaster recoveryScalabilityConsistencyService


Feedback

Client

Business

Engagement

Project/delivery

CXO

Client Business

Leads

Onsite Business Manager

Onsite Project Manager

Feedback providers Scope of work

Regular

Quarterly

Six months

Annual

Frequency


Our ExperienceRevenues FY04

Scale

Global Delivery Model

Intellectual Property

Recognition

• $13.67bn (37% outsourcing)• ~ 115,000 employees; 48 countries• 4000+ clients on nearly 18,000 engagements

over the past five years• 31,000 outsourcing professionals serve 375+

clients worldwide• 40 delivery centers worldwide• CMMI®, eSCM, ITIL, COPC, SAS 70,

BS7799, Six Sigma• Issued 100 patents in the last 3 years, 950

applications pending• 51st best Global brand by BusinessWeek

2005• 9th in 2004 BusinessWeek InfoTech 100 List


Thank you

abhay kellar, accenture

Business

business requirements

business rules

service reporting

service status

transition plan order

monthly process

plan period testing

risk profile