CRM Solution Design Verification

1. CRM Solution Design Verification August 15th, 2012 BP & IA Team

2. High Level Goals Produce scalable and replicable method to continuously conduct design verification Starting with CRM, it can be applied to other areas Increase organizational memory and transparency Preserve and connect tacit knowledge within Corporate Affairs Improve efficiency of team members Link learning to collaboration and business process optimization

3. Immediate Goal Produce a structure to represent information where complex relationships can be visualized Facilitate change management and assist with user training Support production release coordination and impact analysis

4. Approach and Strategy Produce consistent knowledge maps and models Produce standardized process for analysis and feature enhancement Connect NetAcad data model to core business processes and business rules Q4 Pilot development engaging part time analysts in a well guided process

5. Expected Outcomes (CRM Component ) • Knowledge Management :Capture, Share, Transfer • Detailed Related Business Process Models • Develop Formalized Business Rules • Produce CRM Structured Business Vocabulary • Assess alignment of various components • Produce CRM related design verification report • Produce CRM Related Storyboards with Audios • Dynamic and Collaborative CRM Knowledge Repository

6. CRM Solution Knowledge Lifecycle Locate Information Share Collect Related Information Knowledge Publish Hostage Organize Put in Context Classify Store

7. Knowledge Capture

8. CRM Knowledge Capture, Sharing, & Transfer Integrating information from diverse sources Continuous Interaction with Process Owners and Subject Matter Experts Access to Online Tools/Platforms, Wikis, SFDC Environment, Business Rules, Business Requirements, Process Steps, Logical Data Model, Meeting Recordings etc. Reconciling data into work processes Data Analysis Understand Links Existing Among Various Components Optimize information usage by managing change among people, processes, and systems A Collaborative & Iterative Process

9. Knowledge is Continuously Documented Participants Details Minutes Action Items Example Template Used

10. Process Models

11. Build Detailed Business Process Models CRM Related Process Steps Translated Into Process Diagrams • Clarification of un-clear policies • Healthy dialogue initiated when inconsistent information is provided by different SMEs Diagrams Shared with Process Owners & SMEs for Feedback Modification of Diagrams • An iterative process Identify steps for each process Highlight environment in which each step takes place Capture entities involved in different steps Links are added to join two or more process diagrams

12. Standardization of Work Work is standardized through continuous communication and coordination among team members, Standardization documents are put in place and act as guiding principles for everyone to follow.

13. Example of Process Diagram Example of Environment - SFDC MBR refers to Business Rules which are enforced at each stage Example of Role – NetAcad Rep

14. Alignment of Various Components

15. Assess Alignment of Various CRM Components Cross-Checking Process step Alignments 1 SFDC Implementation Business Requirements Business Rules Logical Data Model 2 Goal is to identify difference between process steps and each of the above 3 Outcome is a list of areas that need research, analysis, roadmap planning 4 Differences are being handled, communicated and resolved through JIRA tickets

16. Formalized Business Rules

17. Business Rules Before Business Rules After

18. Develop CRM Related Formalized Business Rules Outcome is: well structured, logical and simple business rules Should include subject, action and policy

19. Example: Formalized Business Rule Tool MBR # identifies business rules. Also indicated on process models

20. Alignment with Logical Data Model

21. Correlate Logical Model with Business Processes Education Level Program Type Program Institution Offering Institution Role Education Level SFDC Implementation Logical Data Model

22. Design Alignment Reporting

23. JIRA Ticket Reporting for Design Alignment

24. Design Verification Results

25. Structured Business Vocabulary

26. Structured Business Vocabulary • Centralized database for Business Vocabulary • Everyone can search for definitions • Importing Biz Vocabulary produced by different teams • Everyone can add a new Business Term and ask for definition or approval • External website can be created for SMEs that don’t have access to SFDC • Results can be shared by Excel files

27. Produce Structured Business Vocabulary Go Through Business Rules Documents Process Diagrams Live Dynamic Knowledge Library Identify NetAcad Related Business Terminology • Input Document & Files are: process diagrams, business rules documents, meeting recordings, SFDC platform, existing vocabulary spreadsheets & documents Locate Business Definition in Input Files & Documents • When needed JIRA tickets are created to help address questions and clarify issues Create JIRA Tickets • Outcome is to produce set of structured business vocabulary that is well organized and clear(validated by NetAcad business owners) Capture Business Meaning

28. Business Vocabulary (SFDC)From idea to application and reporting A Tool for Capturing and Sharing Knowledge Each team has different vocabulary. It sounds like a foreign language to other teams.

29. Business Vocabulary Schema All terms integrated in one application. Easily searchable with search bar on top. Able to create reports with current glossary items. Indicates which user has contributed to the list or modified any term.

30. Business Vocabulary Results • Business vocabulary team populated over 480 vocabulary records in 6 weeks • Centralized database for Business Vocabulary: • Everyone can search for definitions • Importing Biz Vocabulary produced by different teams • Everyone can add new Business Term and ask for definition or Approval • External website can be created for SMEs that don’t have access to SFDC or can be shared by Excel files • Improves Knowledge capturing and sharing

31. Example: Live Dynamic Knowledge Library

32. Storyboards

33. Produce CRM Related Storyboards with Audios Example of Material Produced SFDC Online Help

34. Reports

35. Contact Report in Dev

36. Upcoming Agreement Renewals in Dev

37. Academies in each Region in Dev

38. Knowledge Repositories

39. Dynamic & Collaborative Knowledge Repository

40. Leverage Point A set of knowledge documents to support the following teams and initiatives Genesis Internal Training / Change Management Global Support Help Desk EDS Team & Transactional Reporting NetAcad’sLegal /Ops Global Quality Management Solution deployment

41. Applications in Other Areas • Liferay • Canvas • VDS

42. Summary & Recap Collected , captured and integrated CRM related knowledge from multiple sources • Synchronized Activities with  Product management Road Map  and Functional testing group • Develop detailed CRM related Process Models • Assessed the Alignment of  Various CRM  Components   • Correlated CRM Aspect of the Data Model with the Related Business Processes • Correlated CRM Aspect of the Original business requirements with related business processes Develop Formalized Business Rules Produce Structured Vocabulary Validated by SMEs Produce Storyboards & Training Material Assess & Validate Scalable & Replicable Methodology