Transformation
Transforming
Businesses with Technology
Steve Halloran
Seismic Partners
Presenting to:
Institute of Management Accountants
September 23rd 2014
Case Study | Aquarion Water
Technology
Case Study | Aquarion Water
Transformation
Business Transformation
What is the Role of Technology?
Support
Function
Business
Enabler
What Level of Change is Needed?
Core
Business Transformation
Background and Experience
ShyGenius
Business Transformation
Recent Background and Experience
Business Transformation
What is Technology’s Role?
Technology??
Business Transformation
Some Quick Thoughts and Lessons Learned…
•
•
•
•
•
•
•
•
Business Transformation Doesn’t Just Happen
Focus on Solving Problems Worth Solving
Leverage Your Assets
You Need to Give Control to Gain Control
Don’t Reinvent the Wheel
Measure and Pivot
Over-Communicate
Dedicate Resources (Back to #1)
Looking Beyond Today
Practically Radical and “Vuja De”
Future | 3D Printing
Future | Internet of All Things
And the potential is huge – networking giant Cisco estimates $19 trillion in global
Internet-of-Everything opportunities over the next decade.
Future | Augmented Reality
http://www.youtube.com/watch?v=9Wv9k_ssLcI
Case Study | Aquarion Water
Who Said Change Was Easy ?
Case Study | Aquarion Water
Driving and Sustaining Change
2004
• $140M, 4 states, 320 emp
• Forced Early Retirement
• Significant Issues:
–
–
–
–
Service Quality
Capital Efficiency
Operating Efficiency
Backoffice Support
• Highly Customized Legacy
Systems and Shadow IT
2014
• $200M, 3 states, 270 emp
• Highly Integrated &
Performance Driven
• Significant Improvements
– Voted One of Top Places to
Work in CT
– High Customer Satisfaction
– Few Complaints Among Peers
Case Study | Aquarion Water
Building Alignment and Momentum
AWC will use information
technology to drive efficiency and
service excellence to become the
best provider of water in the U.S.
GUIDING PRINCIPLES
*
*
Processes will leverage industry best practices
Architecture will be scaleable, integrated, and able to evolve
with the
company
* Data will be captured once, as close to work site as possible
* Data will be available anytime, anywhere, for the people who
need it
* Security will be appropriately built into all systems
* Technology will be proven and sustainable
* Systems will be role-based and rules driven
* Systems will be COTS with no customization
* Systems will meet business needs based on challenged
business case
* Interfaces will be user friendly and appropriate to the user role
* Initiatives will be governed under formal program management
Operations
Service change management
Back Office
Capital
process including
Efficiency
Quality
Efficiency
Efficiency
Case Study | Aquarion Water
Establishing Our Baseline Plan
Case Study | Aquarion Water
Defying Conventional Wisdom
Plan
Assess
Select
Road Map
Requirements
TUI Consulting
RFP
“Dark horse”
& more
Case Study | Aquarion Water
What is Risk ?
Case Study | Aquarion Water
Big Bang Approach and Focus on Change
Change
Enablement
Minimize Implementation
Phase
Transformational
Change
Rapid Transition to
Benefits
Realisation
Go - Live
Minimize
Business
Performance
Dip
www.axonglobal.com
Business
Performance
Baseline Performance
Case Study | Aquarion Water
Dip-O-Meter
Post-Go-Live M etrics
110
X-Connect & WQ
100
Finance
Infor. Tech.
Utility Ops
90
Supply Ops
Cust. Serv.
Series1
Index
Series2
80
Series3
Series4
70
Series5
Cap + Purch.
Series6
Series7
60
50
40
2-Jan
www.axonglobal.com
17-Jan
1-Feb
16-Feb
3-Mar
18-Mar
2-Apr
Case Study | Aquarion Water
Resources and Tools to Manage Change
Functional Roles
–
–
–
–
–
–
–
Dedicated Program Leadership
Executive and Operating Steering Group
Quality Assurance Resources
Change & Training team
Measurement team (‘Managing the Dip’)
Business Council
ePMO
Project Meetings
–
–
–
–
Lunch n’ Learns
Departmental Meetings
Field Service / Operator Workshops (‘BAM’)
Management Workshops (‘Good to Great’)
Reference Documents
–
–
–
–
–
Blueprints and IBPs (Reverse Engineer the Business)
Role cards
Change cards
Quick fact cards
Stop, Start and Continue (SSC) Guides
www.axonglobal.com
Case Study | Aquarion Water
Questions?
Steve Halloran
Managing Partner, Seismic
steve.halloran@thinkseismic.com
(203) 450-8644