QAD Explore 2012
QAD's Customer Engagement
Dan Blake
Consultancy Development Director, QAD
QAD's Customer Engagement
Safe Harbor Statement
The following is intended to outline QAD’s general
product direction. It is intended for information
purposes only, and may not be incorporated into
any contract. It is not a commitment to deliver
any material, code, functional capabilities, and
should not be relied upon in making purchasing
decisions. The development, release, and timing
of any features or functional capabilities
described for QAD’s products remains at the sole
discretion of QAD.
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QAD's Customer Engagement
Agenda
• QAD’s Customer Engagement
-
Discovery
Vision
Q-Scan
Implementation
• Case Study
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QAD's Customer Engagement
QAD’s Customer Engagement
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QAD's Customer Engagement
Customer Engagement Process
Conduct
Discovery
Meetings
Conduct
Vision
Workshop
Effective Enterprise
Goals
Deliver
Q-Scan
Assessments
Effective Enterprise
Design
Deliver
Implementations
Effective Enterprise
Implement
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QAD's Customer Engagement
Effective Enterprise Goals
Vision
Strategy
Goals
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QAD's Customer Engagement
Value of Customer Engagement Process
• Collaboration
- Supporting your planning process with industry
expertise
- Understanding your business objectives
- Develop alternatives to achieve objectives
• Supporting prioritizing
- Establish business case for investments
- Focus on outcomes with metrics
• Leveraging your investment
- Align business objectives with QAD solutions
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QAD's Customer Engagement
Delivering the Effective Enterprise
“An Effective Enterprise is one where every
business process is working at peak
efficiency and perfectly aligned to the
company’s strategic goals.”
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QAD's Customer Engagement
Use of Functionality
Optimizing Solution Alignment
Better ROI
Higher Cost of
Operations
Poor ROI
High TCO
Higher Cost of
Operations
Optimal ROI
Efficient TCO
Effective Business
Performance
Sub Optimal ROI
Higher TCO
Alignment of Business Process
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QAD's Customer Engagement
Collaborate with QAD
• Understand your business
- Objectives
- Strategies
- Challenges
• Leverage our
- Experience
- Expertise
• Alignment on
- Direction
- Strategy
• Relevant and pragmatic engagement
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QAD's Customer Engagement
Discovery
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QAD's Customer Engagement
Discovery Meeting Objectives
• Align on business strategy and objectives
• Assess use of existing QAD investment
• Identify quick wins, solution or process
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QAD's Customer Engagement
Discovery Meeting
• QAD Provides
- QAD Business Consultants
- Understand your industry
- Vast experience in QAD Solutions
• Timing
- Annual review
- Collaborative scheduling
- Effective and efficient use of your time
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QAD's Customer Engagement
Discovery Meeting - Process
• Collaborate on schedule and timing
• Interview key personnel
• Assimilate previous QAD Engagements
- Q-Scans
- Implementations
• Understand strategic objectives
• Consolidate findings
• Develop alternatives
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QAD's Customer Engagement
Discovery Meetings - Outcomes
• Solution Assessment
-
Solution alignment with business goals
Functionality needed to meet objectives
Performance against key metrics
Effective use of existing investment
Growth opportunities
Identify quick wins, implement now!
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QAD's Customer Engagement
Visions
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QAD's Customer Engagement
Vision Objectives
• Present findings to senior executives
• Discuss alternatives to meet objectives
• Prepare and agree on action plan
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QAD's Customer Engagement
Vision Workshop
• Collaborate with your team
- Identify opportunities for improvement
• Focused on
-
Business processes enhancements,
Deployment of solutions to support business gaps
Supplemental solutions training
Infrastructure optimization
Deployment options
• Recommendations for moving forward
- Top areas for deeper analysis - Q-Scan
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QAD's Customer Engagement
Vision Deliverables
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QAD's Customer Engagement
Alignment with QAD Solutions
Vision
Strategy
Goals
Processes
Solutions
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QAD's Customer Engagement
Q-Scans
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QAD's Customer Engagement
Q-Scan - Objectives
• Structured Process
- Cooperative
- Time-bound
- Standard set of deliverables
• Detailed Review of Focus Area(s)
-
Confirmation of impact
Solution design
Plan for delivery
Cost and benefit analysis
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QAD's Customer Engagement
Q-Scan Assessments
General
Process
Enable
Compliance
Upgrade /
Deployment
Design
Finance
FDA Validation
Performance
Monitoring
Engage
Transportation
21 CFR Part 11
Technical
Plan
Asset
Management
MMOG/LE
Analytics
Make
EDI
IFRS
Learning
Source
Lot/Serial Tracking
Sarbanes Oxley
KPI
Deliver
Configured
Products
BPM
Service
Projects
Warehousing
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QAD's Customer Engagement
Q-Scan – Scope and Deliverables
Confirm
Scope
Perform
Discovery
Present
Findings
Focus Areas
Process
Analysis
Group
Presentation
Current
Practices
Best Practice
Solutions
Metrics & KPI’s
Executive
Summary
Interview
Schedule
Provide
Detailed
Report
Solution
Overview
Value
Assessment
Implementation
Plan
Implementation
Cost
Typical - 2 Consultants – 5 Days
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QAD's Customer Engagement
Q-Scan Findings Report
• Assessment Findings
• Detailed report
• Business outcomes
• Solution recommendations
•
Implementation Plan
• Strategic Benefits
• ROI and value release
• Timeline
• Resource requirement
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QAD's Customer Engagement
Implementation
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QAD's Customer Engagement
Implementation - Objectives
•
•
•
•
Deliver business outcomes
Employ consistent method and process
Utilize best practices
Effective and efficient use of resources
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QAD's Customer Engagement
Services Models
Engagement
Models
Service
Offerings
Delivery Model
Life Cycle
Consulting
Plan
QAD
Advisory
Services
Design
QAD &
Subcontractor
Quality
Assurance
Implement
QAD Partner
Expert Skills
Manage
Independent
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QAD's Customer Engagement
Easy On Boarding (EOB)
•
•
•
•
•
•
•
Industry process maps
Deliverable templates
Preconfigured data
Initialized environment
Data loads
Work aid templates
Acceptance scripts
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QAD's Customer Engagement
Customer Engagement Process
Conduct
Discovery
Meetings
Conduct
Vision
Workshop
Business
Objectives, Areas
of Focus and
Alternatives
Deliver
Q-Scan
Assessments
Business Case
and ROI
Deliver
Implementations
Monitor Results
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QAD's Customer Engagement
Summary
• Collaboration
• Prioritize actions
• Leverage your QAD investment
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QAD's Customer Engagement
Case Study
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QAD's Customer Engagement
Case Study
•
•
•
•
•
QAD Customer since 2006
Upgrade to EE
Focus on roll outs and go lives
Challenging implementations
IT treated as cost
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QAD's Customer Engagement
CIO Objectives
•
•
•
•
Shift focus: Cost  Value
Position IT as an Enabler
Identify and show business value
Deliver and measure results
Denver
Hong
Kong
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QAD's Customer Engagement
Customer Engagement Approach
•
•
•
•
Document business objectives
Tie projects to specific objectives
Identify impact and timing
Determine metrics and approach to monitor
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QAD's Customer Engagement
Conclusion
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QAD's Customer Engagement
Delivering the Effective Enterprise
“Where all business process are aligned,
working at peak efficiency, and delivering
the strategic goals of the organization.”
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QAD's Customer Engagement
Customer Engagement Process
Conduct
Discovery
Meetings
Conduct
Vision
Workshop
Business
Objectives, KPI
Areas of Focus
and Alternatives
Deliver
Q-Scan
Assessments
Business Case
and ROI
Deliver
Implementations
Monitor Results
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QAD's Customer Engagement
Questions & Answers
Dan Blake
Consultancy Development Director, QAD
db5@qad.com
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www.qad.com
© QAD Inc 2012
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