Abhay Prasad
Senior Manager, VTG Customer Business Transformation
Aarti Mittal
Manager, Collaboration Business Technologies
© 2010
2010 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
©
Cisco Confidential
1
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
2
A Comprehensive Collaboration Platform
Personal
Dashboard
Social Tagging
Click to:
Call, IM, Meet
People, Communities,
Information, Search
Content
Management
Policy and
Security
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Directory
Profile
Blogs, Wikis,
Forums
Community
Team Space
Video
UC-Enabled
Browser
Micro-Blogging
Cisco Confidential
3
Next Generation Enterprise Collaboration Platform
Social
Out-of-Box
Enterprise Social
Software For The
Desktop and
Mobile Devices
Business Process
Open Standards and
API’s To Integrate With
Business Systems
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Content/Documents
Built-In Integration With
Content/Document
Management Systems
Cisco
WebEx
Social
Communication
Built-In Integration
To Real-Time
Communications
Cisco Confidential
4
Powered By Context and Always Actionable
Enterprise Social Software
Directory
Profile
Blogs, Wikis,
Forums, Posts
Search Across
People and
Information
Dynamic
Communities
Unified Communications
Architectural Highlights
Social Graph
Embedded Policy Management
Management
Semantic RDF Store
OpenSocial
Micro-Blogging
Activity Feeds/
Notifications
Content Mgmt Integration
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Click to:
Call, IM, WebEx
XMPP-Based
Presence
Visual
Voicemail
Web
Communicator
Video
3rd Party
UC Integrations
Cisco Confidential
5
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
6
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
ƒ Ensure that solution was developed
working closely with Cisco IT and
Collaboration Business Technologies
teams – who understood internal needs
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
• Foster a culture of innovation
and quality while attracting and
motivating world-class talent
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
7
Progress on Imperatives Requires Resolution
Across Multiple Teams
of
WebEx Social
Software
Development Cross
Functional Team
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
8
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
9
More Effective Program Management with PM Time
Freed Up for Trouble-shooting Critical Issues
• Personal Workspace
providing access to team
member activities, UC
tools, 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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
10
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
11
More Effective Program Management with PM Time
Freed Up for Trouble-shooting Critical Issues
• 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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
12
More Effective Program Management with PM Time
Freed Up for Trouble-shooting Critical Issues
• Embedded UC and Webex
capabilities 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
Click to IM, call desk or
mobile phone, start
webex meeting
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
• Increased rate of
synchronous collaboration—
reducing latency associated
with email’s requestresponse cycle
Cisco Confidential
13
Streamlined Requirements Gathering and Feature Prioritization
Ability to access Rally (SW
requirements tool) within WebEx
Social creates true single
workspace for Product Managers
• 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
Social video used
for documentation,
and more effective
user training
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
• Reduced time preparing for
executive review meetings
since all information is in
one place
Cisco Confidential
14
Reduced Design Iterations as Feedback is now Richer,
from a Broader Team and is Received Earlier
Effectively
collaborate on
design specs
Increased Transparency
UE design tools (e.g.,
Fireworks) not available
to/used by Engineering or
Product Devp.
• 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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Easy sharing of designs
within and outside UE
team through posts,
communities and
comments
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
Cisco Confidential
15
Reduced Design Iterations as Feedback is now Richer,
from a Broader Team and is Received Earlier
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
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Silo-Busting
Earlier and richer
feedback from within
and outside the UE
team and even outside
ECPBU. Design specs
finalized within 6 weeks
instead of 8 weeks
Cisco Confidential
16
Reduced Design Iterations as Feedback is now Richer,
from a Broader Team and is Received Earlier
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
Silo-busting
to reduce
design changes
Track UE issues
vs.
Specifications
• Open Posts invite
wider readership and
participation
• Track
Ability toUE
track
open
issues
UE issues
Quick
visibility into
• Allows extended
team members to
share and highlight
issues informing the
design much earlier
in the process
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
• open
Transparency
results
UE issues
in driving faster
work—the Post
Cross-team
visibility
becomes a rallying
drives
resolution
point forfaster
developers
of open tasks
Cisco Confidential
17
Faster Development through Wide Visibility Into Task Status
and Accelerated Interactions on Posts and Microblogs
Engineers able to see
updates from cross-functional
colleaguesEngineering
in activity feed
1.
2.
3.
Teams Leveraging Quad In Multiple Ways
Issue identified by
• Driving 1-2 hours per day
team member
Tight team alignment through
postsoutside
and team communities
productivity per engineer
of regular testing
process
Bug Tracking Tool portlet allows
engineers to •bring
Up to 20% reduction of
time required for task
information into common workspace
Draws attention of
completion due to reduced
members
of
PM
and
need for overhead
Expertise search allows team
to
tap
experts
outside
engineering teams
activities, e.g., status
immediate team/geography
update meetings
4. Comments on micro-blogs
and
enable rapid
Engineer
withposts
expertise
• ~40% reduction in time
fixes
even without
response from anyone
in issue
the team
to an issue required for system
formal task assignment
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
upgrades due to superior
swarming capability
enabled by WebEx Social
Cisco Confidential
18
Rapid Swarming Response Leveraging WebEx Social Speeds Bug Fixing
• Single Post to manage Guerilla test
• Issues tracked and visible to all in one location
• Significantly reduced consolidation efforts
“
• Posts shared with QA
and engineering teams
eliminates time spent in
manually gathering updates
• Facilitates rapid swarming
from aresponse to urgent issues
Today results and action items
stress test are collated across 20-30
• Visibility into task status—
people in an hour…. the same woulddevelopers reach out to
help others with open
have taken us at least 4 hours in theissues
past”
once own tasks
completed
— Joseph
Khouri
WebEx Social Director of Engineering
• Comments on microblogs and posts foster
accelerated interactions
and shorten turnaround
times
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
19
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
20
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
21
Tangible Benefits
Speed
Scale
Flexibility
Replication
• Faster time–to-market : Enabled first major
release within 12 months vs. 2-3 years
Increase in 5
year NPV
• 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
Employee productivity
captured per year
• 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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
* Estimated using 12% WACC. Using 18% WACC yields a $33M increase in the 5 year NPV
release cycles
versus 3 years for
some competitors
CDO employee
productivity
potential with 15
min/day savings
Cisco Confidential
22
ECP BU Employee Time Savings by Functional Team
HOURS
PER WEEK
• Watchlist
• Search
• Embedded UC
7.8
3.8
HOURS
PER WEEK
• Community
• Post
• Embedded UC
ƒMost commonly used
WebEx Social features
0.8
HOURS
PER WEEK
• Post
• Community
• Microblogs
WebEx Social
Software
Development Cross
Functional Team
3.5
HOURS
PER WEEK
5.4
• Post
• Watchlist
• Activity Stream
HOURS
PER WEEK
• Post
• Watchlist
• Search
1.3
HOURS
PER WEEK
• Post
• Watchlist
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
• Search
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
23
Email usage trends in ECP BU: Program Management and Engineering sample set
Email Traffic
Message Size
Total Monthly Email
Total Physical Volume (KB)
6,000,000
5,000,000
Nov-10
Oct-10
Aug-10
Jan-10
Nov-10
Oct-10
Sep-10
Aug-10
Jul-10
Jun-10
0
May-10
0
Apr-10
1,000,000
Mar-10
20,000
Feb-10
2,000,000
Jan-10
40,000
Average 38% reduction in email
volume following major release in June
when critical user friendly features
were added driving adoption
Second
Major
Release
3,000,000
Jul-10
60,000
4,000,000
Jun-10
Second
Major
Release
May-10
80,000
(43%)
Jul-Dec vs
Jan-Jun
Sep-10
Jul-Dec vs
Jan-Jun
100,000
Major Feature
Rich Release
Apr-10
120,000
7,000,000
(38%)
Mar-10
Major Feature
Rich Release
Feb-10
140,000
Decline in email traffic and message
size continued through second major
release in Nov showing effectiveness
and stickiness of the platform
*October 2010 data not available
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
24
Intangible Benefits
• Faster time to market likely to drive higher market share potential
Speed
Scale
Flexibility
• 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
Replication
• Fosters continuous improvement culture
• Promotes idea generation, especially as trends are
captured and synthesized
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
25
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
26
Process
Plan
Platform
Leadership
Invest in Change
Management
Build Systematic
Overall
Deployment Plan
Needs to be
Open, Scalable,
Interoperable,
Secure
Rethinking
Teaming and
Leadership
• End Vision
Architecture
• Corporate
Standard
• Roadmap
Business
Processes
Internet
Business
Applications
Internet
Business
Applications
Business
Processes
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
25-30%
Cost Savings
6-9%
Cost Increase
Cisco Confidential
27
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
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
“
Collaboration success depends
on three things: changing the
business process, technology
leverage, and culture change”
— John Chambers
FY09 GSM
Cisco Confidential
28
Develop End Vision Architecture for Enterprise Collaboration
Cisco WebEx Social High Level Architecture
Clients
UC
Integration
Semantic
Features
Video
WebEx Social Application Framework
Virtual Data Layer
Collaboration
Data Store
Social Graph
Store
Search
Index
Document
Store
Serviceability
Open
Interfaces
Security/Policy
Social
Collaboration
Deployment Infrastructure
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
29
WebEx Social leverages Cisco’s Integrated Collaboration Platform
facilitating Easy and Effective Collaboration and easing user adoption
Unity
Connection
Voicemail
Cisco Unified
Presence 8.0
and later
Cisco
Show and
Share
Cisco UC
Manager 7.0
and later
Cisco IP
Contact
Center
Client
Services
Framework
WebEx
Conferencing
Cisco
TelePresence
Cisco IP
Communicator
Cisco IP
Endpoints
WebEx Social
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
30
The Role of Leadership in Fostering Collaboration
Understanding
of Business
Enabling Human
Collaboration, How Work Gets
Done, Community Focus
Formal structures,
Departments, functions,
hardwired processes
Focus of Impact
Communities of Work, Social
Networks, Intra/ExtraCompany, 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
DecisionMaking
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
Automated, Mechanized
Transaction Process
Source: VTG Customer Business Transformation Group; Cisco Collaboration Business Technologies Group
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
31
Thank you.