Key Implementations Success Factors

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ORACLE CRM APPLICATIONS

• Key Implementations Success Factors

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ORACLE CRM APPLICATIONS

• Objectives of this Presentation
• Understand Key Factors in Successful Oracle CRM
  implementations
• Understand the capability of Oracle CRM
  applications and underlying inter-relationships
• Understand requirements of Successful Oracle CRM
  Implementations

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Definition and Raison de Etant for Oracle CRM

• CRM is a discipline
• Oracle CRM applications exist to help link an
  Enterprise to its chosen marketplaces
• CRM applications are linked to back office
  applications through the Oracle Database
• The Enterprise is virtual and includes all supply
  chain constituents
• The Enterprise includes the Trading Community
  Architecture
• Customers, customers of customers, and potential
  customers who belong to your commercial
  community, including organizations, locations,
  and the network of hierarchical relationships
  among them

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Oracle CRM Applications Capabilities

• Successfully implementing Oracle CRM Applications
  enables organizations to
• Record events internal and external to their
  organizations
• Gain insight into the causes and effects of those
  events
• Proactively lead, manage and operate their
  enterprise with knowledge of how current and
  expected events may impact their enterprise
• Oracle CRM applications will not operate the
  business
• Organizational leadership must continue to Plan,
  Organize, Direct, Operate and Control the business

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Oracle CRM Applications Integration and Extension

• Successfully implementing Oracle CRM applications
  depends upon
• Successfully implementing all eBusiness Suite
  applications with which Oracle CRM applications
  are integrated or linked
• Thoroughly analyzing the effect that any
  extensions and customizations of the other
  eBusiness suite applications may have upon CRM
  applications

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Oracle CRM eBusiness SuiteCommon Applications
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Sales Marketing Application Integration
Process Flow
Oracle Marketing Create Marketing Campaign
Demand to Build
Receivables, Inventory Order Management Process
Order
Sales Contracts Author and Apply Contract Terms
Procure to Pay
Problem to Resolution
Sales Telesales Generate Lead Opportunities
Receivables iReceivables Apply Customer Payment
Receivables iReceivables Invoice Customer
Order Management Configurator Create Order
Sales Telesales Generate Forecast
Incentive Compensation Calculate Commission
Sales Contracts Receivables Renew Expiring
Contracts
Quoting Create Quote
Incentive Compensation Payables Compensate
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Teleservice Application Integration
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Field Service Application Integration Dispatch
Center
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Field Service Application Integration - Debrief
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Oracle CRM Applications Elements of Successful
Implementations

• Sufficient Qualified Functional, Technical, DBA
• Change Management Plans
• Documented, Validated, Demonstrated, Evaluated,
  Refined Business Processes
• Proven Implementation Methodology
• Training and Familiarization Process for all
  system users

• Compelling Business Case
• Organizational Readiness
• Clear Executive Sponsorship
• Adequate Performance Measures
• Adequate Budget
• Sufficient Infrastructure

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Key Implementations Success Factor Compelling
Business Case

• Demonstrable ROI
• Increase Market Presence and Increase Market
  Share
• Reduce erosion of Market Presence or Market Share
• Better information about the Marketplace
• Competitive advantage of improved information
  systems
• Improved and relevant measures of effectiveness
• Effective controls
• Modify Current Business Processes to keep pace
  with activity

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Key Implementation Success Factor -
Organizational Readiness

• When is an Organization ready to implement Oracle
  EBS CRM?
• CRM Strategic Vision well defined
• Clear definition of project objectives and goals
• Implementation team requirements defined and team
  assembled
• Client understands that there are no quick wins
• Clear agreement between client and implementer on
  Scope and Phases of implementation
• Client understands the level of interdependence
  of the Oracle CRM applications and the Oracle
  eBusiness Suite

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Key Implementation Success Factor - Clear
Executive Sponsorship

• Oracle implementation must be considered a
  corporate level strategic initiative.
• The implementation must be one of the three top
  agenda items at every executive meeting
• Implementation must be driven through the
  organization
• Corporate leadership must define successful
  implementation measures
• Shared project governance between client and
  implementer

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Key Implementations Success Factors Budget and
Performance Measurement

•  Adequate Budget
• Implementation is always more expensive than
  imagined (RICE)
• Have plenty of funds (and reserves) and control
  the expenses carefully
• Adequate performance measurement
• Key performance indicators defined and agreed to
  in advance
• Link project performance indicators to
  compensation

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Key Implementations Success Factor Sufficient
Infrastructure

• Sufficient Infrastructure
• Sufficient for internal and external system user
  requirements excellent response time is
  critical to success Fast response time equals
  high system user acceptance levels
• Servers
• Processor Architecture
• RAM
• Instance Strategy that includes more instances
  than you imagine possible Development, Test,
  Patch, Quality, Interface, Conversion and
  Production
• Storage and / or SAN
• Capacity and Redundancy
• Access Speed, Cache and I/O throughput

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Key Implementations Success Factor Sufficient
Infrastructure

• LAN and WAN and VPN
• 100 mbps to the desktop
• 1 Gb between switches / hubs
• DMARK to TELCO Capacity, Multiple Access Methods
  (Terrestrial and Satellite)
• Telecommunications disaster planning
• Bank of America ATM upgrade failure
• Trans Mississippi cable failure
• Business Continuity and Disaster Recovery
  Chicago Coal Tunnel
• UPS at key workstations (all is better), LAN /
  WAN devices and servers
• SRDF Synchronous Remote Data Facility
• Hot Site

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Key Implementations Success Factor Qualified
Resources

• Qualified resources Functional, Technical, DBA
• Functional resources that have experience in at
  least two applications complementary to each
  other
• Technical lead resources in RICE with three
  complete implementations
• 12 CRM Common Applications
• Functional Resources that have completed two CRM
  implementations with the same applications
• Technical Resources that have completed two CRM
  implementations with the same applications

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Key Implementations Success Factor Qualified
Resources

• Technical resources
• Multiple DBA Resources
• Core DBA
• Applications DBA
• Primary Business Process Owners assigned to a
  single DBA
• Developers
• Customizations Avoid if at all possible!
• Justify with solid logic and ROI analysis why
  extensions or customizations are necessary as
  Long term total cost of ownership always
  increases
• Customizations create Implementation difficulties
  and lead to Project failures
• Workflow modification, create new workflow
• Reports
• Interfaces to legacy systems and Data Conversions

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Key Implementations Success Factor Change
Management Plan

• Change Management Plan
• Why Change is feared
• Perceived reduction in competence, and job
  performance
• Change in business processes
• Changes in responsibilities
• Change in performance measures and compensation
• Impact on staffing levels
• Communicate changes early and often
• Incorporate changes in processes into performance
  plans as soon as practical
• Detail changes in responsibilities to system
  users as early as possible
• Formulate and communicate new performance
  measures and compensation plans in groups and
  individually
• Be Truthful about anticipated staffing level
  changes

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Key Implementations Success Factor - Process
Documentation

• Documented, Validated, Demonstrated, Evaluated,
  Refined Business Processes
• Enterprise Megaprise, including Supply Chain
  constituents
• Operating Unit
• Business Unit
• Understanding of Client future business processes
  means correct applications footprint
• Agreement with Client with respect to Application
  Gaps and Gap Resolution
• Clear Application Extension, Modification and
  Development Strategy (and physical and
  intellectual resources to get the work done on
  time, at budget and defect free upon
  implementation)

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Key Implementations Success Factor -
Implementation Methodology

• Implementation Methodology
• AIM or some variation of AIM
• Project Plans - Failure to plan is planning to
  fail
• Objectives, goals, milestones
• Controls
• Management

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Key Implementations Success Factor - RICE

• Thorough understanding and mutual agreement of
  Reporting, Interfaces, and data Conversion from
  Legacy Systems
• Interfaces and Conversions
• Customer Master(s)
• Inventory(ies)
• BOM
• Installed Base Service History
• Contracts Service and Sales
• All Resources Human, Physical, Capital
• AND MORE!

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Key Implementations Success Factor - Training

• Complete Training and Familiarization Process for
  all System users
• Practice doesnt make perfect PERFECT
  practice makes perfect Vincent Lombardi
• Require Key Business Leaders to participate in
  Training Plan formulation
• Get a representative instance of the new Oracle
  system operational and in use as soon as possible
• Create test scripts for exercising the system
  based upon actual business processes

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Key Implementations Success Factor Training
Sessions

• Multiple Training Sessions
• System users participate in multiple formal
  training sessions
• Training sessions occur often attendance
  required link to compensation and performance
  plan
• Training sessions more frequent as go live date
  approaches
• Continuous user access to applications instances
  with real company data for unassisted execution
  of test and training scripts

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Key Implementations Success Factor Test Scripts

• Test Scripts and Training material specific to
  each Business Process
• Test Scripts execution and application setup
  refinement are inextricably linked
• At a minimum, each BPO and Implementer SME
  execute test scripts based on business processes
  on a mandatory daily schedule.
• Test scripts must use an instance where
  applications use real company data

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Key Implementations Success Factor Create Job
Aids

• Content
• Business Process Map
• Business Flow Accelerator Call to Resolution
• Application Process Map
• Create Service Request
• Create Task
• Dispatch Task
• Screen Captures
• Application Navigation
• LOV contents
• Actions and Outcomes