QAD CSS Web Implementation

1
QAD CSS Web Implementation

• MWUG
• September 2010
• Presenters Heather Scaggs Rob Rush

2
Agenda Part 1

• A. O. Smith
• Company Overview
• The Web Initiative
• 2009 Strategy, Scoping Design
• 2010 Development Implementation
• Where We are Today
• Demonstration

3
Agenda Part 2

• Methodology
• AOS Passport Process
• Project Management
• Project phases, project stages, waves
• Rigorous project management
• Multi-Vendor Reasoning and Approach
• CSS versus customized ecommerce solution
• Feature-rich product catalog
• Hybrid approach playing on the strengths of
  multiple vendors

4
Who is A. O. Smith?

• A look at
• A. O. Smith Corporation
• A. O. Smith Electrical Products Company

5
A. O. Smith Corporate

• Founded 1874
• Corporate Headquarters
• Milwaukee
• Began a refocus effort in 1996
• Concentrated corporate portfolio on
• two business
• Electrical Products Company (Motors)
• Water Products Company (Water Heaters)
• 16,000 employees worldwide
• Financially sound corporation

6
Electrical Products - Overview

• Started as Whirl-A-Way Motors 1946
• Purchased by A. O. Smith 1950
• Enjoyed rapid growth 1960-80 with
• air-conditioning boom
• Began industry consolidation - 1997

7
Electrical Products - Today

• Divisional sales in 2009 620 million
• Leading global supplier - among the top four
• Facilities (23), employees (8,500)
• Full line of electric motors 1/800 to 400 HP
• Over 78,650 motors built per day

8
Electrical Products Global Locations
Tipp City, OH Divisional Headquarters
Gainsborough, UK
Mt. Sterling, KY
Changzhou, China
Winchester, KY
Suzhou, China
LaVergne, TN
Yueyang, China
El Paso, TX
Dubai
Juarez, Mexico
Monterrey, Mexico
Acuna, Mexico
Singapore
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Residential Applications
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Customers
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Electrical Products - Web Initiative

• A look at
• Strategy, scoping, objectives benefits
• Requirements deliverables
• Technical platforms systems integration

12
Strategy Development Model
AOS EPC Values Strategies
Best Practices Validation
Leadership Inputs
AOS EPC Web Strategy
Competitor Research Analysis
Web Team IT Supplier Input
Customer Research Analysis
13
Strategy Leadership Inputs

• Interactive
• Visit repeatedly
• Easy to do business with AOS
• Brings added value
• Easy to navigate

14
Strategy Research Analysis

• Competitor Analysis
• Customer Analysis
• A. O. Smith Analysis

15
Highest Priority Deliverables

• Visibility Features
• Inventory Availability
• Pricing
• Order Status Including Shipment Information
• Order Entry
• Product Cross Reference
• Technical Information
• Drawings, Diagrams and Photos
• Nameplate and Rating Data
• Performance Data
• Features

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Benefits - Immediate

• Strategy - Recognized as high value, first choice
  by providing
• 7x24x365 availability of information and ordering
  
• Innovative
• Enhanced brand perception
• Drive efficiencies by providing
• Product repository
• Streamlined publication of product catalog
• Speed of information to the customer
• Establish baseline for further development

17
Initiative Objectives

• Brand image
• Easy to navigate
• Manage content quickly
• Easy access to data
• Ecommerce
• Promote an atmosphere for revenue growth

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Phased Approach

• Phase 1 - Implemented Sept 2009
• Static Content
• Phase 2 - Launch Q2 2010
• Ecommerce
• Phase 3 - 2011
• Additional customer-centric features
• Global web presence
• Phase 4 Beyond
• Differentiators

19
Web Initiative Delivery Roadmap
Phase 2
Phase 3
Phase 4
Phase 5
Phase 1
Deliverables To be Scoped
Deliverables In Scoping

• Public Portal
• Deliverables
• Technical Info
• Dwgs, Adv Tech Specs
• Marketing Specs
• Visibility Features
• Adv Cat Search/List Price
• Adv Dist/Svc Shop Locator
• Prod X-Ref
• Semi-Dynamic Data
• (E-business)
• Customer Portal
• Deliverables
• Inventory-location
• Customer Pricing
• Order Status
• Order Entry

Deliverables To be Scoped

• Deliverables
• Static mrktg data
• Enhanced graphical imagery consistent with
  corporate brand
• Transfer of content management from IT to Sales
  Marketing

Newest Generation Web Services
Global Web Presence
Real-time Data Integration with Back-End
Systems (Ecommerce)
Static Data Content Management Software

Technical Foundation
2009 2010
2011 Q04 2012
Beyond
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Phase 1 Static Content

• The need for content management software
• Static content was originally hard coded
• Marketing dependent on IT resources to update
• Ektron Content Management Software (CMS)
• Implemented in 2008
• Marketing independently edits and publishes
  content
• Created foundation for future phases

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www.aosmithmotors.com - Previous
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New Site Live 2008
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Phase 2 - Public Portal Enhancements

• www.aosmithmotors.com
• Cross Reference
• Distributor Shop Service Shop Locator
• Advance Catalog Search

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Phase 2 - Customer Portal

• Customers can login to the Customer Portal to
  access
• Pricing
• Check Inventory
• Place an Order
• Check Order Status
• Track a Shipment
• View Order History
• View Accounts Receivable Information

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Advance Catalog Search Integration

• Search from Public Portal or Customer Portal
• Customer Portal search includes additional
  customer-centric information
• Customer part number
• Available inventory
• Customers net price
• Ability to add to cart
• Integration of
• Public Portal databases (Data Repository)
• QAD CSS (Secure customer login)
• Ektron (Web User Interface)

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Advance Catalog Search The Integration
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The Extract/Load Process
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Critical Factors For Success
PEOPLE PROCESS TECHNOLOGY DATA
24/7 constituent access requires commitment to 24/7 AOS support Must develop an automated product release process to capture all product information in a controlled data warehouse Requirement of people, process technology to manage all product data presented to constituent Successful implementation of other systems a dependency AOS data must be cleansed for presentation to constituents to ensure data integrity
Commitment of AOS resources marketing, engineering IT to support development maintenance Business requirements must be well defined, scoped and time-released in terms of sophistication Web implementation phased, gated and well managed in incremental deliverables Consideration must be given to data fields in current implemented systems in order for all data to translate to the site consistently
On time, On budget, Within Scope
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Phase 3, 4 Beyond - Future Enhancements

• Global online presence
• Differentiators
• Use the newest generation of web technology

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Analytics Public Portal
A 569 increase in hits to the Public Portal in
2010 over same period, 2009 Leadership inputs
Interactive, Visit Repeatedly
Leadership inputs Increase internal efficiencies
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Analytics Customer Portal

• Visits to the Customer Portal since June 21
  go-live
• As of September 20
• 3,373 user logins
• 251 orders placed online

Leadership inputs Easy to do Business with AOS,
Brings Added Value
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Analytics COS Call Volume

• Customer feedback
• when one of our customers already on-boarded to
  the customer portal was asked for feedback it was
  very positive.  The portal has cut his phone
  calls by 50! 
• Favorite feature is the ability to pull technical
  data especially drawings directly off of the
  site.
• just wanted to relay the positive feedback. 
  Thanks for all the work on what looks to be a
  very positive move forward for AOS!

Leadership input Increase internal efficiencies
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Point Releases

• Point release will allow for continuous updates
• to the web site between major releases
• Prioritized parking lot methodology
• Schedule is the driver

SCOPE
Leadership input Visit repeatedly
SCHEDULE
COST
34
Dilbert
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Agenda Part 2

• Methodology
• AOS Passport Process
• Project Management
• Project phases, project stages, waves
• Rigorous project management
• Multi-Vendor Reasoning and Approach
• CSS versus customized Ecommerce solution
• Feature-rich product catalog
• Hybrid approach playing on the strengths of
  multiple vendors

36
Critical Factors For Success
PEOPLE PROCESS TECHNOLOGY DATA
24/7 constituent access requires commitment to 24/7 AOS support Must develop an automated product release process to capture all product information in a controlled data warehouse Requirement of people, process technology to manage all product data presented to constituent Successful implementation of Advanced Planning Scheduling in order to successfully allocate inventory and promise delivery date to constituent AOS data must be cleansed for presentation to constituents to ensure data integrity
Commitment of AOS resources marketing, engineering IT to support development maintenance Business requirements must be well defined, scoped and time-released in terms of sophistication Web implementation phased, gated and well managed in incremental deliverables Consideration must be given to data fields in current implemented systems in order for all data to translate to the site consistently
37
Structured System Development Methodology

• AOS Passport Process
• Developed internally 2008
• Typical system development life cycle methodology
• Defined deliverables
• Management gate reviews

38
AOS Passport Process - Overview
Stage 1 Scoping
Stage 2 Design
Stage 3 Development
Stage 4 Certification
Stage 5 Implementation

• Executive Sponsor
• Project prioritization
• Stage gate approval
• Approve funding
• Business Customer
• Develop funding package
• Stage gate approval
• Business Analyst
• Create business requirements
• Create functional design
• Create Design stage project plan
• Solution Architect
• Create high level design

• Executive Sponsor
• Project prioritization
• Stage gate approval
• Approve funding
• Business Customer
• Develop funding package
• Stage gate approval
• Business Analyst
• Create Development stage project plan
• Solution Architect
• Create detailed design
• Support
• Design sustaining support model

• Executive Sponsor
• Project prioritization
• Stage gate approval
• Approve funding
• Business Customer
• Perform user acceptance test
• Develop funding package
• Stage gate approval
• Business Analyst
• Create Certification stage project plan
• Solution Architect
• Build solution
• Perform system acceptance test
• Create production support documents
• Support

• Executive Sponsor
• Stage gate approval
• Approve funding
• Business Customer
• Create work aids
• Perform SME training
• Develop funding package
• Stage gate approval
• Business Analyst
• Create Implementation stage project plan
• Assess readiness
• Solution Architect
• No activity
• Support

• Executive Sponsor
• Stage gate approval
• Business Customer
• Train end users
• Create project evaluation and ROI
• Stage gate approval
• Business Analyst
• Perform functional evaluation
• Solution Architect
• Perform technical evaluation
• Support
• Perform support evaluation

Business requirements created and approved
Detailed design created and approved
Solution built and tested
Solution verified and readiness assessed
Solution deployed and evaluated
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AOS Passport Process - Stage 1 - Scoping
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Success High Quality - On Time - Within Budget

• Structured Project Management
• Executive Sponsor
• Business Champion
• Web Steering Committee
• Core Team
• Business Analysts
• Right Technical Resources
• Passport and Project Management
• Monitored by Company Governance Boards
• Performance Excellence Process (PEP)
• IT Steering Committee

41
Right Deliverables - Right Resources

• A. O. Smith Statement of Values
• Profitable growth
• Innovation
• Uncompromising integrity
• Imagination, competence, teamwork, diversity
• Corporate citizenship

42
Right Deliverables - Right Resources
Comparison Criteria Vendor A Vendor B
Required Functionality
Flexibility Scalability
Technical Platform
Market Differentiation
AOS Confidence in Vendor
Technical Platform Control
IT Support
Cost
Overall Score
Vendor Analysis Numeric Rating
43
Right Deliverables - Right Resources

• Multi-Vendor Approach
• AOS Business and IT leadership of the project
• CSS know-how
• Web skills for a customized public portal
• AOS capability to manage content and ongoing
  support
• Supplier Selection
• QAD
• RCM / Roundview
• Thirdware
• BravePoint

Supplier Partnership was key
44
Demonstration

• Public Portal
• Advanced Catalog Search
• Customer Portal
• Ecommerce Features
• Customer Login
• Add Items to Shopping Cart
• Check Order Status