The Tale of Three Projects Implementation Best Practices

Laura Yorks| Regional Director, Professional Services Pegasystems

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Our Focus The Insurance and Life Sciences industries are both under enormous pressure to rapidly create new products and offerings while supporting new communication methods and balancing often complex regulatory requirements.

We hear these companies asking for:

• Scalable platforms that easily handle change

• Support for an Interactive dialogue with their customers

• Automated decision making and real-time visibility

• Ways to reduce costs, complexity, and increase customer satisfaction

Moving Target with New Competitors

• Clients demand simplicity, 24 hour access and personalized, tailored services

• Established companies carry high technical debt in their legacy systems, increasing the cost and timeline of new projects

• New entrants are nimble and well funded

Project Success is Hard

• 29% of projects “succeed” in delivering the desired functionality, on time and on budget

• 48% of projects are “challenged” and do not meet scope, time, or budget expectations

• 23% of projects “fail” and are cancelled

Standish Group Chaos Report & Scrum Alliance Oct 2016

But there are some bright spots…..

What Makes Successful Projects

• Smaller is better

– Small projects succeed 62% of the time, compared to 6% of large

• People are the primary drivers of project success

– Top 3 factors: user involvement, executive support, clear requirements

• Agile projects are 3x more likely to succeed than Waterfall projects (39% vs. 11%)

– Large and medium projects show dramatic improvement with Agile

Standish Group Chaos Report & Scrum Alliance Oct 2016

Pega’s Profile of Success

Pega Consulting Guiding Principles

Iterate to Success

•Frequent business user playbacks

•Prove value early

•Right size each project

•Plan for a max 90 day first release followed by max 45 day subsequent releases

Practice Co-Production

•Collaborative effort between business and IT to execute

•Empower business users through hands-on experience

•Leverage just in time role-based training

Maximize Pega Capabilities

• Fully leverage ‘out of

the box’ strategic

application features

• Design for reuse

• Maximize use of Pega 7

• Use Directly Capture

Objectives

Implement with Best Practices

•Practice multi-level governance

•Proactively manage risk

•Manage application quality with tools

•Establish appropriate environments

•Focus on Outcomes

Pega Rock Stars

• Quick win; initial release in 13 weeks

• Focused on co-production and building skills internally

• Embraced DCO and SCRUM

• Strong three level governance with client, SI Partner and Pega

• 20%+ savings in first 6 months

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Strong Starter

• Large first release; agile waterfall

• Followed best practices initially but let key areas slip:

– DCO, Governance, team credentials

• Didn’t leverage out of the box functionality

• Program reset after initial release

• Their clients are lined up to move to the ‘new’ system

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Taking the Scenic Route

• Huge initial release planned over 24 months

• Disparate methodologies, poor communication and an unskilled team

• 18 months later requested Pega assessment on how to move forward

• 5 months later two components in production; full roadmap on track with skilled resources

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Where and How Do You Start?

• Pre-Inception Kickoff Checkpoint

– At least four people enabled on Pega

– Identify dedicated project resources

• Mid Pre-inception Checkpoint

– Methodology alignment - Your best practices aligned with Pega’s

– Identify and secure internal and external project needs and resources

– Establish multi-level governance that includes all parties

• Monthly Program Checkpoint

– Scope Management

– Question and validate deviations from Best Practices

– Post Production Support options

– Program Roadmap and Transformational Journey

Final Thoughts

Agile Project Methodology

Leverage Product

Capabilities

Minimum Lovable Product

in <90 Days

Business and IT

Co-Produce

Start with Package then Cadence of

Releases

Q & A

Appendix

Business Sponsor

Roles and Resources

System Architects

Business SME

Project Lead / Manager

Lead Business Analyst

Business Architects

Lead System Architect

Industry experience and functional expertise

UX Design Reviews UX Design /

Configuration

UX Best Practices Workshop

UX Project Support Usability Testing

Accessibility

UX Specialized and Advisory Services

Utilize Product Capabilities

• Continuous Directly Capture Objectives

– Capture High Level Business Processes and Stages

– Centralize requirements and use cases for reuse

Accelerate Delivery Process

– Automated Document Generation

– Application Profile and Document

– Automated Application Foundation

– Automated Guardrail Compliance Reports

– Performance/AES Reports

– PMF

– Project Status Reports

Proactive Delivery Management

Risk Assessment

Proposal Clinic

Weekly Status

Reporting Triage

Situation Management

Risk Management

Best Practices

Priage

Best Practices

Preventative Risk

Assessment

Pega’s Approach to Enablement MULTI CHANNEL DELIVERY

SELF-STUDY TRAINING

MENTORED SELF-STUDY

INSTRUCTOR-LED TRAINING

PEGA ACADEMY

• Videos • Hands-On Exercises • Quizzes

• Mentored Sessions • Monitored Progress • Exam Prep

• Private Onsite • Virtual • Public Classroom

ROLE-BASED CURRICULUM

Content capture design & development with Pega 7 Platform

Customer Service Sales & Onboarding Operations Marketing

Risk Management: – Single point of

accountability

– Full life cycle risk management processes

– Access to Pega-only forums including Triage and expert Specialized Services

– Maximize application quality, business outcomes and overall TCO

Expertise: – Focused and specialized

on Pega products

– Depth of knowledge from decades of experience

– Access to product roadmap & strategic direction

– Tight collaboration with product development and customer support

Why Engage Pega Consulting? UNPARALLELED PRODUCT EXPERTISE AND A SINGULAR FOCUS ON CUSTOMER SUCCESS

Faster Delivery:

– Experts on agile and how best to blend that with a Pega project leveraging DCO

– Close collaboration with customer support

– Drive proven implementation best practices

– Access to 200+ CLSAs through internal forums and communities