business processes and trim costs

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8 Δεκ 2013 (πριν από 3 χρόνια και 4 μήνες)

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Using SharePoint to re
-
engineer your
business processes and trim costs

A Best Buy Case Study

Defining the parameters…


Today you’ll get:


Background on my function/role


A detailed look at the SharePoint implementation for BestBuy.com


Overview of benefits achieved and $$$ saved


Details on how we built our solutions

including total development
hours


Overview of roadblocks we encountered along the way


Overview of our SharePoint development process


An information architecture perspective…



You
won’t
get:


Answers from a system engineer or a MOSS system administrator

My personal bias


Businesses shouldn’t be run via spreadsheets stored on shared
drives


Knowledge doesn’t exist unless you have an information retrieval
strategy


Left to their own devices, well
-
intentioned people will live in
information chaos


My job isn’t about giving users what they want. It’s about listening
and figuring out what they really need


SharePoint is great at what it can do…but if I find something better,
I’m jumping ship

Background


Current role = dotcom Operations


Built new role for
Collaboration Management


Role of SharePoint in BBY enterprise


Personal history


Technical writing


Content Management System implementation & support


Knowledge management


Information architecture


Corporate librarian


Code
-
free….


Collaboration management


Design, implement & support collaborative toolset


Act as liaison between dotcom and enterprise
-
level social
networking teams


Act as a SharePoint consultant for other BBY teams


Advocate for new technologies & new integration paths


Current team members:


Sarah Haase (manager)

What are our key goals?


Enable quick/easy information sharing


Leverage all our knowledge assets

regardless of job title or role


Use technology to automate manual
tasks, thereby freeing up resources to
work on value
-
add tasks


Optimize information retrieval


Provide secure systems

What is Collaboration’s value?


Process optimization:


Eliminate redundant work processes


Store/use data efficiently


Build automated workflow processes


Reduce dependency on email


Enable better information retrieval


Provide just
-
in
-
time (JIT) information


Tailor data views to appropriate audiences


Create dashboards that display overall site/project/process health

What is Collaboration’s value?


Information architecture


Focus on obtaining structured data


Build taxonomies for effective information storage/retrieval


Tie dotcom initiatives to enterprise
-
level social networking tools


Information sharing


Build tools that people
want

to use


Evangelize social networking tools

(both internal & external)

Collaboration’s key toolset


The Brain


Wiki knowledge base


Confluence, powered by Atlassian


3,300+ articles


100+ authors


Key features:


Subject
-
based taxonomy


Boolean searching


Standardized authoring templates


Ability to comment on all articles


Ability to lock/secure articles


Ability to add folksonomy labels


SOPs for article reviews/updates


Parking lot

Collaboration’s key toolset


JIRA


Ops issue tracking/ticketing system


Powered by Atlassian


Throughput = 150 tickets/week


Key features:


Automated filtering


Customizable metadata fields


Ability to assign issues


Ability to comment on issues and log time worked

Collaboration’s key toolset


SharePoint


MOSS 2007


Accenture provides farm administration


Additional tools used:


Most employees/contractors still on Office 2003


InfoPath 2003


SharePoint Designer 2007


Dotcom’s site collection “born” August, 2007


Annual ROI = $350,000/year and counting…


36 sites up and running to date


Controlled development/release strategy

SharePoint development process


All requests go through Collaboration


All requests = same process


Business owner required


All projects tracked in SharePoint


Weekly code reviews held for development team


Promotes development best
-
practices


Provides weekly training for all team members


Provides cross
-
training for all team members who will be supporting
sites later on


Enables management to assess development capacity


Case studies built for all “trackable” projects

SharePoint development process


Development stages:


Stage 1 (Initial request received)


Stage 2 (Storyboarding in process)


Stage 3 (Development in process)


Stage 4 (Iterative review)


Stage 5 (Launched)


On hold (Waiting on requestor)



Priority level:

Estimated annual ROI (in $$$)

Estimated hours to implement

SharePoint development process


Key steps in the storyboarding/design process

1.
Ask about their “vision” for the future

2.
Find out what business need(s) they’re trying to solve

3.
Get details on their current work process


Highlights


Pain points


Bottlenecks

4.
Get a wish list of things they dream about

5.
Provide a demo of similar functionality already launched in SharePoint

6.
Connect them with business owners that are up and running

7.
Revisit the wish list

8.
Present a new “vision” for their future (formal or informal)

9.
Document requirements

10.
Get management sign
-
off

11.
Move on to development

Observational view:

SharePoint at work

Site collection overview


Initial design = flat


Hierarchical taxonomy put in place 6 months later


BestBuy.com site


Teams
(22 sites)


Projects
(8 sites)


Functions/Roles
(5 sites)


User interface design


heavy on the SharePoint blue


Project/team dashboards


Working queues


“Restrictive” security model


Most sites break inheritance


Standard permission groups used
-

Members, Visitors, Owners


Very few Designers


Restrictive overrides where necessary

Site collection taxonomy

Case Study 1: Manning the box


Need



Online Tools was using ¾ of an FTE to manually transfer emailed
support requests to the JIRA online ticketing system


Solution


Built a web
-
based form to capture structured data on issues


Auto
-
generated issues in the JIRA ticketing system


Benefits


Tickets created automatically within 1 minute


Requestors get to set their own priority levels


Requestors auto
-
notified that their request has been logged


Re
-
allocated 30 hrs/week to providing support


Total savings = $1,500/week and $78,000/year

Case Study 1: Manning the box

Case Study 1: Manning the box

Case Study 1: Manning the box


Key design elements:


Multiple form entry points


Full trust certificate applied to InfoPath form


“Stalker” feature


Hidden required fields


SharePoint Designer workflow sends automatic email notification to
issue reporter


SharePoint serves as a backup for all form content


SharePoint stores document attachments (raising our size restriction
from 1 MB to 50 MB) per issue


All coding done in C#


Coding support outsourced after launch


.NET Framework v2.0 required (and not standard)

Case Study 1: Manning the box


Tools used:


Microsoft InfoPath 2003


MOSS 2007


1 form library


2 custom lists


Business data connector


KPI list


Key Performance Indicators web part


SharePoint Designer 2007


Custom email workflow


kicks off when a new item is created


JIRA (enterprise edition, version 3.9.1)



Case Study 1: Manning the box


Time to develop:


Project length = 5 months


Outstanding factors:


Major delays with holiday


Major roadblock = JIRA web service


2 week beta test


Staff/expertise needed:


1 Microsoft developer = 60 hours


1 Collaboration SME = 150 hours


2 part
-
time form testers = 40 hours

Case Study 2: Weekly lockdown


Need



Content teams used multiple versions of a single Excel spreadsheet to
submit, track & assign key issues for Sunday turnovers


Solution


Moved data online to SharePoint


Built an automated work queue. When team members log in, they see
a list of tasks assigned to them


Benefits


No more work compiling & sharing multiple spreadsheets


Everyone can add/view issues simultaneously


No more duplicate reporting of identical issues


Cuts a half a day off the weekly lockdown process


Total savings
across Dotcom

= $13,867/month and $166,400/year

Case Study 2: Weekly lockdown


Demo!


Content team SharePoint site

Case Study 2: Weekly lockdown


Key design elements:


Data stored online


No more copying and pasting


Everyone can work simultaneously


No more duplicate issues reported


Automated work queue


Ability to assign issues to multiple people


Conditional formatting


Ability to save list as template


Involuntary participation model


No coding needed

Case Study 2: Weekly lockdown


Tools used:


MOSS 2007


1 custom list


Current User Filter web part


List view web part


SharePoint Designer 2007


2 data view web parts


Conditional formatting


Time to develop:


Design/build
-
out for initial team = 30 hours


Build
-
out for additional teams = 5 hours each


Staff/expertise needed:


1 Collaboration SME

Case Study 2: Weekly lockdown


User testimonials:


“We *love* the Movies lockdown tracker

it’s working really well. It’s
easy, interactive, and very collaborative. From the PM side, it saves us
a lot of time just with not having to manage, compile and share out
spreadsheets. Everyone has visibility to all the issues, not just theirs,
and not one person has really had issues with managing the
SharePoint site. I’ve noticed that we’re locked probably half a day
earlier just due to this.”



“It helps to clarify what's going on, because everyone can comment on
anyone's comment or questions. It's a way to sort of have a discussion
with the other reviewers, rather than just having everyone blindly dump
their comments onto the project manager, who then had to sort them
out. I think that issues are cleared up more quickly now with everyone
being able to see and respond.”

Decision time…


Go on to Case Study 3


Skip ahead to what we've learned

Case Study 3: Application testing


Need



Ops teams needed a good long
-
term strategy for testing in
-
house
applications


Solution


Created template SharePoint site


Built in a test case repository, test execution space, and project tracker


Benefits


No more time spent hunting for old test cases


Complete list of test cases now available (they double as requirements)


Enables BBY to hire outside testers & perform full regression tests


Automated test queues & custom dashboards for testers and PMs


Incorporates Google Charting API for quick reporting


Estimated
savings per application = $30,000/year

Case Study 3: Application testing

Bulk test case selector

Case Study 3: Application testing


Demo!


Testing SharePoint site


Case Study 3: Application testing


Key design elements:


Multiple list design that incorporates a secure test case repository, test
project tracker, and test execution area


Bulk edit ASPX page that allows easy test case selection


Create a multiple item form to expose editable field for all rows


JavaScript function that powers the “Select all” checkbox


Custom SharePoint Designer workflows that automate the test case
migration process


Current vs. archived test views in the test execution area


Unique dashboard display for project managers


Case Study 3: Application testing


Tools used:


MOSS 2007


3 custom lists


1 document library


3 list view web parts


SharePoint Designer 2007


Custom ASPX page set up as a Multiple Item Form


Custom JavaScript code that enables the “Select all” checkbox


Custom workflow that copies test cases over for execution


jQuery & Google Charting API


“Almost” no
-
code solution provided by End
-
User SharePoint



Case Study 3: Application testing


Time to develop:


Project length = 3 months+


Outstanding factors:


Lower priority project


Wait time for test case development and data standardization


Research & development time for me


Staff/expertise needed:


1 Microsoft support analyst = 1 hour


1 Collaboration SME = 120 hours


1 Application project manager = 75 hours

Summary:

What we’ve learned

Key lessons learned (so far…)


Site design


Users will always take the path of least resistance


We can’t afford to hand out open access


Yes, SharePoint can be used as “just” an online file repository


You have to force people through the information architecture process


Savings add up quickly (so don’t forget the little things)


Marketing


SharePoint evangelizes itself…once you land a few key projects


It’s great to start at the grassroots level…but don’t forget the higher
-
ups


Think outside your department. What kind of boat are you building?

Key lessons learned (so far…)


Site collection administration


You need a taxonomy


You need a defined development process (or you risk getting buffeted
by strong winds)


You need a support COE


Community


Things are moving too fast to not plug in


Blogs; Twitter; LinkedIn

Questions

Sarah Haase

Collaboration Manager at Best Buy

sarah.haase@bestbuy.com

http://twitter.com/sarahhaase

Resources


YouTube overviews of Web 2.0

http://clifmims.com/blog/archives/28



End
-
User SharePoint

http://www.endusersharepoint.com/



Top 101+ SharePoint people to follow on Twitter

http://www.sharepointjoel.com/Lists/Posts/Post.aspx?ID=152



Fortune article


“Web 2.0 is over. Welcome to Web 3.0”

http://money.cnn.com/2009/01/07/technology/hempel_threepointo.fortune/i
ndex.htm



Jakob Nielsen’s report


“10 Best Intranets of 2009”

http://www.useit.com/alertbox/intranet_design.html
\


Twitter and the real
-
time web

http://blogs.alianzo.com/socialnetworks/2009/01/14/twitter
-
and
-
the
-
real
-
time
-
web/



Nick Grattan’s SharePoint Blog entry on creating bulk edit screens

http://nickgrattan.wordpress.com/2008/05/13/bulk
-
editing
-
of
-
sharepoint
-
list
-
items/