Bridging IT implementation with ANZ’s organisational culture
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Transcript of Bridging IT implementation with ANZ’s organisational culture
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Bridging IT implementation with
ANZ’s organisational culture
Peter DeanHead of Technology, Personal Banking & Wealth
Australia and New Zealand Banking Group Limited
Presentation to AFR 3rd Annual Banktech Summit
7 November 2002
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Agenda
• The ANZ approach
– Strategy
– Technology focus
• Aligning IT with ANZ’s culture– People
– Customers
– Processes
– Infrastructure
• IT Case Study: ANZ’s approach to project management - aligning IT with ANZ’s culture.
• Key achievements
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ANZ’s Strategy
Organic out-performance
Portfolioreshaping
Transformationalmoves
• Extend specialisation• Grow customer numbers• Increase share of wallet• Drive productivity
• Revenue growth materially higher than expense growth
• Take business units to sustainable leadership positions
• Build a range of strategic options
Our targets
• Invest in high growth areas• Build specialist capabilities• Exit weak positions• Risk reduction
• Step changes in positioning• Creating new growth options• Proactively shaping industry
Breakout culture
• Create the ‘Bank with a Human Face’
• Build strong commitment to our people
• Promote team performance and cultural transformation
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ANZ’s Technology Focus
Putting technology to work to:
• Provide our customers with a personalised, consistent experience
• Empower our customers and our people with real time information access and online applications via web-based technology, anywhere and anytime
• Ensure our technology is robust, flexible and cost effective
• Aggressively reduce costs, improving productivity, benchmarking, increasing ‘straight-through’ processing, simplifying and automating administrative functions
• Provide low-risk, high-efficiency & state-of-the-art payment capabilities
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Agenda
• The ANZ approach– Strategy
– Technology focus
• Aligning IT with ANZ’s culture– People
– Customers
– Processes
– Infrastructure
• IT Case Study: ANZ’s approach to project management - aligning IT with ANZ’s culture.
• Key achievements
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Initial Strategy (1998) – provided focus to align IT with ANZ’s culture
• Little BU focus• Poor
understanding of business drivers
• Service levels poorly understood
• Leadership weaknesses
• High staff turnover: 18%
• Many cultures
• Poor disaster recovery
• Inconsistent architectures
• Poor project management & methodology
• Billing of services incomplete and inaccurate
• Inflexible, high cost technology
• 15 data networks • 6 core systems• Many different
platforms
1998: Inward focused, low satisfaction, weak process, complex infrastructure 1998: Inward focused, low satisfaction, weak process, complex infrastructure
InfrastructureProcessPeopleCustomers (BU)
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Customers - Commitment to focus technology on business unit objectives
Electronic timesheet capture for IT project tracking, reporting & billing
Detailed billing to Business Units for IT services
Customer survey/ feedback process on 6 monthly basis. Linked to individuals’ performance measures.
Service level agreements in place for each Business Unit
Average SLA for major systems
Average - 1999 Average - 2000 Average - 2001
Clear alignment between Technology & Business Units
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People - Skilled & committed
pcs@home: heavily subsidised packages for staff to acquire PC’s
Online training courses
Management tertiary qualifications policy
Half yearly staff survey with action teams to address issues raised
Breakout cultural transformation workshop
eVouchers provided free to staff to choose reading materials
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Capability Maturity Model• Significant productivity &
quality improvements• CMM
– AustraliaPartial level 2 certification - 1st Australian Bank
– Bangalore, Indialevel 4 certification
Project in a Box• ‘Best of breed’ project
management tools• Central repository for all project
reporting• Open access to all users
Process – designed to improve execution capability
Project management training• Generic training courses tailored
with ANZ specific content & latest Project in a Box tools
Reengineering in a Box• Standard tools,
templates & process for re-design of business processes
Continuous improvement programme
• Driving real culture change• Series of workshops for all staff• Resulted in significant cost
savings
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Infrastructure - Commitment to rationalisation & standardisation
1998:
6 major systems
CBSHogan
2001Core Systems
1998 2002
- Provide all staff with best tools possible
- Low cost of ownership through standard solution
OS/2
Win 3.1Win NT
DOS
Servers & Desktops
1998
Multiple data networks
2000IP network
- Single IP Network provides universal connectivity
Platform FocusEg,W2K, UNIX, MVS
1998
8+ major platforms
Platforms2002
- Greater ability to leverage new technologies
- Lower hardware, software licence fees & support costs
- Simpler systems & platforms reduce cycle times
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Initial IT strategy (1998) – where are we in 2002?
• Explicit business partnership
• High Customer satisfaction 7.7 (Sep 02)
• Service Level Agreements
• Customer Survey/ feedback process
• Significant
benefits from our continuous improvement program
• Improved Staff satisfaction to 83%
• IT staff turnover below 4%
• Training on-line• Leadership
Development program
• Performance culture
• Full DRP in all critical
processes • 854 staff through
Project Mgt program• New Processes -
PiaB, One Team, CMM, Niku, RAD, Phased funding, Outcome Management
• Technology costs defined and regularly reported
• Technology governance, standards & policies
• Detailed billing
• Tandem, Unix & AS400 rationalisation
• 2 core systems• Single IP Network• Standard Win2000
desktop across Australia
• Intranet to all but 800 Int’l staff
• Established strategy for standardisation and re-use
2002: Customer focused, positive culture, improving process, simpler infrastructure 2002: Customer focused, positive culture, improving process, simpler infrastructure
Customers (BU)
People Process Infrastructure
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Agenda
• The ANZ approach– Strategy
– Technology focus
• Aligning IT with ANZ’s culture– People
– Customers
– Processes
– Infrastructure
• IT Case Study: ANZ’s approach to project management - aligning IT with ANZ’s culture.
• Key achievements
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Situation analysis - What our internal business customers expect from IT
• IT support of each Business Unit’s strategy and agenda and elivery of annual Business Unit targets
• Dedicated IT team to meet Business Unit needs
• Maximisation of the return on investment in technology
• Accelerated, high quality, ‘no surprises’ delivery of IT projects
• Substantial increase in output, at reduced cost
• Zero customer impact operating environment
• Increasingly aggressive use of technology in short time frames
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Our Project Management ChallengeSituation
• High demand for professional staff– Resources increasingly expensive
and limited
– Need to move from traditional ‘technical’ focus to ‘systems & business integration’ focus
• Complexity of large specialist organisation
– Projects increasingly need to cover multiple businesses
• Need to improve project delivery and build & maintain a project management culture
– Ensure a ‘no surprises’ culture
Solution
• Develop high quality project management system to better leverage our existing project management capability
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Our Approach
Began with pilot of 100 staff
Development of ANZ’s Project
Management practices
Widespread deployment in Australia
Implementation in India
To ensure high quality delivery of IT projects, we implemented a two-phased approach - the Capability Maturity Model (CMM) for software development, followed by the refinement and enhancement of our project management (PM) practices
To ensure high quality delivery of IT projects, we implemented a two-phased approach - the Capability Maturity Model (CMM) for software development, followed by the refinement and enhancement of our project management (PM) practices
• Results were meeting expectations within 6 months• Work has been almost entirely self funding
CMM PM
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Project Management Practices – what we have done
What
• Improved project delivery capability
• Improved project management capability
• Better managed the utilisation of project management skill sets to our project portfolio
Key attributes
• Evidenced by increase in projects with green or amber status
• Peer reviews, training and mentoring of project managers, project review process
• More informed of skill levels of project managers and better understand current and future skill requirements
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• Improved delivery capability
• Professional project management culture
• Appropriate project management skills available for all
project engagements
• Highly developed project management skills and practices
• Improved risk profile for portfolio of projects
• Enhanced compliance to all standards and policies
Project Management Practices – key outcomes
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Project Management Practices - advantages
For our business
• Greater flexibility
• Improved exposure and understanding of ‘project risk portfolio’
• More predictable project start-up and outcomes
• Standard modus operandi
• Development of the correct Project Management skill set for now and the future
• ‘Better and wanted project managers’ most appropriate candidate for an engagement
• Proper management of Project Management careers
For team members
• Better development of Project Management career paths
• Increased choice on future engagements
• Focussed career management
• Mentoring and coaching from within/ peer support
• Information forums
• Generic measurable Project Management KRAs
• Participate in project peer reviews
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Key lessons
• Do this for tangible, business outcomes
• Use metrics to track progress and lock in results
• Make sure everyone is accountable for the same outcomes – and use strong incentives
• Strong support for teams with their customers – dates will be missed early in the program
• Teams go through a ‘valley of despair’ in the early stages and need help through this
Key challenge is change managementWinning hearts and minds is difficult at outsetFirst 6 months is very difficult – needs strong leadership &
experience helpsSuccess = excitement = more success
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Key achievements
• Aligning IT implementation with ANZ’s focus on people, customers, process and infrastructure has delivered:
– Better outcomes for IT’s business unit customers
– Higher customer satisfaction
– High IT staff satisfaction rate
– High quality, more productive IT staff
– Simpler infrastructure - robust processes supported by a continuous improvement focus
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Questions?
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Copy of presentation available on
www.anz.com
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The material in this presentation is general background information about the Bank’s activities current at the date of the presentation. It is information given in summary
form and does not purport to be complete. It is not intended to be relied upon as advice to investors or potential investors and does not take into account the investment
objectives, financial situation or needs of any particular investor. These should be considered, with or without professional advice when deciding if an investment is
appropriate.
For further information visit
www.anz.com
or contact
Philip GentryHead of Investor Relations
ph: (613) 9273 4185 fax: (613) 9273 4091 e-mail: [email protected]