Driving Speed, Agility, and Efficiency through Service Transformation
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Transcript of Driving Speed, Agility, and Efficiency through Service Transformation
Cox Automotive
Driving Speed, Agility, and Efficiency through Service Transformation
Donna Naomi Woodruff
Delivery Operations Leader
1898 - 2016
A History of Innovation and Change
$11B $8B $1.8B
Annual CAPG Spend
$1.3BTEAM
MEMBERS
33,000+In Transactions
Annually
$46BFACILITATING
UNIQUE VISITORS
monthly on
Autotrader.com
and KBB.com
36M+Physical Locations in
24 CountriesServing
100+Countries
CARS SOLD In U.S. & Canada
3 4TOUCHING
of
5
INVENTORY SOLUTIONS
MEDIASOLUTIONS
FINANCIAL SOLUTIONS
RETAILSOLUTIONS
INTERNATIONAL
Under the Hood
Operating Model Agility Data & Process
Operating Model The Pit Crew
Technology & Product
3,500DATA
CENTERS
52DEVELOPMENT
CENTERS
22
<2015 2017 H22016 2017 H1
Incident
Problem
Change
HR
Facilities
SDLC
Auction Safety
Customer
Service
Asset
Management
Field Support
GRC
Vulnerability
Management
“MIAMI” Reporting
Financial Planning
SecOps Expansion
Vendor Mgmt
Cloud Management
Orchestration
Software Asset Mgmt
Mobile Auctions
PPM & EPIC
Accounting Alignment
CMDB
Discovery
Service Mapping
Event Management
2018+
Performance Analytics
Serebro
Accelerating Service Enablement
11
You Get What You Organize For
Low Value of
Integration
Portfolio Aligned
Service Alignment
Decentralized Federated
COECOP
Retail
Solutions
Media
Solutions
Inventory
Solutions
Financial
Solutions
International
Enterprise Operations and Security
Enterprise Platforms
Enterprise Architecture & Data Services
High Value of
Integration
12
Optimize Your Budget Managing Service Performance
Service Gauge: $1.3B
Agility The Pit Stop
AGILETEAMS
350MONTHLYRELEASES
325DAY
CYCLE TIME
45
15
PPM
• Backlog Management
• Epic to Feature
• Agile Health
• Service Health
• Incident/Change Mgmt
• Activity Tracking
• Root Cause
Tools Agility Transformation & Simplification
GL TBM
SERVICE MGMT
ALM• Chart of Accounts
• CAPEX/OPEX
• Financial Reports
• Budget Planning/Trending
• Bill of IT
• Service Costing
CIO
Service Owner
EngineerCFO
• Goals to Initiative
• Initiative to Epic
• Demand Management
• Time Management
Portfolio Owner
16
Balancing Speed and Control
GL TBM PPM SERVICE MGMT
ALM
• Service Health
• Incident/Change Mgmt
• Activity Tracking
• Root Cause
Service Owner
• Chart of Accounts
• CAPEX/OPEX
• Financial Reports
CFO• Budget Planning/Trending
• Bill of IT
• Service Costing
CIO• Goals to Initiative
• Initiative to Epic
• Demand Management
• Time Management
Portfolio Owner
• Backlog Management
• Epic to Feature
• Agile Health
Engineer
Annual Thesis
Quarterly Plan
Monthly Review
Weekly/Daily Checks
17
Operations Agility
System of Engagement
Data & ProcessThe Fuel
SERVICETICKETS
47,000AWS
INSTANCES
3,000SSO CLOUD
APPLICATIONS
50
20
tr
Chase Transparency and Precision Where it Makes Sense
Complexi ty / Insight
Low High
• Customer
• Product
• Employee
MDM Transact• Billing
• Service Tickets
• SORs
Activity• Utilization (license)
• Unit (#Servers, Circuits)
Usage• Predictive
Analytics
Structured / API Less Structured
21
Executive Dashboards & Operations Performance
22
Digitizing Processes
Manheim AuctionsLeading provider of Vehicle remarketing services
Digital and Physical Auctions
Pioneered in-lane vehicle auctions
Innovator of both digital and mobile auction
platforms
Register over 7 million used vehicles annually
$46 billion in value of transactions
Safety Compliance Checklist Automation
Safety Survey
Mobile AppArea Safety Manager Audits
(April)
Reporting & Trend Analysis
Improvements
Before After
Worker’s Claims Incident Rate
6 per 100 FTE’s 4.4 per 100 FTE’s
Avg Time to Complete 4 Months including scoring
30 minutes per evaluation, with immediate scoring
Annual Claims $7 million $4.7 million
Engagement 6 Area Safety Managers -2x per year
500 employees involvedper month including the Auction General Manager
Solution Investment $75k
$36k annually in license costs
Value Outcomes
30MINUTES
2Basis Points
Reduction
Workers’
Compensation
Claims
Reduction of Time
overall to complete
the survey –
Score from 90
days to Immediate
$2.3m3000% ROI
Avg Cost
Avoidance
Annually
• Prepare and send status reports for Reporting Period
Miami Admin
• Automatic System generated notification “Updates to Miami Report for reporting period MM-YYYY”
System Notifications • Complete Status
report via link to open reports in Service Station
Initiative Owners
• 3 Business Days Reminder
• 5 Business Days Reminder
Reminder Notifications • Monitors progress
and Approves
• Reporting
Miami Admin
“Miami” Reporting Business Process
Monthly Initiative And Milestone Internal Reporting
Business Initiatives
Epic Epic Project
Miami Mobile
Value Outcomes
2MINUTES
168
Business
& Internal
Initiatives Tracked Per initiative report
20
minutes
per
report
Executive Time
Savings
~$90k annually
Up Next . . . .
Speed & Scale
Operating Model Agility Data & Process
Questions?
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Booth #537
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