Stellenbosch University case discussion

OutSystems South AfricaCase study

www.outsystems.com© OutSystems. All Rights Reserved

Business Requirement example

Customer Servicing• Authenticate customer via all channels (include voice biometrics)• Multi-dimensional customer segmentation• Customer analytics (needs & prefences)• Case Management• Customer & Supplier Self Service

Develop end to end Customer Experience Service


Customer Experience Vision

Backend Services

Business Process Optimization

Customer Experience Management

Customer Engagement

Contact Centre

Mobility

Communication PreferencesService

Segmentation

PaaS

Integration as a service

Business Process Engine

Omni-channel

Marketing

Scalability Extensibility Single Sign-on Data Aggregation

Social Customer Acquisition

Channel UsageAnalytics

Composite Applications

Business Activity

Monitoring

Unified Communications

SOA

Voice Biometrics

Task Management

http://www.outsystems.com/apps

http://www.outsystems.com/apps

4

What is…• Important• Innovation

– Is it only technology innovation?• Entrepreneurship• Money• Cloud

– Is it more than the internet?• Mobility• Big data• Business Model

Whats Important?

5

One ring?

• Discipline• Resources• Differentiation• Know your customer

• Why would they buy from you?• What really sticks?

• You need to be different

"Why?" is the most important question, not asked nearly enough.

• Hint: "Because I said so," is not a valid answer.– Why does it work this way?– Why is that our goal?– Why did you say no?– Why are we treating people differently?– Why is this our policy?– Why don't we enter this market?– Why did you change your mind?– Why are we having this meeting?– Why not?

The 5 Whys: just keep asking "Why?" until you get to the true

cause of a particular situation

or problem.

What is Innovation?

8

Time to market – a moment in time • You don't need more time, you just need to

decide.– ask for signoffs and to push forward, relentlessly

• Avoid fear by having a fear of fear.– do things that are safe but feel risky, to gain a signfiicant advantage in the

marketplace

• Minimum Viable Product– but there’s also a ”long tail”

Scrum ?Sprint Plan

Develop

Test

User Testing

Release

User Story

Analysis

Support User Feedback

ProductManager

Feature Definition

Less is MoreThe Value of an iterative Approach

Features and Functions Used in a Typical System

Source: Standish Group Study Reported at XP2002 by Jim Johnson, ChairmanSource: Standish Group Study Reported at XP2002 by Jim Johnson, Chairman

Think Big

Time to value ?

Start small

Scale Fast

Ongoing value

What is entrepreneurship?

13

Entrepreneurship => impactInnovation is something else entirely. Many entrepreneurs use an innovation to make an impact, but the hard part, the part that we're rewarded for is engaging with the user, the audience, the market. Bringing something to people who didn't think they wanted it, know about it or initially welcome it, and make a difference.

We're not teaching tactics or skills. We're not teaching spreadsheets or finance or even marketing. We're trying to get people to the place where they care enough and where they are confident enough to stand up and make things change.

Don't tell me what you invented. Tell me about who you changed.

Seth Godin:

What is money?

15

It's a method of exchange, a unit we exchange for something we actually need or value. It has worth because we agree it has worth, because we agree what it can be exchanged for.

But there's something far more powerful going on here.

We don't actually agree, because each person's valuation of money is based on the stories we tell ourselves about it.

Our bank balance is merely a number, bits represented on a screen, but it's also a signal and symptom. We tell ourselves a story about how we got that money, what it says about us, what we're going to do with it and how other people judge us. We tell ourselves a story about how that might grow, and more vividly, how that money might disappear or shrink or be taken away.

And those stories, those very powerful unstated stories, impact the narrative of just about everything else we do.

So yes, there's money. But before there's money, there's a story. It turns out that once you change the story, the money changes too.

Seth Godin : Money isn't real …

From the customer’s view

17

The future is here – Cloud ?

Public Cloud & Shared

Services

Private Cloud & Dedicated ServicesCustomer On-premise

Game changer ?

Public Cloud & Shared

Services

Private Cloud & Dedicated ServicesCustomer On-premise

Legacy, Control & Agility

Savings, Control &

AgilityCommodity & Savings

Cloud Computing is a production method where the Services are presented;• on-demand• self-provisioned• scalable And;• billed per logical unit used

Cloud Computing – one definition

IT-services delivered;• on-premise• off-premise independent of the traditional perpetual licensing models with focus on the services delivered as a • subscription based expense and not the licenses or technology required to deliver the services.

Software as a Service

The Hype of the Cloud

SaaS

Cloud Computing

SaaSIT-services delivered;• on-premise• off-premise independent of the traditional perpetual licensing models with focus on the services delivered as a • subscription based expense and not the licenses or technology required to deliver the services.

Cloud ComputingA production method where the Services are presented;• on-demand• self-provisioned• scalable And;• billed per logical unit used

Perpetual

Hosted Platform

Perpetual

Local Infrastructure

On

Pre

mis

eO

ff P

rem

ise

Traditional IT delivery

ASP

Application Streaming

Subscription


SubscriptionServiceson

premise

SaaS-it Evolution model™ The customer’s view

Multi-TenantPlatform

Subscription

Single-TenantPlatform

Subscription bPaaS

aPaaS

IaaS

Cloud Services

It’s all about who the

customer is- AND more

importantly - what the

customer is asking for

Perpetual

Hosted Platform

Perpetual


On

Pre

mis

eO

ff P

rem

ise

From a customer

perspective

All is SaaS

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What will the Cloud deliver?• Speed• Agility• Cost savings • Predictability• Security (can you do it better?)• Scalability• Resilience• Less license compliance issues• Eliminate piracy – protect your IP

To understand customers we need to learn from the best…

What Coca-Cola does

Factory Use Wholesalers

Multiple outlets

Sales & Marketing support

Outsourcing of production

Nobody knows how it is made

In Cloud Services we will see

DataCentersDistributors/Aggregators

Offline/online Channels

Sales & Marketing support

Outsourcing/Syndication

Nobody knows how it

is made

Understand customers’ Needs & Pains

The Daily life of a customer - IT perspective

Accounting & Administration Customers Communication

Content Web Presense

ProductionProductsServices

The Daily life of a customer - in tech speak

Accounting & Administration Customers Communication

Content Web Presence

ProductionProductsServices

ERP CRM Mail, VoIP, Communicator

Sharepoint Website Special Applications

Why are pains so important?

“Your focus determines your world”Facts rule! • The one with the most facts wins the argument!• Tech specs are some of the most impressive facts ever.• These features are so neat that you should buy the product just to get them.

Value sells!• With this product/feature your company will gain (the ability to…)• You can achieve higher productivity by utilizing ……• You can reduce time, effort and possible errors by…..

But my Pains and priorities are….• My only focus at this moment is…

• So important I won´t consider your offering right now…• The only things I care about, or I will loose my job…

Pushing technology

Wanting solutions – the PULL

What drives the adoption of

”as a Service”

Maintenance

Innovation

Why “as a Service”

Managed internally

Hardware

Middleware

Application

Business Process

Scope of Activities IT budget/Effort

≈

Hardware

Middleware

Application

Business Process

Scope of Activities IT budget/Effort

InnovationInternally Managed

IaaS&

HaaS

Maintenance

Vendor Management

InnovationInternally Managed

PaaS&

IaaS&

HaaS

Maintenance

Vendor Management

Innovation

Internally Managed

SaaS&

PaaS&

IaaS&

HaaS

Maintenance

Vendor Management

≈

What is mobility ?

34

Why hasn't the whole cell phone industry exploded?

Not the "use a portable phone to call people" market. That market is doing great, everyone knows how to use a phone and a cell phone is just a better solution to that problem for a lot of uses.

The entire "data in my pocket" or "fundamentally different kind of interaction" business. For years, everyone has been talking about the coming goldmine in mobile.

We've been trying to solve the wrong problem.

Take a look at virtually every giant online success (except for Amazon) and none of them were obvious in 1992.

I think we're going to discover a whole new universe of cell phone services that people want to pay for, things that we won't be able to live without. Like... ringtones.

Mobile doesn't have a problem. We (the marketers and the entrepreneurs) do.

Mobility : a moment in time

What is big data?

36

http://www.commoncraft.com/video/big-data

What’s your business model?

38

Value?

What excites our customers?

How do we create value

for our customers?

How do we earn

money?

Who is on our team?

How will we pursue value?

Value proposition

Culture and values

Value architecture

Revenue Model

http://www.slideshare.net/metamorphbiz/what-is-business-model-innovation

Technology?

Technology Value

Business strategy

enables

defines

creates

Business model

X


How Outsystems worksHighly Usable Web & Mobile Enterprise Applications, Fast!Build, Deploy, Maintain, Operate and Change, and Change, and Change…

Go-live 3x faster

With 1/3 of Annual Costs


How Outsystems works

Cloud / web

services

Your code and apps

Your systems

Your data

Your current domain


IT dev-ops & Innovation “in a box”The OutSystems® Platform is a complete application delivery platform to develop, manage and change enterprise web and mobile applications.

It works on top of your favorite middleware stack and scales from small applications to large enterprise installations with hundreds of thousands of users.

The OutSystems Platform combines high productivity, change management and full application lifecycle capabilities to enable your IT department to address the core problem of continuous application change.

Delivery Profiles & Teamoutsystems

DeveloperThis role will master the OutSystems Agile Platform technology in conjunction with modern software engineering practices for developing web business applications in the context of agile projects.

Delivery ManagerLike a Scrum Master, this role will enable and keep the development team focused on the delivery of the solution and will provide guidance in the use of agile methods. The Delivery Manager is equipped with the technical and architectural knowledge required to lead the delivery of agile projects using the Agile Platform.

Engagement ManagerLike a Scrum Product Owner, this role will work with the agile delivery team to ensure that the solution is delivered according to right business needs. The Engagement Manager is equipped with the required skills to coordinate with multiple, dispersed business sponsors to ensure the business needs are met by the final solution. He is also responsible for producing the demos to the stakeholders.

Delivery Profiles


EngagementManager

Biz +++Agile +++Tech +

DeliveryManager

Biz ++Agile +++Tech +++

Developer

Biz +Agile ++Tech +++

Business Sponsor

Biz +++Agile +Tech 0

Business Manager

Biz ++Agile ++Tech +

Key User

Biz +++Agile ++Tech 0

DeveloperDeveloper

• Responsible for the project• Final decision maker• Key role for success

Leveraging Business KnowledgeProject Team

• Timeline management• Process issue resolution• Interface with third parties

• Business analysis• Testing and Feedback

• Client management• Business analysis• Feature negotiation

• Architecture definition• Project management• Development team management

• Development• Testing

Agile Platform ExpertExpert consultant to provide advice and guidance on specific and complex technical situations such as, application’s usability, architecture, performance, scalability, manageability, reliability, and support on advanced usage of the OutSystems technology.

ArchitectArchitecture consultant to provide advice and guidance on software architecture, hardware capacity planning, integration, hardware and base software, security advice, and impact on performance and scalability.

Delivery Profiles

QA ExpertConsultants that assess the quality of the project through the application development and delivery life-cycle in order to avoid business user dissatisfaction and potential project failures. This role ensures the best use of OutSystems components and guides, audits the use of software development best practices, conducting code reviews, conducts application performance reviews and load tests.

Business AnalystThis role serves as the mediator or the bridge between the delivery team and the stakeholders. Responsible for writing and reviewing requirements and helping the delivery team clarify business needs.

Program ManagerSupervises the whole delivery team assuring the project success and the proper business involvement.

Delivery Profiles

Thank You

Stellenbosch University case discussion

Business

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