1. PROJECT DELIVERY EXCELLENCE – A Case study Krishnakumar Kanniappan PMP 21 November 2010

2. Project Delivery Excellence - A case study Agenda FMC – An overview FMC Program - Background System Integration Projects Process Key Challenges faced & Best Practices / Solution Conclusion References Author Contact Details

3. FMC – An Overview What is FMC? FMC stands for Fixed and Mobile Convergence. The aim is to provide both fixed and mobile services with a single phone, which is able to switch between networks What are the benefits of FMC to Enterprise customers? Reduce total cost of ownership (TCO) for telephony Reduce the cost of calls from both mobiles and fixed lines Inherent resilience and improved coverage to protect business critical voice Operational simplicity Increase employee productivity Simple service migration Project Delivery Excellence - A case study Project Delivery Excellence - A case study

4. FMC Program - Background Client A major UK Telecom operator specializing in offering high quality communications services such as IP, data, voice and hosting to large enterprise, reseller and carrier customers Objective To Launch GSM based Fixed Mobile Convergence (FMC) services to Enterprise customers in UK within a very aggressive target timeline of 12 weeks. Role of System Integrator End-To-End delivery of the Program Project Delivery Excellence - A case study

6. Provision of a self-care portal for customers to order FMC end-user Mobile service.

7. Automation of the entire order flow using SOA based integration and web services on mainframes.

8. Development of a Business to Business gateway to enable partners to receive/assign tickets.

9. Development of a traffic monitoring solution to track traffic across mobile network elements.

10. Automation of billing for Voice, SMS, GPRS and Blackberry services.

11. Development of various Provide, Assure and Billing Reports.

12. Easy management of Mobile Core Network, FMC Access Network, Mobile Number and SIM Inventory.

13. Compliance with various regulatory functions like Port In, Port Out, etc.Project Delivery Excellence - A case study

14. System Integration Project processes - as mapped to PMI Process Groups Project Delivery Excellence - A case study

17. Defined high-level business processes

18. Developed end-state IT architecture and solution

19. Delivery broken into waves to manage development

20. For each wave used the MoSCoW prioritization to classify requirements into:

21. Must Haves: Essential, can’t do without

22. Should Haves: Important but a workaround may suffice

23. Could Haves: Ones that can be let go

24. Won’t Haves: Not now but laterProject Delivery Excellence - A case study

26. Included any delivery costs involving 3rd parties.

28. Created by the Delivery owner and was continuously updated and tracked with Program team

29. Capped amount apportioned between different waves (phases)

30. Helped in proactive Program resource planning within SI’s organization

31. Helped in negotiation with 3rd party vendors on costs of their deliveries

32. Capability matrix driven Time-boxed waves:

33. An overall E2E Program plan with detailed breakdown of activities, dependencies etc for each wave was developed

34. Clarifies what functionalities are delivered as part of each wave

35. The time-boxed schedule of the entire wave with details on the scope were published

36. Helped owners of each dependency to plan in advance and deliver on time

37. Statement of Work:

38. Clear agreement of Scope, Schedule & Cost was agreed between client, SI and 3rd parties

39. For SOWs involving 3rd parties, all negotiations done by SI and recommendations were accepted by client

40. Delays in the client dependencies which were out of SI’s control were escalated and were put into formal Change Control process Project Delivery Excellence - A case study

43. Helps minimize overall risk, and lets the project adapt to changes quickly

44. Multiple iterations may be required to release a product or new features

45. Agile methods emphasize face-to-face communication when possible

46. Feedback from each drop fed into the next drop provided it is not a new requirement and also it did not need more than few man days effortProject Delivery Excellence - A case study

49. Clear Escalation protocol agreement

50. Frequent vendor delivery tracking meetings & regular Vendor delivery status reports

51. Collocated team in client premises or in vendors’ offices based on needProject Delivery Excellence - A case study

54. Impacts to the cost and schedule were discussed and a delivery decision was taken with IT and business teamsProject Delivery Excellence - A case study

56. Default expectation from those who raise these requests was for the Program team to accept those as requirement evolution as part of Agile & implement those as part of the scope

58. Weekly CCB meetings established to discuss all new requirements and agreed/suspected change in requirements, etc

59. Change Requests Report updated every week and cascaded to all project stakeholders for clarityProject Delivery Excellence - A case study

63. If the client dependency was not met even after the RAID reminders, we referred the case to Change Control Board Project Delivery Excellence - A case study

66. Daily Scrum calls (Chair: SI Program Manager)

67. Monthly/Fortnightly Program status update meeting (Chair: SI Program Manager)

68. Fortnightly Executive level 121 meeting (Chair: SI Organization’s Head of Telecom Unit)

69. Focus Program Management Reviews (Chair: SI Delivery Owner)

70. Architecture Review Boards (Chair: Client Head of Solution Design)

71. Weekly Change Control Board meeting (Chair: SI Change Control Manager/SI Program Manager)

72. Program Status Reporting:

73. Daily Status Emails (SI Program Manager)

74. Weekly Status report presentations (SI Program Manager)

75. Vendor Status reports (Responsibility: SI Program Manager)Project Delivery Excellence - A case study

77. Client has launched FMC service to one of the largest grocery retailer in UK, who is already its IP VPN customer, as part of a £100 million contract

78. Client has also signed FMC deals with few other Enterprises and has aggressive growth plans. Voice of customer: “A huge thank you to TCS for their continued perseverance, support, creative approach, and ongoing flexibility in helping me drive FMC to completion” – Client Programme Manager An Apt case study representing theme of PMI 2010 Conference: Leveraging Project Management for Excellence, Growth and Transformation Case study of this successful program is available in: http://www.tcs.com/resources/case_studies/Pages/CW-Fixed-Mobile-Convergence-Solution.aspx Project Delivery Excellence - A case study

80. Tata Consultancy Services, System Integration Projects – Process Handbook

81. Wikipedia - http://en.wikipedia.org/wikiProject Delivery Excellence - A case study

83. Email: krishnakumar.kanniappan@tcs.com

84. Phone: +44 7702910300 Fax: +44 2072451875Project Delivery Excellence - A case study