A mid-sized MNC company with presence in two continents, a leader in the segment, with expertise in SAP implementation services wanted to diversify their service offerings. The Company is a leader and has expertise providing services to global manufacturing MNCs over two decades across different geographies on SAP platform. They have built robust solutions, tailor made to the customer’s needs & with India localizations. A very customer centric company in their approach.
Looking at a long-term view of their services, shift in market dynamics with AI at centre-stage & their passion to grow; the Company reviewed their business strategy. As a part of their growth strategy aligned with their core business, they wanted to setup a new division focused on providing services on Remote Infrastructure Management (RIM), ServiceNow and Microsoft Power platform.
The company approached OptiOrg Consulting Pvt Ltd to evaluate viability of setting up three different Competency centers and launch these services into the market. OptiOrg is specialised in Strategic consulting & Advisory services for setting up GCCs & Technology units. OptiOrg used their proprietary AMREG methodology to engage with the company and understand their short term and long-term objectives. Considering the Company’s vision, key business drivers and market situations; OptiOrg helped the company set up the Center of Excellence for three technologies with three different approaches suitable for the Company.
Company was focused on embedding AI automations into their solution portfolio. Post discussions with the Company and detailed analysis of the platforms in the market; OptiOrg suggested & jointly zeroed-in on Microsoft Power platform as an overall strategy for the Company. A detailed plan to engage, hire, train and develop resources and solutions required for the regular repetitive processes of the customers was built & implemented.
In discussions with the customers, regular repetitive processes were identified and automations developed as ready off-the-shelf solutions. Based on extensive market research, a road-map of potential solutions integrated with SAP was developed. The Company added them into their roadmaps for customers over next 12 months. Additionally, a detailed strategy was formulated for data management, preparation and use into building Power apps for the existing flows, processes and data available with the customer.
For building this COE, OptiOrg suggested the Company, a bottoms up approach. Solutions were designed on Power Apps, Power Automate and Power BI. Insightful Senior management decision making dashboards, governance dashboards and automation flows on Financial & support processes were the early candidates of automation. This immensely helped support functions like Payables, Receivables, HR & risk management function with automations with minimal manual interventions.
This has helped the customers of the Company immensely in cost savings and using AI automation for enhancing their business efficiency, getting visibility into management dashboards for quicker decision making and cutting-edge AI driven risk management.
Company was also led by OptiOrg into building high potential Conversational AI solutions for employee interactions and Customer facing support processes.
Since this is a new competency being built, OptiOrg worked with the Company to identify internal and external resources and groom them on the technology and build the skills. A proprietary HR framework built by OptiOrg was put to use in hiring and on-boarding appropriate skills from the market and blend them into the organization. While doing so, the Strategic Customer engagement model was also deployed by OptiOrg to provide a 13-point guided step by step framework in making engagements with Strategic customers a dependable, professional and well governed seamless process.
OptiOrg used their proprietary AMREG framework to further analyse the business needs, potential opportunities with the customers of the Company and work out a different approach of setting up the RIM practice for the Company. The services were built as different individual independent offerings to the customers based on their requirements. Independent service’s mini-COEs were built with an overall approach and plan to blend all mini-COEs into a full-fledged process driven RIM COE over a period of 12 months.
The approach was split into getting started with the deployment of SMEs for specific services on server management and network management in a 24*7 support modality. The processes were built in agreement with the Customer SLAs and standardized to make a playbook around the two service offerings.
Additionally, OptiOrg helped the Company build the remaining processes around End user device management, Cloud Infrastructure management, Application management , Back-up and Disaster recovery and 24*7 Monitoring and Support. Automations using Power platform were also designed to function with this COE to make the processes more efficient & scalable for the Customers without having to linearly increase the headcount with their growth.
OptiOrg, as experienced People Strategists setup people processes for the company to tie up the Company objectives into personal KRI and KPIs of individuals. A detailed mapping of Organization objectives, split into translatable, actionable items that are benchmarked and measured for individuals across the organization were set up. This enables tracking every individual’s contributions to themselves, their teams and the organization at large.
This process gives a robust infrastructure to the HR team in setting objectives and making annual appraisal process transparent and dependable that can help every person to see how they are being benchmarked and evaluated. This in turn removes the painful feeling of “decisions and evaluations are made in black box” that employees always carry post appraisals. This is a huge win for the Company and in turn for OptiOrg!
OptiOrg has contributed immensely in the fourth and most critical offering of setting up ServiceNow competency. The Company & one of it’s customers had an urgency to get engaged on providing ServiceNow support. Ideally OptiOrg would approach with the AMREG consulting framework to the setup this entity too. However, due to the customer’s urgency, OptiOrg cut out an engagement with basic engagement processes around providing technology services through few SMEs starting off on T&M model of engagement.
While the services hit the road running, OptiOrg has put together a complete road map to build the ServiceNow practice. The Practice is being setup using the proprietary AMREG framework including that of Strategic Engagement model, building optimal organization structures catering to the global needs and a matrix organization structure clubbed with the SAP services division.
During this setup, different people frameworks were used to interview the skills based on a dependable process of hiring, interview and benchmarking hierarchy. Detailed RACI mapping across the organization was established in this closely knit new COE embedded into the organization’s fabric and culture. The practice is setup as competitive to step into the market and compete with the best of the service providers on ServiceNow platform.
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