Transcript Slide 1

Transforming Enterprise Supplier Management
IAOP NORCAL Chapter Meeting
Glenn Ellis
Nipun Sehgal
Director, USAA Supplier Management
CEO, Enlighta
September 18th, 2014
Copyright © USAA 2014. All Rights Reserved.
About USAA
• The mission of the association is to facilitate the financial security of its members,
associates, and their families through provision of a full range of highly
competitive financial products and services; in so doing, USAA seeks to be the
provider of choice for the military community.
• USAA was founded in San Antonio, Texas, in 1922 when 25 Army officers came
together and decided to insure each other's automobiles.
• The USAA family of companies provides insurance, banking, investments,
retirement products and advice to 10.4 million current and former members of the
U.S. military and their families.
Copyright © USAA 2014. All Rights Reserved.
About Enlighta
Enlighta provides a comprehensive, scalable, and adaptable
SaaS & on premise platform for supplier governance and risk management
User Roles
•
•
•
•
•
Vendor Management
Senior Executives
Relationship Managers
Line Managers
Supplier Users
Rapid Adaptability
Analyst Configurable
Multi-level Administration
"Enlighta has proven to be a powerful
solution for
enabling efficient outsourcing governance. The
support provided both during and since
implementation has been outstanding."
Any Device
Web Accessible
- Project Manager, F100 Credit Card & Financial Services
Analytics
Scorecards
Dashboards
Enlighta’s robust governance suite will
transform how enterprises understand and
Seamless
Integration
•Productivity
Interfaces
•Web Services API
•Batch Upload
•Custom Adapters
•SSO & LDAP
Sample
Client Systems
govern their outsourced IT and business services.
Managing Partner Governance Services, ISG
Directly or via partners/clients used by 25+ Global 2000 enterprises
2014 HfS
Governance
Solutions
Agenda
• Case for Change
• USAA Supplier Governance Framework
• Transformation Approach
• Enlighta’s Role
• Key Considerations, Key Learnings
• Q&A
Copyright © USAA 2014. All Rights Reserved.
Case for Change – Key Drivers and Pain Points
• USAA Growth
• Utilization of Third Parties
• Increasing Regulatory Obligations (Company-Wide)
Role Ambiguity - Value Leakage - Operational Risk – Regulatory Compliance
Copyright © USAA 2014. All Rights Reserved.
USAA Supplier Governance Framework (“Big G”)
Standards
Enterprise Supplier
Management
Process
Tools
Post-Award Domain Expertise
Training
Business Unit Supplier
Governance Teams
Pre-Award
Post-Award
Lifecycle Value, Risk, & Compliance
Strategy
CRM
Domain
Reqrmnts
Proposal
Evaluate
Negotiate
Execute
Performance
Sourcing & Contracting
Domain
Financial
Ops Risk
Service Delivery Evaluation
Domain
Executive Sponsor
Color Key:
Relationship
Contract Owner
Bus. Units
Contract Mgt
Supplier Risk
Contract Administration
Domain
Relationship Owner
Enterprise (Global Service Delivery)
USAA Supplier Governance is the best-in-class lifecycle management of third parties and their
services, optimizing value and risk while ensuring regulatory compliance.
Copyright © USAA 2014. All Rights Reserved.
Service Delivery Evaluation Core Processes (Small “G”)
Performance Management
•
•
•
•
•
Service Level Management*
Issue Management*
Change Management
Supplier Performance Assessments
Demand Management
Relationship Management
•
•
•
•
•
Financial Management
•
•
•
•
•
•
Revenue/Expense Mgt.
Invoice Management*
Performance Credits
Value Assurance
Spend Management
Tax Management
Satisfaction Survey Mgt.
Innovation Mgt.
Governance Oversight
Communications Management
Exit Strategy & Planning
Ops Risk Management
•
•
•
•
•
•
USAA Data*
BC/DR*
Supplier Personnel Qualification
Control Oversight
Function Risk
Security Management
Copyright © USAA 2014. All Rights Reserved.
*Wave 1
Transformation Approach – Supplier Governance
Focus on building the
Foundation…
•Framework
•Job Families
•Tools
•Managed Svcs
•Training
…and on building “Wave 1”
Core Processes.
Governance
Framework
Member Data
Mgt
Job Families
Tools
•Member Data Mgt
•Invoice Mgt
•Supplier Sustainability
•Service Level Mgt
•Issue Mgt
Invoice Mgt
Project Mgt
Process Eng
Business Mgt
Chg Mgt
BC/DR
Managed
Services
Blue Teams
for
Foundation
Mgt
Service
Level Mgt
Training
Issue Mgt
Copyright © USAA 2014. All Rights Reserved.
Silver
Teams for
Wave 1 Core
Processes
Enlighta’s Role in USAA Supplier Management
Enlighta provides a comprehensive, scalable, and adaptable
platform for governance and automation of supplier management processes
Contract
• Contract Repository
• Contract Search
• Change Requests
• Contract Issues
• Interpretations
• Service Requests
• Audits and Findings
Performance
• Service Levels
• Mgmt. Dashboards
• Metric Reports
• Deliverables &
Obligations
• Supplier Balanced
Scorecard
Relationship
Financials
• Invoice Approvals
• Disputed Charges
• Performance Credits
• Resource Consumption
and Forecast
• Spend Actuals, Budget
and Forecast
• Governance Issues
• Engagement Level
(Meetings, Action
Items)
• Supplier Assessment
• Ideation
Role-based Secure Access, Configurable Processes, Batch & Excel Import, Email Alerts
Enlighta Performance Management
Multi-Tower, Region, Supplier, LOB
Supplier Input
SLA Scorecards
Summarize Data
Normalize Data
Transform Data
Online, Excel
Validate Data
Supplier Summary Dashboards
Supplier Resource Dashboards
Supplier Comparative Metrics
Contracts, SLAs
Metrics Database
Exceptions Processing
Survey Dashboards
csv ASCII Files, Web API
Automated Feeds
Implementation and Deployments
• “Implementation” built enterprise capabilities and deployment packages
(Enterprise-led, Business Unit-Supported)
• Design
• Develop
• Validate
• Implement
• Govern
• “Deployments” installed the capabilities within business units (Business unit-led,
Enterprise-supported)
• People (Training, Support, FAQ, Job Aids)
• Process (Swim Lanes, RASCI, CTQs,
• Technology (Configurations, Testing, Troubleshooting, Tuning)
Copyright © USAA 2014. All Rights Reserved.
Key Considerations
• Strength of the Case for Change – People, Process, Technology
• Scope and Objectives for v1.0 / “Wave 1”
• Program Structure
• Understanding Maturity Levels – Current and Desired
• Standardized Lexicon – including “Governance”!
• Change Management: “Pre-Adopters” vs. Early Adopters (Stakeholder Analysis)
• Tool First? Process First? Tool and Process First? Managed Services?
• Proofs of Concept
• Communications – Stakeholders, Status
Copyright © USAA 2014. All Rights Reserved.
Key Learnings
• Think Big – Act Small and Fast
• Communicate, Communicate, Communicate
• Organization Culture – Consensus Oriented?
• Time Spent Getting to the Signature on the Dotted Line
• Plan and Budget upfront on Wave 1.1
• Adaptability for each BU versus Standardization at Enterprise Level
• Internal User Group – Feedback and Planning
Copyright © USAA 2014. All Rights Reserved.
Questions?
Governance
Framework
Member Data
Mgt
Job Families
Tools
Invoice Mgt
Project Mgt
Process Eng
Business Mgt
Chg Mgt
BC/DR
Mgt
Managed
Services
Service Level
Mgt
Training
Issue Mgt
Copyright © USAA 2014. All Rights Reserved.
Biographies
Glenn Ellis
Nipun Sehgal
Director, Supplier Management
USAA
[email protected]
CEO and Founder
Enlighta
[email protected]
Glenn leads an enterprise team of USAA Enterprise
Supplier Management professionals responsible for
establishing and delivering enterprise standards, tools,
processes and training for USAA’s Supplier Governance
framework. This framework enables the optimization of
third party provider value and risk while addressing
regulatory compliance considerations.
Glenn has held various sourcing roles throughout the
sourcing lifecycle within USAA’s Global Service
Delivery/Procurement organization. Prior to USAA,
Glenn was with EDS in leadership, consulting and
technical positions focused on ensuring maximum value
for clients and employees.
Nipun is the Founder & CEO of Enlighta; Enlighta’s solutions
have been deployed by global 2000 enterprises to simplify and
streamline performance management, risk management,
contracts compliance, relationship and financials management
across strategic supplier relationships.
Over the last 20+ years (including 10+ years at Enlighta), Nipun
has been involved with architecture, implementation and
deployment of enterprise grade web solutions and middleware
for Global 2000 clients.
His interests and focus areas are enterprise-class solutions and
platforms for complex, challenging and “big” problem areas that
remain unaddressed in enterprises.
Copyright © USAA 2014. All Rights Reserved.
Copyright © USAA 2014. All Rights Reserved.