World-Class excelllence model: Project Management practice unification in a diverse-culture organization

1. Nombre Conferencista
Empresa
PMI® is a registered trade and service mark of the Project Management Institue, Inc.
WORLD-CLASS EXCELLENCE MODEL:
PROJECT MANAGEMENT PRACTICE UNIFICATION
IN A DIVERSE-CULTURE ORGANIZATION
1
Hernan Ortiz, MBA, PMP
Carvajal Technology & Services
Bogota, Colombia
November 1-3, 2012

2. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Agenda
• Carvajal IT & Services
• Background
• Transformation Paths
• Our Excellence Model
• Reference Models
• Our Journey Roadmap
• Lessons Learned
• Questions
2

3. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Carvajal IT & Services –
Integrates business solutions in Latin American
Transforms client development with practice-model driven ITO & BPO
Retail
Health
Government Education Industry
Business Process Outsourcing (BPO)
Infrastructure Technology Outsourcing (ITO)
Applications (SWF & Integration)
Network Services (CRM & SCM)
Financial
Who We Are

4. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Product & Technology Expertise
Software Development
Infrastructure
BPM
Mobile Technology
and More!
Financial Strength
US$261M Revenue
(Dec. 2011)
Robust Customer Base
20,000 across various sectors
Latin American Presence
Presence in 5 countries
Operations in 12 countries
Long-term Trajectory
15+ years in the IT sector
Quality Policy & Best Practices
PMI & ITIL
CMMI DEV
COPC
eSCM-SP certification
ISO 9001 - 14001
OHSAS 18001
The 2011 Latin American Outsourcing Summit®
Las Américas Global Resort and Convention Center ● Cartagena, Colombia ● May 26-27, 2011
Who We Are

5. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Since 2008, Carvajal IT & Services has redefined itself as a Major Player
in outsourcing via acquisitions & key divestments
Existing Consolidation, Transformation and Stabilization processes
Goals met through Quality Policy
Merger:
- Integrar
- IBC
- FESA
Levicom
Papelera
C.Security
Servinte
Carvajal IT
Areas
C. Consulting
Axioma
Marketing and
Communications
Fulfillment
Management
C. Security
Merpro
Carvajal
Services
(shared
services)
Valores- Plasticar
Contact
Center
Americas
2007 2008 2009 2010 2011 2012
Acquisitions
Splits
Background

6. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
• Corporate-wide BSC & Hoshin Kanri
• ISO9001 since 1994 in Colombia
• Customer Satisfaction Measurement
• CMMI-DEV initiatives in software factory & Servinte
• ISO20001 - IT Service Management
• ITIL training
• Corporate-wide PM Practices since 2003
• PMP corporate program
• eSCM-SP BPO initiative
• Six Sigma training
Background

7. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Background (Oct 2009)

8. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Systems
Structure
Processes
Technology
Appropriation
Adoption
Positive
Perception
Understanding
Commitment
Organizational path
Human talent path
Change
management
Project vision
Strategy
Awareness
Contact
Transformation Paths

9. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Today Vision
Miscellaneous informal BU Processes Institutionalized processes to bolster
an effective work environment
High employee turnover and high re-
works
Manage Employee Satisfaction and
Resource Optimization
Unstructured Customer
Communication Channels
Holistic Customer, Provider and
Stakeholder Relationships
No Projects or Process Assets Certified QMS (ISO9001, ISO20001,
CMMI L3)
Poorly Written Contracts Clear contracts with Well-defined
Requirements & SLAs
Unstructured Strategic Efforts Single Global Initiative aligned with
Strategic Plans
Transformation Paths

10. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
The Carvajal IT&S Excellence Model
Multi-model global initiative (PMI, ITIL, CMMI, eSCM-
SP, ISO):
 Target strategic needs
 Seek continual improvements processes
 Establish global best practices
 Ensure excellence business results for customers, partners and
shareholders

11. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Copyright © 2012 IAOP. All Rights Reserved.
The Carvajal IT&S Excellence Model

12. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
BENEFITS
Illustrate BU value to team with across-the-board process
Obtain repeatable project-success results
Upgrade services and product quality for customers
Reduce Risk in long-term contracts
Enhance stakeholder management
Unify multiple on-going improvement schemes
Effectively meet customer needs & contracts with measurable processes
Build up certification that adds value and international recognition to BUs
Improve response time & productivity
Shorten time cycles
The Carvajal IT&S Excellence Model

13. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Reference Models

14. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Develop Personnel Skills
Ensure Excellence for our Clients &
Performance in our Services
Improve & Ensure the Performance
of our Support Units
Global Definition & Standardized Processes
Commitment to adhering to Best Practices
& Excellence in our Services Establish & Keep Stakeholder Trust Support Business
Competitiveness
PMI, eSCM, ITIL and CMMI Contributions to our Model of Excellence
Reference Models

15. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Copyright © 2012 IAOP. All Rights Reserved.
Journey Roadmap
Set
Context
Build
Sponsorship
Charter
Infrastructure
Characterize
Current &
Desired States
Develop
Recommendations
Set
Priorities Develop
Approach
Plan
Actions
Create
Solution
Pilot/Test
Solution
Refine
Solution
Implement
Solution
Analyze
and
Validate
Propose
Future
Actions
Stimulus for Change
Initiating
Diagnosing
Establishing
Acting
Learning
SM IDEAL is a service mark of Carnegie Mellon University.
IDEAL
SM
Model

16. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Process Analysis
(As Is)
Current process
Evaluation
Process Design
(To Be)
New processes
Implementation
Process Action Teams
(PAT)
Journey Roadmap
Project Life Cycle

17. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
1st ITERATION
2nd ITERATION
3rd ITERATION
4th ITERATION
5th ITERATION
Processes
Business Units
Change Management
Journey Roadmap

18. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
1st Iteration
Process Management
SLA Management
Capacity Management
Requirements Engineering
Sales
Quality Assurance
Project Management
Configuration Management
Journey Roadmap

19. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
19
Escuela

20. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Creating the
Guiding
Coalition
2
Developing a
Vision &
Strategy
3
Establishing a
Sense of
Urgency
1
Creating the
Environmental
Conditions for the
Change
6
Generating
Short-term
Wins
Communicating
the Change
Vision
4
Empowering
Employees for
Broad-based
Action
5
Committing the Entire
Organization
Anchoring
New
Approaches in
the Culture
8
Consolidating
Gains &
Producing
more Changes
7
Maintaining the
Transformation
Leading Change - John Kotter

21. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
• Change Management is fundamental to the Project and the
sustainability of Project results
• Strategic Corporate Alignment preservation is a must
• Senior Management Sponsorship ensures transformation and
resources
• Results Early On drive momentum and enthusiasm
• Change Networks foment global scope
• Reference Models are a good start, but no more than that
• On-going Improvements must be backed by commitment
• Visible across-the-board Leadership is key to disclosure,
commitment and setting an example
• Single-minded Intensely Focused Efforts give better results
Lessons Learned on this Project

22. PMI® is a registered trade and service mark of the Project Management Institue, Inc.
Questions?
22