Why do only a few of ICT transformations in service-oriented businesses like Care, Retail, Utilities, Finance and Telecommunications result in increased customer satisfaction and/or business value? Herman shares his learnings from 20 years in ICT management roles, and his vision for the future of the IT function.

1. THE END OF THE IT DEPARTMENT

2. AGENDA
GRP / GAS / MARKETING B2C – LTP 2018 – April 12th 2018 - Review L. Vivier 2
● The Company
● The Journey versus The Book
● The Learning

3. FROM LAMPIRIS TO TOTAL
3
3
2003-2009
Start up
phase
2009-2012
Strong
growth
2013-2016
Capital
increase
2016- today
Acquisition
by Total

4. International
Power & Gas SupplyDigitalization &
Customer
Knowledge
Downstream
Upstream

5. 5
THE JOURNEY

6. 6
THE START-UP
hapter 1

7. 7
GROWTH PAINS

8. 8

9. 9
MODERNISATIONS
Chapter 2

10. 10
THE BUSINESS

11. 11

12. 12
IT
as a
Customer Care Department
Chapter 3

13. CUSTOMER
ACTIVATIONNETWORK BILLING
IT OPERATIONS
PMO ARCHITECTURE

14. 14
104 Projects
+
Smaller increments
255 sprints
506 deployments
4/day
KEY FIGURES 2017

15. Titre de la Présentation – Lieu et Pays – Date Jour Mois Année 15
10% rollback

16. 16
Project = Cross-Functional Team

17. SCALING

22. ● They think it
● We build it
● They run it Business
Developers
OPS
Think
Build
Run
P
R
O
J
E
C
T

26. DISRUPTIVE PEOPLE
IMPACT

27. IQ

28. AQ | PCA Analysis
AQ

29. 29

30. projects
products
a ‘thing’ that serves the customer

31. projects
products
everyone’s special

32. Product squads
• We think It
• We build It
• We run It PRODUCT
Product Team
Think
Build
Run

33. MARKETING
AUTOMATION
SALES
AUTOMATION
SUPPLY
AUTOMATION
FINANCE
AUTOMATION
PMO - PROJECTS
CARE
AUTOMATION
Product squads sit in tribes
DEVOPS SUPPORT
move part of
business people
into IT
Product
but
still quite
technical
hapter 4

34. MARKETING
AUTOMATION
SALES
AUTOMATION
SUPPLY
AUTOMATION
FINANCE
AUTOMATION
PMO - PROJECTS
CARE
AUTOMATION
Product squads sit in tribes
DEVOPS SUPPORT
Product
but
still quite
technical

35. Tribe
Lead
Tribe Care Automation
Avatar designed by Sapann-Design / Freepik
Squad
Self Care
Squad
Mobility
Squad
Care View
Squad
Case Mgt
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
QA QA QA
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
Tribe
Architect

36. Tribe
Lead
Tribe Care Automation
Avatar designed by Sapann-Design / Freepik
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
QA QA QA
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
Squad Lead
Sol. Owner
Front Dev.
Back Dev
OPS
QA
API
Chapter
Squad
Self Care
Squad
Mobility
Squad
Care View
Squad
Case Mgt

37. Tribe
Care Automation
Q
A
Q
A
Q
A
Q
A
Q
A
Q
A
Q
A
Tribe
Marketing Automation
Tribe
Finance Automation
GDPR
Guild

38. Business Friendly

39. Tribe
Lead
(Tribe) BE Business
Avatar designed by Sapann-Design / Freepik
Squad
Digital
Squad
Assets
Squad
Content
Squad Lead
Sol. Owner
QA QA QA
Squad Lead
Sol. Owner
Squad Lead
Sol. Owner
Squad Lead
Sol. Owner
Squad
Brand/Research
BUSINESS
UNIT

40. Tribe
Care Automation
Q
A
Q
A
Q
A
Q
A
Q
A
Q
A
Q
A
Tribe
Marketing Automation
Tribe
Sales Automation
Digital
Guild
Tribe
BU BE Business
Q
A
Q
A
TIGER TEAM

41. 41

42. Good we have product squads …..
….. with good business interactions BUT still IT flavored …..
…. and still with semi silo minded businesses.

43. MARKETING
AUTOMATION
SALES
AUTOMATION
SUPPLY
AUTOMATION
FINANCE
AUTOMATION
PMO - PROJECTS
CARE
AUTOMATION
Product squads sit in tribes
DEVOPS SUPPORT
Product
but
still quite
technical
Chapter 5

44. MARKETING
AUTOMATION
SALES
AUTOMATION
SUPPLY
AUTOMATION
FINANCE
AUTOMATION
PMO - PROJECTS
CARE
AUTOMATION
Product squads sit in tribes
DEVOPS SUPPORT
Phase 5

45. MARKETING
AUTOMATION
SALES
AUTOMATION
SUPPLY
AUTOMATION
FINANCE
AUTOMATION
PMO - PROJECTS
CARE
AUTOMATION
Product squads sit in tribes
DEVOPS SUPPORT
Phase 5
one - stop shopping
all knowledge to think - build- run - partner
on a single product

46. Total GRP Marketing B2C IT Strategy
Next Step

47. 47

48. 48
Care Automation
Marketing Automation
Trading
MDM/BI
Sales Automation
Ledger
Billing Automation
Inventory
CU program
BILLING RELEASE TRAIN
MARKETING RELEASE TRAIN
CARE RELEASE TRAIN
• @THE SERVICE of ALL BU’s
• SCALE OF ECONOMY
• AGILE POWERED
• NETWORK OF TRUST
• INCLUSIVE:
SYSTEMS+PROCESS
• REPEATABILITY
A NETWORK OF EUROPEAN CAPABILITY CENTERS

49. Titre de la Présentation – Lieu et Pays – Date Jour Mois Année 49
A Core Product BU Specifics

50. 50
also this train left the station

51. 51
THE LEARNING

52. 52