© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 August 15th, 2012 BP & IA Team

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Produce scalable and replicable method to continuously conduct design verification  Starting with CRM, it can be applied to other areas Increase organizational memory and transparency Preserve and connect tacit knowledge within Corporate Affairs Improve efficiency of team members Link learning to collaboration and business process optimization

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Produce a structure to represent information where complex relationships can be visualized Facilitate change management and assist with user training Support production release coordination and impact analysis

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Produce consistent knowledge maps and models Produce standardized process for analysis and feature enhancement Connect NetAcad data model to core business processes and business rules Q4 Pilot development engaging part time analysts in a well guided process

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Knowledge Management :Capture, Share, Transfer Detailed Related Business Process Models Develop Formalized Business Rules Produce CRM Structured Business Vocabulary Assess alignment of various components Produce CRM related design verification report Produce CRM Related Storyboards with Audios Dynamic and Collaborative CRM Knowledge Repository

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Locate Information Put in Context Put in Context Organize Classify Collect Related Information Store Publish Share Knowledge Hostage

Cisco Confidential 7 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 8 Integrating information from diverse sources  Continuous Interaction with Process Owners and Subject Matter Experts  Access to Online Tools/Platforms, Wikis, SFDC Environment, Business Rules, Business Requirements, Process Steps, Logical Data Model, Meeting Recordings etc. Reconciling data into work processes Data Analysis  Understand Links Existing Among Various Components Optimize information usage by managing change among people, processes, and systems A Collaborative & Iterative Process

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Template UsedExample Participants Details Minutes Action Items

Cisco Confidential 10 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 11 Process Diagrams Translated Into CRM Related Process Steps Diagrams Shared with Process Owners & SMEs for Feedback Modification of Diagrams Identify steps for each process Highlight environment in which each step takes place Capture entities involved in different steps Links are added to join two or more process diagrams Clarification of un-clear policies Healthy dialogue initiated when inconsistent information is provided by different SMEs An iterative process

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Work is standardized through continuous communication and coordination among team members, Standardization documents are put in place and act as guiding principles for everyone to follow.

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Example of Role – NetAcad Rep Example of Environment - SFDC MBR refers to Business Rules which are enforced at each stage

Cisco Confidential 14 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 15 Cross-Checking Process step Alignments Business Rules Business Requirements Goal is to identify difference between process steps and each of the above Outcome is a list of areas that need research, analysis, roadmap planning SFDC Implementation Logical Data Model 4 4 Differences are being handled, communicated and resolved through JIRA tickets

Cisco Confidential 16 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 17 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 18 Outcome is: well structured, logical and simple business rules Should include subject, action and policy

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 MBR # identifies business rules. Also indicated on process models

Cisco Confidential 20 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 21 Program Type Program Institution Offering Education Level Institution Role Education Level Logical Data Model SFDC Implementation

Cisco Confidential 22 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 23

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24

Cisco Confidential 25 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 26 Centralized database for Business Vocabulary Everyone can search for definitions Importing Biz Vocabulary produced by different teams Everyone can add a new Business Term and ask for definition or approval External website can be created for SMEs that don’t have access to SFDC Results can be shared by Excel files

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 Process Diagrams Business Rules Documents Go Through Identify NetAcad Related Business Terminology Locate Business Definition in Input Files & Documents Input Document & Files are: process diagrams, business rules documents, meeting recordings, SFDC platform, existing vocabulary spreadsheets & documents Create JIRA Tickets Live Dynamic Knowledge Library Capture Business Meaning Outcome is to produce set of structured business vocabulary that is well organized and clear (validated by NetAcad business owners) When needed JIRA tickets are created to help address questions and clarify issues

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Each team has different vocabulary. It sounds like a foreign language to other teams.

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 All terms integrated in one application. Easily searchable with search bar on top. Able to create reports with current glossary items. Indicates which user has contributed to the list or modified any term.

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Business vocabulary team populated over 480 vocabulary records in 6 weeks Centralized database for Business Vocabulary: Everyone can search for definitions Importing Biz Vocabulary produced by different teams Everyone can add new Business Term and ask for definition or Approval External website can be created for SMEs that don’t have access to SFDC or can be shared by Excel files Improves Knowledge capturing and sharing

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31

Cisco Confidential 32 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 33 Example of Material Produced SFDC Online Help

Cisco Confidential 34 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 35

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37

Cisco Confidential 38 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 39

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40 A set of knowledge documents to support the following teams and initiatives Genesis Internal Training / Change Management Global Support Help Desk EDS Team & Transactional Reporting NetAcad’s Legal /Ops Global Quality Management Solution deployment

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41 Liferay Canvas VDS

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 Assess & Validate Scalable & Replicable Methodology Produce Storyboards & Training Material Produce Structured Vocabulary Validated by SMEs Develop Formalized Business Rules Correlated CRM Aspect of the Original business requirements with related business processes Correlated CRM Aspect of the Data Model with the Related Business Processes Assessed the Alignment of Various CRM Components Develop detailed CRM related Process Models Synchronized Activities with Product management Road Map and Functional testing group Collected, captured and integrated CRM related knowledge from multiple sources

Thank you.