1. Srikanth Srigiri Magdelene Sona Amarnath Suggu
Delivery Excellence in a Large and Complex Business Transformation Program
Delivering Excellence through Project Management
Srikanth Srigiri
Magdelene Sona
Amarnath Suggu

2. Business Context Business Objective Program Expectations
The Customer is a global insurer and embarked on a major business transformation program to streamline the sales and operation processes. An “Agent Engagement Platform” to be built on cutting edge technology to drive premium growth by providing market leading functionality, improved productivity and enhanced UX.
Business Objective
Program Expectations
Transform and streamline the sales and operation processes
Increase ease of doing business with agencies
Provision for expanding the product for large user base across various LOB’s and Geographies
Build one stop shop sales system with end to end CRM capabilities
Ability to access the application on desktop and mobile devices
Responsive UI and Intuitive UX design
Accelerated development with multiple user rollouts

3. High-level Program Schedule and Process
Release 1.0 6 7 8 9 10 11 12
Year 2 1 2 3 4 5
Year 1
Year 3
Release 1.1
Release 1.2
Release 1.3
Release 1.4
Release 1.5
Requirements
Legend:
Design, Construction and Testing
Production Release
Direct capture of requirements
Requirements
Out of the box capabilities
Design
Iterative development
Construction
Continuous Integration and Automation Testing
Testing

4. Challenges / Critical Success Factors
Leverage of delivery accelerators
Iterative development
Multi-layered governance
Robust QA framework
Dedicated UI/UX team
Contextual inquiry and Functional ideation using Six Thinking Hats methodology
Leverage of Domain services and CoE groups
Encouraging certifications
Partnership with local vendor
Dedicated language support team
Hiring of bilinguals / native Japanese
Language trainings
Understand and sensitize cultural differences
Japanese Language and Culture
Artifacts / Communication in Japanese language
Delayed decision making/sign-off process
Domain & Technology Capabilities
Japanese insurance market knowledge
COTS product experience
Legacy System knowledge
User Experience
Intuitive System Design
Delivery Commitment
Stringent timelines
100% Quality

5. Project Management Best Practices
One Team Approach
Multi-layered Governance
Early Feedback Mechanism
Improved Communication
Leverage of COTS product
Responsive Web Design
Iterative Development
Multiple Rollouts
Language Barriers
Decision Making
User Experience
Reviews & Sign-off
Continuous Integration Testing
Test Matrix and Exit Criteria
Automated Test Data Creation
Automated Regression Testing
Japanese Culture & Customer Expectation
Quality Assurance
Accelerated Delivery
Communication & Collaboration

6. Reusability Potential
Delivered platform can be leveraged across various LOBs with minimal configuration changes
Flexible Enterprise Class Structure, Data Models and UI Localization Wizards enable the application for multi-geography roll out easily
The architecture and non-functional requirements created as part of Release 1.0 were reused in other releases as well as other applications without any major changes
Customized and standardized the “direct capture of requirements” methodology offered by COTS product to expedite the overall requirements gathering
User Experience (UX) team created reusable methodology and templates for Contextual Inquiry and Functional Ideation to provide recommendation for user experience improvements. The icons, graphics and other branding guidelines are also reusable
Various reusable tools and utilities like Static Code Checker, Data Profiler and Test Data Generation were created to increase productivity
Cross-LOB Leverage
Multi-Geography Rollout
Architecture
Requirements
Capturing
UI/UX Guidelines
Solution Accelerators

7. Summary Application Delivery Program Management Best Practices
End Result
220+ business use cases
5,000+ unique test cases
125+ FTE peak size
64,000+ person days of effort
2 years of program execution
6 major development releases
15+ rollouts for 150K business users
0% schedule slippage
2% effort slippage
Japanese Culture and Customer Expectation
Communication and Collaboration
Accelerated Delivery Options
Effective Quality Assurance
Templates, Tools and Techniques
Seen as “Market Differentiator” compared to other agency management systems
An intuitive system that is easy to use with little or no training
New system provides market leading new functionalities
Customer has successfully migrated users from the legacy application leading to multi-million dollar savings per annum

8. Why at PMI? The Only Source of Knowledge is Experience.
- Albert Einstein
The knowledge gained through experience in executing a complex transformation project should not be contained in the minds of a few and hence we want to share the learnings to all Project Management community