How to gain Agility,Transparency andbetter Servicetmforum live! 2015Nice, June 3rd 2015

AgendaCapgeminiFacts & figures

The ImplementationAgile approach with fast feedback cycles

VodafoneFacts & figures

The ProjectE2E Overlay for enterprise customers enabled business

TakeawaysBenefits and lessons learnt

VodafoneFacts & figures

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What characterizes us• Vodafone Group: established in 1984 in Newbury, United Kingdom• Vodafone is one of the world’s largest telecommunications companies and provides a range of

services including voice, messaging, data and fixed communications• Stakes in mobile operations in 26 countries,

partners with mobile networks in 55,and fixed broadband operations in 17 markets

• A total of about 446 million mobile customersand 12 million fixed broadband customers around the world

• A global employer of approximately 91,000 people• One of the largest companies in the world• Second most valuable brand in Europe

• For more information, please visit: www.vodafone.com

Globally at home. Infinitely active.

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Everything from a single source

Implementing the vision “Digital Vodafone Germany” – pioneers of the mobile world

Vodafone Germany• Integrated communications group offering mobile radio,

fixed network and broadband services,mobile data services and TV from a single source

• 14,000 employees• Sales revenues: € 11 billion• Approximately 45 million mobile and

fixed network customers• Roughly 25 percent of Vodafone

Group‘s earnings

CapgeminiFacts & figures

Revenue by business Revenue by industry

Operating margin : € 970 million Operating profit : € 853 million Profit for the year attributable

to shareholders : € 580 million Net cash and cash equivalents : €1,218 million

Capgemini - A strong group (2014 full year)Revenue 2014: €10,573 million Cap Gemini S.A.” is a member of the CAC40,

listed in ParisISIN code: FR0000125338

Note: Our brand name is “Capgemini” but the nameof our share on the stock exchange is “Cap Gemini S.A.”

4%

56%26%

15%

ConsultingServices

ApplicationServices

LocalProfessionalServices

OtherManagedServices

Energy, Utilities &Chemicals

FinancialServices

Others

Public Sector

Telecom, Media &Entertainment

Customer Products,Retail, Distribution &Transportation

Manufacturing,Automotive & LifeSciences

12%

22%5%

22%

8%

17%

14%

7

Capgemini - 40+ countries and 120+ nationalities(As of December 31, 2014)

Almost 145,000people worldwide

NorthAmerica10,384

Latin America10,268

Europe62,035

Middle-East &Africa1,164

Asia-Pacific59,792

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The ProjectE2E Overlay forenterprise customersenabled business

Vodafone: Excellent connections for companiesThe Challenge: support dedicated Enterprise Business processes for best customerexperience

Relevant Growthfor years

BusinessTransformation

ongoing

IT-Strategysupports

Transformation

10

Vision of ChangeDigitalizing customer requests & orders will drive the excellence of our lifecycleprocesses

CommercialFulfilment

TechnicalFulfilment

Product Portfolio& Product

Specifications

Product Portfolio& Product

Specifications

Customer Data &Sales AssignmentCustomer Data &Sales Assignment

Standard PriceStandard Price

AvailabilityInformationAvailabilityInformation

Sales Management

CleanDigital

Request /Order

Transitions toCustomer Lifecycle(Online, Cust.Care)

User ProfileUser Profile

Offer Configuration /Guided Selling

Generate CleanRequests

CommonEnablerin Place

RequestOrchestration Run

Online Self Service

Cross-Channelautomation ofcustomer care

workflows,interaction and E2E

processes

Transparent andproactive technicalSLA and incident

management

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Customer getsproduct faster

Customerexperiences“First Time

Right”

Customer isunderstood and

informed

Customer getseasy buyingexperience

• 360 view on customer in Sales and Service – know customers situation and needs• Offers focused on customer‘s needs• Cross channel service journey & cross chanel status information

• Significant increase in number of orders and requests without errors and clearings• Offering of feasible products only

• Significantly quicker fulfilment of customer‘s orders and requests• Elimination of manual interfaces and workarounds• Increased sales efficiency

• Clear presentation of product portfolio and intuitive guidance for offer & orderconfiguration

• Fully automated and paperless end-to-end processes• Transparent end-to-end orders and trackable end-to-end SLAs

SELL BUILD RUN

Impact on Customer ExperienceImplementing the vision “Digital Onboarding” will lead to superior customerexperience

12

Enterprise IT - general approach IT ArchitectureFrom initial situation to future mode of operations.

0. Initial Situation• Legacy dominated• Enterprise Business based on Consumer• Multiple systems / manual interactions

1. Enablement• Process oriented frontends• End-2-End approach• Business Process Management enabled

• Frontend stable and decoupled• Core function separation• Optimization / Replacement

2. Decomposition

3. Endstate• Roadmap to Target• Optimization / Replacement completed• Reuse of capabilities and overlay

• Incremental Strategyto supporturgent needs

• Limited risk

• Decoupling supportsmost futureoptions for legacy stack

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The ImplementationAgile approach withfast feedback cycles

• Tough time schedule– Fast business benefits (customer experience) expected

• Align with stakeholders from multiple divisions– Operational departments with different working models– External partners– IT– Business stakeholders

• Integrate into Local IT Systems– Automated interaction with– Provide secure access for internal departments and external partners

Challenges for the Implementation

15

Solution overviewCase Management System as core of the solution

16

Design sessions in fixed cyclesEnforces design results in reliable time horizon

17

Mo Tu We Th Fr

WS PBprep approveprep

Mo Tu We Th Fr Mo Tu We Th Fr Mo Tu We Th Fr

rework finalize

Mo Tu We Th Fr

2 weeks fixedcyclesEvery two weeksa new cycle starts

WS PBprep approveprep rework finalize

prep

InterleavedstreamsTwo parallelstreams with 1week delay. WS PBprep approv

erework finalize

WSprepprep rework ...

EfficientOnly one team on

Vodafone sideneeded

approveprep

approveWSprep

PB WSPB

WS: Workshop – PB: Playback session

Time schedule for Release 1Very fast start secured the overall time schedule

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Month 1 Month 2 Month 3 Month 4 Month 5

Stream AStream B

IntegrationStart parallel to Sprint3

UsersOperations

4 ½monthsAcceptance

With realusers

DesignIn 2 interleavedparallelstreams

ConstructionStart after 2weekswith offshoreteam

Sprint 1Week

6

Sprint 2Sprint 3

2x

TakeawaysBenefits and lessonslearnt

• All possible cases modelled• Enablement for ongoing transformation• Foundation for step-by-step automation

Cornerstones of our project Benefits forour Vision

20

CustomerExperience

&Business Case

DigitalAgenda

Foundationfor BPM

• Improved customer experience• Efficiency improvement / First-time-right• Time-to-market through configuration

• Structured approach to complete digital agenda• Create convergent customer centric view• Improve organizational efficiency by E2E

approach

Key takeaways

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Every long way starts with the first step Use of tmforum material speeds up the process and provides foundation for

collaboration among partners First think and prepare then act Timeboxed design cycles ensure reliable start of implementation Quick result satisfies business users / partners Agile approach with many benefits but be careful if interfaces are developed based on

releases

Contact

Jens FudickarHead of Enterprise BPM CompetenceGroupVodafone Germanyjens.fudickar@vodafone.com

Dr. Andreas LampenHead of Business TechnologyTelecommunication, Media &EntertainmentCapgemini Germanyandreas.lampen@capgemini.com

Thank you.

Enterprise Business IT-OverlayOverlay allows customer and user oriented seamless processes

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Customer Self CareCustomer Self Care

Solution CatalogueSolution Catalogue

Local Customer HubLocal Customer Hub

BPA – Business Process AutomationBPA – Business Process Automation

DigitalOrderDigitalOrder

ProductsProducts

Customer DataCustomer Data

Lead &Prospect

Mgmt.

Lead &Prospect

Mgmt.Digital

ProposalDigital

Proposal

BUILDSELL RUN

BillingBillingOpportunity

Mgmt.Opportunity

Mgmt.Comm.

FulfillmentComm.

Fulfillment

InputManagement

InputManagement

CaseManagement

CaseManagement

CustomerCare

CustomerCare

Order &Contract

Mgt.

Order &Contract

Mgt.ServiceConfig.ServiceConfig.

IncidentMgt.

IncidentMgt.

ServiceMonitoring

ServiceMonitoring

OnlineBillingOnlineBilling

AvailabilityCheck

AvailabilityCheck

TechnicalFulfillmentTechnicalFulfillment

ServiceManagement

ServiceManagement