Transcript Document Center as a Knowledge Management Tool

© 2005 - Proprietary and Confidential Information of Amdocs
Managing Content and
Business Processes in
Amdocs Learning Services
Presenter: Jonathan Shmukler
Topics
Background
Content Management
Business Process Implementation
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Amdocs Learning Services
Amdocs Learning Services (AMLS)
provides Learning and Workforce
Readiness services to a variety of
internal and external customers
Approximately 170 AMLS employees
worldwide
AMLS provided 43,297 days of
training in 2005 to 9,127 production
employees (internal only)
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AMLS Sites
Israel
Haifa
Hod Hasharon*
Raanana
Negev
Canada
Toronto
Montreal
Europe
UK
Germany
Prague
USA
Atlanta
Champaign
Sacramento*
St Louis
San Jose*
Brazil
Cyprus
India
* AMLS development sites
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AMLS Realignment Process
As a result of organizational changes within
Amdocs, AMLS also carried out a realignment
process
The objectives of the new AMLS structure are to:
Improve customer centricity (especially internal
customers)
Improve efficiency
Support growth of the company
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AMLS Pre Alignment Structure
Products
Testing
Managerial
Professional
Customer
Facing
Customer
Facing
Customer
Facing
Customer
Facing
PMO
PMO
PMO
PMO
Material
Development
Material
Development
Material
Development
Material
Development
Content
Management
Content
Management
Content
Management
Content
Management
Rollout
Rollout
Rollout
Rollout
QA
QA
QA
QA
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AMLS Post Alignment Structure
Customer Course
Facing Execution
Knowledge
Centers
Operations, supporting systems
& infrastructure
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Post Alignment Challenges
New roles & responsibilities
New business processes
Focus on cross-group processes & handovers
Audit and control of processes
Content management
Consolidating knowledge onto a single platform
Accessible to all users worldwide
Unified supporting systems
Transparency for all users
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Topics
Background
Content Management
Business Process Implementation
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Content Organization & Access
Approximately 400 courses available in the AMLS
Course Catalog
Categories include products, managerial, testing, tools
& technology, industry, etc
How do we ensure that all content is centralized and
managed on a single platform?
What courses are available for each product?
Is every course portfolio standardized?
Where is the latest version?
What should be printed for internal vs. customer
courses?
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Document Management Solution
Documentum was implemented in Amdocs at the
end of 2005 to provide a consolidated content
management platform
Known internally as Document Center
Document Center provides a highly secured
document workspace for each account and
corporate unit
AMLS designed and implemented a unique DB
structure for content management
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AMLS Cabinet Structure
Central repository for all generic
course material
Development Environment for
future courses
Ongoing sales activities and
reports on customer activities
Customized projects for internal
and external customers
Standard AMLS templates for
PowerPoint presentations, Word
documents, Proposals, Agendas,
feedback, etc
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Content Management
Creation & maintenance of ‘Course Catalog’ in
Document Center
Standardized course portfolio structure across all
groups
Functional, technical, managerial, testing, etc
One source of knowledge
Intuitive interface & structure for quick searches
Version control of course material
Separation of development and ‘production’
environments
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Course Catalog Structure
Product Group
Product
Course
Course
Catalog Root Folders
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Course Portfolio Structure
Course Design Document,
Catalog Change Request,
Instructor guidelines
Presentations, exercises,
solutions, demonstrations,
walkthroughs, etc
Course measurements such
as feedback & tests (testing
phase)
Environment setup
instructions, database dumps,
scripts, etc
Links to course material that
should be printed for course
execution.
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Topics
Background
Content Management
Business Process Implementation
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Business Process Challenges
Changes in AMLS structure created several new
cross-group processes
Clearly defined workflow and handover between
groups is critical
All stakeholders need to share the same ‘work
object’ or ‘work space’ when dealing with training
requests
The process needs to have an audit and control
mechanism to ensure efficiency
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Using Document Center to Support Processes
It was decided to use Document Center to manage
training request processes
Allows us to maintain all relevant material related to
a training request in one location
Requests are visible by all stakeholders through one
consolidated platform
Status and workflow of the request can be monitored
Currently handled manually (next release will introduce
automated workflow & business rules)
Automatic audit trail
Create, edit, view, email, etc
Built in reporting & search capabilities
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FastTrack Request Process
FastTrack request process was introduced to
handle ‘basic’ requests for internal training
FastTrack prerequisites:
Internal customers only
Out of the box (OOB) courses
No customization required
Maximum of 3 courses per request
Delivery is to a single audience
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Process Stakeholders
Amdocs Learning Business Partners (ALBP)
Responsible for all customer facing activities
Define training solution
Resource Allocation (RA)
Allocation resources for the request
Instructors, environments, classrooms, etc
Rollout (RO)
Execution of scheduled training
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FastTrack Business Process
Customer
Request for
Training
Y
Schedule
Approved?
N
ALBP
Create new
Request
request
Get schedule
approval
Update
request details
N
Orig. req
Resolved?
N
Y
Notify RA
Notify RA
Notify Rollout
Notify Rollout
Notify Rollout
Notify LBP
RA
Allocate
Resources
Notify LBP
N
Rollout
Execute
Course
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Class req
exist?
Y
Class
Starts
Cancel
Class
Process Components
Common workflow object
FastTrack Request Form (FTR) that is created and
managed by the various stakeholders
Common workspace
Document Center
FTRs are stored according to requesting customer
User activities
Performed only through Document Center
Creating, editing, mailing, and closing the request
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Request Life Cycle – Status Codes
Code Description
Responsibility
00
New request received from CF
CF
10
Request returned or rejected (*optional)
PMO, Rollout
15
Request updated by CF (*optional)
CF
30
Request in scheduling by RA
RA
40
Schedule completed, awaiting CF approval
RA
50
CF approved, Handed to Rollout
CF
90
Course completed
Rollout
99
Course cancelled (*optional)
Rollout
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FTR Folder Structure in Document Center
Internal project folder is
broken down according to
Amdocs internal structure
Every training request is stored
according to the internal
organizational unit that requested
the training
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FTR Requests per Customer
Status of request
Location
Requested start date
Request ID
[status] _ [course] _ [location] _ [mmmyy]_FTR
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FTR Activities
All FTR activities are performed in
Document Center only
All handovers between AMLS groups are
done via weblinks
Automatically logged in the system
Request number & name
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Audit & Control
Document Center automatically logs every activity
performed on a document (FTR)
Create, edit, email as weblink, view, etc
This allows a user to track the history of the
request as it moves through the life cycle
Measure response time of each group in the process
Overall response time
Identify bottlenecks in the process
Track load on AMLS employees
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FTR Searches & Reports
Each user can save personalized searches in their
home cabinet
Provides up to date status of requests per user’s
search parameters
Owner, status, location, customer, etc
Results can be extracted to excel
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What’s in the Pipeline?
Introduce Customer FastTrack
Develop process for ‘complex’ requests
Multiple courses – training tracks
Multiple competency centers
Heavily customized training
AMLS will be the first group in Amdocs to pilot
Document Center life cycle and workflow
mechanisms
Automate most of the FTR process
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Questions
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© 2005 - Proprietary and Confidential Information of Amdocs
Thank You
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