Transcript Slide 1

Your Business Your Way
Visibility & Control – Managing a growing Professional Services Team
Alan Cross – Chief Operating Officer – Kerridge Commercial Systems Ltd
Where are my people and what the hell are
they doing????
Your Business Your Way
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© 2014 Kerridge Commercial Systems Limited
My role is all about….
Managing Expectations…
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© 2014 Kerridge Commercial Systems Limited
External Expectations
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
External Expectations
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
KCS Operations… My Objectives
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
About Kerridge Commercial Systems
1976 - 2002
2005
2010………..
The company started in 1907 as
a bicycle shop and expanded in
the 1920s into a motor car
selling business.
Automatic Data Processing, Inc.
(ADP) acquires both divisions of
Kerridge Computer Company
Commercial Systems and Kerridge
Automotive providing ADP with the
opportunity to enter into the
commercial distribution market place
in Europe.
After an MBO The Commercial Systems Division
ADP returned to private ownership and continue to
develop the K8 product.
The arrival of computerisation in the
company's motor car business in 1973
lead to the formation of Kerridge
Computer Company in 1976 - the first
2 customers are still customers to
this day.
Your Business Your Way
Oct 2011 Kerridge CS acquired TIS Software.
Based in Buckinghamshire, TIS supports an
extensive customer-base in the UK and also boasts
customers in Australia and New Zealand managed
through a local distribution partnership.
November 2012 Kerridge CS acquired datawright
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© 2014 Kerridge Commercial Systems Limited
Geography
Office Locations
UK
Ireland
Netherlands
South Africa
KCS supports
UK
Ireland
Netherlands
South Africa
France
Germany
Poland
Slovakia
Belgium
Nigeria
Zambia
Botswana
Namibia
Kuwait
Iceland
Mexico
Australia
Dubai
Authorised Distributor
ISL (Malta)
IT JunXion (Botswana)
Strategis(Australia)
CSME (Dubai)
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© 2014 Kerridge Commercial Systems Limited
KCS Growth….
300 Customers
35,000 Users
2012 with 11 new Customers
2013 with 12 new Customers
2014 with 20 new Customers
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© 2014 Kerridge Commercial Systems Limited
KCS Executive Management Team
Chief Executive Officer
Ian Bendelow
Chief Operating
Officer
Alan Cross
Sales Director
Duncan Smillie
Chief Financial
Officer
Nigel Bedford
Head of R&D
David Liddle
Your Business Your Way
Marketing
Director
Chief Technical
Officer
MD South
Africa
Integration
Director
Mike Beech
Martin Turbitt
Des Nangle
Trevor Loker
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© 2014 Kerridge Commercial Systems Limited
Kerridge Commercial Systems - Operations
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133 Staff
UK, SA, ROI, NL
Project Management (15)
Consultants (50)
• Application
• K8E
• Trading
• Financial
• CRM
• WMS
• BI & Reports
• Technical (hosting/WAN/VAS)
Capacity to deliver circa 14000 man days per annum
Support Department – Based in each location serving all customers
24/7 Application Support Available
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© 2014 Kerridge Commercial Systems Limited
So back in 2011……………….
► Can I have a forecast, please?
► Symptoms of trouble ahead?
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Everything took so long!
Double bookings
Rear view mirror effect
I was managing my business hand to mouth
I was a weak link in the Boardroom (Cost vs Revenue)
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…….The Project Managers were revolting.
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
Digging a bit deeper…
► Visibility:
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What is being worked on and by whom
When work is due to take place
How long the work will take and when it will complete
How well KPIs and targets are being met
► At the time the process was:
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Largely manual, non-integrated, using a variety of different tools and methods
Time consuming and labour intensive
Non standard – different methodologies were used across the KCS Group
► We needed to:
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Improve efficiency
Improve performance
Improve control
Implement global standardisation across the KCS Group
Implement a scalable solution that could accommodate future growth of personnel and workload
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
Doing nothing wasn’t an option
► Could not support current business
► Could not support scalability
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Organic
Acquisition
International Partners
► Needed to increase operational leverage within Team
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Administration
Operations
► Requirement grew to beyond Operations to include R&D
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
How we Selected the Product
Project Board assembled:
Key Users & Exec
Sponsor
Business Case
Final selection:
detailed functional checks,
requirements, proposals
Detailed product demos &
Cultural considerations
Market Investigations
Attended
Project Challenge
Suppliers short list
Assessments:
Against requirements,
usability, integration with
existing systems
Hydra unanimously
selected
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
Why we Chose Hydra – Top 5 reasons
Resource
Booking &
Scheduling
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API for
integration
No double bookings or overbookings
When can work be completed
Additional users
Additional operating groups
Merge into existing setup or be set up to operate the same way but independently
Custom data
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Reporting
Can scale with the Business
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Custom data
Resource Booking and scheduling
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Scalable
Easily add custom columns to the database
Can define & standardise key reporting data
Reporting
API to allow integration to other systems
Plus ….. I liked them.
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
Project Success
Planned
Understood
Impact
Project
Definition
Change
Management
Visible
Executive
Support
Software
People
Success
Quality
Project
Planning
Realistic
Process
Motivated
Skilled
Staff
Communication
Suppliers
Cost
Available
Internal
Control
Your Business Your Way
Customer
known
© 2014 Kerridge Commercial Systems Limited
How we Implemented Hydra
► GB Hungerford and IE Dublin PSG – March 2012
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Stage 1 - Time sheet completion
Stage 2 - Advanced Resource Bookings – direct
Stage 3 - Advance Bookings via Delegations
► ZA Johannesburg PSG – July 2012
► GB Bourne End PSG – August 2012
► Development – all teams – January 2013
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Stage 1 – Project and resource Planning
Stage 2 - Interface commissioned from Hydra to bring actual timesheet data in from the existing
Development Management system
► GB Washington office – PSG and Development – December 2013
► 218 user licences
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
How we Implemented Hydra
GB Bourne End
PSG Live
GB Hungerford
PSG Live
ZA Johannesburg
PSG Live
Development
Planning Live
Your Business Your Way
GB Washington
PSG & Dev Live
Development
Timesheets Live
© 2014 Kerridge Commercial Systems Limited
Benefits of Hydra
End-to-end process
One central system
for all
Global consistency
Information capture
Reporting
Supports
billing
Visibility of
Resources
Visibility of work
delivered
Revenue
visibility
Prevent booking
clashes
Move bookings
easily
Time savings &
efficiency
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
Some Tips….
► Don’t overstretch. Software Companies will want to you to exploit all the software.
Start slowly and measure your progress.
► Have an owner. Pick someone with a passion for the work. Create PMO.
► Big Brother? Well actually, yes. – Don’t be afraid to say it!
► Beware of reporting overdose. Stick to the key stuff
► Select software that suits your culture & stick with it
► Do a 12 month audit. Get your supplier in again to review where you are.
► Don’t be afraid to talk to other users even if they aren't in your market
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
So now in 2014……………….
► Can I have a forecast, please?
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Yep, real time across my business and its accurate to +/- 5%
► Symptoms of trouble ahead?
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Everything took so long!
• We believe we will be able to manage a 55% uplift in bookings without adding headcount
Double bookings
• Zero, nula, nullis, nulle & nul
Rear view mirror effect
• Looking both ways now – focus on the front
I was managing my business hand to mouth
• Performance visibility & supporting all recruitment decisions
I was a weak link in the Boardroom (lets play guess the numbers!)
• Hydra now providing me with the BI & supporting information to confidently represent Operations
• Ready for the adventure ahead!
…….The Project Managers were revolting.
• They’re still pretty revolting but they are a lot happier!
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited
Thank You ….
Now it’s your turn
…… Any Questions?
Your Business Your Way
© 2014 Kerridge Commercial Systems Limited