Governance and COE:

Key Components of a
Successful Business
Transformation
Matt Evans Kevin Flowers
Enterprise Strategy Technology
Salesforce Executive
Salesforce

Brought to you by Salesforce Cloud Services

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The Age of the Customer
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best practices and experts at Data-driven insights
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We engage at a level that is appropriate for your business

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Success
Level of Complexity

Consultative
Success Innovation &
Accelerated Transformation Center
Success
Advisory Experience Design

Accelerators Mission Critical Support Strategic Projects

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Level of Ambition
5 Insights to Governing
A Modern Enterprise
Scaling Your Innovation

Kevin Flowers
Innovation & Transformation

kevin.flowers@salesforce.com
@flowersk
Kevin Flowers
Innovation and Transformation

Background:
• 24 years business
• Specialize in Enterprise Strategy
• CTO - Coca-Cola Enterprise
• Global IT - Colgate-Palmolive
Personal:
• Live in Atlanta, Georgia
• 2 Daughters
• Hobbies: Aviation, Running
• Auburn University

Strategy | Innovation | Mobile | Cloud | IoT | Architecture

You are Empowered !!
1 Roles and Responsibilities
SALESFORCE PLATFORM STRATEGY COE Platform Leadership

Technical Architecture Leadership Technical Architecture Manage Org Strategy Source Control

Business Stakeholders Backlog Prioritization Steering Committee Roadmap

ENTERPRISE PROJECT – PROGRAM or INITIATIVE TEAMS

FUNCTIONS Initiative One Initiative Two Initiative Three Different Org
Master Data & Information Project Owners

Integration Certified Developer

User Experience Analyst – Business

Change Mgmt.
Enterprise Security
System Admin
Support Functions

SCALE & GROWTH

2 Business and IT Alignment Interaction
3 Cadence

Daily

2–4
Weeks

Agree on Start Prioritize Architect Deploy

Requirements Backlog
Develop, Test, Accept
4 Enablement
5 Headroom for the Unknown
(Platform + Iterations)
= Insights & Opportunity

Penicillin Discovery
Alexander Fleming Accidental
5 Insights to Governing a Modern Enterprise.
1
Roles and Responsibilities
Provide clarity with regard to who has what responsibilities.

2
Business and IT - Interaction
Create structure so Business and IT start working closer together.

3
Cadence
Establish a consistent timeframe for releasing new business functionality.

4 Enablement
Set a world class standard of maximizing skills.

5 Headroom for the Unknown

Create opportunities for your organization to go beyond what is thought possible.
Center of Excellence
Scaling Your Innovation

Matt Evans
Enterprise Strategy

mevans@salesforce.com
@mattsmessage
 Matt Evans
Enterprise Strategy

Background: Personal:
• 12 years business process consulting, MBA • Live in Utah
• Specialize in COE, Governance, Adoption • 5 Children

• Salesforce Admin of the Year, 2008 • Hobbies: 5 Children

• Cubs Fan
COE Maturity Model

Innovation
- Integration
- Rapid Prototyping
- Ideation
- UX Design
Alignment - Data Science
- Sponsorship - Monitor & Adjust using
Amount of Innovation

- Unified Roadmap Data

- ROI Tracking
- Architecture
- Adoption Support
Agility
- Process
- Change Control
- Org Strategy
- Knowledge Sharing
- Global vs BU Functions
Managed Capabilities - Business vs IT roles

- Standards - Releases
- Governance - Resources
Ad Hoc - Security - Environment
- Disparate approaches Strategy

Transformation
Chapter 1 Chapter 2 Chapter 3

The People The Process The Culture

People Place Image Here Place Image Here

Chapter 1 Chapter 2 Chapter 3

The People The Process The Culture

Place Image Place Image

People Here Here
Sample Model
Global Resource Contribution
Global
Steering
Global Solution Delivery Group Global Solution Development
Program Management
Global
Engagement Program Global
Manager Manager IT Lead

Change Data & Global

Comms Lead Training PM Ongoing
Control Integration Data
Board Support
Lead Architect

Global Global Business System Release

Deployment Org Adoption Release Data Analyst
Analyst Architect Manager
Lead Manager

Regional Resource Contribution

Business
Regional Leader Regional
Deployment Functional DMG
Project IT Lead
Analyst (5) Lead (6) Lead (5)
Manager (5) (6)
Change
EMEA Regional Regional Control Board Legend
Deplmt Training Lead Comms Lead
(5)
CUSTOMER Resource
Support (6)
User CONSULTING Resource
Advocacy
Group Salesforce.com Resource

In-Country Resource Contribution

Country
Country IT Lead
UAT Business
Coordinator (Optional)
Sponsor

Requirement/
Training Country Data
Design Super Users
Delivery Specialist
Participants
One Center of Excellence
Executive Sponsor

Executive Steering Committee

Global Program Owner

PMO
CHANGE & ADOPTION
DEPLOYMENT
LEADERSHIP COUNCIL

COMMUNICATION
& STAKEHOLDERS

DELIVERY TEAM
END TO END SUPPORT

CoE Business Lead CoE Tech Lead

Project Owners
PROCESS MGT (BPO) RELEASE / ENVIRONMENT MGT
Project 1 Project 2 Project 3
TRAINING MATERIALS SOLUTION / ARCHITECTURE

DATA ARCHITECT
METRICS & ANALYTICS
INTEGRATION / CONNECTORS
DATA MGT
INNOVATION / LAB

CENTER OF EXCELLENCE
Example Model
Executive Sponsor

Executive Steering
Committee

Technical Working Groups Program Owner Business Working Groups

Leadership Council &

Data Architecture Change Management

Compliance, Data Privacy, & Adoption
Stakeholders

Legal and CISO

Technical Architecture
(Sourced through Partner)
Training Champions
Quality Assurance
US EU ICON JPAC
Business Process SMEs
Release Management
(Solution Architect)

Ops Support, Reporting,

etc.

Project
Work stream #1 Work stream #2 Work stream #3 Work stream #4 Work stream #5
Work
streams
Example Model
Executive Sponsor

Executive Steering Committee

Global CoE
CoE Business Leader CoE Technical Leader
Owner

Change Business Functional Training and Metrics and Release Technical Technical
Community Data Developer Portal
Management Operations Architect Deployment Analytics Mgmt/QA Support Architect

Growth Call Center Marketing EBC Field Sales Inside Sales Tele Sales Sales Engineers
Initiatives

Finance/Comp Renewals Business Advisory Team Customer Sat Channel Services

Capability Leads
America’s
Theatres US EMEA APAC GOV
International
Who should be on my COE team?
It’s more about the people than the structure

The individuals you select are more important than their experience
• Open minded, eager about leveraging modern technology.
• Enlist those with little or no experience; attitude can be just as important as aptitude.
• Potentially staff the COE with skeptics.

Start with a small team of 3-5 people that are passionate about the cause
• Check egos at the door.
• Be both highly reactive and proactive.
• Create development paths for the people.

Minimal technical roles required are Architecture, Salesforce Expertise, Exec Sponsorship
• Enlist part-time roles to bring in expertise (project managers, BAs, trainers, QA/UAT, legal, HR,
adoption, scrum team leaders, etc.)
Should it report to the Business or to IT?
Not a question of where, but who

Where it reports to is not as important as the executives support it receives

Find a proactive, supportive VP-level or above, executive sponsor to drive the COE.

Secure funding for the COE and treat it like a business

Successful COEs need 2 years of funding before they become self sufficient.
Time to build a governance process, collaboration efforts and evangelize its merits across the firm.
Executive sponsor is responsible to commit to and sustain the financial support.

I prefer a sponsor from the business side

 Chapter 1 Chapter 2 Chapter 3

The People The Process The Culture

Place Image Place Image Here Place Image Here

Here
Center of Excellence – Key Processes
Executive & Program Management
• Identify Executive Sponsor(s)
• Identify Stakeholders
• Program Charter
• Meeting’s Agenda and Schedule
• Center of Excellence Operating Model
• Roles and Responsibilities
• Communications Strategy
• Vendor & SI Management
• Value Management
• Skill Management
• Org Strategy
• Program Reporting
• Risk Register & Management
• Cloud Adoption Principles
• Ongoing review of Governance Effectiveness
• Offshore Development
Support
• On-going Support Plan
• Bug Reporting Process & Tracking
• Administration
• End to End Readiness
Release Management
• Development Best Practices
• Program Release Roadmap & Cadence
• Change Control Process & Backlog
Management
• Environmental Management
• Release Manager Roles & Responsibilities
• What can be changed in Production?
• Code/Configuration Release Mechanisms
• Bug Tracking System
• Testing Strategy
Adoption/Training
• Adoption Strategy
• Power Users
• Define Deployment and Training Strategy
• Define Success Metrics Strategy &
Ongoing Reporting
• End user Communication
• Conduct User Group Meeting
• Measure Effectiveness and Continuously
Improvement
Development
• Development Methodology
• Adhere to Development Best Practices
• Development Process
• Technical Debt
Architecture
• Data Architecture
• Data Quality Strategy
• Data Migration Strategy
• Application Rationalization Strategy
• Mobile strategy / Architecture
• Long-term Data Management Strategy
• Integration Strategy
• Security Architecture
• Infrastructure Architecture
Business
• Backlog Management
• Business Obstacles
• Budgets
• Prioritization/Decision Criteria
• Innovation
• Business Data Architecture
• Business Transformation
 Creating a LOB Improvement Agenda
Address immediate needs and make progress toward strategic objectives

COEs Add value

and build
Capability Constraints Credibility by
Financial Constraints to Improvement helping LOBs
to Improvement define and
execute a concise
improvement
agenda
Improvement Activities
Bandwidth
Implement a Best Practice Constraints to
Upskill Employees Improvement
Install a new technology Actual Capacity to
Improve
 Chapter 1 Chapter 2 Chapter 3

The People The Process The Culture

Place Image Place Image Here Place Image Here

Here
​“Through 2018, over 90% of new CRM
initiatives will require a new IT approach
focused on speed and agility.”

(Source: Gartner, Inc., Apply Gartner's Agility Model to Increase Innovation in

CRM, 9.29.15)
COE Cultural Principles
Move at the speed your customers demand
PRINCIPLES
FROM TO
Business value driven
Cool technology Business value driven
How we have always done it Challenge status quo
One process for delivery Multi-speed IT
Multi-speed IT
Custom code Configuration
Configuration first
Release complete applications GoGofast
fastand
and iterate
first iterate
Desktop first Mobile-first when appropriate
Keep it simple and reuse
Variations of the same app Keep it simple and reuse
Stakeholder oversight Mobile-first when
Player/coach, not appropriate
spectator
Escalation management Player/coach, not
Transparent Culturespectator
Squeaky wheel Data Drives Decisions
Transparent Culture
Data Drives Decision

Culture – Blaze a new Trail

Drive business value
Not just cool technology
Challenge the status quo
Not “Because we have always done it this way”

​ Tested with simple, configuration app

​ 184 Steps ​ Step 31: Full security review
​ 16 weeks ​ Step 57: Hire 2 heads to support
​ Step 103: Buy 3 servers
​ Step…..
Leverage multi-speed IT
Not one process for delivery
Minimal Viable Product Process
Immediate Release
​ 25 Steps or 40 Steps or 5 Steps - Email templates
​ 2 weeks or 4 weeks or 1 day - Views
- Dashboards
Quicker Release
- Configuration first, mobile first
Quick Release
- Integration
- Code
 Cloud Services helps you achieve business value, faster
We provide prescriptive advice, Always-on expertise
best practices and experts at Data-driven insights
every stage of your journey Design-led innovation

We engage at a level that is appropriate for your business

Transformational
Success
Level of Complexity

Consultative
Success Innovation &
Accelerated Transformation Center
Success
Advisory Experience Design

Accelerators Mission Critical Support Strategic Projects

Premier Success Plan Premier+ Success Plan Signature Success Plan

Level of Ambition
 Transformational Success

Innovation & Transformation Center “Keep one eye on the microscope,

but the other eye on the telescope”
Fortune 50 - CEO
Our proven methodology packaged to help IT and Line-of-Business
executives collaborate and sustain transformation.

Why does it matter:

• Deliver on your most ambitious and strategic
initiatives with the right team of advisors.
• Salesforce customer-centric approach to innovation.
• Achieve and maintain alignment and agility.

Business Architect Program Executive Program Architect

Senior Experts Proven Methodology Bundled Expertise

Dedicated and engaged Salesforce best practice and Advisors pull in the right experts
leaders that partner with your approach that are able to sustain from security to change
executives transformation over time. management, design
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