Application Decisions and BPO project for download

BPO project

1. Application
Decisions & BPO
Scott Gaffney
IT BPO Engagement Manager
Charlotte, NC
September 22, 2009

2. 22
Business Process Outsourcing (BPO)
What is Business Process Outsourcing (BPO)?
 BPO is the outsourcing of business processes, not technology support
 Three BPO vendors (Genpact, Evalueserve, Zenta)
 Approximately 100 BPO processes with approximately 1,900 users in India and Philippines
 BPO is currently leveraged by the following 10 BPO LOBs:
Card Services and Consumer Lending Community Banking
Finance General Council
Home and Consumer Finance Human Resources
Risk and Credit Technology and Operations
Wealth Management, Brokerage and Retirement Services Wholesale Banking
How do application decisions impact BPO?
As IT applications are retired due to merger activities, it is necessary that each ‘go forward’ application is
identified, tested, and integrated into the existing BPO processes with no impact to the LOBs
What does this mean to LOBs?
 BPO processes may need to change to accommodate the use of ‘go forward’ applications
 BPO processes will require the use of ‘go forward’ applications prior to current applications retiring
 The integration of ‘go forward’ applications should have minimal impact to daily business
What does this mean to CIO Integration Teams?
 Application decisions impact multiple LOBs and their BPO processes
 Some ‘go forward’ applications may not be available during process hours with BPO vendor
 BPO ‘go forward’ applications will need to be integrated and tested with existing BPO processes
 IT adaptations may need to occur to integrate ‘go forward’ applications into BPO processes
 Application integration with BPO is a coordinated effort with LOBs, CIO integration teams, IT
Sourcing Management Office (IT SMO) and BPO vendors

3. 33
CIO Integration Teams
Help Needed from CIO Integration Teams with BPO Applications
Retiring BPO Applications – Update ISAI by October 19, 2009
 Retirement Start Date
 Retirement End Date
 ‘Go Forward’ Application – Request has been submitted to add column to ISAI
Survive for Data Only Applications – Update ISAI by October 19, 2009
 ‘Go Forward’ Application
31 BPO Applications with No Decision – Update ISAI as decisions are made
 Integration Decision Status
 Integration App Disposition Status
 Retirement Start Date
 Retirement End Date
 ‘Go forward’ application
Resource Identification – by October 23, 2009
 Identify appropriate resource(s) from each CIO organization to partner with Scott Gaffney from the IT Sourcing
Management Office on strategy, planning, and guidance on application integration activities for BPO
Next Steps for CIO Organization Identified Resources
 Lead CIO organization specific application integration efforts for BPO
 Engage appropriate LOB and IT partners during BPO application integration activities
 Align to Wells Fargo defined Security Plan and Geo Compliance processes
 Attend monthly BPO integration program meetings

4. 44
Sample Application Decision
Example: Application CZ– Customer Information System will retire
Application CIO – Mary Sheldon
18 BPO Processes use CZ across 6 LOBs
Unanswered Questions
 Do the 18 business processes need to change?
 When does CZ retire?
 What application will replace CZ (the go forward application)?
 Will CZ and the ‘go forward’ application need to be run in parallel with any of the 18 processes?
 Is the ‘go forward’ application available for use the same hours as CZ?
 Will the ‘go forward’ application security plan require updates & the risk accepted for each process?
 Is the ‘go forward’ application Geo-Compliant in India and Philippines?
 Do we need to modify the existing desktops in India and Philippines?
 Will the ‘go forward’ application work in India and Philippines with acceptable performance?
 How will the vendor get access to the ‘go forward’ application?
 Will training plans need to be modified for the 18 processes to include the ‘go forward’ application?
 When do we conduct User Acceptance Testing (UAT)?
LOB Processes
Card Services and Consumer Lending 3
Community Banking 3
Finance 1
Technology and Operations 7
Wealth Management, Brokerage and Retirement Services 3
Wholesale Banking 1
Total 18

5. 55
Appendix

6. 66
BPO Integration Program Structure
Global Solutions, Strategy & Governance (GSSG)
IT/Application Integration
 IT Sourcing Management Office in support of BPO
 Coordinate overall program strategy of IT Application Integration
 Develop high level task plan for integration activities
 Identify and communicate cross business impact of application decisions
 Identify and communicate to BPO vendors the impact and time lines of application decisions
 Communicate status of integration activities related to BPO to GSSG, Offshoring/Outsourcing (O/O) Merger
Integration Team, and IT Merger Integration Team
 CIO Organization
 Update ISAI with retiring start date, retiring end date and ‘go forward’ applications impacting BPO
 Coordinate integration activities for their application into existing BPO processes
 Partner with LOB on any process adaptations involving retiring and survive for data only applications
 Determine IT adaptations for ‘go forward’ applications for use with BPO vendor(s)
 Engage other CIO integration teams for cross LOB impact of application integration
 Work with BPO Vendor IT to test ‘go forward’ application in offshore environment
“Status-quo” Process Reviews (Application Testing, Refreshed
Risk Assessment)
Integration-related O/O Risk & CIS assessment alignment
Interdependencies with ongoing operations including pipeline,
(fwd) transition queue. As well, incorporation of functional
support threads
Process
Recertification
Risk / CIS
Ongoing Ops
& Functional
Support
Mgmt of “Reverse” Transitions & Process Modifications
Infrastructure & Facilities Mgmt including site/process
decommissioning
Application Integration & IT-impact alignment
Reverse
Transitions
Infrastructure &
Facilities
IT/Application
Integration

7. 77
Application Decisions Breakdown by CIO
Key Points
 Applications are used across multiple LOBs.
 Go forward applications will need to be integrated into existing BPO processes
 Application Decisions impacting BPO Portfolio
Count of CIO applications used in BPO by Decision *
* Application decisions extracted from Information Services Application Inventory (ISAI)
Decision
CIO Retire SurviveSurvive for data only(blank)Grand Total
George Cheng 2 1 3
George Tumas 6 1 7
James Spicer 6 12 5 5 28
Kevin Dabney 20 25 1 5 51
Kevin Mccabe 2 13 1 1 17
Kevin O'byrne 7 10 1 18
Mark Hammersmith 1 19 1 21
Mark Ladnier 8 2 3 13
Mary Podolak 7 1 1 1 10
Mary Sheldon 8 1 9
Scott Dillon 6 4 7 17
Suren Gupta 9 1 10
Theresa Wilson 11 5 5 21
William Wood 13 5 18
Grand Total 104 100 8 31 243
Decision % of Portfolio
Retire 42.80%
Survive 41.15%
Survive for Data Only 3.29%
No Decision 12.76%

8. 88
Integration Task Plan Template for BPO
Recommendations
 Follow Six Sigma Tollgate Methodology
 Begin integration tasks for BPO at least 90 days prior to processes using ‘go forward’ application
Task In S cope Accountable R esource Name
Projected
S tart Dat e
Projected
End Date
Projected
Durat ion in
Days
Actual
S tart Dat e
Actual
End Date
Actual
Duration in
Days
Develop Initial IT T ransition Plan Y es CIO Organization 10/03/2009 10/04/2009 2 0
Identify All Process Impacted by Application
Integration
Y es IT SMO Scott Gaffney 10/03/2009 10/04/2009 2 0
Determine Need to Run Retiring and "Go Forward"
Applications Parallel
Y es Process Owner( s) 10/03/2009 10/04/2009 2 0
Review / Modify Adaptive Process Maps Y es Vendor IT 10/05/2009 10/09/2009 5 0
Identify Application Availability and Reconcile to
Current Offshore Shift T imings
Y es CIO Organization 10/05/2009 10/09/2009 5 0
Complete IT Data Collection Y es CIO Organization 10/05/2009 10/09/2009 5 0
IT Adaptations Y es CIO Organization 10/10/2009 10/14/2009 5 0
Application Security Plan Y es CIO Organization 10/15/2009 11/16/2009 33 0
Determine Geo-Compliance of 3rd Party Developed
Applications
Y es CIO Organization 10/15/2009 11/16/2009 33 0
Desktop Requirements Y es CIO Organization 10/15/2009 10/21/2009 7 0
Determine Integrated T est Plan for "Go Forward"
Applications Across Impacted Processes
Y es CIO Organization 10/15/2009 10/21/2009 7 0
Create Response T ime T est Scripts Y es CIO Organization 10/17/2009 10/21/2009 5 0
Report T echnology Solution & Risks Y es CIO Organization 10/22/2009 10/27/2009 6 0
IT BPO Requirements Document / Change Control Y es CIO Organization 10/22/2009 10/28/2009 7 0
IT BPO Requirements Document / Change Control
Approvals
Y es CIO Organization 10/29/2009 10/31/2009 3 0
T G1 Report Out Y es CIO Organization 11/01/2009 11/01/2009 1 0
TG1 Timeframe Yes CIO Organization 1 0 / 0 3 / 2 0 0 91 1 / 0 1 / 2 0 0 93 0 0
Application Security Plan Y es CIO Organization 10/15/2009 11/16/2009 33 0
Finalize Geo-Compliance of 3rd Party Developed
Applications
Y es CIO Organization 10/15/2009 11/16/2009 33 0
Response T ime T esting Y es CIO Organization 11/02/2009 11/11/2009 10 0
Desktop Creation Y es CIO Organization 11/02/2009 11/11/2009 10 0
Recovery Documents Y es CIO Organization 11/17/2009 11/26/2009 10 0
Create Escalation T est Scenarios Y es CIO Organization 11/17/2009 11/21/2009 5 0
IT T raining Readiness Y es Vendor IT 11/12/2009 11/21/2009 10 0
Report T echnology Solution & Risks Y es CIO Organization 11/22/2009 11/26/2009 5 0
IT BPO Requirements Document / Change Control Y es CIO Organization 11/22/2009 11/26/2009 5 0
IT BPO Requirements Document / Change Control
Approvals
Y es CIO Organization 11/27/2009 11/29/2009 3 0
T G2 Report Out Y es CIO Organization 12/01/2009 12/01/2009 1 0
TG2 Timeframe Yes CIO Organization 1 1 / 0 2 / 2 0 0 91 2 / 0 1 / 2 0 0 93 0 0
Application T raining Y es Vendor IT 12/02/2009 12/11/2009 10 0
IT Production Readiness Y es Vendor IT 12/02/2009 12/16/2009 15 0
T est Escalation Procedures Y es CIO Organization 12/17/2009 12/21/2009 5 0
Execute UAT Y es Vendor IT 12/17/2009 12/22/2009 6 0
Obtain UAT Signoff Y es Vendor IT 12/23/2009 12/24/2009 2 0
Report T echnology Solution & Risks Y es CIO Organization 12/25/2009 12/27/2009 3 0
IT BPO Requirements Document / Change Control Y es CIO Organization 12/25/2009 12/27/2009 3 0
IT BPO Requirements Document / Change Control
Approvals
Y es CIO Organization 12/28/2009 12/30/2009 3 0
T G3 Report Out Y es CIO Organization 12/31/2009 12/31/2009 1 0
TG3 Timeframe Yes CIO Organization 1 2 / 0 2 / 2 0 0 91 2 / 3 1 / 2 0 0 93 0 0