2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Operational Excellence Project under 90 Days Category

Read this article about VMware, one of our finalists, in the category Best Operational Excellence Project under 90 Days Category, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

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VMware, a global leader in cloud infrastructure and digital workspace technology, accelerates digital transformation by enabling unprecedented freedom and flexibility in how our customers build and evolve IT environments. VMware was founded in 1998 and serves around 500,000 customers with offices is more than 100 countries and Headquartered in Palo Alto California.

In VMware, the Global Compliance Services (GCS) team, in conjunction with Legal, Deal Desk and Entitlement Install Base (IB) teams, is chartered to;

Ensure customer adhere to contractual terms and conditions

Identify & mitigate revenue leakage risks occurring due to unaccounted (excess license) deployments by customers

The key challenge for the stakeholders and Entitlement IB team was with respect to the query volume and timely query resolution, which impacted timely audit completion, caused escalations from auditors and increased the probability of getting billed by auditors for excessive wait time.

Business Challenge

37% of the License Deployment reports sent to auditors came back with follow up queries resulting in 2245 hrs. spent on queries resolution annually

Queries for ongoing customer audits are time sensitive, however only 63% queries were resolved within 48 hour SLA

Project Goal

Based on internal benchmarking with Entitlement License Agreement IB (ELA IB) process under the same leadership, the project goal was set to;

Reduce queries to <= 20% of the deployment reports sent to auditors

Improve on time query resolution to >80%

Root cause identification & Solution development:

Team engaged with stakeholders and audit firms to gather their pain points to simplify/ improve the process and reduce queries.

Brainstorming technique, Fish bone analysis and 5 Why Analysis were used to arrive at the root causes. Control Impact Matrix was used for prioritizing the root causes that can be controlled and yield better improvement on the project metrics.

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort^®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort^®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awards, which showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

Quick Links

Speakers

Agenda

BTOES19 Awards

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

All-day Refreshment & Themed Breaks
1¼ Hour Hot Breakfast Networking Sessions
1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables
1½ Hour Roundtable Sessions by Topic & Industry Sector.
Keynote & Themes Panel Sessions
Hosted Welcome Receptions from 5.30pm
Expanded more lavish Awards Program
Newly launched Night Summit for attendees to meet after dinner