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Emerging paradigm for Centers of Excellence (“COE”)
The old
school of thought on the COE was that it was the organization
responsible for Maintenance and Support operations. The world of
development and support has rapidly changed around us. There has
been a fundamental shift away from using business function
enabled technology applications to business process enabled
technology applications, which cross functional boundaries.
From a support perspective these new process based
applications require a deep understanding of the business. On the other hand these new applications do not require as
much technical support due to the integrated architecture and
reduced reliance on interfaces to “best of breed” functional
solutions. Such a
radical shift demands a change in support strategy, its organization
and its operations. Clearly,
the emphasis of support has shifted from managing technology to
managing business processes and information.
The new
reality is that leading organizations are facing real imperatives of
executing on multi-year complex change initiatives that are expected
to deliver near term results. One of the key factors that minimize
the cost of ownership of a COE is how well changing business needs
were considered during design and implementation, as opposed to
using technology to automate existing business processes. In short
the new COE is custodian of the end-state vision and actively works
to align processes, technology and organization to deliver the
vision.
Process
advancement and alignment with new corporate strategies can save the
COE organization from focusing on rework and minor incremental
changes. It is a very complex coexistence between thinking out of
the box, staying on the bleeding ((leading) edge vs. the total cost
of ownership (“TCO) for on-going COE operations, and staying
aligned with shifting and radically changing corporate strategies
and goals.
Pegasus
is uniquely able to work with you from the initial stage of your
enterprise transition all the way to the on-going optimization and
support to ensure that your COE provides you with the business
benefits identified in your transition plan.
One
of Pegasus’ core service offerings is to build sound strategies
and transition plans for building the right COE for an organization.
Pegasus Consulting Group delivers the design for effective
maintenance and support organizations (COE) for all of our global
enterprise transformation initiatives. Our COE designs typically incorporate the following roles:
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Strategic
Support, and
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Operational
Support
This
in turn delivers:
The
strategic support role of a COE is
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Managing
the End-State Business Process Vision
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Aligned
with Corporate Strategies & Goals.
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Looking
ahead of the Curve
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Envisioning,
researching and collaborating with the business to guide and
govern the evaluation of emerging trends,
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Business
case development based on returns aligned with new KPI’s and
more efficient targets and TCO.
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Assessing
how new initiatives fit into the End State Vision.
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Create a
knowledge based Enterprise that can satisfy customers, drive up
shareholder value, and keep employees happy and satisfied.
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Establishing
processes that continuously assess what and how much information
is needed to make effective decisions.
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Building
KPI’s for managing information giving a crystal clear ROI and
TCO for the information requested.
The
operational Support role of a COE is:
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Business
Optimization through continuous business improvement.
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Process
and Technology Training management.
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Operational
support for managing Fixes, Patches, Service Packs, Hardware
maintenance etc.
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Business
Process support – optimizing and aligning business processes,
application configuration, and organizational design
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Information
support – Optimization of reporting and business intelligence
capabilities.
Contact
Pegasus Consulting Group today to see how we can help you plan,
design and staff your COE.
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