Project Management at PFSweb. Presented by: Dave Reese, SVP Solutions & International Development PFSweb, Inc.

Transcription

1 Project Management at PFSweb Presented by: Dave Reese, SVP Solutions & International Development

2 About PFSweb, Inc. Global Headquarters: Plano, TX Publicly Traded (NASDAQ: PFSW) ~ 1,200 Global Professionals ~ 50 Brand Name Clients 2010 Revenue: $275M PFSweb develops and deploys comprehensive end-to-end ecommerce solutions for Fortune 1000, Global 2000 and other iconic brand name companies. Based on solution flexibility and physical presence, PFSweb s End2End ecommerce solution is the only true global end-to-end solution on the market. Global Fulfillment: ~ 2M ft2 6.5M Annual Customer Shipments 700 Global Call Center Seats 2.5M+ Annual Customer Contacts 2011 PFSweb, Inc. 2

3 Global Reach 3

4 Client Experience: The Brand Behind the World s Leading Brands DTC B2B 4

5 Client Experience: The Brand Behind the World s Leading Brands MB Intl DW E2E 5

6 PFSweb s End2End ecommerce Solution ecommerce Technology Robust Demandware DTC platform Powerful merchandising and user interface tools Fully integrated with OMS & CMS Order Management Oracle JD Edwards ERP Certified for security and high-availability Advanced trading partner integration capabilities Interactive Marketing Customer acquisition strategy and execution Product merchandising support Web analytics & reporting Financial Services PCI Level 1 (1.2) compliant payment processing Aggressive fraud prevention International expertise (VAT, multi-currency) Customer Care Brand-centric models with highly customized training Web-enabled/ / Live Chat Multi-lingual capabilities and global time zone support Global Logistics & Fulfillment Highly-scalable operations with proven Q4 performance Customized brand-centric order fulfillment Premium packaging services 2011 PFSweb, Inc. 6

7 ecommerce Technology: Demandware Partnership PFSweb offers a completely integrated ecommerce platform with maximum merchandising capability and order management. DTC B2B Industry s only enterprise class Software-as-a- Service platform Tightly integrated with Oracle JD Edwards ERP system for order management, order fulfillment and vendor drop ship management Offers complete control including on-demand flexibility and scalability 99.97% historical uptime Fully integrated call center order management and CRM application provides 360 degree view of customer experiences Experienced PFSweb development and support staff to provide site development and deployment services, level one technical support, content management and interactive marketing services Customers are asking for a new end-to-end ecommerce solution, one that provides them with the freedom and flexibility to control their brands and customer site experiences With PFSweb, the market now has a best-in-class solution -- full control over the ecommerce storefront, with the backing of a leading end-to-end provider. - Stephan Schambach, Chairman & Founder 7

8 Interactive Marketing Services Integrated marketing services attract, convert, and nurture loyal customers for your brand. Interactive Marketing Services Top tier technology partners such as Demandware, ExactTarget and Coremetrics Interactive Marketing platform, analytic package and order management systems all tightly integrated Capture relevant customer behavior Use data to drive merchandising and market strategies Native & Paid Search Affiliate Marketing Product Merchandising Customer Experience Web Analytics Marketing Social Attract Convert Nurture 2011 PFSweb, Inc. 8

9 Professional Services Empowered solution managers that become an integral part of your organization, championing your interests on a daily basis. DTC B2B Single point of contact focused on managing your business, customer experience and brand(s) Provides visibility and analysis to critical business information Continuous focus on driving business growth and cost reduction opportunities Empowered to identify opportunities for improvement and immediately act Experienced group of professionals working daily to ensure the intended value of the solution is realized PFSweb s Account Management team serves as the liaison to every level and functional area throughout the organization, enabling you to effectively manage all facets of the solution with a high level of transparency and accountability. 9

10 Order Management Our customized Oracle order management solution takes care of your customers, your products, your partners, your information and your funds. Order Management Fully integrated CRM functionality to care for your customers PCI Level 1 (v1.2) compliant to take care of your customers privacy Order Management Customized WMS, DRP & TMS to take care of your products and customer shipments SAS70 certified high-availability data center and systems to take care of your information Fully integrated real-time payment gateway and fraud management tools to take care of your funds 2011 PFSweb, Inc. 10

11 High-Touch Customer Care A seamless extension of your internal customer relations function. DTC B2B Brand indoctrination that aligns the right talent, culture and skill set State of the-art technology, highly trained personnel and detailed, comprehensive reporting Dedicated, shared, or combined service models Industry-leading CRM integration technologies and experience merge with your contact stream Transparent interface to customers orders, shipping and billing inquiries, return requests, and product information queries in accordance with your guidelines Global locations with multi-lingual capabilities PFSweb provides a seamless brand representation for your customer care services. Each program is custom configured per client and each agent is trained to become your brand. 11

12 Global Logistics and Fulfillment Take advantage of global high performance logistics and order fulfillment services built custom for your product set. DTC B2B Leverage highly efficient piece picking, bundling, assemblage, packing, and shipping Coordinate online, catalog, and phone orders into a proven warehouse management system Automated and manual processes Custom, scalable solutions that meet your brand requirements Convenient returns management Costs saving freight management Value-add services including brand forward packaging, flexible delivery options, and premium gift wrapping solutions We understand that fulfillment is not only the last customer touch point, but the most important. Leverage our brand-forward packaging and premium gift wrapping services to ensure your customer receives the ideal product experience. 12

13 Project Management Motivating the Project Team HUMAN FACTORS IN PROJECT MANAGEMENT Travel Hours Pressure Corporate Cultures Family Personal Job Satisfaction Personal Contributions Diet 13

14 Project Management Reasons for Project Success and Failure Understanding of Deliverables Client Expectation Management Delivery Schedules Aligning Business Goals Third Party Involvement Minimizing Interim Direction Changes 14

15 Project Management Use of Project Management Tools Project Plan (Microsoft Project) Deliverable Schedule Detailed Action and Issue Tracking Success Measurements (Test plans, UAT criteria) The Weekly Project Management Conference Call 15

16 Project Management Project Selection Project Meets Business Objectives, Company s Core Competencies Proper Resources for Handling Project Infrastructure and Personnel 16

17 Project Management Traits of a Good Project Manager : Selection Criteria Need to be in Control A Little Masochistic Require Little Sleep Strong Sense of Humor Good Personal Hygiene Low Self Esteem Technical and Social Skills Organizational Passion 17

18 Project Management Controlling A Project Over-Communicate Think in Terms of Project Scope vs. New Scope Identify Critical Path Issues Early Troubleshooting Identifying Potential Problems Early in the PM Process 18

19 Project Management Terminating A Project Possible Reasons for Project Termination Handoff to Ongoing Operations Teams Reallocating Resources 19

20 Project Management Factors that Lead to a Successful Project Solid up-front Scope and Delivery Expectations Good Scope Change Controls Focused Participation from all Parties/Stakeholders 20

21 Project Management Project Management at PFSweb Cross Between Cirque du Soleil and Rodeo Clowns One of our Primary Core Competencies Well-practiced-yet-flexible PM Methodology Full Corporate Support High-Profile Executive Attention Dedicated Professional Team Involves Many Ongoing Operations Personnel Solid Track Record of Success 21

22 Implementation Methodology Project Initiation & Project Planning (1.0) Business Analytics (2.0) Solutions Planning (3.0) Solution Build / Configuration (4.0) Test, Accept Deployment (5.0) Post Launch & Steady State START Project Duration Operations (6.0) FINISH 22

23 1.0 Project Initiation & Project Planning Project Initiation & Project Planning (1.0) Deliverables Roles & Responsibilities Matrix Business Analytics (2.0) Project Status Report Format Project Status Report Schedule Issue Log Format Change Control Form Solutions Planning (3.0) Change Control Log Purpose Identify Goals & Objectives Establish Project Framework Identify Project Milestones Conduct Project Kickoff Solution Build / Configuration (4.0) Test, Accept Deployment (5.0) Post Launch & Steady State START Project Duration Operations (6.0) FINISH 23

24 2.0 Business Analysis Project Initiation & Project Planning (1.0) Project Plan Deliverables Business Analytics (2.0) High Level Requirements Document Telephony Needs Report Hardware Needs Report Integration Diagram Solutions Purpose Planning (3.0) Determine Current Business Processes Perform a Detailed Requirements Analysis Define Any 3rd Party Website Integrations Determine Revised Business Processes Determine Revised Business Workflows Develop Project Plan Review Site Objectives Identify All Interfaces Solution Build / Configuration (4.0) Functional Definition Document Test, Accept Deployment (5.0) Identify Customer Experience Requirements Identify ecommerce Requirements Post Launch & Steady State START Project Duration Operations (6.0) FINISH 24

25 3.0 Solutions Planning START Project Initiation & Project Planning (1.0) Business Analytics (2.0) Purpose Business Requirements Signoff Begin Solution Test Planning Establish Disaster Recovery Plans Establish Call Center Needs Establish DC Needs Define & Develop Site Wireframes Client Financial Services Requirements IMS Blueprints (Coremetrics and Exact Target) Solutions Planning (3.0) Call Center Checklist Solution Build / Configuration (4.0) Project Duration Test, Accept Deployment (5.0) Deliverables Detailed Requirements Document & Signoff Sample Packing Slip Inbound Inventory Plan Interface File Layouts Interface Transmission Schedule Data Definition Document Site Wireframes IMS Blueprint Documents Post Launch & Steady State Operations (6.0) FINISH 25

26 4.0 Solutions Configuration Project Initiation & Project Planning (1.0) Test Accounts Setup Deliverables System Test Plans Business Analytics (2.0) Integration Test Plans Integration Files Validation Signoff DC and Call Center Training Materials Solutions Planning (3.0) DC and Call Center SOPs Final system components Authorization to Proceed Signoff Purpose Solution Build / Configuration Prepare Configuration & Build (4.0) Build System Interfaces Configure Systems Build Custom Modifications Test, Accept Deployment (5.0) Conduct Unit/Internal Testing Convert & Validate Client Data Build CCC & DC Training Materials Build Integration Test Scripts START Project Duration Post Launch & Steady State Operations (6.0) FINISH 26

27 5.0 Test, Accept, Deployment Project Initiation & Project Planning (1.0) Deliverables Solution Readiness Checklist Business Analytics (2.0) Training Certifications Completed Integration Test Plan Signoff Production Readiness Signoff Final User Acceptance Test Signoff Solutions Planning (3.0) Launch Timing Agreement Authorization to Launch Purpose Install Required Production Hardware Solution Build / Configuration (4.0) Establish & Test Network Infrastructure Train PFSweb DC & Call Center Personnel Establish & Test Telephony Infrastructure Establish 24x7 Technical Support Procedures Test, Accept Deployment (5.0) Conduct Integration Testing Conduct Final User Acceptance Testing Promote Solution to Production Environment START Conduct Soft Launch Testing Project Duration Post Launch & Steady State Operations (6.0) FINISH 27

28 6.0 Post Launch & Steady State Project Initiation & Project Planning (1.0) Business Analytics (2.0) Deliverables Lessons Learned Report Final Project Status Report Post Launch Support Plan Steady State Roles & Responsibilities Matrix Solutions Planning (3.0) Purpose Report on Lessons Learned Identify Future Requirements Officially Close the Implementation Transition to Steady State Team Solution Build / Configuration (4.0) Test, Accept Deployment (5.0) Post Launch & Steady State START Project Duration Operations (6.0) FINISH 28

29 About PFSweb, Inc. 29

30 Project Management Prioritizing Projects Resource Scheduling Infrastructure and Personnel Economic Variables Client Urgency Level of Complexity External Factors 30

31 Project Management Executive Management Issues in Projects What issues? Sell it and turn up at the post-launch success party. Ask this guy how it s done. 31

32 Project Management Case Study in Project Management: Procter & Gamble estore Management Strategy Aligning project with the business strategy what was P&G trying to accomplish big picture? Scope Variation Customer recurring order became a new requirement Management Challenges Size of P&G corporation created obstacles P&G previously never sold directly to end consumers before this project P&G distributes to massive retailers such as Wal-Mart P&G was strategic and important client to PFSweb Issue Resolution Because of P&G s size and new business model along with their wide internal interest in this project, getting even simple decisions made called for strong persistence Results Achieved project goals on time and in-budget Became one of P&G s Top 50 vendors Awarded several more very significant projects from P&G since launch P&G now leverages PFSweb to develop new business processes tied to e-commerce P&G relationship has resulted in opening doors at many other new customers 32

33 Q&A QUESTIONS? 33

34 PFSweb s End2End ecommerce Solutions Thank you for your time.

35 Client Testimonials Matt Harker VP Operations, LEGO Brand Retail PFSweb was judged the clear winner for LEGO's direct to consumer business in a very competitive field including GSI Commerce. We have enjoyed a close working relationship with PFSweb at all levels - from access to senior executives all the way through to daily operations contacts. As a result of this, we have been able to meet our original 5 year growth target for this business in less than 18 months. I cannot think of a stronger way to endorse our relationship with PFSweb than to comment on their proactive approach to helping us think through best practice options for redefining the consumer post-purchase experience with some significant branding delivered through the fulfillment operation to enable us to provide the desired level of unique premium experience we target for our D2C business area. James Connell Sr. Director ecommerce, Roots Canada Ltd. Together with PFSweb, Roots has been able to build an excellent consumer experience that executes on our brand proposition in every consumer touch point since Their ability to create flexible custom solutions that fit our unique needs have allowed us to build a scalable business that can take advantage of dramatic peaks in demand as well as operate across international borders with the same abilities as a local business. Their professional associates have become an essential part of our internal teams and have consistently proven they are dedicated to providing excellent services to both Roots and our consumers. Kirk Perry VP North America, P&G We are very excited about the estore s potential to reach more consumers and create new online experiences and innovations that build our brands online. Ultimately, our goal in working with an experienced e-commerce business like PFSweb is to test concepts and programs that can be reapplied with all of our online retail partners in ways that exponentially grow consumer affinity for our brands and mutually increase sales for P&G and our retailer partners. 35