1. © ActiveOps Ltd. 1 July 2015 V1.2 UK Customer Services PM & Governance Practice Overview

2. 2 activeops.com CONTENTS 2 This document defines the process (referred to as the Programme Management Framework or PMF) by which AOM implementation projects are managed through the lifecycle from initial analysis and sale through to project completion and signoff. It describes the tools we use, the standard meetings held, reporting generated, and the various tasks and responsibilities involved in successful project delivery. As such, this document is intended to provide a basis for training, reference and continuous improvement. ActiveOps is evolving rapidly as an organisation and the tools it uses to manage projects will continue to evolve accordingly. This document is designed as a practitioner’s guide and has a practical focus. It embodies current thinking as to how things should be done, and is intended to provide a basis for continuous improvement, by being pragmatically focused and allowing for ready enhancement as we continue to identify improvements in our operating practice 0. Introduction

3. 3 activeops.com CONTENTS 3 Contents Overview Go There 1 1 Project Lifecycle Go There 1.1 Sales Pipeline & Contract Commitment Review Go There 2.1 Pricing & Standard Proposal Go There 2.2 Implementation Programme Management Go There 3 3 Project Launch, Resourcing, BUC & WSR Prep Go There 3.1 Dashboard Set up Go There 3.2 Project Set Up Activities & Project Definition Go There 3.3 Project Reporting Go There 3.4 Dashboard Updates and Portfolio reporting Go There 3.5 Analysis & Sales Go There 2 2 Project Close & Internal Review Go There 3.6

4. 4 activeops.com CONTENTS 1. Overview Overview to the standard sales & delivery lifecycle.

5. 5 activeops.com CONTENTS 5 1. Overview 1.1Project Lifecycle Currently projects are viewed as having four overall stages:- SALES DELIVERY RM

6. 6 activeops.com CONTENTS 6 1. Overview 1.1Project Lifecycle Contracting Costing & Proposal C/M Assessment Project Initiation Project Initiation Capability / Maturity Assessment Understanding the potential for AOM Capability / Maturity Assessment Understanding the potential for AOM Pricing, Top Down Costing & Proposal preparation Pricing, Top Down Costing & Proposal preparation Negotiation & Contract Preparation Negotiation & Contract Preparation Project Resourcing & Activation Project Resourcing & Activation SALES DELIVERY RM

7. 7 activeops.com CONTENTS 7 1. Overview 1.1Project Lifecycle Agreement, Plan, Scope, Governance & Objectives Agreement, Plan, Scope, Governance & Objectives Technical assessment of AOM solution Identification – non standard features Technical assessment of AOM solution Identification – non standard features Resource & Milestone Plan Detailed costing based on plan. Project Planning Project Planning Solution Assessment Solution Assessment Project Definition Project Definition Bottom Up Costing SALES DELIVERY RM

8. 8 activeops.com CONTENTS 8 1. Overview 1.1Project Lifecycle Short Term Planning Data Capture Mobilisation Medium Term Planning Launch presentation, Contracting, Roadmaps, Core Task Workshops Establishing data capture, stabilising data, Baselining Establishing data capture, stabilising data, Baselining Planning, Loading, Variance, Daily Controls Planning, Loading, Variance, Daily Controls MTP Coaching & Processes. SALES DELIVERY RM

9. 9 activeops.com CONTENTS 9 1. Overview 1.1Project Lifecycle SALES DELIVERY RM Now addressed by new customer roadmap

10. 10 activeops.com CONTENTS 10 1. Overview 1.2Excel Programme Monitoring Framework At present, ActiveOps uses Excel to monitor project status, bringing key information to a single dashboard.

11. 11 activeops.com CONTENTS 2. Analysis & Sales Programme management practice in Sales Stage

12. 12 activeops.com CONTENTS 12 2. Analysis & Sales 2.1Sales Pipeline & Contract Commitment Review A forward view is maintained of sales opportunities and, where required, specific opportunities are reviewed from a risk perspective. RESPONSIBILITYTASKTOOLS SalesSales Pipeline Management Maintain Forward Pipeline of Sales Opportunities on Salesforce SalesForce Q&R Mgr.Contract Commitment Planning & Management Manage planning and conduct of Contract Commitment risk reviews for opportunities at Proposal level or above Work with Responsible Delivery Director to prepare Bottom Up Pricing & Programme Management Checklist. Circulate to meeting attendees - preferably allowing at least 3 days notice. Chair Contract Commitment Review meeting Note actions identified in a rolling actions log SF Report: “CCC Review Incomplete - 90 days” Bottom Up Costing (XLS) CC Review Process Sales, Pre- Sales Proposal Pricing & Top Down Costing Assess whether delivery is standard, using guidance in Sales Process documentation Secure CS support to assess delivery solution for non standard implementations Use Pricing Worksheet to prepare proposal pricing Confirm pricing summary in Pricing Worksheet Use pricing Worksheet to calculate ROI if required Derive Top Down Margin using Pricing Worksheet Pricing Worksheet (XLS)

13. 13 activeops.com CONTENTS 13 2. Analysis & Sales 2.2Pricing & Standard Proposal Following preliminary discussions and analysis, pricing is prepared and a proposal generated. RESPONSIBILITYTASKTOOLS Sales, Pre- Sales Proposal Preparation Insert pricing schedule into standard Proposal Template Write management summary, update ROI statements and check/adjust notes to pricing. Where necessary, ensure proposal text reflects delivery programme strategy agreed with Client Services. Standard Proposal Template (Word) Delivery Director Bottom Up Costing Obtain from Sales Lead any Top Down Costing or [pricing spreadsheet prepared to support the sale/ proposal] To enable a Contract Commitment Review, fill out the Resource Plan tab to derive a Bottom Up Cost Margin. If resource assignments are not yet known, use generic skills such as UK Lead Coach, UK Core coach etc). Attend CC Review discussion Resource Plan Tab on Pricing Worksheet (XLS)

14. 14 activeops.com CONTENTS Implementation Programme Management Processes & practice entailed in programme management of CS delivery projects

15. 15 activeops.com CONTENTS 15 3. Implementation Programme Management 3.1Project Launch, Resourcing, Bottom Up Costing & WSR Prep When an opportunity approaches the point where it is believed the customer will approve implementation, project launch activity is initiated. RESPONSIBILITYTASKTOOLS CS Management CS Management Engagement & Sales-Delivery Handover Appoint a Delivery Director to be responsible for the implementation If necessary, arrange a Sales/Delivery handover meeting for Sales to brief CS on the deal Sales Delivery Handover. Standard Agenda (Word) Delivery Director Resource Planning & BUC Finalisation Engage with assigned Lead Coach and have LC prepare a Key Event Schedule for the project. Communicate programme resource requirements to the CS Loading Meeting attendees and confirm programme resourcing through that forum. Update Bottom Up Costing with a detailed resource plan. Derive and check the Bottom Up Margin. Using standard CS costing day rates, the Bottom Up Margin needs to be above 20%. Below this will require management approval via the CC Review forum. Note that for simple implementations the Pricing Worksheet can be used as the basis for the Bottom Up Model. For complicated, large multi-wave deliveries, a full cost model will be required. Send the BUC to the Q&R manager via email. Resource Requirements Sheet (Word) Pricing Worksheet (XLS) Delivery Director, Q&R Manager Weekly Status Report (WSR) Template Preparation & Tracker Setup Work with Q&R manager to prepare a WSR template for the implementation project. This will involve defining project milestones, confirming planning dates and preparing stage gate checklists appropriate for the project Prepare and Set Up Project Tracker (not yet fully standardised) WSR Template (XLS) New UK Tracker (Prototype) Australian Tracker Other UK examples

16. 16 activeops.com CONTENTS 16 3. Implementation Programme Management 3.2Dashboard Preparation The programme dashboard is an excel instrument that enables us to track programme status against budget and milestone targets. RESPONSIBILITYTASKTOOLS Q&R Manager Dashboard Template Set Up Set up a project dashboard template, by:- Importing Cost Model Data Extract Sheet Importing WSR Data Extract Sheet Save dashboard in Active Programme repository (this is currently in Dropbox – due to move to MS OneDrive) Dashboard Template (XLS)

17. 17 activeops.com CONTENTS 17 3. Implementation Programme Management 3.3Project Set Up Activities & Project Definition There are a standard set of activities that need to be undertaken to initiate an AOM implementation project. RESPONSIBILITYTASKTOOLS Delivery Director Carry Out Project Start Up activities Undertake standard project start up activities stipulated in the Programme Management Checklist, updating the PMC with completion status as these are completed. These activities include Project Definition - prepare OpenAir project set up (Email to Finance) Set up Collaboration site (Raise SRM Ticket) Prepare project KES and plan Prepare Finance Contact Sheet Programme Management Checklist (XLS) Delivery Director Prepare a Project Definition Meet with the customer and prepare a Project Definition from the standard Project Definition Template. Project Definition Template (PPT)

18. 18 activeops.com CONTENTS 18 3. Implementation Programme Management 3.4Project Management & Reporting Administration and reporting processes during the implementation programme. RESPONSIBILITYTASKTOOLS Delivery Director Define Reporting Practice in Project Definition Ensure the standard reporting practice to be followed with the customer is documented in the project definition. This should include a link to the Collaboration Space on MAO, where project reporting will be stored Delivery Director Project Working Group Each project should have at least one Project Working Group (PWG) forum and each PWG meeting should review: Progress last week, Issues, Plan/Milestone Status Prior to the PWG meeting, the lead coach should prepare: An updated Stage Gate Checklist (SGC) An updated plan A register of issues and actions should be maintained, and discussed in each PWG. Beside each open action or issue, each week the date should be stated with latest progress updated, until resolved. Weekly Status Report Template (XLS) Delivery Director Timesheets & Resource Management Ensure timesheets are submitted promptly, and review and approve timesheets and expense reports for project Team Members Attend project Steering Committee Manage the resource plan for the project, and if it becomes necessary to update the plan, to do so by changing the plan in the active cost model BUC under change control, advising Q&R to update the project dashboard with the new plan.

19. 19 activeops.com CONTENTS 19 3. Implementation Programme Management 3.4Project Management & Reporting cont. Administration and reporting processes during the implementation programme. RESPONSIBILITYTASKTOOLS Lead CoachRequired Elements of Weekly Reporting Following the PWG meeting, reporting should be circulated to senior management within the customer and AOM. This reporting should always include: Project Tracker (Excel format with plan and stage gates, and issues log) Summary reporting data on Progress this last week, Programme RAG assessment and reasons for programme RAG if not green Weekly Reporting Deadline For internal reporting purposes, the Lead Coach should circulate weekly reporting by COB Monday following each completed week. For larger programmes, different deadlines may apply for reporting to meet programme management reporting requirements. MAO Collaboration Site Each project must have a Collaboration Space set up on MAO during project start up. The LC should load weekly reporting to this space by end Monday COB. Delivery Director By noon every second Tuesday, the Delivery Director should update the DD Status log with a concise summary report for the senior management team. See Dropbox active projects directory _DD Project Status Logs

20. 20 activeops.com CONTENTS 20 3. Implementation Programme Management 3.5Dashboard Updates and Portfolio reporting. The Q&R manager will maintain project dashboards and generate a fortnightly Portfolio Report for senior management. RESPONSIBILITYTASKTOOLS Q&R Manager Dashboard Updates The Q&R Manager will maintain a standard programme dashboard on each active delivery. This contains : Plan, showing progress and latest planning dates Target BUC Margin Project cost burn against resource plan Projected margin taking actuals to date and residual plan Milestone completion status and target dates Standard Dashboard Q&R Manager Portfolio Reporting The Q&R Manager will update an Active Programme Summary on Thursday afternoon of each week. This summary gives key status data on all active projects and extracts the data required from the programme dashboards. Each fortnight the Q&R manager generates a portfolio report incorporating all programme dashboards and the updated Active Programme Summary. Portfolio Report Active Programme Template

21. 21 activeops.com CONTENTS 21 3. Implementation Programme Management 3.6Project Close & Internal Review On conclusion of an AOM Implementation programme a project close out session is held with the customer. RESPONSIBILITYTASKTOOLS Delivery Director Project Close Out Prepare standard project close presentation Chair the project close presentation with the customer. Project Close Template (PPT) Delivery Director Internal Post Implementation Review (IPIR) Within one month Prepare standard project close presentation the DD will chair an internal Post Implementation Review The DD fills out the IPIR template with observations, conclusions and learnings from the project Standard IPIR Template

22. 22 activeops.com CONTENTS Tools Standard Templates and Tools used in management of AOM implementation projects.

23. 23 activeops.com CONTENTS 23 TOOLS & RESOURCES Tools and templates. Refer CS Programme Management Office (PMO) Page on MAO. Or apply to Q&R Manager – they change regularly. TOOL Programme Management Checklist (XLS) http://www.myactiveops.com/display/PMO/Governance+Materials Bottom Up Costing (XLS) http://www.myactiveops.com/display/PMO/Sales+Materials WSR Template (XLS) http://www.myactiveops.com/display/PMO/Sales+Materials Pricing Worksheet (XLS) http://www.myactiveops.com/display/PMO/Sales+Materials Cost Model (XLS) http://www.myactiveops.com/display/PMO/Sales+Materials IPIR Template http://www.myactiveops.com/display/PMO/Governance+Materials CC Review Process [or See April Moul or Q&R Manager for latest Process] http://www.myactiveops.com/display/PMO/Sales+Materials

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25. 25 activeops.com Where this document has been classified as ‘Protected’, ‘Confidential’ or ‘Restricted’, the information contained within it is confidential and should be treated as such. This document constitutes the intellectual and proprietary property of ActiveOps and is protected by intellectual property laws and international intellectual property treaties. While the author has made every effort to provide accurate information at the time this document was produced, neither ActiveOps nor the author assumes any responsibility for errors or changes that occur after production (unless explicitly contractually agreed between ActiveOps and the recipient of this document). © ActiveOps Ltd. Forbury Court, 12 Forbury Road, Reading, Berkshire, RG1 1SB, UK+44 (0) 118 907 5000