Industry and Competency Center Management: Stephanie Scott / Lauretta Blaine

Industry and Competency
Center Management
Stephanie Scott / Lauretta Blaine
Workforce Capability
Copyright © 2012. Infor. All Rights Reserved. www.infor.com 1

Today’s Schedule
• Welcome (3 minutes)
• Introduction to the Training (5 minutes)
• Lesson 1: Industry Practices (30 minutes)
• Breakout session and report out 1 (25 minutes)
• Break (15 minutes)
• Lesson 2: Competency Centers (20 minutes)
• Lesson 3: Supply & Demand (10 minutes)
• Lesson 4: Working Together (15 minutes)
• Wrap up and survey (7 minutes)
Ground Rules
1. Use computer for audio
2. Focus
3. Put your Audio on Mute
4. Raise Hands if you want to Speak
5. Actively Participate in Interactive Activities, Use WebEx Tools

Ground Rules
1. Use computer for audio
2. Focus
3. Put your Audio on Mute
4. Raise Hands if you want to Speak
5. Actively Participate in Interactive Activities, Use WebEx Tools

Tools you can use
• Chat
• Type the question and click Send.
• Raise your hand

• Let the facilitator know you have a question.
• Annotation tools
• Select an annotation tool and click inside the Content Viewer to use.

How long have you been with Infor?
Less than 1
1 – 3 years 4 – 10 years
year
11 – 15 Greater than
years 15 years

What organization are you
representing?
Raise your hand:
- Competency Center or Industry Practice
- Support
- Cloud Ops
- Sales
- Resource Management
- Other

Breakout Session 1
10 minutes to discuss
10 minutes to report out
• CC & IP: How do metrics differ? Is your focus the same?
• Other teams: What are your metrics, can any of IP process be used?
What is measure of success?

Breakout Session 2
• IP: How do these metrics for CC complement your Practice objectives for the
quarter/year?
• CC: Does all CC have the same standard practices/processes? What can be
improved upon? Are there differences across product lines?
• Support: What competencies are in place for Support? Is there something the
CC’s are going that you could leverage/begin using on your team?
• RMO: how does the “just in time training” actually work?
• Sales: What is the impact of your actions on the CC metrics? How is the Sales
team measured and does this complement the CC
• Cloud Ops: Do you all have the same standard practices/processes? What can be
improved upon?
Breakout Session 3
• IP: What sequence should you staff your projects?
• COE Resources
• Local Resources
• Regional Resources
• Global Resources
• 3rd Party Subcontractor / Partners
• CC: often we have backlog but are waiting for a resource with a particular “skill” or particular
“skill level” - how are you incorporating on-the-job-training or education for your team to improve
their marketability / meet backlog demand?
• Support: what is the process to alleviate resource constraints you may have due to the high
volume of tickets in queue? Do you go to RMO asking for resources to assist?
Breakout Session 3
• RMO: – why is it so important that the Project Manager owns the resource request? What
creative paths are being taken to place benched resources?
• Sales: What is the impact of your actions on the resources? How do you get the proper staffing
mix to sell the deal and then ensure we can deliver?
• Cloud Ops: What challenges does your team face across product lines in relation to
supply/demand of resources? Come up with 3 ways to creatively resolve this issue.

Who Am I?

Any Questions??
Let’s get started!!

Breakout Session 1
• CC & IP: How do metrics differ? Is your focus the same?
• Other teams: What are your metrics, can any of IP process be used?
What is measure of success?

Breakout Session 2
• IP: How do these metrics for CC complement your Practice objectives for the
quarter/year?
• CC: Does all CC have the same standard practices/processes? What can be
improved upon? Are there differences across product lines?
• Support: What competencies are in place for Support? Is there something the
CC’s are going that you could leverage/begin using on your team?
• RMO: how does the “just in time training” actually work?
• Sales: What is the impact of your actions on the CC metrics? How is the Sales
team measured and does this complement the CC
• Cloud Ops: Do you all have the same standard practices/processes? What can be
improved upon?
Breakout Session 3
• IP: What sequence should you staff your projects?
• COE Resources
• Local Resources
• Regional Resources
• Global Resources
• 3rd Party Subcontractor / Partners
• CC: often we have backlog but are waiting for a resource with a particular “skill” or particular
“skill level” - how are you incorporating on-the-job-training or education for your team to improve
their marketability / meet backlog demand?
• Support: what is the process to alleviate resource constraints you may have due to the high
volume of tickets in queue? Do you go to RMO asking for resources to assist?
Wrap Up
Final Comments
• Please complete survey:
• APAC: https://www.surveymonkey.com/r/TLWC73Y
• Europe: https://www.surveymonkey.com/r/TLPXT2R
• Americas: https://www.surveymonkey.com/r/T8PNPCG


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Industry and Competency

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• Raise your hand

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Let’s get started!!

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• Please complete survey:

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