Business Challenge: A Fortune 100 Company’s Global Security needed to implement a new CRM System and de-couple its Life Safety & Core Security Tasks from Customer Services administrative efforts to eliminate inefficiencies and non-value-added processes while reducing total cost of ownership. Developed and defined new roles and responsibilities and consulted with HR on new hires and reorganization.

How Adekoya Helped (Project Delivery & Outcome):

• Strategic Planning – Business Process Improvement, CRM Assessment Readiness, stakeholder analysis, De-coupled Microsoft’s Global Security and Operations Center’s Life Safety & Core Security Tasks vs. Customer Services to eliminate inefficiencies and non-value-added processes while reducing total cost of ownership
  • Entailed extracting GSOC (Global Security Operations Center) monitoring data from the following systems: LENEL, PERSPECTIVE, and DESK JOURNAL, and MILESSTONE. Then analyzed, scrubbed, and mapped data to appropriate buckets and area to deliver a sustainable performance management model (charts and metrics) for continuous improvement.
• Employed established Lean Six Sigma, Enterprise Architecture and SOA methodology to assess MS Global Security CRM Readiness and IT infrastructure and application models, organizational structure, day-to-day operational functionalities, and capabilities. Gathered pain-points, constraints, & other limitations via stakeholders’ interview (VOC) and analysis to arrive at an ideal future state (CTQ; Critical to Quality) and deliverable.
• Provided recommendation to ensure sustainability and business continuity of a state-of-the-art CRM implementation and functioning IT Department that illustrated how architecture, applications, and services needed to operate as a world class IT and business transformation solution.
• Proposed a new Organization structure (roles and responsibilities definition and alignment, new hires, new in-take process Visio diagram development, and phased approach for newly required IT investments and improvements implementation) to drive overall efficiency.

• Organization Structure Design-
  • Clear separation of duties that currently exist into two basic types of service – Priority (Critical) and Customer Service/Other
    • Recommendations around structure and function.
    • Priority around day to day operations and safeguarding of players and hotel guests PII (personal identifiable information) to ensure full compliances with required PCI compliance for POS systems.
    • Customer Service and other operational tasks handling that may be averse to global security was outlined.
  • Clear Roles and Responsibilities for MIS Department
    • Defined functions which require a physical presence in the MIS Department
    • Tasks and functions that could be automated were identified
    • Recommendation on what areas/functions can be virtualized
  • Clear Roles and Responsibilities for Other Areas of Support
    • Defined functions which require a physical presence at MS Global security
    • Tasks and functions that could be automated were identified
    • Recommendation on what areas/functions can be virtualized
  • Simplification Recommendations on Procedures, Form & Functionality, & Trainings Delivery
    • Identify inefficiencies/redundancies/overlap of duties
    • Workstation changes recommended (if needed)
    • Identified minimum staffing requirement for MS Global Security
    • Process Improvement – Delivered Time & Motion Sturdy to highlight end-to-end operational processes, identify effort and actual time for monitoring a specific alarm to full resolution and its’ actual related cost.