Implement Like Salesforce

Discovery, Scoping & Estimation

Global Enablement - Partner CoE

27 March 2019
Chatter: Official: Implement Like Salesforce

1
Forward Looking Statement

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Salesforce Confidential
This presentation and the information contained within the presentation is provided as a "Program Benefit"
as defined in the Salesforce Partner Program Agreement. All of the information contained in the
presentation, including any forward-looking statement, is subject to further modification and shall not be
relied upon as facts nor relied upon as any representation of future results. Salesforce makes no
representations and gives no warranties of any nature in respect of this information, including but not
limited to the accuracy or completeness of any information or opinions contained herein. Each partner
should undertake its own due diligence in determining how to best conduct discovery, scoping and
estimation of the solution for their prospects and customers.

Salesforce retains the discretion to discontinue the Implement Like Salesforce Discovery, Scoping and
Estimation guidance and change the terms on which it is available. The information contained in the
presentation is confidential and may not be used, published or redistributed without the prior written
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be held liable for the use of and reliance of the information in the presentation.

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Kalki Yasas
PROFESSIONAL BACKGROUND
• Currently lead consulting & services sales & go-to-market for Success cloud
offerings in India
• Previously led Global Shared services consulting & implementation organization
(Salesforce Services)
• 20 years of business consulting, services delivery, sales, change management,
product and delivery management and experience in CRM & Enterprise Solutions
• Vertical Expertise
Senior Director ○ Financial Services
Consulting & Services ○ Medical Devices & Life Sciences
kyasas@salesforce.com
○ Retail & CPG
○ Telecom
• Skill Highlights
○ Business development & Large deal sales
○ Practice development & leadership
○ Strategic Roadmaps & Technology success blueprints

4
Agenda

Business Objectives and Outcomes

Discovery & Scoping
Estimation
Bid Review
Q&A

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Learning Objectives
Small and Medium Sized Projects

Understand how to utilize Customer’s Business Objectives to assist in

scope management
Understand which salesforce resources to work with for knowledge
transfer on the opportunity
Balance scoping preparation. iteration and scoping levers to help the
support customer’s business outcomes
Understand estimation best practices and impact on both customer
and partner
Understand purpose of bid review and how it could start to be applied

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Business Objectives and Outcomes
Scoping “North Star”
Business Objectives and Outcomes: Cone of Uncertainty
Aligning Expectations and Reducing Uncertainty to Achieve Customer Vision
Uncertainty narrows based on
discovery, education, research AND
scope decisions
Estimate Variability

Best Practice(s):

★ Uncertainties built into estimates

★ Uncertainties visible in proposals,
SOW and project plans/ documents
★ Estimates, project plans and project
Time
documentation updated and
Statement
Design
Sign-Off Validate
reviewed on regular basis
of
Work
Pre-Sales
Discovery Iterative
Requirements Build
Sign-Off
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Business Objectives and Outcomes: Align Business Value

Key Business
Objectives Salesforce Capabilities Business Impact Related Benefits
Single Customer Omni-Channel COST SAVINGS Customer
Improve Service View Knowledge Base Satisfaction
CaseCustomer
Increase ResolutionAcquisition,
Time
Efficiency & Engagement & Retention
Effectiveness Intuitive Service Customer First Contact Resolution Agent Experience
Console UI Community

Best Practice(s):
★ Map business objectives to solution capabilities to business impact
★ Utilize business value mapping for solution prioritization
★ Establish baseline and targets for KPI’s
★ Ensure reporting & dashboards in place to support optimized process

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Business Objectives and Outcomes
North Star for Success

Understand Customer objectives to plan activities, make recommendations, and track progress
for your Customer engagements
Business Priorities determine scope management and roadmap
Understanding Customer’s Business Priorities is first step towards helping them drive value.

Best Practice(s):
★ Business outcomes and KPI’s documented
★ Business outcomes and KPI’s used to prioritize business needs / requirements
★ Business outcome / KPI targets understood and considered in scope decisions
★ Critical Success Factors understood, documented and ownership assigned

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Discovery & Scoping
Salesforce to Partner Knowledge Transfer

Collaborate with Type of Information

- Account Executive (AE) - Customer Demographics & Business
- Co-Prime, if applicable - Customer Business Objectives & Goals
- RVP, if applicable - Project Scope
- Solution Engineer (SE) - Timeline
- Success Manager - Customer Team
- if existing account - Customer Culture
- if assigned
- Account Partner / Services

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Scoping & Estimating Overview
No experience, but it need not be your experience

Team Sport Results in Clear Structure Striking a Balance is Critical

Scoping and Estimating are key When done well, yields clear project Too much Science - tool and processes
components of solution selling - structure (scope, estimate and not flexible; difficult to maintain
which is a team sport staffing) that will drive success for Too much Art - non-repeatable process
both the consultant and customer and hard to work as a team

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Discovery Process
Scope Solution

Preparation is Key Scoping Effort Varies Demoing Outcome Focused

★ Pre-Discovery with ★ Define customer ★ Demo should help to ★ Focus on customer’s

allies to align goals educate the business process,
agenda to customer pain points and
stakeholders and ★ Match level of objectives
priorities discovery and ★ Avoid pitfalls of
proposal template to demoing ★ Define a solution
Four Dimensions Best Practices
★ Actively facilitate goals
meeting(s) for ★ Demoing has risks
Customer to ★ Iterative Scoping with few rewards
present, demo and
do most of the
talking

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Scope
Definition and Impact

Definitions
“The assessment of a situation, usually through monitoring, consultations and discussions.”
“To make a preliminary inspection or investigation of”
“To seek by inspecting various possibilities”

Impact
The goal of scoping exercise is ultimately define the functional and technical boundaries of
a project, the project scope.
However, process is equally about understanding, assessing and consideration the value
and impact of options and possibilities.

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Scoping Session
Goals and Objectives

Understand not just what the customer wants, but why they want it
- goals and objectives
- pain points
- business needs and outcomes
Understand customer maturity / level of sophistication
- Business process(es)
- Development methodology
- IT project experience
- Organizational change management
Establish yourself as a Trusted Advisor

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Scoping Questionnaire Categories

Which Business Users will be using Salesforce? Discovery & Scoping Toolkit
- Service Cloud
What are your key Business Objectives and Key
- Sales Cloud
Drivers for change?
To locate the Discovery & Scoping Toolkit
What are the Business or Functional Requirements?
- p.force.com/learningpaths
Is integration with other systems required? - Sell the Solution page
Is there data that needs to be migrated? - Close the Deal section
- Explore the <Cloud Name> Discovery
And, how will your end users get trained? and Scoping Toolkit
Don’t see one for your Cloud, go to
Feedback on that Cloud’s Learning Path
and ask when it will be available.

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Customer Readiness Assessment
Four Dimensions

Customer Project Third Parties Planning

Customer Commitment? Clear understanding and Third Party involvement? Long term operational support
alignment on what they want of solution
Customer Skills, Ability and to achieve? Alignment of all parties?
Customer Skill gaps?
Experience
How will project be run (i.e. Plan to address the gaps?
Identified risks? agile)?

Best Practice:Customer Readiness Assessment completed based on project size and complexity to identify risks and
assumptions and agree customer obligations

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Common Pitfalls - Table Exercise
Scoping

What are some common pitfalls you have seen

during scoping that affects the quality or output
of scope and estimations?

1. Discuss in your tables - 5 minutes

2. Nominate a representative to play back to the group

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Common Pitfalls (1 of 2)
Scoping

Scoping based on second hand information - what they told Account Team - risky and ineffective
- Knowing the answers or recommendations does not mean the correct questions were asked
- Does not allow you to establish yourself as a Trusted Advisor
- Knowledge transfer from account team used for meeting preparation
- Tip: Salesforce Solution Engineers welcome collaboration
Be wary of customer’s who dictate the solution rather than the requirements
- Tip: Call it out as a risk and include in risk budget
It is not about answering technical questions
- If you can, this can help establish credibility
- If you can’t, answer the question with a question and commit to follow up

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Common Pitfalls (2 of 2)
Scope

IT will not allow access to the Business

- Given three types of requirements and business needs, IT can typically only effectively
address technical requirements
- Technical
- Business
- User
- Understanding and solutioning around business and user requirements is critical
- Tip: Call it out as a risk and include in risk budget
Not understanding customer readiness (maturity and sophistication) for the project
- Ensure Customer Readiness assessment is done

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Levers and Refinement
Scope

Levers Levers
- Features - Features
- Functions - Functions
- Responsibilities - Responsibilities
- Rates - Rates

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Estimation
Project & Risk
Purpose

Drive success for consultants and customers with a clear project structure
Support partner creation / maturation of estimation methodology, tools and process
- Repeatable process to support practice growth
- Flexible and easy to use
Understand the importance of experience in project estimation, even if it is not yours
Ensure estimation boundaries and limits are transitioned to Statement of Work
Ensure scope refinement (negotiation) levers and estimate impact are clear and
documented, at each step of the engagement

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Estimate
Definition and Impact

Estimate Definitions
Approximating, predicting, and/or projecting a quantity based on experience and information
available at the time, with the recognition that other pertinent facts are unclear or unknown.
Source: www.businessdictionary.com/definition/estimate.html

The approximate calculation or judgement of the value, number, quantity, or extent o something.
Source: https://en.oxforddictionaries.com/definition/estimate

Educated Guess Definition

A guess based on knowledge and experience and therefore likely to be correct.
Source: Dictionary

Impact
No matter how well informed or how clear the scope,
estimates are never perfect

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Cost Estimation
Scope Solution

1 2 3
Feature-Based Staffing Reconcile
Bottom Up Top Down

Cloud Template Weeks per Phase Gaps (1 & 2)

Best Practice(s):
Partner Resources per Risk Budget*
★ Leverage actual costs from historic similar projects for comparison estimate
“Accelerators” Phase Staffing Policies &
★ Estimates from expert resources accountable for actual delivery are most accurate
Guidelines
★ Adhere to pre-established staffing policies and guidelines
★ Don’t pad or trim the estimate without a corresponding change to scope, assumptions or
customer obligations
★ Apply any discounting after estimate is built
★ For smaller projects, set expectations with the customer on duration

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Project Estimation Methodology Overview

Accurate estimate and project plan for customer and partner success
● Enable meaningful and efficient scope negotiations
● Define scope to be documented in SOW
● Support detailed project plan and change order management

Effective use of metrics - drive and reality test estimates

● Metric Based Estimates: Define and assess level of complexity, map to level of effort
- Example: Basic = 1 Day; Advanced = 2 Days; Complex = 4 Days
● Metric Based Confirmation: Reviewing estimate / staffing plan based on typical percentages
- Example: QA is 25% to 30% of build effort

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1. Feature Based Estimation
Bottoms Up

Define solution tasks, functionality, enhancements, curriculum, user experience

Pre-Build Phase Specific tasks, as well as size of Build Effort

Estimate build effort configure, develop, integrate, migrate, create

Level of detail vary by client, project size, and need for accuracy

Level of Effort based on Build Quality Assurance

Level of Effort based on Engagement Manager, Project Manager

Project Duration

Post-Build Phases Specific tasks, as well as size of Build Effort

Rule of Thumb No task estimated at less than 0.5 days or more than 5 days

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Example: Sales & Service Cloud Capability / Features
For Illustrative Purposes

Core Order Management

Architect
- Global Simple Case Management
- Design - Localization Services Management
Construct - Mobility
- Authentication Loyalty Management
- Process
- Delegated Administration Collaboration
- Configuration
- Development Account Management Insights
Validate 360 Customer View Reporting
- QA Sales Management Partner / Customer Portal
- UAT Product Management Mobile

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User Experience
For Illustrative Purposes

Inputs
- No. of Pages & Complexity
- Additional Deliverables
- Assumptions
For custom user experience
- mobile development
- custom user experience creation,
including most communities / sites
deployments
- custom force.com apps

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Additional Services
For Illustrative Purposes

Environment Management
- Who will be responsible for migrating changes and enhancements to production?
- Who will be responsible for migrating changes and enhancements to testing environment?
- Is test automation in scope? Who is responsible for staging test automation data?

Administrator Education
- No. of days of hands-on ad hoc administrator education

System Documentation
- Updated deployment checklist

Post Go Live Support

- No. of days and duration during which support will occur

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Data Migration & Integration
For Illustrative Purposes

Inputs
- Scoping Questionnaire
- Assumptions
Watch for
- Data Quality challenges
- Files
- Large data volumes
- API’s exist for integrating systems

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Training and Adoption Services
For Illustrative Purposes

Inputs Customer Alignment – Adoption

- Scoping Questionnaire Services
- Business Processes / Maps - Stakeholder Assessment
- Success Measures - Change management strategy
- Customer Experience - Communication planning &
- Risks / Assumptions assets
Customer Alignment - Training - Stakeholder engagement
- Training Plan planning
- Curriculum Development - Organizational impact
- Train the Trainer assessment
- Instructor Led, In Person - Change readiness assessment
Training - Monitor and control through
- Personas: Rep, Manager, Exec reports

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2. Staff Planning Methodology
Top Down

Estimated level-of-effort by role by week

Account for customer dependencies
• Approvals
• Governance/Decision Making
• Testing
• Deployment
• Change Management
• Documentation
• Data

Understand the critical path and actively manage project duration

Map the scope to the timeline and resources
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Feature Based / Staffing Plan Estimates
Bottom Up / Top Down

Need both to ensure an accurately estimated solution with a feasible work plan
Feature Based Estimate Risks and Concerns
• Outlines the Scope • Do Really Small or Really Large Project Need
• Facilities and enables review a Feature Based Estimate
• Does a Feature Based Estimate add risk to
• Drives both the proposal (DD) and SOW
large projects implying knowledge we don’t
• Enables Feature Negotiation Pre Sale and have?
Effective Project Management Post Sale
▪ Staffing Plan
• Considers Staffing Objectives and
Requirements
• Based on Critical Path (long pole In the tent)

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3. Reconciliation

Leverage actual costs from historic similar projects where possible for comparison estimate
Obtain estimates from expert resources responsible for actual delivery (usually most accurate)
Adhere to pre-established staffing policies and guidelines
Do not pad or trim the estimate without a corresponding change to scope or assumptions
Apply any discounting after the estimate is built
Fixed price bids should include cost risk premium vs. T&M

Resources: Delivery Success Risk Budget Best Practice FINAL 2018_06_12

Risk Register Lite FINAL 2018_06_12

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Bid Review
PMO Function
Typical Sales Cycle
Deal Milestone x Review Process

RSL Deal Review

Delivery Excellence
Bid Review

Regional Approvals DD
Discussion Document

CSG Leadership
Review
ROM SOW
Rough order of Statement of Work
magnitude

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Internal Reviews and Benefits
Scoping & Estimating

Regional Service Leaders

- Align on scope, approach, and staffing between the opportunity team, practice leads, RSL
and relevant subject matter experts
Delivery Excellence Bid Review
- Quality Review
- Staffing meets guidelines
- Appropriate assumptions in place
- Document versioning control
- Summary of Risk Profile for Executives
- Product, project, scope, pricing/contract, client/governance, staffing
Escalation Deal Triggers Defined

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Internal Reviews & Objectives
Scoping & Estimating

Regional Service Leaders

- Align on scope, approach, and staffing between the opportunity team, practice leads, RSL
and relevant subject matter experts
Delivery Excellence Bid Review
- Quality Review
- Staffing meets guidelines
- Appropriate assumptions in place
- Document versioning control
- Summary of Risk Profile for Executives
- Product, project, scope, pricing/contract, client/governance, staffing
Escalation Deal Triggers Defined

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Benefits of Bid Review
Scoping & Estimating

Formalize Collaboration
- Ensure deals are scoped properly and adequately staffed
- Ensure alignment between Sales and Delivery
Incorporate Lessons Learned and “Best Practices”
- Opportunity to improve deals based on learnings elsewhere in the organization
- How do you track this today to error proof (adapt your methodology)?
Distinguish well-known service offerings from new or unique deal structures
- Projects that are strategic, high-risk or high visibility receive executive attention
Summarize Risk Profile for Executives and Delivery teams
- Focus conversation on resolving potential trouble areas

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Deal Management Approval Process Dollar ranges/margins/discounts
based on the Partner Approval
Managing Delivery Risk Matrix published by Partner’s
Services Operations.
Deal Characteristics
Any services deal SOW >$xxxk Margin >= xx% Escalated deal
Margin < yy%

Activities
Service Leader Deal Review

Delivery Excellence Bid Review

Approvals
Level 1

Level 2

Leadership Level

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Question & Answer

?????

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Partner Resources - Learning Paths

Implement Like Salesforce

Learning Path
- Sell Your Services
- Propose & Finalize Contract
- Review SOW Best Practices
- Sample Non-Functional
Language
- p.force.com/ilspath

Note: Functional sample language is on

Cloud Learning Path

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Call to Action
Salesforce Adaptive Methodology

★ Join the Official: Implement Like Salesforce chatter group on the

Partner Community
• Please provide feedback on this session and the resources available
★ Create and operationalize your delivery methodology
★ Explore the Partner Learning Paths for best practice content,
sample language and tools
★ Review best practices content
★ Download the templates
★ Ask questions in the Partner Communities Official chatter groups
★ Point of Contact: Ashish Vohra - Partner Practice Development
(ashish.vohra@salesforce.com)
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46