Salesforce Admin Webinar: Processes Drive Solutions
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Being a Salesforce Admin is so much more than being a technology expert. We also have to be great business analysts. Our job is to match business needs with technology that improves processes and helps the company function better. Admins should be able to evaluate the scenario objectively and make proactive recommendations for improving the business process before bringing technology into the mix.
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Salesforce Admin Webinar: Processes Drive Solutions
- 1. Processes Drive Solutions January 25, 2017
- 2. Today’s Speakers Ben Bolopue Salesforce Administrator Quanex @sfdcgeek Gillian Bruce Admin Evangelist Salesforce @GillianKBruce
- 3. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 4. Get Social with Us! @salesforceadmns #awesomeadmin Salesforce Admins Salesforce Admins The video will be posted to YouTube & the webinar recap page (same URL as registration). This webinar is being recorded!
- 5. Join the Admin Webinar Group for Q&A! Don’t wait until the end to ask your question! • We have team members on hand to answer questions in the webinar group. Stick around for live Q&A at the end! • Speakers will tackle more questions at the end, time-allowing bit.ly/AdminWebinarGroup
- 6. Today’s Agenda • Introduction • Processes, Requirements and Solutions • Efficiency Enhancement Methods • Empowering YOU to Improve • Resources • Q&A
- 7. Introduction
- 8. Requirements Drive Processes. Processes Drive Solutions Process Requirements Components Functional Processes vs. Solutions Continuous Improvement Lean/Waste
- 9. Technology Comes Last Start with… And then… The next thing… Which is followed by… LAST is technology!
- 10. Why Technology Comes Last Stakeholders? Pre-Metrics? Objectives? Requirements?
- 12. What is a Process? • Visit grocery store • Purchase ingredients • Return home Step 1 (Gather) • Turn on stove • Put food into pan Step 2 (Cook) • Turn off heat • Put food onto plate • Get utensils Step 3 (Place Setting) • Put food into mouth • Chew • Swallow Step 4 (Consume) Example: making a meal
- 13. What is a Process? Start Cause & Effect End
- 14. What is a Requirement? Requirements are the unambiguous, concise, verifiable and necessary results of a process
- 15. What is a Solution? Solutions are refined, focused and often specialized means of solving a problem or fulfilling requirements.
- 16. Processes vs Solutions Processes are literally any series of actions or steps taken in order to achieve a particular end. Processes Solutions Specialized Focused Refined Particular End: Requirements? Any Series of Actions Solutions are refined, focused and often specialized means of solving a problem or fulfilling requirements.
- 18. What is Continuous Improvement (CI)? A general practice of people leveraging various tools to better the efficiency of processes. Lean Six Sigma
- 19. What is Continuous Improvement (CI)? Lean • Known Problems • Methodical focus on elimination of waste & creation of standardized processes • Simple • Visual Six Sigma • Unknown Problems • Statistical reduction of variation • Standardize processes • Analyze data to determine unknown root causes
- 20. What is Waste? Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting Waste is anything that doesn’t add value or aid in the meeting of stated requirements.
- 21. Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting What is Waste? Re-doing things
- 22. Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting What is Waste? Unnecessary movement of people or things (data)
- 23. Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting What is Waste? Going too far above & beyond
- 24. Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting What is Waste? Doing things unnecessarily
- 25. Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting What is Waste? Wasted talent
- 26. Rework Motion/ Conveyance OverproductionProcessing Underutilization of Human Resources Waiting What is Waste? Any time spent waiting for the previous step in a process to be completed.
- 28. Process Example: Request for Quote • Long-time employee, but new admin • Work with Sales & Customer Service teams to get quote process into SFDC • No real direction/authority • Completely responsible for success of project • SABWA • Salesforce Administration By Walking Around • Thank you Mr. Gerholdt!
- 29. Process Example: Request for Quote • Phone or Email to Customer Support requesting quote Sales • Documents details in Excel • Emails to supervisor monthly Customer Service • Looks up price in binder • Fills in paper form Customer Service • Scans paper form • Emails form back to Salesperson Customer Service • Attaches form to Email • Sends Email to customer Sales
- 30. Process Example: Request for Quote Sales Sales requests a quote via Phone or Email
- 31. Process Example: Request for Quote Supervisor Workbook 1 Workbook 2 Workbook 3 Workbook 4 Workbook 5 Customer Service Customer Service documents details of the request in Excel workbook Each team member emails local copy of workbook to supervisor
- 32. Process Example: Request for Quote Customer Service Reference single binder Fill out paper form Customer Service reference single pricing binder Fill out paper form
- 33. Process Example: Request for Quote Scan It Email It Customer Service Customer Service scans form Emails back to salesperson
- 34. Process Example: Request for Quote Review It Email It Sales Sales reviews the quote Attaches it to another email Sends it back to the customer
- 35. Process Example: Request for Quote • Phone or Email to Customer Support requesting quote Sales • Documents details in Excel • Emails to supervisor monthly Customer Service • Looks up price in binder • Fills in paper form Customer Service • Scans paper form • Emails form back to Salesperson Customer Service • Attaches form to Email • Sends Email to customer Sales
- 36. Process Example: Request for Quote Rework Motion/ Conveyance Overproduction Processing Underutilization Of H.R. Waiting Cheryl (CSR) “Sometimes Sales calls while we’re at lunch. Have you ever tried filling out a quote form while listening to a voicemail? It seems to me that they forget to include half the required details about half of the time. That means I have to call them back, or email them with questions and wait for a response before I can finish their quotes!” • Phone or Email to Customer Support requesting quote Sales • Documents details in Excel • Emails to supervisor monthly Customer Service • Looks up price in binder • Fills in paper form Customer Service • Scans paper form • Emails form back to Salesperson Customer Service • Attaches form to Email • Sends Email to customer Sales
- 37. Process Example: Request for Quote Rework Motion/ Conveyance Overproduction Processing Underutilization Of H.R. Waiting Brian (CSR) “What we do is simple… We get a request. We go to Cheryl to get a blank form, we go to the bookcase to get the price book, we try to figure out what the salesperson actually needs, we complete and send out a quote form, and, lastly we wait for the complaints of inaccuracy to come in so we can re-do the entire process with the right information. I could save us all a lot of time if they’d just let me put all this stuff into Access…” • Phone or Email to Customer Support requesting quote Sales • Documents details in Excel • Emails to supervisor monthly Customer Service • Looks up price in binder • Fills in paper form Customer Service • Scans paper form • Emails form back to Salesperson Customer Service • Attaches form to Email • Sends Email to customer Sales
- 38. Process Example: Request for Quote Rework Motion/ Conveyance Overproduction Processing Underutilization Of H.R. Waiting Rosa (Sales) “Things work fine… So long as you don’t mind waiting a week to find out that Customer Service didn’t get something right and you’ll need to either wait another week for them to correct it, or get their supervisor to expedite your request. I get around this by keeping a stack of blank quote forms handy. If ever I need a quote, I just fill out as much as I can and send it over to Customer Service to fill the rest out. I’m only a 20 minute drive away, so I’ll often deliver a hard copy too, just in case.” • Phone or Email to Customer Support requesting quote Sales • Documents details in Excel • Emails to supervisor monthly Customer Service • Looks up price in binder • Fills in paper form Customer Service • Scans paper form • Emails form back to Salesperson Customer Service • Attaches form to Email • Sends Email to customer Sales
- 39. Requirements Drive Processes. Processes Drive Solutions Technology comes last! Process Requirements Components Functional Processes vs. Solutions Continuous Improvement Lean/Waste
- 40. Resources
- 41. Resources Trailhead Process Automation Module Free Process Mapping Solution Dreamforce Session Requirements Drive Processes. Processes Drive Solutions. Salesforce Admins Podcast Benjamin Bolopue with Process First The Gif Squad #GIFSQUADFORGOOD The SFDC Geek A work in process(es)