Information Technology Management at Plantronics Tom Gill, VP / CIO October 16, 2008.
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Transcript of Information Technology Management at Plantronics Tom Gill, VP / CIO October 16, 2008.
Information Technology Management at Plantronics
Tom Gill, VP / CIO
October 16, 2008
2Plantronics, Inc.
Highlights
Plantronics Overview• History
• Mission / Differentiators
• Growth Opportunities / Products
IT at Plantronics • Overview
• Roles
• Solutions
• Challenges / Trends
Q&A
3Plantronics, Inc.
Plantronics Evolution
FY 1994: $132.3MMajority Contact Center
FY2008: $856.3M
Office
From Specialty Headset Company to Leader in Business and Consumer Audio Solutions
Office
34% Music
13%
Mobile, PC, Other24%
Contact Center
29%
OCC$520M
$108.4M
$207.9M
4Plantronics, Inc.
Mission: Enhance Communications and Entertainment
Sound
Style
Simplicity
5Plantronics, Inc.
Key Differentiator: World Class Sound
Expertise in analytical and psycho-acoustics
Expertise in human factors
Mission critical development for NASA, FAA, Military, 911, NYSE
Over 400 Patents
Continue strong R&D investments
Human FactorsSound ChamberRadio Frequency Lab
6Plantronics, Inc.
Key Differentiator: World Class Design
Darrin CaddesVP Corporate Design
7Plantronics, Inc.
Key Differentiator: Simplicity
Integrated solutionsPlug and Play Wireless VoIP
Multipoint Technology& Quick Pair
8Plantronics, Inc.
Headset Growth Opportunities
0
1,000
2,000
3,000
4,000
CY07 (e) CY12(e)
WW Industry Revenue ($M)•Industry Secular CAGR’s
2-4% Contact Center
10-12% Office
10-15% Mobile
~10% Computer & Gaming
2-4% Clarity
Overall 9-12%
•Growth rates vary with economy, pricing trends, replacement cycles, adoption rate, and employment levels
Sources: Gartner, IDC, IDG, Strategy Analytics, NPD Intellect, GFK, Carnegie Research, Company estimates
9Plantronics, Inc.
The Big Opportunity: Office
Heads et us ag e w ith the
des kphone (U.S .)
7%
93%
Users Opportunity
Marketing to increase adoption
Upgrade existing users
Upgrade new users in faster cycle
Roll-out + introduction of office communications solutions
Telecommuters
New office work• Unified communications
Source: Company Research
10Plantronics, Inc.
Unified Communications is a Huge Opportunity
Unified Communications is Expected to Increase Headset Adoption
Source: IDC 2007 Report
Billions
WW UC Ecosystem Revenue: 38% CAGR through 2011
11Plantronics, Inc.
Premium Products for the Office
Excellence in Style, Simplicity and Sound
12Plantronics, Inc.
An Emerging Opportunity: Home Office Professionals
No wires. No hands. All business.Calisto Pro Series gives you the power to stay connected handsfree, anywhere you work. The DECT phone with integrated Bluetooth headset answers landline, VoIP
and mobile calls.
13Plantronics, Inc.13
Confidential
Collaborate AnywhereUC Headsets for All Work Settings
Office work: - Best voice fidelity - Large wireless range
Hoteling: - Privacy - Portability - No desk phone
Telework: - At home mobility - Multi-tasking work-life - Multiple devices at home
On the go: - Portability of tools - External noise - PC + mobile device
Headsets Designed for the Way You Work
14Plantronics, Inc.
Mobile Bluetooth Headset Opportunity
0
20
40
60
80
100
120
140
160
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Mono S tereo
Units/Millions
Stereo Bluetooth to grow to 20% of Units
Source: Strategy Analytics, August 2007
CAGR Forecast of ~15% through 2012
15Plantronics, Inc.
Spring 2008 Bluetooth Product Line
Explorer 370Explorer 360Explorer 220
Voyager 855Voyager 520
“Best in Bluetooth” – CES Bluetooth SIG
Editor’s Choice
Water, dust & dirt resistant
Discovery 925
16Plantronics, Inc.
Consumer Audio Growth Opportunities
0
500
1,000
1,500
2,000
2,500
3,000
WW Industry Revenue
($M)
CY07 (e) CY12(e)
•Industry Secular CAGR’s–10 - 14%: Docking Audio–5-7%: PC Audio–~12%: Combined
•Also Pursuing Adjacent Markets MP3-enabled cell phonesHome AudioHeadphones
Sources: CES, IDC, Gartner, Apple, Company estimates
17Plantronics, Inc.
Emphasizing the Altec Audio Heritage
Consumer Insights:
Solving REAL needs
Create Desire Through Design:
Visible emphasis on audio performance
Altec Sound Signature:
Natural sound and fidelity
1) Research completed to understand changing consumer behavior in digital music; create products that intuitively respond without adding unneeded features and driving up cost
2) Design for the heart, because music is intensely emotional; reference Altec’s audio history; use ID to pull consumers; focus on fit and finish
3) Emphasizing 70-year heritage of sound; created credible sound signature
Product, Design, and Sound Strategies
18Plantronics, Inc.
IM600
The Beginning of the Altec Lansing Portfolio Refresh
Upgrader Series
XM3120 IM414Wireless PT Series Sound Bar
(2.4 GHz)
T612
iPhone Dock
iPod Dock
19Plantronics, Inc.
Corporate Objectives for FY09 & FY10
Increase adoption of wireless headsets in the office through continued investment in new products and marketing campaigns
Upgrade our existing customers with compelling product performance enhancements
Expand our market share and improve our profitability in Bluetooth mobile
Improve overall cost efficiency
Improve the product portfolio and turn around the profitability in our Altec Lansing division
20Plantronics, Inc.
IT is Positioned to Help Meet Corporate Goals!
100+ employees in eight WW locations
• Key North America locations
• Corporate headquarters
• Mexico design center and factory
• Altec Lansing headquarters
• EMEA hub – Swindon, UK
• APLA hub – Suzhou, China
Emphasis on virtual teams and collaboration
• Distributed projects
• Centers of excellence
• Platform standards
• Common processes – migrating to ITIL framework
21Plantronics, Inc.
Project Management – A Key Competency
Project Portfolio Management
• Increases business value of IT
• Aligns projects with strategic business drivers
• Requires ROI analysis and business case
• Includes governance model with periodic reviews
Project Management Framework
• Based on Prince2
• Emphasis on stage deliverables
• Requires stage exit approvals by IT and business stakeholders
• Consolidated using portfolio management tool that combines projects sites and includes management dashboard
22Plantronics, Inc.
Complete assessment of business justification, feasibility, benefits, costs, ROI, and risk
Startup Initiate Deliver Close
Act
ivit
ies
D
eliv
erab
les Project Brief
Project Site
Stage Approval
Prioritize project with others in the queue
Assign IT Project Manager
Define project roles and assign resources
Develop the high level milestones
Baseline Project Schedule
Resource Assignments
Project Risks
Stage Approval
Execute the delivery and testing of the work products agreed to during the previous stages
Ensure effective communication and approval of user acceptance, IT change control, and support plans prior to implementation
Project Release Plan
Stage Approval
Ensure that all project documentation is captured and published appropriately
Close out the project
Project Close Checklist
Stage Approval
IT Project Stages
23Plantronics, Inc.
Current Project Portfolio Summary
Stage Project Count
Startup 61
Initiate 12
Delivery 46
Close 10
24Plantronics, Inc.
Current Project Portfolio - Examples
Supply Chain Re-engineering and Optimization
• Demand Planning
• Sales and Operations Planning
• Global Order Promising
• Advanced Planning
Modular Messaging – Convergence of email and voicemail into the same inbox
Business Intelligence – Revenue Planning
Business Continuity Plan and Architecture Update
25Plantronics, Inc.
Key Roles – Business Applications
Business Analysts – Configure business applications to optimize business processes
Application Developers – Design and develop applications, customizations and business intelligence solutions
Database Administrators – Support and optimize Oracle and MS SQL applications and databases
Project Managers – Coordinate activities and manage risk
26Plantronics, Inc.
Key Roles – Infrastructure Management
System Administrators – Manage servers and storage platforms
Network Engineers – Manage wide area and local area networks
Telecom and Messaging Analysts – Manage unified communications infrastructure
Service Desk Agents – First line of support for applications and employee technology assets
27Plantronics, Inc.
IT Roles – Emerging Competencies at Plantronics
Project Management / PMO
Security
Compliance
End user change management
Risk management and business continuity
28Plantronics, Inc.
IT Solutions – Key Business Applications
Oracle E-Business Suite – Finance, HR, supply chain, HR…all workflow enabled
Salesforce.com – Sales and customer care
MS Sharepoint Server – Plantronics Portal
• Team sites
• Unstructured content
• Forms, tools, links to applications
Business Intelligence
• Information Warehouse
• Business Objects
• Oracle Analytics
• Hyperion Planning
Plantronics.com
29Plantronics, Inc.
IT Solutions – Key Infrastructure Technologies
LAN / WAN
• Masergy MPLS WAN
• Cisco routers and switches and WiFi access points
• Checkpoint firewalls and VPN
• Riverbed WAN accelerators
Unified Communication
• MS Exchange / Outlook
• Microsoft Office Communicator (text, voice, video)
• Avaya VoIP Servers and Modular Messaging
• MS Live Meeting
Windows and Sun Solaris Servers
EMC Storage Area Networks
Mobility devices (Window Mobile, Blackberry, smartphones, wireless notebooks)
30Plantronics, Inc.
IT Solutions – Infrastructure Management Tools
Enable more efficient use of human resources
Device configuration – ensures consistency
Virtualization (VMWare)
• Faster deployment
• Flexibility / optimized use of resources
• Green IT
Remote support – in office, road warriors and teleworkers
Monitoring tools
• Network
• Servers
• Applications
• Database extrusion
31Plantronics, Inc.
IT Challenges at Plantronics
Optimizing business value of technology investments
Managing global teams / projects
“Business led” technology initiatives
Change management
Process maturity
People!
32Plantronics, Inc.
IT Trends at Plantronics
Migration to SaaS applications / Cloud Computing
SOA – Services Oriented Architecture
pFlex – Plantronics office of the future initiative
33Plantronics, Inc.
Q&A