Selected case studies for Business Analysts Competency Centers
Flexible Business Analyst Competency Center
Client: Financial Services Client
Background: The client was facing the challenge of how to
effectively deploy quality business analysts on projects in an
environment with significant fluctuating demand.
Approach and Impact
 Deloitte partnered with our client to address these
challenges, leveraging Deloitte’s Global Flexible Business
Analyst Resourcing model and creating a Competency
Center
 Improved client’s ability to mobilize resources for critical
programs / projects and source the right skill, at the right
time
 Drove improved project results through consistent use of
skilled and experienced Business Analysts
 Improved client leadership effectiveness, allowing them to
focus on value-added activities
Team
 Integrated team of onsite long-term resources and offshore
India Business Analyst team members
-- 11 --
Business Analyst Methodology Enhancement
Client: Life and Annuity Client
Background: The client requested an assessment of its
Software Development Lifecycle (SDLC) methodology to
address challenges related to utilization of resources,
inconsistent use of best practices and technology delivery
taking longer than anticipated.
Approach and Impact
 Conducted a rapid 60 day assessment of existing SDLC
capabilities and identified gaps in both skills, resources and
governance framework:
 Defined an implementation strategy for a new Competency
Center for application support including:
 Processes – Defined processes to enhance and
institutionalize existing SDLC methodology
 Support Assets – Developed template samples, checklists
to support the new methodology
 Roles – Specified clear roles and responsibilities
Team
 Integrated team of resources located across three locations
 Onsite advisors and project managers provide accountability
and interact with executives, IT staff, and stakeholders
Selected case studies for Testing Competency Centers
Testing Competency Center Strategy & Roadmap
Client: Top US Health Plan Provider
Background: The technology strategy conducted by the client highlighted
deficiencies in the current state of quality assurance and testing which were
resulting in quality issues in the client’s production environment..
Approach: Deloitte Consulting LLP to provided leadership and support in defining a
Testing CoE strategy, approach and timeline for building stronger testing
capabilities across the enterprise
 Developed hypotheses related to future state changes that would positively impact
quality
 Conducted analysis and validation sessions with key enterprise stakeholders to
review and validate the future state hypotheses and challenges to implementation
 Defined a future state model for testing. The future state view included
̵ Building a comprehensive testing competency center to provide governance,
standardization, planning and execution support for the enterprise
̵ Developing and implementing standardized processes across the enterprise
̵ Implementing standard entry and exit gates for all test phases
̵ Building a centralized services model for key testing support services such as
data creation and automation
̵ Provided a detailed roadmap for implementation of the future state and a
breakdown of costs and benefits of implementation
Results Summary
As a result of the pilot and on-going Test center implementation projects, the client is
working to realize the following quantifiable benefits:
 Approx $900k of savings based on a 15% reduction in production defects in a 6
month period
 Approx $750,000 savings based on a 10% increase in use of automation for
system test and regression over a six month period
-- 22 --
Testing Competency Center Implementation
Client: Top US Financial Services Provider
Background:. The client embarked on a transformational initiative included
establishment of a centralized testing center. The center was developed to support
transformational efforts that were scoped to change most aspects of their base
credit card operations.
Approach: Deloitte acted as the primary strategic and tactical partner for
establishment and execution of the client’s testing program supporting the
transformation. As such, Deloitte took a lead role in collaborating with the client to
architect, plan, design, and build the test center, as well as plan and execute the
deployment strategy for the actual transformation projects and programs.
Specifically, Deloitte led or assisted in:
 Establishing center operations, including: defining governance processes, metrics
and reporting
 Driving communication, training, and related change readiness
 Defining the future-state center organizational model
 Developing a set of actionable work plans and roadmaps to manage and drive
testing center implementation
 Establishing Center pilots, business case, and
 Establish shared services for the center, including automation, performance testing,
test data support
Results Summary
As a result of the pilots and on-going Test center implementation projects, the client is
realizing the following quantifiable benefits:
• Approx 6 week faster delivery of high quality products to marketplace over a 9
month pilot period
• Approx 20% reduction in number of post production defects in pilot projects
1. Implementing a Global ERP System in a complex
regulatory environment

Prospective — Computer system validation

• A leading global medical device manufacturer faced with the challenge of consolidating over 7 franchises with varying business
Client processes operating globally into a singe ERP instance to:
opportunity/ ­ Better position to integrate new businesses/product lines
challenge
­ Standardize business processes globally

• Harmonize FDA and SOX compliance in an effective and efficient manner, presenting a single approach and documentation
effort.
Deloitte
• Project already 24 months underway. Deloitte regulatory has assembled a regulatory team consisting of both off site and on
role
shore consultants
• Provide client with a complete, manageable, and useable validation and compliance documentation package, satisfying both
domestic and international regulatory requirements

• Accelerated activities to define and document system, functional and regulatory requirements
• Reviewed 500 design documents and 3500 scripts
• Performed rationalization and harmonization of all global regulatory business and technical requirements
Results &
benefits • Leveraged SLDC risk-based approach to achieve compliance while minimizing current and future validation costs.
• Performed risk assessment to determine the criticality and complexity of the ERP application. Provided a justified, documented
assessment of business, technical, and regulatory risks associated with the system.
• Risk assessment results were used as input into the validation planning/activities, and subsequently system testing to
concentrate efforts in critical areas

Key • Deloitte U.S.: George Serafin, Elvia Novak, Philip Gesualdo, Satya Patloori
stakeholders • U.S. India AERS: Preeti Devi, Venu Gopal, Varma Bhupathi, Preet Kanwal Josan, Kunal Thapar, Rajesh Magapu

3 Copyright © 2011 Deloitte Development LLC. All rights reserved.

2. Leading Pharmaceutical Client

Computer system validation

Client • The Client was on SAP CRM 4.0 system for their sample disbursement and audit application. SAP had released the latest SAP
opportunity/ CRM 7.0 system and was withdrawing support for SAP CRM 4.0. This called for the upgrade to happen and changing of
challenge business requirements
• Our comprehensive approach supported all key components of the CRM system validation initiative including functional
processes, bolt-ons, reporting, data conversion, data transmission, IQ/OQ/PQ documentation, standard operating procedures
and 21 CFR Part 11 compliance. The activities in the validation thread integrate strongly with the other project dimensions:
­ Leverage our existing Validation tool set
Deloitte
role ­ Validate computer-related systems, inclusive of the business processes that surround them
­ Reduce redundancies by making validation and integral part of the overall project management process
­ Identify effective practices from a Current Good Manufacturing Practices (cGMP) business perspective throughout the project
­ Identify and mitigate regulatory risks to the project to achieve the desired result
­ Transfer knowledge of validation, compliance, and testing activities to Forest personnel

Results & • Deliver an efficient CRM 7.0 system complying with GxP requirements in a regulated environment.
benefits
• Provide comprehensive project documentation including SOPs, and key validation deliverables, and training documents to
facilitate effective knowledge transfer to the client.

Key • Deloitte U.S.: George Serafin, Matin Shaikh, John Gurski

stakeholders • U.S. India AERS: Vijay Garapati, Nimish Tewari

4 Copyright © 2011 Deloitte Development LLC. All rights reserved.

Lawson Re-architecture

Project
Client Information:
Description & CIGNA identified deficiencies in the current state of quality assurance and testing,
Business which were resulting in quality issues in CIGNA’s production environment.
CIGNA Corporation
Challenge

CIGNA engaged Deloitte Consulting LLP to provide leadership and support in defining a strategy, approach, and timeline for building stronger
Scope
testing capabilities across the enterprise.

Engagement Details Results & Outcomes

Start Date: 07/21/2008 End Date: 10/03/2008 The project is currently moving into the implementation phase, where
expected results include:
• Worked with CIGNA leadership to detail current challenges and identify •Improved quality of testing and reduced production defects across the
opportunities for improvement enterprise
• Developed hypotheses related to future state changes that would positively •Efficiently aligned testing organization with productive and cost-effective
impact quality at CIGNA use of resources
• Defined a future state model for testing at CIGNA •Lower overall testing cost due to reduced cost of fixing defects, lower
retest percentage, and increased automation and economies of scale
The future state view included: realized from centralizing key services
• Building a comprehensive testing competency center to provide governance, •Faster time to market for software delivery
standardization, planning, and execution
• Developing and implementing standardized processes across the enterprise
• Implementing standard entry and exit gates for all test phases
• Upgrading the current environments and providing environment governance
across the enterprise
• Building a centralized services model for key testing support services such as
data creation and automation

Project Size & Delivery Model Industry & Service Line Tools
• Deloitte FTEs: 5 • Industry: Health Care & Life Sciences • Deloitte Testing CoE Methodology
• Duration: 2.5 months (HCLS) • Deloitte Systems Development Playbook
• Impacted: • Service Line: Health Plans

Test Strategy Y Test Execution - Conversion Testing - On Site Y

Type of Testing
Services Test Plan - Test Automation - Center of Excellence Y Near Shore -
Performed
Test Case Development - Stress/Perf Testing - Vendors / Partners - Off Shore -

Key Project Project Partner: McCarter, Kevin (US – Chicago)

Contacts Project Manager: Pereira, Rohit (US – Austin)

-- 55 -- DRAFT - FOR DISCUSSION ONLY

Test Competency Center – Genzyme Genetics (remove client for external publications)
Deloitte was engaged to strategize and setup a QA framework and align business
and IT on a large transformation project at Genzyme. Genzyme provides
hospitals and physicians with highly specialized diagnostic testing far more
Project advanced than the services offered by standard medical labs.
Client Information:
Description &
Business After growing rapidly through a series of acquisitions, it found itself with a
Genzyme Genetics collection of independent businesses, each operating with a different set of
Challenge
systems and processes. This silo approach was costly and inefficient, which
prevented the company from using its test results to drive research and
development innovation, which was a strategic necessity.
Transform three core elements of its business: (1) customer relationship management, (2) laboratory operations and (3)
Scope
billing/reimbursement. Also, overhaul its IT infrastructure to support the overall transformation effort.
Engagement Details Results & Outcomes
Start Date: April 2007 End Date: On-going • The TCC coordinated with Genzyme’s Corporate Compliance Team
to review the critical components
• Deloitte established a governance model
• Based on reasons for establishing the TCC, the focus was on
• Deloitte provided Genzyme with two TCC implementation options of which the
Knowledge Transfer model worked best for them • Broken or flawed business processes
• Deficient system design and configuration
• Deloitte defined the roles and responsibilities and established a framework for • Insufficient training
implementation • Data Management issues

• Adoption of TCC happened only after users were aware of

processes and services available.

• Established a new way to provide sustainable support that remains

business focused
Project Size & Delivery Model Industry & Service Line Tools
• Deloitte FTSE: 2; Over all - ~18 • Industry: HCLS • Live Link
• Duration: 8 months initially, on-going optimization • Service Line: Systems Integration • Rational ClearQuest
Test Strategy Y Test Execution N Conversion N On Site Y
Type of Testing
Services Test Plan N Test Automation N Center of Excellence Y Near Shore N
Performed
Test Case Development N Stress/Performance N Vendors / Partners - Off Shore N
Key Project
Contacts Nitin Mittal – Boston; Naveen Kumar – New York; Kim Tatum – Austin

-- 66 -- DRAFT - FOR DISCUSSION ONLY