What does “Business Architecture” mean? How do we create a Business Architecture? And critically how do we practically apply it to help inform strategic decisions and investments? This talk will demonstrate the key points in creating a Business Architecture, the major artefacts and how to apply them. Introduction : What is a Business architecture & why do we need one? The Strategic Context: capturing and articulating business motivation The value system and the business value chain The Business Capability view What is a Business Capability?: How do we describe a Capability? Identifying strategically important Capabilities Measuring Capability maturity and gaps Views and viewpoints: Business & Technology Pain points Programme overlay: Are we investing in the right capabilities & applications to address them? Architecture interconnects: Business Architecture, Enterprise Architecture and the Strategic Roadmap Creating traceability from IT decisions to business goals Throughout a Case Study from Financial Services will be used to illustrate the approach

1. APPLYING
BUSINESS ARCHITECTURE
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 1
A Practical Application of
Business Architecture
PRESENTED BY:
David O’Hara
Principal Consultant, EMEA

2. PRACTICAL APPLICATION OF
BUSINESS ARCHITECTURE
› Introduction
› What is Business Architecture?
› Case Study: InsureCo
› Understanding Business Motivation
› The Capability View and the Business ‘Anchor ’ Model
› Capability Model Overlays
› Measuring Capability Maturity
› Capabilities and Applications
› The Strategic Roadmap
› Summary
› Q&A
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 2

3. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 3
INTRODUCTION
› 20 years in Business-facing roles in
the IT industry, mostly private
sector (Telco, Retail, FS…)
› Practice Manager (EMEA) at
Enterprise Architects
› Business Architecture practitioner
& trainer
› Specialising in Business
Architecture over 9+years:
» Business Engagement
» Business Motivation
» Capability Driven Planning
» Enterprise Roadmaps
» Building EA Practices
DAVID O’HARA
Enterprise /
Business Architect
TWITTER:
@DaveO_EA
BLOG:
www.davidaohara.com
EMAIL:
david.ohara@enterprisearchitects.com

4. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 4
JOIN THE
DISCUSSION
FIND US AT:
Follow our blog:
enterprisearchitects.com
@enterprisearchs @eatraining
@daveo_ea
enterprise-architects
enterprisearchitects
EntArchitectsEA
Subscribe to our mailing list:
marketing@enterprisearchitects.com


5. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 5
UNDERSTANDING
BUSINESS ARCHITECTURE

6. WHAT IS BUSINESS ARCHITECTURE?
We like to refer to it as “The design of business”
It is about giving strategic business objectives greater clarity and
structure by describing how they translate into operations.
The goal of Business Architecture is to operationalise business
strategy, thereby helping business leaders avoid a risky leap directly
from strategy to specific project investments.
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 7

7. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 8
ENT E R P R I S E ARCHI T E C TUR E
OUTCOMES
BUSINESS
ARCHITECTURE
IS AN INTEGRAL
PART OF THE
ENTERPRISE
ARCHITECTURE
Business Architecture provides the crucial
business context for the ‘technical’ layers,
aligning architecture ‘services’ to provide
coherent business outcomes.
BUSINESS
INFORMATION
APPLICATIONS
TECHNOLOGY
SERVICES

8. POSITIONING BUSINESS ARCHITECTURE
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 9
Business Architecture must connect
strategy to business and IT change
Implementation
Strategy
Business Architecture

9. FAILURE POINTS BETWEEN STRATEGY
& IMPLEMENTATION
In navigating the minefield between strategy and execution there are multiple possible failure points
STRATEGY PROJECTS
   
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 10
Strategy not sufficiently
tied to operations
Needed capabilities not
properly understood or
measured
Planners not accountable
for delivery
Benefits aren’t
quantified or traced
back to original goals

The drivers of strategy
are often misaligned
Are we investing in the right areas
across the enterprise?
Is my investment portfolio
balanced across all of the
economic value add dimensions?
Are the strategic programs aligned,
or for that matter, are they the right
strategic programs?
Where can we take advantage of
synergies across the major
strategic programs?
There is a lot of activity going on
out there, how do I know we are
doing the right things?

10. HOW DOES
BUSINESS ARCHITECTURE HELP?
1
2
Then establishing the resources that are needed by the capabilities
and ensuring that architecture provides oversight at portfolio level
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 11
Business Architecture directly addresses the failure points
between strategy and implementation…
Creating a clear view of the goals, value drivers and corresponding
levers that drive the strategy and the target Business Model
Clearly linking the strategy to operations
through CAPABILITIES
3

11. ARE WE DOING BUSINESS ARCHITECTURE?
Value increases when mandate increases.
Maximise Product Profitability
Maximise Market Share
Maximise Customer Lifetime Value
D
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 12
EA = IT Architecture
Improve project performance
EA = Enterprise-Wide
IT Architecture (EWITA)
Improve enterprise wide program
and portfolio performance
EA = Business Architecture (BA)
+ EWITA
Improve Business Performance
EA = Strategic Enabler
+ BA + EWITA
Improve Market Performance
(Shareholder Value)
A
B
V A L U E
M A N D AT E
C
E
EA = Product Architecture
+ BA + EWITA
Improve Product/Service Performance
Business Architecture is
seen as a positive
progression away from IT

12. CASE STUDY: INSURECO
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 13

13. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 15
OVERVIEW
› The business environment at INSURECo has become more
challenging
› Requires greater focus on core competencies and what
differentiates them from the competition
› New players are arriving on the scene with improved value
propositions
› New techniques and technologies increase competitiveness
› Competitors are beginning to specialise and then turn to others
to supplement capabilities that are not core competencies
The Exco Viewpoint

14. INSURECO. BUSINESS DESIGN
PROJECT STORY AREAS OF FOCUS
INSURECo. need to re-assess their current
business model with a remit to identifying
areas for improvement and capability uplift.
Areas of focus include:
• Simplification,
• improved time to market,
• standardisation of products
• balancing the market mix for “on-demand”
and “for need” products.
Understanding the current state view of the
Business, Application, Information and
Technology landscape
Producing a hypothesis of the desired future
state based upon the business motivation
From this desired target state, perform a Gap
Analysis to define the changes required to
achieve the strategic goals
This gap analysis will form the basis of the IT
transformation Roadmap
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I Business Analysis Conference Europe 2014 S E A R C H I T E C T S | PAGE 16

15. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 17
UNDERSTANDING
BUSINESS MOTIVATION

16. WHAT IS THE BUSINESS MOTIVATION MODEL?
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 18
The language of strategic planning is often inconsistent.
The BMM provides us with a Consistent Language to
articulate business strategy.
“The BMM is a technique in which one determines an ultimate
goal and determines the best strategy for attaining the goal in
the current situation”
Mission
Strategies
Tactics
Vision
Goals
Objectives
A statement describing the aims, values
and overall plan of an organisation.
e.g. “To be the leading creator and
protector of wealth.”
The strategic plan.
e.g. “Defend our current customer
base to reduce churn and increase
repeat business”
A concise statement of a desired change.
e.g. “To be the leading provider of wealth
management services in our major target
markets within the next 5 years.”
A high level statement of what the plan
will achieve.
e.g. “Improve customer satisfaction (over
the next five years)”
A Course of Action that channels
efforts towards objectives
e.g. “Call first-time customers
personally”
The outcome of projects improving
capabilities, process, assets, etc.
e.g. “Develop an operational customer call
centre by June 30, 2015”

17. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 19

18. BUSINESS CAPABILITIES
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 20

19. Information
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 21
STRATEGIC COHERENCY
One of the ways we create coherence is
Through capability based planning.
Capability driven architectures are designed to
support the strategic objectives of an organisation.
Mission
Strategies
Tactics
Vision
Goals
Objectives OUTCOME
CAPABILITY
People
Process
Technology
Capabilities consist of
people, process and
technology
To fully understand a
capability all these
components must
exist regardless of
their maturity level

20. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 22
WHAT IS A CAPABILITY?
› An ability that an organisation, person, or
system possesses. Capabilities are typically
expressed in general and high-level terms and
typically require a combination of organisation,
people, processes, and technology to achieve.
For example, marketing, customer contact, or
outbound telemarketing – The Open Group
› The power or ability to do something – Oxford
English Dictionary
› Measure of the ability of an entity (department,
organisation, person, system) to achieve its
objectives, specially in relation to its overall
mission – Business Dictionary
› The ability to perform or achieve certain actions
or outcomes through a set of controllable and
measurable faculties, features, functions,
processes, or services – Wikipedia
Some Definitions…

21. IDENTIFYING CAPABILITIES
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 23
› All enterprises have ‘capabilities’: Capabilities are
the things the enterprise must be able to DO in
order to fulfil its mission
› Capabilities will tend to persist over time
» What changes is the way in which the
capability is fulfilled (the ‘How’), who is
fulfilling the capability, where it takes place and
their importance to the business strategy
› Capabilities are expressed as outcomes and
should be agnostic of technology, product,
organisational unit, etc.
» Meaning the same capability could be
performed in different ways depending on
context, channel, etc.
› Capabilities can be described in a simple one-page
view… the Business Capability Model
Some Guidelines…

22. BUILDING THE CAPABILITY MODEL:
THE VALUE CHAIN
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 24
Value Activity
1
Value Activity
2
Value Activity
3
Margin
› Every firm is a collection of
activities that are performed
to design, produce, market,
deliver and support its
products and services
› The value activities are the
building blocks by which a
firm creates products which
are valuable to its consumers
› So… the key value-driving
activities are a starting point
to help identify key
capabilities required by your
value chain

23. T H E B U S I N E S S ‘C A PA B I L I T Y MO D E L
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 25
The capability model represents the
"map" of the organisation…

24. THE BUSINESS CAPABILITY MODEL
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 26
…and like a map of a city, the business anchor model can
have many overlays, each communicating a different
message based on the same underlying structure

25. Chief Information Officer Chief Distribution & Marketing Officer Chief HR Officer Chief Investment Officer Chief Finance Officer Chief Operations Officer
General Counsel & Company Secretary
Customer
Services Leader
Operations Leader: Underwriting &
Market Development and Sourcing Productising and Bundling Sales and Distribution Servicing
Business Development & Sales
Leads Generation
People Process Info. Tech.
N/A N/A N/A N/A
Leads Management
People Process Info. Tech.
N/A N/A N/A N/A
Broker Management
People Process Info. Tech.
N/A N/A N/A N/A
Product Packaging
Pricing
Product Management
Policy Administration
People Process Info. Tech.
N/A N/A N/A N/A
Consolidated Reporting
People Process Info. Tech.
N/A N/A N/A N/A
Lump Sum Claims
Delivery Method Registration
Value Transaction
Management
Premium Management
People Process Info. Tech.
N/A N/A N/A N/A
Payments Management
People Process Info. Tech.
N/A N/A N/A N/A
Specialist Training
Client Servicing
Partner Strategy & Support
Sponsorship
People Process Info. Tech.
N/A N/A N/A N/A
Client Communications
Adviser Relationship
Management
Process Execution People Process Info. Tech.
Renewals
Consulting
People Process Info. Tech.
N/A N/A N/A N/A
Dealership Relationship
Management
Operational Performance
Knowledge Management People Process Info. Tech.
Resource Allocation People Process Info. Tech.
N/A N/A N/A N/A
Government
Reinsurance
Management
Project Execution People Process Info. Tech.
People Process Info. Tech. Policy
N/A N/A N/A N/A
Enterprise
Architecture
Procurement
People Process Info. Tech. Management
N/A N/A N/A N/A
Candidate
Assessment and
Talent
Redeployment &
Employment
Offers &
Contracts
Disaster
Infrastructure
Recovery People Process Info. Tech.
© Enterprise Architects (Vic) Pty Ltd 2014
Application
People Process Info. Tech.
N/A N/A N/A N/A
Tenders
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Strategic Pipeline
People Process Info. Tech.
N/A N/A N/A N/A
Tactical Pipeline
People Process Info. Tech.
N/A N/A N/A N/A
Policy Acquisition
People Process Info. Tech.
N/A N/A N/A N/A
Needs Analysis
People Process Info. Tech.
N/A N/A N/A N/A
Product Selection
People Process Info. Tech.
N/A N/A N/A N/A
Quotation & Illustration
People Process Info. Tech.
N/A N/A N/A N/A
Customer Service
Claims Management
People Process Info. Tech.
N/A N/A N/A N/A
Enquiries
People Process Info. Tech.
N/A N/A N/A N/A
Complaints Management
People Process Info. Tech.
N/A N/A N/A N/A
Retention
People Process Info. Tech.
N/A N/A N/A N/A
On-boarding
People Process Info. Tech.
N/A N/A N/A N/A
Adviser Remuneration
People Process Info. Tech.
N/A N/A N/A N/A
Operations Quality Management People Process Info. Tech.
N/A N/A N/A N/A
Management People Process Info. Tech.
Underwriting People Process Info. Tech.
Business
Continuity
Management
Corporate Risk
Management People Process Info. Tech.
Reinsurance People Process Info. Tech.
Contract
Due Diligence People Process Info. Tech.
Regulatory
Relationship
Management
Company
Secretary People Process Info. Tech.
Management People Process Info. Tech.
Investor
Relationship
Management
Government &
Industry Relationship
Advice
Internal Audit
Compliance
Provisioning People Process Info. Tech.
Directors
Relationship
Management
Legal & Ethical
Management People Process Info. Tech.
People Process Info. Tech.
N/A N/A N/A N/A
External
Public Relations
Management People Process Info. Tech.
Administration
Management
Product/Channels
Management
Reporting
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 27
Products & Services
Channels
Core Value Creating Capabilities
Market Market & Data Analytics
Campaign Management
Product Launch
External Market
Communications
Brand Management
Promotions
Advertising
Internal Sales Tools
People Process Info. Tech.
N/A N/A N/A N/A
Channel Marketing
Product Research
Product Development
New Business
Underwriting
Policy Owner Service (POS)
Recurring Claims
Management
Auditors Operations
Document Management People Process Info. Tech.
Shared Services
Head of Advisor
Services
Head of Group
Insurance
Strategy Delivery Manager –
Distribution & Marketing
Head of Direct
Marketing
Chief Risk
Officer
Reinsurance
Administration Manager
Head of Financial
Control
Taxation
Manager
Management of Reporting
Actuary
Retirement
Planning
Life
Insurance
Accident
Insurance
Health
Insurance
Employee
Benefits
Credit Life
Pension
Service
Group Retail Direct
People Process Info. Tech.
N/A N/A N/A N/A
Operations Management
People Process Info. Tech.
N/A N/A N/A N/A
Business Process Management People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
Decisional & Business
Intelligence People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
Technical Operations Training
People Process Info. Tech.
N/A N/A N/A N/A
Strategy & Execution
Strategy
Research People Process Info. Tech.
People Process Info. Tech.
N/A N/A N/A N/A
Strategy
Strategy Planning People Process Info. Tech.
N/A N/A N/A N/A
Project Portfolio
Management People Process Info. Tech.
N/A N/A N/A N/A
Project Portfolio
Prioritisation People Process Info. Tech.
Selection People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
Benefits
Realisation People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
Change
Management People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Finance & Actuarial
Capital
Investment People Process Info. Tech.
People Process Info. Tech.
N/A N/A N/A N/A
Financial
Accounting People Process Info. Tech.
Actuarial People Process Info. Tech.
Management People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
Facilities
Financial
Management &
Management People Process Info. Tech.
N/A N/A N/A N/A
Analysis
N/A N/A N/A N/A
Statutory &
Regulatory
Reporting
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Cash
Management
People Process Info. Tech.
N/A N/A N/A N/A
Human Resource Management
Employee
Development &
People Process Info. Tech.
N/A N/A N/A N/A
Training
Employee
Performance
Management
People Process Info. Tech.
N/A N/A N/A N/A
Succession
Planning People Process Info. Tech.
People Process Info. Tech.
N/A N/A N/A N/A
Employee
Retention People Process Info. Tech.
N/A N/A N/A N/A
Talent
Workforce
Planning People Process Info. Tech.
N/A N/A N/A N/A
Recruitment and
Sourcing
N/A N/A N/A N/A
Talent
Development &
People Process Info. Tech.
N/A N/A N/A N/A
Training
People Process Info. Tech.
N/A N/A N/A N/A
Selection
People Process Info. Tech.
N/A N/A N/A N/A
Retirement
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Information Technology Management
IT Vendor
Relationship
Management
Architecture
Management People Process Info. Tech.
People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
IT Security & Risk
People Process Info. Tech.
N/A N/A N/A N/A
Application
Development People Process Info. Tech.
Management People Process Info. Tech.
N/A N/A N/A N/A
Process
Execution People Process Info. Tech.
N/A N/A N/A N/A
IT Service
Delivery People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
External Relationship Management
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Management
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
Legal & Compliance
People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Underwriting and Risk Management
People Process Info. Tech.
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Performance Management
People Process Info. Tech.
N/A N/A N/A N/A
Profitability People Process Info. Tech.
N/A N/A N/A N/A
Practitioners
Firms
Regulatory People Process Info. Tech.
N/A N/A N/A N/A
Marketing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Product Manufacturing & Maintenance
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Product Service
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Client Development
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Individual Life Relationships
Operations Leader: Administration &
Partner Support
Operations
Leader: Claims
INSURECO CAPABILITY MODEL

26. C U R R E N T S T A T E M A T U R I T Y
T A R G E T S T A T E M A T U R I T Y
1 2 3 4
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 28
CAPABILITY MATURITY
› Capabilities can be assessed for their current and
required maturity level
› Target State Maturity is assessed relative to the
strategic importance of the capability
› Capabilities can be assessed at a high level, or at more
granular level along the dimensions of People, Process,
Information and Technology
› Meaning the assessment can be rolled-up or drilled-down
into specific areas as necessary
Consider both current and target state maturity
Low Maturity
(Ad Hoc)
Medium Maturity
(Repeatable)
Med-High Maturity
(Defined/Managed)
High Maturity
(Optimized)

27. Sources:
Stakeholders: Business Executives, Business Managers, Business SME’s, IT Executives, Solution Managers, Solution Designers, IT Operations, Project Teams and Architects
Product Management
Value Transaction Management
Leads Management
Broker Management
Strategic Pipeline
Tactical Pipeline
Policy Acquisition
Partner Strategy & Support
Sponsorship
Client Communications
Adviser Relationship
Management
Resource Allocation
Premium Management
Payments Management
Leads Generation
Specialist Training
Client Servicing
Knowledge Management
Government
Policy
Procurement
Management
Candidate
Assessment
and Selection
Enterprise
Architecture
Employment
Offers &
Contracts
Underwriting
Due Diligence
Regulatory
Relationship
Management
Product/
Channels
Profitability
© Enterprise Architects (Vic) Pty Ltd 2014
Customer Service
Claims Management
Complaints Management
On-boarding
Adviser Remuneration
Needs Analysis
Product Selection
Quotation & Illustration
Application
Consulting
Dealership Relationship
Management
Operational Performance
Management
Operations Quality Management
Technical Operations Training
Corporate Risk
Management
Company
Secretary
Government &
Industry
Relationship
Management
Business
Continuity
Management
Advice
Provisioning
Directors
Relationship
Management
Internal Audit
Compliance
Legal & Ethical
Management
External
Administration
Management
Reinsurance
Contract
Management
Investor
Relationship
Management
Public Relations
Management
Management
Reporting
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 29
Core Value Creating Capabilities
Market & Data Analytics
Campaign Management
Product Launch
External Market
Communications
Brand Management
Operations
Market Development and Sourcing Productising and Bundling Sales and Distribution Servicing
Document Management
Shared Services
People People People People People People Internal Sales Tools
Channel Marketing
People Process Info. Tech.
N/A N/A N/A N/A
Marketing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Business Development & Sales
People Process Info. Tech.
N/A N/A N/A N/A
Client Development
People Process Info. Tech.
N/A N/A N/A N/A
Product Manufacturing & Maintenance
People Process Info. Tech.
N/A N/A N/A N/A
Product Research
Product Development
Product Service
People Process Info. Tech.
N/A N/A N/A N/A
Operations Management
People Process Info. Tech.
N/A N/A N/A N/A
Strategy & Execution
People Process Info. Tech.
N/A N/A N/A N/A
Strategy
Research
Finance & Actuarial
People Process Info. Tech.
N/A N/A N/A N/A
Investment
Strategy
Planning
Capital
Management
Human Resource Management
People Process Info. Tech.
N/A N/A N/A N/A
Promotions
Advertising
Employee
Development &
Training
Employee
Performance
Management
Information Technology Management
People Process Info. Tech.
N/A N/A N/A N/A
Underwriting and Risk Management
People Process Info. Tech.
N/A N/A N/A N/A
Legal & Compliance
People Process Info. Tech.
N/A N/A N/A N/A
External Relationship Management
People Process Info. Tech.
N/A N/A N/A N/A
Performance Management
People Process Info. Tech.
N/A N/A N/A N/A
Product Packaging
Reinsurance
Policy Administration
Consolidated Reporting
Lump Sum Claims
Management
Delivery Method Registration
Process Execution
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
New Business
Underwriting
Policy Owner Service (POS)
Recurring Claims
Management
Business Process Management
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Decisional & Business
Intelligence
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Enquiries
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Retention
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Tenders
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Renewals
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Pricing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Project Portfolio
Selection
Financial
Accounting
Employee
Retention
People Process Info. Tech.
N/A N/A N/A N/A
Benefits
Realisation
Financial
Management &
Analysis
Talent
Recruitment and
Sourcing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Strategy
Management
Actuarial
Succession
Planning
People Process Info. Tech.
N/A N/A N/A N/A
Project
Execution
Statutory &
Regulatory
Reporting
Talent
Development &
Training
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Project Portfolio
Prioritisation
Facilities
Management
Workforce
Planning
People Process Info. Tech.
N/A N/A N/A N/A
Change
Management
Cash
Management
Talent
Redeployment
& Retirement
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Architecture
Management
People Process Info. Tech.
N/A N/A N/A N/A
Application
Development
People Process Info. Tech.
N/A N/A N/A N/A
IT Service
Delivery
People Process Info. Tech.
N/A N/A N/A N/A
IT Security &
Risk
Management
People Process Info. Tech.
N/A N/A N/A N/A
Disaster
Recovery
People Process Info. Tech.
N/A N/A N/A N/A
IT Vendor
Relationship
Management
People Process Info. Tech.
N/A N/A N/A N/A
Process
Execution
People Process Info. Tech.
N/A N/A N/A N/A
Infrastructure
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A

28. INSURE Co. Business Capability Model with Applications
Overlay
Business Capability Model
Version: 2.0.0
Created: 18/03/2014 by Enterprise Architects
Updated: 15/05/2014 by Enterprise Architects
Sources:
Product Manufacturing &
Maintenance
Description: A Business Capability Model provides an anchor point for defining the organisation on a page. This overlay identifies
Reinsurance
Delivery Method Registration
what applications are used to support the capabilities within the organisation.
Product
Research
Concerns Addressed: What are the capabilities required to support the strategic direction and deliver consistent outcomes? What are the
applications that are used to support the capabilities? What are the lifecycle statuses and Business/IT fit for these
applications?
2 Claims 4
Stakeholders: Business Executives, Business Managers, Business SME’s, IT Executives, Solution Managers, Solution Designers, IT
Operations, Project Teams and Architects
People Process Info. Tech.
N/A N/A N/A N/A
Policy Administration
4 Compass 4
Productising and Bundling Sales and Distribution Servicing
Consolidated Reporting
Policy Administration
People Process Info. Tech.
N/A N/A N/A N/A
Value Transaction Management
Premium Management
2 Claims 4 4 NAB Connect 3
People Process Info. Tech.
N/A N/A N/A N/A
New Business
Payments Management
4 Compass 4
Batch Printing
2 ELSA VUL 1
4 NAB Transact 4
2 OLAS 3
Payment
Dishonors
3 Receipting 3
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
4 Recurring Claims Compass Management
4
3 eClaims 3
Inbound Mail
3 New Business 2
Outbound Mail
People 2 TeamTrack Process Info. 2
Tech.
N/A N/A N/A N/A
Lump Sum Claims Management
3 eClaims 3
Inbound Mail
3 New Business 2
Outbound Mail
People 2 TeamTrack Process Info. 2
Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Client Development
Specialist
Training
People Process Info. Tech.
N/A N/A N/A N/A
Partner
Strategy &
Support
People Process Info. Tech.
N/A N/A N/A N/A
Adviser
Relationship
Management
3 ACT! 4
People Process Info. Tech.
N/A N/A N/A N/A
Sponsorship
People Process Info. Tech.
N/A N/A N/A N/A
Consulting
People Process Info. Tech.
N/A N/A N/A N/A
Dealership
Relationship
Management
3 ACT! 4
People Process Info. Tech.
N/A N/A N/A N/A
Client Servicing
2 OLAS 3
2 Adviser Site 4
CUCCX
3 Group Website 4
4 Voice Recording 4
3 New Business 2
Client Communications
2 Adviser Site 4 Policy Notices
3 Group Website 4
Renewals
CCI
2 2
4 Compass 4
2
Spreadsheets
Group Renewal
Spreadsheets
Underwriting
eApp Express
4 4
Mobile
4 Case360 5
Knowledge Management
4 Compass 4
Service Desk
Express (SDE)
4 NAB Connect 3
4 Case360 5
2 Claims 4
2 Compass 3
Content
2 3
Content
2 3
4 Case360 5
2 Claims 4
4 Compass 4
Content
2 3
Content
2 3
eApp Express
4 4
4 3 SharePoint 4
2 OLAS 3
Policy Notices
Online
4 LifeApp 3
People Process Info. Tech.
N/A N/A N/A N/A
AMEX BAS
Billing Extract
Manager 5.3
Manager 8.4
Manager 5.3
Manager 8.4
4 Case360 5
Content
2 3 2 TeamTrack 2
Content
Content
Government
Policy
Manager 5.3
Content
2 3
Manager 8.4
2 Adviser Site 4 Policy Notices
3 Group Website 4
4 INSA 2
2 Adviser Site 4
Batch Printing
4 LifeApp 3
4 Compass 4
CUCCX
3 Group Website 4
Inbound Mail
3 New Business 2
Outbound Mail
4 Voice Recording 4
3 New Business 2
2 OLAS 3
4 Case360 5
4 Compass 4
Content
Priceline Sales
2 3
Manager 5.3
3 3
Content
2 3
Manager 8.4
3 Prophet 4
4 Case360 5
4 Compass 4
Content
2 3
Manager 5.3
Content
2 3
Manager 8.4
CUCCX
eApp Express
4 4
Mobile
eApp Express
4 4
Online
4 LifeApp 3
3 New Business 2
2 ELSA VUL 1
Inbound Mail
2 OLAS 3
Outbound Mail
4 Voice Recording 4
4 LifeApp 3
3 New Business 2
2 OLAS 3
4 Case360 5
Content
2 3
Manager 5.3
Content
Priceline Sales
3 3
2 3
Manager 8.4
Service Desk
Express (SDE)
4 3 2 Eric Stats 2
5 Quality Center 4
Change
Management
5 Quality Center 4
3 New Business 2
Policy Owner Service (POS)
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Enterprise
Architecture
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Process Execution
People Process Info. Tech.
N/A N/A N/A N/A
Project Execution
TimePro
2 TeamTrack 2
People Process Info. Tech.
N/A N/A N/A N/A
4 Case360 5
Financial Accounting
4 Case360 5
4 Compass 4
Content
2 3
Manager 5.3
Content
2 3
Manager 8.4
Portal
Portal
3 Prophet 4
4 LifeApp 3
3 New Business 2
2 ELSA VUL 1
Actuarial OLAP 3 Prophet 4 4 Sun Accounts 5 TimePro Portia 2
4 Compass 4
People Process Info. Tech.
N/A N/A N/A N/A
Content
Excel (WFP
Analytics)
2 1
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Resource
Allocation
Leads
Generation
People Process Info. Tech.
N/A N/A N/A N/A
Tenders
People Process Info. Tech.
N/A N/A N/A N/A
Leads
Management
3
Data Exchange
Value Transaction Management
Premium Management
Portal 3 ACT! 4
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Tactical
Pipeline
People Process Info. Tech.
N/A N/A N/A N/A
Policy
Acquisition
People Process Info. Tech.
N/A N/A N/A N/A
Broker
Management
People Process Info. Tech.
N/A N/A N/A N/A
Strategic Pipeline
Payments Management
People Process Info. Tech.
N/A N/A N/A N/A
Needs Analysis
4 LifeApp 3
Priceline Sales
People Process Info. Tech.
N/A N/A N/A N/A
2 DM Sales Portal 3
3 3
4 INSA 2
Product Selection
Portal
4 INSA 2
4 LifeApp 3
Priceline Sales
3 3
People Process Portal
Info. Tech.
N/A N/A N/A N/A
2 DM Sales Portal 3
eApp Express
4 4
Mobile
eApp Express
4 4
Online
Quotation & Illustration
4 INSA 2
4 LifeApp 3
Priceline Sales
3 3
People Process Portal
Info. Tech.
N/A N/A N/A N/A
4 INSA 2
4 LifeApp 3
Priceline Sales
3 3
Portal
People Process Info. Tech.
N/A N/A N/A N/A
2 DM Sales Portal 3
eApp Express
4 4
Mobile
eApp Express
4 4
Online
Application
2 DM Sales Portal 3
eApp Express
4 4
Mobile
eApp Express
4 4
Online
Inbound Mail
Recurring Claims Management
4 Case360 5
Operational Performance
Management
4 Case360 5
Content
2 3
Manager 5.3
Content
2 3
Manager 8.4
2 Eric Stats 2
2 SLA Reports 3
Underwriting and Risk Management
Facilities
Management
People Process Info. Tech.
N/A N/A N/A N/A
Underwriting
eApp Express
4 4
Mobile
eApp Express
4 4
Online
4 LifeApp 3
People 3 Process New Business Info. Tech.
2
N/A N/A N/A N/A
Financial Management &
Analysis
4 Sun Accounts 5
Talent Recruitment and
Sourcing
3 FinPlan 3 2 SAP ERP HCM 4
People Process Info. Tech.
N/A N/A N/A N/A
Delivery Method Registration
People Process Info. Tech.
N/A N/A N/A N/A
Consolidated Reporting
People Process Info. Tech.
N/A N/A N/A N/A
New Business
People Process Info. Tech.
N/A N/A N/A N/A
Underwriting
People Process Info. Tech.
N/A N/A N/A N/A
Policy Owner Service (POS)
People Process Info. Tech.
N/A N/A N/A N/A
Business Process
Management
People Process Info. Tech.
N/A N/A N/A N/A
TimePro
3 FinPlan 3
2 Claims 4
4 Compass 4
2 OLAS 3
Product
Packaging
Product Development
4 INSA 2
4 LifeApp 3
3 New Business 2
2 OLAS 3
Priceline Sales
3 3
Portal
3 Prophet 4
4 LifeApp 3
3 New Business 2
2 OLAS 3
Priceline Sales
3 3
Portal
3 Prophet 4
4 LifeApp 3
3 New Business 2
2 OLAS 3
2 Eric Stats 2
2 Sales Reports 3
2 SLA Reports 3
2 Claims 4
4 Compass 4
eApp Express
4 4
Mobile
eApp Express
4 Compass 4
eApp Express
4 4
Inbound Mail
2 Claims 4
4 Compass 4
2 DM Sales Portal 3
eApp Express
4 4
Mobile
eApp Express
4 4
3 eClaims 3
4 Compass 4
2 DM Sales Portal 3
eApp Express
4 4
Mobile
eApp Express
4 4
4 INSA 2
4 Compass 4
eApp Express
4 4
Mobile
eApp Express
4 4
3 eClaims 3
Mobile
4 Kofax Capture 4
eApp Express
Outbound Mail
Policy Notices
SharePoint 4
4 CampaignMaster
Data Exchange
Portal
4 CampaignMaster
4 CampaignMaster
INSURECo
Website
3 4
4 CampaignMaster
4 CampaignMaster
The Hive 5
Batch Printing
4 Case360 5
Content
2 3
Manager 5.3
Content
2 3
Manager 8.4
ECS
3
IQM+
Online
Online
Online
Product Management
4 Compass 4
eApp Express
4 4
Mobile
Bloomberg 5 Portia 2 Portia 2 4 Sun Accounts 5
eApp Express
Moody's Credit
2 SAP ERP HCM 4 2 ESS 4 2 SAP ERP HCM 4
3 DCS 2
3 SkillportLMS 3 3 WFP BI Reports 3
2 Claims 4
SLAM 3
2 TeamTrack 2
2 Compass 3
Content
Content
OpenPages
2 Claims 4
4 Compass 4
2 OLAS 3
Lump Sum Claims Management
4 Case360 5
4 Vision (PMQ&A) 4 Portia 2
2 MSS 4 3 Portal 2
2 SAP ERP HCM 4
Content
2 3
Manager 8.4
Process Execution
5 Quality Center 4 Subversion 4 5 Quality Center 4
TimePro
HR Forms
Automation
1 4
Service Desk
Express (SDE)
SharePoint 4 SharePoint 4
4 3
People Process Info. Tech.
N/A N/A N/A N/A
IT Service
Delivery
People Process Info. Tech.
N/A N/A N/A N/A
4 Taleo 4
Disaster
Recovery
SharePoint 4 SharePoint 4
People Process Info. Tech.
N/A N/A N/A N/A
External
Administration
Management
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Legal & Compliance
Due
Diligence
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Contract
Management
People Process Info. Tech.
N/A N/A N/A N/A
© Enterprise Architects (Vic) Pty Ltd 2014
Core Value Creating Capabilities
Market
Development &
Sourcing
Marketing
Market & Data
Analytics
People Process Info. Tech.
N/A N/A N/A N/A
Campaign
Management
People Process Info. Tech.
N/A N/A N/A N/A
Product Launch
People Process Info. Tech.
N/A N/A N/A N/A
External Market
Communications
People Process Info. Tech.
N/A N/A N/A N/A
Brand
Management
People Process Info. Tech.
N/A N/A N/A N/A
Promotions
People Process Info. Tech.
N/A N/A N/A N/A
Advertising
People Process Info. Tech.
N/A N/A N/A N/A
Internal Sales
Tools
People Process Info. Tech.
N/A N/A N/A N/A
Channel
Marketing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Operations
Business Development &
Sales
People Process Info. Tech.
N/A N/A N/A N/A
Product Manufacturing &
Maintenance
Product
Research
People Process Info. Tech.
N/A N/A N/A N/A
Product
Packaging
People Process Info. Tech.
N/A N/A N/A N/A
Operations Management
Document Management
People Process Info. Tech.
N/A N/A N/A N/A
Shared Services
Customer Service
Claims Management
4 Case360 5
2 Claims 4
4 Compass 4
Content
People Process Info. Tech.
N/A N/A N/A N/A
2 3
3 eClaims 3
Inbound Mail
3 New Business 2
Outbound Mail
People Process Info. Tech.
N/A N/A N/A N/A
Content
2 3
2 TeamTrack 2
3 Group Website 4
2 OLAS 3
4 Voice Recording 4
2 Adviser Site 4
4 Compass 4
People Process Info. Tech.
N/A N/A N/A N/A
Manager 5.3
Manager 8.4
CUCCX
3
Data Exchange
Portal
Complaints Management
Service Desk
Express (SDE)
4 3
2 Claims 4
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
On-boarding
CCI
2 2
Spreadsheets
4 Compass 4
2 DM Sales Portal 3
eApp Express
4 4
Mobile
People Process Info. Tech.
N/A N/A N/A N/A
eApp Express
4 4
4 INSA 2
4 LifeApp 3
3 New Business 2
2 OLAS 3
Priceline Sales
3 3
People Process Info. Tech.
N/A N/A N/A N/A
Online
Portal
Adviser Remuneration
2 Adviser Site 4
4 Compass 4
Commissions 2 OLAS 3
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
3 eClaims 3
Operations
Quality
Management
3 New Business 2
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Strategy & Execution
Internal Audit
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Technical
Operations
Training
People Process Info. Tech.
N/A N/A N/A N/A
Business
Continuity
Management
People Process Info. Tech.
N/A N/A N/A N/A
3 eClaims 3
Procurement Management
4 CashDesk 3
4 Sun Accounts 5
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Strategy
Research
People Process Info. Tech.
N/A N/A N/A N/A
Strategy
Planning
People Process Info. Tech.
N/A N/A N/A N/A
Finance & Actuarial
2 Claims 4
3 iPOS 5
Employment
Offers & Contracts
3 New Business 2
HR Forms
Automation
1 4
People 4 Process Taleo Info. 4
Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Reinsurance
People Process Info. Tech.
N/A N/A N/A N/A
Product Development
Pricing
Product Management
Strategy
Management
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Investment
Decisional & Business
Intelligence
People Process Info. Tech.
N/A N/A N/A N/A
Project
Portfolio
Selection
People Process Info. Tech.
N/A N/A N/A N/A
Capital Management
Human Resource Management
Employee Development
& Training
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Project
Portfolio
Prioritisation
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Employee Performance
Management
People Process Info. Tech.
N/A N/A N/A N/A
Product Service
Benefits
Realisation
People Process Info. Tech.
N/A N/A N/A N/A
Actuarial
Succession
Planning
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Employee
Retention
People Process Info. Tech.
N/A N/A N/A N/A
Workforce Planning
Talent
Development
& Training
People Process Info. Tech.
N/A N/A N/A N/A
Enquiries
Retention
People Process Info. Tech.
N/A N/A N/A N/A
Corporate
Risk
Management
People Process Info. Tech.
N/A N/A N/A N/A
Cash
Management
People 4 Process Sun Accounts Info. Tech.
5
N/A N/A N/A N/A
Candidate Assessment and
Selection
4 Compass 4
Contractor
2 2
4 Taleo 4
People Process Info. Tech.
N/A N/A N/A N/A
Reinsurance
People Process Info. Tech.
N/A N/A N/A N/A
Statutory &
Regulatory
Reporting
People Process Info. Tech.
N/A N/A N/A N/A
Talent
Redeployment
& Retirement
People Process Info. Tech.
N/A N/A N/A N/A
Infrastructure
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Information Technology Management
Architecture
Management
People Process Info. Tech.
N/A N/A N/A N/A
IT Vendor
Relationship
Management
People Process Info. Tech.
N/A N/A N/A N/A
IT Security &
Risk
Management
MS ILM
People Process Info. Tech.
N/A N/A N/A N/A
Application Development
People Process Info. Tech.
N/A N/A N/A N/A
External Relationship Management
Regulatory
Relationship
Management
People Process Info. Tech.
N/A N/A N/A N/A
Investor
Relationship
Management
People Process Info. Tech.
N/A N/A N/A N/A
Government
& Industry
Relationship
Management
People Process Info. Tech.
N/A N/A N/A N/A
Directors
Relationship
Management
3 DirectorConnect 4
People Process Info. Tech.
N/A N/A N/A N/A
Legal &
Ethical
Management
People Process Info. Tech.
N/A N/A N/A N/A
Public
Relations
Management
People Process Info. Tech.
N/A N/A N/A N/A
Management Reporting
Content
Content
Actuarial OLAP 2 SLA Reports 3
3 ACT! 4
2 Sales Reports 3 SLAM 3
People Process Info. Tech.
N/A N/A N/A N/A
Compliance
Verification System
HR Forms
Automation
1 4
Performance Management
FACFilter
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
3 DCS 2
Company Secretary
Product/Channels Profitability
3 DirectorConnect 4
ViewPoint
People Process Info. Tech.
N/A N/A N/A N/A
3 Prophet 4
2 Sales Reports 3
People Process Info. Tech.
N/A N/A N/A N/A
Advice
Provisioning
People Process Info. Tech.
N/A N/A N/A N/A
Legend
Application Lifecycle
Emerging
Contain
Core
Retire
Business Fit
High Business Fit
Medium Business Fit
Low Business Fit
Technology Fit
High Technical Fit
Medium Technical Fit
Low Technical Fit
Emerging - Potentially High
relevance, processes and
ecosystem still developing
Application - this application
has identified potential to
change the cost/value,
efficiency/effectiveness of our
services, and we are at a
point where work is required
to achieve that potential, proof
of concept/initial deployments
are Underway or completed.
Financial - there is an
investment cycle with a strong
ROI, though possibly with
benefits outside of the
immediate project.
Organisational - this will assist
in supporting our
organisational maturity goals
through improving process,
skills, readiness and/or
capability. Design patterns
are actively being developed
or refined.
Usage & Governance –
Projects may consider using
these applications where
there is justification. However
projects must be aware
that service management
organisation, tools and
processes will likely be
immature. Projects promoting
the use of “Invest”
applications must seek
adoption signoff from the
Head of Infrastructure and
Operations together with the
Head of IT Strategy and
Architecture before
commitment to use can be
assumed.
Core - High relevance;
processes and ecosystem
in place
Application - this is a
fundamental and valuable
application and is the current
standard. It is well
understood and there is no
risk in attempting to extract
ongoing value from its use.
Financial - costs are known
and understood. There is
good ROI for maintenance;
either upgrading early or leap-frogging
some upgrade
steps. Cost models clearly
identify the whole service
stack and components are
managed to the whole
service.
Organisational - all staff in the
support pyramid(s)
understand the key controls
and SLAs around this
application. There is no
tinkering, instead there is a
process for continuous
improvement.
Usage & Governance –
Projects should specify the
use of Core Applications
where available in the
knowledge they are fully
supported by service
management and operational
capabilities.
Contain - Falling relevance;
ageing processes and
ecosystem
Application/Financial - this
installation is not to be
extended in use. Where
possible changes will not
occur to the existing
environment - it is to be
allowed to age towards sunset
with minimal additional spend.
Organisational - Operations
and security levels are to be
maintained, there needs to
be a process to manage
changes required for
continued operation, and to
keep skills for the duration.
Lifecycle Management - A
replacement strategy, if
required, must be in place for
all applications with this
status.
Usage & Governance –
Projects should generally
avoid use of Contain
Applications as they are
invariably subject to near or
medium term sunset. Any
circumstance which promotes
extended use of Contain
applications must be seek
exemption from <Insert
Appropriate Governance
Authority> before commitment
to use can be assumed.
Retire - Avoidance;
specialist (non-core)
resources and processes
required to keep in the
environment
Application/Financial - Spend
and change must only occur
as part of projects that assist
in removal of this application.
Organisational - All change
requires formal approval from
the Head of Infrastructure and
Operations together with the
Head of IT Strategy and
Architecture, which will only
occur where it contributes
towards Retiring the
application, or meets a
mandatory requirement due
before exit is complete.
Lifecycle Management -
Applications which cannot
readily be removed will be
ring-fenced. If this approach
is taken, design patterns must
exist for working with the
application.
Usage & Governance – Must
avoid use of Exit Applications
as they are subject to defined
decommissioning strategy.
Any circumstance which
promotes extended use of Exit
applications must seek
exemption from the Head of
Infrastructure and Operations
together with the Head of IT
Strategy and Architecture
before usage approval can be
given.
People Process N/A N/Partner
People Process N/A N/Adviser
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 31
Sourcing
Marketing
MAPPING
CAPABILITIES
TO APPLICATIONS
Market & Data
Analytics
People Process Info. Tech.
N/A N/A N/A N/A
Campaign
Management
People Process Info. Tech.
N/A N/A N/A N/A
Product Launch
People Process Info. Tech.
N/A N/A N/A N/A
External Market
Communications
People Process Info. Tech.
N/A N/A N/A N/A
Brand
Management
INSURECo
Website
People Process Info. Tech.
N/A N/A N/A N/A
Promotions
People Process Info. Tech.
N/A N/A N/A N/A
Advertising
People Process Info. Tech.
N/A N/A N/A N/A
Internal Sales
Tools
People Process Info. Tech.
N/A N/A N/A N/A
Channel
Marketing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Operations
Operations Management
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Pricing
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Product Service
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
People Process Info. Tech.
N/A N/A N/A N/A
Client Specialist
People Process Training
N/A N/Strategy Support
Relationship
Management
Client Adviser Client 2 Renewals
4 CampaignMaster
3
Data Exchange
Portal
4 CampaignMaster
4 CampaignMaster
3 4
4 CampaignMaster
4 CampaignMaster
The Hive 5
3 2 Adviser 3 Group 2
Group Spreadsheets
2 Spreadsheets
IQM+
2 OLAS 3
4 2 DM Sales Portal 3
4 4
Online
3 eClaims 3
2 DM Sales Portal 3
4 4
Online
4 INSA 2
4 4
Online
3 eClaims 3
2 OLAS 3
2 Claims 4 4 NAB Connect 3
AMEX BAS
Billing Extract
4 Compass 4
2 ELSA VUL 1
4 NAB Connect 3
4 NAB Transact 4
2 OLAS 3
Payment
Dishonors
3 Receipting 3
2 Adviser Site 4 Policy Notices
3 Group Website 4
People Process Info. Tech.
N/A N/A N/A N/A
2 3
Manager 5.3
2 3
Manager 8.4
Inbound Mail
Outbound Mail
2 TeamTrack 2
People Process Info. Tech.
N/A N/A N/A N/A
2 3
Manager 5.3
2 3
Manager 8.4
Inbound Mail
Outbound Mail
2 TeamTrack 2
2 Adviser Site 4
CUCCX
3 Group Website 4
Inbound Mail
Outbound Mail
4 Voice Recording 4
2 3
Manager 5.3
CUCCX
Inbound Mail
2 OLAS 3
Outbound Mail
4 Voice Recording 4
2 3
Manager 5.3
2 3
Manager 8.4
› Understanding the
dependency between
Capabilities and technology
assets….
› …and understanding the
technical health and business
fit of the technology…
› …creates powerful insight
into the overall health of the
Enterprise Architecture

29. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 32
COMBINING THE VIEWS
› Identifies Core and Differentiating
Capabilities and ranks Capabilities
according to their strategic
importance
› Identifies current and target Maturity
levels and gaps
› Provides a view of tactical /
operational Pain Points
› Enables us to understand where we
are currently investing and whether
our investments support the strategy
› Provides insight into where and how
we should be closing Capability
Maturity Gaps
› Provides the fact-base to inform
strategic planning
What does this tell us?

30. THE CAPABILITY DRIVEN
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 33
ROADMAP

31. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 35
TRANSITION PLANNING
In order to move from the Current Environment to the
Target Environment, a series of initiatives must be
undertaken.
A Business Architecture approach to defining the
Transition Roadmap will enable informed decision
making, creating traceability from strategy to
implementation.
Developing a Capability-Driven Roadmap
Motivations
Business
Model
Capability
Model
Target
Architecture
Maturity &
Gaps
Work
Packages
Current State
Architecture
Transitioning
‘ A N C H O R M O D E L S ’

32. CAPABILITY INCREMENTS
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 36
Capability Maturity
Uplift is often Delivered
in Multiple Increments
C A PA B I L I T Y
C A PA B I L I T Y INC R EMENT
PEOPLEDIMENSION
Individual Training
Collective Training
Professional
Development
PROCESS
DIMENSION
Concepts
Business Processes
Information
Management
MATERIAL
DIMENSION
Infrastructure
Information
Technology
Equipment

33. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 37

34. CASE STUDY:
INSURECO OUTCOMES
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 38

35. OUTCOMES:
STRATEGIC BUSINESS DESIGN
THE OBJECTIVE CLIENT OUTCOMES
Business design for INSURECo.
with clear line of sight to the
strategic business objectives
Outline the motivations,
capabilities and work packages
which will deliver alignment to
the overall business current and
future states.
The baseline architecture provided INSURECo
with a view of:
› Capabilities mapped to strategic objectives
› Applications linked to capability
› Analysis whether capabilities are “fit for
purpose” based on strategic objectives
› Analysis and rating of applications with
regards to business and technical fit
› Areas of technology investment required to
support strategic objectives
› Prioritisation of capital investment based on
strategic objectives
› A clear Roadmap to transition to the new
Business Model
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I Business Analysis Conference Europe 2014 S E A R C H I T E C T S | PAGE 39

36. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 40
RECAP
› Business Capabilities are an essential tool to help
us to look at the Business agnostically, speak a
common language and understand our strengths
and weaknesses in relation to strategy
Business Architecture Key Points
› Business Architecture provides the coherence
between Strategy and Implementation
› Linking programmes and projects to Business
Motivation (via Capabilities) provides traceability
from strategy to implementation

37. TH ANK YOU…
B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 41

38. B U S I N E S S A N A L Y S I S C O N F E R E N C E E U R O P E 2 0 1 4 | © E N T E R P R I S E A R C H I T E C T S | PAGE 42