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We’ve gone live…Now What?

A 10-step Post-Implementation Road Map

Presented byDoug D. Whittle, PhD

PartnerThe Diagonal Group, LLC

Doug@theDIAGONALgroup.com515.208.4500

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2QUESTIONS…

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?WHATwill we do when our SAP implementation

is over

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?Does a SAPimplementation ever

END

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NoYES DesiredState

CurrentState

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CurrentState

DesiredState

NoYES DesiredState

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If you always dowhat you’ve always done,

you will always getwhat you’ve always got.

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ORGANIZATIONAL CULTURE

GROUP BEHAVIOR

INDIVIDUAL BEHAVIORS

Diffi

cu

lty

(Low

)(H

igh

)

INDIVIDUAL ATTITUDES

KNOWLEDGE

Time(Short) (Long)

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You canand should shapeyour own future,

because if you don’tsomebody else

surely will.Joel Barker

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Communication10

Systems & Organizational Change9

Continuous Improvement8

Documentation Maintenance7

Support6

Training5

Business Ownership4

Transition of Human Resources3

Reward & Recognition2

Measurement1

10HotSpots

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Measurement

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Business Clients

How successful were we?

Project Team

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Stop

Continue

Start

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What will

SUCCESSlook like?

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4 Levels of Measurement

“Am I Happy?”Reaction

“Can I Do It?”Learning

“Can I Do It On My Own?”Application

“Does It Add Value?”Business Impact

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Return On Investment

Evaluate and Measure

Return On Intent™

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Reward&

RecognitionWho?What?How?

Consider:•All your stakeholders

•Options & choices•Tax impacts

•Simple acts of appreciation

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Transition of

HumanResources

•The project team•IT resources•Business resources

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BusinessOwnership

•What processes and roles does IT own?•What processes and roles does Business own?•Formal vs. informal: service level agreements?•Is this a “system” or is it the way business is run?

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IC

RA ccountable

esponsible

onsult

nform

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High

Medium

Low

HighMediumLow

Commitment

Imp

act

InvolveInvolve InvolveInvolve

SeekAdviceSeek

AdviceSeek

AdviceSeek

Advice

Maintaining stakeholder involvement

Hands-onHands-on

InvolveInvolve

InformInform SeekAdviceSeek

Advice InvolveInvolve

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Training

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Training

•New employees: new to SAP•New employees: familiar with SAP•Current employees: new to SAP•Current employees: familiar with SAP but new functionality•Updates to training modules & materials•Upgrades•Learning modalities

•E-learning?•Blended learning?•Distance learning?

•Logistics•Recordkeeping

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Support•Short term•Long term•Help Desk•Super User

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DocumentationMaintenance

•Paper documentation•Online documentation

•Job aids

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Continuous Improvement

•Competency centers•Centers of excellence•User groups•Super users

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Systems&

OrgChange

System changes•Keeping connected

IT infrastructure

Organizational change•Upgrades•New functionality•Business rules•Roles

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TALKYou’ve got to

every second of the day! Jack Welch

CHANGEabout

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Denial

Resistance Exploration

Commitment

Anger Checking Out

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Processes Perspectives Practices

An INTEGRATED systemrequires INTEGRATION of

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INTEGRATIONProcesses

Perspectives

Practices

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Yourservice goals;

how theytie to yourbusinessand yourcustomer

needs.

Culture ExpectationsStakeholdersGoals & plans Communication Business values Parallel projectsCustomer profiles

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Processes, proceduresand service level agreements

that shapehow you provide

service

Business rules/workflowEscalations/ownershipCustomer satisfactionScheduling/allocation

Quality assuranceService portfolioCommunication

MarketingChannels

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Metrics & strategiesto monitor

your success withcustomers,

service providersand stakeholders

Standard operating proceduresContinuous improvement

Project managementPartners/vendors

KnowledgeReporting

MetricsBudget

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Tools thatenableyour

service model

Administration & maintenanceBusiness requirementsCustomizationConfigurationInfrastructureFunctionalityCategoriesIntegrationUsabilityData

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Your teams,their roles,

working stylesand relationships

with each other andyour customers

RolesAlignment

LeadershipSatisfaction

Culture/valuesChange adoption

Team developmentOrganization design

Performance managementSkills, behaviors and attitudes

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Communication

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Target AudienceTarget Audience

GoalsGoals

Talking PointsTalking Points

TimingTiming

ChannelChannelSTRATEGYSTRATEGY

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Regular & consistent format

Big picturecontext

and personal impact

Concise, non-technical,

jargon-free“What do I have to do

about this?”

Nosurprises

Watchfor

informationoverload

Adaptively tune your

communicationsWatch

for baggagefrom the past

Honestyalways

Communications Guidelines

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Cultivaterelation-

shipsBEFORE

youneed

something

Maintaincontinual

care&

feeding

Thinktomorrow,

notjust

today

Minimize risk…

Maximize politics…Build &

maintainFORMALcontacts

Build &maintain

INFORMALcontacts

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!Be yourcustomer

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Communication10

Systems & Organizational Change9

Continuous Improvement8

Documentation Maintenance7

Support6

Training5

Business Ownership4

Transition of Human Resources3

Reward & Recognition2

Measurement1

10HotSpots