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Keeping PLM Deployments Fresh,
Exciting and Engaging
Post Implementation
October 2016
@PITVtweets #PIApparel
@PITVtweets #PIApparel Page 1
Agenda
Topic Page
1 Introduction 3
2 Be Prepared for a Support Journey 4
3 Keep Users Engaged 6
4 Set Expectations and Be Honest 8
5 Communicate 9
6 Closing Thoughts 11
7 Q & A 12
@PITVtweets #PIApparel Page 2
Who is Lane Bryant?
#PlusIsEqual #ImNoAngel #ThisBody
@PITVtweets #PIApparel Page 3
• I am… Nicole Jones, Director of Product Development Technology at Lane
Bryant, a subsidiary of ascena Retail Group Inc.
#PlusIsEqual
#ImNoAngel
#ThisBody
• I have been involved in 5 PDM / PLM Implementations over the last 20 years
• The implementations covered
• Gerber Classic & WebDPM – Apparel & Intimates
• PTC FlexPLM – Apparel, Intimates & Accessories
• Infor Optiva – Personal Care Products
• The number of users for the PLM implementations were approximately 450 at ascena
Retail Group (formerly Charming Shoppes) & 1500 at Lbrands (formerly Limited Brands)
Introduction
@PITVtweets #PIApparel Page 4
• Build a Support Team - Be prepared to invest in more than just software. Building a team to
support the PLM solution can be one of the most important parts of user and enterprise adoption
• Systems Administrator
• First line of support for troubleshooting errors or issues with the software
• General system maintenance
• Functional Resource (business analyst)
• Make sure this person has knowledge of your business category/segment
• General Responsibilities
• General liaison between technology & the business users
• First line of support for troubleshooting errors or issues with the software
• Training
• Help address process issues with the use of the new tool
• Define business requirements for any internally developed customizations
• Work with the software vendor to drive future enhancements to the out of the box solution
• Technical Resource
• General Responsibilities
• Work with the software vendor to get bugs addressed
• Help manage the hardware the software resides on
• Execute customizations that are developed internally
• Work with the software vendor to drive future enhancements to the out of the box solution
Be Prepared for a Support Journey
@PITVtweets #PIApparel Page 5
• Have a Plan for Enhancements & Upgrades - Be prepared to invest in enhancements, upgrading
the software and upgrading your hardware
• Enhancements
• Identify a release cadence and be disciplined about delivery and execution
• Get to know the software, it’s out of the box capabilities, it’s limitations & what your organization is willing to do to
customize the system
• Customization is NOT a bad word… if they are done right
• Always keep in mind when doing a customization how invasive it is to the core out of the box software
• Thoroughly document ALL customizations
• Upgrade
• Keep an eye on all the software, operating system, network & hardware dependencies
• It is not just the software that needs to perform, it’s the combination of the whole
• Plan to upgrade the software within 2 years of going live
Be Prepared for a Support Journey
@PITVtweets #PIApparel Page 6
• With the Implementation of a PLM solution, EVERYONE involved in the process of getting product
to market ends up being effected
• Often associates will feel like the implementation made them have more work than they did
before… and of course the perception will be that no other team will have been more effected
than “me”
• Every user will take the implementation personally… the change involved with an
implementation will directly impact their ability to perform the job they were hired to do
• It’s personal for the project and support team as well the users
• Accepting and addressing the personal impact is your first step in getting & keeping users
engaged
Keep Users Engaged – It’s Personal
@PITVtweets #PIApparel Page 7
• PLM solutions are enterprise solutions, not just a stand alone app
• All our product data starts in the PLM solution, and in most cases the data gets integrated to downstream systems like
Core Merchandising, Reporting and Planning tools, so it is critical the business has a clear understanding of the larger
impact the PLM solution has on the business
• Ideas for making it compelling to the users…
• Make Training Epic
• NEVER underestimate the power of well done training
• Pick a theme and stick with it
• Don’t be afraid of ‘silly’ to get people engaged
• In the beginning do 2 levels of Process Overviews
• Start with a bigger end to end overview that the entire business participates in to demonstrate to full impact to the business
• Ask leaders of each functional group to speak to their area or responsibility
• Follow up with smaller activity or role based specific overviews
• ALWAYS refer back to the end to end and where the specific activities impact downstream processes
• Tie the success of the tool to associates performance reviews
• Communicate with the users as often as possible
Keep Users Engaged – Make it Compelling
@PITVtweets #PIApparel Page 8
• The users and leadership will often expect the new PLM solution to solve all of their business woes, but the
reality is a system implementation will often highlight broken processes that the business did not even know
were broken
• Make sure leadership, management and users have a good idea of the time commitment involved in learning
and becoming proficient at using the system
• Depending on the role and responsibility definition, users could need as many as 20-30 hours of hands on training
• On top of classroom time, there will also be a learning curve. It can often take 2-3 seasons of use before the users feel
proficient at using the system
• When asked a question, if you don’t know the answer, say so… but DO promise to follow up with an answer…
and follow up
• Again, I stress…get to know the system, it’s out of the box capabilities, it’s limitations & what your organization is willing to
do to customize the system
• Enhancement Releases
• Set a schedule, involve the users, meet regularly & send communication about progress
Set Expectations and Be Honest
@PITVtweets #PIApparel Page 9
• The hardest part of change or something new to most people is the unknown that comes along
with it, so keep them informed at ALL times
• The more info you provide to the users, the harder it will be for them to create their own dooms day
scenarios
• But also remember, there is no possible way to predict every outcome to the change a PLM
implementation will bring to the business
• Create formal vehicles for regular communication to the users
• For the Users
• Weekly or monthly newsletters provide a great way to remind people of what’s going on with the PLM tool
• Intranet Blogs
• User advisory boards
• For Leadership
• Quarterly if not monthly touchbases
Communicate
@PITVtweets #PIApparel Page 10
• For the first season (and possibly the second and third and forth and…), send reminders to users
about system activity deadlines
• Identify key activities like Creating BOMs or Initiating Cost Sheets or Product Adoption and send email
reminders to the responsible user groups that those activities need to happen
• If there are any system issues (errors, bugs or the system goes down) notify the user community
immediately
• Give the users a quick summary of the issue and an estimated resolution time if possible
• Once the issue is resolved follow up with an email to all users with a complete summary of the
resolution
• Stay engaged with your software vendor
• Participate in customer advisory board meetings if your software vendor has them
• If the software vendor does not have a customer advisory board, ask for one
• Actively submit product ideas to your software vendor
Communicate (cont.)
@PITVtweets #PIApparel Page 11
• There will be bumps… and that’s OK
• Be proactive & have a plan
• Again, just make sure to communicate, set expectations & be honest
• Be prepared to shift gears and have a “can do” attitude
• Change is inevitable in retail; embrace it and look at it as job security
• Always approach PLM as an investment in the future for your business
• You will want to nurture it so that it can become an enabler for smarter, faster decision
making & communication for your business
Closing Thoughts
@PITVtweets #PIApparel Page 12
Q & A
#PlusIsEqual #ImNoAngel #ThisBody