World®’16
CAProject&PortfolioManagement:TheLostArtofUserAdoptionAmySkaar/CAPPMPracticeDirector/WinMillSoftware
AMX71E
AGILEMANAGEMENT
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Abstract
TheimportanceofaneffectivePPMsolutionisundisputed.CompaniesaroundtheworldhavebeenusingCAPPMformorethantenyears,andnewcompaniesaredeployingiteveryday.Withsuchahugeinstallbaseandsomuchhistoricaluse,whythendosomecompaniesstillstrugglewithsuccessfuldeployments?
ItallcomesdowntoTheLostArtofUserAdoption.
WepatourselvesonthebackfordesigningandimplementingtheperfectPPMsolution,buttoooftenweassumethatourusersunderstandthehowandthewhyaswellaswedo.Andwhenweturnthenewsystemovertothem,wearesurprisedwhentheyquestionit,oroutrightrejectit.Inhindsight,asmallinvestmentinUserAdoptionwouldhavegonealong,longway.
Inthis60minuteclasswe’llcover:•WhyUserAdoptionMatters•ItSeemsExpensive!IsItWorthIt?•UnderstandingtheChallenges•OneSizeDoesNotFitAll– DesigningthePerfectUserAdoptionProgram
AmySkaar
WinMill SoftwareCAPPMPracticeDirector
4 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Abstract
AmySkaar,PMPistheCAPPMPracticeDirectoratWinMill SoftwarewhereshemanagesCAPPMimplementationscoasttocoast.Previously,AmyworkedasaPMOManagerataregionalutility.
AsaPMIcertifiedprojectmanager,shehasover20yearsofexperiencemanagingprojectsandhasprovidedstrategicconsultingservicestomanyFortune100companieslikeMicrosoftandYahoo!.
Inadditiontoherprojectmanagementexperience,Amyalsohasdeepknowledgeofinstructionaldesignandtraining,andhascreatedanddeliveredtrainingforavarietyclientsinmanybusinesssectors.
AmySkaar
WinMill SoftwareCAPPMPracticeDirector
5 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Agenda
WHYUSERADOPTIONMATTERS
WHATARETHECHALLENGES
WHATARETHESOLUTIONS
Q&A
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WhyUserAdoptionMattersToGaintheBenefitsoftheNewSystem
§ Asystemonlyprovidesvalueifitisbeingused
§ Theinitialexpenseoftheimplementationiswastedwithoutbuyinandusage
§ Withoutadoption,theinitialproblemthatspurredtheimplementationgoesunsolved
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WhyUserAdoptionMattersToHaveActionableInformation
§ Makingsureyourteamisalignedonprocessisnecessaryfordataquality
§ Withouttrustinthedata,howwillyoumakedecisionsbasedonthatdata?
§ Supportingandtrainingyourstaffisanessentialpartofhavingreliableinformation
Reliableinformationfromwhichtomakedecisions
DataQuality
AlignedBehavior
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WhyUserAdoptionMattersMorale
§ Trainingandsupportingyourstaffgivesthemtoolstobesuccessful
§ Moralecomesfrombeingincludedandvalued
§ Ahappyteammemberis12%moreproductivehttps://www.fastcompany.com/3048751/the-future-of-work/happy-employees-are-12-more-productive-at-work
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ResultsofPoorUserAdoption
FrustratedEndUsers
DuplicateEfforts
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ResultsofPoorUserAdoption
FrustratedEndUsers
ExecutiveDoubt
DuplicateEfforts
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ResultsofPoorUserAdoption
FrustratedEndUsers
ExecutiveDoubt
DuplicateEfforts
DifficultRoadtoSuccess!
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InstallationDoesNotEqualAdoption
Source:http://sandhill.com/article/2012-it-adoption-insight-survey-reveals-disturbing-level-of-enterprise-productivity-loss/
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Source:http://sandhill.com/article/2012-it-adoption-insight-survey-reveals-disturbing-level-of-enterprise-productivity-loss/
InstallationDoesNotEqualAdoption
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Source:http://sandhill.com/article/2012-it-adoption-insight-survey-reveals-disturbing-level-of-enterprise-productivity-loss/
InstallationDoesNotEqualAdoption
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AdoptionChallenges
WorkOutsidetheSystem
NeedforSpeed=DesigninaVacuum
PoorCommunication
NoWaytoKnowifThingsareImproving
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NeedforSpeed=DesigninaVacuum
Toolimplementationssometimesaredonequickly,withoutsolicitingfeedbackfromusers
Alackofinvolvementbyuserscanhurtuseradoptionandleaveusersfeelingliketheyarebeingdictatedto
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“Beforeweaddressedtheuseradoptionissue,wehadatimesheetcomplianceofabout50%.Itwasgoodtohavethatbaseline,becauseafterwetrainedthestaffandimplementedourcommunicationplan,wewereabletoreacha100%complianceinjustafewcycles.Itwashugetobeabletoreportonthatimprovement.”
JenDunhamSr.BusinessOperationsManagerCiscoLearning
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ItSeemsExpensive,IsitWorthIt?
Cost
Benefit
Adoption
Metrics
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WhereDoesyourOrganizationStand
CanyouidentifythevisionforyourPPMimplementation?
Isworkstillbeingdoneoutsidethesystem?
Canyouproducereliablereportsforexecutives?
Isthereadefinedcommunicationplan?Howdousersgetupdates?
Doyouhavedefinedsuccessmetrics?
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TheArtofUserAdoptionistoChange…
Opinions Habits
Activities
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…UsingFourPrimaryTools
Leadership Communication
Training PositiveEnvironment
30 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLDLeadership Implementsthe
Vision
UnderstandsandEnablestheTeam
ModelsNewBehavior
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AStoryaboutBugs…
TheResult100%ofBugswereFixed TheTeamwasProudoftheProduct
TheSolutionFindtheReasonfortheLowMorale GivetheTeamAutonomy
TheBehaviorstoChange#ofBugsFixedperDaywasLow BugRegressionwasHigh
TheProblemTooManyBugs Over80Million
CustomersImpactedOnlyWeeks
RemainingtoShip LowTeamMorale
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HowtoFind(andSolve)theREALRoadblockstoAdoption
••Solicitinput,OFTEN••Stopbyoffices,participateinhallwayconversations••Listenforculturalissuesthatmightbeunspoken
Listen
••Justbecausethingshavebeendoneonewaysofar,dotheyneedtocontinuetobedonethatway?••Whatarecreativewaystosolvetheissues?••Bewillingtotrysomethingnew
QuestionEverything
••Whentheygiveyousuggestions,ifatallpossible,trythemout••BringfeedbacktoSeniorLeadership,advocatefortheteam
AsktheTeamforSolutions
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Communication!
ExecutiveSponsors ExternalExperts
InternalChampions RegularMessaging
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ExecutiveSponsors
Format:Writtenand/orShortVideo
Backgroundastowhy aPPMTool
Whatthebusiness
needsfromeveryonetobesuccessful
Wheretogetmore
information
Apositiveconclusion
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InternalChampions
§ PowerUserscanbecomeyourbestevangelists
§ Provideopportunityforuserstosharetipsandtricks
§ Takethetimetorecognizeinternalchampionsinapublicsetting
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ExternalExperts
§ Haveaplaninplacetogethelpwhenyourinternalexpertsarestumped
§ CAPPMexpertscanresolveproblemsquickly,andreduceuserfrustration
§ Communicatethissupportplantoyourteam–itaddsalevelofreassurance
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RegularMessaging
Don’tStop
MakeitInteractiveSurveys Shout-Outs
VarietyEmail Posters Video Meetings
CreateaScheduleWeekly Monthly Quarterly
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TheImportanceofTraining
http://www.sharepointanalysthq.com/2013/05/sharepoint-user-adopotion-no-pain-no-gain/
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Training– OneSizeDoesNotFitAll
1on1Mentoring
InstructorLed
ComputerBased
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HowtoCreateaPositiveEnvironment
MakeJobsEasier
UserSupportPlan
FriendlyCompetitions
FeedbackLoops
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MakeJobsEasier
Then ••Physical
signatures••Spreadsheets••LaboriousStatusReports
Now
••Electronicapprovals
••CAPPMProjectListandGantt
••StatusReportsbasedonReal-TimeProjectData
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AUserSupportPlan
ACentralLocationforuserstoget
help
Aretherementorsidentifiedwhocanhandlethetough
questions?
Howwillfeedbackbecollected,trackedandresolved?
Surveyusersoftentogetfeedback,
andcollectmetrics
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FriendlyCompetitions
§ Makeitfun
§ Makeitmeasurable
§ Designcompetitionstocreatehabitualbehavior
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FeedbackLoops
Definemetrics
Measurecurrentstate
Surveyregularly
Calculateimprovements
Sharesuccessoften
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DefineMetricsthatMatter
Common Questions
What arepeopleworkingon?
Arepeopleworkingonwhatthey’rebeingaskedtoworkon?
Is theprojectonschedule?
Istheprojecton trackwithbudget?
Areweworkingontherightthings?
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DefineMetricsthatMatterCommon Questions Measurement
What arepeopleworkingon? Timesheetcompliance%
Arepeopleworkingonwhatthey’rebeingaskedtoworkon?
Allocationdiscrepancy%
Is theprojectonschedule? Schedulevsbaseline(aggregated acrossallprojects)
Istheprojectbudgetontrack? Budget vsbaseline(aggregatedacrossallprojects)
Areweworkingontherightthings? % spendbyprioritycategory%hoursbyprioritycategory%projectsbystrategicinitiative
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“WewereaskedbytheStatetoprovideratecaseinformation.Insteadoftherequesttakingadozenpeopleandamonthofeffort,onepersonwasabletocompletethejobinaboutfivehoursbecauseallthedatawasinCAPPM.Mostimportantly,wewereabletotrustthedatabecauseweinvestedthetimeintrainingandsupportingthePM’s.Itmadeallthedifference.”
TerriEchegoyenResourceManagerAvista Utilities
What’sinitforMe?HelpusersbecomeinvestedEARLYinthesolution
MeasureMakesuccessvisibletousers
IsHelpEasy?Createanadoptioncenterofexcellence
EncourageEvangelismEncouragepositivegossipandPPMchampions
DefinetheVisionClearlyarticulate thevalueofthechangetotheorganization
TheRoadmap
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Questions?
AmySkaarCAPPMPracticeDirectorWinMillSoftwareaskaar@winmill.comwww.winmill.com
52 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
AboutWinMillSoftware
Foundedin1994
HeadquarteredinNewYorkCityStafflocatedacrossNorthAmerica
CAClarityPartnersince2006(Niku since2004)
650+ClarityImplementations
ThoughtLeaderinProject&PortfolioManagement WinMillSoftware
[email protected](6455)
www.winmill.com