accelerating end user adoption on projects speaker: gloria...
TRANSCRIPT
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Accelerating End User Adoption on Projects
Speaker: Gloria M. Archer, MBA, PMP, PROSCI
Company: Evolvsys LLC
Welcome to the PMI Houston Conference & Expo and Annual Job Fair 2015
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• Q&A will be taken at the close of this presentation
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Accelerating End User Adoption on Projects
Workshop Agenda
■ Application of OCM Tools & Techniques
• Identifying the Future Desired State for End User
Adoption
• Accessing the Organizational Magnitude of
Change
• Techniques for Reaching The Future Desired State
• Improving & Sustaining End User Adoption Post-Go Live
■ Q&A
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■ Upon completion of this workshop you will be able to:
‾ Consider end user adoption goals for your project
‾ Identify organizational components that may
impede or accelerate the end user goal
‾ Have an awareness of tools and techniques
for accelerating adoption on your project
‾ Consider techniques for sustaining &
improving end user adoption post-go live
Accelerating End User Adoption on Projects
Workshop Objectives
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■ Today’s techniques are most recommended for :
‾ Large-scale transformational
projects impacting 50%+ of the organization
‾ Transformational Projects with
dedicated organizational change
readiness resources
‾ Transformational Projects that
are in the Initiation or Planning
Phases
Accelerating End User Adoption on Projects
Special Note
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Identifying the Future Desired State
for End User Adoption
Applying OCM Tools & Techniques on Projects
Workshop Introduction
Accelerating End User Adoption on Projects
Identifying the Future Desired State for End User Adoption
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Have a goal!
Applying OCM Tools & Techniques on Projects
Identifying the Destination Points
Accelerating End User Adoption on Projects
Identifying the Future Desired State for End User Adoption
What’s
the path
ahead?
I’m
going
this way.
I don’t know
where I’m
going.…
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Applying OCM Tools & Techniques on Projects
Identifying the Destination Points
Accelerating End User Adoption on Projects
Identifying the Future Desired State for End User Adoption
Examples of End User Adoption Goals:
■ Upon completion of Project A, 75% of employees will use
Project A’s delivered new business process
■ Within 3 months of go-live, all end users will be compliant
with the new Federal Regulation requirement
■ By January 1, manufacturing errors will decrease by 15%
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Applying OCM Tools & Techniques on Projects
OCM Techniques for Identifying Your Destination Points
KPI
(Destination Point)
Method of Measurement Current Status
Obtain 50% utilization
of System X within 1
month of project’s go-
live
Quantitative - Extract report from
System X confirming number of
users in the system as of [go-live
date] and [1 month after go-live
date]
As of [date] 20% of the
organization used System
X for reports.
Increase utilization of
new IT Help Desk form
by 25% by end of
project
Quantitative – Pull report showing
number of new tickets submitted
via IT Help Desk form by end of
project
As of [date] 125 additional
forms have been
submitted to the IT Help
Desk in comparison to 50
phone calls
Example: End User Adoption KPI
Accelerating End User Adoption on Projects
Identifying the Future Desired State for End User Adoption
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True or False: In order to accelerate the
project’s end user adoption goal(s), the
project must first have these goals defined.
Checkpoint #1
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Checkpoint #1
True – Great Job!
True or False: In order to accelerate the
project’s end user adoption goal(s), the
project must first have these goals defined.
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Assessing the Organizational
Magnitude of Change
Applying OCM Tools & Techniques on Projects
Workshop Introduction
Accelerating End User Adoption on Projects
Assessing the Organizational Magnitude of Change
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Imperative to assess your
organization’s ability to incorporate
future desired state
Applying OCM Tools & Techniques on Projects
Knowing The Terrain of Your Journey
Accelerating End User Adoption on Projects
Assessing the Organizational Magnitude of Change
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Applying OCM Tools & Techniques on Projects
OCM Techniques for Identifying Your Destination Points
Accelerating End User Adoption on Projects
Assessing the Organizational Magnitude of Change
Examples of Organizational Variables To
Consider:
■ Catalyst for Change
■ Expected Pace of Change
■ % of Organization Impacted
■ % of Organization Aware
■ % of End Users Trained
■ Anticipated Level of Buy-In
■ …..etc.
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Applying OCM Tools & Techniques on Projects
OCM Techniques for Identifying Your Destination Points
Example - Organizational Change Impact Analysis
Accelerating End User Adoption on Projects
Assessing the Organizational Magnitude of Change
Catalyst for
Change
Current State Future
Desired State
~ % of
Organization
Impacted
Tenure of
Current
Process
Business
Process
Redesign
Today all
employees
with
procurement
cards use
Process A for
creating
expense
reports
All employees
with
procurement
cards should
use Process Z
for creating
expense
reports in
System Z by
[date].
25% to 50% of
the
organization is
impacted
The current
expense
report process
was
established 5
years ago
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Checkpoint #2
An organizational change impact analysis is
important to:
a) Understand the organization’s current bandwidth
for change
b) Develop technical requirements for a system
c) Obtain sign-off on the project charter
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Checkpoint #2
a) – Keep It Up!
An organizational change impact analysis is
important to:
a) Understand the organization’s current
bandwidth for change
b) Develop technical requirements for a system
c) Obtain sign-off on the project charter
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Techniques for Reaching the Future
Desired State
Applying OCM Tools & Techniques on Projects
Workshop Introduction
Accelerating End User Adoption on Projects
Techniques for Reaching the Future Desired State
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Who’s going to help us get there?!
Applying OCM Tools & Techniques on Projects
Knowing The Terrain of Your Journey
Accelerating End User Adoption on Projects
Techniques for Reaching the Future Desired State
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Applying OCM Tools & Techniques on Projects
Identifying the Destination Points
Accelerating End User Adoption on Projects
Techniques for Reaching the Future Desired State
Examples of Techniques for Reaching Future
Desired State:
■ Visible Executive Sponsors of Change!
■ Personalize the Journey!
‾ Show the organization where you’re
headed and what’s in it for them!
■ Engage resources that will serve
as Champions for the future state!
‾ “Partner” with Champions
throughout the journey!
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Applying OCM Tools & Techniques on Projects
OCM Techniques for Identifying Your Destination PointsAccelerating End User Adoption on Projects
Techniques for Reaching the Future Desired State
Examples of Executive Sponsorship Activities
Prioritize Future
State
Clarify Current State
vs. Path AheadReassure
Commitment
Project Timeline
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Applying OCM Tools & Techniques on Projects
OCM Techniques for Identifying Your Destination Points
Accelerating End User Adoption on Projects
Techniques for Reaching the Future Desired State
Example of Visualizing Project Storyboard Roadmap
2 months from
Project Go-Live!
Post Go-Live
Sustainability
Q1’16
Project
Kickoff!Measure
Progress
Q2’16
Project
Decision
Gate #1, etc.
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Applying OCM Tools & Techniques on Projects
OCM Techniques for Identifying Your Destination Points
Accelerating End User Adoption on Projects
Techniques for Reaching the Future Desired State
Example of Project Change Champion Footprint
12 Change
Champions
5 Change
Champions
8 Change
Champions
3 Change
Champions
1 Change
Champion
Understand the footprint of impact
& mobilize champions accordingly!
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Checkpoint #3
Project Change Champions play a key role in:
a) partnering with the project as advocates for the
future state
b) influencing buy-in and adoption of the future state
c) providing recommendations for accelerating
adoption
d) all of the above
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Checkpoint #3
Project Change Champions play a key role in:
a) partnering with the project as advocates for the
future state
b) influencing buy-in and adoption of the future state
c) providing recommendations for accelerating
adoption
d) all of the above
d) – You got it again!
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Improving & Sustaining End User
Adoption Post Go-Live
Applying OCM Tools & Techniques on Projects
Workshop Introduction
Accelerating End User Adoption on Projects
Improving & Sustaining End User Adoption Post Go-Live
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Applying OCM Tools & Techniques on Projects
Identifying Drivers for Your Journey
Accelerating End User Adoption on Projects
Improving & Sustaining End User Adoption Post Go-Live
Important to have approach in place
that will improve and sustain end-user
adoption…after the project goes live!
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Applying OCM Tools & Techniques on Projects
Identifying Drivers for Your Journey
Accelerating End User Adoption on Projects
Improving & Sustaining End User Adoption Post Go-Live
You mean there’s
more work to do
after the project’s
gone live?!?!
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Applying OCM Tools & Techniques on Projects
Identifying Drivers for Your Journey
Accelerating End User Adoption on Projects
Improving & Sustaining End User Adoption Post Go-Live
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Applying OCM Tools & Techniques on Projects
Identifying the Destination Points
Accelerating End User Adoption on Projects
Improving & Sustaining End User Adoption Post Go-Live
Examples of Techniques for Improving & Sustaining
End User Adoption:
■ Governance Board
‾ Cross-functional Business Owners
‾ Established & maintained policies & procedures
■ Post Go-Live End User Support Model
‾ HELP Line
‾ Support Site
‾ Measure &
improve
adoption
“Need
assistance?
We can help!”
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Checkpoint #4
As part of increasing and sustaining end-user
adoption, the Governance Board Framework
should be considered:
a) after the project goes live
b) if the project has a roadblock
c) at the beginning of the project, and thereafter
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Checkpoint #4
c) – You’re a rock star!
As part of increasing and sustaining end-user
adoption, the Governance Board Framework
should be considered:
a) after the project goes live
b) if the project has a roadblock
c) at the beginning of the project, and thereafter
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In Summary
Applying OCM Tools & Techniques on Projects
Workshop Introduction
Accelerating End User Adoption on Projects
In Summary
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Applying OCM Tools & Techniques on Projects
Identifying the Destination Points
Accelerating End User Adoption on Projects
Summary
Have an end user
adoption goal
Understand your organization’s
current ability to reach goal
Partner with the right
people to help reach the
future desired state
Measure, improve
and sustain end
user adoption -
during and after
go-live!
1.
2. 3.
4.
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Applying OCM Tools & Techniques on Projects
Identifying the Destination Points
Accelerating End User Adoption on Projects
Questions
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Contact Information• Speaker: Gloria M. Archer, MBA, PMP, PROSCI
• Company: Evolvsys, LLC
• Phone: 832-736-2731
• E-mail: [email protected]
Thank You