daniel price / christian bass cats - gwu total implementation a guide for successfully launching it...
TRANSCRIPT
Daniel Price / Christian BassCATS - GWU
Total Implementation
A Guide for Successfully Launching IT Initiatives
Daniel Price / Christian BassCATS-GWU
Copyright Daniel Price & Christian Bass 2003
This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided
that this copyright statement appears on the reproduced materials and notice is given that the
copying is by permission of the author. To disseminate otherwise or to republish requires
written permission from the author.
Daniel Price / Christian BassCATS-GWU
Re-Thinking Project Management
On What Phase/Aspect of the Project Was the Most Time and Attention Devoted?
On What Phase/Aspect of the Project Was the Least Time and Attention Devoted?
In the Future, On What Phase/Aspect of a Project Would You Devote More Time and Attention?
Daniel Price / Christian BassCATS-GWU
A Project’s Achilles Heel
Best Practices in Business Process Reengineering and Process Design:
Benchmarking Report
327 companies 3rd report in 6 years Experiences of project teams recently or
currently involved in projects
Prosci – Best Practices In BPR 2002, p4
Daniel Price / Christian BassCATS-GWU
A Project’s Achilles Heel
2/3 of a typical project = planning, designing and gaining approval / / 1/3 = development and implementation
What would Participants Do Differently?
Prosci – Best Practices In BPR 2002, p5
Daniel Price / Christian BassCATS-GWU
Implement the Change
Planned Change Management Program Demonstrating Need for Change Communicating the Implications and Logistics of
the Change Involving Lower Level Employees Creating Buy-In
Prosci – Best Practices In BPR 2002, p11
Daniel Price / Christian BassCATS-GWU
Projects
G1 University Login Mandates
Unified log-in for labs Control / Monitor Accounts Automatic Account Management
Pharos Printing Solution Mandates
Fee Based Printing Solution
July 06, 2002 – August 19, 2002
Daniel Price / Christian BassCATS-GWU
Assessment of Environment:
Success Measured By Technical Functionality
No Focus on Implementation Fear of Clients Prevalent Throughout
Organization
Daniel Price / Christian BassCATS-GWU
Building Bridges:Stakeholder Support
System Analysis System Was Already Set Up to Identify Students and
Faculty… Students Unable to Register For Classes
No G1 Account Unregistered Students Do Not Qualify For G1 Account
Need For Identification Method Student (registered for classes vs. eligible to register for classes) Faculty (over 20 different classifications for faculty)
International Students Arrive Early Lack of Communication From Administration
Help Desk Inadequate
Daniel Price / Christian BassCATS-GWU
Building Bridges:Targeted Interactions
Sponsor Support
Strategic Support
Daniel Price / Christian BassCATS-GWU
Building Bridges:Upheaval In the Community
Letters: Unsatisfied printer
I have recently come to learn of another infamous GW policy regarding a 7-cent charge for each side of paper printed at the computer labs. We all know that GW has chosen this path as a quick fix rather than reevaluating the entire budget for the university. We know that this unfairly charges students who A) are on financial aid, B) are more academically inclined and C) all students who already pay $39,000 for the "privilege" of attending one of the nation's top universities. GW claims to be working for the best interest of all students, but since I have been enrolled here, I have felt that the number one priority has been to drain the last cent out of my family.
I have learned from the most amazing professors, met the most intriguing students and challenged myself in all arenas. And yet, now as a senior, I am inclined to think about how GW (who brags its greatness in all brochures, newspapers, Web sites and parent handbooks) promises to work with its students, but actually treats them as if they were a hindrance to carrying out a successful business. Yes, GW must work in a professional structure, but what business thrives without the satisfaction of its customers?
–Sarah Ortegasenior
GW Hatchet – 08/25/02
Daniel Price / Christian BassCATS-GWU
Building Bridges:Upheaval In the Community
Letters: Unsatisfied printer
And yet, now as a senior, I am inclined to think about how GW . . . promises to work with its students, but actually treats them as if they were a hindrance to carrying out a successful business. Yes, GW must work in a professional structure, but what business thrives without the satisfaction of its customers?
Daniel Price / Christian BassCATS-GWU
Building Bridges:Upheaval In the Community
The e-mail (sent by the University) about the printing fee claims that the printing cost has been instituted because students are printing excess pages. What happened to the policy instituted last year that put printing caps on students and charged them after they printed a certain amount? Did this policy fail? By how much? Does the number of allotted pages need to be cut down? Why was there no mention of it in this most recent e-mail? It is almost as if this policy never existed and students have been getting free printing all along. This is most definitely not the case.
As a student, I use the printer services in the library. I use them for research and for printing out final papers. As a creative writing minor, I have been required in my classes to print out copies (sometimes multiple) for every member of my class. For the last two years, I have been printing out a copy and then paying for it to be photocopied. Now I have to pay to print out the original as well? I find this appalling. Furthermore, I was under the impression that attached to my tuition was a fee that paid for my use of the library. Does this fee not include printer costs?
I just hope that the debit dollar machines in the library aren't out of service for months at a time likethey are every year. I'm 21 years old and I'm graduating in a year. The job market is terrible and I'm rying to save all that I can. I don't have 7 cents to spend on printing and I'm tired of the university taking my money and not explaining how they can afford to take over every apartment complex in the surrounding area, but not give me free paper in the library.
–Jessica Eralisenior
GW Hatchet – 08/25/02
Daniel Price / Christian BassCATS-GWU
Building Bridges:Upheaval In the Community
The job market is terrible and I'm relying to save all that I can. I don't have 7 cents to spend on printing and I'm tired of the university taking my money and not explaining how they can afford to take over every apartment complex in the surrounding area, but not give me free paper in the library.
–Jessica Eralisenior
GW Hatchet – 08/25/02
Daniel Price / Christian BassCATS-GWU
Communication:Motivating Change
There is one - and only one - goal in ALL effective communication:
Motivate Others To A Desired Action
Daniel Price / Christian BassCATS-GWU
The Implementation Process
Current Status of the Project
Implementation
Project Plan
Targeted Interactions
CorrespondingCommunity
CommunityCorrespondence
A Picture of the Improvement Process
Daniel Price / Christian BassCATS-GWU
GW Computing:A Plethora of Logins2002
BusinessLabs
School Registration
MacLabs
DepartmentLabs
Library Labs
PublicLabs
WritingLabs
Art Studio
DiscourseLabs
Dorm Labs
Daniel Price / Christian BassCATS-GWU
Communication:Cutting Through the Clutter
Daniel Price / Christian BassCATS-GWU
Communication:Get the Message Across
Daniel Price / Christian BassCATS-GWU
Communication:Where We Advertise
Program Benefits
Daniel Price / Christian BassCATS-GWU
Communication:Get the Message Across
Daniel Price / Christian BassCATS-GWU
Communication:Where We Advertise
ADVERTISTMENT IN GW CAMPUS PUBLICATIONS
Daniel Price / Christian BassCATS-GWU
Communication:Where We Advertise
Campus HandoutsCampus Mailings
Daniel Price / Christian BassCATS-GWU
Communication:Where We Advertise
Monitor Signs on Every Computer
Daniel Price / Christian BassCATS-GWU
How to Communicate: Get the Message Across Effectively
Implementation Branding The G1 Logo Is Recognized Instantly Across Campus
Daniel Price / Christian BassCATS-GWU
GW ComputingG1- Computing Made Simple
Daniel Price / Christian BassCATS-GWU
Training:Training Our People – The Staff
Computer Lab Assistants
Print Release Assistants
Full Time Staff Present
Daniel Price / Christian BassCATS-GWU
Training:Training Affected Units – Knowledge Thru Effort
Be Prepared For Calls Steer Questions to Our
Staff Overview And Inform
the Community About the Technical Side
Daniel Price / Christian BassCATS-GWU
Training:Training For the Clients
Faculty Students
Daniel Price / Christian BassCATS-GWU
The Secrets of Success:
Implementation Manager / Coordinator Change Terminology Set Expectations Plan for Implementation
Guidelines Milestones Success Parameters
Shepard the Process
Daniel Price / Christian BassCATS-GWU
Enter the Implementation Manager
Daniel Price / Christian BassCATS-GWU
Change Terminology:
Daniel Price / Christian BassCATS-GWU
Setting Expectations
RESISTANCE TO CHANGE
Problems with existing technological systems and infrastructure
Timeframe of Project Stress from Current Workload
Prosci – Best Practices In BPR 2002, p30
Daniel Price / Christian BassCATS-GWU
Shepherding the Process
“Successes measured by time, costs, and schedule are relatively easy to manage.
The ultimate success is rated by the grassroots and their evaluation.”
- Project Sponsor
Prosci – Best Practices In BPR 2002, p11
Daniel Price / Christian BassCATS-GWU
Building Bridges:Finally… Understanding
GW Hatchet 05/01/2003
9 Months Later
Daniel Price / Christian BassCATS-GWU
Re-Thinking Project Management
In the Future, On What Phase/Aspect of a Project Would You Devote More Time and Attention?
Daniel Price / Christian BassCATS-GWU
Special Thanks
Special Thanks are due to the following staff members
Caroline Jung (Scripting and Graphic Design) Kevin Wong (Web Site and Presentation
Development) Jeff Aronow (Project Manager)
Daniel Price / Christian BassCATS-GWU
Contact Information
Daniel Price – Manager, Academic Technology Services
202-994-5756
[email protected] Christian Bass – Academic Technology Project
Coordinator
202-994-5420