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IT Challenges in ERP
Chris Meyer
Duke University
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Profile
• Durham, North Carolina
• 11,000 undergraduate, graduate and professional students and 1450 faculty
• 8 Schools: A&S, Engineering, Divinity, Business, Graduate, Environment, Law, Medicine and Nursing
• PeopleSoft Student Administration
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Chronology
Vision Phase 9/93-9/96Began Implementation 3/97Admissions live 9/98-9/99Upgrade to PS 7.5 6/99Student Records live 3/00Financial Aid live 3/99-5/00Student Accounts live 7/00
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Staffing
Before AfterSenior Administration 3 2Managers 2 2Functional Team 10 8Technical Team 8 14Functional Consulting 2 0.5Technical Consulting 4 1
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Project Organization
• Executive Sponsors Committee
• Steering Committee
• Coordinator Team
• Project Team
• Functional Team
• Technical Team
• Local Functional and Technical Team
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Technical Architecture
• Oracle 8i Database Servers– Online Transactional Processing System
and Decision Support
• PS Application Servers
• Web Servers
• Citrix Metaframe Server
• Novell File Server
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System Architecture
• PeopleSoft SA 7.6, Oracle 8i• Citrix Metaframe• Hahtsite for ACES Web• AppWorx Process Scheduler• Jetforms Central Server• CollegeNet Resource 25• BMC Patrol and IBM Tivoli• DCE Kerberos Authentication
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Challenges
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Senior Administration
• Mandate university-wide use and acceptance
• Financial support– Final cost was triple original estimate– Hardware and consulting services
• Hold ERP vendor accountable for QA issues
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Project Management
• Internal versus External• Avoid “Scope Creep”, use phased
approach, e.g., replace current functionality first
• Technical and functional coordination• Over-budget to cover unanticipated
costs, e.g., ancillary software and postponed go-lives
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Staffing
• Recruit the best internal staff as full-time resources and backfill
• Staff motivation and retention– provide incentives to reach milestones
• Implementation versus Operational
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Communications
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Communications
• Identify key stakeholders– Steering Committee– Deans, Directors and Business Managers– Local Functional and Technical Leaders– End-users
• Communicate with key stakeholders early and often, as appropriate
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Technical Architecture
• Sizing
• Lease versus Buy
• Standardize on fewer technologies
• Client Server Infrastructure– System monitoring
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Training
• Technical - ERP Vendor
• Functional - ERP Vendor
• End-user– Insource versus Outsource
• Timeliness
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Implementation
• Software stability
• Consolidate and apply upgrades, updates and fixes at least quarterly
• Avoid customizations!– Requests are functionally driven– Review and approval process– Modify business, not the system
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Implementation
• Regression and performance testing
• Implement generic extracts and eliminate shadow systems
• “Web-enable” to hide system complexity
• Decision support/reporting strategy
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Implementation
• Multiple database instances
• “Big bang” versus “Phased” approach
• Professional consulting– “Burst” or “Cafeteria-style”– ERP vendor services preferred– Use recruiting firms
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Implementation
• ERP Account Representative
• User’s must accept system ownership
• Enabling new technologies, e.g., workflow, OLAP, and web
• Measuring and leveraging ROI
• Establishing success measures
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Operational
• Functional and technical support• Adhere to IT “Best Practices”
– Change Management– Testing– Cross-training
• Outsourcing tedious, mundane tasks, e.g., upgrades?
• Performance tuning
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Future
• Decision Support
• OLAP
• Portal Strategy
• Upgrade to PeopleSoft SA 8.x
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Questions and Discussion