post implement advice

8/10/2019 Post Implement Advice

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Post-ImplementationOrganization & Support

Loren BlindeDirector, Administrative Systems Group


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Session Objectives

An appreciation of issues that newcustomers and recent go-live projects

will face with the long-term supportand enhancement of their SAPsystems

An opportunity for establishedcustomers to share their experience


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Session Topics

Why ongoing support is an issue

What a support team does

Considerations in organizing a team

Nebraskas experience

Open audience discussion


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Why Support is an Issue>

Institutional Culture

ERP system is likely a new thing

The Business Technicalrelationship has changed

There is a NEW business role


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Go-Live Psychology

The finish-line is system go-live

Management expectation ofcompletion

User expectation of a finished product


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We want our people back!

The ERP project was a short-termassignment

Many team members are drafted fromyour Business offices

They are also your best people forsystem support


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Your Challenge>

Create a reality-based

management perspective ofsystem support

Identify what support teams do Consider your institutional factors

Look at peer models


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What Support Teams Do>

Maintenance Tasks

Major upgrades

Service packs

Problem solving

Security administration

Workflow administrationArchiving


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Common Business Tasks

Support the business offices Centralized processes

Tax reporting (US 1099 & W-2) Financial closing Payroll Payment runs

Data manipulation

Mass changes Data loads

Ad-hoc report creation


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Tend to the Users

Training

Documentation

Change Management &Communication

Internal Influence Channels


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Continuous Improvement

New initiatives and more SAP

Accountability to senior management

Priority setting - consensus building Product evaluation and acquisition

Process redesign

License management

Define a priority setting process !


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Stay Smart

Networking

Project team training

Keeping up with SAP

Advocacy and Influence

CRM(Consultant Relationship Management)


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Marketing

Publicity & Promotion

Internal MarketingSelling SAP


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Build a Support Team>

Consider your Organization

Single or multiple-campuses?

Administratively centralized?

One size does not fit all


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The Right Team Structure

Define the Business > IT Relationship

Define subject-oriented business

positions

Obtain executive sponsorship, write itdown and make it official

Make the team entity-independent


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Entity-Independent?Yes, its political

An issue for multi-campus universities

Your implementation was one for all

Ongoing support works the same way

Look at the corporate home officemodel


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Find the Right People Desired traits:

Knows SAP

Knows your institution

Knows your implementation

The perfect fit

Your implementation team member ?

View it as new position recruitment


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Find the Right People>

Cant They Just do Two Jobs?

The inevitable compromise for Wewant our people back

The old job still needs to be done

The new system still needs support

Somehow the old job got done

The rest of your people just got better


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Build a Support Team>The right work environment

System integration requires teamintegration

One teamone location

Keep the team visible

Become welcome and familiar faces inthe business offices


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The Right Relationships Team Manager Executive Admin

Team Manager IT Manager

Team Members Team Members

Team Members IT Staff

Team Members Business Offices

Change Management End Users


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The Nebraska Time Line

Late 1997Begin Implementation (3.1H)

July 1999Go Live (4.5B) Late 1999Implementation team fades away

2000the Virtual Team year

2001Administrative Systems Group formed


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The Nebraska Organization

Chief Financial Officer /

Associate VP

Chief Information

Officer

Director

AdministrativeSystems Group

Administrative

Systems Business

Team:

Finance

Projects/FM

Human Resources

Payroll

Procurement/

Travel

Workflow

BASIS Team

Applications/ABAP Team

Customer

Support Team

Change

Management

Communication

Documentation

Training

Chief Business

Officers / Steering

Committee

Information

Access/

Business

Warehouse

Team

Associate CIO


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Closing Thoughts

Preserve your project momentum

Keep your key people

Find a way to do it

Some will question if you can afford it

Can you afford not to?


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Now YOU Talk . . .

Questions

Other schools experience

Loren Blinde

University of Nebraska

327 Nebraska Hall

Lincoln, NE 68588-0521

402-472-7023

[email protected]

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