post-implementation organization & support loren blinde director, administrative systems group

Post-Implementation Post-Implementation Organization & Organization &

SupportSupportLoren BlindeLoren BlindeDirector, Administrative Systems GroupDirector, Administrative Systems Group

Session ObjectivesSession Objectives

An appreciation of issues that An appreciation of issues that new customers and recent go-live new customers and recent go-live projects will face with the long-projects will face with the long-term support and enhancement of term support and enhancement of their SAP systems their SAP systems

An opportunity for established An opportunity for established customers to share their customers to share their experienceexperience

Session TopicsSession Topics

Why ongoing support is an issueWhy ongoing support is an issue What a support team doesWhat a support team does Considerations in organizing a Considerations in organizing a

teamteam Nebraska’s experienceNebraska’s experience

Open audience discussionOpen audience discussion

Why Support is an Issue>Why Support is an Issue>

Institutional CultureInstitutional Culture

ERP system is likely a new thing ERP system is likely a new thing

The Business <> Technical The Business <> Technical relationship has changedrelationship has changed

There is a NEW business roleThere is a NEW business role


Go-Live Psychology Go-Live Psychology

The finish-line is system go-liveThe finish-line is system go-live

Management expectation of Management expectation of completioncompletion

User expectation of a finished User expectation of a finished productproduct


““We want our people We want our people back!”back!” The ERP project was a short-term The ERP project was a short-term

assignmentassignment

Many team members are drafted Many team members are drafted from your Business officesfrom your Business offices

They are also your best people for They are also your best people for system supportsystem support


Money Money

You budgeted for the You budgeted for the maintenance agreementmaintenance agreement

Did you plan for the human side?Did you plan for the human side?

Your Challenge>Your Challenge>

Create a reality-based Create a reality-based management perspective of management perspective of

system supportsystem support

– Identify what support teams doIdentify what support teams do– Consider your institutional factorsConsider your institutional factors

– Look at peer modelsLook at peer models

What Support Teams Do> What Support Teams Do>

Maintenance TasksMaintenance Tasks

Major upgradesMajor upgrades Service packsService packs Problem solvingProblem solving Security administrationSecurity administration Workflow administrationWorkflow administration ArchivingArchiving


Common Business Common Business TasksTasks Support the business officesSupport the business offices Centralized processesCentralized processes

– Tax reporting (US 1099 & W-2)Tax reporting (US 1099 & W-2)– Financial closingFinancial closing– PayrollPayroll– Payment runsPayment runs

Data manipulationData manipulation– Mass changesMass changes– Data loadsData loads

Ad-hoc report creationAd-hoc report creation


Tend to the UsersTend to the Users

TrainingTraining DocumentationDocumentation Change Management & Change Management &

CommunicationCommunication Internal Influence ChannelsInternal Influence Channels


Continuous Continuous ImprovementImprovement New initiatives and more SAPNew initiatives and more SAP Accountability to senior managementAccountability to senior management Priority setting - consensus buildingPriority setting - consensus building Product evaluation and acquisitionProduct evaluation and acquisition Process redesignProcess redesign License managementLicense management

Define a priority setting process !Define a priority setting process !


Stay SmartStay Smart

NetworkingNetworking Project team trainingProject team training Keeping up with SAPKeeping up with SAP Advocacy and InfluenceAdvocacy and Influence CRMCRM

(Consultant Relationship (Consultant Relationship Management)Management)


MarketingMarketing

Publicity & PromotionPublicity & Promotion

Internal Marketing – Selling SAPInternal Marketing – Selling SAP

Build a Support TeamBuild a Support Team

Consider your organizationConsider your organization Build the right team structureBuild the right team structure Find the right peopleFind the right people Create the right work Create the right work

environmentenvironment Create the right relationshipsCreate the right relationships

Build a Support Team>Build a Support Team>

Consider your Consider your OrganizationOrganization Single or multiple-campuses?Single or multiple-campuses?

Administratively centralized?Administratively centralized?

One size does not fit allOne size does not fit all

Build a Support Team> Build a Support Team>

The Right Team The Right Team StructureStructure Define the Business > IT Define the Business > IT

RelationshipRelationship Define subject-oriented business Define subject-oriented business

positionspositions Obtain executive sponsorship, write Obtain executive sponsorship, write

it down and make it officialit down and make it official Make the team “entity-Make the team “entity-

independent”independent”

Build a Support Team>Build a Support Team> Entity-Independent?Entity-Independent? Yes, it’s politicalYes, it’s political An issue for multi-campus universitiesAn issue for multi-campus universities Your implementation was “one for all”Your implementation was “one for all” Ongoing support works the same wayOngoing support works the same way Look at the corporate “home office” Look at the corporate “home office”

modelmodel

Build a Support Team>Build a Support Team> Find the Right PeopleFind the Right People Desired traits:Desired traits:

– Knows SAPKnows SAP– Knows your institutionKnows your institution– Knows your implementationKnows your implementation

The perfect fitThe perfect fit– Your implementation team member ?Your implementation team member ?

View it as new position recruitmentView it as new position recruitment

Find the Right People>Find the Right People>

“Can’t They Just do Two “Can’t They Just do Two Jobs?”Jobs?” The inevitable compromise for “We The inevitable compromise for “We

want our people back”want our people back” The “old job” still needs to be doneThe “old job” still needs to be done The “new system” still needs supportThe “new system” still needs support Somehow the “old job” got doneSomehow the “old job” got done The rest of your people just got The rest of your people just got

betterbetter

Build a Support Team>Build a Support Team> The right work The right work environmentenvironment System integration requires team System integration requires team

integrationintegration One team – one locationOne team – one location Keep the team visibleKeep the team visible Become welcome and familiar Become welcome and familiar

faces in the business officesfaces in the business offices

Build a Support Team>Build a Support Team> The Right The Right RelationshipsRelationships Team Manager <> Executive AdminTeam Manager <> Executive Admin Team Manager <> IT ManagerTeam Manager <> IT Manager

Team Members <> Team MembersTeam Members <> Team Members Team Members <> IT StaffTeam Members <> IT Staff Team Members <> Business OfficesTeam Members <> Business Offices

Change Management <> End UsersChange Management <> End Users

The Nebraska Time The Nebraska Time LineLine

Late 1997 – Begin Implementation (3.1H)Late 1997 – Begin Implementation (3.1H) July 1999 – Go Live (4.5B)July 1999 – Go Live (4.5B) Late 1999 – Implementation team fades Late 1999 – Implementation team fades

awayaway 2000 – the “Virtual Team” year2000 – the “Virtual Team” year 2001 – Administrative Systems Group 2001 – Administrative Systems Group

formedformed

The Nebraska The Nebraska OrganizationOrganization

Chief Financial Officer /Associate VP

Chief InformationOfficer

DirectorAdministrative

Systems Group

AdministrativeSystems Business

Team:

Finance

Projects/FM

Human Resources

Payroll

Procurement/Travel

Workflow

BASIS Team

Applications/ABAP Team

CustomerSupport Team

ChangeManagement

Communication

Documentation

Training

Chief BusinessOfficers / Steering

Committee

InformationAccess/

BusinessWarehouse

Team

Associate CIO

Closing ThoughtsClosing Thoughts

Preserve your project momentumPreserve your project momentum Keep your key peopleKeep your key people Find a way to do itFind a way to do it Some will question if you can Some will question if you can

afford itafford it Can you afford not to?Can you afford not to?

Now YOU Talk . . .Now YOU Talk . . .

QuestionsQuestions Other school’s experienceOther school’s experience

Loren BlindeLoren Blinde

University of NebraskaUniversity of Nebraska

327 Nebraska Hall327 Nebraska Hall

Lincoln, NE 68588-0521Lincoln, NE 68588-0521

402-472-7023402-472-7023

[email protected]@nebraska.edu

post-implementation organization & support loren blinde director, administrative systems group

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