Accelerating End User Adoption on Projects …...1 Accelerating End User Adoption on Projects Speaker: Gloria M. Archer, MBA, PMP, PROSCI Company: Evolvsys LLC Welcome to the PMI Houston

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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

• There will be time at the end of this presentation for you to take a few

moments to complete the session survey. We value your feedback which

allows us to improve this annual event.

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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


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


Special Note

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Identifying the Future Desired State

for End User Adoption

Applying OCM Tools & Techniques on Projects

Workshop Introduction


Identifying the Future Desired State for End User Adoption

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Have a goal!


Identifying the Destination Points



What’s

the path

ahead?

I’m

going

this way.

I don’t know

where I’m

going.…

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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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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



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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




Assessing the Organizational Magnitude of Change

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Imperative to assess your

organization’s ability to incorporate

future desired state


Knowing The Terrain of Your Journey



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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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Example - Organizational Change Impact Analysis



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




Techniques for Reaching the Future Desired State

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Who’s going to help us get there?!


Knowing The Terrain of Your Journey



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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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OCM Techniques for Identifying Your Destination PointsAccelerating End User Adoption on Projects


Examples of Executive Sponsorship Activities

Prioritize Future

State

Clarify Current State

vs. Path AheadReassure

Commitment

Project Timeline

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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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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




Improving & Sustaining End User Adoption Post Go-Live

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Identifying Drivers for Your Journey



Important to have approach in place

that will improve and sustain end-user

adoption…after the project goes live!

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You mean there’s

more work to do

after the project’s

gone live?!?!

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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




In Summary

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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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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

mailto:[email protected]

Documents

Accelerating End User Adoption on Projects …...1 Accelerating End User Adoption on Projects Speaker: Gloria M. Archer, MBA, PMP, PROSCI Company: Evolvsys LLC Welcome to the PMI Houston