Post-Implementation Organization & Support Loren Blinde Director, Administrative Systems Group
Session Objectives n An appreciation of issues that new customers and recent go-live projects will face with the long-term support and enhancement of their SAP systems n An opportunity for established customers to share their experience
Session Topics Why ongoing support is an issue n What a support team does n Considerations in organizing a team n Nebraska’s experience n n Open audience discussion
Why Support is an Issue> Institutional Culture n ERP system is likely a new thing n The Business <> Technical relationship has changed n There is a NEW business role
Why Support is an Issue> Go-Live Psychology n The finish-line is system go-live n Management expectation of completion n User expectation of a finished product
Why Support is an Issue> “We want our people back!” n The ERP project was a short-term assignment n Many team members are drafted from your Business offices n They are also your best people for system support
Why Support is an Issue> Money n You budgeted for the maintenance agreement n Did you plan for the human side?
Your Challenge> n Create a reality-based management perspective of system support – Identify what support teams do – Consider your institutional factors – Look at peer models
What Support Teams Do> Maintenance Tasks Major upgrades n Service packs n Problem solving n Security administration n Workflow administration n Archiving n
What Support Teams Do> Common Business Tasks n n Support the business offices Centralized processes – – Tax reporting (US 1099 & W-2) Financial closing Payroll Payment runs n Data manipulation n Ad-hoc report creation – Mass changes – Data loads
What Support Teams Do> Tend to the Users Training n Documentation n Change Management & Communication n Internal Influence Channels n
What Support Teams Do> Continuous Improvement n New initiatives and more SAP Accountability to senior management Priority setting - consensus building Product evaluation and acquisition Process redesign License management n Define a priority setting process ! n n n
What Support Teams Do> Stay Smart Networking n Project team training n Keeping up with SAP n Advocacy and Influence n CRM n (Consultant Relationship Management)
What Support Teams Do> Marketing n Publicity & Promotion n Internal Marketing – Selling SAP
Build a Support Team Consider your organization n Build the right team structure n Find the right people n Create the right work environment n Create the right relationships n
Build a Support Team> Consider your Organization n Single or multiple-campuses? n Administratively centralized? n One size does not fit all
Build a Support Team> The Right Team Structure Define the Business > IT Relationship n Define subject-oriented business positions n Obtain executive sponsorship, write it down and make it official n Make the team “entity-independent” n
Build a Support Team> Entity-Independent? Yes, it’s political n An issue for multi-campus universities n Your implementation was “one for all” n Ongoing support works the same way n Look at the corporate “home office” model n
Build a Support Team> Find the Right People n Desired traits: – Knows SAP – Knows your institution – Knows your implementation n The perfect fit – Your implementation team member ? n View it as new position recruitment
Find the Right People> “Can’t They Just do Two Jobs? ” The inevitable compromise for “We want our people back” n The “old job” still needs to be done n The “new system” still needs support n Somehow the “old job” got done n The rest of your people just got better n
Build a Support Team> The right work environment System integration requires team integration n One team – one location n Keep the team visible n Become welcome and familiar faces in the business offices n
Build a Support Team> The Right Relationships n n Team Manager <> Executive Admin Team Manager <> IT Manager n Team Members <> IT Staff Team Members <> Business Offices n Change Management <> End Users n n
The Nebraska Time Line n n n Late 1997 – Begin Implementation (3. 1 H) July 1999 – Go Live (4. 5 B) Late 1999 – Implementation team fades away 2000 – the “Virtual Team” year 2001 – Administrative Systems Group formed
The Nebraska Organization
Closing Thoughts Preserve your project momentum n Keep your key people n Find a way to do it n Some will question if you can afford it n Can you afford not to? n
Now YOU Talk. . . Questions n Other school’s experience n Loren Blinde University of Nebraska 327 Nebraska Hall Lincoln, NE 68588 -0521 402 -472 -7023 lblinde@nebraska. edu
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