1. No category

Increasing Clarity Perception and Adoption
www.regoconsulting.com
Phone: 1-888-813-0444
Agenda
● Survey – What is Your State of Adoption
● Keys to Success – What We Have Seen
● Participant Lessons Learned
○ Amway
○ Fiserv
○ Open Mic – Others with Lessons Learned
● Q&A
2
www.regoconsulting.com
Phone: 1-888-813-0444
Survey – Where Do You Fall?
(Two Audiences: Management and Users)
Five (5)
Maximized
Value
• Clarity Data Drives Decisions
• Users Believe Clarity Helps
them Perform Their Job
• Executives Use Clarity
Constantly
• Disruption Free
Releases/Upgrades
Zero (0)
Low Value
Perception
Problems that Cause Low Value
Perception:
• Spreadsheet Rich Environment
Driving Decisions
• Users See No Value in Clarity
• Executives Never Log Into Clarity
• Clarity is slow and upgrades are
expensive/Painful
www.regoconsulting.com
3
Phone: 1-888-813-0444
Keys to Success
●
●
●
●
●
●
●
●
●
Executive Support
Be Prepared
Effective Information Campaign
Invest in Training / Mentoring
Engage the Users – Provide Real Value
Don’t be a Perfectionist
Implement Functionality in Stride
Monitor Performance
Optimal Tool Configuration
4
www.regoconsulting.com
Phone: 1-888-813-0444
Executive Support
● Executives MUST Buy Into the Value Proposition – Big Picture
● Executives MUST be Vocal in Their Support
● Establish the Right Governance Model
○ Executive Steering Committee & Rego Exec Leadership
• Strategic Direction and Wave Content Approval
• Checkpoints on Progress
• Approval of Process & Architecture Decisions
○ Core Project Team
•
•
•
•
Process and Architecture Decision Recommendations
Configuration and Prototype
Subject Matter Experts / Clarity Evangelists
Change Management / Communication
○ Project Managers (Rego & Client)
• Works with Executive Steering Committee
• Resolves Conflicts and Owns Final Core Team Decisions
• Ensures solutions are in best interest of the Organization
5
www.regoconsulting.com
Phone: 1-888-813-0444
Be Prepared
● All of the organization must understand there may be a culture
change
● Establish Best Practice Process – Before a Tool
○ Do not automate poor process. Use automation of a function as an
opportunity to leverage best practices and take a fresh look at how things
are done today
● Basic Project Management Training
○ Some organizations have people slated as a PM and they have had no
formal training. These folks really perceive Clarity as administrative
overhead...a burden – because they do not understand “why” some things
should be done. It is good to talk about the process and concept of PM'ing
outside of the tool...then show how the tool can "enable" the process.
● Understand the Data You Want to Capture AND start with good data
● Have an Idea of the Reporting You Want Out
● Have Internal Resources (Support and SMEs) Ready to Go
6
www.regoconsulting.com
Phone: 1-888-813-0444
Effective Information
Campaign
● Be Aware of Change Management
○ Start with the easy functions to deploy that require little data
maintenance. The most difficult function to deploy, in terms of change
management, is resource management – do NOT do this first.
● Create an Internal Marketing Campaign Before and During
Implementation
● Publish a Vision for Clarity’s Future
● Establish Frequent Communication: Vision, Reminders, Success
Stories
7
www.regoconsulting.com
Phone: 1-888-813-0444
Invest in Training / Mentoring
● Hands-On Training is the BEST
○ What is left behind after training (Quick Reference Guides, Manuals,
Presentations, CAPA) will not influence adoption – the time spent
performing exercises with an instructor/mentor will.
● Train Internal SMEs
○ Ensure you have internal SMEs that are invested in the tool and can spend
the time needed to get people to embrace the automation
● Synchronize Timing
○ In spite of all the training courses before deployment, resources do not have
great retention. You must focus on training once the system goes live.
Resources do not pay attention until it is real.
● Frequent Workshops or In Person Mentoring
○ Spending 15-30 minutes with every user at their own computer showing
them CA Clarity PPM features and functions will work miracles.
● Accessibility of Answers
○ Readily available training material, guides, videos, etc.
8
www.regoconsulting.com
Phone: 1-888-813-0444
Engage the Users – Provide
Real Value
Process Improvements /
Increased Maturity
Good Data Compliance
(Accuracy & Completeness)
Low Value
Perception
Problems that Cause Low Value
Perception:
• Spreadsheet Rich Environment
Driving Decisions
• Users See No Value in Clarity
• Executives Never Log Into Clarity
• Clarity is slow and upgrades are
expensive/Painful
www.regoconsulting.com
Effective Data Analysis
Maximized
Value
• Clarity Data Drives Decisions
• Users Believe Clarity Helps
them Perform Their Job
• Executives Use Clarity
Constantly
• Disruption Free
Releases/Upgrades
User Engagement
(Team, RM/PM, Leadership)
Driving User Engagement
• User Interface – Easy to Navigate and Find Information
• Infrastructure – Stable, Reliable, and Performs Well
• Roadmap – Published Vision for Clarity Future
• Education – Training and Mentoring – What, How, Why
• Visibility – Many meaningful portlets/reports
• Automation – Simplify Interactions to avoid wasted time
• Process – Defined processes in line with Clarity configuration
• Rapid Incrementalism – Frequent Upgrades/Releases
Phone: 1-888-813-0444
9
Don’t be a Perfectionist
● Don’t struggle with resolving every last detail when
implementing.
● Your process or setup may not be ideal at first, but remember
80% automation will save a great deal of time.
● Go with the majority -- don’t worry about trying to please
everyone. Focus your efforts on the 80% who are being
supportive, the rest will conform in their own time or as local
management demands.
● Don’t build everyone’s ideal reports up front – develop a
number of generic reports that can be downloaded and
manipulated. (80% automation)
10
www.regoconsulting.com
Phone: 1-888-813-0444
Implement Functionality in
Stride
● Introduce only small bits of functionality, but do it quickly.
● Be careful not to overwhelm people -- much of the struggle in
implementing a PPM is initial perception.
● Let users know you are not asking for much right away. Once
implemented, you can add more functionality quickly.
● Keep in touch with users as new things are implemented taking sanity checks to let them know they are supported
11
www.regoconsulting.com
Phone: 1-888-813-0444
Monitor Performance
● Implement Adoption Metrics
○ Establish a way up front that you will measure the success of the
deployment. What data are you trying to drive, etc.
○ Template available from RegoXchange
○ MUST BE USED
12
www.regoconsulting.com
Phone: 1-888-813-0444
Organized and Simple
● Menus
○ Make the Menu Reflect Your Process
○ Modify the General Page
● Object Screens
○ Group Like Fields in Sections
○ Minimize the number of pages to update
•
Do not put data on 3 subpages where the user has to jump between multiple pages to see or
edit the data they need to (unless they need to for security reasons)
○ Make Text Boxes Bigger
•
Make them large so that users do not have to scroll to see all of the data
● One Click to Value
13
www.regoconsulting.com
Phone: 1-888-813-0444
Organized and Simple
● Option 1: Menu by function
● Option 2:
14
www.regoconsulting.com
Phone: 1-888-813-0444
Organized and Simple
● Object Screens (v13 Cleaned Much Up)
○ Group Like Fields in Sections
○ Minimize the number of pages to update
•
Do not put data on 3 subpages where the user has to jump between multiple pages to see or
edit the data they need to (unless they need to for security reasons)
○ Make Text Boxes Bigger
•
Make them large so that users do not have to scroll to see all of the data
○ Drop Downs
○ NEW ** Actions
15
www.regoconsulting.com
Phone: 1-888-813-0444
Quick Wins – User Interaction
(Overview)
• Add tabs related to “My” stuff
• Remove portlets not needed
• Add Communications portlet
16
www.regoconsulting.com
Phone: 1-888-813-0444
Quick Wins – User Interaction
(Project)
After
Before
• Remove Subpages Not Used
17
www.regoconsulting.com
Phone: 1-888-813-0444
Quick Wins – User Interaction
(Project)
Before
After
18
www.regoconsulting.com
Phone: 1-888-813-0444
Get Rid of Unused Items
● CA has TONs of stuff. Often overwhelming. Get rid of stuff. Do not
be afraid.
● Do not delete – just inactivate and remove
● Removal examples:
○ Fields
○ Groups
○ Portlets
19
www.regoconsulting.com
Phone: 1-888-813-0444
Leverage Alerts
● We want people to use Clarity to manage by exception
● Email notifications
○ Late Timesheet
○ Late Status
○ Notify of Mixed booking
● Exception portlets to tell them what they should do – use portlets
to guide them
○ Late tasks
○ Mixed bookings
○ Unfilled roles
20
www.regoconsulting.com
Phone: 1-888-813-0444
Response Time
● People relate response time to usability
● “One Click to Value” = Response Time
○
Disney Example – SharePoint link
○
Ohio Example – icon on desktop
○
Mayo Example – reports on list
● Clarity login
○
Slowed by any portlets on the general page (all tabs) – so be careful what is on the general page
● Returning data in portlets = Response Time
○
No page should take more than 5 seconds
•
Improve performance of portlets
•
Limit # of portlets on the page
21
www.regoconsulting.com
Phone: 1-888-813-0444
Cool Reporting
● Data must be meaningful
● Have views that recognize the person logged in to provide relevant
data
● Group the portlets/views together within pages with multiple tabs
all with the same types of portlets/views
● Create dashboard pages with summary portlets
● Use graphs as much as possible to convey points
22
www.regoconsulting.com
Phone: 1-888-813-0444
Cool Reporting Examples
23
www.regoconsulting.com
Phone: 1-888-813-0444
Cool Reporting Examples
24
www.regoconsulting.com
Phone: 1-888-813-0444
IT SERVICES
PPM TECHNOLOGY
END USER ADOPTION
2/24/2014
Topics
The Landscape
What we Use
The Challenge
Global Implementation
The Strategy
Sequenced Deployments
The Approach
Role Based Configuration
Selling and Messaging
Sustaining User Adoption
IT SERVICES
26
The Landscape

Ideas, projects, timesheets, roles, resource allocations, assignments

Custom SSO, Resource Load, auto timesheet submit/approval

Infoview/Webi for PMO, RM, & PM

Effort based scheduling

No Financials

2700 active users (1700 IT) [550 inactive]

950 active ideas [2500 inactive]

932 active projects [2564 inactive]
IT SERVICES
27
The Landscape
 Stage gate process; duration based scheduling; financial attributes
 Reporting: Oracle Business Intelligence (OBIEE 11g) & WEBI
 Resource Management: not yet in Clarity
 Scheduling: Microsoft Project (not connected to Clarity)
 500 active users - engaged on project teams or ITM support

10 Analysts (PMO Specialists); 40 Managers and Executives

50 Project Managers; 400 Cross Functional Team Members
 250 active projects; 30 active ideas

Types: Game Changer, Door Opener, Line Extension, Market Expansion, Maintenance, Sustaining, etc.

Significant financial value in Total Revenue, Incremental Revenue, and NPV
IT SERVICES
28
The Challenge
The Strategy
ANA IT
SEA IT
GPM
GDS
GCR IT
CORP IT
(EXAMPLES)
IT SERVICES
29
The Approach
Role Based Configurations
 Team Member, PM, RM, PMO, Business
 Navigation and Content (views, dashboards)
 Less is better guiding principal
 Security based on role (Function) and data access required (Data)
 Auto submit and approval of timesheets
IT SERVICES
30
The Approach
Role Based Home Menus
PMO
EXEC
RM
REQ
PM
TEAM
IT SERVICES
31
The Approach
Team Member
IT SERVICES
32
The Approach
RM
IT SERVICES
33
The Approach
PM
IT SERVICES
34
The Approach
PMO
IT SERVICES
35
The Approach
Selling & Messaging - v13 Upgrade
 Theme = Flight




Cruising Altitude
Initial Decent
Final Approach
Landing
 Use Multiple Channels
 “Basics” NOT “Training”
IT SERVICES
36
The Approach
Reference Guides
IT SERVICES
The Approach
PPT
Intranet
IT SERVICES
The Approach
Internal TV
IT SERVICES
The Approach
Training & Communications
Global Project Management Deployment
Training: Role based

PMO Specialist – Admin

Project Managers

PM Management
“Idea to Market” Product
Development Process & Portfolio
Communication: Implementation -> Go-live -> Post Go-live

Surveys

Demos (followed by feedback sessions)

Project Updates, Departmental Meetings, Email

Engaged end-users in development and training
IT SERVICES
40
The Approach
Sustaining User Adoption
PPM Technology Roadmap 2014 - 2016
1H2014
2h 2014
1H 2015
2H 2015
1H 2016
2H 2016
Clarity v13.1
Deployments
Clarity 13.4
Discovery
Clarity 13.8
Assessment
Clarity 13.4
Upgrade
Process Definition/Refinement
Clarity 13.8
Upgrade
Trending
Harmonization
Clarity Enhancement Releases
IT SERVICES
41
Q&A
Thank You
IT SERVICES
42
Increasing Clarity Perception and Adoption
Krupa Shah – Manager
February, 2014
Industry
leader
Mission-critical solutions
Diversified client base
Award-winning innovation
Financial
strength
Engaged associates
44
© 2012 Fiserv, Inc. or its affiliates.
Market Leadership and Scale
Digital Channels
1
#
#
45
Online
Banking
Solution
Mobile
Banking
Solution
1
© 2013 Fiserv, Inc. or its affiliates.
Electronic Payments
Bill Pay and
E-Bill Network
1
1
#
#
P2P, A2A,ACH
Top
5
Debit
Provider
Account Processing
More than
1in 3
U.S. Financial
Institutions
Market Leadership and Scale
Digital Channels
60M
7M
46
© 2013 Fiserv, Inc. or its affiliates.
Online
Banking
Users
Mobile
Banking
Users
Electronic Payments
23M
55M
Account Processing
Active Bill
Pay
Users
5,200
Debit
Accounts
120M
U.S.
Clients
Deposit
Accounts
Increasing Clarity Perception and Adoption
• Increasing Clarity Perception and Adoption
• Description: User implementation of Clarity can sometimes be a
challenge. With proper guidance from Rego’s team of experts, you will
learn to communicate the value of Clarity and increase user adoption
within your organization. Rego’s team will reveal the strategies they use
to drive adoption and ensure user input.
• Current State
• 6,300 users
• Modules:
• Resource Management
• Project Portfolio Management
• Time Tracking
• Billing
© 2012 Fiserv, Inc. or its affiliates.
Keys to End-User Adoption
- Business Case, Charter and Mission Statement are critical
-
Define and communicate why leadership is making the investment
Ensure you are aligned with business objectives
Ensure that your leadership is socializing their support
- Know your Influencers and Supporters
-
Develop relationships with those inside and outside your circle of influence
Build a governance committee or a board of your stakeholders, sponsors and key
supporters
- Process first, configure later, customize in the future
-
Get into the weeds with your users!
There is a process underneath all requirements
Understand the value of processes, document them, and help drive improvement to
resolve the challenges
Configure as needed only customize when there is a defined, mature process in place.
- Remember:
- Crawl, Walk, Run
48
© 2012 Fiserv, Inc. or its affiliates.
Open Mic – Thoughts on Adoption
● Comments and Lessons Learned
49
www.regoconsulting.com
Phone: 1-888-813-0444
Questions
Contact US
Thank you.
888.813.0444
Email Contact
[email protected]
Web Site
www.regoconsulting.com
50
www.regoconsulting.com
Phone: 1-888-813-0444