© 2003 The Diagonal Group LLC

After Go-Live:A SAP post-implementation roadmap to success

Presented by Doug D. Whittle doug@thediagonalgroup.com

Session 2612

© 2003 The Diagonal Group LLC

NoYESDesiredState

CurrentState

© 2003 The Diagonal Group LLC

Communication

Systems & Organizational Change

Continuous Improvement

Documentation Maintenance

Support

Training

Business Ownership

Transition of Human Resources

Reward & Recognition

Measurement

1098765432110

HotSpots

© 2003 The Diagonal Group LLC

You canand should shapeyour own future,

because if you don’tsomebody else

surely will.Joel Barker

© 2003 The Diagonal Group LLC

GROUP BEHAVIOR

INDIVIDUAL BEHAVIOR

Time involved(Short) (Long)

Diff

icul

ty(L

ow)

(Hig

h)

INDIVIDUAL ATTITUDES

KNOWLEDGE

ORGANIZATIONAL CULTURE

© 2003 The Diagonal Group LLC

Measurement

© 2003 The Diagonal Group LLC

Stop

Continue

Start

© 2003 The Diagonal Group LLC

What will

SUCCESSlook like?

© 2003 The Diagonal Group LLC

4 Levels of Measurement“Am I Happy?”

Reaction

“Can I Do It?”Learning

“Can I Do It On My Own?”Application

“Does It Add Value?”Business Impact

© 2003 The Diagonal Group LLC

Return On Investment

Evaluate and measure

Return On Intent™

© 2003 The Diagonal Group LLC

Reward&

Recognition

Who?What?How?

Consider:•All your stakeholders

•Options & choices•Tax impacts

•Simple acts of appreciation

© 2003 The Diagonal Group LLC

Transition of

HumanResources

•The Project Team•IT resources•Business resources

© 2003 The Diagonal Group LLC

BusinessOwnership

•What processes and roles does IT own?•What processes and roles does Business own?•Formal vs. informal: Service Level Agreements?•Is this a “system” or is it the way business is run?

© 2003 The Diagonal Group LLC

IC

RA ccountable

esponsible

onsult

nform

© 2003 The Diagonal Group LLC

High

Medium

Low

HighMediumLow

Commitment

Impa

ct

InvolveInvolve InvolveInvolve

SeekAdviceSeek

AdviceSeek

AdviceSeek

Advice

Maintaining stakeholder involvement

Hands-onHands-on

InvolveInvolve

InformInform SeekAdviceSeek

Advice InvolveInvolve

© 2003 The Diagonal Group LLC

Training

© 2003 The Diagonal Group LLC

Training

•New employees: new to SAP•New employees: familiar with SAP•Current employees: new to SAP•Current employees: familiar with SAP• but new functionality•Updates to training modules & materials•Upgrades•Learning modalities

•E-learning?•Blended learning?•Distance learning?

•Logistics•Recordkeeping

© 2003 The Diagonal Group LLC

Consider…

www.elearningguild.com

© 2003 The Diagonal Group LLC

Support•Short term•Long term•Help Desk•Super User

© 2003 The Diagonal Group LLC

DocumentationMaintenance

•Paper documentation•Online documentation

•Job aids

© 2003 The Diagonal Group LLC

Continuous Improvement

•Competency Centers•Centers of Excellence•User Groups

© 2003 The Diagonal Group LLC

Systems&

OrgChange

System Changes•Keeping connected

IT infrastructure

Organizational Change•Upgrades•New functionality•Business rules•Roles

© 2003 The Diagonal Group LLC

TALKYou’ve got to

every second of the day! Jack Welch

CHANGEabout

© 2003 The Diagonal Group LLC

Denial

Resistance Exploration

Commitment

Anger Checking Out

© 2003 The Diagonal Group LLC

Processes Perspectives Practices

An INTEGRATED systemrequires INTEGRATION of

© 2003 The Diagonal Group LLC

INTEGRATIONProcesses

Perspectives

Practices

© 2003 The Diagonal Group LLC

© 2003 The Diagonal Group LLC

Yourservice goals;

how theytie to yourbusinessand yourcustomer

needs

Culture ExpectationsStakeholdersGoals & plans Communication Business values Parallel projectsCustomer profiles

© 2003 The Diagonal Group LLC

Processes, procedures,and service level agreements

that shapehow you provide

service

Business rules/workflowEscalations/ownershipCustomer satisfactionScheduling/allocation

Quality assuranceService portfolioCommunication

MarketingChannels

© 2003 The Diagonal Group LLC

Metrics & strategiesto monitor

your success withcustomers,

service providers,and stakeholders

Standard operating proceduresContinuous improvement

Project managementPartners / vendors

KnowledgeReporting

MetricsBudget

© 2003 The Diagonal Group LLC

Tools thatenableyour

service model

Administration & maintenanceBusiness requirementsCustomizationConfigurationInfrastructureFunctionalityCategoriesIntegrationUsabilityData

© 2003 The Diagonal Group LLC

Your teams,their roles,

working styles,and relationships

with each other andyour customers

RolesAlignment

LeadershipSatisfaction

Culture / valuesChange adoption

Team developmentOrganization design

Performance managementSkills, behaviors, and attitudes

© 2003 The Diagonal Group LLC

Communication

© 2003 The Diagonal Group LLC

Target AudienceTarget Audience

GoalsGoals

Talking PointsTalking Points

TimingTiming

MediumMediumSTRATEGYSTRATEGY

© 2003 The Diagonal Group LLC

Regular & consistent format

Big picturecontext

and personal impact

Concise, non-technical,

jargon-free“What do I have to do

about this?”

Nosurprises

Watchfor

informationoverload

Adaptively tune your

communications

Watchfor baggage

from the past

Honestyalways

Communications Guidelines

© 2003 The Diagonal Group LLC

Cultivaterelation-

shipsBEFORE

youneed

something

Maintaincontinual

care&

feeding

Thinktomorrow,

notjust

today

Minimize risk…

Maximize politics…Build &

maintainFORMALcontacts

Build &maintain

INFORMALcontacts

© 2003 The Diagonal Group LLC

Doug D. Whittle, PhDdoug@theDIAGONALgroup.com

515.987.8989

For more informationThe Diagonal Group, LLC

www.theDIAGONALgroup.com

© 2003 The Diagonal Group LLC

Thank you for attending!Please remember to complete and return your evaluation form following this session.

Session Code: 2612