pre-con ed: ca project & portfolio management: the lost art of user adoption

World®’16

CAProject&PortfolioManagement:TheLostArtofUserAdoptionAmySkaar/CAPPMPracticeDirector/WinMillSoftware

AMX71E

AGILEMANAGEMENT

2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD

©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.

Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.

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Abstract

TheimportanceofaneffectivePPMsolutionisundisputed.CompaniesaroundtheworldhavebeenusingCAPPMformorethantenyears,andnewcompaniesaredeployingiteveryday.Withsuchahugeinstallbaseandsomuchhistoricaluse,whythendosomecompaniesstillstrugglewithsuccessfuldeployments?

ItallcomesdowntoTheLostArtofUserAdoption.

WepatourselvesonthebackfordesigningandimplementingtheperfectPPMsolution,buttoooftenweassumethatourusersunderstandthehowandthewhyaswellaswedo.Andwhenweturnthenewsystemovertothem,wearesurprisedwhentheyquestionit,oroutrightrejectit.Inhindsight,asmallinvestmentinUserAdoptionwouldhavegonealong,longway.

Inthis60minuteclasswe’llcover:•WhyUserAdoptionMatters•ItSeemsExpensive!IsItWorthIt?•UnderstandingtheChallenges•OneSizeDoesNotFitAll– DesigningthePerfectUserAdoptionProgram

AmySkaar

WinMill SoftwareCAPPMPracticeDirector


Abstract

AmySkaar,PMPistheCAPPMPracticeDirectoratWinMill SoftwarewhereshemanagesCAPPMimplementationscoasttocoast.Previously,AmyworkedasaPMOManagerataregionalutility.

AsaPMIcertifiedprojectmanager,shehasover20yearsofexperiencemanagingprojectsandhasprovidedstrategicconsultingservicestomanyFortune100companieslikeMicrosoftandYahoo!.

Inadditiontoherprojectmanagementexperience,Amyalsohasdeepknowledgeofinstructionaldesignandtraining,andhascreatedanddeliveredtrainingforavarietyclientsinmanybusinesssectors.

AmySkaar

WinMill SoftwareCAPPMPracticeDirector


Agenda

WHYUSERADOPTIONMATTERS

WHATARETHECHALLENGES

WHATARETHESOLUTIONS

Q&A

@CAWORLD#CAWORLD ©2016CA.AllRIGHTSRESERVED.6 @CAWORLD#CAWORLD

WhyUserAdoptionMatters


WhyUserAdoptionMattersToGaintheBenefitsoftheNewSystem

§ Asystemonlyprovidesvalueifitisbeingused

§ Theinitialexpenseoftheimplementationiswastedwithoutbuyinandusage

§ Withoutadoption,theinitialproblemthatspurredtheimplementationgoesunsolved


WhyUserAdoptionMattersToHaveActionableInformation

§ Makingsureyourteamisalignedonprocessisnecessaryfordataquality

§ Withouttrustinthedata,howwillyoumakedecisionsbasedonthatdata?

§ Supportingandtrainingyourstaffisanessentialpartofhavingreliableinformation

Reliableinformationfromwhichtomakedecisions

DataQuality

AlignedBehavior


WhyUserAdoptionMattersMorale

§ Trainingandsupportingyourstaffgivesthemtoolstobesuccessful

§ Moralecomesfrombeingincludedandvalued

§ Ahappyteammemberis12%moreproductivehttps://www.fastcompany.com/3048751/the-future-of-work/happy-employees-are-12-more-productive-at-work


ResultsofPoorUserAdoption

FrustratedEndUsers



FrustratedEndUsers

DuplicateEfforts



FrustratedEndUsers

ExecutiveDoubt

DuplicateEfforts



FrustratedEndUsers

ExecutiveDoubt

DuplicateEfforts

DifficultRoadtoSuccess!


InstallationDoesNotEqualAdoption

Source:http://sandhill.com/article/2012-it-adoption-insight-survey-reveals-disturbing-level-of-enterprise-productivity-loss/


WhatAretheChallenges?


AdoptionChallenges

WorkOutsidetheSystem

NeedforSpeed=DesigninaVacuum

PoorCommunication

NoWaytoKnowifThingsareImproving


WorkOutsidetheSystem


NeedforSpeed=DesigninaVacuum

Toolimplementationssometimesaredonequickly,withoutsolicitingfeedbackfromusers

Alackofinvolvementbyuserscanhurtuseradoptionandleaveusersfeelingliketheyarebeingdictatedto


PoorCommunication


HowWillYouKnowifThingsImprove?


“Beforeweaddressedtheuseradoptionissue,wehadatimesheetcomplianceofabout50%.Itwasgoodtohavethatbaseline,becauseafterwetrainedthestaffandimplementedourcommunicationplan,wewereabletoreacha100%complianceinjustafewcycles.Itwashugetobeabletoreportonthatimprovement.”

JenDunhamSr.BusinessOperationsManagerCiscoLearning


ItSeemsExpensive,IsitWorthIt?

Cost

Benefit

Metrics


ItSeemsExpensive,IsitWorthIt?

Cost

Benefit

Adoption

Metrics


WhereDoesyourOrganizationStand

CanyouidentifythevisionforyourPPMimplementation?

Isworkstillbeingdoneoutsidethesystem?

Canyouproducereliablereportsforexecutives?

Isthereadefinedcommunicationplan?Howdousersgetupdates?

Doyouhavedefinedsuccessmetrics?


WhatAretheSolutions?


TheArtofUserAdoptionistoChange…

Opinions Habits

Activities


…UsingFourPrimaryTools

Leadership Communication

Training PositiveEnvironment

30 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLDLeadership Implementsthe

Vision

UnderstandsandEnablestheTeam

ModelsNewBehavior


AStoryaboutBugs…

TheResult100%ofBugswereFixed TheTeamwasProudoftheProduct

TheSolutionFindtheReasonfortheLowMorale GivetheTeamAutonomy

TheBehaviorstoChange#ofBugsFixedperDaywasLow BugRegressionwasHigh

TheProblemTooManyBugs Over80Million

CustomersImpactedOnlyWeeks

RemainingtoShip LowTeamMorale


HowtoFind(andSolve)theREALRoadblockstoAdoption

••Solicitinput,OFTEN••Stopbyoffices,participateinhallwayconversations••Listenforculturalissuesthatmightbeunspoken

Listen

••Justbecausethingshavebeendoneonewaysofar,dotheyneedtocontinuetobedonethatway?••Whatarecreativewaystosolvetheissues?••Bewillingtotrysomethingnew

QuestionEverything

••Whentheygiveyousuggestions,ifatallpossible,trythemout••BringfeedbacktoSeniorLeadership,advocatefortheteam

AsktheTeamforSolutions


Communication!

ExecutiveSponsors ExternalExperts

InternalChampions RegularMessaging


ExecutiveSponsors

Format:Writtenand/orShortVideo

Backgroundastowhy aPPMTool

Whatthebusiness

needsfromeveryonetobesuccessful

Wheretogetmore

information

Apositiveconclusion


InternalChampions

§ PowerUserscanbecomeyourbestevangelists

§ Provideopportunityforuserstosharetipsandtricks

§ Takethetimetorecognizeinternalchampionsinapublicsetting


ExternalExperts

§ Haveaplaninplacetogethelpwhenyourinternalexpertsarestumped

§ CAPPMexpertscanresolveproblemsquickly,andreduceuserfrustration

§ Communicatethissupportplantoyourteam–itaddsalevelofreassurance


RegularMessaging

Don’tStop

MakeitInteractiveSurveys Shout-Outs

VarietyEmail Posters Video Meetings

CreateaScheduleWeekly Monthly Quarterly


TheImportanceofTraining

http://www.sharepointanalysthq.com/2013/05/sharepoint-user-adopotion-no-pain-no-gain/


Training– OneSizeDoesNotFitAll


Training– OneSizeDoesNotFitAll

1on1Mentoring

InstructorLed

ComputerBased


HowtoCreateaPositiveEnvironment

MakeJobsEasier

UserSupportPlan

FriendlyCompetitions

FeedbackLoops


MakeJobsEasier

Then ••Physical

signatures••Spreadsheets••LaboriousStatusReports

Now

••Electronicapprovals

••CAPPMProjectListandGantt

••StatusReportsbasedonReal-TimeProjectData


AUserSupportPlan

ACentralLocationforuserstoget

help

Aretherementorsidentifiedwhocanhandlethetough

questions?

Howwillfeedbackbecollected,trackedandresolved?

Surveyusersoftentogetfeedback,

andcollectmetrics


FriendlyCompetitions

§ Makeitfun

§ Makeitmeasurable

§ Designcompetitionstocreatehabitualbehavior


FeedbackLoops

Definemetrics

Measurecurrentstate

Surveyregularly

Calculateimprovements

Sharesuccessoften


DefineMetricsthatMatter

Common Questions

What arepeopleworkingon?

Arepeopleworkingonwhatthey’rebeingaskedtoworkon?

Is theprojectonschedule?

Istheprojecton trackwithbudget?

Areweworkingontherightthings?


DefineMetricsthatMatterCommon Questions Measurement

What arepeopleworkingon? Timesheetcompliance%

Arepeopleworkingonwhatthey’rebeingaskedtoworkon?

Allocationdiscrepancy%

Is theprojectonschedule? Schedulevsbaseline(aggregated acrossallprojects)

Istheprojectbudgetontrack? Budget vsbaseline(aggregatedacrossallprojects)

Areweworkingontherightthings? % spendbyprioritycategory%hoursbyprioritycategory%projectsbystrategicinitiative


SharetheSuccessandFocusonthePositive!


“WewereaskedbytheStatetoprovideratecaseinformation.Insteadoftherequesttakingadozenpeopleandamonthofeffort,onepersonwasabletocompletethejobinaboutfivehoursbecauseallthedatawasinCAPPM.Mostimportantly,wewereabletotrustthedatabecauseweinvestedthetimeintrainingandsupportingthePM’s.Itmadeallthedifference.”

TerriEchegoyenResourceManagerAvista Utilities

What’sinitforMe?HelpusersbecomeinvestedEARLYinthesolution

MeasureMakesuccessvisibletousers

IsHelpEasy?Createanadoptioncenterofexcellence

EncourageEvangelismEncouragepositivegossipandPPMchampions

DefinetheVisionClearlyarticulate thevalueofthechangetotheorganization

TheRoadmap


Questions?

AmySkaarCAPPMPracticeDirectorWinMillSoftwareaskaar@winmill.comwww.winmill.com


AboutWinMillSoftware

Foundedin1994

HeadquarteredinNewYorkCityStafflocatedacrossNorthAmerica

CAClarityPartnersince2006(Niku since2004)

650+ClarityImplementations

ThoughtLeaderinProject&PortfolioManagement WinMillSoftware

[email protected](6455)

www.winmill.com

pre-con ed: ca project & portfolio management: the lost art of user adoption

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