Hosted by Building & Maintaining a Super User Program that Works…and Lasts! Presented by Doug D. Whittle, PhD Partner The Diagonal Group, LLC

Hosted by T h e D I A G O N A L G r o u p Doug D. Whittle, PhD Building & Maintaining a Super User Program that Works… and Lasts!

Hosted by There is no silver bullet One size does not fit all Much knowledge & experience exists within this room We are the “experts” today A ssumptions

Hosted by Context

Hosted by ? Super User WHAT is a

Hosted by Roles & Responsibilities Maintenance Implementation Strategies Models & Options Organizational Factors The Business Case

Hosted by How do you gain sponsorship and buy-in? What is the “burning platform” that will get the attention of your executives? What critical strategic planning elements do you need to include in your business case? How do you sell your business case to others? What is the ROI? The Business Case

Hosted by What are the organizational culture elements you should address to ensure success? What are the political elements within your organization that need to be addressed early? Who are the key stakeholder groups that will have vested interest in this initiative? What are the org. change issues that you will most likely need to address? Organizational Factors

Hosted by What are options, models and alternatives? What will drive your choice of model/alternative? What critical elements within your organization need to be coordinated for no-surprises success? How will reporting relationships and performance planning be addressed? Who manages this program and provides governance? Models & Options

Hosted by What options are available for rolling out program? What are communications and organizational change management issues you need to address? Who are the critical stakeholders to include? What resource commitments will you need? How do you estimate those resources? How will you address measurement? Implementation Strategies

Hosted by What roles and responsibilities can be included? How do you make roles official and meaningful? How will you reward/compensate super users? How are project & post-project roles similar & different? What are necessary skills and competencies? What about job descriptions? Roles & Responsibilities

Hosted by What is involved in ongoing “care-and-feeding” of a super user program? What ongoing education and training is needed? How do you build and sustain motivation? How will you keep management support visible, active? How do you handle turnover, poor performance? What are the potential “evolution” strategies? Ongoing measurement? Maintenance

Hosted by Roles & Responsibilities Maintenance Implementation Strategies Models & Options Organizational Factors The Business Case

Hosted by Models

Hosted by ORGANIZATIONAL CULTURE GROUP BEHAVIOR INDIVIDUAL BEHAVIORS Difficulty (Low) (High) INDIVIDUAL ATTITUDES KNOWLEDGE Time (Short)(Long)

Hosted by No YES Desired State Current State

Hosted by Current State Desired State No YES Desired State

Hosted by Denial ResistanceExploration Commitment Anger Checking Out

Hosted by Establish a Sense of Urgency Create a Guiding Coalition Develop a Vision & Strategy Communicate the Change Vision Empower Employees For Broad-Based Action Generate Short-Term Wins Consolidate Gains & Produce More Change Anchor New Approaches in the Culture John P. Kotter, Leading Change © stages of successful large-scale change

Hosted by People don’t resist change… …they resist being changed Edgar Schein

Hosted by Knowledge SUCCESSSUCCESS Attitudes Skills Behaviors

Hosted by TechnicalSoft You need both! Super User Skills

Hosted by

Key Questions Stakeholders What do they need from me? What do I need from them? Who are my key stake- holders? Who do they influence? Who influences them?

Hosted by High Medium Low HighMediumLow Commitment Impact Involve Involve Involve Seek Advice Seek Advice Seek Advice Seek Advice Hands-on Hands-on Involve Involve Inform Inform Seek Advice Seek Advice Involve Involve Stakeholder Impact & Engagement

Hosted by I C R A ccountable esponsible onsult nform

Hosted by Before the sale begins Identifying needs Proposing Dealing with resistance Gaining commitment Follow-up

Hosted by 1.User involvement 2.Executive management support 3.Clear statement of requirements 4.Proper planning 5.Realistic expectations 6.Smaller project milestones 7.Competent staff 8.Ownership 9.Clear vision and objectives 10.Hard working, focused staff Project Success/Failure Factors the Standish Group

Hosted by You can and should shape your own future, because if you don’t somebody else surely will. Joel Barker

Hosted by T h e D I A G O N A L G r o u p Doug D. Whittle, PhD