Helping Customers Transition and Adopt to New MAIS Products & Services Elaine Nowak – Facilitator October 22, 2008

Where We’ve Been: ■ When M-Pathways first implemented, many core UM business processes transitioned to enterprise applications. ■ Lots of mandatory training required for access ■ Push-back from campus – less training, more documentation. ■ MAIS’ traditional focus on application delivery, less on business transition and integration. ■ M-Pathways today very different than 2000!

Anecdotal Comments from Campus The case for less… ■ Too much change ■ Not enough time for staff to master new features ■ Significant effort to change unit business processes to utilize new functionality ■ So much variety by department that when staff change it’s starting from scratch again The case for more… ■ We need more automated solutions! ■ Very long list of product strategy projects ■ Technology = cost savings ■ Smaller units often rely on enterprise (campus-wide) solutions – can’t afford to go it alone.

Where should MAIS head? Let’s brainstorm… ■ What should MAIS do to improve customer transition and adoption of new products and services? ■ How should we do it? ■ Who should be involved?

Additional Comments? Send your comments to Elaine Nowak