Post-Implementation Organization & Support Kashif Shamim BS(CS),MSC(MDCN)

Session Objectives An appreciation of issues that new customers and recent go-live projects will face with the long-term support and enhancement of their SAP systems An opportunity for established customers to share their experience

Session Topics Why ongoing support is an issue What a support team does Considerations in organizing a team Open audience discussion

Why Support is an Issue> Institutional Culture ERP system is likely a new thing The Business <> Technical relationship has changed There is a NEW business role

Why Support is an Issue> Go-Live Psychology The finish-line is system go-live Management expectation of completion User expectation of a finished product

Why Support is an Issue> “ We want our people back! ” The ERP project was a short-term assignment Many team members are drafted from your Business offices They are also your best people for system support

Why Support is an Issue> Money You budgeted for the maintenance agreement Did you plan for the human side?

Your Challenge> Create a reality-based management perspective of system support Identify what support teams do Consider your institutional factors Look at peer models

What Support Teams Do> Maintenance Tasks Major upgrades Service packs Problem solving Security administration Workflow administration Archiving

What Support Teams Do> Common Business Tasks Support the business offices Centralized processes Tax reporting Financial closing Payroll Payment runs Data manipulation Mass changes Data loads Ad-hoc report creation

What Support Teams Do> Tend to the Users Training Documentation Change Management & Communication Internal Influence Channels

What Support Teams Do> Continuous Improvement New initiatives and more SAP Accountability to senior management Priority setting - consensus building Product evaluation and acquisition Process redesign License management Define a priority setting process !

What Support Teams Do> Stay Smart Networking Project team training Keeping up with SAP Advocacy and Influence CRM (Consultant Relationship Management)

What Support Teams Do> Marketing Publicity & Promotion Internal Marketing – Selling SAP

Build a Support Team Consider your organization Build the right team structure Find the right people Create the right work environment Create the right relationships

Build a Support Team> Consider your Organization Single or multiple-campuses? Administratively centralized? One size does not fit all

Build a Support Team> The Right Team Structure Define the Business > IT Relationship Define subject-oriented business positions Obtain executive sponsorship, write it down and make it official Make the team “ entity-independent ”

Build a Support Team> Entity-Independent? Your implementation was “ one for all ” Ongoing support works the same way Look at the corporate “ home office ” model

Build a Support Team> Find the Right People Desired traits: Knows SAP Knows your institution Knows your implementation The perfect fit Your implementation team member ? View it as new position recruitment

Find the Right People> “ Can ’ t They Just do Two Jobs? ” The inevitable compromise for “ We want our people back ” The “ old job ” still needs to be done The “ new system ” still needs support Somehow the “ old job ” got done The rest of your people just got better

Build a Support Team> The right work environment System integration requires team integration One team – one location Keep the team visible Become welcome and familiar faces in the business offices

Build a Support Team> The Right Relationships Team Manager <> Executive Admin Team Manager <> IT Manager Team Members <> Team Members Team Members <> IT Staff Team Members <> Business Offices Change Management <> End Users

The Typical Organization

Closing Thoughts Preserve your project momentum Keep your key people Find a way to do it Some will question if you can afford it Can you afford not to?

Conclusion Questions