1. Effective Tools for Productive People Lessons Learned for Successful Adoption eRoom Terry Barash Ford Motor Company

2. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Agenda Adoption at Ford What our Users Think Benefits to Ford Lessons Learned for Successful Adoption

3. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People eRoom Adoption at Ford Motor Company 2,300 eRooms 67,000+ eRoom members 26,000 active members (login in the past 4 weeks) eRoom Ownership by Organization

4. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Ford eRoom Customer Survey – 2003 The Results are in… 10

5. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Survey Results How useful is eRoom to you? 94% responded that eRoom is a part of their business process 52% Integrated into Business 19% eRoom helps with business, but could manage without it 5% Not useful, but see potential 1% Not useful, don’t see how it can be used 23% Business Depends on eRoom (can’t live without it)

6. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Survey Results 67% Agree – Documentum eRoom is a critical and competitive differentiator for Ford Motor Company. 34% Agree 20% Slightly Agree 21% No Opinion 13% Strongly Agree 4% Slightly Disagree 6% Disagree 2% Strongly Disagree

7. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Time Savings Build Strong Relationships Bottom Line Savings Future Development Cost Avoidance Benefits to Ford Key groups are using Documentum eRoom to increase data sharing, integrate process data flow, and increase the speed of accessing documents. Man- hours savings throughout the use of eRoom have been identified regularly. Documentum eRoom supports the extended enterprise and can leverage communications with our suppliers and other business partners making it possible to manage design and release activities across the supply chain. Reduce travel cost and less need for collocation resulting in reduced relocation cost. Additional savings in reduced audio and video conferencing cost, reduced information transmission cost for fax, printing and information hand-off. Documentum eRoom has replaced the function of departmental web sites reducing the time and cost required by departmental webmasters. Business ValueBenefit: Business Impact

8. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People How did we get here? Customer Relationship Manager Consulting Provide Access to Resources Education and Training Customer Forums Internal Marketing Customer Feedback

9. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Customer Relationship Manager Critical to successful adoption Staff this role up if possible Someone focused on the "people deployment" - speaks their language (not tech talk) Determine how customers (end users) are using eRoom(in a broad sense) Determine how other companies are using eRoom(best practices, lessons learned)

10. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Customer Relationship Manager Capture voice of the customer Determine if customers find eRoom valuable? How valuable? What else do our customers need eRoom to do (requirements)? The main interface between IT and the customers Help the Product Manager refine future eRoom requirements

11. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Customer Relationship Manager Work with the customers to make them aware of eRoom capabilities Promote the use of eRoom by highlighting how others are using it Provide customers with resources that enable them to fully take advantage of eRoom Lead Customer Awareness Programs that increase customer value Can't stress enough how important this role is

12. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Consulting Breed eRoom experts Hands on Help with designing and setting up eRooms around business process Central focal point Sharing best practices and Lessons learned Reduce time spent reinventing the wheel

13. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Provide Access to Resources Make it simple - website

14. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Provide Access to Resources eRoom News What’s New Coming Soon About eRoom What is eRoom and what it isn’t Do I need an eRoom? Features and Benefits Create an eRoom Self service eRoom registration Totally automated no IT intervention needed Using eRoom FAQs Training Classes and Materials Webinars Getting started

15. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Provide Access to Resources Coordinator tools Suggested resources for eRoom coordinators Best Practices Hints and Tips ex: Bookmark your eRoom, Set notification on important documents Smart Practices ex: Plan your eRoom, eRoom Ownership Help Step by step process for getting help

16. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Provide Access to Resources

17. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Education and Training Customary "how to" training Classroom, On-line Tutorials Training materials for self-starters Manuals, Quick Ref. Guides, etc. “Business Process” workshops Webinars Easier for users to attend

18. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Customer Forums Collaboration customer forum Conducted via web and audio conf. Global participation Participate in person or remotely Share latest news Share best practices Actual users (non-IT) will present their best practice – user to user Another avenue to interact with users

19. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Market, Market, Market Treat it like a business Word of mouth Target key initiatives 6-sigma projects Supplier relations, etc. Target key user communities Project Management PD engineers, etc. Brochures Newsletters

20. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People Customer Feedback Survey Customers Satisfaction Performance Reliability Support Training Value Benefits Relevance to job Future enhancements/integrations Savings (hard and soft)

21. Lessons Learned for Successful Adoption of eRoom Effective Tools for Productive People In Summary Adoption of eRoom is viral Integrated in many business processes A key enabler Many Benefits to Ford End-user support is critical to successful adoption

22. Effective Tools for Productive People Lessons Learned for Successful Adoption eRoom Terry Barash Ford Motor Company