1. Hosted by We’ve gone live…Now What? A 10-step Post-Implementation Road Map Presented by Doug D. Whittle, PhD Partner The Diagonal Group, LLC Doug@theDIAGONALgroup.com 515.208.4500

2. Hosted by 2 QUESTIONS…

3. Hosted by ? WHAT will we do when our SAP implementation is over

4. Hosted by ? Does a SAP implementation ever END

5. Hosted by No YES Desired State Current State

6. Hosted by Current State Desired State No YES Desired State

7. Hosted by If you always do what you’ve always done, you will always get what you’ve always got.

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

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

10. Hosted by Communication10 Systems & Organizational Change9 Continuous Improvement8 Documentation Maintenance7 Support6 Training5 Business Ownership4 Transition of Human Resources3 Reward & Recognition2 Measurement1 10 Hot Spots

11. Hosted by Measurement

12. Hosted by Business Clients How successful were we? Project Team

13. Hosted by Stop Continue Start

14. Hosted by What will SUCCESS look like?

15. Hosted by 4 Levels of Measurement “Am I Happy?” Reaction “Can I Do It?” Learning “Can I Do It On My Own?” Application “Does It Add Value?” Business Impact

16. Hosted by Return On Investment Evaluate and Measure Return On Intent™

17. Hosted by Reward & Recognition Who? What? How? Consider: All your stakeholders Options & choices Tax impacts Simple acts of appreciation

18. Hosted by Transition of Human Resources The project team IT resources Business resources

19. Hosted by Business Ownership What processes and roles does IT own? What processes and roles does Business own? Formal vs. informal: service level agreements? Is this a “system” or is it the way business is run?

20. Hosted by I C R A ccountable esponsible onsult nform

21. Hosted by High Medium Low HighMediumLow Commitment Impact Involve Involve Involve Seek Advice Seek Advice Seek Advice Seek Advice Maintaining stakeholder involvement Hands-on Hands-on Involve Involve Inform Inform Seek Advice Seek Advice Involve Involve

22. Hosted by Training

23. Hosted by Training New employees: new to SAP New employees: familiar with SAP Current employees: new to SAP Current employees: familiar with SAP but new functionality Updates to training modules & materials Upgrades Learning modalities E-learning? Blended learning? Distance learning? Logistics Recordkeeping

24. Hosted by Support Short term Long term Help Desk Super User

25. Hosted by Documentation Maintenance Paper documentation Online documentation Job aids

26. Hosted by Continuous Improvement Competency centers Centers of excellence User groups Super users

27. Hosted by Systems & Org Change System changes Keeping connected IT infrastructure Organizational change Upgrades New functionality Business rules Roles

28. Hosted by TALK You’ve got to every second of the day! Jack Welch CHANGE about

29. Hosted by Denial ResistanceExploration Commitment Anger Checking Out

30. Hosted by ProcessesPerspectivesPractices An INTEGRATED system requires INTEGRATION of

31. Hosted by INTEGRATION Processes Perspectives Practices

32. Hosted by

34. Your service goals; how they tie to your business and your customer needs. Culture Expectations Stakeholders Goals & plans Communication Business values Parallel projects Customer profiles

35. Hosted by Processes, procedures and service level agreements that shape how you provide service Business rules/workflow Escalations/ownership Customer satisfaction Scheduling/allocation Quality assurance Service portfolio Communication Marketing Channels

36. Hosted by Metrics & strategies to monitor your success with customers, service providers and stakeholders Standard operating procedures Continuous improvement Project management Partners/vendors Knowledge Reporting Metrics Budget

37. Hosted by Tools that enable your service model Administration & maintenance Business requirements Customization Configuration Infrastructure Functionality Categories Integration Usability Data

38. Hosted by Your teams, their roles, working styles and relationships with each other and your customers Roles Alignment Leadership Satisfaction Culture/values Change adoption Team development Organization design Performance management Skills, behaviors and attitudes

39. Hosted by Communication

40. Hosted by Target Audience Goals Talking Points Timing Channel STRATEGY

41. Hosted by Regular & consistent format Big picture context and personal impact Concise, non-technical, jargon-free “What do I have to do about this?” No surprises Watch for information overload Adaptively tune your communications Watch for baggage from the past Honesty always Communications Guidelines

42. Hosted by Cultivate relation- ships BEFORE you need something Maintain continual care & feeding Think tomorrow, not just today Minimize risk … Maximize politics… Build & maintain FORMAL contacts Build & maintain INFORMAL contacts

43. Hosted by ! Be your customer

44. Communication10 Systems & Organizational Change9 Continuous Improvement8 Documentation Maintenance7 Support6 Training5 Business Ownership4 Transition of Human Resources3 Reward & Recognition2 Measurement1 10 Hot Spots