1. © 2003 The Diagonal Group LLC After Go-Live: A SAP post-implementation roadmap to success Presented by Doug D. Whittle doug@thediagonalgroup.com Session 2612

2. © 2003 The Diagonal Group LLC No YES Desired State Current State

3. © 2003 The Diagonal Group LLC Communication Systems & Organizational Change Continuous Improvement Documentation Maintenance Support Training Business Ownership Transition of Human Resources Reward & Recognition Measurement 10 9 8 7 6 5 4 3 2 1 Hot Spots

4. © 2003 The Diagonal Group LLC You can and should shape your own future, because if you don’t somebody else surely will. Joel Barker

5. © 2003 The Diagonal Group LLC GROUP BEHAVIOR INDIVIDUAL BEHAVIOR Time involved (Short)(Long) Difficulty (Low) (High) INDIVIDUAL ATTITUDES KNOWLEDGE ORGANIZATIONAL CULTURE

6. © 2003 The Diagonal Group LLC Measurement

7. © 2003 The Diagonal Group LLC Stop Continue Start

8. © 2003 The Diagonal Group LLC What will SUCCESS look like?

9. © 2003 The Diagonal Group LLC 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

10. © 2003 The Diagonal Group LLC Return On Investment Evaluate and measure Return On Intent™

11. © 2003 The Diagonal Group LLC Reward & Recognition Who? What? How? Consider: All your stakeholders Options & choices Tax impacts Simple acts of appreciation

12. © 2003 The Diagonal Group LLC Transition of Human Resources The Project Team IT resources Business resources

13. © 2003 The Diagonal Group LLC 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?

14. © 2003 The Diagonal Group LLC I C R A ccountable esponsible onsult nform

15. © 2003 The Diagonal Group LLC 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

16. © 2003 The Diagonal Group LLC Training

17. © 2003 The Diagonal Group LLC 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

18. © 2003 The Diagonal Group LLC Consider… www.elearningguild.com

19. © 2003 The Diagonal Group LLC Support Short term Long term Help Desk Super User

20. © 2003 The Diagonal Group LLC Documentation Maintenance Paper documentation Online documentation Job aids

21. © 2003 The Diagonal Group LLC Continuous Improvement Competency Centers Centers of Excellence User Groups

22. © 2003 The Diagonal Group LLC Systems & Org Change System Changes Keeping connected IT infrastructure Organizational Change Upgrades New functionality Business rules Roles

23. © 2003 The Diagonal Group LLC T AL K You’ve got to every second of the day! Jack Welch CHANGE about

24. © 2003 The Diagonal Group LLC Denial ResistanceExploration Commitment Anger Checking Out

25. © 2003 The Diagonal Group LLC ProcessesPerspectivesPractices An INTEGRATED system requires INTEGRATION of

26. © 2003 The Diagonal Group LLC INTEGRATION Processes Perspectives Practices

27. © 2003 The Diagonal Group LLC

28. 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

29. © 2003 The Diagonal Group LLC 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

30. © 2003 The Diagonal Group LLC 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

31. © 2003 The Diagonal Group LLC Tools that enable your service model Administration & maintenance Business requirements Customization Configuration Infrastructure Functionality Categories Integration Usability Data

32. © 2003 The Diagonal Group LLC 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

33. © 2003 The Diagonal Group LLC Communication

34. © 2003 The Diagonal Group LLC Target Audience Goals Talking Points Timing Medium STRATEGY

35. © 2003 The Diagonal Group LLC 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

36. © 2003 The Diagonal Group LLC 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

37. © 2003 The Diagonal Group LLC Doug D. Whittle, PhD doug@theDIAGONALgroup.com 515.987.8989 For more information The Diagonal Group, LLC www.theDIAGONALgroup.com

38. © 2003 The Diagonal Group LLC Thank you for attending! Please remember to complete and return your evaluation form following this session. Session Code: 2612