1. . NoCOUG 2003 “Achieving Your Project’s ROI” - managing the human aspects of projects Track # 3 Dr Frances Bruce. Bruce Partners Consulting P/L

2. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 2 strategy $ value BEHAVIOR Value Delivery System AGENDA Value Delivery System

3. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 3 TODAY’S ENVIRONMENT More demanding customers Greater technology complexity Interactions more diverse Fighting for prioritization Doing more with less

4. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 4 PERFORMANCE FAILURE 53% of IT projects fail to deliver ROI For CRM initiatives: > 70% do not deliver expected ROI 55% of variance in return on sales 1 in 5 damage customer relationships 40-46% of companies do not even measure ROI - Over the next 5 years, Fortune 500 companies will waste a projected $80B on technology implementations

5. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 5 BEHAVIORAL BLOCKERS 90% of project failures are due to people issues! Macro level – structures, processes, policies Micro level – interactions, group dynamics. …. An Example

6. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 6 VALUE DELIVERY SYSTEM

7. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 7 Plan - Assess the situation Delivery of Value APPLYING THE VDS (SDT - Achieving Sustainable Change) Design - Architect the change (SDT - Designing Successful Change) (SDT - Understanding Responses to Change) Implement - Manage and review

8. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 8 Plan - ASSESS Alignment & sponsorship Critical success factors Sustainability Example – I.T. Company’s Reporting System (CRM)

9. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 9 Design - ARCHITECT Tailoring Approach Measurement & re-use Example – Oil Company’s Distributor System (ERP)

10. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 10 Implement - MANAGE Buy-in to system & its use Risk management & assimilation Change skills & understanding Example – Finance Company’s SAP Rollout

11. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 11 BENEFITS OF THE VDS Easier projects Faster implementations On budget delivery Greater take-up of solutions …. ROI is achieved!

12. Copyright  2003 Bruce Partners Consulting Pty Ltd – All Rights Reserved 12 KEY POINTS  Today’s performance is no longer tolerable  Complement methodologies with human considerations for value delivery  Use SDTs to facilitate dialogue …. For more information: www.visionlearningsystems.com