1. Information Technology Challenges in ERP - Duke University 1 IT Challenges in ERP Chris Meyer Duke University

2. Information Technology Challenges in ERP - Duke University 2

3. Information Technology Challenges in ERP - Duke University 3 Profile Durham, North Carolina 11,000 undergraduate, graduate and professional students and 1450 faculty 8 Schools: A&S, Engineering, Divinity, Business, Graduate, Environment, Law, Medicine and Nursing PeopleSoft Student Administration

4. Information Technology Challenges in ERP - Duke University 4 Chronology

5. Information Technology Challenges in ERP - Duke University 5 Staffing

6. Information Technology Challenges in ERP - Duke University 6 Project Organization Executive Sponsors Committee Steering Committee Coordinator Team Project Team Functional Team Technical Team Local Functional and Technical Team

7. Information Technology Challenges in ERP - Duke University 7 Technical Architecture Oracle 8i Database Servers –Online Transactional Processing System and Decision Support PS Application Servers Web Servers Citrix Metaframe Server Novell File Server

8. Information Technology Challenges in ERP - Duke University 8 System Architecture PeopleSoft SA 7.6, Oracle 8i Citrix Metaframe Hahtsite for ACES Web AppWorx Process Scheduler Jetforms Central Server CollegeNet Resource 25 BMC Patrol and IBM Tivoli DCE Kerberos Authentication

9. Information Technology Challenges in ERP - Duke University 9 Challenges

10. Information Technology Challenges in ERP - Duke University 10

11. Information Technology Challenges in ERP - Duke University 11 Senior Administration Mandate university-wide use and acceptance Financial support –Final cost was triple original estimate –Hardware and consulting services Hold ERP vendor accountable for QA issues

12. Information Technology Challenges in ERP - Duke University 12 Project Management Internal versus External Avoid “Scope Creep”, use phased approach, e.g., replace current functionality first Technical and functional coordination Over-budget to cover unanticipated costs, e.g., ancillary software and postponed go-lives

13. Information Technology Challenges in ERP - Duke University 13 Staffing Recruit the best internal staff as full-time resources and backfill Staff motivation and retention –provide incentives to reach milestones Implementation versus Operational

14. Information Technology Challenges in ERP - Duke University 14 Communications

15. Information Technology Challenges in ERP - Duke University 15 Communications Identify key stakeholders –Steering Committee –Deans, Directors and Business Managers –Local Functional and Technical Leaders –End-users Communicate with key stakeholders early and often, as appropriate

16. Information Technology Challenges in ERP - Duke University 16 Technical Architecture Sizing Lease versus Buy Standardize on fewer technologies Client Server Infrastructure –System monitoring

17. Information Technology Challenges in ERP - Duke University 17 Training Technical - ERP Vendor Functional - ERP Vendor End-user –Insource versus Outsource Timeliness

18. Information Technology Challenges in ERP - Duke University 18 Implementation Software stability Consolidate and apply upgrades, updates and fixes at least quarterly Avoid customizations! –Requests are functionally driven –Review and approval process –Modify business, not the system

19. Information Technology Challenges in ERP - Duke University 19 Implementation Regression and performance testing Implement generic extracts and eliminate shadow systems “Web-enable” to hide system complexity Decision support/reporting strategy

20. Information Technology Challenges in ERP - Duke University 20 Implementation Multiple database instances “Big bang” versus “Phased” approach Professional consulting –“Burst” or “Cafeteria-style” –ERP vendor services preferred –Use recruiting firms

21. Information Technology Challenges in ERP - Duke University 21 Implementation ERP Account Representative User’s must accept system ownership Enabling new technologies, e.g., workflow, OLAP, and web Measuring and leveraging ROI Establishing success measures

22. Information Technology Challenges in ERP - Duke University 22 Operational Functional and technical support Adhere to IT “Best Practices” –Change Management –Testing –Cross-training Outsourcing tedious, mundane tasks, e.g., upgrades? Performance tuning

23. Information Technology Challenges in ERP - Duke University 23 Future Decision Support OLAP Portal Strategy Upgrade to PeopleSoft SA 8.x

24. Information Technology Challenges in ERP - Duke University 24

25. Information Technology Challenges in ERP - Duke University 25 Questions and Discussion