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Post-Implementation

Organization &
Support

Loren Blinde

Director, Administrative Systems Group

Session Objectives

An appreciation of issues that new


customers and recent go-live
projects will face with the long-term
support and enhancement of their
SAP systems

An opportunity for established


customers to share their
experience

Session Topics

Why ongoing support is an issue


What a support team does
Considerations in organizing a
team
Nebraskas experience

Open audience discussion

Why Support is an Issue>

Institutional Culture

ERP system is likely a new thing

The Business <> Technical


relationship has changed

There is a NEW business role

Why Support is an Issue>

Go-Live Psychology

The finish-line is system go-live

Management expectation of
completion

User expectation of a finished


product

Why Support is an Issue>

We want our people

back!

The ERP project was a short-term


assignment

Many team members are drafted


from your Business offices

They are also your best people for


system support

Why Support is an Issue>

Money

You budgeted for the


maintenance agreement

Did you plan for the human side?

Your Challenge>
Create a reality-based
management perspective of
system support

Identify what support teams do


Consider your institutional factors
Look at peer models

What Support Teams Do>

Maintenance Tasks

Major upgrades
Service packs
Problem solving
Security administration
Workflow administration
Archiving

What Support Teams Do>

Common Business
Tasks

Support the business offices


Centralized processes

Tax reporting (US 1099 & W-2)


Financial closing
Payroll
Payment runs

Data manipulation
Mass changes
Data loads

Ad-hoc report creation

What Support Teams Do>

Tend to the Users

Training
Documentation
Change Management &
Communication
Internal Influence Channels

What Support Teams Do>

Continuous
Improvement

New initiatives and more SAP


Accountability to senior management
Priority setting - consensus building
Product evaluation and acquisition
Process redesign
License management

Define a priority setting process !

What Support Teams Do>

Stay Smart

Networking
Project team training
Keeping up with SAP
Advocacy and Influence
CRM
(Consultant Relationship
Management)

What Support Teams Do>

Marketing

Publicity & Promotion

Internal Marketing Selling SAP

Build a Support Team

Consider your organization


Build the right team structure
Find the right people
Create the right work
environment
Create the right relationships

Build a Support Team>

Consider your
Organization

Single or multiple-campuses?

Administratively centralized?

One size does not fit all

Build a Support Team>

The Right Team


Structure

Define the Business > IT


Relationship
Define subject-oriented business
positions
Obtain executive sponsorship, write
it down and make it official
Make the team entity-independent

Build a Support Team>

Entity-Independent?

Yes, its political


An issue for multi-campus universities
Your implementation was one for all
Ongoing support works the same way
Look at the corporate home office
model

Build a Support Team>

Find the Right People

Desired traits:

Knows SAP
Knows your institution
Knows your implementation

The perfect fit


Your implementation team member ?

View it as new position recruitment

Find the Right People>

Cant They Just do Two


Jobs?

The inevitable compromise for We


want our people back
The old job still needs to be done
The new system still needs
support
Somehow the old job got done
The rest of your people just got
better

Build a Support Team>

The right work


environment

System integration requires team


integration
One team one location
Keep the team visible
Become welcome and familiar
faces in the business offices

Build a Support Team>

The Right
Relationships
Team Manager <> Executive Admin

Team Manager <> IT Manager

Team Members <> Team Members


Team Members <> IT Staf
Team Members <> Business Offices

Change Management <> End Users

The Nebraska Time


Line

Late 1997 Begin Implementation (3.1H)


July 1999 Go Live (4.5B)
Late 1999 Implementation team fades
away
2000 the Virtual Team year
2001 Administrative Systems Group
formed

The Nebraska
Organization

Closing Thoughts

Preserve your project momentum


Keep your key people
Find a way to do it
Some will question if you can
aford it
Can you aford not to?

Now YOU Talk . . .

Questions
Other schools experience

Loren Blinde
University of Nebraska
327 Nebraska Hall
Lincoln, NE 68588-0521
402-472-7023
lblinde@nebraska.edu