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Post-Implementation Organization & Support

Post-Implementation Organization & Support . Kashif Shamim BS(CS),MSC(MDCN). 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

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Post-Implementation Organization & Support

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  1. Post-Implementation Organization & Support Kashif Shamim BS(CS),MSC(MDCN)

  2. 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

  3. Session Topics • Why ongoing support is an issue • What a support team does • Considerations in organizing a team • Open audience discussion

  4. 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

  5. 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

  6. 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

  7. Why Support is an Issue> Money • You budgeted for the maintenance agreement • Did you plan for the human side?

  8. Your Challenge> • Create a reality-based management perspective of system support • Identify what support teams do • Consider your institutional factors • Look at peer models

  9. What Support Teams Do> Maintenance Tasks • Major upgrades • Service packs • Problem solving • Security administration • Workflow administration • Archiving

  10. What Support Teams Do> Common Business Tasks • Support the business offices • Centralized processes • Tax reporting • Financial closing • Payroll • Payment runs • Data manipulation • Mass changes • Data loads • Ad-hoc report creation

  11. What Support Teams Do> Tend to the Users • Training • Documentation • Change Management & Communication • Internal Influence Channels

  12. 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 !

  13. What Support Teams Do> Stay Smart • Networking • Project team training • Keeping up with SAP • Advocacy and Influence • CRM (Consultant Relationship Management)

  14. What Support Teams Do> Marketing • Publicity & Promotion • Internal Marketing – Selling SAP

  15. 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

  16. Build a Support Team>Consider your Organization • Single or multiple-campuses? • Administratively centralized? • One size does not fit all

  17. 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”

  18. Build a Support Team>Entity-Independent? • Your implementation was “one for all” • Ongoing support works the same way • Look at the corporate “home office” model

  19. 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

  20. Find the Right People>“Can’t 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

  21. 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

  22. Build a Support Team>The Right Relationships • Team Manager <> Executive Admin • Team Manager <> IT Manager • Team Members <> Team Members • Team Members <> IT Staff • Team Members <> Business Offices • Change Management <> End Users

  23. The Typical Organization

  24. Closing Thoughts • Preserve your project momentum • Keep your key people • Find a way to do it • Some will question if you can afford it • Can you afford not to?

  25. Conclusion • Questions

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