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Hosted by Building & Maintaining a Super User Program that Works…and Lasts! Presented by Doug D. Whittle, PhD Partner The Diagonal Group, LLC [email protected] 515.208.4500 Hosted by Building & Maintaining a Super User Program that Works… and Lasts! Doug D. Whittle, PhD 515.208.4500 [email protected] A Hosted by ssumptions There is no silver bullet One size does not fit all Much knowledge & experience exists within this room We are the “experts” today Hosted by Context Hosted by WHAT is a Super User Hosted by The Organizational Business Case Factors Models & Options Implementation Strategies Roles & Responsibilities Maintenance Hosted by •How do you gain sponsorship and buy-in? •What is the “burning platform” that will get the attention of your executives? •What critical strategic planning elements do you need to include in your business case? •How do you sell your business case to others? •What is the ROI? The Business Case Hosted by •What are the organizational culture elements you should address to ensure success? •What are the political elements within your organization that need to be addressed early? •Who are the key stakeholder groups that will have vested interest in this initiative? •What are the org. change issues that you will most likely need to address? Organizational Factors Hosted by •What are options, models and alternatives? •What will drive your choice of model/alternative? •What critical elements within your organization need to be coordinated for no-surprises success? •How will reporting relationships and performance planning be addressed? •Who manages this program and provides governance? Models & Options Hosted by •What options are available for rolling out program? •What are communications and organizational change management issues you need to address? •Who are the critical stakeholders to include? •What resource commitments will you need? •How do you estimate those resources? •How will you address measurement? Implementation Strategies Hosted by •What roles and responsibilities can be included? •How do you make roles official and meaningful? •How will you reward/compensate super users? •How are project & post-project roles similar & different? •What are necessary skills and competencies? •What about job descriptions? Roles & Responsibilities Hosted by •What is involved in ongoing “care-and-feeding” of a super user program? •What ongoing education and training is needed? •How do you build and sustain motivation? •How will you keep management support visible, active? •How do you handle turnover, poor performance? •What are the potential “evolution” strategies? •Ongoing measurement? Maintenance Hosted by The Organizational Business Case Factors Models & Options Implementation Strategies Roles & Responsibilities Maintenance Hosted by Models (High) Hosted by ORGANIZATIONAL CULTURE Difficulty GROUP BEHAVIOR INDIVIDUAL BEHAVIORS INDIVIDUAL ATTITUDES (Low) KNOWLEDGE (Short) Time (Long) Hosted by Current State YES No Desired State Hosted by Current State No YES Desired Desired State State Hosted by Denial Resistance Anger Commitment Exploration Checking Out Hosted by Establish a Sense of Urgency 8 stages of successful large-scale change Create a Guiding Coalition Develop a Vision & Strategy Communicate the Change Vision Empower Employees For Broad-Based Action Generate Short-Term Wins Consolidate Gains & Produce More Change Anchor New Approaches in the Culture John P. Kotter, Leading Change © 1996 Hosted by People don’t resist change… …they resist being changed Edgar Schein Hosted by Skills Attitudes Behaviors Knowledge S U C C E S S Hosted by Super User Skills Technical Soft You need both! Hosted by Hosted by Stakeholders What do I need from them? Who Who are Who What do do they my influences they need influence? key them? from stakeme? holders? Key Questions Hosted by Stakeholder Impact & Engagement Impact High Medium Low Involve Involve Hands-on Seek Advice Seek Advice Involve Inform Seek Advice Involve Low Medium High Commitment A Hosted by ccountable R esponsible C onsult I nform Dealing with resistance Gaining commitment Follow-up Before the sale begins Hosted by Proposing Identifying needs Hosted by Project Success/Failure Factors 1. User involvement 2. Executive management support 3. Clear statement of requirements 4. Proper planning 5. Realistic expectations 6. Smaller project milestones 7. Competent staff 8. Ownership 9. Clear vision and objectives 10. Hard working, focused staff the Standish Group Hosted by You can and should shape your own future, because if you don’t somebody else surely will. Joel Barker Hosted by Doug D. Whittle, PhD 515.208.4500 [email protected]