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].

Hosted by

Building & Maintaininga Super User Programthat Works…and Lasts!

Presented byDoug D. Whittle, PhD

PartnerThe Diagonal Group, LLC

[email protected]

Hosted by

The DIA

GONAL Group

Doug D. Whittle, PhD

[email protected]

www.theDIAGONALgroup.com

Building & Maintaininga Super User Programthat Works…and Lasts!

Hosted by

There is no silver bullet

One size does not fit all

Much knowledge & experience exists within this room

We are the “experts” today

Assumptions

Hosted by

Context

Hosted by

?Super UserWHAT is a

Hosted by

Roles & Responsibilities

Maintenance

ImplementationStrategies

Models &Options

OrganizationalFactors

TheBusiness Case

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?

TheBusiness 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? ImplementationStrategies

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

Roles & Responsibilities

Maintenance

ImplementationStrategies

Models &Options

OrganizationalFactors

TheBusiness Case

Hosted by

Models

Hosted by

ORGANIZATIONAL CULTURE

GROUP BEHAVIOR

INDIVIDUAL BEHAVIORS

Diff

icul

ty(L

ow)

(Hig

h)

INDIVIDUAL ATTITUDES

KNOWLEDGE

Time(Short) (Long)

Hosted by

NoYES DesiredState

CurrentState

Hosted by

CurrentState

DesiredState

NoYES DesiredState

Hosted by

Denial

Resistance Exploration

Commitment

Anger Checking Out

Hosted by

Establish aSense of Urgency

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

8 stages of successful large-scale

change

Hosted by

Peopledon’t resist change…

…they resistbeing changed

Edgar Schein

Hosted by

Knowledge

SUCCESS

Attitudes

Skills

Behaviors

Hosted by

Technical Soft

You need both!

Super User Skills

Hosted by

Hosted by

Key Questions

StakeholdersWhat do

they needfrom me?

What doI needfrom them?

Who aremykey

stake-holders?

Whodo they

influence?

Whoinfluences

them?

Hosted by

High

Medium

Low

HighMediumLow

Commitment

Imp

act

InvolveInvolve InvolveInvolve

SeekAdviceSeek

AdviceSeek

AdviceSeek

Advice

Hands-onHands-on

InvolveInvolve

InformInform SeekAdviceSeek

Advice InvolveInvolve

Stakeholder Impact & Engagement

Hosted by

IC

RA ccountable

esponsible

onsult

nform

Hosted by

Before thesale begins

Identifyingneeds

Proposing

Dealing withresistance

Gainingcommitment

Follow-up

Hosted by

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

Project Success/Failure Factors

the Standish Group

Hosted by

You canand should shapeyour own future,

because if you don’tsomebody else

surely will.Joel Barker

Hosted by

The DIA

GONAL Group

Doug D. Whittle, PhD

[email protected]

www.theDIAGONALgroup.com