information technology challenges in erp - duke university 1 it challenges in erp chris meyer duke...

Information Technology Challenges in ERP - Duke University1

IT Challenges in ERP

Chris Meyer

Duke University

Information Technology Challenges in ERP - Duke University2

Information Technology Challenges in ERP - Duke University3

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

Information Technology Challenges in ERP - Duke University4

Chronology

Vision Phase 9/93-9/96Began Implementation 3/97Admissions live 9/98-9/99Upgrade to PS 7.5 6/99Student Records live 3/00Financial Aid live 3/99-5/00Student Accounts live 7/00

Information Technology Challenges in ERP - Duke University5

Staffing

Before AfterSenior Administration 3 2Managers 2 2Functional Team 10 8Technical Team 8 14Functional Consulting 2 0.5Technical Consulting 4 1

Information Technology Challenges in ERP - Duke University6

Project Organization

• Executive Sponsors Committee

• Steering Committee

• Coordinator Team

• Project Team

• Functional Team

• Technical Team

• Local Functional and Technical Team

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Technical Architecture

• Oracle 8i Database Servers– Online Transactional Processing System

and Decision Support

• PS Application Servers

• Web Servers

• Citrix Metaframe Server

• Novell File Server

Information Technology Challenges in ERP - Duke University8

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

Information Technology Challenges in ERP - Duke University9

Challenges

Information Technology Challenges in ERP - Duke University10

Information Technology Challenges in ERP - Duke University11

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

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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

Information Technology Challenges in ERP - Duke University13

Staffing

• Recruit the best internal staff as full-time resources and backfill

• Staff motivation and retention– provide incentives to reach milestones

• Implementation versus Operational

Information Technology Challenges in ERP - Duke University14

Communications

Information Technology Challenges in ERP - Duke University15

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

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Technical Architecture

• Sizing

• Lease versus Buy

• Standardize on fewer technologies

• Client Server Infrastructure– System monitoring

Information Technology Challenges in ERP - Duke University17

Training

• Technical - ERP Vendor

• Functional - ERP Vendor

• End-user– Insource versus Outsource

• Timeliness

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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

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Implementation

• Regression and performance testing

• Implement generic extracts and eliminate shadow systems

• “Web-enable” to hide system complexity

• Decision support/reporting strategy

Information Technology Challenges in ERP - Duke University20

Implementation

• Multiple database instances

• “Big bang” versus “Phased” approach

• Professional consulting– “Burst” or “Cafeteria-style”– ERP vendor services preferred– Use recruiting firms

Information Technology Challenges in ERP - Duke University21

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

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Operational

• Functional and technical support• Adhere to IT “Best Practices”

– Change Management– Testing– Cross-training

• Outsourcing tedious, mundane tasks, e.g., upgrades?

• Performance tuning

Information Technology Challenges in ERP - Duke University23

Future

• Decision Support

• OLAP

• Portal Strategy

• Upgrade to PeopleSoft SA 8.x

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Questions and Discussion