daniel price / christian bass cats - gwu total implementation a guide for successfully launching it...

Daniel Price / Christian BassCATS - GWU

Total Implementation

A Guide for Successfully Launching IT Initiatives

Daniel Price / Christian BassCATS-GWU

Copyright Daniel Price & Christian Bass 2003

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Re-Thinking Project Management

On What Phase/Aspect of the Project Was the Most Time and Attention Devoted?

On What Phase/Aspect of the Project Was the Least Time and Attention Devoted?

In the Future, On What Phase/Aspect of a Project Would You Devote More Time and Attention?


A Project’s Achilles Heel

Best Practices in Business Process Reengineering and Process Design:

Benchmarking Report

327 companies 3rd report in 6 years Experiences of project teams recently or

currently involved in projects

Prosci – Best Practices In BPR 2002, p4


A Project’s Achilles Heel

2/3 of a typical project = planning, designing and gaining approval / / 1/3 = development and implementation

What would Participants Do Differently?



Implement the Change

Planned Change Management Program Demonstrating Need for Change Communicating the Implications and Logistics of

the Change Involving Lower Level Employees Creating Buy-In



Projects

G1 University Login Mandates

Unified log-in for labs Control / Monitor Accounts Automatic Account Management

Pharos Printing Solution Mandates

Fee Based Printing Solution

July 06, 2002 – August 19, 2002


Assessment of Environment:

Success Measured By Technical Functionality

No Focus on Implementation Fear of Clients Prevalent Throughout

Organization


Building Bridges:Stakeholder Support

System Analysis System Was Already Set Up to Identify Students and

Faculty… Students Unable to Register For Classes

No G1 Account Unregistered Students Do Not Qualify For G1 Account

Need For Identification Method Student (registered for classes vs. eligible to register for classes) Faculty (over 20 different classifications for faculty)

International Students Arrive Early Lack of Communication From Administration

Help Desk Inadequate


Building Bridges:Targeted Interactions

Sponsor Support

Strategic Support


Building Bridges:Upheaval In the Community

Letters: Unsatisfied printer

I have recently come to learn of another infamous GW policy regarding a 7-cent charge for each side of paper printed at the computer labs. We all know that GW has chosen this path as a quick fix rather than reevaluating the entire budget for the university. We know that this unfairly charges students who A) are on financial aid, B) are more academically inclined and C) all students who already pay $39,000 for the "privilege" of attending one of the nation's top universities. GW claims to be working for the best interest of all students, but since I have been enrolled here, I have felt that the number one priority has been to drain the last cent out of my family.

I have learned from the most amazing professors, met the most intriguing students and challenged myself in all arenas. And yet, now as a senior, I am inclined to think about how GW (who brags its greatness in all brochures, newspapers, Web sites and parent handbooks) promises to work with its students, but actually treats them as if they were a hindrance to carrying out a successful business. Yes, GW must work in a professional structure, but what business thrives without the satisfaction of its customers?

–Sarah Ortegasenior

GW Hatchet – 08/25/02



Letters: Unsatisfied printer

And yet, now as a senior, I am inclined to think about how GW . . . promises to work with its students, but actually treats them as if they were a hindrance to carrying out a successful business. Yes, GW must work in a professional structure, but what business thrives without the satisfaction of its customers?



The e-mail (sent by the University) about the printing fee claims that the printing cost has been instituted because students are printing excess pages. What happened to the policy instituted last year that put printing caps on students and charged them after they printed a certain amount? Did this policy fail? By how much? Does the number of allotted pages need to be cut down? Why was there no mention of it in this most recent e-mail? It is almost as if this policy never existed and students have been getting free printing all along. This is most definitely not the case.

As a student, I use the printer services in the library. I use them for research and for printing out final papers. As a creative writing minor, I have been required in my classes to print out copies (sometimes multiple) for every member of my class. For the last two years, I have been printing out a copy and then paying for it to be photocopied. Now I have to pay to print out the original as well? I find this appalling. Furthermore, I was under the impression that attached to my tuition was a fee that paid for my use of the library. Does this fee not include printer costs?

I just hope that the debit dollar machines in the library aren't out of service for months at a time likethey are every year. I'm 21 years old and I'm graduating in a year. The job market is terrible and I'm rying to save all that I can. I don't have 7 cents to spend on printing and I'm tired of the university taking my money and not explaining how they can afford to take over every apartment complex in the surrounding area, but not give me free paper in the library.

–Jessica Eralisenior




The job market is terrible and I'm relying to save all that I can. I don't have 7 cents to spend on printing and I'm tired of the university taking my money and not explaining how they can afford to take over every apartment complex in the surrounding area, but not give me free paper in the library.

–Jessica Eralisenior



Communication:Motivating Change

There is one - and only one - goal in ALL effective communication:

Motivate Others To A Desired Action


The Implementation Process

Current Status of the Project

Implementation

Project Plan

Targeted Interactions

CorrespondingCommunity

CommunityCorrespondence

A Picture of the Improvement Process


GW Computing:A Plethora of Logins2002

BusinessLabs

School Registration

Email

MacLabs

DepartmentLabs

Library Labs

PublicLabs

WritingLabs

Art Studio

DiscourseLabs

Dorm Labs


Communication:Cutting Through the Clutter


Communication:Get the Message Across


Communication:Where We Advertise

Program Benefits


Communication:Get the Message Across



ADVERTISTMENT IN GW CAMPUS PUBLICATIONS



Campus HandoutsCampus Mailings



Monitor Signs on Every Computer


How to Communicate: Get the Message Across Effectively

Implementation Branding The G1 Logo Is Recognized Instantly Across Campus


GW ComputingG1- Computing Made Simple


Training:Training Our People – The Staff

Computer Lab Assistants

Print Release Assistants

Full Time Staff Present


Training:Training Affected Units – Knowledge Thru Effort

Be Prepared For Calls Steer Questions to Our

Staff Overview And Inform

the Community About the Technical Side


Training:Training For the Clients

Faculty Students


The Secrets of Success:

Implementation Manager / Coordinator Change Terminology Set Expectations Plan for Implementation

Guidelines Milestones Success Parameters

Shepard the Process


Enter the Implementation Manager


Change Terminology:


Setting Expectations

RESISTANCE TO CHANGE

Problems with existing technological systems and infrastructure

Timeframe of Project Stress from Current Workload



Shepherding the Process

“Successes measured by time, costs, and schedule are relatively easy to manage.

The ultimate success is rated by the grassroots and their evaluation.”

- Project Sponsor



Building Bridges:Finally… Understanding

GW Hatchet 05/01/2003

9 Months Later


Re-Thinking Project Management

In the Future, On What Phase/Aspect of a Project Would You Devote More Time and Attention?


Special Thanks

Special Thanks are due to the following staff members

Caroline Jung (Scripting and Graphic Design) Kevin Wong (Web Site and Presentation

Development) Jeff Aronow (Project Manager)


Contact Information

Daniel Price – Manager, Academic Technology Services

202-994-5756

[email protected] Christian Bass – Academic Technology Project

Coordinator

202-994-5420

[email protected]

daniel price / christian bass cats - gwu total implementation a guide for successfully launching it...

Documents

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projects prosci best

typical project

classes faculty