effective tools for productive people lessons learned for successful adoption eroom terry barash...
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Effective Tools for Productive People
Lessons Learned for Successful Adoption eRoom
Terry Barash Ford Motor Company
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Agenda
Adoption at Ford
What our Users Think
Benefits to Ford
Lessons Learned for Successful Adoption
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
eRoom Adoption at Ford Motor Company2,300 eRooms 67,000+ eRoom members26,000 active members (login in the past 4 weeks)
eRoom Ownership by Organization
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Ford eRoom Customer Survey – 2003
The Results are in…
10 1010
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Survey ResultsHow useful is eRoom to you?
94% responded that eRoom is a part of their business process
52% Integrated into Business
19% eRoom helps with business,
but could manage without it
5% Not useful,
but see potential
1% Not useful, don’t see
how it can be used
23% Business Depends
on eRoom(can’t live without it)
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Survey Results67% Agree – Documentum eRoom is a critical and competitive differentiator for Ford Motor Company.
34% Agree
20% Slightly Agree
21% No Opinion13% Strongly Agree
4% Slightly Disagree
6% Disagree
2% Strongly Disagree
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Time Savings
Build Strong Relationships
Bottom Line Savings
Future Development Cost Avoidance
Benefits to Ford
Key groups are using Documentum eRoom to increase data sharing, integrate process data flow, and increase the speed of accessing documents. Man-hours savings throughout the use of eRoom have been identified regularly.
Documentum eRoom supports the extended enterprise and can leverage communications with our suppliers and other business partners making it possible to manage design and release activities across the supply chain.
Reduce travel cost and less need for collocation resulting in reduced relocation cost. Additional savings in reduced audio and video conferencing cost, reduced information transmission cost for fax, printing and information hand-off.
Documentum eRoom has replaced the function of departmental web sites reducing the time and cost required by departmental webmasters.
Business Value Benefit: Business Impact
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
How did we get here?
Customer Relationship Manager ConsultingProvide Access to Resources Education and Training Customer ForumsInternal Marketing Customer Feedback
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Customer Relationship Manager
Critical to successful adoption
Staff this role up if possible
Someone focused on the "people deployment" - speaks their language (not tech talk)
Determine how customers (end users) are using eRoom(in a broad sense)
Determine how other companies are using eRoom(best practices, lessons learned)
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Customer Relationship Manager
Capture voice of the customer
Determine if customers find eRoom valuable? How valuable?
What else do our customers need eRoom to do (requirements)?
The main interface between IT and the customers
Help the Product Manager refine future eRoom requirements
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Customer Relationship Manager
Work with the customers to make them aware of eRoom capabilities
Promote the use of eRoom by highlighting how others are using it
Provide customers with resources that enable them to fully take advantage of eRoom
Lead Customer Awareness Programs that increase customer value
Can't stress enough how important this role is
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Consulting
Breed eRoom expertsHands on
Help with designing and setting up eRooms around business process
Central focal pointSharing best practices andLessons learned
Reduce time spent reinventing the wheel
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Provide Access to ResourcesMake it simple - website
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Provide Access to ResourceseRoom News
What’s NewComing Soon
About eRoomWhat is eRoom and what it isn’tDo I need an eRoom?Features and Benefits
Create an eRoomSelf service eRoom registrationTotally automated no IT intervention needed
Using eRoomFAQsTraining Classes and Materials WebinarsGetting started
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Provide Access to Resources
Coordinator toolsSuggested resources for eRoom coordinators
Best PracticesHints and Tips
ex: Bookmark your eRoom, Set notification on important documents
Smart Practicesex: Plan your eRoom, eRoom Ownership
HelpStep by step process for getting help
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Provide Access to Resources
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Education and Training
Customary "how to" trainingClassroom, On-line Tutorials
Training materials for self-startersManuals, Quick Ref. Guides, etc.
“Business Process” workshops
Webinars Easier for users to attend
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Customer ForumsCollaboration customer forumConducted via web and audio conf.
Global participationParticipate in person or remotely
Share latest newsShare best practices
Actual users (non-IT) will present their best practice – user to user
Another avenue to interact with users
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Market, Market, MarketTreat it like a businessWord of mouthTarget key initiatives
6-sigma projectsSupplier relations, etc.
Target key user communitiesProject ManagementPD engineers, etc.
BrochuresNewsletters
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
Customer Feedback Survey Customers
SatisfactionPerformanceReliability
SupportTraining
ValueBenefitsRelevance to job
Future enhancements/integrations
Savings (hard and soft)
Lessons Learned for Successful Adoption of eRoom
Effective Tools for Productive People
In SummaryAdoption of eRoom is viral
Integrated in many business processes
A key enabler
Many Benefits to Ford
End-user support is critical to successful adoption
Effective Tools for Productive People
Lessons Learned for Successful Adoption eRoom
Terry Barash Ford Motor Company