Business Process Workshops Preparing the Campus for Change

University of Massachusetts HEUG 2004 Conference Session 10368

Agenda

 Introduce

UMass and Project ISIS  Overview of Change Management  Introduce Transition Workshops  Introduce Business Process Workshops  Questions

University Of Massachusetts
The University of Massachusetts consists of 5 campuses (Amherst, Boston, Dartmouth, Lowell and Worcester) and the President s Office
Amherst Presidents Office Lowell Boston Dartmouth

Worcester

University Of Massachusetts

Project ISIS


Collaboration between the Boston, Dartmouth, and Lowell campuses to implement PeopleSoft SA Phase 1A Recruiting Go Live December 2001 in version 7.6 Phase 1B Upgrade to 8.0 in August 2002 and implement Admissions in September 2002 Phase 2 Student Records, Student Financials, Financial Aid and Academic Advising. Go Live is scheduled for February 2005

Change Management
Change Management exists to
Minimize disruption and accelerate the acceptance of change Be responsive to questions and give people the information they need Help constituents realize the benefits of the implementation

Change Management
An effective Change Management program maximizes performance at implementation by minimizing disruption and accelerating the acceptance of change.

Typical level of performance and motivation in changing environments

Involvement Awareness Acceptance

Understanding

Time Transition Design Implement Improve Level of Acceptance

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Change Management
 Project

ISIS is focusing on 5 Change Management activities

Campus Readiness Sponsorship Communications Training & Support End User Production Support

Change Management
Ongoing support via Help Desk, continued training, and system maintenance & enhancements Prepare for changes by adjusting Business Processes (how we do business)

End User Production Support

Campus Readiness

Possessing the necessary knowledge and skills in the system

Training & Support

Sponsorship
Having campus level leadership support for change

Communications
Receiving relevant and timely information

Campus Readiness
The goals of Campus Readiness are to:  Help affected departments prepare for changes in business processes and policies, and identify new responsibilities associated with new and changed business processes  Help campuses socialize PeopleSoft terminology, distribute communications and identify security and training needs

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Campus Readiness
Campus Readiness goals will be achieved through the following:


Campus Implementation Team (CIT)

Provide link between Project ISIS and end users for delivering communications, collecting end user feedback, and implementing campus readiness activities Reach end users who may not be directly involved with, but are directly impacted by, the implementation

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Campus Readiness


Business Process Workshops (BPWs)

 

Help central departments prepare for new and changed business processes Help central departments prepare for new and changed responsibilities Explain PeopleSoft terminology Communicate new business processes Identify steps campuses can take now to prepare for new and changed business processes when PeopleSoft is implemented
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Transition Workshops
Intentions of Transition Workshops in Phase 1  Help central departments prepare for new and changed business processes  Help central departments prepare for new and changed responsibilities  Explain PeopleSoft terminology  Communicate new business processes  Prepare for system training

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Transition Workshops
Results of Transition Workshops in Phase 1  Help central departments prepare for new and changed business processes. Yes somewhat.  Help central departments prepare for new and changed responsibilities. Yes somewhat.  Explain PeopleSoft terminology. Yes  Communicate new business processes. Yes, but did they hear us?  Prepare for system training. Yes

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Transition Workshops
 

Explaining the Somewhats Help central departments prepare for new and changed business processes and responsibilities
Explained the changes in workflow Expected departments to make adjustments One Campus made adjustments and was very successful by adjusting business processes to fit the system One Campus was fairly successful, but could have done better One Campus didn t heed many warnings, insisted the application completely fit their business processes instead of adjusting processes to fit the system better

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So how can we improve?

Transition workshops were helpful, but we needed more Dig in deeper to understand the changes Verify they understand the changes and have adjusted business, forms, and personnel to handle the changes

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Business Process Workshops

PeopleSoft SA Functioning Training + PeopleSoft SA + Business Process Workshops (BPWs) Successful use of the = PeopleSoft SA

The PeopleSoft SA will bring technology changes. System training will help prepare for these changes. The PeopleSoft SA will also bring non-technology changes to day-to-day business processes. BPWs will help prepare for these changes.

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Business Process Workshops

    

One method of achieving Campus Readiness goals is through Business Process Workshops (BPWs). BPWs will: Demonstrate new and changed business processes to central departments Identify new responsibilities that are a result of new and changed business processes Explain PeopleSoft SA terminology Identify actions departments can take now to prepare for new and changed business processes when the PeopleSoft SA is implemented

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What Do You Mean Business Process?

Business processes are the way work flows through a department, including: The individuals involved Paperwork/forms required Length of time to complete a task Communications Reports and Queries It will be necessary to adjust some business processes to make the PeopleSoft SA work in your department.
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BPW Development


How are the materials for the BPW s being developed? Subject Matter Experts (SMEs) from the Registrar s, Bursar s, and Financial Aid offices have been working with the Project ISIS team to create business process flows. These flows show how we have decided to do business once PeopleSoft SA is implemented. SMEs approve and sign off on these business process flows These business process flows are the input used to create the BPWs

 

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Business Process Workshops



Take Current As Is documents, General Designs, To Be documents to create Business Process flows Business process flows emphasize the steps and changes in the way work flows outside the system and training will deal with changes inside the system

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BPW Content
Each BPW will contain the following sections: BPW Objectives Goals of the BPW Terminology Mapping of current terms to ISIS Application terms Major changes Description of major business process changes Business Process Flows Outline of future business processes (see example on the next page) To Dos Actions the campus can take now to facilitate campus readiness (see example on the 22 next page)

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BPW Development
Changing a Students Academic Program (College)
SR001

Student picks up form from Registrar's Office and completes

Department Chairperson approves Program/ Plan change and signs form.

Student submits form to Registrar's Office

Registrar's Office makes Program/Plan change to Student's Record & evaluates transfer credit

SR002 SR003 End of process

Student's Financial Aid is repackaged and tuition and fees are recalculated

Registrar's Office files Program/Plan change request form in student's file

OPTIONAL: Registrar's Office communicates change

To Dos

  

SR 001-- Review/update Program/Plan change request form SR 002-- Determine if you want to communicate change of Academic Program to student SR 003-- Select method of communication (letter, email, copy of form)

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BPW Responsibilities for Project Team

The Project ISIS Team is responsible for the following: Adapting campus SME-approved functional process flows to BPW process flows Working with Functional Team members and campus SMEs to understand business process changes Developing BPW materials Answering Questions Verifying To Dos are complete

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BPW Responsibilities on the Campus

Identified UMass staff are responsible for the following: Attending BPWs Communicating business process changes to co-workers not in attendance Socializing ISIS Application terminology Assigning To Dos Completing To Dos

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Targeted BPW Delivery Dates

Targeted BPW Delivery Dates* Student Records Spring to Summer 2004 Student Financials Spring to Summer 2004 Financial Aid Summer 2004

*Dates are subject to change

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Post-BPW Delivery
After BPWs have been completed, Campus Project Managers will be responsible for ensuring staff members have completed their assigned To Dos. There will be regularly scheduled assessment checks to gauge progress toward completion of To Dos and to answer questions you might have.

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Change Management Team

Campus Readiness Sponsorship Communications Training & Support End User Production Support Production Support Phase 1
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Brian Sullivan and Valerie Cunningham

Brian Sullivan and Valerie Cunningham

Elaine Seidel and Valerie Cunningham

Brian Sullivan and Aaron Smith

Brian Sullivan and Valerie Cunningham

Verena Lisinski
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Questions
 Brian

Sullivan bsullivan@umassd.edu Change Management Co-Lead CoLisinski vlisinski@umassd.edu Phase 1 Module Lead and current Production Support

 Verena

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