Post on 20-May-2015
transcript
New Challenges in Cloud Adoption - The Users!
May 31, 2012
2© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Agenda
4:FUTURE OF CLOUD USER ADOPTION
3:CHALLENGES WITH TRADITIONAL CHANGE MANAGEMENT
1:INTRODUCTION
2:BUSINESS PROBLEM
3© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
1:INTRODUCTION
4© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Our Perspective on User Adoption
Beware: marketers and charlatans have taken over the term “user adoption”
• Develop short-term and long-term user adoption (UA) strategies
• Rescue IT projects from UA failure• Administer UA program infrastructure• Develop UA skills in others
We Help Organizations
Technology
People
Culture
Process
Holistic Approach
5© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Key Questions
“Can They Use It?”
“Will They Use It?”“Will They Use It?”
“Who Will Make it Happen?”“Who Will Make it Happen?”
6© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
2:BUSINESS PROBLEM
7© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
The Cloud: what’s changed?
Faster
“Easier”
Constant evolution
Transfer UA risk
Low up-front costs
8© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Cloud Shifts Focus and “Success”
Success is only achieved when your system is used
9© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Unintended Consequences
10© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Trouble for VendorsChange of Revenue Model
Need to align with client outcomes
• Up Front Cash Annuity• Profitability requires long-term relationships• Customer retention is higher priority than ever
• Easy for clients to sign-up• Easy for clients to leave
Resulting in…
• Transfer of UA risk from client to vendor• Vendors MUST make sure clients adopt• Vendors have “skin in the game” for client success
11© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Trouble for ClientsAccelerated & Constant Change
New Resource & Skill Requirements
• Faster deployment <> Easier adoption• Less time for change efforts prior to go-live• Need to spend more time after go-live
• Need infrastructure to manage ongoing change• Changes in staffing & skill requirements
Resulting in…
• Organization unprepared to meet cloud adoption challenges
• Domino effect – additional organization disruption
New Focus
12© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Trouble for UsersConstant Learning Curve
Need Information to Drive Behavior
• Regular system enhancements & changes• Additional learning required with each release
• System and process changes
• Need easy access to latest relevant information• Need better user-focused support
Resulting in…
• More Learning• Additional work• Additional time to do job (reduced productivity)• Errors / ineffective system use
13© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
3:CHALLENGES WITH TRADITIONAL CHANGE MANAGEMENT
14© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Problems with the approach (Traditional CM) …
Techno – not business focused – change management
Technology-centric training
Ineffective communication
• Aligns users to system, not to performance
• Point & Click (system-use focus)• Skips job performance & other skill development• Not focused on “learning,” but delivering “training”
• 1-way• Focused on “selling” and WIIFM• Assumes people will have no choice
15© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
…Delivers problems with the results
One & Done
Go Live &Go Home
Train &Blame
16© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
4:FUTURE OF CLOUD USER ADOPTION
17© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Making Cloud Adoption WorkTech moves faster than organization
Need to respond to ongoing change
• Change & UA needs to keep pace with tech change• Need to move faster
• Need to enable users to manage constant learning needs
Resulting in…
• New approaches to UA required• Sustain adoption efforts over life of the system
• Retro fit adoption efforts
18© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
What Do the New Methods Look Like?
Behavior and performance management issues, not just technology issues
Behavior and performance management issues, not just technology issues
19© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Put it into action: Build your own UA Program
Effective user adoption programs require specific activities, deliverables, & resources
20© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
…or use a prebuilt, cloud-enabling UA Program
UA Keeps Pace with Technology
Outsource Skill & Management
• Prebuild the UA program infrastructure• Preload initial core content
• Access to required UA skills• Reduce headcount by outsourcing
management of UA program
Resulting in…
• Lower costs for UA Program• Faster User Adoption• Sustained User Adoption• “Business Success” / ROI
21© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
5:RESOURCES & CONTACT INFORMATION
22© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Free user adoption resources
http://cloudslam.TriTuns.com
eBook Assessment Insights & Tips
23© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
Contact
For more information please contact:
Jason WhiteheadCEO
703-652-0887jwhitehead@TriTuns.com
http://cloudslam.TriTuns.com