The University of Tennessee Change Management Business Blueprint

1. The University of TennesseeChange ManagementBusiness Blueprint

2. Change ManagementExecutive Summary • Areas addressed • Training and documentation • Communication about the project • Documenting and communicating policy changes • Post Go-Live and On-going support

3. Assumptions R/3 4.6b (not mySAP) Approximately 2,000 end users statewide Consultants and UT Functional Team members are not likely to be available to help. Core CM Team does not have enough resources to complete its task.

4. Assumptions Involvement from all campuses and units is essential for creating buy-in, developing campus expertise, and learning from their campus-specific knowledge Classroom training will not be sufficient to educate users about how to do their jobs.

5. Assumptions • Approximately 20 additional people will be needed to assist with CM work. • Role of core CM Team is to set standards, guidelines, master the tools (KW and ODPN), establish the training curriculum and schedule, determine who will need which classes and manage the work of the extended CM team across the state.

6. Focus should be placed on developing the on-line help system, Help Desk, job aids, and other documentation about business policies and processes ODPN will be used in training classes as well as post Go-Live Roll out critical functionality to central offices at Go-Live, with departments to follow. Non-critical functionality??? Assumptions

7. Course development must begin in September On-Demand development must begin in September Major refinement of On-Demand will be in January Training classes must begin around February 1 Timeline

8. Change Management Strategies Education of campus experts will be accomplished by Providing representatives with 1-day navigation, concepts, and terminology course Bringing key representatives in during configuration (HR and financial) Bringing key representatives in for Conference Room Pilot (one person per major module) Bringing key representatives in for integration testing (one person per major module)

9. Education of Campus Experts, cont’d • Providing training on KW and On-Demand • Campus experts will help develop courses • Campus experts will help develop on-demand topics • Campus experts will perform quality assurance reviews

10. Change ManagementStrategies Campus experts will be recruited to become part of the extended CM team and are likely to be employed in the central campus business and personnel offices. Campus experts will be identified by campus leadership. Campus experts must come to Knoxville for training in KW and ODPN, initial overview of R/3, integration testing, and conference room pilots. Campus experts who server as trainers will receive a Train-the-Trainer course.

11. Change ManagementStrategies A campus/unit training coordinator will be identified to handle logistics, registration, and notification of training classes. All courses will have 2 instructors.

12. Change ManagementStrategies Campus leaders are being asked to ID people with the following skills: Training skills (good verbal, communication skills, desire to teach, ability to learn the basics of R/3 Writing skills Computer skills (especially in Windows) Knowledge of UT’s current business processes

13. Work • Approximately 48 different courses will be needed to educate users on the functionality included in the Phase I roll-out. • We will need a curriculum developer for each major process. • We will need approximately 7 people per major process to: • Develop course materials (power point slides, instructor guidebooks, participant manuals, exercises) • Load data needed for exercises • Write On Demand scripts • Configure On Demand screens • Perform Quality Checks and Data Verification

14. Each process (e.g., posting to a G/L account) could involve 6-8 BBPs Each BBP must be configured in ODPN The average number of screen shots per topic is 40. Guidelines for using KW and ODPN will focus on functionality . . . defaults will be used and minimal changes made. On Demand Details

15. Change ManagementDependencies • Functional Teams will: • Determine critical functionality for initial Go-Live • Provide BPPs to serve as basis for development of courses and on-line help • Provide education on functionality to CM team members • Interact with CM team members to refine BBPs and ensure accuracy of ODPN scripts

16. Communications • Web site is primary communications mechanism. • Three “road shows” planned: first to create awareness, second to identify which policies and processes will be affected, third to discuss changes to job roles and demonstrate the system. • Updates provided to campuses monthly for newsletters. • Brown-bag lunches are planned. • An IRIS e-mail address has been created to answer questions. • Payroll announcements are used for key events.

17. Receive critical functionality for Go-Live form functional teams Request information from Nebraska and Duke regarding training Identify curriculum owners Identify additional members of the CM team Schedule on-site training in KW and ODPN for extended CM team. Next Steps