Change Management

1. Change Management Moving Towards a Paperless Work Place David Lash Project Manager StickyDigital

2. Brief History of the Paperless Workplace •          Early 1970’s Xerox at the time an industry leader in computer networking and printing declares that by 1975 “ a digital workplace will all but eliminate the need for paper.” •       1980’s IBM develops desktop terminals that can access large mainframe computers in the workplace.

3. Brief History •     Mid 1990’s Al Gore creates the Internet. Internet gives us access to large amounts information in the work place. Internet based businesses spring up overnight.   •   Late 1990’s The Dot Com Fallout.

4. Present • Businesses are bit suspicious of investing in Internet technologies as a business tool. • We still have access to large amounts of unstructured information. • We use email to distribute and print office memos that were once placed on our desks. Where is the paperless office?

5. The Paperless Office- Where Is It? • Answer:There’s no such thing. • Employees, on average, are printing 33 internet pages each day. • For a company with 100 employees, that’s 3300 pages per day. • For a company of 5000 employees, that’s 165,000 pages per day. • Printing is costing corporations an amount equal to 1% 3% of their revenue.

6. Where do we start? • Instead of striving for a paperless workplace think about how to maximize the benefits of paper in a digital format?

7. Reduce the Paper in your Process & Organize •    Use Internet based technologies (web browser) to: •    Reduce the physical transmission and printing of paper. Centralize the storage of information. • Increase the availability, organization and retrieval of relevant information across your organization

8. Key Benefits Increased productivity - reduce the amount of time employees spend on a task or retrieving information. • Space savings- how many square feet of file cabinets are taking up expensive office space? • Cost savings- centralized web based storage and access to information can reduce printing and mailing costs from 20%- 30%. • Custom solutions faster and more cost effectively. (The MS windows paradox).

9. Drawbacks •         Easy to create a paperless solution that causes more work in a different format. •         Reliance on pesky computers and computer networks. They do go down from time to time. •         Can be difficult to implement due to corporate culture and employee skill level.

10. Example of Paperless Process NATEF- National Automotive Technicians Education Foundation An association that certifies the education standard’s of schools that teach automotive and truck repair.

11. Problem In order to become a certified school such as Dave’s Monster Truck University. A school had to complete the following time consuming process.

12. Process Before ·     Call the NATEF office and request the appropriate application. ·    NATEF faxes or mails the application to Dave’s Monster Truck University. ·    Administrator at school fills out application and faxes or mails back application with payment information. ·      NATEF staff must check for errors and omissions in application and process payment.

13. Process Before • Application faxed or mailed by NATEF to a 3rd party examiner that must review the application and visit the school site for an inspection before the application is accepted.

14. The Solution Build a new section upon the current NATEF website. “Online Applications” Combine the application and payment process. Reduce the amount of time it takes for NATEF staff to fulfill an application

15. New Process   Applicant fills out application and submits payment in a single online process. • Errors and omissions are greatly reduced with the use of required fields within the online form. Prevents user from accidentally submitting a partially filled out application. • Applicant’s payment is approved and processed in real time.

16. New Process Con’t ·        Application is submitted to a secure web based database. ·        System automatically generates email notifications to appropriate NATEF staff when a new application has been submitted. ·        NATEF staff notifies 3rd Party Examiner to review the application online through a secure web browser interface.

17. Loudoun Hospital A community not-for-profit hospital in one of the fastest growing counties in the nation. Problem- In order to register a patient into the hospital for an operation or procedure that requires an overnight stay, hospital staff had to go through the following registration process.

18. Loudoun Hospital Process •        Patient schedules procedure date with doctor. •         Hospital staff checks doctors white board many times a day for new procedures that have been scheduled. •       Hospital staff calls the patient on the phone and gathers the needed information or faxes application to patient.

19. Loudoun Hospital Con’t • ·        Patient fills out application and mails or faxes back to hospital. • ·        Hospital staff checks for errors and omissions and resends to patient if necessary. • ·        Hospital staff enters application information into a legacy system.

20. Solution To improve customer service and reduce the amount of time it was taking to collect the needed information to register the patient. A patient registration section was added prominently to the home page of the hospital’s website.

21. New Process ·        Patient schedules procedure with doctor. Doctor enters patient information into centralized calendar. Doctor gives patient brochure (option) on how to register for admittance to the hospital using the website. ·        Central calendar notifies hospital registration staff (via email) when a physician has scheduled a patient for a procedure and the patients contact information.

22. New Process Con’t • ·        Patient fills out and submits secure registration application online. Errors and omissions are reduced by using pop up text boxes with simple definitions of medical terminology currently used on the form. • ·        System notifies appropriate hospital staff that a new application is ready for review. Staff accesses application through secure web browser interface.

23. Finally • After reviewing the application the hospital staff can submit the application information directly into the legacy system at the touch of a button.

24. Questions to help Identify ·    Does your organization rely on gathering information from customers? ·    How much time does it take to gather and enter this information into a central location?      How critical is it that multiple people have access to the same information?    How long does it take for your organization to process payments such as membership or registration fees? • Currently, how frequently are you communicating with your customers?

25. Internal Paper Organization We’ve looked at few examples of how to remove the paper and streamline a few specific processes that have customer interaction. Now let’s take a look a way to organize information within an organization

26. Intranets- What are they? Intranets are essentially private company websites that are specifically designed for the employee’s of an organization to: ·        Facilitate communication (recent news, group email lists, remote workers) ·        Knowledge management (combat brain drain) ·        Employee management (benefits, training, company manuals and policies, online brochures.

27. Key Features ·        Easy to update information (no technical expertise) ·        Only accessible by employees ·        They Evolve.

28. Intranet Example Problem   TechAssure is a national trade association that provides Insurance and Risk Management services to high tech companies. The member agencies are located in different geographic locations through out North America. They needed to be able to communicate effectively and manage the vast amounts of knowledge capital generated by their industry.

29. Solution Created a secure intranet site that can be accessed 24 x 7 with the following features. ·        Employee contact list with the ability to send group email. ·        Recent News and Events that can be updated through a simple web browser interface.

30. Intranet Feature Con’t ·        Document Management System. Allows agents and principals to easily upload white papers, PPT presentations, and other documents by specific category to further the education of its members and for the interest of prospective clients. ·        Forum Board- Allows members to post a question to other members. Any replies to the question are automatically posted to the forum for future reference.

31. Questions to Consider • Do you have multiple copies of outdated documentation? • Percentage of storage space to people space? • People doing repetitive tasks? • Email reliance for Documentation? • Cubicle walls covered with paper? • Staff uses Rolodex’s

32. Implementing Change- The Hard Part One of the key factors in implementing a change in any organization is having the support of leadership. Because this can be a presentation unto itself we will assume for the sake of this presentation that leadership has identified that there needs to be a change in a process and is supportive of a need for that change.

33. Implementing Change • Identification • Involvement • Metrics • Scope Limit • Training • Implementation • Feedback • Continued Monitoring

34. Identification • What isn’t working? • How many people are working on process? • How much paper is being moved? • Don’t discuss Technology! • How do you want to use your information?

35. Involvement • Who uses the process? • How do they use it? • Invite participation at beginning phases / ownership. (most commonly overlooked) • Small group with individuals who have desire to participate.

36. Metrics • How will we judge success? • Time Savings? • Reduced Transaction Costs? • Increased Revenue?

37. Scope Limit • Resistance to change and acceptance can be achieved by limiting the scope of a system. • Design solution to allow an increase in functionality. “A wish list” • Habits form from use in about 30 days.

38. Training • Setup a training regiment before implementation. • Many different formats to choose from, one on one, online, and interactive formats.

39. Roll Out • Test your new process within a single department. • Write down what works well and what doesn’t • Set a date for review and comment. IMPORTANT.

40. Feedback Require users to give individual feedback on new process in writing. Address problems or concerns with process. Fix functional aspects of system Set date for organizational Roll Out.

41. Last but not Least- Easy Access to Information for Training • Create a training regiment to train new employee’s • Reference for current employee’s • Online training • Web based interactive movies.

42. Continued Monitoring • How has the process worked? • Did it meet the objectives that were stated at the beginning of process? • What should we have done differently.

43. Wrap Up • Many options for web based processes. • Don’t get caught up in the technology needed for solution. • Focus on what’s not working and how you would like it to work. • Be patient.

44. In the Interest of Saving Tree’s If you found any or part of this presentation informative or in the least bit interesting you may download it at www.stickydigital.com

45. Questions? Hopefully I have some answers!