www.regoconsulting.com
Phone: 1-888-813-0444

● Survey – What is Your State of Adoption
● Keys to Success – What We Have Seen
● Participant Lessons Learned
○ Amway
○ Fiserv
○ Open Mic – Others with Lessons Learned
● Q&A www.regoconsulting.com
Phone: 1-888-813-0444
2

(Two Audiences: Management and Users)
Five (5)
Maximized
Value
• Clarity Data Drives Decisions
• Users Believe Clarity Helps them Perform Their Job
• Executives Use Clarity
Constantly
• Disruption Free
Releases/Upgrades
Zero (0)
Low Value
Perception
Problems that Cause Low Value
Perception:
• Spreadsheet Rich Environment
Driving Decisions
• Users See No Value in Clarity
• Executives Never Log Into Clarity
• Clarity is slow and upgrades are expensive/Painful www.regoconsulting.com
Phone: 1-888-813-0444
3

● Executive Support
● Be Prepared
● Effective Information Campaign
● Invest in Training / Mentoring
● Engage the Users – Provide Real Value
● Don’t be a Perfectionist
● Implement Functionality in Stride
● Monitor Performance
● Optimal Tool Configuration www.regoconsulting.com
Phone: 1-888-813-0444
4

● Executives MUST Buy Into the Value Proposition – Big Picture
● Executives MUST be Vocal in Their Support
● Establish the Right Governance Model
○ Executive Steering Committee & Rego Exec Leadership
• Strategic Direction and Wave Content Approval
• Checkpoints on Progress
• Approval of Process & Architecture Decisions
○ Core Project Team
• Process and Architecture Decision Recommendations
• Configuration and Prototype
• Subject Matter Experts / Clarity Evangelists
• Change Management / Communication
○ Project Managers (Rego & Client)
• Works with Executive Steering Committee
• Resolves Conflicts and Owns Final Core Team Decisions
• Ensures solutions are in best interest of the Organization www.regoconsulting.com
Phone: 1-888-813-0444
5

● All of the organization must understand there may be a culture change
● Establish Best Practice Process – Before a Tool
○ Do not automate poor process. Use automation of a function as an opportunity to leverage best practices and take a fresh look at how things are done today
● Basic Project Management Training
○ Some organizations have people slated as a PM and they have had no formal training. These folks really perceive Clarity as administrative overhead...a burden – because they do not understand “why” some things should be done. It is good to talk about the process and concept of PM'ing outside of the tool...then show how the tool can "enable" the process.
● Understand the Data You Want to Capture AND start with good data
● Have an Idea of the Reporting You Want Out
● Have Internal Resources (Support and SMEs) Ready to Go
6 www.regoconsulting.com
Phone: 1-888-813-0444

● Be Aware of Change Management
○ Start with the easy functions to deploy that require little data maintenance. The most difficult function to deploy, in terms of change management, is resource management – do NOT do this first.
● Create an Internal Marketing Campaign Before and During
Implementation
● Publish a Vision for Clarity’s Future
● Establish Frequent Communication: Vision, Reminders, Success
Stories
7 www.regoconsulting.com
Phone: 1-888-813-0444

● Hands-On Training is the BEST
○ What is left behind after training (Quick Reference Guides, Manuals,
Presentations, CAPA) will not influence adoption – the time spent performing exercises with an instructor/mentor will.
● Train Internal SMEs
○ Ensure you have internal SMEs that are invested in the tool and can spend the time needed to get people to embrace the automation
● Synchronize Timing
○ In spite of all the training courses before deployment, resources do not have great retention. You must focus on training once the system goes live.
Resources do not pay attention until it is real.
● Frequent Workshops or In Person Mentoring
○ Spending 15-30 minutes with every user at their own computer showing them CA Clarity PPM features and functions will work miracles.
● Accessibility of Answers
○ Readily available training material, guides, videos, etc.
8 www.regoconsulting.com
Phone: 1-888-813-0444

Process Improvements /
Increased Maturity
Maximized
Value
• Clarity Data Drives Decisions
• Users Believe Clarity Helps them Perform Their Job
• Executives Use Clarity
Constantly
• Disruption Free
Releases/Upgrades
Good Data Compliance
(Accuracy & Completeness)
Effective Data Analysis
Low Value
Perception
Problems that Cause Low Value
Perception:
• Spreadsheet Rich Environment
Driving Decisions
• Users See No Value in Clarity
• Executives Never Log Into Clarity
• Clarity is slow and upgrades are expensive/Painful www.regoconsulting.com
User Engagement
(Team, RM/PM, Leadership)
Driving User Engagement
• User Interface – Easy to Navigate and Find Information
• Infrastructure – Stable, Reliable, and Performs Well
• Roadmap – Published Vision for Clarity Future
• Education – Training and Mentoring – What, How, Why
• Visibility – Many meaningful portlets/reports
• Automation – Simplify Interactions to avoid wasted time
• Process – Defined processes in line with Clarity configuration
• Rapid Incrementalism – Frequent Upgrades/Releases
Phone: 1-888-813-0444
9

● Don’t struggle with resolving every last detail when implementing.
● Your process or setup may not be ideal at first, but remember
80% automation will save a great deal of time.
● Go with the majority -- don’t worry about trying to please everyone. Focus your efforts on the 80% who are being supportive, the rest will conform in their own time or as local management demands.
● Don’t build everyone’s ideal reports up front – develop a number of generic reports that can be downloaded and manipulated. (80% automation)
10 www.regoconsulting.com
Phone: 1-888-813-0444

● Introduce only small bits of functionality, but do it quickly.
● Be careful not to overwhelm people -- much of the struggle in implementing a PPM is initial perception.
● Let users know you are not asking for much right away. Once implemented, you can add more functionality quickly.
● Keep in touch with users as new things are implemented taking sanity checks to let them know they are supported
11 www.regoconsulting.com
Phone: 1-888-813-0444

● Implement Adoption Metrics
○ Establish a way up front that you will measure the success of the deployment. What data are you trying to drive, etc.
○ Template available from RegoXchange
○ MUST BE USED www.regoconsulting.com
Phone: 1-888-813-0444
12

● Menus
○ Make the Menu Reflect Your Process
○ Modify the General Page
● Object Screens
○ Group Like Fields in Sections
○ Minimize the number of pages to update
• Do not put data on 3 subpages where the user has to jump between multiple pages to see or edit the data they need to (unless they need to for security reasons)
○ Make Text Boxes Bigger
• Make them large so that users do not have to scroll to see all of the data
● One Click to Value
13 www.regoconsulting.com
Phone: 1-888-813-0444

● Option 1: Menu by function
● Option 2: www.regoconsulting.com
Phone: 1-888-813-0444
14

● Object Screens (v13 Cleaned Much Up)
○ Group Like Fields in Sections
○ Minimize the number of pages to update
• Do not put data on 3 subpages where the user has to jump between multiple pages to see or edit the data they need to (unless they need to for security reasons)
○ Make Text Boxes Bigger
• Make them large so that users do not have to scroll to see all of the data
○ Drop Downs
○ NEW ** Actions
15 www.regoconsulting.com
Phone: 1-888-813-0444

(Overview)
• Add tabs related to “My” stuff
• Remove portlets not needed
• Add Communications portlet www.regoconsulting.com
Phone: 1-888-813-0444
16

(Project)
Before After
• Remove Subpages Not Used www.regoconsulting.com
Phone: 1-888-813-0444
17

(Project)
Before
After www.regoconsulting.com
Phone: 1-888-813-0444
18

● CA has TONs of stuff. Often overwhelming. Get rid of stuff. Do not be afraid.
● Do not delete – just inactivate and remove
● Removal examples:
○ Fields
○ Groups
○ Portlets
19 www.regoconsulting.com
Phone: 1-888-813-0444

● We want people to use Clarity to manage by exception
● Email notifications
○ Late Timesheet
○ Late Status
○ Notify of Mixed booking
● Exception portlets to tell them what they should do – use portlets to guide them
○ Late tasks
○ Mixed bookings
○ Unfilled roles
20 www.regoconsulting.com
Phone: 1-888-813-0444

● People relate response time to usability
● “One Click to Value” = Response Time
○ Disney Example – SharePoint link
○ Ohio Example – icon on desktop
○ Mayo Example – reports on list
● Clarity login
○ Slowed by any portlets on the general page (all tabs) – so be careful what is on the general page
● Returning data in portlets = Response Time
○ No page should take more than 5 seconds
• Improve performance of portlets
• Limit # of portlets on the page
21 www.regoconsulting.com
Phone: 1-888-813-0444

● Data must be meaningful
● Have views that recognize the person logged in to provide relevant data
● Group the portlets/views together within pages with multiple tabs all with the same types of portlets/views
● Create dashboard pages with summary portlets
● Use graphs as much as possible to convey points
22 www.regoconsulting.com
Phone: 1-888-813-0444

www.regoconsulting.com
Phone: 1-888-813-0444
23

www.regoconsulting.com
Phone: 1-888-813-0444
24

IT SERVICES
PPM TECHNOLOGY
END USER ADOPTION
2/24/2014

The Landscape
What we Use
The Challenge
Global Implementation
The Strategy
Sequenced Deployments
The Approach Role Based Configuration
Selling and Messaging
Sustaining User Adoption
I T S E R V I C E S 26

The Landscape
 Ideas, projects, timesheets, roles, resource allocations, assignments
 Custom SSO, Resource Load, auto timesheet submit/approval
 Infoview/Webi for PMO, RM, & PM
 Effort based scheduling
 No Financials
 2700 active users (1700 IT) [550 inactive]
 950 active ideas [2500 inactive]
 932 active projects [2564 inactive]
I T S E R V I C E S 27

The Landscape
 Stage gate process; duration based scheduling; financial attributes
 Reporting: Oracle Business Intelligence (OBIEE 11g) & WEBI
 Resource Management: not yet in Clarity
 Scheduling: Microsoft Project (not connected to Clarity)
 500 active users - engaged on project teams or ITM support
 10 Analysts (PMO Specialists); 40 Managers and Executives
 50 Project Managers; 400 Cross Functional Team Members
 250 active projects; 30 active ideas
 Types: Game Changer, Door Opener, Line Extension, Market Expansion, Maintenance, Sustaining, etc.
 Significant financial value in Total Revenue, Incremental Revenue, and NPV
I T S E R V I C E S 28

The Challenge
ANA IT
SEA IT GPM
CORP IT
(EXAMPLES)
The Strategy
GDS
GCR IT
I T S E R V I C E S 29

The Approach
 Team Member, PM, RM, PMO, Business
 Navigation and Content (views, dashboards)
 Less is better guiding principal
 Security based on role (Function) and data access required (Data)
 Auto submit and approval of timesheets
I T S E R V I C E S 30

The Approach
PMO
RM
PM
TEAM
EXEC
REQ
I T S E R V I C E S 31

The Approach
I T S E R V I C E S 32

The Approach
I T S E R V I C E S 33

The Approach
I T S E R V I C E S 34

The Approach
I T S E R V I C E S 35

The Approach
 Theme = Flight
 Cruising Altitude
 Initial Decent
 Final Approach
 Landing
 Use Multiple Channels
 “Basics” NOT “Training”
I T S E R V I C E S 36

The Approach
I T S E R V I C E S

The Approach
I T S E R V I C E S

The Approach
I T S E R V I C E S

The Approach
Global Project Management Deployment
Training: Role based
 PMO Specialist – Admin
 Project Managers
 PM Management
“Idea to Market” Product
Development Process & Portfolio
Communication: Implementation -> Go-live -> Post Go-live
 Surveys
 Demos (followed by feedback sessions)
 Project Updates, Departmental Meetings, Email
 Engaged end-users in development and training
I T S E R V I C E S 40

The Approach
PPM Technology Roadmap 2014 - 2016
1H2014
Clarity v13.1
Deployments
Clarity 13.4
Discovery
2h 2014
Clarity 13.4
Upgrade
Process Definition/Refinement
1H 2015 2H 2015
Clarity 13.8
Assessment
Harmonization
Clarity Enhancement Releases
Clarity 13.8
Upgrade
1H 2016
Trending
2H 2016
I T S E R V I C E S 41

I T S E R V I C E S
Q&A
42

Krupa Shah – Manager
February, 2014

Industry
Mission-critical
client base
innovation
Financial
associates
44 © 2012 Fiserv, Inc. or its affiliates.

Digital Channels Electronic Payments Account Processing
# 1
Online
Banking
Solution
# 1
Mobile
Banking
Solution
45 © 2013 Fiserv, Inc. or its affiliates.
# 1 Bill Pay and
E-Bill Network
# 1
P2P, A2A,ACH
Top 5 Debit
Provider
More than
1
3
U.S. Financial
Institutions

Digital Channels Electronic Payments Account Processing
Online
Banking
Users
Mobile
Banking
Users
23M Active Bill
Pay
Users
55M Debit
Accounts
U.S.
Clients
Deposit
Accounts
46 © 2013 Fiserv, Inc. or its affiliates.

•
•
Increasing Clarity Perception and Adoption
Description: User implementation of Clarity can sometimes be a challenge. With proper guidance from Rego’s team of experts, you will learn to communicate the value of Clarity and increase user adoption within your organization. Rego’s team will reveal the strategies they use to drive adoption and ensure user input.
•
•
•
Current State
6,300 users
•
•
•
•
Modules:
Resource Management
Project Portfolio Management
Time Tracking
Billing
© 2012 Fiserv, Inc. or its affiliates.

-
-
-
-
Business Case, Charter and Mission Statement are critical
Define and communicate why leadership is making the investment
Ensure you are aligned with business objectives
Ensure that your leadership is socializing their support
-
-
-
Know your Influencers and Supporters
Develop relationships with those inside and outside your circle of influence
Build a governance committee or a board of your stakeholders, sponsors and key supporters
-
-
-
-
-
Process first, configure later, customize in the future
Get into the weeds with your users!
There is a process underneath all requirements
Understand the value of processes, document them, and help drive improvement to resolve the challenges
Configure as needed only customize when there is a defined, mature process in place.
-
-
Remember:
Crawl, Walk, Run
48 © 2012 Fiserv, Inc. or its affiliates.

● Comments and Lessons Learned www.regoconsulting.com
Phone: 1-888-813-0444
49

Thank you.
www.regoconsulting.com
Phone: 1-888-813-0444
Contact US
888.813.0444
Email Contact info@regoconsulting.com
Web Site www.regoconsulting.com
50