New Challenges in Could Adoption - The Users!

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New Challenges in Could Adoption - The Users!

  1. 1. New Challenges in Cloud Adoption - The Users! May 31, 2012
  2. 2. Agenda1:INTRODUCTION2:BUSINESS PROBLEM3:CHALLENGES WITH TRADITIONAL CHANGEMANAGEMENT4:FUTURE OF CLOUD USER ADOPTION © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 2
  3. 3. 1:INTRODUCTION © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 3
  4. 4. Our Perspective on User Adoption Holistic Approach People Process We Help Organizations• Develop short-term and long-term user Culture adoption (UA) strategies Technology• Rescue IT projects from UA failure• Administer UA program infrastructure Beware: marketers and• Develop UA skills in others charlatans have taken over the term “user adoption” © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 4
  5. 5. Key Questions “Can They Use It?” “Will They Use It?” “Who Will Make it Happen?” © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 5
  6. 6. 2:BUSINESS PROBLEM © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 6
  7. 7. The Cloud: what’s changed? Faster “Easier” Low up-front costs Constant evolution Transfer UA risk © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 7
  8. 8. Cloud Shifts Focus and “Success” Success is only achieved when your system is used © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 8
  9. 9. Unintended Consequences © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 9
  10. 10. Trouble for Vendors Change of Revenue Model • Up Front Cash  Annuity • Profitability requires long-term relationships • Customer retention is higher priority than ever Need to align with client outcomes • 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 © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 10
  11. 11. Trouble for Clients Accelerated & Constant Change • Faster deployment <> Easier adoption • Less time for change efforts prior to go-live New Focus • Need to spend more time after go-live New Resource & Skill Requirements • 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 © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 11
  12. 12. Trouble for Users Constant Learning Curve • Regular system enhancements & changes • Additional learning required with each release • System and process changes Need Information to Drive Behavior • 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 © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 12
  13. 13. 3:CHALLENGES WITH TRADITIONAL CHANGE MANAGEMENT © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 13
  14. 14. Problems with the approach (Traditional CM) … Techno – not business focused – change management • Aligns users to system, not to performance Technology-centric training • Point & Click (system-use focus) • Skips job performance & other skill development • Not focused on “learning,” but delivering “training” Ineffective communication • 1-way • Focused on “selling” and WIIFM • Assumes people will have no choice © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 14
  15. 15. …Delivers problems with the results One & Done Go Live & Go Home Train & Blame © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 15
  16. 16. 4:FUTURE OF CLOUD USER ADOPTION © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 16
  17. 17. Making Cloud Adoption Work Tech moves faster than organization • Change & UA needs to keep pace with tech change • Need to move faster • Retro fit adoption efforts Need to respond to ongoing change • Need to enable users to manage constant learning needs Resulting in… • New approaches to UA required • Sustain adoption efforts over life of the system © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 17
  18. 18. What Do the New Methods Look Like? Behavior and performance management issues, not just technology issues © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 18
  19. 19. Put it into action: Build your own UA Program Effective user adoption programs require specific activities, deliverables, & resources © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 19
  20. 20. …or use a prebuilt, cloud-enabling UA Program UA Keeps Pace with Technology • Prebuild the UA program infrastructure • Preload initial core content Outsource Skill & Management • 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 © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 20
  21. 21. 5:RESOURCES & CONTACT INFORMATION © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 21
  22. 22. Free user adoption resources http://cloudslam.TriTuns.com eBook Assessment Insights & Tips © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 22
  23. 23. Contact For more information please contact: Jason Whitehead CEO 703-652-0887 jwhitehead@TriTuns.com http://cloudslam.TriTuns.com © 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC 23

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