SharePoint Saturday NY - The Seven Most Important Success Factors for SharePoint

The Seven Most Important Non Technical SharePoint Success Factors
Presented By: Richard Harbridge
@rharbridge

Who am I?
I

Understanding the Non Technical
The Biggest ReasonsSharePoint Projects Fail?
Is necessary to avoid poor…
Shared Understanding of Requirements/Needs
Knowledge around Limitations of the Software (When to use it/When not to)
Estimation of Effort and Schedule Accuracy

Our Goal Today…
From Here To Here

What we will be talking about…
Understanding the ‘Why’ & Making a Decision
Achieving Buy In and Setting Expectations
Determining and Supporting ROI
Implementing Successful Governance
Approaching and Supporting SharePoint
Improving User Adoption
Planning for New Work and Growth

Understanding the ‘Why’ and Making a Decision

Meet Joe
Hi!

At Joe’s Company…

Decision Makers don’t have Enough Information

The CFO needs to Reduce Costs

IT Services Struggles to Keep Up

And
People Are Having Trouble Finding What They Need

So Joe has an Idea!

We can solve our problems with technology!

What does Joe really knowabout his Company’s needs?
Decision Makers don’t have Enough Information
The CFO needs to Reduce Costs
IT Services Struggles to Keep Up
People Are Having Trouble Finding What They Need

Even if Joe understands the needs of his workplace…

Technology is never
the whole solution

Let’s say Joe does understand the needs of his organization
What’s Next?

Research

Joe doesn’t really like research…
This is boring…

So Joe decides…
Awesome!
Not as awesome.

Since Everyone in Joe’s Company uses Microsoft Office…

SharePoint is the Perfect Fit!

Map the needs of the organization to the right technology…

Perform in depth product comparisons and evaluations

Like this
one…
Excerpt of Product Comparison written by Richard Harbridge courtesy of Concept Interactive

This is important as Microsoft alone has a quite a few…
Dynamics AX
Dynamics CRM
Dynamics GP
Dynamics NAV
Dynamics POS
Dynamics RMS
Dynamics SL

2007
Online
On Site
Even SharePoint has multiple options
2010

It’s not just a feature to feature comparison

So Joe does all that good research and…

SharePoint is a part of his overall Enterprise Technology Plan

The Outcome
Joe has made an educated and informed decision based on the businesses needs.

What to watch out for…
We have to define our needs carefully if we want to pick the right technology.

Before we begin…

Let’s Talk About Perceptions

People See Different Things

Perceptions Impact Motivation

Joe is on a mission.

Joe has to convince IT Services, the CFO and Decision Makers

We are going to help Joe out with an exercise!
Thanks!

What is the most important thing to IT Services?

COST OF OWNERSHIP

What are some ways we can convince IT Services?

Cost of Ownership (IT)
The Biggest Point to Share is:
SharePoint eventually allows Business Users to develop and implement business solutions that use technology without IT’s involvement.
The Reality:
IT doesn’t want to learn/support a new technology.
SharePoint’s integration is invaluable to IT.
A unified application delivery platform like SharePoint can greatly reduce costs, time and effort for new work.

What is the most important thing to the CFO?

NUMBERS

What are some ways we can convince the CFO?

Lets Talk Numbers (CFO/Finance)
SharePoint is worth the initial investment and ongoing costs.
The Reality:
It is a costly investment and costly on going expense.
Money can be invested to always generate a return.
You need to have measurement, account for risk, and have some expectation of return (quantifiable) that makes it worth the initial investment/on going costs.

What is the most important thing to Decision Makers?

Add Value

What are some ways we can convince Decision Makers?

Add Value (Decision Makers)
SharePoint improves productivity, reduces waste, and improves visibility to help drive better decision making.
The Reality:
It takes time and investment to reach the point all managers and executives want.
Productivity gain can be difficult to measure, as can reduction in waste.

Buy In and Expectations Tips

Map Solutions to Objectives
 Direct Relationship Indirect Relationship

Explain Information Overload
Information
Information
Information
Information

Explain Scalable Architecture

What’s the expectationwe have to set?

It Takes Time

SharePoint Solutions (Evolution)
*Super Simplified

The Outcome
Joe has achieved momentum and buy in.

Joe must carefully manage expectations and maintain the momentum.

What about this guy?

How do we get here?

METHODS FOR EVALUATING ROI
Return on Investment

Evaluating With Discounted Cash Flow
Show expected cost and return over multiple time periods.
Remember to ‘discount’ values to account for cost of capital impact and the fact $5 dollars today is worth less than $5 in the future.

Evaluating with Real Options Analysis

Evaluating with Monte Carlo Analysis

There are different ways of calculating ROI evaluate what works best for you
This is almost as boring as research…

ROI Advice and Tips

Excel has wonderful Formulas

The Simplest ROI Formula Ever
Estimated Value
Even I can do it!
Estimated Difficulty

Examples
I have a difficult requirement. It’s an 8 in difficulty (out of 10).
I have an easy requirement. It’s a 2 in difficulty (out of 10).
The expected value of the difficult requirement is 4 (out of 10).
The expected value of the easy requirement is 6 (out of 10).
Estimated Value
Estimated Difficulty

ROI (traditionally) Measures Financial Impact

ROI analysis doesn’t cover ‘non-financial impact’ or ‘increased potential’
STILL
IMPORTANT
Improved Relationships
Improved Know-How
Website/Intranet Visitors
Improved Morale
Improved Skills
User Complaints
Increased Connections
Positive Word of Mouth
Innovation
Click-throughs
Employment Applications
Comments
Negative Word of Mouth
Better Reputation

Example of Non-Financial Measurement

Public Statisticscan help…
Typical workers produce 3+ GB of data per year.
30% of a typical workers day is spent searching for information.
In a 1,000 employee company lost productivity costs approximately $5 million a year.
Source: “The Enterprise Workplace,” IDC, 2005
Source: IDC, 2003
Source: “Hidden Costs of Information Work,” IDC, 2006

Statistics within the Organization are better.
20% of our IT Support people who travel do not have access to our IT policies and support documents when travelling.
4 out of 5 of our workers do not know that we have an employee disaster relief fund.
Currently we pay for full licensing on 7 different enterprise document management solutions.
Source: “Support Review Q4,” IT, 2010
Source: “HR Employee Benefits Survey,” HR, 2010
Source: “Financial Audit of Licensing Costs,” Finance, 2010

Break it down.

IS
Use them.

SharePoint Deployment Planning Services (SDPS)
https://www.partnersdps.com/Pages/ToolsSupport.aspx

Rapid Economic Justification Guide
http://www.microsoft.com/business/enterprise/value.mspx

MEASURE THE RIGHT THING

What you don’t want.
Don’t lose perspective.

The Outcome
Joe is measuring effort effectively to improve return on investment.

Fear of bad estimation leading to not estimating at all. Vaguely right is better than precisely wrong.

What is Governance?

GOVERNANCE IS REQUIRED

What does that mean?
Without effective governanceorganization, performance, andcapability are significantly reduced.

Without Governance

So how do we do it?

Teamwork is Key
There are typically 5 teams for SharePoint Governance:
Business Strategy Team
Technical Strategy Team
Tactical Teams:
Tactical Operations Team
Tactical Development Team
Tactical Support Team

Identify patterns.Plan for patterns.Execute patterns.

I think I see a Pattern.

Executing Governance

The Result:

Governance Documentation
Aggregate/Reference Document(Contains all SharePoint Info – Single Point of Reference)
Objectives/Priorities (Tech/Business)

Operations Documentation
Objectives/Priorities
Disaster Recovery Plan
Deployment Process, Policies, and Schedule
Storage and Quota Policies
Monitoring Plans
Maintenance Plans
Service Level Agreements
Etc…

Support Documentation
Objectives/Priorities
Site Classification and Platform Classification
Site Provisioning Process/Questionnaire
User Expectations Agreement
Roles and Responsibilities
Support Agreement(s)
Training and Communication Plans
MySite Policies (Pictures)…

Development Documentation
Branding Guide
Workflow Policy
SharePoint Designer Policy
Development Standards
Testing Requirements
Etc…

IS
Use them.

Governance Checklist

TechNet, Community and More..

With Governance

The Outcome
Everyone Achieves a Shared Understanding of SharePoint Related Processes

Not just documents, policies, and procedures. It is an active and ongoing process.

What is the best approach for SharePoint Implementations?

ITERATIVE APPROACH

Why Iterative?
SharePoint is a very large platform.
It takes time to understand SharePoint.
SharePoint is great for rapid prototyping, and for proof of concept work.
It ensures there is enough time to review, adjust, and communicate.

CommunicationPlanning

TheCommunicationPlan
Will act as a binding agreement (forces you to carry through).
Helps keep communication focused.
Helps prevent unwanted surprises.

CommunicationTips
Use pictures and more pictures.
Explain as much as you can (Pros/Cons).
Solidifies decisions and allows themto explain to anyone who asks.
Ask every question three times in three different ways.

SupportPlanning

Don’t forget you aren’t superman.
(Sorry Joe)

Multiple Tiers for Escalation
(You can’t know everything)

Measure Support
Learn and use data to be proactive.

Diversify Support
resources/mediums
Books and Manuals
Online
MSDN
TechNet
Blogs
Cheat Sheets
One on One
Classroom Training
Forums
Help
Etc

Useful, digestible trainingsessions (less than an hour)
Workshops > Presentations

Avoid too much too fast.Keep it simple.
It’s like learning to drive.

IS
Use them.

Productivity Hub

Stand Alone/Portal Edition Training

SharePoint Learning Kit

Support Tip…

RESPOND
You never want to give the IT busy signal, or support busy signal.

The Outcome
SharePoint is supported effectively.

The training and support can be costly in time and resources.

Improved User Adoption

User Adoption

How do we get successful User Adoption?

USERS MUST UNDERSTAND THE VALUE

Successful User Adoption Requires…

User Adoption Advice and Tips

Do a video like this one…

High Availability, Mobility and Accessibility also lead to better User Adoption!
SharePoint Workspace/Groove, Outlook Integration (Offlining), Mobile and More

Cultivate and promote the
right culture.

Create an Identity and Brand
Branding should make it easier, and more effective.

Focus on those on board/ready.
People who already want it.

Make it Fun!
Hold Contests, Scavanger Hunts and Other Activities

Use what they love.
If they love using outlook focus on using that as a leveraging point.

Say Thank You

It’s okay to be proud.

Reward super users with achievements.
Then promote the desire to get rewards.

Create a SharePoint Showcase
Good Idea!
Where users submit and show off
their SharePoint “Solutions”

Make it easier to work with

IS
Use them.

What used to be GearUp…
http://sharepoint.microsoft.com/rampup/sharepoint/pages/evaluate.aspx
The Kit is !
Buzz
Sweet

Walk your own talk.

The Outcome
SharePoint is successfully adopted by a large enough group of users to be deemed successful.

The build it they will come approach will not work alone.

What about New Work & Growth?

Spend time in advance building a channel for new work.
Avoid the flood.

Know your limits

Growyour team

Knowyour team
Developers(s)
Administrators(s)
Architect(s)
Business Analyst(s)
Project Manager(s)
Site Administrator(s)
Super Users(s)
Trainer(s)

Cultivatenew work! It’s a good thing.
This boosts user adoption! (More functionality and dependency over time)

The Outcome
The SharePoint Implementation continues to grow, expand and provide more value.

You need to plan support for new work/requests otherwise people will lose confidence.

Recap: Non Technical Issues…
Often are the Big Reasons Projects Fail
Shared Understanding of Requirements/Needs
Knowing the Limitations of the Software (When to use it/When not to)
Estimating Effort and Schedule Accuracy

So being successful requires…
Understanding the non techincalas well as the technical.

Success Factors…
Understanding the ‘Why’ & Making a Decision
Improving User Adoption
Understand Business Needs and Map to Them
Share Alignment, Vision and Expectations
Use Measurements to Improve and Return More
Use Team Work And Execute With Patterns
Be Iterative, Leverage Everyone, and Respond
Share the Value and Successes
Manage your Capability and Priorities

Thank You Organizers, Sponsors andYoufor Making this Possible.
Questions? Ideas? Feedback? Contact me:
Twitter: @rharbridge
Blog: www.rharbridge.com
LinkedIn: www.linkedin.com/in/rharbridge
Email me at: richard@rharbridge.com
My company: www.Allin.com

SharePoint Saturday NY - The Seven Most Important Success Factors for SharePoint

by Richard Harbridge on Aug 06, 2010

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