Join CUNA Mutual Group as we highlight best practices for adding additional business units into Workfront. You’ll walk away with a Quick-Start User Guide; an onboarding plan; a training plan; and tips on how to create portfolios, programs, queues, teams, groups, and job roles to support your new business unit. Plus, we’ll share lessons learned on governance, administrator roles, and other uses of Workfront.

2. Business Users
Leanne Neild
Process & Quality Consultant,
CUNA Mutual Group
Your Quick Start Guide to Setting Up Multiple
Business Units in Workfront
Angie Simon
Marketing Operations Specialist,
CUNA Mutual Group

3. Goals of Session
• Share our Workfront experiences and
implementations
• Provide tips and tools to create consistency
across Business Units
• Highlight best practices for administration
• Reinforce action you can take NOW!

4. Our Workfront Experience
2015
2 Business Units
20 Users
1 Queue
5 Groups
72 Custom Reports
2016
5 Business Units
350 Users
7 Queues
37 Groups
278 Custom Reports

5. Initial Workfront Implementation
• Implemented one Business Unit and Request Type at a time
• Created Portfolios to isolate and route work using Queues
• Learned the importance of how groups, teams, and layout
templates functioned
• Understood Business Unit needs and tailored set-up
• Created an Enterprise Roadmap to “test” functionality
Best Practices

6. Sample Enterprise Roadmap
Tip: understand
definitions before
starting
• Groups
– Share and associate to
tasks and projects,
custom forms, view
access
• Teams
– Make assignments to
Queues
• Layouts
– what a person sees

7. Corporate Onboarding Template

8. Corporate Onboarding – Administration
TIP: Provide a Quick Start User Guide
– Linked the Guide to the New User email

9. Corporate Onboarding – Portfolio/Programs
TIP: Having a well-defined
Portfolio and Program set-up
for each of your Business Units
will simplify reporting

10. Corporate Onboarding – Expenses
TIP: When a new Business Unit wanted to use the
Expenses feature in Workfront, we added info tasks to the
Corporate Onboarding Plan to set a baseline for the rest of
company

11. Corporate Onboarding – New Team Request Queue
TIP: Start simple and learn what’s useful

12. Corporate Onboarding – Request Queue
Example of multiple queue topics for one Business Unit
TIP: Make a Business
Unit’s Request Queue
only available to the
members of the
queue’s group so
employees don’t see
queues they don’t
use/need

13. Corporate Onboarding – Queue Routing
Sample of DTC Routing Rules vs. B2B Routing Rules
TIP: Accurately defining
new “First Look” teams
in the Administration
portion of the
Onboarding plan
prepares you for queue
setup and routing

14. Corporate Onboarding – Project Templates
TIPS:
• Encourage Business Units to use existing documented process steps they
have (in Excel, Visio, etc.) as a blueprint for creating project templates
• Not every Business Unit may use Issues vs. Tasks vs. Projects so help
them determine the best process

15. Corporate Onboarding – Rollout Planning
TIP: Pilot a work request or project that has little
disruption to day-to-day work and processes

16. Corporate Onboarding – Training
Workfront Training for New Team Member(s)
• Standard Operating Procedures by Business Unit
• Training docs
– Created different materials for different license types,
customized by Business Unit
– Complimented, not replaced, Workfront help site
• All of our training links to the Help site
• Focus on department-specific procedures

17. Corporate Onboarding – Training

18. Corporate Onboarding – Reports
TIPS
• Define reporting needs as part of the team’s success metrics
(in Administration steps)
• Ask: Are all custom fields that need to be reported on accounted for?

19. Corporate Onboarding – Post Implementation
Review (PIR)
TIPS:
• Create a Request Queue for submitting feedback live during the pilot
and review during PIR
• Schedule ASAP after the pilot project completion so that events
are fresh

20. On-Going Administration
• Created administration team
– Supported consistent use by Portfolio
– Met monthly to share questions, troubleshoot and learn from
other Business Units
– Created a shared repository for meeting minutes
– Shared Webinar learnings
• Designated Power Users by Business Unit to own
day-to-day functionality
CUNA Mutual Group Best Practices

21. Benefits of Multiple Implementations
1. Centralized request process =
2. Created cross project collaboration and visibility
3. Eliminated manual data collection
4. Dispelled myths about rework
• Myth: “lots of strategy updates each campaign”
• Fact: 70% of strategies had 1-2 versions

22. Benefits: Multiple Implementations Continued
5. Streamlined proofing comments process for consistency
6. Centralized repository for repeating jobs
7. Planned for future work based on Requests

23. Actions You Can Take Now:
• Use data to make good decisions & dispel myths
• Leverage Administrators & Champions’ knowledge
• Use Workfront Online Help & Community
– Open Tickets for help, bug requests, and product
enhancements

24. Actions You Can Take Now Continued:
• Use or buy Workfront consulting hours to gain
expertise with unfamiliar topics
• Focus on small wins and gain user buy-in
• Keep learning!