Pre-Con Ed: CA Project & Portfolio Management: The Lost Art of User Adoption

World®
’16
CA Project & Portfolio Management:
The Lost Art of User Adoption
Amy Skaar/CA PPM Practice Director/WinMill Software
AMX71E
AGILE MANAGEMENT

2 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

Abstract
The importance of an effective PPM solution is undisputed. Companies around the world have
been using CA PPM for more than ten years, and new companies are deploying it every day.
With such a huge install base and so much historical use, why then do some companies still
struggle with successful deployments?
It all comes down to The Lost Art of User Adoption.
We pat ourselves on the back for designing and implementing the perfect PPM solution, but too
often we assume that our users understand the how and the why as well as we do. And when
we turn the new system over to them, we are surprised when they question it, or outright reject
it. In hindsight, a small investment in User Adoption would have gone a long, long way.
In this 60 minute class we’ll cover:
• Why User Adoption Matters
• It Seems Expensive! Is It Worth It?
• Understanding the Challenges
• One Size Does Not Fit All – Designing the Perfect User Adoption Program
Amy Skaar
WinMill Software
CA PPM Practice
Director

Abstract
Amy Skaar, PMP is the CA PPM Practice Director at WinMill Software where she
manages CA PPM implementations coast to coast. Previously, Amy worked as a
PMO Manager at a regional utility.
As a PMI certified project manager, she has over 20 years of experience managing projects and
has provided strategic consulting services to many Fortune 100 companies like Microsoft and
Yahoo!.
In addition to her project management experience, Amy also has deep knowledge of
instructional design and training, and has created and delivered training for a variety clients in
many business sectors.
Amy Skaar
WinMill Software
CA PPM Practice
Director

Agenda
WHY USER ADOPTION MATTERS
WHAT ARE THE CHALLENGES
WHAT ARE THE SOLUTIONS
Q&A

@CAWORLD #CAWORLD © 2016 CA. All RIGHTS RESERVED.6 @CAWORLD #CAWORLD
Why User Adoption Matters

To Gain the Benefits of the New System
§ A system only provides value if it
is being used
§ The initial expense of the
implementation is wasted
without buy in and usage
§ Without adoption, the initial
problem that spurred the
implementation goes unsolved

To Have Actionable Information
§ Making sure your team is aligned
on process is necessary for data
quality
§ Without trust in the data, how
will you make decisions based on
that data?
§ Supporting and training your staff
is an essential part of having
reliable information
Reliable
information
from which to
make decisions
Data
Quality
Aligned
Behavior

Morale
§ Training and supporting your staff
gives them tools to be successful
§ Morale comes from being
included and valued
§ A happy team member is 12%
more productive
https://www.fastcompany.com/3048751/the-future-of-
work/happy-employees-are-12-more-productive-at-work

Results of Poor User Adoption
Frustrated
End Users

Frustrated
End Users
Duplicate
Efforts

Frustrated
End Users
Executive
Doubt
Duplicate
Efforts

Frustrated
End Users
Executive
Doubt
Duplicate
Efforts
Difficult Road
to Success!

Installation Does Not Equal Adoption
Source: http://sandhill.com/article/2012-it-adoption-insight-survey-reveals-disturbing-level-of-enterprise-productivity-loss/

What Are the Challenges?

Adoption Challenges
Work Outside
the System
Need for Speed =
Design in a
Vacuum
Poor
Communication
No Way to Know
if Things are
Improving

Work Outside the System

Need for Speed = Design in a Vacuum
Tool implementations sometimes
are done quickly, without
soliciting feedback from users
A lack of involvement by users
can hurt user adoption and leave
users feeling like they are being
dictated to

Poor Communication

How Will You Know if Things Improve?

“Before we addressed the user adoption issue,
we had a timesheet compliance of about 50%.
It was good to have that baseline, because after
we trained the staff and implemented our
communication plan, we were able to reach a
100% compliance in just a few cycles. It was
huge to be able to report on that improvement.”
Jen
Dunham
Sr. Business
Operations Manager
Cisco Learning

It Seems Expensive, Is it Worth It?
Cost
Benefit
Metrics

It Seems Expensive, Is it Worth It?
Cost
Benefit
Adoption
Metrics

Where Does your Organization Stand
Can you identify the vision for your PPM implementation?
Is work still being done outside the system?
Can you produce reliable reports for executives?
Is there a defined communication plan? How do users get updates?
Do you have defined success metrics?

What Are the Solutions?

The Art of User Adoption is to Change…
Opinions Habits
Activities

…Using Four Primary Tools
Leadership Communication
Training
Positive
Environment

30 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Leadership
Implements the
Vision
Understands and
Enables the Team
Models New
Behavior

A Story about Bugs…
The Result
100% of Bugs were Fixed The Team was Proud of the Product
The Solution
Find the Reason for the Low Morale Give the Team Autonomy
The Behaviors to Change
# of Bugs Fixed per Day was Low Bug Regression was High
The Problem
Too Many Bugs
Over 80 Million
Customers Impacted
Only Weeks
Remaining to Ship
Low Team Morale

How to Find (and Solve) the REAL Roadblocks to Adoption
••Solicit input, OFTEN
••Stop by offices, participate in hallway conversations
••Listen for cultural issues that might be unspoken
Listen
••Just because things have been done one way so far, do they need to continue to be done that way?
••What are creative ways to solve the issues?
••Be willing to try something new
Question Everything
••When they give you suggestions, if at all possible, try them out
••Bring feedback to Senior Leadership, advocate for the team
Ask the Team for Solutions

Communication!
Executive Sponsors External Experts
Internal Champions Regular Messaging

Executive Sponsors
Format:
Written and/
or Short
Video
Background
as to why a
PPM Tool
What the
business
needs from
everyone to
be successful
Where to get
more
information
A positive
conclusion

Internal Champions
§ Power Users can become your best
evangelists
§ Provide opportunity for users to share tips
and tricks
§ Take the time to recognize internal
champions in a public setting

External Experts
§ Have a plan in place to get help when your
internal experts are stumped
§ CA PPM experts can resolve problems quickly,
and reduce user frustration
§ Communicate this support plan to your team –
it adds a level of reassurance

Regular Messaging
Don’t Stop
Make it Interactive
Surveys Shout-Outs
Variety
Email Posters Video Meetings
Create a Schedule
Weekly Monthly Quarterly

The Importance of Training
http://www.sharepointanalysthq.com/2013/05/sharepoint-user-adopotion-no-pain-no-gain/

Training – One Size Does Not Fit All

Training – One Size Does Not Fit All
1 on 1
Mentoring
Instructor
Led
Computer
Based

How to Create a Positive Environment
Make Jobs
Easier
User Support
Plan
Friendly
Competitions
Feedback
Loops

Make Jobs Easier
Then
••Physical
signatures
••Spreadsheets
••Laborious Status
Reports
Now
••Electronic
approvals
••CA PPM Project
List and Gantt
••Status Reports
based on Real-
Time Project Data

A User Support Plan
A Central Location
for users to get
help
Are there mentors
identified who can
handle the tough
questions?
How will feedback
be collected,
tracked and
resolved?
Survey users often
to get feedback,
and collect metrics

Friendly Competitions
§ Make it fun
§ Make it measurable
§ Design competitions to
create habitual behavior

Feedback Loops
Define metrics
Measure
current state
Survey
regularly
Calculate
improvements
Share success
often

Define Metrics that Matter
Common Questions
What are people working on?
Are people working on what they’re being asked to work on?
Is the project on schedule?
Is the project on track with budget?
Are we working on the right things?

Define Metrics that Matter
Common Questions Measurement
What are people working on? Timesheet compliance %
Are people working on what they’re
being asked to work on?
Allocation discrepancy %
Is the project on schedule? Schedule vs baseline
(aggregated across all projects)
Is the project budget on track? Budget vs baseline
(aggregated across all projects)
Are we working on the right things? % spend by priority category
% hours by priority category
% projects by strategic initiative

Share the Success and Focus on the Positive!

“We were asked by the State to provide rate
case information. Instead of the request taking
a dozen people and a month of effort, one
person was able to complete the job in about
five hours because all the data was in CA PPM.
Most importantly, we were able to trust the
data because we invested the time in training
and supporting the PM’s.
It made all the difference.”
Terri
Echegoyen
Resource Manager
Avista Utilities

What’s in it for Me?
Help users become invested
EARLY in the solution
Measure
Make success
visible to users
Is Help Easy?
Create an adoption
center of excellence
Encourage
Evangelism
Encourage positive
gossip and PPM
champions
Define the Vision
Clearly articulate the value of
the change to the organization
The Roadmap

Questions?
Amy Skaar
CA PPM Practice Director
WinMill Software
askaar@winmill.com
www.winmill.com

About WinMill Software
Founded in 1994
Headquartered in New York City
Staff located across North America
CA Clarity Partner since 2006
(Niku since 2004)
650+ Clarity Implementations
Thought Leader in
Project & Portfolio Management WinMill Software
inquiry@winmill.com
888-711-MILL (6455)
www.winmill.com

Pre-Con Ed: CA Project & Portfolio Management: The Lost Art of User Adoption

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Pre-Con Ed: CA Project & Portfolio Management: The Lost Art of User Adoption