Transcript Lessons Learned for Successful Adoption eRoom

Lessons Learned for
Successful Adoption eRoom
Terry Barash
Ford Motor Company
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
Agenda
Adoption at Ford
What our Users Think
Benefits to Ford
Lessons Learned for Successful
Adoption
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
eRoom Adoption at Ford Motor Company
2,300 eRooms
67,000+ eRoom members
26,000 active members (login in the past 4 weeks)
eRoom Ownership
by Organization
PRE AUTO
15%
MKT
7%
MFG
13%
PD
34%
PURCH
5%
OTHER
18%
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FIN HR
4% 4%
Lessons Learned for
Successful Adoption of eRoom
Ford eRoom
Customer Survey – 2003
The Results are in…
10
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Lessons Learned for
Successful Adoption of eRoom
Survey Results
How useful is eRoom to you?
52% Integrated into Business
94% responded that
eRoom is a part of
their business
process
1% Not useful, don’t see
how it can be used
5% Not useful,
but see potential
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23% Business Depends
on eRoom
(can’t live without it)
19% eRoom helps with business,
but could manage without it
Lessons Learned for
Successful Adoption of eRoom
Survey Results
67% Agree – Documentum eRoom is a critical
and competitive differentiator for Ford Motor
Company.
34% Agree
2% Strongly Disagree
20% Slightly Agree
6% Disagree
4% Slightly Disagree
13% Strongly Agree
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21% No Opinion
Lessons Learned for
Successful Adoption of eRoom
Benefits to Ford
Business Value
Benefit: Business Impact
Time Savings
Key groups are using Documentum eRoom to increase data sharing, integrate
process data flow, and increase the speed of accessing documents. Manhours savings throughout the use of eRoom have been identified regularly.
Build Strong
Relationships
Documentum eRoom supports the extended enterprise and can leverage
communications with our suppliers and other business partners making it
possible to manage design and release activities across the supply chain.
Bottom Line
Savings
Reduce travel cost and less need for collocation resulting in reduced
relocation cost. Additional savings in reduced audio and video conferencing
cost, reduced information transmission cost for fax, printing and information
hand-off.
Future
Development
Cost Avoidance
Documentum eRoom has replaced the function of departmental web sites
reducing the time and cost required by departmental webmasters.
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Lessons Learned for
Successful Adoption of eRoom
How did we get here?
Customer Relationship Manager
Consulting
Provide Access to Resources
Education and Training
Customer Forums
Internal Marketing
Customer Feedback
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
Customer Relationship Manager
Critical to successful adoption
Staff this role up if possible
Someone focused on the "people deployment"
- speaks their language (not tech talk)
Determine how customers (end users) are
using eRoom(in a broad sense)
Determine how other companies are using
eRoom(best practices, lessons learned)
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
Customer Relationship Manager
Capture voice of the customer
Determine if customers find eRoom
valuable? How valuable?
What else do our customers need eRoom to do
(requirements)?
The main interface between IT and the
customers
Help the Product Manager refine future eRoom
requirements
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
Customer Relationship Manager
Work with the customers to make them aware
of eRoom capabilities
Promote the use of eRoom by highlighting how
others are using it
Provide customers with resources that enable
them to fully take advantage of eRoom
Lead Customer Awareness Programs that
increase customer value
Can't stress enough how important this role is
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Lessons Learned for
Successful Adoption of eRoom
Consulting
Breed eRoom experts
Hands on
Help with designing and setting up eRooms
around business process
Central focal point
Sharing best practices and
Lessons learned
Reduce time spent reinventing the
wheel
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Lessons Learned for
Successful Adoption of eRoom
Provide Access to Resources
Make it simple - website
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Lessons Learned for
Successful Adoption of eRoom
Provide Access to Resources
eRoom News
What’s New
Coming Soon
About eRoom
What is eRoom and what it isn’t
Do I need an eRoom?
Features and Benefits
Create an eRoom
Self service eRoom registration
Totally automated no IT intervention needed
Using eRoom
FAQs
Training Classes and Materials
Webinars
Getting started
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Lessons Learned for
Successful Adoption of eRoom
Provide Access to Resources
Coordinator tools
Suggested resources for eRoom coordinators
Best Practices
Hints and Tips
ex: Bookmark your eRoom, Set notification on
important documents
Smart Practices
ex: Plan your eRoom, eRoom Ownership
Help
Step by step process for getting help
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
Provide Access to Resources
Effective Tools for Productive People
Lessons Learned for
Successful Adoption of eRoom
Education and Training
Customary "how to" training
Classroom, On-line Tutorials
Training materials for self-starters
Manuals, Quick Ref. Guides, etc.
“Business Process” workshops
Webinars
Easier for users to attend
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Lessons Learned for
Successful Adoption of eRoom
Customer Forums
Collaboration customer forum
Conducted via web and audio conf.
Global participation
Participate in person or remotely
Share latest news
Share best practices
Actual users (non-IT) will present their best
practice – user to user
Another avenue to interact with users
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Lessons Learned for
Successful Adoption of eRoom
Market, Market, Market
Treat it like a business
Word of mouth
Target key initiatives
6-sigma projects
Supplier relations, etc.
Target key user communities
Project Management
PD engineers, etc.
Brochures
Newsletters
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Lessons Learned for
Successful Adoption of eRoom
Customer Feedback
Survey Customers
Satisfaction
Performance
Reliability
Support
Training
Value
Benefits
Relevance to job
Savings (hard and soft)
Future enhancements/integrations
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Lessons Learned for
Successful Adoption of eRoom
In Summary
Adoption of eRoom is viral
Integrated in many business processes
A key enabler
Many Benefits to Ford
End-user support is critical to successful
adoption
Effective Tools for Productive People
Lessons Learned for
Successful Adoption eRoom
Terry Barash
Ford Motor Company
Effective Tools for Productive People