3 Crucial Change Management Models to Help Your Company Adopt New Technology

In the Technology Age we are constantly bombarded with new initiatives, new technology and the latest Shiny New Toy.  Generally our leaders set us on a course of technology adoption with minimal consideration or involvement from those individuals that must use this Shiny New Toy.  As a Technology Provider we find this consideration (or the lack of) a critical point for the success or failure of a given endeavor.  Management teams that support the use of a project or organization level Change Management strategy can dramatically improve system adoption, investment realization, employee satisfaction and performance.  In the sections below you will find multiple approaches that have been successfully adapted and used in technology engagements.  The specific model is not important, but using one may just be the key to consistent success.

Navigating organizational change at a project level cannot be done in a vacuum.  It must consider and involve the full project team and any external influencers.  Consistently articulate and support the relationship between the project team and related business resources. Define the roles and responsibilities. Work deliberately to create a partnership with a singular goal in mind—delivering the intended results and outcomes of the project.

There are a number of change management models that can be uses to successfully assess and implement a change. Each of these models include a number of activities or practices to follow in making organizational or technology changes.

McKinsey 7-5 Framework

The McKinsey 7-S Framework, developed by Thomas Peters and Robert Waterman is a popular approach.  It provides methods for assessing the current state of an organization, the future state and what needs to change.  It addresses seven key factors: shared values, strategy, structure, systems, style, staff and skills.  With a technology change this structure could be used to address impact on the business team based on its core values, skill sets, strategy, etc.  The objective is to look at the various aspects to gain an overall perspective of the change and its true value.

Kotter’s Eight-Step Change Model

A second type of change management model is Kotter’s Eight-Step Change Model, developed by Harvard Business School professor John P. Kotter.   This eight-step process is fairly simple and straight forward.  It focuses on acceptance and preparation for the change, rather than the specific change.  The idea here is to ease the transition into a new approach.

ADKAR Model

Last but not least is the The ADKAR model, created by Jeffory Hiatt (founder of Prosci).  The ADKAR model uses a bottom-up approach which focuses on the individuals that need to change.  It’s not a strict set of steps, but more a set of goals used to effectively plan for a change.  It focuses on the individuals’ needs rather than the technical aspects to achieve success.

Change management at the project level is important for benefit realization and value applied to a particular initiative.  It is a structured approach to create logical strategies and processes to improve employee adoption and usage. It is a way to help achieve the intended benefits, realize ROI, mitigate cost, risk and create value.  It is an important tool that can make projects and initiatives are more successful.

Take time to explore the various models and take what is valuable to you.  Stay flexible when following a model and adjust the approach to your team, rather than following it too rigidly. At a personal and organization level the way change is perceived and accommodated is unique based on your cultural norms.  There is no right or wrong approach, having one is the key.

Feedback is always welcome.  We would love to hear how your organization approaches change management with technology projects.

Have change management questions? Contact us today!

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Considerations for Moving From On-Prem to Cloud

Experts today are continually barraged with data about the cloud. It appears to be each different business is using cloud-based programming, leaving those as yet utilizing on-premise arrangements thinking about whether they, as well, should switch. Organizations are rushing to cloud arrangements on the grounds that there are numerous a large advantages than there are with on-prem arrangements. Here are some of the regularly said reasons cloud setups are better.

COST EFFECTIVE

Cloud arrangement suppliers by and large charge some kind of month to month expense.  This rate might be paid every year or month to month and can either be for each client cost or a cost that incorporates a set scope of records. In return for this charge, you’ll have the capacity to set up accounts until the point when you achieve the most extreme, overseeing secret word resets and record evacuations and augmentations utilizing an authoritative gateway.

Rather than depending on CDs or a site download to introduce the product on every gadget, you’ll have programming that is prepared to utilize. Permitting charges are incorporated into the price tag, so your IT group will never again need to stay aware of your product licenses to ensure the greater part of your introduced programming has been obtained.

TECHNICAL SKILLS

With such huge numbers of private companies and new companies in the business world today, technical support is no longer a choice. A SMB for the most part can’t bear the cost of a full-time IT bolster individual, not to mention the high cost of a server chairman. This implies depending on neighborhood organizations to offer help on an as-required premise, which can accompany a heavy for every hour sticker price. Along these lines, the organizations that do have on-introduce programming will regularly depend on remote help, which is outsourced by means of the cloud.

With cloud programming, technical support is generally taken care of by the supplier, regardless of whether by telephone, email, or an assistance work area ticket. These suppliers have the wage base to pay the high pay rates instructed by the present best IT experts, both at the server level and at the client bolster organize. Most smaller organizations essentially couldn’t manage the cost of this kind of skill all the time.

SCALABILITY

Each strategy for success to develop after some time and cloud programming offers the versatility required to deal with that development. At the point when another representative joins its staff, a business utilizing cloud programming can essentially add another client to its record administration. At the point when an organization maximizes its logins, a higher-level record can as a rule be requested with negligible exertion with respect to the business.

Another advantage to cloud arrangements is that they for the most part include new highlights that normal on-premise setups do not include. As clients express an enthusiasm for having the capacity to accomplish more with their product, suppliers include these highlights, making them accessible either consequently or with a discretionary record change. Cloud arrangements are additionally consistently endeavoring to work with other programming applications and these combinations make it simpler for organizations to deal with everything in one place.

AVAILABILITY

The present workforce is progressively portable, telecommuting, inn rooms, coffeeshops, and air terminals. Cloud programming implies that these laborers can get to their documents wherever they are, utilizing a portable workstation, cell phone, or tablet. This implies even while in the midst of some recreation, groups can keep in contact, keeping ventures pushing ahead through the cloud.

A standout amongst other things about cloud arrangements is that experts never again need to make sure to bring records with them when they leave the workplace. An introduction can be conveyed specifically from a client’s cell phone. Applications that handle charging, cost assessing, and venture administration can be gotten to amid gatherings, enabling participants to get the data they require without influencing everybody to hold up until the point when the meeting is finished and everybody has come back to their workplaces.

RELIABILITY

In the event that you’ve at any point endured a server blackout, you know how destructive it can be on an assortment of levels. Your representatives are compelled to either wait around, sitting tight for the circumstance to be settled, or go home for the day and leave your work environment unmanned. On the off chance that this happens over and over again, you’ll utilize customers and even workers, and in addition hurt your well-deserved notoriety as a business that has become a model of togetherness.

Cloud suppliers look at unwavering quality as a vital piece of their plans of action. They make it their central goal to guarantee clients approach the records and applications they require constantly. In the event that a blackout ever happens, many cloud suppliers have worked in reinforcements to assume control, with clients never mindful an issue has occurred. On the off chance that such reinforcement doesn’t exist, a cloud supplier still approaches specialists who can guarantee frameworks are up considerably more rapidly than a SMB could with an on-preface server.

SECURITY

Security is a continuous worry for organizations, with reports of ruptures getting to be plainly typical. Cloud programming guarantees an abnormal state of security, including information encryption and solid secret word prerequisites. These little things will help protect a business’ information, lessening the danger of a rupture that could cost cash and mischief client confide in an organization.

Organizations that store specific data, for example, medicinal records or financial balance data should scan for a cloud supplier that offers these insurances. There are presently cloud suppliers that have some expertise in HIPAA consistence, for example, so a medicinal practice could profit by the authorities on staff at one of those suppliers who can guarantee that wellbeing information stays safe.

DISASTER RECOVERY

What might happen to your business if a cataclysmic event struck your building or server farm? Imagine a scenario where you came in one morning to discover a fire had rendered your workplaces dreadful. Would you be compelled to close everything down for the term or would your representatives have the capacity to begin working promptly?

Cloud programming enables catastrophe to verification your business, guaranteeing your representatives can telecommute or a brief office if for reasons unknown they can’t work in the workplace. Cloud suppliers typically have reinforcement anticipates their own servers to ensure against calamities, so the product and documents you utilize every day will be available regardless of whether an issue strikes one of their server farms. Before you pick a supplier, don’t hesitate to make inquiries about an organization’s catastrophe arrangements to ensure you’ll be effortless.

Thinking about moving from On-Prem to Cloud? Contact us today!

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Value of Post Go Live Support

Businesses are constantly striving to gain competitive advantage and efficiencies through process improvement and increased productivity. Companies like Oracle, IBM and SalesForce provide the technology and applications to businesses to enable them to automate and improve their performance. Businesses often invest a lot of money to customize these applications to fit their business need.

Once a business has purchased the application whether it is On Premises or Cloud Based, it often looks to an outside vendor to customize the application to their organization’s needs. The vendor uses highly skilled resources who work with the business users and internal IT team to perform functional and technical analysis. The vendor will design and implement the functionality required by the business. Once the implementation of the customization to the application has been completed, the vendor will hand over the customized application to the internal IT team to continue the support and maintenance of the application.

At this point most businesses are faced with the challenge of continuing to support and enhance the customized application as the users become familiar with the application and want to make changes. More and more companies are focusing on their core business and relying on a vendor or a pool of specialized vendors to provide the support services for their IT infrastructure and applications. Today there are many different IT support models that are available. Some of the models for post go live support are as follows:

  1. Time and Material
  2. Retention Model
  3. Managed Services

Time and Material

The Time and Material model may be used when the business has a small IT team or an IT team that is not familiar with the technology that needs to be supported. The vendor’s support resource becomes an extension of the businesses IT team providing day to day support. Businesses often use this model to continue working on enhancements as they have contracted the support resources for 100% of the time and have to utilize them. This model may continue until the internal IT team has the skills to take over all or part of the support functions from the vendor’s support resources. This model is expensive as it is almost like hiring a full time contract resource with the right skillset. The advantage is continuity as one of the vendor’s resources who worked on the implementation often is the resource who supports the application. The vendor will also provide a backup resource from its pool of resources when the dedicated resource is on vacation or is not available.

Retention Model

The Retention Model provides flexibility when it comes to the budget and could be long term option for providing application support. This model is made up of a fixed fee and a time and material component.

  1. Fixed fee per month for a fixed number of hours per month
    1. Fixed fee covers a fixed number of support hours per month
    2. The Fixed Fee is use it or lose it and is paid to the Vendor whether or not all the support hours are utilized
    3. It is up to the Business to provide work to cover the fixed hours per month
  2. Time and Material for all support hours above the fixed number of hours per month
    1. Utilized when additional support hours above the fixed number of hours per month are needed by the business
    2. Prior approval must be received from the business for any hours worked above the fixed number of hours per month

The advantages of the Retention Model are as follows:

  1. Better control over the support budget as the business does not require a dedicated resource for support
  2. Level of Support can be tailored according to the need of the business
    1. Business may start with 80 fixed support hours per month after Go Live
    2. After 3 months the fixed support hours per month may be lowered to 40 hours
  3. Continuity as the vendor has a pool of resources with the skill set to provide support
  4. Different vendor resources can provide support depending on the issues which may be environment related, infrastructure related or application related

The business must constantly prioritize the support to make sure the vendors support resource is fully utilized and is addressing the high priority issues within the fixed amount of hours per month

Managed Service Model

The Managed Services Model is a broader support model that encompasses environment support, infrastructure support and application support. This is a more expensive model which covers broad areas of support requiring diverse skillset and experience. Instead of contracting with different vendors to provide support for the environment, infrastructure and applications, the business contracts with a single vendor. The single vendor takes on the responsibility for supporting all the areas of support using their own team or specialized partners. The business has to deal with a single vendor who tailors the Managed Services support with a combination of Fixed Fee and Time & Material options for the different support services based on the needs of the business. This model not only brings together diverse skills from different vendors, but it also brings together specialized monitoring tools and processes from different vendors under a single umbrella. The Single Vendor takes on the responsibility and overhead of coordinating the work with all the vendors who provide support. The billing is also simplified as the business has to deal with the single vendor for all billing issues.

Contact us today for more information on the value of post go live support.

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New features in WebCenter Enterprise Capture 12c

WebCenter Enterprise Capture 12c was released in late 2015 and with it came the addition of several key new features.  This article explores several of the significant improvements and new features offered by the newest product version.

1.     Release Processes

One of the new features added in WebCenter Enterprise Capture is the concept of release processes in the client profiles.  In 11g, each capture client profile had a single specified process that it was sent to upon release.  In configuration, you could define which process the profile mapped to (a specific Conversion, Recognition or Commit profile), but only one could be specified.  In WebCenter Enterprise Capture 12c, the ability to define multiple release processes was added.  This allows a greater amount of flexibility in the capture workflows that can be created by allowing a user to route a batch to one of any number of predefined processors.  This also reduces the number of capture profiles to be configured because a single profile can be used to route to any number of post-processors.

To choose which release process will be used for a particular batch, a user simply selects from the predefined options in the Release drop down menu.

Figure 1 Example of a “Commit” release process

2.     Unlock feature

In Capture 11g, there was no built in ability to unlock a batch.  Administrators would have to configure a specific “unlock batch” client profile but the process was not intuitive to the end users.  This resulted in many abandoned locked batches and unnecessary work for system administrators.  In WEC 12c, the Unlock feature is included OOTB and available from every capture profile.  This makes unlocking batches simple.

Figure 2 Unlock batch button

3.     Attachment Types

One of the new features of WEC 12c is the support for attachments and attachment types.  Administrators can define attachment types for a workspace.  Additional documents can be added to a batch as attachments of the main documents.  Separate workflow and commit paths can be defined for attachments.

4.     External document conversion

Another useful feature of WEC 12c is the support of the use of external conversion programs for document conversion.  In the definition for a Conversion Job, there is now the ability to specify External Conversion including a program and command line parameters to be used.

A common pain point felt by users of WEC 11g was that the outside in conversion engine used by WEC often struggled when trying to convert pdfs with embedded fonts.  A workaround was to use the Ghostscript conversion engine to convert the documents instead of the native outside in.  However, this was only able to be accomplished with documents imported via email. With the new ability to specify an external conversion engine in the document conversion processor, the need to have a custom script to do conversions goes away and it can be used for all documents regardless of the ingestion method.

5.     Desktop client

With the upgraded version comes an upgraded capture client with a lot of new features.  First and foremost, the client is no longer a java applet but instead is a desktop client with a standalone installer.  While the client does use java, the required libraries now come packaged within the client itself.  The benefit here is two-fold.  First, there is no prerequisite to have a certain version of java installed.  Second, there is no longer a dependency on a browser that supports java applets.  Most modern browser versions such as Firefox and Chrome no longer support java applets.  Internet explorer does support java but requires many setup steps to work correctly.  All this hassle goes away in WEC 12c with the introduction of a desktop client.

6.     Metadata search

One of the newly introduced features of the 12c client is the ability to search for a document within a batch based on metadata.  To use this feature, users enable the “Find Document” option from the batch menu.  Then a search box appears allowing users to search through all the metadata fields in a batch to find matches.

Figure 3 Find Document batch menu option

Figure 4 Metadata search pane

7.     View document in native application

Finally, Capture 12c has added the ability to view non-image documents in their native applications.  This includes pdfs, word documents, emails, etc.

To use this features, simply right click on the document and choose “View document in associated application” from the menu.

Figure 5 View document in native application

Contact TekStream for help upgrading to WebCenter Enterprise Capture 12c to make use of these and other great features.

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