2. Feedback Funding Follow-on Focus

3. Before Make the business case During Provide a target Make tradeoffs Tune the implementation process After Develop benchmarks Develop lessons learned

4. Measurement Process Understand the business problem you are trying to solve Identify use cases that have meaningful impact Determine the metrics that align with each use case Understand your baseline and establish a target Measure and monitor: be prepared to change Identify opportunities to re-define the problem Modify the metrics

5. Understand the business problem Without it … could be a career-limiting move

6. 6 There is only one reason to implement SharePoint … … you have a BUSINESS PROBLEM to solve.

7. Product Development Finding other engineers working on similar problems or related projects Project Manager looking for the most qualified resources for a project Customer Support Services agent working trying to solve a customer problem Support call deflection Sales team on- boarding Sales team training and mentoring Example proposals Sales

11.  Meanwhile, two scientists in the US had deep experience in protocols for this area.  A scientist with Thrombotic & Joint Diseases in Germany began a project to isolate and culture macrophages and needed some help.

12.  The German scientist consulted the expertise directory to find that expertise existed within the company and contacted the two US scientists he found in his search.  Both scientists quickly responded with assistance. One helped him with culturing protocols and the other helped him with information on magnetic cell sorting. Benefit: The German scientist was able to leverage existing internal expertise and, in the process, reduce his research effort by 4 weeks.

17. MetricTarget  Number of routine support calls to the HQ support team  10% reduction within 6 months after launch  Successful searches of online content by members  95% of searches return relevant content after 6 months  Number of “0 results” searches by members  Number of “0 results” searches trends lower and reaches less than 1/week within 6 months

19. Business GoalUse CaseMetricBaselin e TargetActu al Help members to share best practices and learn from others facing similar challenges without always having to depend on engaging with the headquarters team to get answers to simple questions Simple support call deflection – reduction in the number of simple support calls to HQ  Number of routine support calls to the HQ support team  10% reduction within 6 months after launch  Successful searches of online content by members  95% of searches return relevant content after 6 months  Number of “0 results” searches by members  Number of “0 results” searches trends lower and reaches less than 1/week within 6 months

20. It’s as important to have a plan for acting on metrics as it is to have a plan for collecting them!

21. Develop a plan – quantitative and qualitative Make sure metrics are part of someone’s job Gain consensus on baseline and target Develop approach to capture and categorize Develop an approach to promote – tell the metrics story

23. About me sue@susanhanley.com susanhanley www.slideshare.net/susanhanley http://www.networkworld.com/ blog/essential-sharepoint www.susanhanley.com