Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Systems: Ongoing Support Challenges and Opportunities Copyright.

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Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Systems: Ongoing Support Challenges and Opportunities Copyright James J. Gallamo and Peter J. Murray, This work is the intellectual property of the author. Permission is granted for this material to be shared for non- commercial, educational purposes, provided that this copyright appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA –Prior to 1997: Mix of home-grown and vendor software and hardware –1997: Explored “enterprise-wide” system solution –1997: Begin ERP process – : Begin transition of technology infrastructure –1998: First ERP system in production –1999: Second ERP system in production History of ERP Systems at CUA

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Financials:Implementation Date –General ledger September 1998 –Purchasing September 1998 –Accounts Payable September 1998 –Budgets September 1998 Implemented Enterprise-wide Systems

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Student Administration: Implementation Dates –Campus communityOctober 15, 1999 –Admissions October 15, 1999 –Student Records April 6, 2000 –Student FinancialsMay 1, 2000 –Financial AidJanuary 2002 Implemented Enterprise-wide Systems

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Institutional Advancement –Completion date: December 2002 Financial Asset module –Completion date: May 2002 Financial System Upgrade v.7.01 to 7.02 –Completion date: January 2002 System Implementations Underway

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Financial System –To version 8.4; completion date: March 2003 Student Administration System –To version 8.x; completion date: August 2003 Human Resource System –Implementation of version 8.x; September 2004 ERP System Implementations Planned

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Critical Need: An ERP Support Model Reasons for Developing the Plan: –Growing need for a formal plan which addressed all aspects of post-implementation system activities. –Growing need for establishing system ownership by functional offices –Growing need for defining roles and responsibilities for on-going support

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Major Challenges to be Addressed Instructional Support (on-going training) Daily service and user support Supporting the on-going functional and technical maintenance of the systems Maintaining data integrity Optimizing the use of the systems

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Desired Outcomes of the Model Improving systems management –Management structure and participants –Establishing formal roles and responsibilities Establishing systems support hierarchy –Levels of support, participants, and activities Optimizing service processes –Processes to deliver effective service to the campus community

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Systems Management

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Functional Office ERP Staffing

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Technical Staffing

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Business Process Re-engineering Group Staffing

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP User Group Membership

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP User Group Structure

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Systems Support Structure (Part 1)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Systems Support Structure (Part 2)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Information Center ERP Support Activities (Level 1)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Functional Office ERP Support Activities (Level 2)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA User Group Operations Subcommittee ERP Support Activities (Level 3)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA IT ERP Support Activities (Level 4)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Service Request Process

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Service Request Process (Power Users)

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP System Customization Process

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA ERP Systems Technical Service Request Process

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Opportunities and Success Coordinated, yet distributed systems and support New processes, new ways of working Clearly understood roles and responsibilities Successfully adapting the organization to utilize the benefits of contemporary ERP systems

Center for Planning and Information Technology T HE C ATHOLIC U NIVERSITY of A MERICA Where to Find this Presentation