1 © The Delos Partnership 2004 Delos Excellence Project Implementation Education and Training

2 © The Delos Partnership 2004 Delos Change Journey MobiliseDesignCommunicateReviewUnderstand Identify quick Benefits Develop Change Vision InternalSell-in ReviewSystems Establish Resources Resources Gain quick Benefits Detailed Process Design Public/PrivateWorkshops DevelopSystems Develop Task Teams Gain early Benefits Document Policies etc InternalEducation CreateSystems EstablishOrganisation SecureBenefits Refine ASSESSContinueEducation RefineSystems GainTeamwork ASSESS Cost/Benefit Develop Bus Strategy InitialEducation AppointSponsor PILOTPILOTPILOT

3 © The Delos Partnership 2004 What is Change? Red’s Good Why Change?

4 © The Delos Partnership 2004 ‘Change’ starts when... people first realise what they thought was going to happen…is no longer going to happen Green maybe better!

5 © The Delos Partnership 2004 ENTHUSIASM LOWHIGH KNOWLEDGEKNOWLEDGE LOW HIGH People respond to change WEAK LINKSLOOSE CANNONS BLOCKERSCHANGE AGENTS

6 © The Delos Partnership 2004 Prerequisites for change Dissatisfaction with the Status Quo A Clear Vision of the future A way to get to the future state Leaders to get followers to the vision

7 © The Delos Partnership 2004 Barriers to Change Fear of the unknown Will new ideas work in practise? Will new system work in our business? Will the management support our ideas? What will be the effect on my job? Is this a downsizing exercise?

8 © The Delos Partnership 2004 Overcoming the barriers 1.Sell the benefits To company To individuals 2.Explain terms and techniques –Make it simple –Use workshops 3.Get people to see that we are not unique

9 © The Delos Partnership 2004 Involvement MD and Senior Team actively involved Project Team act as agents of change Need to convert key influencers in the business Need to create Agents of change throughout the business

10 © The Delos Partnership 2004 Education vs Training Education is the “why” CULTURE/ BEHAVIOUR WAYS OF WORKING TECHNOLOGY Training is the “How”

11 © The Delos Partnership 2004 Key Stages 1.Initial External Education 2.Develop “Company Vision” 3.Build Internal Training Policy and Procedures Roles and Responsibilities Performance Measures Software 4.Train Managers and Trainers 5.Managers Train their own staff

12 © The Delos Partnership 2004 Cascade education – engaging everybody Process Owners INNOVATIONINNOVATION CUSTOMERSCUSTOMERS SUPPLIERSSUPPLIERS SUPPORTSUPPORT Process Users Steering Committee EXTERNAL PERSPECTIVE ProjectTeamProjectTeam

13 © The Delos Partnership 2004 Learning process 1.Understand the facts 2.Understand application 3.Realise the change required 4.Change behaviour

14 © The Delos Partnership 2004 Delos Change Journey MobiliseDesignCommunicateReviewUnderstand ASSESS Initial Education programme Identify critical priorities for change Resources required to implement the change Top Management Course Top Management Overview Middle Management Overview Implementation Workshop Steering Committee Project Leader Project Team

15 © The Delos Partnership 2004 Delos Change Journey Integrated Enterprise Planning Sales Forecasting and Demand Management Supply Chain Techniques Programme Management Integrated Enterprise Planning Sales Forecasting and Demand Management Supply Chain Techniques Programme Management MobiliseDesignCommunicateReviewUnderstand ASSESS Set up the project/programme organisation Begin to communicate the planned changes Workshops support development of outline policies, procedures, and organisation Integrated Enterprise Planning SENIOR TEAM REVIEW PRIORITISATION PROCESS INNOVATIONINNOVATION CUSTOMERSCUSTOMERS SUPPLIERSSUPPLIERS STAGE- GATE PROJECT MANAGEMENT SUPPLY CHAIN LINKS FORECASTING ORDER MANAGEMENT SALES MANAGEMENT MASTER SCHEDULING PURCHASING PROCESS CUSTOMER SERVICE BUDGETSFINANCIALS

16 © The Delos Partnership 2004 Delos Change Journey MobiliseDesignCommunicateReviewUnderstand ASSESS Task teams develop the ideas into policies, procedures, systems and jobs. Task teams made up of key business staff Prepare communication and training Integrated Performance Measurement Lean and Agile Management Supplier Relationship Management Customer Relationship Management Integrated Performance Measurement Lean and Agile Management Supplier Relationship Management Customer Relationship Management Integrated Performance Measurement Master Scheduling Course Master Production Schedule ManufacturingScheduleSupplierSchedule Annual Operating Plan Sales and Operations Planning

17 © The Delos Partnership 2004 External Education Understanding of Best Practise Application of Concepts to individual business Eliminates “We’re Unique” Enables confidence to deliver Delivers understanding of –Concepts –Process design issues –Cultural issues

18 © The Delos Partnership 2004 Cascade education – engaging everybody Process Owners INNOVATIONINNOVATION CUSTOMERSCUSTOMERS SUPPLIERSSUPPLIERS SUPPORTSUPPORT Process Users Steering Committee ProjectTeamProjectTeam

19 © The Delos Partnership 2004 Delos Change Journey MobiliseDesignCommunicateReviewUnderstand ASSESS Demand Manager Roll out new policies, procedures, systems & jobs through education & communication The final stage of this step is “go live” or cutover Master Scheduler Master Scheduling Course Master Production Schedule ManufacturingScheduleSupplierSchedule Annua l Operat ing Plan Sales and Operations Planning

20 © The Delos Partnership 2004 Internal Education Objective Learn tools and techniques –ERP II, Six Sigma, 5 S, MSED Understand Organisation –Policies and Procedures –Roles and Responsibilities Software

21 © The Delos Partnership 2004 Internal Education Plan SubjectTime [hours] Introduction2 Integrated Enterprise Planning4 Innovation4 Customer Relationship Management4 Sales Forecasting and Demand Management8 Master Scheduling8 Procurement and Supplier Relationship Management4 Inventory Accuracy2 Bills of Materials4 Data Accuracy2 People and Culture4 Continuous Improvement8 Performance Measures8 Cutover to new systems8 TOTAL66 Department : Operations

22 © The Delos Partnership 2004 Internal Education – Makeup of section DaySubjectTiming 1MPS Intro20 mins 1Master Scheduling what is it40 mins 1Discussion20 mins 1Material Requirements Plan30 mins 1Capacity Requirements Plan30 mins 1Discussion20 mins 1Application to Software60 mins 1Discussion20 mins Subject : Master Production Scheduling

23 © The Delos Partnership 2004 Internal Education – Makeup of section DaySubjectTiming 2Work to List40 mins 2Time Fence Policy20 mins 2Discussion20 mins 2Safety Stock Policies30 mins 2Organisation30 mins 2Discussion20 mins 2Software Training60 mins 2Discussion20 mins Subject : Master Production Scheduling

24 © The Delos Partnership 2004 Internal Education Three Groups 1.Project Team 2.Managers = teachers 3.Functional Personnel

25 © The Delos Partnership 2004 Internal Education Key Elements Small Groups [8-10] 2/4 hour meetings Single Function for Detail Cross Functional for interaction Topic driven [IEP,MPS etc..] Built around company examples Discussion not talking

26 © The Delos Partnership 2004 Delos Change Journey MobiliseDesignCommunicateReviewUnderstand Identify quick Benefits Develop Change Vision InternalSell-in ReviewSystems Establish Resources Resources Gain quick Benefits Detailed Process Design Public/PrivateWorkshops DevelopSystems Develop Task Teams Gain early Benefits Document Policies etc InternalEducation CreateSystems EstablishOrganisation SecureBenefits Refine ASSESSContinueEducation RefineSystems GainTeamwork ASSESS Cost/Benefit Develop Bus Strategy InitialEducation AppointSponsor PILOTPILOTPILOT

27 © The Delos Partnership 2004 REALITY CONCEPTS Cascade Education PROJECT TEAM SENIOR TEAM MANAGERS USERS EXTERNAL EDUCATION EXTERNAL EDUCATION CONCEPTS INTERNAL EDUCATION INTERNAL EDUCATION REALITY

28 © The Delos Partnership 2004 Stage 1 Project Team to Steering Committee –Outline vision –Agreed Strategy –How the processes will work –Major issues to address –Organisational framework –Supporting systems infrastructure –Culture –Performance Measurements of the future

29 © The Delos Partnership 2004 Outcome of Stage 1 Senior Team knowledgeable of the ways of working Buy-in to vision and new ideas Sign off of strategy Understanding of system infrastructure Agreement to performance measures Agreement to organisational framework Support for the next stages

30 © The Delos Partnership 2004 Stage 2 Project Team to Senior Managers and Trainers –Vision –How the processes will work Detailed workshops –How the system will work Detailed workshops –Organisational structure –Culture and Behaviour required –Performance measurements

31 © The Delos Partnership 2004 Outcome of Stage 2 Managers and Trainers understand fully –Processes and new ways of working –Systems that will support this –Expected behaviour and culture –Performance measures Managers and Trainers fully able to: –Communicate new organisation to subordinates –Train people in how to use new systems –Infect people with enthusiasm for the new ways of working –Encourage people to get away from old habits

32 © The Delos Partnership 2004 Stage 3 – User Education Managers and Trainers to users –Vision –Strategy –New processes and ways of working –Software training Functional Cross-functional –Performance Measures –Organisational implications Demand management Master Scheduling Innovations manager

33 © The Delos Partnership 2004 Outcome of Stage 3 Users are capable –Of doing their new jobs –Operating their part of the system –Of Understanding “Why” they need to do what they need to do –How they relate to other people in the organisation –Adapting to the desired behaviours and culture

34 © The Delos Partnership 2004 Behaviour Change Visible Top Management leadership Managers Teach their people Teachers know their stuff Slow burn Discussion in “class” and outside Enthusiasm from agents of change

35 © The Delos Partnership 2004 Internal Education 1.Need to develop programme for those not covered in “Phase 1” 2.Need to provide material and programme for Movers Joiners 3.Should be part of standard internal training package Need to develop an “ERP Competency Centre”

36 © The Delos Partnership 2004 The ERP CC structure will provide.. Ongoing support of a ‘single’ Business process Evaluate process, data, system change requests – Design Authority Support for Continuous Improvement Investigate ‘best practice’ software and process developments Co-ordinate ongoing learning programme Manage large improvement projects and system upgrades Integrate Change Programme / Initiatives

37 © The Delos Partnership 2004 The critical activities - early System and process support first line – local super users second line – single help desk with central or distributed experts for resolution third line – software vendor System Management transaction/exception audit analysis and resolution batch error management and resolution interface error management and resolution manage system operation and maintenance including bug fixes Process Wide Co-ordination process wide data management leadership system management – availability, down time, batch schedule business interruption and resumption management

38 © The Delos Partnership 2004 The critical activities - later Process Improvement small scale process and system improvements user group co-ordination identification of large scale improvement opportunities for Business Process Owner Group Learning develop and maintain learning approach manage programme assist super users in delivery Large Scale Projects lead large scale improvement projects e.g. system upgrades, additional functionality, new processes Programme Management co-ordination of Change Programme develop and maintain Change Management approach

39 © The Delos Partnership 2004 Business Staff Process Analysis – in depth knowledge of business processes and systems – expert in at least one process area and knowledgeable across the entire organisation Data Management – manage policies and procedures and execute business wide elements Security – user access Project/Change Management Assumed Outsourcing Detailed software expertise System operation and maintenance The skills needed

40 © The Delos Partnership 2004 Design Pilot First Cutover Final Cutover ERP Project Team ERP CC Team Responsibility Transfer Communication Pilot Timing of the Competency Centre

41 © The Delos Partnership 2004 Key activities MONTHS Activity EducationProject TeamPilotManagersPilotUsers InternalPilotLive IEPDefine ProcessPilotPilot processPilotAdd all familiesPilotLive InnovationDefine ProcessPilotDefine policiesPilotEstablish organisationPilotLive Demand PlanDefine ProcessPilotDefine PoliciesPilotEstablish organisationPilotLive MPSMTS v ATOPilotDefine PoliciesPilotEstablish organisationPilotLive IRA AccuracyControl GroupInitCycle CountingPilotLive BOM AccuracyFind ErrorsFix ErrorsUploadLive BOM StructureDefineRestructure and set up all Bills of MaterialsLive RoutingsFind errorsFix ErrorsLive Planning DataDefineSet upLive PurchasingDevelop Purchasing ToolsPilotEducate all vendorsLive ManufacturingDevelop Lean ManufacturingPilotEstablish across businessLive FinanceDevelop costing and IEP/Budget LinkPilotDevelop costs, Inv and WIP valuesLive Cont ImpDevelop Continuous Improvement toolsPilotEstablish across businessLive SoftwarePT debugPilotCarry out Software modifications and interfacesPilotLive