1. “ Indispensable Performance Management Strategies for the Business Officer ” Tim Gilmour, President Wilkes University

2. “ Indispensable Performance Management Strategies for the Business Officer ” Introduction Wilkes University –3,400 FTE Students –Comprehensive University—Wide Range of Programs –Located in Northeastern Pennsylvania –Strategic Plan Goals

3. “ Indispensable Performance Management Strategies for the Business Officer ” Partnering with Sungard Address two initiatives in which we have partnered with Sungard to enhance performance management –Development and implementation of a strategic plan for information technology –Re-engineering key student support services processes

4. “ Indispensable Performance Management Strategies for the Business Officer ” IT Strategic Plan Where we started in 2001 Local area network put together with bailing wire Very uneven, inadequate deployment of equipment and software Modest, decentralized assistance for instructional design and technology utilization

5. “ Indispensable Performance Management Strategies for the Business Officer ” IT Strategic Plan Where we are today Connection to internet 2 Powerful internal network Campus-wide wireless capability Latest equipment

6. “ Indispensable Performance Management Strategies for the Business Officer ” IT Strategic Plan Where we are today Software standardization Significant progress toward the effective implementation of Banner administrative system and campus portal The makings of a great instructional technology support function Early adoption of the Apple Duo Platform

7. “ Indispensable Performance Management Strategies for the Business Officer ” How did we make so much progress and how did Sungard help?

8. “ Indispensable Performance Management Strategies for the Business Officer ” IT Strategic Plan Strategic planning process –Stretched the organization –Allowed us to think much bigger— and execute in manageable bites –Began the development of a technologically integrated educational model –Showed us how to fit hardware and software into organization –And gave us the confidence to make major investment in IT

9. “ Indispensable Performance Management Strategies for the Business Officer ” IT Strategic Plan Problems A lack of customer-specific focus to ensure that our IT needs were met Inadequate coordination among sub-system groups implementing Banner Sungard staff should have provided stronger leadership for IT governance and administration

10. “ Indispensable Performance Management Strategies for the Business Officer ” IT Strategic Plan Fact is Sungard helped us move forward much more rapidly than we could have on our own Sungard’s planned emphasis on helping customers to achieve strategic performance goals certainly will make it even better

11. “ Indispensable Performance Management Strategies for the Business Officer ” Student Service Center Two premises –Students want convenience of one place to transact business with university –We could improve quality of service and reduce costs (single student record)

12. “ Indispensable Performance Management Strategies for the Business Officer ” Student Service Center What we did right—seized “perfect storm” opportunity Created a new organization rather than moving four departments together (eliminated silos) Gave selected employees “clean sheet” opportunity to redesign services to be much more focused on customer Could move new organization into open work space increased communications Reduced annual costs by $400,000 Closed buildings and significantly reduced square footage and operating costs

13. “ Indispensable Performance Management Strategies for the Business Officer ” Student Service Center What we did wrong Needed better student/faculty input—Registrar Example Human resources issues needed to be handled more humanely Did not have a process improvement paradigm; should have spent more time mapping and analyzing processes Did not anticipate the degree of impact on the campus culture

14. “ Indispensable Performance Management Strategies for the Business Officer ” Student Service Center How Sungard Helped Gave us the confidence to think big—attempt transformative change Connected us with organizations that had undertaken such change

15. “ Indispensable Performance Management Strategies for the Business Officer ” Student Service Center How Sungard did not help Did not provide process re-engineering assistance Did not have sufficient focus on the outcomes we were trying to achieve with one stop transformation

16. “ Indispensable Performance Management Strategies for the Business Officer ” Performance Management Strategy What to do –Go for the gusto — create a new organization –The customer is always right — listen to them early and often –Treat people with respect — it sends a message throughout the organization for future change

17. “ Indispensable Performance Management Strategies for the Business Officer ” Performance Management Strategy What not to do –Neglect to use a systematic and systemic process improvement paradigm –Rush mapping and analyzing processes — it saves time in the end –Ignore deep ramifications of change

18. “ Indispensable Performance Management Strategies for the Business Officer ” It is always better to act, make mistakes, adjust and move forward than to wait for the perfect moment.

19. “ Indispensable Performance Management Strategies for the Business Officer ” “ Thank you ” Tim Gilmour President, Wilkes University Joseph.Gilmour@wilkes.edu 570-408-4000