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

Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICA

ERP Systems: Ongoing Support Challenges and Opportunities

Copyright James J. Gallamo and Peter J. Murray, 2001. 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.

http://computing.cua.edu/


– Prior to 1997: Mix of home-grown and vendor software and hardware

– 1997: Explored “enterprise-wide” system solution

– 1997: Begin ERP process – 1997-98: Begin transition of technology

infrastructure – 1998: First ERP system in production– 1999: Second ERP system in production

History of ERP Systems at CUA



• Financials: Implementation Date

– General ledger September 1998

– Purchasing September 1998

– Accounts Payable September 1998

– Budgets September 1998

Implemented Enterprise-wide Systems



• Student Administration: Implementation Dates

– Campus community October 15, 1999– Admissions October 15,

1999– Student Records April 6, 2000– Student Financials May 1, 2000– Financial Aid January 2002

Implemented Enterprise-wide Systems



• 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



• 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



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



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



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 TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Systems Management

PresidentsCouncil

ExecutiveSponsor

User Group

Vice Provost/CIO

BusinessProcess Grouprepresentatives

Functionalrepresentative

s

Technicalrepresentative

s

StrategicCommittee

FunctionalOffice(s)

DirectorISS



Functional Office ERP Staffing

SystemAdministrator

Office Director

RegularUser(s)

Expert User(s)


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Technical Staffing

InformationCenter

ISSInformationTechnology

IC Coordinator

IC Specialist(2)

Unix Admin (2)

NT Admin(2)

SystemsManager (2)

DBA(2)

Web Specialist

SystemsSpecialist (6)

Direct Support

Management Support

Director IT Director ISSVice Provost/

CIO

DataCommTechnician (2)

ERP SupportSpecialist (2)


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICABusiness Process Re-engineering Group Staffing

Imp. Specialist(Security)

DirectorBusinessServices

Imp. Specialist(Queries)

Imp.Specialist(Training)

Imp. Specialist(Testing)


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP User Group Membership

Registrar

Law School

EnrollmentServices

(Admissions)

InformationTechnology

EnrollmentServices

(Financial Aid)

StudentAccounts

Housing andResidential

Services

TreasurersOffice

Planning andInstitutional

ResearchBPR Group


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP User Group Structure

SAS UserGroup

Securitysubcommittee

Technicalsubcommittee

Data Integritysubcommittee

Operationssubcommittee

Outreachsubcommittee

Policy andProcedure

subcommittee

Enhancementsubcommittee


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Systems Support Structure (Part 1)

Campus Weband Client

Users

InformationCenter

RegistrarsOffice

EnrollmentServices

(Admissions)

StudentAccounts

Level 1

Level 2Enrollment

Services(Financial Aid)

Housing andResidential

Services


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Systems Support Structure (Part 2)

InformationSystems and

ServicesLevel 4

SAS User GroupOperations

subcommitteeLevel 3

BusinessProcessGroup


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAInformation Center ERP Support Activities (Level 1)

SiteNavigationAssistance

User AccountAdministration

BasicTroubleshtng

SystemOrientation

and Education

ClientInstallation

Support

ConnectivityAssistance

ServiceRequest

Forwarding


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAFunctional Office ERP Support Activities (Level 2)

Query andreport

generation

Modulesecurity

Datamanagement

Advanced usersupport

User training/orientation

Table valuereview and

modification

Campuscommun

Committeeparticipation

System testing

Develop andmaintain doc



User Group Operations Subcommittee ERP Support Activities (Level 3)

Advancedtroubleshtng

Systemprototyping

System testing

Docdev and maint

Processreview

Research


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAIT ERP Support Activities (Level 4)

Systemmodifications

Databaseadmin

Advancedtroubleshtng

Processautomation

Web sitesupport

Systemperformancemonitoring

Consultantand vendor

liaison

Patch/fixapplication

Interfacedev and main

System andunit testing

Complexreport andquery dev

Hardwareinstall and

maint


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Service Request Process

Contact CPITInformation Center

No

Contact appropriatefunctional

department

Forward toappropriate

Systems Manager

Requestclosed

No

Requestclosed

Inform InformationCenter

Completerequest?Determine

issue type?

Completerequest?

Web user Functional issue

Technical issue

Requestclosed

Yes

Resolve issue

Inform functionaloffice

Contact user

Requestclosed

Yes

Complete request

Contact user

Client user

Contact SAS UserGroup Operations

subcommittee


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Service Request Process (Power Users)


subcommittee

Power user

Technical issue

Resolve issue

Contact poweruser

Requestclosed

Determineissue type? Functional issue


technical staff

Requestclosed

Complete request

SAS User Group(Operations

subcommittee)

Contact poweruser


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP System Customization Process

Determinetype?

Technicalcustomization

Completecustomization

Contact user

Functionalcustomization


Systems Manager

Completecustomization

Inform BusinessProcess Group

User request

Contact functionaloffice

Forward to SAS UserGroup

Analyze andprioritize request

(see note 1)

Assigns technicalstaff

Contact functionaloffice manager

Forward to SAS UserGroup

(EnhancementSubcommittee)


Center for Planning and Information TechnologyTHE CATHOLIC UNIVERSITY of AMERICAERP Systems Technical Service Request Process

Contact ISS SystemsManager

Power user


technical staff

Requestclosed

Complete requestInform Systems

Manager

Contact requestor

Business processgroup

Determineissue type?

IT issue

Information Center


technical staff

Requestclosed

Complete requestInform Systems

Manager

Contact requestor

ISS issue


subcommittee



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



Where to Find this Presentation

http://computing.cua.edu/presentations


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

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