Plutonic Zoo Case Study Aged Care
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Transcript of Plutonic Zoo Case Study Aged Care
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ITAC09 conference
Sydney
Thursday 21 May 2009
Getting
aged care IT projects
to succeed
Victor Konijn
Managing Director
Plutonic Zoo Pty Ltd
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ITAC09 conference
Sydney
Thursday 21 May 2009
Getting
aged care IT projects
to succeed the first time
Victor Konijn
Managing Director
Plutonic Zoo Pty Ltd
![Page 3: Plutonic Zoo Case Study Aged Care](https://reader030.fdocuments.us/reader030/viewer/2022020206/54630791b1af9fba388b51bf/html5/thumbnails/3.jpg)
ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Getting aged care IT projects to succeed
• The project scene
• Case study 1: Considering legal action
• Case study 2: Changing IT system/vendor
• Lessons learned
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
IT
Rational
Products
Creative
Logical
The project scene
Aged Care
Compassionate
Service
Strict regulation
Diverse IT literacy
Two paradigms collaborating
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
The project scene
People
Misunderstandings
Strained relationships
Escalations
Legal interventions
Settlements
Project
Unresolved issues
Unrealised benefits
Resources wasted
Try again
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
The project scene
Common objectives
Issues perspectives
Bridge differences
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Service values
Impartial
Resourceful
Perceptive
Project passions
Align
Collaborate
Leverage
Practical services
Technical
Commercial
Management
Communication
The project scene
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
• The project scene
• Case study 1: Considering legal action
• Case study 2: Changing IT system/vendor
• Lessons learned
Getting aged care IT projects to succeed
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Case study 1: start situation
Payroll and rostering project
Staff resigning, high overtime costs
Project issues escalated to client lawyers
Plutonic Zoo appointed as impartial arbitrator
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Fact finding Scoping Resolving
Case study 1: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Fact finding – Scoping – Resolving
Project history
Vendor project personnel changes
Weak requirements reconciliation
Complex awards not understood
Vendor budget overrun → squeeze
Excessive manual workarounds
Case study 1: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Plutonic Zoo actions
Separate discussions with both parties
Examine implemented system
Validate perspectives against contract
Compare implementation with specifications
Fact finding – Scoping – Resolving
Case study 1: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Frame ALL issues from BOTH parties
Separate contracted from “new” needs
Categorise project issues
Fact finding – Scoping – Resolving
Case study 1: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Working groups with Plutonic Zoo facilitator
Resolve one issue at a time
Plutonic Zoo adds expertise as required
Steering group manages escalations
Negotiations -> Collaboration
Fact finding – Scoping – Resolving
Case study 1: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Working system
Happy staff
Normal working hours
Empty issue list
Substantial rework of rules base
Reimplementation
Commercial settlement
Agreed future conflict resolution process
Case study 1: outcome
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Case study 1: outcome
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Case study 1: conclusions
Consider yourself part of the problem
Common sense is not common
Expressing BAU needs is an expert job
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
• The project scene
• Case study 1: Considering legal action
• Case study 2: Changing IT system/vendor
• Lessons learned
Getting aged care IT projects to succeed
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Existing Accounting+Purchasing System
Technical issues escalated to C-level
Parties not interested in joint resolution
Plutonic Zoo appointed as project director
Case study 2: start situation
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Project history
No documented business requirements
No auditable vendor selection process
Several contract versions, nothing final or signed
Lack of trust in the vendor’s capabilities
Solving project issues a priority
Fact finding – Scoping – Resolving
Case study 2: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Plutonic Zoo findings
Overseas vendor - limited local influence
Poor implementation
Substantive manual workarounds
Lack of trust in financial figures
Fact finding – Scoping – Resolving
Case study 2: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Focus on INDIVIDUAL perceptions
Convoluted technical issues
Communication issues
Fact finding – Scoping – Resolving
Case study 2: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Repair chemistry: replace contact people
Reinstall and reconfigure the system
Professional user testing planning
“New” requirements
Fact finding – Scoping – Resolving?
Case study 2: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Joint understanding of client needs
Joint conclusion vendor could not satisfy
Decision to look for alternatives
Ongoing interim vendor support
Commercial arrangement
Case study 2: outcome1
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Professional business requirement analysis
Impartial product search
Professional closed tender process
Open communication
Self de-selection of vendors
Fact finding – Scoping – Resolving2
Case study 2: methodology
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Unanimous vendor selection
Expectations included in practical contract
Full time implementation project manager
Early resolution of project issues
Functionality prioritised above time/budget
Delayed but successful go-live
Case study 2: outcome
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Case study 2: outcome
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Case study 2: conclusions
Avoid bottomless pits
Work towards team consensus
(management, users, IT, vendor)
Plan early for project effort
Details can become showstoppers
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
• The project scene
• Case study 1: Considering legal action
• Case study 2: Changing IT system/vendor
• Lessons learned
Getting aged care IT projects to succeed
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
- Value comes from alignment to your needs;
- Only what is being used adds value
1. Qualify ‘industry best practice’:
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
2. Requirements need to be complete
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
3. Understand the relevance of questions;
know your own presumptions
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
4. Be creative: distinguish means from goals
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
5. Avoid email for controversial information
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
6. Asking for help is a sign of strength
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ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
Lessons learned
7. Conflicts are helpful
when a win/win results
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Victor Konijn+61 2 9401 [email protected]