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Transcript of Adoption Development and Adoption - The Canadian …Maximo Workflow Development and Adoption Maximo...
Maximo Workflow Development and Adoption
Maximo Workflow Development and Adoption
November 6, 2012
Agenda
ENMAX Generation
Workflows at ENMAX Background
Business Challenge
Case Study – Work Order Workflow
Steps to Workflow Adoption
Lessons Learned
Questions
ENMAX Corporation
Municipally owned, vertically integrated utility
ENMAX Corporation (ENMAX)
Vertically integrated utility: electricity, natural gas, renewable energy
Providing Albertans with electricity for over 100 years
More than 697,000 customer sites throughout Alberta
Wholly owned subsidiary of The City of Calgary
Core operations include: electricity generation, transmission and distribution
and sale of electricity, natural gas and renewable energy products to
residential and commercial customers in Alberta
Generation Assets: Wind, Natural Gas, District Energy
ENMAX Generation Plan
Peaking
Wind Farms
Combined Heat
& Power
Base Load
Distributed
Generation
Expertise increases with design complexity
District Heating
Workflows at Enmax Background
Maximo version 7.1 had been in use for 18 months at ENMAX
When it was first implemented a very rudimentary work order workflow was put in place.
Workflows have been developed for the following applications:
Purchase Requisitions
MOCR
MOC
Work Orders
Incidents
Problems
Operator Logs
Business Challenge regarding the Work Order Workflow
The old work order workflow was not providing the level of control required.
Too many cases of work orders being completed without every having been approved.
Lack of control of the work order backlog.
Too much flexibility in the old manual processes
It was impossible to tell which status work orders really should be in
Case Study Work Order Workflow Our work order workflow went from this:
To this:
•Very little control
status changes were
done manually.
•Once approved work
orders were never
workflowed again
•Complete control of status
changes and ownership
through workflow.
•Data validation at each step
in the work order life cycle.
•Ability to take any work order
into and out of workflow at
any point in lifecycle.
•Complete history of status
changes, ownership changes
and rework.
Steps to Workflow Adoption Involve the key business people in the design
Involve the key business users in the unit and acceptance testing
Be flexible in your design – adopt business changes to process
Develop excellent documentation
Workflow Diagrams
Desktop Guides (user documentation)
Set up workflows so that existing object (i.e. work orders) can enter at any stage in
their lifecycle
Implement workflow override option
Develop workflow KPIs, Reports and Queries
Add workflow assignment table to main tabs of applications
Ensure workflow assignments have good descriptions
Remove status change from application toolbar
Develop workflow assignment start center
Involve the Key Business People in the Design
Workflows belong to the business, so
they need to be involved in the detailed
design.
Your workflow efforts will have less
chance of success unless the business
has control and approval of the design.
Do not try to review the entire workflow
design in a single session, step through
it in chunks (one to two hour sessions
maximum).
Invite the right people to each session,
decision makers and doers.
Involve Key Business Users in Unit and Acceptance Testing
Through each stage of the testing process have business users involved.
When you are unit testing certain parts of the workflow have a user sit
with to do things like validate options available, and wording of choices.
When doing acceptance testing, do it in a large group setting. Go
through a checklist and validate the test results as a group. Getting
group results and feedback captured as test results will improve the final
product.
Publish the results of your acceptance tests to key business users, this
not only confirms the results, but sets expectations as to what is coming.
Be Flexible in Design – Adopt Business Changes to Process
When developing a new workflow the temptation is to “lock down the
design” and resist any changes that may come about during testing or
training.
As much as possible you should try to adopt all changes the business
identify, even if it means delaying your implementation of the workflow.
During our design/development/testing cycles we incorporated
some significant changes from the business, resulting in longer
testing cycles, and two delays in final implementation
This may be seen as “costing more” – but the end result was a workflow
that matched business processes and was better accepted by the end
users.
Develop Excellent Documentation
It is critical that when a new workflow is introduced into Maximo that the
users can lay their hands on documentation which will help guide them
through the process.
A detailed workflow diagram was
used throughout design and testing
of the workflow to validate the process.
Once the workflow went live this became
the “one page” overview that users
were able to refer to.
ENMAX develops detailed desktop
guides for major system functions.
When work order workflow went
live we had a new desktop guide
available to the users.
Set up Workflows so That Existing Objects Can Enter
There is nothing worse that opening an existing Work Order that is not in
workflow, hitting the “workflow icon” and nothing happens. Users will
quickly lose trust in the workflow icon if it leaves work orders in limbo.
Make sure any work order can enter workflow
based on status.
This will allow all work orders, even those created
before the workflow went into production to be
taken through to completion using the new
workflow process.
Implement Workflow Override Option
With work order workflow one of the issues identified by the business
was that a work order can be assigned to someone in workflow one
week, and then the following week they are away or too busy with other
tasks to complete the assignment.
In the past they would have to create an Service Reqiest to ask for the
assignment of the workflow from one person or group or people to
another.
Instead we added the OVERRIDE Workflow Assignment Option available
to select users.
This allows the user to take over an assignment from someone else.
NOTE: This was only done for the work order workflow, since re-
assigning workflow tasks is an approved business process for
work orders only.
Implement Workflow Override Option
Steps to Accomplish This Create new workflow process which
has one action – Override Workflow
Then edit Workflow
GO Buttons
to add this new workflow
to a separate button.
Pick a gif for this option
that will differentiate it from
the normal workflow icon.
Develop Workflow KPIs, Reports and Queries
Work Order Tracking KPIs for Monitoring Workflow Adoption and Use
Work Order Aging
Average age of work orders to completion 36 days
Average age of work orders to closure 66 days
Work Orders which Bypassed Workflow
Prior to the new workflow 61% of work orders skipped steps
After the new workflow only 1% of work orders have
bypassed steps in the process
Work Orders with Status Anomalies
Prior to the new workflow 24% of work orders had status
anomalies. (i.e work orders that were once approved, but now
had a status of WAPPR)
Since implementing new workflow this has improved to 6.5%
Work Orders with Stopped Workflows
Since implementing new workflow 3% of work orders have
had workflow stopped and then restarted.
This did not happen prior to this because the original
workflow was so simple
Develop Workflow KPIs, Reports and Queries
Work Order Tracking Reports
Develop Workflow KPIs, Reports and Queries
Work Order Tracking Queries
My Open Workflow Assignments
Work Orders in Workflow
Work Orders NOT in Workflow for user’s default site
Add Workflow Assignment to Main Tabs
When an object such as a work order has been put into workflow the
users really appreciate being able to easily see who it has been sent to.
This is already possible through the selection action menu, but that is not
the user friendly way of doing things.
Instead we have added a
Workflow Assignments table to
the main tab of
all of our workflowed objects
(PRs, POs, WOs, Incidents,
Problems) so
that with a single scroll of the
mouse the users can see who
things have been sent to.
This way they can immediately
see if it has been sent to the
right person or group of people.
NOTE: This feature was so well
accepted that it was
implemented in all applications
which had workflow functions.
Ensure Workflow Assignments Have Good Descriptions
Our original workflow, just had the work order number and a
brief assignment description. (see the first line above)
After a week in use, the business requested the addition of
the work order summary (short description) to the assignment.
This was done in Workflow Designer, by modifying the TASK Nodes Task Description
to include :description
Remove Status Change from Toolbar
If all status changes and ownership changes are to be controlled by your
workflow, then remove the icons from the toolbar so that people will not be
able to bypass using workflow.
This can be done in two ways, first is to remove the option using the application
designer and the second way (recommended) is to use the security module to
remove access to just those functions.
Develop Workflow Assignment Start Center
One of the issues identified by our business users was that with more
workflow assignments, their inboxes were cluttered and it was hard to
keep straight.
We solved this issue
by designing a new
start center for all users
that had separate result
sets for each application
where they could be
assigned workflow tasks.
This start center also
provides shortcuts to the
various applications which
have workflows.
Lessons Learned
When you implement a new workflow – with new business rules make
sure you test other workflows in the system to ensure they are not
impacted.
In our case we found the new work order workflow impacted the
MOC, MOCR and PR workflows.
When you first implement a new complex workflow, you can expect
several calls for help from the end users.
You can also expect that you will need to tweak the workflow with a
process revision within a week or two of going live.
Come up with a nickname for the Workflow Icon. We call it the Flux
Capacitor, or the Circle of Life. Much catchier than calling it the workflow
icon, and the users all know what we mean when we talk about it.
Questions