Change Management fundamentet for god service! Hans Ole Steensig, Funktionschef Anders J. Andersen, Change Manager

Transkript

1 Change Management fundamentet for god service! Hans Ole Steensig, Funktionschef Anders J. Andersen, Change Manager

2 Agenda Kort om Grundfos Den strategiske baggrund Hvad var de basale motiver for at igangsætte projektet? Det praktiske projektet Hvad var de væsentligste udfordringer på Grundfos, og hvordan har projektgruppen håndteret dem? Det videre forløb

3 Grundfos Headquarters

4 Grundfos Headquarters

5 Grundfos produktprogram 5

6 Grundfos internationalt Salgsselskabe r: 45 Salgsselskaber (heraf 8 salgsselskabermed produktionsaktivitet) 6

7 Grundfos internationalt Produktionsselskaber: 12 Produktionsselskaber 8 Salgsselskaber med produktionsaktivitet 11 Non-Grundfos brand selskaber 33

8 Den strategiske baggrund for Change & Release management Hvad var de basale motiver for at igangsætte projektet?

9 Globaliseringsstrategi more alike / more diverse more alike / more diverse

10 Customer Group more alike / more diverse Governmental/ Aid organizations Municipalities Industrial End Users Domestic Heating Houses Industrial OEMs Processes Structures Competences Services Technologies Contractors Wholesales Company GBJ-CR GBJ-SQ GBJ-SP GBJ-UP GBJ-LA GWP PGF GBW GMH-1 GMH-2 GEF GMU GTW GPC GSM GSI GMR GMX G - - G - -

11 Customer Group more alike / more diverse Governmental/ Aid organizations Municipalities Industrial End Users Domestic Heating Houses Industrial OEMs Processes Structures Competences Services Technologies IT IS Contractors Wholesales Company GBJ-CR GBJ-SQ GBJ-SP GBJ-UP GBJ-LA GWP PGF GBW GMH-1 GMH-2 GEF GMU GTW GPC GSM GSI GMR GMX G - - G - -

12 BRM Governance Business Consultants Super User Regional IS Mgmt IS Globalisation Building Blocks and activities Common business applications SAP Standardised technologies & tools IPT Consolidation Standardised backend LAN/WAN Standard & support ECM Service Management System Extranet & Partner Integration One network Standard desktop AD 2007 Remote access Production IT ITIL Common processes Portfolio Management Project Management Security Management

13 Driftstabilitet Change is the process of moving from one defined stage to another OGC Service Support page 168 Forkerte ændringer fører til manglende efterlevelse og ikkeplanlagt nedetid, som lammer vigtige it-services og samtidig svækker forretningen Det er sjældent at systemer brækker ned uden at der er en, der har været inde at pille ved systemet..

14 IT-sikkerhed SAP Deloitte 2005 : We observed that the design of the change management guidelines is not satisfactory, as this e.g. does not contain requirements for retention of documentation of changes and tests performed. We have tested the operating effectiveness and found that documentation was not consistently available and that the same employee on several occasions had both developed, validated and transported the change to production. Deloitte 2007: Change management regarding SAP is now documentet. Issue closed

15 IT-sikkerhed Generelle it-kontroller Deloitte 2007 : Tilretninger til applikationer skal være tilfredsstillende testet, godkendt og implementeret, og de tilrettede funktioner i applikationen i overensstemmelse med ledelsens og brugernes forventninger. Deloitte 2007: Vi anbefaler, at de nye forretningsgange for change management snarest implementeres..

16 The Grundfos SAP Business Template U2 Upgrade from SAP 4.6C to SAP ERP 6.0 Unicode conversion SAP 4.6C The challenges Z-programs Missing documentation Lacking internal change procedures SAP ERP 6.0 December Z-programs Everything well documented Internal change & release procedures fully in place

17 Configuration Management The CMDB

18 Configuration Management The CMDB

19 Customer perspective Service Delivery Service Support Service Level Management Service Delivery Service Support Service Level Management Time Business Relationship Management Business Consultancy Applications Management Business Relationship Management Business Consultancy Applications Management Business Perspective

20 Customer perspective Service Delivery Service Support Service Level Management ITIL Time Business Relationship Management Business Consultancy Applications Management Business Perspective

21 Customer perspective Service Delivery Service Support Service Level Management Business Relationship Management Business Consultancy FRA IT TIL IS Changes ITIL Time Applications Management Business Perspective 70 30

22 Den strategiske baggrund Opsummering Globaliseringsstrategi Driftstabilitet IT Sikkerhed (Revisionsrapport) SAP business template Configuration Management (CMDB) Fra IT til IS

23 Det praktiske projektet Change & Release Management Hvad var de væsentligste udfordringer på Grundfos, og hvordan har projektgruppen håndteret dem?

24 Change Management Implementation a step toward Business Excellence Anders J. Andersen, Change Manager

25 Grundfos mission Grundfos er en af verdens førende pumpeproducenter og skal: Udvikle, producere og sælge pumper af højeste kvalitet Gøre menneskers hverdag lettere Bidrage aktivt til et bedre globalt miljø 25

26 Mission Change Management Processen Do the right Changes Approval and Do the Changes right Deployment

27 Grundfos Koncernens mission GMA s mission Grundfos koncernens vision GMA-S mission Grundfos IS mission IS Afdelingens mission Min Afdelingens mission IS Change Management Processens mission

28 Process? Roles 1. Owner 2. Workers 3. Deliver input 4. Receive output 5. Activate trigger Trigger Input Output Purpose:

29 NEXT TO AS STEP BE IS Business Information Service I need a change. Trigger My change works! Input S P O C Incident Problem Change Management Output Process XX Or I got a good explanation. Capacity

30 The Challenge

31 The Strategy 1. Invent Process and Tool 2. Find a Process and implement in a Tool 3. Find a Tool, use the Process in the Tool

32 Pure project; Set the target; Define the scope What is the target? What should the project deliver not deliver What are the prerequisites TOOL WAS CHOOSEN

33 The Real Challenge; Change Business Process Define Change Organizational Change Management Implement Change in organisation

34 Det videre forløb