Midterm

Question 1

System Team

Answer 1

Primary function is to plan, coordinate, budget, and manage all aspects of the new system’s implementation.

Question 2

Team Composition

Answer 2

• Project Leader
• System Champion
• Key individuals from the areas affected by the new system
• Vendor reps
• IT professionals

Question 3

Fundamental Activities of System Implementation

Answer 3

• Organize the team and identify the system champion
• Clearly define the project scope and goals.
• Identify accountability for the successful completion of the project.
• Establish and institute a project plan

Question 4

System Champion

Answer 4

Someone who is well-respected in the organization, sees the new system as a necessity, and is passionate about its implementation.

Question 5

Qualities of a System Champion

Answer 5

• Strong communication skills
• Interpersonal
• Listening skills
• Excellent problem solving and resourcefulness
• Superior organizational talents

Question 6

Attributes of Project Goals

Answer 6

Should be:

• Specific
• Measurable
• Attainable
• Relevant
• Timely

Question 7

Project Accountability: Business Sponsor

Answer 7

The individual who holds overall accountability for the project.
-Should hail from the most heavily affected area.

Question 8

Business Sponsor: Duties

Answer 8

• Secure funding and needed business resources.
• Has final decision-making and sign-off accountability for project scope, resources, and approaches to resolution of project issues
• Identifies and supports the business owners.
• Promotes the project internally and externally. Obtains the buy-in from business constituents.
• Chairs the project steering committee
• Helps define deliverables, objectives, scope, and success criteria.
• Removes business obstacles to meeting project deadlines

Question 9

Project Accountability: Business Owner

Answer 9

Has the day-to-day responsibility for running a function or a department.

Question 10

Business Owner: Duties

Answer 10

• Representing their department or function at steering committee and project team meetings.
• Securing and coordinating necessary business and departmental resources.
• Removing business obstacles to meeting to project timeline
• Working jointly with the project manager on several tasks.

Question 11

Project Accountability: Project Manager

Answer 11

Handles day-to-day direction setting, conflict resolution, and communication needed by the project team.

Question 12

Project Manager: Duties

Answer 12

• Identify and obtain needed resources.
• Deliver the project on time, on budget, and according to specs.
• Communicate progress to sponsors, stakeholders, and team members.
• Ensure diligent risk monitoring is in place and appropriate risk mitigation plans have been developed.
• Identify and manage the resolution of problems/issues.
• Maintain the project plan.
• Manage project scope.

Question 13

Joint Duties of Business Sponsor, Owner, and Project Manager

Answer 13

• Set Meeting Agendas
• Manage meetings
• Track project progress
• Communicate project status
• Escalate issues as appropriate.
• Resolve deviations and issues related to the project plan.

Question 14

Project Accountability: IT Manager

Answer 14

Senior IT person assigned to project is responsible for:

• Representing the IT department
• Has final IT decision-making authority and sign-off
• Helps remove obstacles to meeting timelines.
• Promotes the project internally and externally with IT constituents.

Question 15

Major Activities of Implementation Process: Workflow and Process Analysis.

Answer 15

Identify ways to:

• Improve workflow
• Simplify tasks
• Eliminate redundancies
• Improve Quality
• Improve user satisfaction
• Avoid automation of outdated and inefficient processes
• Gain initial buy-in by including users during the redesign.

Question 16

Major Activities of Implementation Process: System Installation

Answer 16

• Install hardware, software, and network infrastructure to support new system.
• Build necessary interfaces.
• Pilot the system in a unit or area before widespread rollout. (Evaluate effectiveness, address bugs/concerns, apply lessons learned to other units)

Question 17

Major Activities of Implementation Process: Staff Training

Answer 17

• Decide between a “train the trainer” or “pool of trainers” strategy
• Timing of the training: “Just-in-time” training
• Update procedure manuals
• Communicate who to contact for support/troubleshooting

Question 18

Staff Training: Train the Trainer

Answer 18

• Train select staff in a given area to become Super Users
• Super users train/educate their co-workers
• Super users should be respected among the staff in their given area.

-Cons: Super users may be drawn away from the organization to apply their new skill sets elsewhere.

Question 19

Staff Training: Pool of Trainers

Answer 19

Selecting staff that are knowledgeable about the entire system and rotating them to different areas/departments to train others.

Question 20

Staff Training: Just-in-Time

Answer 20

Providing training sessions to staff at regular intervals prior to the go-live in both a distraction-free as well as a live setting.

-Mastery of the system prior to go-live is guaranteed to improve success rates.

Question 21

Major Activities of Implementation Process: Conversion

Answer 21

• Convert the data from the old system to the new.
• Clean the date prior to conversion. (Ensure the data is complete, accurate, and current)
• Run data through validation checks to ensure accuracy
• Test the use of the newly transferred data.

Question 22

Major Activities of Implementation Process: Communication

Answer 22

An effective communication plan:

• Aids members of the implementation team in communicating and coordinating their activities.
• Identifies how progress will be conveyed to key constituent groups.
• Formal communication and Informal communications.
• Although methods may vary, the message should be consistent and the information presented timely and up-to-date.

Question 23

Major Activities of Implementation Process: Preparation for Go-Live

Answer 23

Implementation team ensures:

• The system is ready through testing
• Staff are adequately trained.
• Appropriate procedures are in place.
• Disaster recovery plans are in place.
• IT staff in place to monitor and assess system issues/errors.

Question 24

Major Activities of Implementation Process: System Downtime Procedures

Answer 24

Processes in place for the the expected and unexpected downtime that the system will experience.

Question 25

Managing Change: Leadership

Answer 25

Leaders must: - Define the nature of the change - Communicate the rationale for and approach to the change. - Identify, procure, and deploy necessary resources. - Resolve issues and alter direction as needed. - Monitor the progress of the change initiative.

Question 26

Managing Change: Language and Vision

Answer 26

Describe the Vision: - What will the world look like after the change? - How staff roles and work life will be different? - Why is this change important? Use careful Language: - "Should" instead of "Must" - "We' instead of "You"

Question 27

Managing Change: Connection and Trust

Answer 27

Staff are willing to rise to a challenge if they TRUST their leadership: - Act in the best interest of the staff/organization - Listen and respond to the concerns of the staff/organization

Question 28

Managing Change: Incentives

Answer 28

Intrinsic: Excitement over change; Fear of what happens upon failure Extrinsic: Bonuses, promotions, awards

Question 29

Managing Change: Planning, Implementing, Iterating

Answer 29

Change must be PLANNED: - Tasks must be allotted resources. - Accountable staff for task performance must be determined - When problems arise, iteration and adjustment is necessary

Question 30

Behavioral Factors: Appropriate Environment

Answer 30

Create an appropriate environment: - User expectations will vary - Clear and effective communication is key

Question 31

Behavioral Factors: Not Underestimating User Resistance

Answer 31

- Understand the culture of the organization before investing in a system. - User acceptance occurs when users see and realize the benefits to themselves and to patients upon adoption of the new system.

Question 32

Behavioral Factors: Manage Unintended Consequences

Answer 32

- More work or New work - Workflow - System Demands - Communication - Emotions - New kinds of Errors - Power shifts - Dependence on the system

Question 33

Organizational Factors: Allocation of Sufficient Resources

Answer 33

- Adequate technical staff expertise | - Reliable and secure IT infrastructure

Question 34

Organizational Factors: Provide Adequate Training

Answer 34

- Training BEFORE launch and AFTER launch, as the system is updated - Use varied training methods to target different types of learners.

Question 35

Organizational Factors: Establish a Strong Vendor Relationship

Answer 35

- Define expectations, resource needs, and timelines | - Have open, honest, and candid conversations when problems arise or differences in expectations occur

Question 36

Support and Evaluation: Problem Detection and Solution

Answer 36

Problems WILL be detected and changes WILL be required: - IT staff should correct the problem or work with the vendor on a solution. - The vendor may detect glitches and develop upgrades or patches.

Question 37

Support and Evaluation: Optimize System Use

Answer 37

Maximize efficiency by: - Additional training - Revised workflows - Adding new features and functionality - Using data from the system for quality improvement initiatives.

Question 38

IT-Enabled Value Defined

Answer 38

Value can be: - Tangible and Intangible - Significant - Variable across organizations - Diverse across IT proposals - Diverse in a single investment - Have different analyses for different objectives.

Question 39

IT-Enabled Value: Tangible

Answer 39

- Increases in Revenue - Fewer Errors - Reduction in Turnover

Question 40

IT-Enabled Value: Intangible

Answer 40

-Improved Decision Making, Communication, and Compliance.

Question 41

National Research Council (NRC)'s IT Objectives: Infrastructure

Answer 41

Enables other investments or applications to be implemented and deliver desired capabilities.

Question 42

National Research Council (NRC)'s IT Objectives: Mandated

Answer 42

May be necessary in order to comply with the initiatives of accrediting bodies

Question 43

National Research Council (NRC)'s IT Objectives: Cost Reduction

Answer 43

Highly amenable to ROI and other quantifiable dollar-impact analyses

Question 44

National Research Council (NRC)'s IT Objectives: Specific New Products and Services

Answer 44

Involved consumer utilization, competitor response, and impact on related businesses.

Question 45

National Research Council (NRC)'s IT Objectives: Quality Improvement

Answer 45

Examples: - Reduced Waiting Times - Improved patient query for physicians - Improved treatment outcomes - Reduction in errors

Question 46

National Research Council (NRC)'s IT Objectives: Major Strategic Initiative

Answer 46

Intended to significantly change the competitive position of the organization or redefine the core nature of the enterprise.

Question 47

Classes of System Investment: Transformation

Answer 47

- Effects a significant improvement in overall performance | - Changes the nature of the organization

Question 48

Classes of System Investment: Renewal

Answer 48

- Upgrade core IT infrastructure and applications - Reduce the costs - Improve the quality of IT services

Question 49

Classes of System Investment: Process Improvement

Answer 49

-Improve the operations of a specific business entity.

Question 50

Classes of System Investment: Experiments

Answer 50

Evaluate new information technologies and test new types of applications

Question 51

Sources of Value Information

Answer 51

- Conferences - Industry publications - Industry research organizations - Consultants - Vendors - Formal Financial Analysis

Question 52

Formal Financial Analysis: Net Present Value

Answer 52

Calculated by subtracting the initial investment from the future cash flows that result from the investment.

Question 53

Formal Financial Analysis: Internal Rate of Return

Answer 53

Discount rate at which the present value of an investment's future cash flow equals the cost of investment.

Question 54

Comparing Different Values: Scoring

Answer 54

- Select key proposal areas for scoring - Assign a score to each area ranging from 1 (minimal/no contribution) to 5 (significant contribution) Benefits: - Forces leadership to discuss why team members scored areas differently - Forces leadership to defend their decision to denounce a high score or support a low score

Question 55

Tactics to Reduce the Budget

Answer 55

Questions to address proposed IT solutions: - Is it mandatory due to new regulations? - Can it be put off for another year? - Does the IT staff have time to take on a new project? - Does the user department have stable management? - Are the value propositions and resource estimates complete? - Is there a less expensive application or non-IT solution? - Can the progress occur at a slower pace?

Question 56

Common Proposal Problems: Fractions of Effort

Answer 56

Saving fractions of staff effort does not always lead to salary savings.

Question 57

Common Proposal Problems: Reliance on Complex Behavior

Answer 57

People do not always behave as we expect or want them to.

Question 58

Common Proposal Problems: Unwarranted Optimism

Answer 58

- Assumption that nothing will go wrong - Assumption that you can control all variables - Assumptions that exact changes in work processes have been pinpointed and system needs are therefore concrete. - Assumptions that everyone can devote all of their time to a project.

Question 59

Common Proposal Problems: Shaky Extrapolations

Answer 59

Assuming that first year gains will continue during the remainder of the project's lifetime.

Question 60

Common Proposal Problems: Underestimating the Effort

Answer 60

-Forgetting to account for the time users and managers devote to system design, developing workflow changes, and training

Question 61

Common Proposal Problems: Fairy-Tale Savings

Answer 61

Redeploying expenses instead of reducing the budget

Question 62

Common Proposal Problems: Failure to Account for Post-Implementation Costs

Answer 62

Maintenance contracts, hardware upgrades, etc

Question 63

Ensuring Delivery of Value

Answer 63

- Make sure the homework is done on a proposed project. - Require formal project proposals - Manage the project well - Manage outcomes - Conduct Post-Implementation Audits - Celebrate value achievement - Leverage organizational governance - Shorten the deliverables cycle

Question 64

Ensuring Delivery of Value: Increase Accountability for Investment Results

Answer 64

- Business owner should defend the investment - Project sponsors and business owners must understand the accountability for successful completion of the project - Present projects in a forum that routinely reviews requests.

Question 65

Ensuring Delivery of Value: Benchmark and Communicate Values

Answer 65

Benchmark your performance against the performance of your peers Develop a Communication plan for 12 months ahead

Question 66

Types of Portfolio Investments: Infrastructure

Answer 66

The core IT that serves as the foundation for all applications.

Question 67

Types of Portfolio Investments: Transactional

Answer 67

Supports the core operations processes

Question 68

Types of Portfolio Investments: Informational

Answer 68

Supports the decision making, such as clinical decision support, quality measurements and analyses, market assessment, and budget performance

Question 69

Types of Portfolio Investments: Strategic

Answer 69

Critical to the furthering of an organization's strategy

Question 70

IT Value Challenges: Factors that Hinder Value Return

Answer 70

- Overall strategy is wrong or it fails to adequately assess its competitive environment. - Necessary IT applications and infrastructures are not appropriately defined. - The organization fails to identify all the investments and initiatives necessary to carry out its plans - Failure to execute the IT plan well - External factors (competitor actions, customer reactions)

Question 71

IT Value Challenges: Investment-Performance Relationship

Answer 71

- Spending more money on IT is no guarantee that the organization will improve. - Factors other than the appropriate tool for the task can influence the relationship. (e.g. nature of the work, competitive position in the market)

Question 72

IT Value Challenges: Progressive Realization of IT Value

Answer 72

- Requires innovation in business practices - Economic value comes from incremental innovations rather than "big bang" initiatives - Strategic impacts comes from the cumulative effect of sustained initiatives to innovate business practices.

Question 73

Digital Maturity

Answer 73

Studied the performance of companies based on two variables: - Digital intensity - Transformation Management Intensity -Defined by CapGemini

Question 74

Digital Maturity: Digital Intensity

Answer 74

The extent to which a company had invested technology-enabled initiatives to change how the company operates.

Question 75

Digital Maturity: Transformation Management Intensity

Answer 75

The extent of the leadership capabilities necessary to drive digital transformation through the company. -Determined to be the more important variable of the two.