An ERP Implementation and Business Process Reengineering at a - PDF by vei21189


									                                                                                                                                                  departed from its common business           The provost appointed the head of            more fields. Entering a student applica-

                      An ERP
                                                                                                                                                  practices, but that would have required     administrative information systems (AIS)     tion took one to two minutes on the
                                                                                                                                                  ongoing maintenance of these cus-           as the project manager. Four core            legacy system. Entering an application
                                                                                                                                                  tomizations. In addition, ERP vendors       implementation teams were put                in SA takes twice as long. On the posi-
                                                                                                                                                  provide frequent minor patches and          together, one for each student service       tive side, this time decreased from about
                                                                                                                                                  occasional major upgrades; any changes      office. The Admissions team included         four to six minutes when the admis-

                  Implementation                                                                                                                  to the original system have to be
                                                                                                                                                  reviewed and thoroughly tested when-
                                                                                                                                                  ever a patch or an upgrade is applied.
                                                                                                                                                    The campus had to accept the new
                                                                                                                                                  way of operating, adopting as many of
                                                                                                                                                                                              one representative from AIS and two
                                                                                                                                                                                              from the admissions office. Two employ-
                                                                                                                                                                                              ees from AIS, two from the registrar’s
                                                                                                                                                                                              office, and one from the advisement
                                                                                                                                                                                              office made up the Student Records
                                                                                                                                                                                                                                           sions office first started using the new
                                                                                                                                                                                                                                           system to about two to three minutes
                                                                                                                                                                                                                                              Due to the high number of tables and
                                                                                                                                                                                                                                           the importance of accurate data in the

                    and Business Process                                                                                                          the new processes as possible to take
                                                                                                                                                  full advantage of the new system and to
                                                                                                                                                  minimize the complexity of ongoing
                                                                                                                                                                                              implementation team. The Student
                                                                                                                                                                                              Financials team included one employee
                                                                                                                                                                                              from AIS and two from the bursar’s
                                                                                                                                                                                                                                           new system, users now have to review
                                                                                                                                                                                                                                           multiple exception edit reports. The
                                                                                                                                                                                                                                           campus IT staff wrote many reports to

                     Reengineering at a                                                                                                           maintenance. That meant training end
                                                                                                                                                  users not only on the new system but
                                                                                                                                                  also on the new way of operating.
                                                                                                                                                                                              office. The Financial Aid implementation
                                                                                                                                                                                              team included one employee from IT
                                                                                                                                                                                              and two from the financial aid office.
                                                                                                                                                                                                                                           catch duplicate records and other invalid
                                                                                                                                                                                                                                           or unreasonable data. For example, one
                                                                                                                                                                                                                                           report displays incomplete addresses

                       Small University                                                                                                             The reengineering experience has been
                                                                                                                                                  difficult, but also rewarding. Perhaps
                                                                                                                                                  the biggest lesson learned was that a
                                                                                                                                                                                              Respective office supervisors and many
                                                                                                                                                                                              cross-functional participants were also
                                                                                                                                                                                              important members of these teams.
                                                                                                                                                                                                                                           when one or more address fields are
                                                                                                                                                                                                                                           missing, such as a ZIP code. Another
                                                                                                                                                                                                                                           report helps verify that all current stu-
                                                                                                                                                  school needs to be proactive with reengi-                                                dents have at least one active address
                                                                                                                                                  neering and should plan for changes to      Increased Data                               entered in the database. It takes time to
                                                             Implementing enterprise resource             In 1998 the University of Wisconsin     business processes before implement-        and Information                              review these reports and make neces-
         Implementing an                                  planning (ERP) systems frequently            System purchased a system-wide license     ing a particular module.                      Administrative users quickly discov-       sary corrections to the data in the sys-

                ERP system                                requires organizations to change their
                                                          existing business practices to fit the new
                                                                                                       to use PeopleSoft SA. The UWS campus
                                                                                                       started its implementation with the        The Implementers
                                                                                                                                                                                              ered that the time needed to enter data
                                                                                                                                                                                              increased significantly on the new sys-
                                                                                                                                                                                                                                           tem. Those who intend to tackle an ERP
                                                                                                                                                                                                                                           implementation should plan to spend
             teaches small                                system. Small colleges and universities
                                                          like the University of Wisconsin–Supe-
                                                                                                       Admissions module, which tracks
                                                                                                       prospective students and students’
                                                                                                                                                    The decision to implement People-
                                                                                                                                                  Soft SA was made by a steering com-
                                                                                                                                                                                              tem. Whereas the legacy system used
                                                                                                                                                                                              one or two main data-entry screens and
                                                                                                                                                                                                                                           additional time reviewing such reports
                                                                                                                                                                                                                                           and making appropriate corrections to
               colleges and                               rior (UWS) face specific challenges and
                                                          opportunities when implementing an
                                                                                                       admission status. The module went live
                                                                                                       in spring 2000. The Student Records
                                                                                                                                                  mittee that included the university’s top
                                                                                                                                                  management and leaders from the uni-
                                                                                                                                                                                              required filling in a dozen or so fields,
                                                                                                                                                                                              the new system demanded that users
                                                                                                                                                                                                                                           the data.
                                                                                                                                                                                                                                              The reports produced on the legacy SIS
                universities                              ERP system. UWS learned valuable             module, used for tracking student          versity’s main student service offices.     navigate through five to ten screens to      could not always be replicated on the
                                                          lessons about reengineering business         records, grades, and classes, went live                                                         complete the same process. The      new system. In fact, administrative staff
             lessons about                                practices while implementing People-         with early registration in spring 2000,                                                         new system captures much            along with campus IT staff redesigned
                                                          Soft Student Administration (SA), lessons    and fully live in fall 2000. The two                                                             more data in its relational        most reports to take advantage of the
             reengineering                                most applicable to other small colleges      remaining modules, Student Financials                                                            database, composed of dozens,      additional data now being collected by

         business practices                               and universities embarking on their own
                                                          ERP projects.
                                                                                                       — handling fees and student payments
                                                                                                       — and Financial Aid — managing stu-
                                                                                                                                                                                                         potentially hundreds of tables.
                                                                                                                                                                                                         It thus requires users to nav-
                                                                                                                                                                                                                                           SA and of the greater reporting capabil-
                                                                                                                                                                                                                                           ities provided by the system, such as
                                                                                                       dent loans, grants, and direct lending —                                                          igate through many more           cross-tabs and charts. Some data could
                                                          Background                                   also went live in fall 2000.                                                                       screens and populate many        no longer be presented in a certain for-
                                                             UWS is a small liberal-arts college in       Based on the implementers’ goal of                                                                                               mat. For example, one legacy report
                                                          Northern Wisconsin with about 2,700          installing the system on schedule and                                                                                               listed current students. The report
                                                          on-campus students. It is one of 13 four-    within budget, this project succeeded.                                                                                              showed one line per student, using four
                                                          year universities in the University of       Nevertheless, not every part of the pro-                                                                                            columns for first two majors and first
                                                          Wisconsin System. UWS built its legacy       ject went exactly as planned. The imple-                                                                                            two minors. SA does not limit the num-
                                                          system on a Unisys A-Series mainframe        menters learned many valuable lessons                                                                                               ber of majors or minors that a student
                              By Ilya V. Yakovlev
                                                          in the 1980s, with several major addi-       in the process. The biggest challenge                                                                                               can have. Therefore, it made sense to
                                                          tions implemented in the 1990s. The          was dealing with changes to the business                                                                                            redesign the report to list every major
                                                          SIS supported touch-tone registration,       practices that the campus had devel-                                                                                                and minor on a new line. End users
                                                          grading, automated billing, degree audit-    oped around the legacy system since                                                                                                 redesigned many reports in a way that
                                                          ing, and direct lending. Because of the      the 1980s.                                                                                                                          combined information from two or
                                                          system’s proprietary nature, only fac-          SA is a configurable package. Never-                                                                                             more legacy listings, thus reducing the
                                                          ulty, advisors, and administrative staff     theless, it brings with it many business                                                                                            total number of reports. Future imple-
                                                          could access it. The SIS also could not      functionalities employed by other, usu-                                                                                             menters of an ERP system should plan
                                                          handle the increasing demand for Web-        ally large, schools that cannot be mod-                                                                                             to review and redesign all of their legacy
                                                          based student services and for end-user      ified. The campus IT staff could have                                                                                               reports to take advantage of the new
                                                          reporting.                                   rewritten those functionalities that                                                                                                system.

52   E D U C A U S E Q U A R T E R LY   • Number 2 2002                                                                                                                                                                                          Number 2 2002 •   E D U C A U S E Q U A R T E R LY   53
       Although administrative users now                                                                 duplicates, as names are frequently mis-
     use more screens and enter more data,                                                               spelled and addresses are formatted dif-
     this new data helps produce meaningful,                   Admissions data entry                     ferently. Moreover, prospects are not
     accurate reports for the university’s man-                   became especially                      required to provide their social security
     agement at various levels and for the                                                               numbers. Therefore, the report cannot
     University of Wisconsin System, the                    important, as the point at                   rely on that field to eliminate duplicate
     central authority over our campus. In                                                               prospects.
     addition, administrative users are becom-
                                                            which most demographic                          The campus IT staff implemented a
     ing more comfortable with the new sys-                        data is captured.                     third-party system, FirstLogic, that for-
     tem and more facile with the new                                                                    mats addresses in accordance with postal
     screens and processes.                                                                              regulations when entered into the sys-
                                                          dents receive, and the set of classes in       tem. As a side benefit, this system helps
     Data Sharing                                         which they will be eligible to enroll. A       discover duplicates by making the
        Administrative users from the admis-              late removal of a hold on a student’s          address fields consistent. For example,
     sions, registrar’s, bursar’s, and financial          record, for example due to a misplaced         the duplicate detection report could
     aid offices had to change the way they               transcript, can prevent a student from         miss two entries because the word
     operate with respect to other offices.               registering online.                            “street” was formatted as “St” in one
     While the legacy SIS provided few data-                                                             address record and as “Street” in another.
     sharing capabilities, SA took data shar-             Duplicate Records                              FirstLogic now replaces any variation
     ing to an enterprise-wide level. A                      The legacy SIS tolerated duplicate          of “street” with “St” per postal regula-
     prospective student’s address, entered               entries. Most student data were stored in      tions, thus enabling the report to catch
     in the admissions office, would be visi-             two tables, so when a duplicate entry was      more duplicates.
     ble by the other three offices instantly.            discovered, merging two records in one
     That has significant implications on                 table and several records in the other         Time Dimension to Data
     other offices. For example, an incorrect             wasn’t difficult. SA is far less tolerant of      The legacy SIS recorded the most
     entry in an address field could prevent              duplicates. This ERP system’s relational       recent information about a student. It
     the student from receiving an impor-                 database potentially requires modifying        kept only the latest mailing and per-
     tant mailing from the registrar’s office.            dozens of tables to merge two student          manent addresses, recorded only the
     An incomplete record of a transfer stu-              entries. Over time the system generates        latest major. SA added a time dimension
     dent’s credits from another school could             hundreds of records in dozens of tables        to most records. For example, student
     prevent a student from competing for                 for every student, and eliminating dupli-      and faculty addresses and names now
     certain types of financial aid.                      cate entries is a major task.                  are inserted and tagged with a specific
        Admissions data entry became espe-                   Administrative users and IT staff had       date. Future dates can also be used, so
     cially important, as the point at which              to design processes for detecting dupli-       offices had to redesign the forms they
     most demographic data is captured.                   cate records and eliminating them.             have students and faculty fill out to
     Addresses entered at this point may be               Much prospective student data is taken         capture when this change will occur
     used to send important promotional                   over the phone, and student names and          or whether it has already occurred.
     mailings such as registration deadlines              addresses can be misheard easily. There-          The legacy screens required data
     and tuition information. The exact                   fore, duplicate records are likely to be       entry operators to overtype the infor-
     spelling of the student’s name is used               generated at this one point. Because           mation currently stored. The new sys-
     later to create the student’s account for            many prospects never follow through            tem calls for insertion of data rows —
     Web services, Web portal, and e-mail                 and become students, and because the           a major change in operation requiring
     accounts. The Web services account                   number of prospective entries is large         significant retraining and rethinking
     grants access to registration, grade                 (thousands per term on this campus),           for administrative support staff from
     lookup, unofficial transcript, degree                administrative users and IT staff agreed       all offices.
     audit, and other student data. The Web               to accept duplicates at this stage. They          Most dated entries are straightfor-
     portal is used as part of several classes.           catch most of the problems when                ward, while others require careful anal-
     The e-mail account is often used for                 prospects apply for admission to the           ysis. For example, if a student drops
     important communications from advi-                  school and supply more accurate data on        classes early in a semester, a certain
     sors, instructors, and administrative staff.         paper.                                         percentage of class fees may be refund-
     Changing an incorrectly spelled account                 The IT staff designed an exception          able. However, the date used to record
     would be a lengthy process.                          edit report that tries to match student        the drop must be examined carefully
        The admissions office also enters trans-          addresses, names, birth dates, and social      to ensure that it is the exact date when
     fer credit and GPA data important in                 security numbers in various combina-           the student officially dropped the
     determining proper student classifica-               tions to detect as many duplicates as          classes, not the date when the student
     tion, the amount of financial aid stu-               possible. This report could not catch all      signed the form or today’s date.

54   E D U C A U S E Q U A R T E R LY   • Number 2 2002
Legacy Data                                   Web-based interface (registration,            unacceptable functionality or add miss-
  Not all legacy data could be migrated       grade lookup, degree audit, and unof-         ing functionality to the system. When-
to the new system cleanly. Because the        ficial transcript), Web portal (for class-    ever a patch or an upgrade is applied,
SIS did not have a time dimension to          specific activities), and e-mail. The         these customizations have to be reex-
data, much of it had to be recreated          campus IT staff designed a process to         amined, reapplied, and tested. There-
manually. For example, administrative         create just one account for all three         fore, customizations are highly unde-
support staff had to enter titles for cer-    types of services, but is still working on    sirable, as they complicate future
tain courses and the dates when they          the details of password synchroniza-          maintenance of the system.
changed. They also had to correct the         tion and account changes among the               Schools can expect to patch and
data for certain returning students.          three systems.                                upgrade their systems frequently, at least
Specifically, they had to indicate that a        UWS was one of the first schools in        quarterly. Many changes to state and
student first was an undergraduate stu-       the United States to use SA Web-based         federal regulations, especially those con-
dent before becoming a graduate stu-          services. In its first releases, SA’s Web-    cerning student financial aid, drive the
dent on this campus. The data migrated        based interface required several modifi-      releases of upgrades. They usually must
from the legacy system provided only          cations. For example, the campus IT           be applied promptly to comply with the
the latest program of study.                  staff had to reword unclear messages          regulations.
                                              displayed by the system and modify the           Administrative offices must select
Web-Based Services                            way information appeared on the screen.       good testers and allocate times when
   SA enables the delivery of many ser-       Later releases from the vendor fixed          they can test the system without signif-
vices over the Web. Students can now          many of the interface’s deficiencies.         icantly disrupting operations. UWS IT
register for classes using E-Hive, a Web-     Aspiring implementers should be pre-          staff first applies patches and upgrades
based interface. Because of school policy,    pared to correct errors in an ERP sys-        to several laptops containing the test
a student’s enrollment period is usually      tem if acquiring one of its first versions.   environment, which represents a com-
determined by classification: seniors can     Asking the users for prompt feedback          plete copy of SA along with the latest
register before juniors, juniors before       when they encounter problems makes            version of the database. Administrative
sophomores, and sophomores before             for faster fixes, too.                        users can then borrow these laptops to
freshmen. Therefore, students first have                                                    conduct testing at their convenience.
to log in to check the date and time          Maintenance                                   Because patches and upgrades usually
when their enrollment period starts.             ERP vendors release periodic patches       have to be applied promptly, the testing
   Once they become eligible to enroll,       and upgrades. SA is no exception. Any         effort can’t take very long. The imple-
students can indicate the classes in          change to the system requires thorough        menters at UWS try to complete all test-
which they wish to enroll and initiate a      testing to ensure that the affected func-     ing within one week after patches have
registration request. Some classes may be     tionalities remain operational. Schools       been applied to the test environment.
full by the time a student places the         often make modifications that correct            IT staff must take the system down to
request, or a student may not have ful-                                                     apply patches. UWS IT staff found that
filled the necessary prerequisites. A stu-                                                  the best time to apply patches is over a
dent may also have a registration hold                                                      weekend. That minimizes interruption
on record, caused by an outstanding                                                         to Web-based and other services pro-
parking fine or a library fee, for example.                                                 vided by SA and allows for recovery time
The system checks the prerequisites, cur-                                                   before the next Monday. UWS admin-
rent enrollment, and the capacity of a                                                      istrative support staff commonly come
class, and either confirms enrollment                                                       in on weekends to finish outstanding
or rejects the enrollment request and                                                       tasks, so UWS IT staff must coordinate
provides instructions on how to remedy                                                      carefully with all offices in bringing the
the problem.                                                                                system down. A representative from the
   Web-based services required the                                                           IT staff informs the entire campus
campus to redesign the way student                                                            through an e-mail whenever system
accounts are assigned. In the past stu-                                                        down time is anticipated.
dents registered in person at the reg-                                                            Major version upgrades can change
istrar’s office and received an e-mail                                                          delivered functionality significantly.
account after their first registration.                                                          End users may need to attend train-
With SA, students have to have an                                                                ing on the new version of the prod-
account before they can register                                                                uct to learn new features and new
online — and not simply an e-                                                                 ways of performing tasks. Offices
mail account. The new                                                                       should plan for continual training,
account grants access to SA’s                                                               whether on site or off.

                                                                                                  Number 2 2002 •   E D U C A U S E Q U A R T E R LY   55
        ERP projects are notorious for increas-           mentation’s difficulty, of course, but a        informed that the new system would
     ing staff turnover. Implementers should              small campus also means short report-           require changes to how they enter data
     plan to cross-train all users and IT staff           ing lines and versatile staff. Other imple-     and receive information. A new student
     to help mitigate the effects of potential            menters at small campuses should use            administration system will likely have
     staff departures. The top management at              these factors to their advantage.               students register for classes and receive
     UWS strove to retain all implementers.                  Decisions about changing processes,          grades on the Web. Faculty should be
     Nevertheless, one systems programmer                 sending staff to training, or setting the       prepared to view and print class rosters
     left during the implementation, and                  implementation schedule can be made             and enter student grades on the Web.
     one financial-aid specialist transferred to          faster on a small campus. Consultants           Administrative staff should expect to
     another department following the                     will be needed, but their numbers can be        review more reports, enter more data,
     implementation. A review of retention                minimized by tapping highly versatile           and spend more time doing so.
     policies can help keep valuable staff.               staff. Also, internal staff should have            Users of the new system at UWS had
                                                          additional powers to make decisions.            to learn a lot of new terms. For example,
     School Culture                                          Small campuses can keep their imple-         a screen is now called a panel; a date-spe-
        ERP databases require that data about             mentation groups small and encourage            cific entry, a row; a shortcut to a partic-
     every person be tagged with a unique                 cross-training. In this way, administra-        ular panel, a favorite. Implementers
     identifying number. Although users can               tive users become more aware of how             found it useful to use the new terms
     search for a person in the system using              their work affects others and proactive         exclusively during on-campus training
     last and first name, the unique identifier           in changing business practices to fit the       sessions to help the transition process.
     is one sure way of locating a student’s or           new system.                                     The new terms became very familiar
     an employee’s record. Because UWS                       It is especially important for a small       after the first few months.
     keeps track of both students and employ-             campus to adjust its business processes            The implementers ultimately discov-
     ees in SA, administrative users had to               to fit the new system rather than cus-          ered that many more business processes
     learn to distinguish between the two.                tomizing the system to fit existing prac-       would need reengineering after the sys-
        Even though numbers will identify                 tices. UWS chose to apply very few cus-         tem went live. Because the campus is so
     everyone on campus, that doesn’t mean                tomizations, as the university’s IT staff       small and the system so large and com-
     the school’s culture has to change.                  were already overloaded with existing           plex, a limited amount of testing was
     Unique IDs are now used everywhere,                  tasks and could not take on the addi-           accomplished. Being proactive and com-
     but the implementers at UWS designed                 tional maintenance.                             pleting as much business processes
     mailings and other communications                       Critically, the campus community —           reengineering as possible before the sys-
     with students, faculty, and staff in a per-          including faculty, students, administra-        tem goes live is crucial in an ERP project.
     sonalized way that conveys the warm                  tive staff, and top management — was            Future implementers should plan for
     culture of the school. To help alleviate
     anxiety during the first Web-based reg-
     istration, the registrar’s office allowed
     in-person registration for those students             Further Reading
     who didn’t want to register online. This              ■   Common issues that affect most ERP implementations
     measure, among others, helped the                     Bingi, P.; M. K. Sharma, and J. K. Godla, (1999). “Critical Issues Affecting an ERP
     school promote the system, yet reduce                     Implementation,” Information Systems Management, 16 (3), 1999, 7–14.
     stress and anxiety.                                   ■   Lessons from an ERP implementation at another university
                                                           Hochstettler, T., et al., “Simultaneous Process Reengineering and System Replacement
     Lessons Learned                                          at Rice University,” CAUSE/EFFECT, 22 (3), 1999, 9–17.
       The major challenge in reengineer-                  ■ A model specifying those things that must go right in order for an ERP
     ing business processes was to forget the              implementation to succeed
     traditional way of doing things and                   Holland, C. P., and B. Light, “A Critical Success Factors Model for ERP Implementation,”
                                                               IEEE Software, 16 (3), 1999, 30–36.
     become open minded about the new
     functionalities that SA offered. Many of              ■   Lessons from another ERP implementation at a small college
     these functionalities improved the way                Jaacks, G. E., and M. Kurtz, “Lessons Learned in Process Reengineering at a Commu-
                                                               nity College,” CAUSE/EFFECT, 22 (4), 1999, 26–29, 33–35.
     the campus operates, although some
     did not fit our small campus very well.               ■   Practical guidelines for ERP implementers in higher education
     Some could be reconfigured, but users                 McCredie, J., and D. Updegrove, “Enterprise System Implementations: Lessons from the
                                                              Trenches,” CAUSE/EFFECT, 22 (4), 1999, 9–16.
     had to adjust to those that could not.
       Implementing an ERP system on a                     ■   Lessons from the IT perspective following the ERP implementation at UWS
     small campus provides a challenge as                  Yakovlev, I. V., and M. A. Anderson, “Lessons from an ERP Implementation,”
                                                              IT Professional, 3 (4), 2001, 2–7.
     well as an opportunity. Small staff and
     low compensation add to the imple-

56   E D U C A U S E Q U A R T E R LY   • Number 2 2002
multiple test cases and for significant      deal with unofficial transcripts or degree       the IT department for such a list and
business process reengineering.              audits in paper form, as they are now            wait for it for several days.
   Many of the changes to the business       available on the Web. Instructors’ class      ■ Understandably,        paper reports
processes required administrative offices    rosters are available online. Students           become obsolete the moment they
to capture more data, use more entry         can look up their final grades as soon as        are printed out. Over time the new
screens, and spend more time entering        they are issued. Administrative support          system should eliminate many man-
data and reviewing reports. Future imple-    staff can locate student records faster          ual tasks and instantly provide current
menters should plan to hire temporary        when somebody inquires about them.               and accurate information to students,
additional staff to help during the imple-   They can also produce their own reports          faculty, advisors, and the university’s
mentation. They should also plan for         and mailing labels without requesting            decision-makers.
additional staff for those areas most        help from the IT department.                     The success of the ERP implementa-
strained by the changes brought about           ERP implementations often eliminate        tion at UWS results from the dedica-
by the new system.                           administrative positions, but on small        tion and expertise of its implementers,
   Choosing the most flexible and the        campuses that shouldn’t be an issue.          and to excellent support from the uni-
highest-ranking personnel for business       This knowledge should help alleviate          versity’s top management and from the
process reengineering ensures that the       the stress of many reluctant participants.    University of Wisconsin System. Other
new ways of conducting business are          In addition, the system greatly upgrades      small colleges who can muster that level
accepted and planned for. The high rank      administrative skills. However, the skills    of support and appropriate resources
of the personnel involved prompts accep-     of existing administrative and IT staff       can expect the same success in their ERP
tance of these changes and their success-    will need to improve significantly to         implementations. e
ful implementation in respective offices.    use the system effectively.
Not all processes will be reengineered          Your implementation might be dif-          Ilya V. Yakovlev ( is a senior pro-
ahead of time. Some problems will be         ficult, but it should result in a better      grammer and analyst in the Administrative
discovered after the system goes live. In    system for the campus, as it did for          Information Systems Department at the Uni-
those cases the implementers must be         UWS. Eventually, schools that choose          versity of Wisconsin–Superior.
able to drop everything and implement a      to implement an ERP system should
rapid change to a process overlooked in      realize many of their best features.
                                                                                                    In the May/June issue of
the initial reengineering effort.            UWS is only beginning to approach
   A systems implementation project          that stage, but many of the benefits                    EDUCAUSE Review
should maintain good public relations.       have already become evident:
Implementers may find themselves hav-        ■ Students now have access to rich
ing to sell the system to reluctant par-        Web-based services, allowing admin-
ticipants and end users. There is no easy       istrative support staff to devote more
answer to this problem. Those users             time to other activities. They can
averse to change and to technology in           enroll for a course instantly and see
general will feel especially resentful.         the effect this course has on their
Implementers can help by patiently              degree progress by using the online
addressing their needs and concerns.            degree audit. They can immediately
Prompt technical support is a must.             see their financial aid, fees, and any
Implementers should try to involve rep-         holds they may have. UWS is about             Moore’s Law and the
                                                                                              Conundrum of Human Learning
resentatives from all groups on campus          to enable a credit card payment fea-
in the implementation to ensure accep-          ture, which will be especially useful to      ■   Constellations for Learning
tance of the system and the reengi-             distance-learning students.                       by Charles Kerns
neering efforts.                             ■ Advisors now have access to an online          ■   The Right Train at the Right
   Most people at any school imple-             list of advisees. They can also run               Station
menting an ERP system will realize a            degree audits and unofficial tran-                by Howard Strauss
benefit from the new system. The imple-         scripts to monitor their advisees’ aca-       ■   Teaching as Coaching:
menters must emphasize those benefits           demic progress.                                   Helping Students Learn
over the costs of implementing the new       ■ Instructors can choose to receive class            in the Technological World
system. Faculty members who do not              rosters online. They can also opt to              by Newton Smith
like to enter student grades electroni-         enter final grades using the new sys-
                                                                                              ■   Needed: Creative Teaching
cally, for example, may appreciate enter-       tem. Some instructors are about to
                                                                                                  and Commitment
ing grades from anywhere in the world           start using specialized online reports
                                                                                                  by Phillip D. Long
— and heading for a vacation earlier            that list special populations of stu-
                                                                                             Visit EDUCAUSE Review online at
than in the past.                               dents, such as students in the honors        <>.
                                                                                                                                             E D U C A U S E

   At UWS advisors no longer have to            program. In the past they had to ask

                                                                                                    Number 2 2002 •   E D U C A U S E Q U A R T E R LY         57

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