Discussion
Pegasystems Inc.
US
Last activity: 14 Jul 2021 14:40 EDT
Ask the Expert - Pega Express - The Adopt Phase
Join Bandita Joarder @BanditaJoarder and Iain Tollemache @IainTollemache as they answer YOUR questions in our final Ask the Expert series on Pega Express: The Adopt Phase.
Gather your questions now, save this to your Favorites and be prepared to join us for our 1-week session April 5th - April 12th here in the Pega Collaboration Center!
Meet Bandita:
Bandita Joarder is a Senior Director who leads the Pega Express Team, who have developed and refined our approach using input from the field, product, our partners, and our clients to ensure success. Prior to Pega, Bandita was Director of Business Programs, Adoption and Change Management at Microsoft where she spent nearly a decade managing a portfolio of client adoption services, enabling field teams on enterprise strategic practices worldwide. Before that, Bandita worked for several technology and consulting firms—including McKinsey & Company, Sapient Corporation, SAP, and Thomson Reuters. Bandita graduated from MIT in Mathematics with Computer Science, audited courses at the London Business School, and is a Prosci change management certified instructor.
Meet Iain:
Iain Tollemache is a Principal Client Success Manager (CSM) who works in the UK looking after client success for clients in the Public Sector. Iain has been a part of Pega now for 14 years initially working as Pega Delivery Lead and then helping clients with self-sufficiency, standards and best practices forming community of practices / centre of excellence in his role as Enterprise Advisory Consultant. As CSM Iain helps clients with change management, adoption of best practices, innovation and product knowledge and delivering solutions that are quickly adopted by the users with great user experience to realise the benefits and outcomes desired. Key to this is how Pega Express defines upfront, day 1 go-live and ongoing adoption and value realisation and continued improvements on subsequent Minimum Lovable Products (MLP).
Message from Bandita and Iain:
Hi Everyone, we are excited to be answering your questions about the Adopt phase of the Pega Express approach!
This phase is where all your hard work comes together, you finalize your business readiness activities, you go live and then monitor your application to confirm it achieves your original business outcomes! Hopefully along with a good celebration you should also start to firm up your next release minimum lovable product. It’s a very busy phase so we look forward to hearing from your and responding to your adopt questions!
Previous Sessions:
Ask the Expert - The Discover Phase
Updated: 5 Apr 2021 12:42 EDT
Pegasystems Inc.
US
Welcome to our 4th and final session of our Ask the Expert - Pega Express series during our #PegaHackathon2021
This session is now open to questions for our Experts @BanditaJoarder and @IainTollemache
Ask the Expert Rules
- Follow the Pega Collaboration Center’s Guidelines
- This is not a Live Chat - Bandita and Iain will reply to your questions over the course of the session (5 April - 12 April)
- Questions should be clearly and succinctly expressed
- Questions should be of interest to many others in the audience
- Have fun!
Pegasystems Inc.
US
@MarissaRogersthank you. I look forward to any questions as they come - where to begin, how to set up an adoption program office, or anything to clarify based on our talk. Do not hesitate everyone!
Pegasystems Inc.
GB
@BanditaJoarder and @IainTollemache great to see our final Pega Express Month 'ask the expert' session live!
Perhaps I can start us off!
@BanditaJoarder what would be your top 3 pieces of advice for a client, to help them ready, adopt and go live with their new solution?
@IainTollemache as a Client Success Manager, what are the key things the delivery team need to handover to your role so the client continues to be successful with Pega Express?
Pegasystems Inc.
US
@RalphBooth Thank you for a great question! First and foremost, identify the target audiences for the change. Different groups within the organization can be more or less excited, or more or less impacted, by the same implementation. And don't forget your system administrators or IT support - they are affected as well.
Then, work to ensure the leaders of those groups understand, are on board, and know what to do for the changes to maximize in benefits. If a leader isn't supporting their people to understand and learn the new system, the people are naturally prone to deprioritize the work. If we build these leaders into a network of champions, people see that the new system is supported from many points of view.
Finally, don't wait until a few weeks before going live - start this work NOW. The sooner people are on board with the new solution, the more excited everyone gets, and also more ready to reap the benefits.
Any questions? Please post!
Pegasystems Inc.
US
Last Day to get your questions in for @BanditaJoarder and @IainTollemache!
Pegasystems Inc.
US
@BanditaJoarder what are some of the things that teams can prepare for to help make sure a relevant focus happens throughout the prepare and build phase on that critical adopt part? We all know how fast paced agile development can be, how can teams make sure that they keep front of mind the changes they they want to see as an organization,? i
In particular the behavioural changes that will need to happen to achieve their outcomes, are there signals that can be used to orient the teams to help them understand they are on the right track and increase their confidence for when they get to Adopt?
Pegasystems Inc.
US
@Glen Finch Thank you, great question! The Pega Express mindset is to be human-centric and keep the intended implementation outcome in mind. Too often, we are in the midst of the 'process' of building technology. For each user story, case developed and tested, we must refer back to the intent of why something was being built, not just what we are building.
One of the simplest tools to help is the Day 1 Live Plan - I encourage teams to frequently refer back to it to understand how that day will occur in reality. If scope is suggested that deviate from that vision, the implementation can get off track while introducing complexity and risk. Another great time is during sprint reflection - are we building what the users need? Will it have the outcome we desire? By keeping the user in our minds, we are most likely to deliver something we value, and they love.
Updated: 14 Apr 2021 22:35 EDT
Pegasystems Inc.
US
Thank you for a great last session in our Pega Express Ask the Expert series!
A huge thank you to both Joarder @BanditaJoarder and Iain Tollemache @IainTollemache on being our experts this round!
Make sure to check out our new session Ask the Expert - Pega Search open now through April 23rd!