APQC s Web 2.0 Odyssey. April 29, 2010

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Beverly Washington
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1 APQC s Web 2.0 Odyssey April 29, 2010

2 Role of the Web at APQC Internal/Intranet Internal collaboration Some workflow/process management Content repository Some administrative tasks Member Services and Collaboration Membership/Knowledge Base Benchmarking/Research Project Collaboration Benchmarking Survey completion 2010 APQC. ALL RIGHTS RESERVED. 2

4 Reasons for a Change Internal Current system installed in 2001 Era of the integrated system Current system very inflexible Experiencing a high cost of maintenance and ownership of the current system Very few resources to support and develop installed system Ongoing system support from software vendors was sketchy at best External Member needs and expectations of APQC services were changing Web user was becoming more sophisticated (Social Networking) Open source movement had started; APQC has a role in that Members expectation of APQC in the KM and collaboration space is high. Marketplace indicators (lower renewal rates, fewer new members, etc.) Regular voice-of-customer activities were giving providing signals 2010 APQC. ALL RIGHTS RESERVED. 4

5 First Order of Business Gather needs and wants from our members and customers, and understand the state of the marketplace. Analyzed membership usage and purchase data Market research Focus groups Online surveys One-on-One interviews Virtual and In-Person collaboration Normal, casual conversations 2010 APQC. ALL RIGHTS RESERVED. 5

6 Some Very Hard Truths Came to Light We weren t fully living up to the content promise of our members. Our members want more access to APQC content, expertise, and their peers. They didn t want bells and whistles The top content needs of our members are benchmarks, case studies, and best practices. Users of our Website want content to be: Just for me (contextual to my situation, function, or industry). Just in time (available when I need it). Just enough (I don t want to read a 100 page report). The search capability of our Website was poor. Members are having a hard time proving the value of their membership during the budgeting process. APQC doesn t always make it easy for members to work with us. APQC doesn t do a good job of telling the World what we do APQC. ALL RIGHTS RESERVED. 6

7 Second Order of Business Develop a business case for the project Continued alignment with APQC Mission Must result in new services for members, not only better existing services Return (ROI) based on: Member renewal rates New member acquisition Had to verify our niche in the marketplace and how to leverage major social networking offerings We weren t going to be the LinkedIn of quality, KM, etc. The organizational and process changes would be more significant than technology project This wasn t a new Website; it was changing how we engaged our members via the Web APQC. ALL RIGHTS RESERVED. 7

8 Results of This Evaluation Linkage to Mission was clear and funding was approved Addressed all three tenants of APQC s Mission Wanted to support open source movement Confident in projected increases in new members and existing member renewals. Overall Results of Evaluation Content is key Development of APQC Knowledge Center Better alignment of research and content publishing New offerings relying heavily on collaboration and technology Ask Us! Expert guidance and interaction Rapid Performance Assessment Tool Benchmarking Wizard More virtual interaction (discussion boards, find-a-member, conference calls, etc.) Role of large social network sites Develop a presence Use the wisdom of the masses 2010 APQC. ALL RIGHTS RESERVED. 8

11 The Project Methodology & Timeline RUP with a little Agile mixed in Inception (08- spring 09) Construction (fall 09) Players Elaboration (summer 09) Internal External Transition (NOW!) Tools Exec Marketing IT Membership OSR Marketing and Design Drupal Agency Integration Contractors Members! Web portal (our choice), ESB (our choice), Collab tool (Sharepoint) 2010 APQC. ALL RIGHTS RESERVED. 11

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