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How to place users and businesses
     at the heart of their IT




                     Patrick Faure - fr.linkedin.com/in/patrickfaure/en

                         Executive Master MSIT 2012
      Management, Systems and IT– Professional thesis (A-Grade)


                  In the framework of HEC Paris


                   And Mines ParisTech
Professional thesis   how to place users and businesses at the heart of their IT
Executive summary

        IT projects designed for businesses used to have relatively high failure rate. The kinds
of failures are relatively important: cost overruns, a schedule that shifts a lot, a lack of
business sponsor, a product that doesn’t fit the business needs, a software refused by users or
only used by few of them…

       The listing, qualification and validation of these kinds of failures may be subject to a
comprehensive study. It depends of classification, but there are probably more sources than
types of failures. The source could be a purely human factor, a lack of communication, an
underestimated but foreseeable event, an unexpected event for business owner but not for
users … and more than this a mixing of part of these factors.

        While it is impossible to eliminate all reasons of failure, it is still possible to
implement a number of ways to increase the success rate of IT projects. Budgets being not
unlimited, and with a tendency to shrink over time, these means must remain in line with the
project failure costs.

        One of the desirable improvements is to encourage communication of some project
partners. i.e between the broader IT project team, businesses, and of course ….users. The
advantage of this approach is to address a big part of failure causes. E.g. not taking into
account users, having incomplete or misunderstood specifications, a design that is far away
from the original idea, an unexpected or user impacting implementation, a disastrous record
or one realized separately between the project and operational teams…




                                          Executive MSIT 2012
Patrick Faure                                                                             Page 3
In the whole study that will follow, and even if the voice is going to be widely given
to software users, it is still foreseen to keep a maximum of impartiality. The opinions that will
be highlighted will be the one of interviewed people, bringing concrete parts in the
accomplishment of the study.

        The objective of this thesis is to identify different ways to involve and
communicate between partners in an IT project, to compare the m and to extract
improvement ideas, the purpose being a better success of the project and satisfaction of
all actors : from IT project team to … final user.

       There are six parts inside. The first one takes stock on what is “being a user” of an
information system today, and the slow evolution for forty years. The next chapter takes the
business axis and analyzes the complex relationship between it and its information system.
Then we get to the heart of the matter while analyzing the first phase “opportunity study”
with project actors, business and users. The three next steps, review one by one the next
phases of IT projects, until the development review.

        The implementation is an essential part, as it is the trigger of this research topic. It is
indeed the users with their business department that sounds the alarm, at the time
implementations where particularly hard to live through.

          Finally, it is logical to conclude by a review phase, concerning the project of course,
but also the one of all actors and stakeholders of the project.




                                      Profile : fr.linkedin.com/in/patrickfaure/en
Page 4                                                                                Patrick Faure
Executive MSIT 2012
Patrick Faure                         Page 5
Professional thesis   how to place users and businesses at the heart of their IT
Table of contents



         Acknowledgements___________________________________________________ 9
         Executive Summary _________________________________________________ 11
         Table of contents ___________________________________________________ 15
         Introduction ______________________________________________________ 21
         Chapter I            The user and its information system_______________________ 25
            I/ Study of the relationship between user and his environment _______________ 25
                1) Birth of human-machine relationship uncorrelated fro m user concept _________________        25
                2) Evo lution fro m user concept to social actor ____________________________________           27
                3) Informat ive, consultative or participative user involvement ________________________        30
                4) Acco mmodating the new technology _________________________________________                  32
            II/ Study of the relation in the world of work ____________________________ 34
                1) Integrating users to discover defects sooner ____________________________________            34
                2) Improving user experience _________________________________________________                  36
                3) Identifying necessary measures for the proper user integration in IT pro jects ___________   39
                4) The user in his whole experience of informat ion system, intra-co mpany _______________      39
                5) Successfully involving users _______________________________________________                 40
            III/ User/IT relationship in Orange Group ______________________________ 42
                1) Current situation ________________________________________________________ 42
                2) User needs _____________________________________________________________ 43
                3) Informat ion system representative needs ______________________________________ 45
            IV/ User/IT relationship in other companies _____________________________ 45

                                                 Executive MSIT 2012
Patrick Faure                                                                                            Page 7
1) Facilitating confidence-build ing with Crédit Agrico le-CIB users ____________________     45
   2) Pro-act ivity with users in Areva group ________________________________________           46
   3) GDF-Suez: understanding each other, identify ing our position and creating value _______   46
   4) A user relationship short-term and long-term imp rovement ________________________         47
  V/ Conclusion ____________________________________________________ 48
Chapter II        The business and its information system __________________ 51
  I/ Relationship definition between the business and its information system _____ 51
  II/ Variety of relationships in the world of business _______________________ 53
  III/ Business and IS relationships in Orange group _______________________ 53
   1) Variety of situations encountered ___________________________________________ 53
   2) Business needs _________________________________________________________ 54
   3) Information system representative needs______________________________________ 54
  IV/ Relationships between businesses and information system in other companies 59
   1) Crédit Agricole-CIB _____________________________________________________                  59
   2) A reva Group ___________________________________________________________                   60
   3) GDF-SUEZ ____________________________________________________________                      63
   4) Relationship improvement with businesses based on transparence ___________________         63
  V/ Conclusion ____________________________________________________ 63
Chapter III       Field study on three different project approaches ___________ 69
  I/ Project « Fast development »_______________________________________ 69
  II/ Project field type « Classic » ______________________________________ 73
   1) Pro ject with mult iple business departments and users_____________________________ 73
   2) A co mp lex history _______________________________________________________ 74
  III/ Agile project type ______________________________________________ 76
   1) Agile methods in summary ________________________________________________ 76
   2) SOFT, an impo rtant Agile project for the group _________________________________ 77
  IV/ Conclusion ___________________________________________________ 79
Chapter IV        Integrating user and the business as from opportunity study __ 81
  I/ Theory and practice _____________________________________________ 81
  II/ Situation within Orange company __________________________________ 82
  III/ field study with a « fast development » project _______________________ 82
   1) Pro ject OASI origin and description _________________________________________             82
   2) Pro ject context of study ___________________________________________________              84
   3) Business vision _________________________________________________________                  86
   4) User vision ____________________________________________________________                   87
  IV/ Project SPI field study and opportunity _____________________________ 87
  V/ Agile project field study (« SOFT »)_________________________________ 90
   1) A p roject « SOFT », born fro m user feedbacks _________________________________           90
   2) Many business departments to satisfy ________________________________________              91
   3) A wide « order/delivery » perimeter to cover gradually ___________________________         92
   4) Opportunity study and validation chain of exp ression of needs ______________________      93
   5) Co mmittees and workshops to serve business needs ______________________________           95
   6) « SOFT » opportunity study description with business/user vision ___________________       96
  VI/ Other companies_______________________________________________ 96
   1) Case of an investment bank ________________________________________________ 96
   2) Opportunity phase of a business project in Areva group ___________________________ 97
  VII/ Conclusion __________________________________________________ 98



                             Profile : fr.linkedin.com/in/patrickfaure/en
Chapter V            User and business participation during detailed design phase 101
            I/ Theory and practice_____________________________________________ 101
                1) Methods______________________________________________________________ 102
                2) Risks of functional gaps __________________________________________________ 103
                3) Pro ject size and risks ____________________________________________________ 103
            II/ Field study with a « fast development » project _______________________ 103
            III/ Field study of project « SPI » ____________________________________ 105
            IV/ Agile project field study ________________________________________ 107
            V/ Conclusion ___________________________________________________ 110
         Chapter VI           Development phase with users and businesses _____________ 113
            I/ Introduction___________________________________________________ 113
            II/ Field study with a « fast development » project _______________________ 114
            IV/ Project field study with classic V-shaped development approach _________ 117
                1) Develop ment tool choice for fiber integrated software ___________________________ 117
                2) Business and user participation during development phase ________________________ 119
            V/ Agile project field study _________________________________________ 121
                1) Fro m project backlog to sprint backlog ______________________________________ 121
                2) Pro ject exchange before and during sprint ____________________________________ 121
                3) Pro ject team size evolution fro m the beginning ________________________________ 123
            VI/ Other companies ______________________________________________ 125
                VII/ Conclusion __________________________________________________________ 125
         Chapter VII         Deployment phase with users and businesses ______________ 127
            I/ Introduction___________________________________________________ 127
            II/ Orange group situation _________________________________________ 128
                1) Pilot _________________________________________________________________ 129
                2) Change validation with business vision ______________________________________ 130
            III/ Field study with a « fast development » project ______________________ 133
                1) Pilot phase ____________________________________________________________ 133
                2) Imp lementation phase and milestone « T2 » ___________________________________ 134
            IV/ Project field study with classic V-shaped development approach _________ 135
            V/ Agile project field study _________________________________________ 137
             1) Frequent implementations ______________________________________________ 137
             2) Deployment feedbacks to projects teams ___________________________________ 138
                3) Pro ject exchanges with users ______________________________________________ 138
            VI/ Conclusion __________________________________________________ 139
         Chapter VIII           Review phase with users and businesses ________________ 141
            I/ Introduction___________________________________________________ 141
            II/ Field study with a « fast development » project _______________________ 141
            III/ Project field study with classic V-shaped development approach _________ 142
            IV/ Agile project field study ________________________________________ 143
                1) Period 2007-2009_______________________________________________________ 143
                2) Period 2010-2012_______________________________________________________ 144
            V/ Conclusion ___________________________________________________ 148
         Chapter IX         Conclusion __________________________________________ 149

                                              Executive MSIT 2012
Patrick Faure                                                                                     Page 9
I/ Global study review_____________________________________________ 149
   1) Users ________________________________________________________________ 149
   2) Businesses ____________________________________________________________ 152
  II/ Project barometer tool to control the Information System evolution _______ 155
Table of interviews_________________________________________________ 161
Bibliography _____________________________________________________ 165
Table of illustrations _______________________________________________ 171
Appendix     _____________________________________________________ 175
  CIGREF governance barometer_____________________________________ 177
   I/ Baro meter objectives ____________________________________________________    177
   II/ Baro meter positioning ___________________________________________________   177
   III/ Audit and Cobit links ___________________________________________________   177
   IV/ The model ___________________________________________________________        177
  Gartner maturity model ___________________________________________ 179




                          Profile : fr.linkedin.com/in/patrickfaure/en

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Professional thesis how to place users and businesses at the heart of their IT

  • 1. How to place users and businesses at the heart of their IT Patrick Faure - fr.linkedin.com/in/patrickfaure/en Executive Master MSIT 2012 Management, Systems and IT– Professional thesis (A-Grade) In the framework of HEC Paris And Mines ParisTech
  • 3. Executive summary IT projects designed for businesses used to have relatively high failure rate. The kinds of failures are relatively important: cost overruns, a schedule that shifts a lot, a lack of business sponsor, a product that doesn’t fit the business needs, a software refused by users or only used by few of them… The listing, qualification and validation of these kinds of failures may be subject to a comprehensive study. It depends of classification, but there are probably more sources than types of failures. The source could be a purely human factor, a lack of communication, an underestimated but foreseeable event, an unexpected event for business owner but not for users … and more than this a mixing of part of these factors. While it is impossible to eliminate all reasons of failure, it is still possible to implement a number of ways to increase the success rate of IT projects. Budgets being not unlimited, and with a tendency to shrink over time, these means must remain in line with the project failure costs. One of the desirable improvements is to encourage communication of some project partners. i.e between the broader IT project team, businesses, and of course ….users. The advantage of this approach is to address a big part of failure causes. E.g. not taking into account users, having incomplete or misunderstood specifications, a design that is far away from the original idea, an unexpected or user impacting implementation, a disastrous record or one realized separately between the project and operational teams… Executive MSIT 2012 Patrick Faure Page 3
  • 4. In the whole study that will follow, and even if the voice is going to be widely given to software users, it is still foreseen to keep a maximum of impartiality. The opinions that will be highlighted will be the one of interviewed people, bringing concrete parts in the accomplishment of the study. The objective of this thesis is to identify different ways to involve and communicate between partners in an IT project, to compare the m and to extract improvement ideas, the purpose being a better success of the project and satisfaction of all actors : from IT project team to … final user. There are six parts inside. The first one takes stock on what is “being a user” of an information system today, and the slow evolution for forty years. The next chapter takes the business axis and analyzes the complex relationship between it and its information system. Then we get to the heart of the matter while analyzing the first phase “opportunity study” with project actors, business and users. The three next steps, review one by one the next phases of IT projects, until the development review. The implementation is an essential part, as it is the trigger of this research topic. It is indeed the users with their business department that sounds the alarm, at the time implementations where particularly hard to live through. Finally, it is logical to conclude by a review phase, concerning the project of course, but also the one of all actors and stakeholders of the project. Profile : fr.linkedin.com/in/patrickfaure/en Page 4 Patrick Faure
  • 7. Table of contents Acknowledgements___________________________________________________ 9 Executive Summary _________________________________________________ 11 Table of contents ___________________________________________________ 15 Introduction ______________________________________________________ 21 Chapter I The user and its information system_______________________ 25 I/ Study of the relationship between user and his environment _______________ 25 1) Birth of human-machine relationship uncorrelated fro m user concept _________________ 25 2) Evo lution fro m user concept to social actor ____________________________________ 27 3) Informat ive, consultative or participative user involvement ________________________ 30 4) Acco mmodating the new technology _________________________________________ 32 II/ Study of the relation in the world of work ____________________________ 34 1) Integrating users to discover defects sooner ____________________________________ 34 2) Improving user experience _________________________________________________ 36 3) Identifying necessary measures for the proper user integration in IT pro jects ___________ 39 4) The user in his whole experience of informat ion system, intra-co mpany _______________ 39 5) Successfully involving users _______________________________________________ 40 III/ User/IT relationship in Orange Group ______________________________ 42 1) Current situation ________________________________________________________ 42 2) User needs _____________________________________________________________ 43 3) Informat ion system representative needs ______________________________________ 45 IV/ User/IT relationship in other companies _____________________________ 45 Executive MSIT 2012 Patrick Faure Page 7
  • 8. 1) Facilitating confidence-build ing with Crédit Agrico le-CIB users ____________________ 45 2) Pro-act ivity with users in Areva group ________________________________________ 46 3) GDF-Suez: understanding each other, identify ing our position and creating value _______ 46 4) A user relationship short-term and long-term imp rovement ________________________ 47 V/ Conclusion ____________________________________________________ 48 Chapter II The business and its information system __________________ 51 I/ Relationship definition between the business and its information system _____ 51 II/ Variety of relationships in the world of business _______________________ 53 III/ Business and IS relationships in Orange group _______________________ 53 1) Variety of situations encountered ___________________________________________ 53 2) Business needs _________________________________________________________ 54 3) Information system representative needs______________________________________ 54 IV/ Relationships between businesses and information system in other companies 59 1) Crédit Agricole-CIB _____________________________________________________ 59 2) A reva Group ___________________________________________________________ 60 3) GDF-SUEZ ____________________________________________________________ 63 4) Relationship improvement with businesses based on transparence ___________________ 63 V/ Conclusion ____________________________________________________ 63 Chapter III Field study on three different project approaches ___________ 69 I/ Project « Fast development »_______________________________________ 69 II/ Project field type « Classic » ______________________________________ 73 1) Pro ject with mult iple business departments and users_____________________________ 73 2) A co mp lex history _______________________________________________________ 74 III/ Agile project type ______________________________________________ 76 1) Agile methods in summary ________________________________________________ 76 2) SOFT, an impo rtant Agile project for the group _________________________________ 77 IV/ Conclusion ___________________________________________________ 79 Chapter IV Integrating user and the business as from opportunity study __ 81 I/ Theory and practice _____________________________________________ 81 II/ Situation within Orange company __________________________________ 82 III/ field study with a « fast development » project _______________________ 82 1) Pro ject OASI origin and description _________________________________________ 82 2) Pro ject context of study ___________________________________________________ 84 3) Business vision _________________________________________________________ 86 4) User vision ____________________________________________________________ 87 IV/ Project SPI field study and opportunity _____________________________ 87 V/ Agile project field study (« SOFT »)_________________________________ 90 1) A p roject « SOFT », born fro m user feedbacks _________________________________ 90 2) Many business departments to satisfy ________________________________________ 91 3) A wide « order/delivery » perimeter to cover gradually ___________________________ 92 4) Opportunity study and validation chain of exp ression of needs ______________________ 93 5) Co mmittees and workshops to serve business needs ______________________________ 95 6) « SOFT » opportunity study description with business/user vision ___________________ 96 VI/ Other companies_______________________________________________ 96 1) Case of an investment bank ________________________________________________ 96 2) Opportunity phase of a business project in Areva group ___________________________ 97 VII/ Conclusion __________________________________________________ 98 Profile : fr.linkedin.com/in/patrickfaure/en
  • 9. Chapter V User and business participation during detailed design phase 101 I/ Theory and practice_____________________________________________ 101 1) Methods______________________________________________________________ 102 2) Risks of functional gaps __________________________________________________ 103 3) Pro ject size and risks ____________________________________________________ 103 II/ Field study with a « fast development » project _______________________ 103 III/ Field study of project « SPI » ____________________________________ 105 IV/ Agile project field study ________________________________________ 107 V/ Conclusion ___________________________________________________ 110 Chapter VI Development phase with users and businesses _____________ 113 I/ Introduction___________________________________________________ 113 II/ Field study with a « fast development » project _______________________ 114 IV/ Project field study with classic V-shaped development approach _________ 117 1) Develop ment tool choice for fiber integrated software ___________________________ 117 2) Business and user participation during development phase ________________________ 119 V/ Agile project field study _________________________________________ 121 1) Fro m project backlog to sprint backlog ______________________________________ 121 2) Pro ject exchange before and during sprint ____________________________________ 121 3) Pro ject team size evolution fro m the beginning ________________________________ 123 VI/ Other companies ______________________________________________ 125 VII/ Conclusion __________________________________________________________ 125 Chapter VII Deployment phase with users and businesses ______________ 127 I/ Introduction___________________________________________________ 127 II/ Orange group situation _________________________________________ 128 1) Pilot _________________________________________________________________ 129 2) Change validation with business vision ______________________________________ 130 III/ Field study with a « fast development » project ______________________ 133 1) Pilot phase ____________________________________________________________ 133 2) Imp lementation phase and milestone « T2 » ___________________________________ 134 IV/ Project field study with classic V-shaped development approach _________ 135 V/ Agile project field study _________________________________________ 137 1) Frequent implementations ______________________________________________ 137 2) Deployment feedbacks to projects teams ___________________________________ 138 3) Pro ject exchanges with users ______________________________________________ 138 VI/ Conclusion __________________________________________________ 139 Chapter VIII Review phase with users and businesses ________________ 141 I/ Introduction___________________________________________________ 141 II/ Field study with a « fast development » project _______________________ 141 III/ Project field study with classic V-shaped development approach _________ 142 IV/ Agile project field study ________________________________________ 143 1) Period 2007-2009_______________________________________________________ 143 2) Period 2010-2012_______________________________________________________ 144 V/ Conclusion ___________________________________________________ 148 Chapter IX Conclusion __________________________________________ 149 Executive MSIT 2012 Patrick Faure Page 9
  • 10. I/ Global study review_____________________________________________ 149 1) Users ________________________________________________________________ 149 2) Businesses ____________________________________________________________ 152 II/ Project barometer tool to control the Information System evolution _______ 155 Table of interviews_________________________________________________ 161 Bibliography _____________________________________________________ 165 Table of illustrations _______________________________________________ 171 Appendix _____________________________________________________ 175 CIGREF governance barometer_____________________________________ 177 I/ Baro meter objectives ____________________________________________________ 177 II/ Baro meter positioning ___________________________________________________ 177 III/ Audit and Cobit links ___________________________________________________ 177 IV/ The model ___________________________________________________________ 177 Gartner maturity model ___________________________________________ 179 Profile : fr.linkedin.com/in/patrickfaure/en