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Solution implementation is a crucial element of Business Transformation. The ultimate goal of any transformation project is the unconditional adoption of the desired (and required) change by all parties. If the implementation process is flawed then the chances of the change being adopted by the users are greatly reduced.
There are many stumbling blocks that can cause a solution implementation to go off track and not be as successful as it could be. By understanding the key elements of an implementation and governing itself accordingly an organization can dramatically improve the final result. The following describes some obvious and possibly less obvious areas that can make or break the process.
Ownership – – Who owns the solution? Everyone in the organization, from operations-level staff all the way up to the Chief Executive, should own the solution and be accountable for its successful implementation. The Project Manager only owns the implementation process.
Project Management – A key role in the implementation process, the Project Manager (and their team on large projects) are responsible for developing, resourcing, costing and managing the total implementation process. Managing large scale projects is not a part-time job; it needs skill and experience to execute the people, fiscal, change and process management techniques necessary to deliver a successful solution on time and on budget.
Change Management – Change management is often confused with the managing of changes relating to the specifications and scope of a project. In this instance Change Management is the art of influencing and directing the acceptance of change in an organization. Specifically the degree of change people - both internal and external - will need to adopt if the transformation is to succeed.
Communications – Management, Staff, suppliers and customers get nervous when a major change is underway. The best way to deal with this nervousness is through open and meaningful communications. In reality no news is often perceived as bad news, it is very important to issue regular updates on the status of the project and to provide some tips and guides to help people prepare for the new environment.
Involvement – As with a lack of communications, people get very concerned when they are not involved in things that will have a major impact on their future. Business units need to make sure that all employees have voice in moulding and defining how the new process will work and understand how they will positively effect the working environment.
Testing – A key element of the implementation process, Testing, is the user departments' way of "proving" that the solution works and meets all of their operational needs. Failure to properly test new applications can be a huge embarrassment to both the project team and the organization. While external resources may be used to augment the testing process it is vital that the final approval and sign-off be by the business unit leaders.
Training – Training is one of the most common areas of failure in a solution implementation. Users must be well trained in the new processes in a timely and meaningful manner; too soon and they forget before cut-over, too late and they are uncomfortable and ill-prepared to serve the customer. Training should also be provided to all external organizations, both supplier and customer, that will need to interface with the new processes.
Celebrating – When the implementation is completed it is very important to celebrate the success. Everyone needs to feel that they played their part in delivering the transformation. It is an opportunity to reassure employees that the upheaval has finished and the promised goals have been met. For suppliers it is an opportunity to demonstrate your strength -- a solid and stable partner that uses leading edge processes. And, to your customers it is an opportunity to again re-enforce that their decision to use you products or services was the correct one.
Next month we will focus on why, as the business will become very dependent upon the technology and critical operational processes, it is important to develop and implement appropriate Disaster Recovery and Business Continuity Plans.
Not all organizations have the skills or resources to oversee a major solution implementation or business transformation in-house. It is often very beneficial to use a skilled and experienced unbiased third party to lead and manage the process and to work with the business units to develop meaningful and achievable results.
 with your colleagues or Groups. |
By: Stuart Millar
Partner at Negenit Corp. (Outsourcing, Project Management, IT Strategy and Telecommunication)
To Contact Stuart:
E:
smillar@negenit.com or on LinkedIn
Negenit Corporation,
6021 Yonge Street, Suite 485,
Toronto, ON M2M 3W2
T: 416-421-2017
F: 416-421-5549
Website:http://www.negenit.com
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