We Barely Survived The Implementation Process Once - Why Would Anybody In Their Right Mind Do It Again?
Assuming that the users are not sadistic, this is a very good question.
What Caused Failure? - The re-implementation will be a totally different experience based upon lessons learned. The problems with ERP and CRM implementations are self inflicted.
- Inability to change your processes – new software but old processes.
- Senior Management did not lead the implementation and more importantly, does not use the solution.
- Training of Users.
- The implementation was an IT project. IT Leaders are not process engineers – they are experts in technology. ERP / CRM is a process optimization tool.
Take any of the major "off the shelf" solutions, the vast majority are implemented in a most cost effective manner. It is the disasters that we all hear about.
But why do it again. What would you do differently? Be willing to change the implementation process. Lunacy is defined as doing the same thing over and over again and expecting different results.
Now for the "re-implementation":
- The implementation now has management's attention and support.
- Establish a true amnesty program. There is more than enough blame for how you get to this point. Focus on CI (Continuous Improvement)
- The "low lying fruit" is present. In one engagement, after just five weeks, we were able to close prior year financial information (client was working on this for +6 months- with no end in sight) and now we were able to close monthly periods on a regular basis in five days. You may be closer than you are aware. With another 10% investment - you will receive +50% improvements in functionality . This is normal not a sales pitch. These are actual results.
- Bad implementation is a morale killer. Many of the team members revert to the old processes / software – making the original goals of optimizing processes and data even more challenging.
- Be willing to eliminate the customization. Your processes need to change to meet the software not vice-versa. Too often, businesses believe that their basic processes are unique and add value. Even if this was true, the cost of customizing and working around the system outweighs the perceived benefit.
- Require all users, especially Senior Management, to be properly trained on the software.