by Elizabeth Campbell

Created on: September 02, 2008

Implementing a new information system in your organization can be a stressful time. You are generally ridding yourself of an old (but familiar and comfortable) software and replacing it with software with which none of your staff is very familiar. Office politics may be at play, with some resisting change due to fear or formed alliances. Finally, you most often will be not only replacing your software, but changing your processes as well. After all, if the new software worked exactly the same as the old software why would you be replacing it in the first place?

Over the past ten years I have worked for a software vendor that provides teleocommunications companies with customer care, billing, and provisioning software. A vast majority of our new clients are not new telephone companies, but existing companies transitioning onto new software. This has allowed me an intimate look at numerous information systems transitions.

There are several adages to remember, that will help you to have a successful transition to your new software.

*1. When you are changing processes along with software, create a phased in approach to your organizations changes. Usually the push towards a new software system is backed by a need to change business from the current way of doing things. This could be to become more efficient, to reduce paper, to provide better audit trail, to better market and care for a customer base and/or many other reasons. Changing too many things at once may overwhelm your organization's staff. In addition, unless you are a very large company with a dedicated project team, it is very likely that you will not have the resources to properly supervise and implement both new software and new process. Finally, you will not understand the full functionality of your software until you have it implemented and are utilizing it for a period of time. You will make better process decisions after you are through the nuts and bolts pieces of your conversion and can focus on all the bells and whistles the software offers.

*2. Don't skimp on training. Perhaps this is stating the obvious, but it is a common mistake. Make sure you have at least two staff members trained in each area of the software. Not only is that a great rule from a general business practice perspective, it also allows your staff to brainstorm with one another as they are getting used to the software's functionality. Depending upon the complexity of the software and your industry, your training plan calendar may stretch out for a day, a month, a year, or more. Regardless, be sure to schedule follow-up training after you have implemented the software, even if it is only a brief overview. Doing so, will allow you to realize the full benefits of your software because one again, you have passed the fundamentals phase of your conversion and are in a position to learn the more detailed functionality of your system.

*3. Involve the right people. Implementing change successfully is as much about HOW you implement it, as well as WHAT you implement. Make sure you have built a champion in each key area of your organization that can ensure the success of the implementation. The champions do not necessarily need to be management, or supervisors. In fact, a trusted peer that is dedicated to the project may be able to better connect to the staff on the level of their daily duties (as well as provide excellent feedback regarding implementation details during the project).

No matter what your approach, implementing new software can definitely be a busy, stressful, and even trying time for your company. Using these tips will assist you in a successful implementation.

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