Successful Packaged Software Implementation

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ISBN: 9780849334108 | 0849334101
Cover: Hardcover
Copyright: 9/14/2005

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"…does an excellent job of covering all aspects of incorporating vendor-supplied software into an organization. …provides a complete process that will help reader avoid costly mistakes. …captures many years of experience in working these types of projects in a thorough, very detailed but readable style. The extraordinary coverage offers something for everyone-higher management, project manager, or IT worker. …a must read for anyone who works with commercial, off-the-shelf software solution."? Noel LeJeune, www.StickyMinds.comSuccessful Packaged Software Implementation guides IT departments through the selection and implementation of packaged software, pointing out potential pitfalls and how to avoid them. Offering a step-by-step approach, this volume begins with an assessment as to whether packaged software is the correct solution. It then analyzes the product selection and contract negotiation processes before addressing the technical details of installation and configuration. Although focusing primarily on acquiring, installing, and implementing applications software (the most complex category of software from an IT manager's viewpoint) this book also is applicable to shrink-wrapped and system software.

SECTION I: Planning

1 Getting Started

(10)

The Packaged Software Dilemma

(3)

Expectations

(1)

The Horror Stories

(2)

The Decision

(1)

Types of Software

(1)

Target Audience

(1)

Implementation versus Installation

(1)

Is Packaged Software the Answer?

(2)

Criteria for Success

(1)

Realistic Expectations

(1)

Organizational Flexibility

(1)

Reference

(2)

2 The First Steps

(16)

The Need for a Formal Selection Process

(1)

Step 1: Form the Selection Team

(1)

The Project Charter

(6)

Clarity

(1)

Commitment

(5)

Conciseness

(1)

Team Selection

(3)

Composition

(2)

Size

(1)

Continuity

(1)

The Team Leader

(2)

Key Characteristics

(1)

End User versus IT

(1)

One versus Two

(1)

Facilitators

(1)

Outside Advisors

(4)

SECTION II: The Selection Process

3 Identifying Requirements and Potential Products

(18)

The Selection Process — Step 2: Identify and Prioritize Requirements

(1)

Identifying Requirements

(1)

Functional Requirements

(9)

Question 1: What Is the Current Process?

(1)

Question 2: What Is Missing from the Current Process, and What in It Does Not Work Properly?

(6)

Question 3: Which of the Items Identified in the Previous Question Must Be Corrected by the New System?

(1)

Question 4: What Criteria Will Be Used to Prove That the Proposed System Satisfies the Requirements?

(1)

Technical Requirements

(1)

Vendor-Related Requirements

(1)

Prioritizing Requirements

(6)

Categorize Each Requirement

(1)

Assign Importance Rankings

(2)

Document the Desired Response

(1)

The Selection Process — Step 3: Identify Potential Products

(2)

4 RFPs and RFIs

(16)

RFI versus RFP — What Is the Difference?

(1)

What Is the Value of an RFP?

(1)

To Increase the Objectivity of the Evaluation

(1)

To Ensure That All Key Requirements Are Included in the Evaluation

(1)

To Separate Facts from Vendor Marketing Hype

(1)

What Are the Disadvantages?

(1)

Effort

(1)

Timeframe

(1)

When Is an RFP Needed?

(10)

Contents of an RFP

(13)

1. Introduction and Background

(1)

2. General Information

(3)

3. Vendor Profile

(1)

4. Term

(1)

5. Termination

(1)

6. Specific Project Requirements

(1)

7. Program Management

(1)

8. Vendor Staffing

(1)

9. Work Space and Other Vendor Requirements

(1)

10. Vendor Tools

(1)

11. Cost Proposal

(1)

12. Proposed Schedule

(1)

13. Payment Terms

(1)

14. Vendor Nonperformance

(1)

15. Changes in Scope

(1)

Ranking RFP Sections

(3)

5 Product and Vendor Evaluation

(22)

Step 1: Team Evaluates Responses and Creates Short List of Vendors

(9)

Review of Mandatory Items

(1)

Evaluation of All Critical and Nice-to-Have Items

(2)

Creation of Composite Ranking Spreadsheet

(1)

Selection of Short-List Vendors

(6)

Step 2: Team Schedules Vendor Presentations

(3)

Scheduling

(1)

Agenda

(1)

Evaluation

(2)

Step 3: Team Checks Vendor References

(2)

Step 4: Short-List Vendors Present Their Products (Standard Demo) and Capabilities

(1)

Step 5: Team Evaluates Presentations and Creates Finalist List of Vendors

(1)

Step 6: Team Conducts Site Visits to Key Customers of Finalist Vendors

(1)

Step 7: Finalist Vendors Present Customized Demos of Products

(1)

Step 8: Team Determines Whether to Negotiate with All Finalists

(5)

Scripted Presentations

(4)

SECTION III: Legal Issues — Contracts and Software Licenses

6 The Negotiation Process

(14)

Types of Contracts

(1)

Project Team Involvement in Negotiations

(1)

Other Team Members

(1)

Basic Precepts

(2)

1. Contracts Are Drafted to the Author's Advantage

(1)

2. Vendors Have More Expertise in Contract Negotiations Than the Company

(1)

3. It Is Essential to Understand Every Clause in the Contract

(1)

4. Everything Is Negotiable

(1)

Improving the Company's Negotiating Position

(3)

1. Negotiate with More Vendors Than Needed

(1)

2. Consider Timing

(1)

3. Establish the Ground Rules

(1)

Determine the Type of Negotiating Session

(1)

Determine the Length of Negotiating Sessions

(1)

Determine the Timing of Negotiating Sessions

(1)

Limit the Number of Negotiators

(1)

4. Do Not Begin Work without a Signed Contract

(1)

The Negotiation Process

(5)

1. Review the Contract

(1)

2. Determine Company's Position on Each Point

(1)

3. Categorize Required Changes

(1)

Determine Who Will Lead the Sessions

(1)

Establish Ownership of the Document

(1)

Provide for Breakout or Offline Discussions

(1)

Keep Accurate Records of Discussions and Open Items

(3)

7 Key Elements of Software Licenses

(12)

Introduction

100

(1)

Definitions

101

(1)

Term

102

(1)

Termination

102

(2)

Termination for Breach of Contract

102

(1)

Termination for Convenience

103

(1)

License

104

(1)

Deliverables

105

(1)

Schedule for Deliverables

105

(1)

Maintenance (If Contained in the Base Software License)

105

(1)

Fees and Payment Terms

106

(1)

Confidentiality and Protection of Data

107

(1)

Representations and Warranties

107

(1)

Indemnification

108

(1)

Limitation of Liability

108

(1)

Miscellaneous Provisions

109

(2)

8 Professional Services Agreements

111

(12)

Who?

112

(4)

Qualifications

113

(1)

Interviewing

113

(1)

Dismissal

113

(1)

Replacement Policy

113

Management

111

(3)

Solicitation Policy

114

(1)

Noncompete

114

(1)

Subcontractors

114

(1)

Background Checks

115

(1)

On-Site Considerations

115

(1)

Nondisclosure Agreement

115

(1)

What?

116

(3)

Acceptance of Deliverables

116

(1)

Ownership of Deliverables

117

(1)

Changes in Scope

117

(2)

Reporting

119

(1)

Use of Company Resources

119

(1)

Where?

119

(1)

Fee Related

119

(3)

Fixed Price

119

(1)

Time and Materials

120

(1)

Time and Materials Not-to-Exceed

121

(1)

Expenses

121

(1)

Miscellaneous

122

(1)

9 Service Contracts and Statements of Work

123

Two-Tiered Contracts

123

(3)

Terms and Conditions Are Negotiated Only Once

125

(1)

Master Services Agreement Negotiations Are Streamlined

125

(1)

Attorney Time May Be Reduced

125

(1)

It Is Not Necessary To Know All Work That Will Be Involved at the Beginning of the Project

125

(1)

Master Services Agreement

126

(3)

References to Statements of Work

126

(1)

Definition of Types of Work To Be Performed

126

(1)

Format of Statement of Work

127

(1)

Order of Precedence

127

(1)

Termination for Convenience

127

(1)

Termination for Force Majeure

127

(1)

Reporting

128

(1)

Auditing

128

(1)

Service Level and Deliverable Credits

128

(1)

Steering Committee

129

(1)

Statements of Work

129

(8)

Development Statements of Work

130

(1)

Support Statements of Work

131

(1)

Service-Level Agreements

132

(5)

SECTION IV: Implementation Considerations

10 Establishing the Roadmap

137

(58)

Will the Company Use an Application Service Provider or Install the Software on Its Machines?

137

(3)

Will Implementation Be "Big Bang" or Phased?

140

(3)

Big Bang

141

(1)

Advantages

141

(1)

Disadvantages

142

(1)

What Will Be Included in Each Phase?

143

(3)

Phased by Site

143

(2)

Phased by Functionality

145

(1)

Phased by Both Functionality and Site

145

(1)

How Are Phases Chosen?

146

(2)

Choosing the Initial Site

146

(1)

Choosing the Initial Functionality

147

(1)

Will There Be Parallel Runs?

148

(1)

Communicating the Roadmap

148

(1)

11 Who Is In Charge?

149

(1)

Architect, General Contractor, or Skilled Trade?

150

(1)

Architect

150

(1)

General Contractor

150

(1)

Skilled Trade

150

(1)

Sources of Assistance

151

(2)

Systems Integrator

151

(1)

Boutique Firms

152

(1)

General Purpose Staffing Company

152

(1)

The Turnkey Alternative

153

(1)

Sources of Assistance

154

(1)

Company Ownership with Assistance from Outside Firms

154

(2)

Sources of Assistance

156

(1)

The Program Management Office

156

(1)

Responsibilities

157

(1)

Other Key Decisions

157

(3)

How Much Control Will the Outside Firms Have?

158

(1)

How Much Involvement Will In-House IT Staff Have?

158

(1)

Who Will Coordinate the Outside Firms' Work If There Is More Than One?

158

(1)

Will the Company Outsource Work to the Outside Firms or Use Them for Staff Augmentation?

159

(1)

The Champion

160

(1)

The Implementation Team

161

(2)

12 Selling the Solution

163

(1)

What Is Involved?

163

(1)

Step 1: Calculate the Costs of the Proposed Solution

164

(1)

Step 2: Calculate the Costs of the Current Process

165

(2)

Step 3: Identify the Benefits of the Proposed Solution

167

(1)

Cost Reduction

167

(1)

Cost Avoidance

167

(1)

Quality Improvement

168

(1)

Increased Functionality

168

(1)

Step 4: Calculate Return on Investment

168

(1)

Step 5: Outline the Implementation Schedule

169

(3)

Step 6: Develop the Business Case and Presentation

172

(2)

Step 7: Presell the Solution

174

(1)

Step 8: Present the Solution

175

(1)

References

175

(2)

13 Organizational Readiness

177

(1)

The Basics of Change

178

(1)

Roles Associated with Change

179

(1)

The Impact of Change

180

(1)

Components of Successful Change

181

(2)

Commitment

182

(1)

Sustainability

182

(1)

The Critical Element: Communication

183

(1)

Clear

183

(1)

Consistent

184

(1)

Targeted

184

(1)

Ongoing

184

(1)

The Rumor Mill

184

(1)

Formal Communication

185

(4)

Key Messages

186

(1)

Schedule

187

(1)

Frequently Asked Questions

187

(2)

Informal Communications

189

(1)

Coping with Conflict

189

(1)

References

190

(5)

Section V: Implementation

14 The Ground Rules

195

(68)

The Need for a Rule Book

195

(1)

Step 1: Establish and Publish Standards

196

(2)

Coding

196

(1)

Testing

197

(1)

Documentation

198

(1)

Need for Review and Approval

198

(1)

Step 2: Develop and Monitor the Schedule

199

(1)

Micromanagement

199

(1)

Review Regularly

200

(1)

Step 3: Define and Implement Change Management

200

(3)

Software and Documentation

201

(1)

Scope

202

(1)

Schedule

202

(1)

Champion

202

(1)

Step 4: Create and Follow Communication Protocols

203

(3)

Routine Communication

203

(1)

Exception Reporting

203

(2)

15 Software Installation

205

(1)

Step 1: Prepare the Infrastructure

206

(2)

Servers

206

(1)

Database

207

(1)

Firewall

207

(1)

User Interface

208

(1)

Step 2: Install Vanilla Code

208

(1)

Dealing with Problems

208

(1)

Step 3: Test the Vanilla Code with Vendor-Supplied Data

209

(2)

Step 4: Test the Vanilla Code with Company-Specific Data

211

(3)

Step 5: Test the Software in the Real World

214

(2)

Step 6: Review the Documentation

216

(1)

16 Configuration

217

(1)

The Configuration Conundrum

217

(1)

Definition

218

(3)

Coding

221

(1)

Testing

221

(1)

Reference

222

(1)

17 Interfaces and Conversions

223

(1)

Interfaces

224

(1)

Planning

224

(3)

Which Legacy Systems Require an Interface?

225

(1)

What Type of Interface Is Needed?

225

(1)

Which Direction Is Data Transferred?

226

(1)

How Frequently Will the Interface Be Run?

226

(1)

How Long Will the Interface Be Needed?

226

(1)

Definition

227

(1)

Coding

227

(1)

Testing

228

(1)

Data Conversion

228

(1)

Planning

228

(3)

What Data Will Be Converted?

228

(2)

Where Do Those Data Currently Exist?

230

(1)

What Is the Volume of Data To Be Converted?

230

(1)

How Clean Are the Data?

230

(1)

If Needed, Can Code Translation Be Automated?

230

(1)

Will the Conversion Be Automated or Manual?

231

(1)

Who Is Responsible for the Conversion?

231

(1)

Definition

231

(1)

Coding

231

(1)

Testing

232

(1)

18 Customizations

233

(1)

Reports

233

(3)

Planning

234

(1)

Review All Existing Reports

234

(1)

Develop an Inventory of All New Reports

234

(1)

Determine the Tool That Will Be Used To Create Reports

235

(1)

Definition

235

(1)

Coding

235

(1)

Testing

235

(1)

Extensions and Customizations

236

(5)

Planning

237

(2)

Definition

239

(1)

Coding

240

(1)

Testing

240

(1)

19 Training

241

(1)

Project-Team Training

241

(4)

Who Will Attend Training?

242

(1)

Which Subjects Will Be Included?

243

(1)

Who Will Provide the Training?

243

(1)

What Type of Training Will Be Used?

243

(2)

Where Will the Class Be Held?

245

(1)

End User Training

245

(5)

Initial Training

245

(2)

Who Will Attend Training?

247

(1)

What Subjects Will Be Included?

247

(1)

Will the Company Use Vendor-Provided Training?

247

(1)

What Type of Training Will Be Used?

248

(1)

Who Will Provide the Training?

248

(1)

Where Will the Class Be Held?

249

(1)

What Materials Are Required, and Who Will Provide Them?

249

(1)

How Will Training Be Evaluated?

250

(1)

Ongoing Training

250

(3)

20 The Challenges of Multisite Implementation

253

(1)

How Much Variation Will Be Allowed?

253

(1)

Will There Be One Project or Many?

254

(1)

Who Is In Charge?

255

(2)

Single-Project Team

256

(1)

Multiple-Project Teams

256

(1)

How Many Instances Will There Be?

257

(1)

Will the Implementation Be Multicountry?

258

(6)

Multiple Languages

258

(1)

Software and Documentation

258

(1)

Training

259

(1)

Help Desk

259

(1)

Local Laws

259

(4)

Section VI: Postimplementation

21 Support

263

(26)

Establishing End User Expectations

264

(1)

Step 1: Create a Steering Committee

264

(1)

One or More Committees?

265

(1)

Charters and Agendas

265

(1)

Step 2: Establish Service-Level Agreements

265

(2)

Step 3: Implement a Mechanism for Capturing and Reporting Performance

267

(2)

Step 4: Communicate Performance Metrics

269

(2)

Determining Who Will Provide Support

271

(5)

First-Line Response to Problems and Questions

272

(1)

Advantages

272

(1)

Disadvantages

273

(1)

Second-Line Response to Problems and Questions

274

(1)

Evaluation and Application of Vendor Patches and Upgrades

274

(1)

Modifications to Interfaces and Other Company-Specific Customizations

274

(1)

Upgrades to User Interfaces and Other Nonapplication-Specific Components

275

(1)

The Legacy System Dilemma

276

(2)

Reference

278

(1)

22 The Future

279

(1)

The Postmortem

279

(1)

Brainstorming

280

(1)

Sticky Notes

280

(1)

The Control Plan

280

(3)

Legacy System Decommissioning

283

(1)

Acquisitions and Divestitures

283

Section VII: Appendices

Appendix A List of Acronyms

289

(4)

Appendix B The Project Charter

293

(6)

Appendix C Suggested Reading

299

(2)

Index

301

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Successful Packaged Software Implementation

Summary

Table of Contents

Supplemental Materials