How does an optimal Software Implementation work?

Lack of software acceptance

Frequently, companies complain that software does not offer the desired benefits and is therefore not popular with users. Here, cause and effect are often confused. Software that has simply been installed but not explained and not adapted to the employees and their activities cannot be accepted. The reason for a lack of software acceptance is often a bad software implementation or a wrong make-or-buy decision.

Phases of software implementation

The implementation of software involves operating in phases and setting goals, integrating application groups, determining responsibilities and actively controlling execution.

Determination of the parameters

Software is often implemented in the course of a project. It is essential that you clarify the contact persons, the significance of the launch and thus the significance of the project:

• Who are the internal contact persons in the company and at suppliers?
• How does the communication with the contact persons take place?
• How committed is the management?
• What is the priority of the implementation compared to the current activities of the contact persons and the future users?
• How important is the project compared to other, parallel projects?
• Who is the responsible contact person in the company after the rollout and who is actively involved in the rollout?

The successful execution

Once you have defined the goals and parameters, you can now define a goal-oriented procedure. The focus is on the user, because only if he has a benefit from the new software, he will use the software permanently, and only then can a company benefit. The following aspects have to be considered during the procedure:

• Definition of the rough and detailed procedure including scheduling and monitoring of quality gates.
• Training needs analysis, development of training profiles, training coordination and, if necessary, awarding of certificates.
• Training of user groups, teams and key users with in-depth training and follow-up training opportunities.
• Pilot mode, Go Live Support and After Go Live Support, as well as ongoing project coaching.
• Institutionalised feedback for quality assurance and gaining new requirements, possibly open user discussions and exchange with management.
• Configuration and adaptation of the software based on user feedback.

The scope of a software implementation depends on the type of software to be implemented and the related objectives. The most important factor during the introduction is the user, because without his acceptance the implementation will not reach the set goals. This is the reason for the necessity of a planned, structured introductory procedure.

Software implementation strategies

Basically, there are two strategies for software implementation: the implementation on a reference date with a big bang or in iterations.

Big Bang Strategy

In a Big Bang implementation, the new software is fully deployed at a clearly defined point in time – in larger organisations also across all locations and departments. This strategy is also known as “one-and-done-deal”. Ideally, commissioning should take place at non-critical times, on weekends, public holidays or during vacation periods. The goal of the Big Bang implementation is the complete availability of the software at the workstations and the employees’ devices at the defined time.

Advantages and disadvantages of the Big Bang strategy:

• Compared to iterative implementation, it is considered to be more cost-effective because the organisation only has to bear the maintenance and servicing costs of an application.
• The changeover for all users at the defined point in time ensures an immediate change in processes and procedures and consequently a faster return on investment.
• On the other hand, there are various risks, such as
  + the postponement of the release due to ongoing requirement changes,
  + lack of staff training,
  + lack of migration of data from existing systems, etc.
  These risks can lead to reduced productivity and a low level of user acceptance.

Strategy of iterative implementation

The iterative software implementation takes place in phases as a series of steps. It also implicitly supports parallelisation, i.e. the transitional, simultaneous use of existing and new software. With the iterative approach, components can be provided individually – e.g. at different locations or for different departments. This allows users to gain experience with parts of the new software at an early stage and at the same time reduces the risk of failure compared to the Big Bang approach.

Advantages and disadvantages of the iterative strategy:

• The step-by-step approach and early feedback from users allow adjustments to be made during the implementation phase.
• The organisation has more time to train its staff. And employees have more time to adapt to the new system.
• As the deployment takes place over a longer period of time, users have to use several systems at the same time. There is a threat of higher costs.
• The costs are relatively high, because the organisation has to provide resources for the maintenance of the existing and the new software as well as all temporary interfaces for linking the two solutions.
• If the solution is introduced over a longer period of time, there is a risk of external factors such as impending cost savings, a change of direction or restructuring measures. This can lead to a situation where the new software is never fully implemented and therefore offers little or no benefit.

It is not generally possible to determine which of the two strategies is better. Each company must find its own way and define a suitable procedure.

Tips and tricks for optimal software implementation

There are a number of tips and tricks that you should consider when launching software to minimise the risks of a bad software implementation:

• Ensure clear responsibilities and roles, get management support, and agree decision paths.
• Identify goals, calculate real costs and effort, and clarify the importance of software deployment.
• Plan your approach as precisely as possible and check the planning regularly.
• Do not overload the project participants with additional tasks.
• Expect resistance from users who will lose standing subjectively or objectively as a result of the new solution.
• Pay attention to the mood of the users and integrate it as often and sensibly as possible.
• Communicate openly and honestly with the users.
• Avoid personnel changes during the introductory phase.
• If possible, use experts and expert knowledge and do not let the software be introduced by an intern.
• Document and communicate decisions with appropriate reasons and test before you go live with the new software.
• Don’t save on training.

Notes:

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