Computer system implementations are a continuing process, not a one time project

By Steve Epner – Founder, BSW Consulting, Inc.

A key element in the best companies is an attitude that computer system implementations are a continuing process, not a one time project. It is one of the often repeated complaints about IT departments: “they never get anything done!” Well, that is true. Your business never stops changing, evolving, even morphing into something new. If the systems do not keep up, they will not support the organization in moving forward.

There are some departments that do seem to have a problem finishing projects. Often, they are the ones that are kept out of the important discussions until the last minute. Then, they are forced to drop everything to complete an emergency project. Of course, everyone only remembers the work that was not completed and forgets about the unplanned work that got done and worked to keep the organization operational.

I do not even encourage my clients to consider automation as an “investment.” That suggests a one time expenditure after which, one can measure the return. Computers are more like hiring employees. They require constant care, training (updating), and even succession planning (what will be next). We can measure effectiveness and productivity. Those are more important measures of the successful IT operation.

The successful companies are always looking for more ways to use the resources they have. In a general survey, it was reported that the average distributor used less than 25% of the functions and features of their computer systems. These are capabilities that have already been paid for and are just waiting to be used.

Many of these unused functions were enhancements that some other company wanted to save them processing time, increase accuracy, or solve some other business problem. Each company should be in touch with their software vendor’s support people on a regular basis and ask: “What is the next best feature we could start to use?”

If you are not sure which new features and functions to try, go to the User Meeting sponsored by all major software vendors. Talk to other executives and find out what they are using. Ask key executives: “what are the breakthrough items that have made a difference in their operations?”

The answers should lead you to a gold mine of opportunities. Not all of the functionality will fit your needs, but adding a single function or feature every month will improve your operations and, if you need to use the investment allegory, increase you return on the computer systems.