Software is Not the Answer (It’s Just a Piece of it)
When it comes to big software installations, it’s easy to lose sight of the real objective. It’s common for projects to be focused on implementing software when that’s not the real goal. These projects spring from business needs, such as reducing the time it takes to open accounts or process loans.
While a piece of the solution is software, it’s only a piece. The real need is met by the software in combination with the processes and behaviors that surround it.
- The project objectives should be spelled out and understood by everyone involved. If the goal is to be able to add new members faster and cross-sell more efficiently, state the goal for speed and cross-selling rather than making it about implementing a new account opening system.
- Examine the processes that are related to the goal and make modifications. Don’t limit your process improvements to the parts of the process that touch the software. There are typically opportunities throughout the process for improvements that will help achieve the goals.
- Get baseline reports for the measures that will be tracked (if possible) and establish regular reporting.
Once the system is in place and everyone is using it correctly, celebrate, but don’t stop there.
- After the new system and improved processes have been in use, revisit how they are working. This opportunity for easy adjustments is often missed, limiting the effectiveness of the project.
- Continue to report on the goals regularly. That way you’ll know if something in the process stops working.
