CRITICAL SUCCESS FACTORS IN SYSTEMS AND TECHNOLOGY

Following is a list of some critical factors that you must consider in imple-
mentation:
• The benefits of systems and technology implementation lie for the most
part in the business process. The only benefits that lie in IT are cost savings
through technology replacement and efficiency. Because IT costs are small
in comparison with business costs and IT support costs for a business
process are small in comparison with that of the process, it is natural to
go to the process rather than IT for benefits.
• Given the cost and time of implementation, select the processes and
systems based on overwhelming benefits. If the tangible benefits are very
close to costs, then any rise in costs and extension of schedule will eat up
the benefits. The exception is when you are implementing a major upgrade
in technology infrastructure that will pave the way for major benefits in
several business units.
• The scope of implementation must include commitment by the business
units as well as the business process. If this is not done, then there will be
few guarantees that the benefits will occur because there will be little
pressure on business units to make changes. In some cases, middle-level
managers want to protect their territories and realms.
• Technology that is proven should be the technical base of the implementa-
tion. In addition, the importance of interfaces and integration can outweigh
the internal features of the software.
• Selection of software packages should be based on interfaces, fit with trans-
actions of the new business process, modularity as opposed to checklists of
features, and ability to customize the package. Ask the question, “Which
package fits the new process best?” Do not ask “Which package has the
most features?”