Successful Packaged Software Implementation: 1st Edition (Hardback) book cover

Successful Packaged Software Implementation

1st Edition

By Christine B. Tayntor

CRC Press

336 pages | 11 B/W Illus.

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Hardback: 9780849334108
pub: 2005-09-14
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Description

Successful 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.

About The Author

With more than 30 years of experience in IT, Christine B. Tayntor has worked in the life insurance, banking, and manufacturing industries as well as serving as a consultant. Her experience includes the implementation and maintenance of packaged software, the negotiation of IT contracts, and the outsourcing of both software development and support. The author of Six Sigma Software Development, she is also a frequent contributor to technical publications and a speaker at numerous conferences.

Reviews

"…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.com

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Table of Contents

PLANNING

Getting Started

The Packaged Software Dilemma

Types of Software

Target Audience

Implementation versus Installation

Is Packaged Software the Answer?

Criteria for Success

Reference

The First Steps

The Need for a Formal Selection Process

Step 1: Form the Selection Team

The Project Charter

Team Selection

The Team Leader

Facilitators

Outside Advisors

THE SELECTION PROCESS

Identifying Requirements and Potential Products

The Selection Process - Step 2: Identify and

Prioritize Requirements

Identifying Requirements

Functional Requirements

Technical Requirements

Vendor-Related Requirements

Prioritizing Requirements

The Selection Process - Step 3: Identify Potential

Products

RFPs and RFIs

RFI vs. RFP - What Is the Difference?

What is the Value of an RFP?

What are the Disadvantages?

When is an RFP Needed?

Ranking RFP Sections

Product and Vendor Evaluation

Step 1: Team Evaluates the Responses and

Creates the Short List of Vendors

Step 2: Team Schedules Vendor Presentations

Step 3: Team Checks Vendor References

Step 4: Short List Vendors Present Their Products

(Standard Demo) and Capabilities

Step 5: Team Evaluates Presentations and

Creates Finalist List of Vendors

Step 6: Team Conducts Site Visits to Key

Customers of Finalist Vendors

Step 7: Finalist Vendors Present Customized

Demos of Products

Step 8: Team Determines Whether to Negotiate

with All Finalists

Scripted Presentations

LEGAL ISSUES-CONTRACTS AND SOFTWARE LICENSES

The Negotiation Process

Types of Contracts

Project Team Involvement in Negotiations

Other Team Members

Basic Precepts

Improving the Company's Negotiating Position

The Negotiation Process

Key Elements of Software Licenses

1. Introduction

2. Definitions

3. Term

4. Termination

5. License

6. Deliverables

7. Schedule for Deliverables

8. Maintenance (If Contained in the Base Software

License)

9. Fees and Payment Terms

10. Confidentiality and Protection of Data

11. Representations and Warranties

12. Indemnification

13. Limitation of Liability

14. Miscellaneous Provisions

Professional Services Agreements

Who?

What?

Where?

Fee-Related

Miscellaneous

Service Contracts and Statements of Work

Two-Tiered Contracts

Master Services Agreement

Statements of Work

IMPLEMENTATION CONSIDERATIONS

Establishing the Roadmap

Will the Company Use an ASP or Install the

Software on Its Machines?

Will Implementation be "Big Bang" or Phased?

What will be Included in Each Phase?

How Are Phases Chosen?

Will There Be Parallel Runs?

Communicating the Roadmap

Who's in Charge?

Architect, General Contractor or Skilled Trade?

Sources of Assistance

The Turnkey Alternative

Company Ownership with Assistance from Outside

Firms

The Program Management Office

Other Key Decisions

The Champion

The Implementation Team

Selling the Solution

What Is Involved?

Step 1: Calculate the Costs of the Proposed

Solution

Step 2: Calculate the Costs of the Current Process

Step 3: Identify the Benefits of the Proposed

Solution

Step 4: Calculate Return on Investment

Step 5: Outline the Implementation Schedule

Step 6: Develop the Business Case and

Presentation

Step 7: Presell the Solution

Step 8: Present the Solution

References

Organizational Readiness

The Basics of Change

Roles Associated with Change

The Impact of Change

Components of Successful Change

The Critical Element: Communication

The Rumor Mill

Formal Communication

Informal Communications

Coping with Conflict

References

IMPLEMENTATION

The Ground Rules

The Need for a Rule Book

Step 1: Establish and Publish Standards

Need for Review and Approval

Step 2: Develop and Monitor the Schedule

Step 3: Define and Implement Change

Management

Step 4: Create and Follow Communication

Protocols

Software Installation

Step 1: Prepare the Infrastructure

Step 2: Install Vanilla Code

Step 3: Test the Vanilla Code with

Vendor- Supplied Data

Step 4: Test the Vanilla Code with

Company-Specific Data

Step 5: Test the Software in the Real World

Step 6: Review the Documentation

Configuration

The Configuration Conundrum

Definition

Coding

Testing

Reference

Interfaces and Conversions

Interfaces

Planning

Definition

Coding

Testing

Data Conversion

Planning

Definition

Coding

Testing

Customizations

Reports

Extensions and Customizations

Training

Project-Team Training

End User Training

Ongoing Training

The Challenges of Multisite Implementation

How Much Variation Will Be Allowed?

Will There Be One Project or Many?

Who Is In Charge?

How Many Instances Will There Be?

Will the Implementation Be Multicountry?

POST-IMPLEMENTATION

Support

Establishing End User Expectations

Step 1: Create a Steering Committee

Step 2: Establish Service-Level Agreements

Step 3: Implement a Mechanism for Capturing and

Reporting Performance

Step 4: Communicate Performance Metrics

Determining Who Will Provide Support

The Legacy System Dilemma

References

The Future

The Postmortem

The Control Plan

Legacy System Decommissioning

Acquisitions and Divestitures

APPENDICES

List of Acronyms

The Project Charter

Suggested Reading

Subject Categories

BISAC Subject Codes/Headings:
BUS087000
BUSINESS & ECONOMICS / Production & Operations Management
COM032000
COMPUTERS / Information Technology
COM051230
COMPUTERS / Software Development & Engineering / General