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.
Table of Contents
The Packaged Software Dilemma
Types of Software
Implementation versus Installation
Is Packaged Software the Answer?
Criteria for Success
The First Steps
The Need for a Formal Selection Process
Step 1: Form the Selection Team
The Project Charter
The Team Leader
THE SELECTION PROCESS
Identifying Requirements and Potential Products
The Selection Process - Step 2: Identify and
The Selection Process - Step 3: Identify Potential
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
LEGAL ISSUES-CONTRACTS AND SOFTWARE LICENSES
The Negotiation Process
Types of Contracts
Project Team Involvement in Negotiations
Other Team Members
Improving the Company's Negotiating Position
The Negotiation Process
Key Elements of Software Licenses
7. Schedule for Deliverables
8. Maintenance (If Contained in the Base Software
9. Fees and Payment Terms
10. Confidentiality and Protection of Data
11. Representations and Warranties
13. Limitation of Liability
14. Miscellaneous Provisions
Professional Services Agreements
Service Contracts and Statements of Work
Master Services Agreement
Statements of Work
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
The Program Management Office
Other Key Decisions
The Implementation Team
Selling the Solution
What Is Involved?
Step 1: Calculate the Costs of the Proposed
Step 2: Calculate the Costs of the Current Process
Step 3: Identify the Benefits of the Proposed
Step 4: Calculate Return on Investment
Step 5: Outline the Implementation Schedule
Step 6: Develop the Business Case and
Step 7: Presell the Solution
Step 8: Present the Solution
The Basics of Change
Roles Associated with Change
The Impact of Change
Components of Successful Change
The Critical Element: Communication
The Rumor Mill
Coping with Conflict
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
Step 4: Create and Follow Communication
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
Step 5: Test the Software in the Real World
Step 6: Review the Documentation
The Configuration Conundrum
Interfaces and Conversions
Extensions and Customizations
End User 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?
Establishing End User Expectations
Step 1: Create a Steering Committee
Step 2: Establish Service-Level Agreements
Step 3: Implement a Mechanism for Capturing and
Step 4: Communicate Performance Metrics
Determining Who Will Provide Support
The Legacy System Dilemma
The Control Plan
Legacy System Decommissioning
Acquisitions and Divestitures
List of Acronyms
The Project Charter
"…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