1st Edition

Successful Packaged Software Implementation

By Christine B. Tayntor Copyright 2006
    336 Pages 11 B/W Illustrations
    by CRC Press

    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.

    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

    Biography

    Christine B. Tayntor

    "…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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