Five Small Secrets to Systems Success

Abstract

A pervasive theme today regarding the performance of new systems is “many systems are technical successes, but organizational failures.” Systems that are well designed often fail to meet user expectations at implementation. This chapter details and analyzes the implementation of a major operations support system at a large U.S. firm that fits this theme. Measurements (of success) from a quasi-experiment are used to accurately measure user performance and user expectations pre- and post-system implementation. These measurements offer solid proof that the system achieved key user defined objectives. ... And yet, the system is widely viewed as a failure. This chapter highlights the "organizational chaos" that "technically successful" systems often cause in user organizations when the Systems Delivery process (how systems are delivered to users) is ineffectual. In effect, systems are dropped off at the users' doorsteps. A prescriptive model using five key guidelines is proposed for effective management of the Systems Delivery process. These five relatively small secrets can save corporations millions in investment dollars, reduce negative impacts to customer service, and enhance employee morale and systems acceptance.