Software Implementation: Impact, Results and Key Performance Indicators

KPI-PictureEvery new software implementation comes with certain expectations: improved efficiency, better performance, headcount reduction, happier customers and, occasionally, business survival. Whatever your reason, the results must justify the time, effort and costs.

The impact of an implementation is typically first felt by your employees. Despite all of the training provided, there will still be questions / issues at startup. Having experts on hand to quickly provide guidance and resolutions will be vital for your success.

Impacts might be seen in your customers’ experience, especially if they were not prepared for the change. And depending on your implementation strategy, your staff’s time might be significantly impacted trying to deal with unanticipated problems. Without a well thought out plan and visibility to solid measurements, you may be facing problems with staff availability, frustration and very angry customers. You need to have measurements that can predict or respond to any of these undesirable conditions.

KPI-ExamplesMeasurements to predict or respond to changes:

Results can be measured using Key Performance Indicators (KPIs) but the challenge is to know what, how and when to measure them. Often times a new implementation needs time to become “business as usual” before all KPIs can be accurately recognized.

KPIs should reflect what is important to the organization but not so detailed that it dilutes relevance. Common KPIs include: revenue, expenses, profit margin, employee headcount, capacity, customer satisfaction, process times and manufacturing resources.

If any of your anticipated KPI changes aren’t realized, you should step back and determine why. Was change not embraced? Did the sales person over promise? Is more software or hardware required? Is more time with the new system needed?

Were there any unexpected KPI changes? Are they helpful or damaging? What corrective actions are required to address positive change?

The right KPIs will measure the success of your software implementation project. If there are too many negative results or even one disastrous result, the project team should be reassembled and provide options / solutions and determine the “go-forward” path and responsibilities for all elements and costs.

Hopefully that’s never the case and your KPIs measure the anticipated success factors that first led to the decision to undertake your implementation project. Consider reviewing earlier blogs for clues on how to make course corrections in your strategy:

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