So, when someone says that successful system implementations are about People, Process & Tools, what do they really mean? In previous blogs, I’ve made the argument that it’s really People, Process, Data & Tools that form the four pillars of successful implementations, but I’m getting off-track.
Let’s take a step back.
Tools? We get that. It’s the computer technology that we are working to implement. It’s the new whiz-bang thing and what most organizations spend their time focused on and/or complaining about.
Process? We get that. It’s the “why” and “how” we get things done. It’s the ideal way in which we want work performed in the organization.
People? What exactly do we mean by that word in this particular context? Obviously, you need people, but there’s more to it than just warm bodies.
I will argue that there are two aspects to People, both of which are important.
One aspect is the process by which you select and retain the right people and identify the right roles for them. For most companies, this process is most likely a function of Human Resources. Ultimately, if you have poor people selection and retainment, then your organization will suffer. Maybe not today, but believe me, your organization will ultimately suffer. When you have an I/T implementation, it’s important to carefully select the right people for the project. However, once the project team is set, there’s really nothing else to do.
The other aspect, and the one I feel is most vital, is ensuring that the people in your organization are prepared and ready to simultaneously execute both the Process with the Tools as prescribed. This process is known by many different names, such as Change Management, People Transition, Training, Onboarding, etc. In my experience, this aspect of People is often the root cause of the majority of failures in Process and Tool changes over the years. Because it does not matter how robust your Process is or how powerful your Tool is, if your People don’t know how to use them effectively, you will fail! At the heart of a successful implementation are end users who know what is expected of them and how they perform what is expected in the new system.
And it is not just about implementation. It is also about sustainability over the long haul. Ensuring that a sustainable onboarding capability exists to educate and train new users is vital.
Do you remember that YouTube video of the grandfather who uses his new iPad as a cutting board? I love that spoof, because it exemplifies this aspect of People so well. You’ve just put an iPad, a technological advance that revolutionized our world, into the hands of your grandfather. Does he understand how to use it? How could he not? You’ve just bought the best tablet on the market and put it into the hands of your capable grandfather. There’s no need to step him through it. It's intuitive. So, you decide to leave knowing (a bit smugly) that you’ve just improved your grandfather’s life immensely.
Once you’ve left, you grandfather inspects your gift with a bit of skepticism followed by a bit of confusion. However, he does notice the nice clean, hard surface of the iPad. As he looks at his old, worn-out cutting board, the intended use is obvious to him.
Never underestimate to the degree that tools can be misused when proper onboarding is not done. Not just during implementation, but well after. It’s the continual, slow brain drain of organizations that ultimately create messy systems. Douglas Adams said it best,
“A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools.”
I’ve written that one on my office wall.
Occasionally, somebody can luck into figuring it out, but often, they’ll end up chopping carrots on an iPad!
So, the next time you're sponsoring or leading a project to transform your Processes or Tools, whether it be IBP, S&OP, Demand Planning or Supply Planning, make sure and keep People top of mind.
In my next blog, I’ll go through some affective approaches to Change Management that can help ensure a successful implementation.