HR Technology Systems
Best Practices for
Successful Implementation
Tom Sonde
Friday March 21, 2014
www.silverroad.net
Introduction: HR Technology Systems:
Best Practices for Successful Implementation
Human Resoures
Payroll
Pro
cess
es
Time & Attendence
Trai
nin
g
Benefits Administration
Recruiting Talent
Management
Sucession Planning
Co
mp
ensa
tio
n
Modules
It’s Not Always the Software Providers Fault
Many system issues are not the result of the software.
More than 70% of Organizations are Not Happy with their HR System
It’s Not Always the Software Providers Fault
Many system issues are not the result of the software.
They were caused by a flawed implementation.
More than 70% of Organizations are Not Happy with their HR System
Successfull Implementations Address Process,
Technology and Best Practices
The Foundation of a Successful System Includes Process and Best Practices
Pro
cess
Tech
no
logy
Be
st P
ract
ice
s
TEC
HN
OLO
GY
To be effective an implementation should address: • Process • Technology • Best Practices
TEC
HN
OLO
GY
Successful Implementations Address More than the
Software
HR System
TEC
HN
OLO
GY
TEC
HN
OLO
GY
HR System
To be effective an implementation should address: • Process • Technology • Best Practices
Successful Implementations Address More than the
Software
TEC
HN
OLO
GY
Successful Implementations Address More than the
Software
HR System
To be effective an implementation should address: • Process • Technology • Best Practices
TEC
HN
OLO
GY
TEC
HN
OLO
GY
Successful Implementations Address More than the
Software
HR Systems
To be effective an implementation should address: • Process • Technology • Best Practices
Implementing New Technology Does Not Guarantee Efficiency
Teacher
completes
requisition form or
fills out pre-printed
list for items
needed
School clerk
enters data into
system from
requisition
Principal or Dept.
Head approves
and signs
requisition
After data is
entered,
requisition will be
funneled into the
following
Non site-based budget
purchases goes to an
approver initially
Based on the type
of purchase,
requisition is
routed to one of
the following:(1)
Finance Dept. (2)
Site-based budget purchases
go directly to Finance
Custodial - Plant
Operations
Exceptional
Children Division
Applied
Technology
Career
Development
Library Services
Chief Academic
Officer-Textbooks
Teaching &
Learning Assmt.
Interscholastic
Supplemental
Funds-Budget &
Management (3)Type 1
Purchasing Dept/
Senior buyers
receives
purchases in
"requisition proof"
Senior buyers
review requisition
proof, checks for
errors (4)
Other purchases
are routed to a
buyer - based on
assignment
Buyer receives
buyer's copy
Buyer requests
quotes/bids from
vendors (fax, mail,
or phone) Request
for Quotation form
Requisition proof
is generated from
information
entered into
system
If no errors found
on requisition proof
If errors
are found
Purchase order is
generated from the
requisition proof
the next day
Senior buyers will
correct errors and
another proof is
generated
Purchases orders
printed at
Southside location
and delivered to
Admin Bldg.
Senior buyers
separate POs (5
copies)
Orange copy kept
on file at
purchasing office
White PO copy
routed back to
original buyer
Blue copy sent to
Controllers Office
Brown/yellow copy
sent to school
(brown copy is
receivers report)
Buyer signs and
dates PO; sends
to vendor by mail
or fax
Vendor receives
PO and ships
order to school
Vendor sends
invoice to Finance
Dept.
Type 2
Finance Dept.
matches invoice to
receiver's report
System generates
payment when
both invoice and
receiver's report
are entered into
systemSchool confirms
purchase by
sending receivers
report to Finance
Dept. (5)
Type A
Type B
Purchases from a contract
company or pre-printed list
Purchases not from a contract
company or pre-printed list
regardless of price
Teacher
completes
requisition form or
fills out pre-printed
list for items
needed
School clerk
enters data into
system from
requisition
Principal or Dept.
Head approves
and signs
requisition
After data is
entered,
requisition will be
funneled into the
following
Non site-based budget
purchases goes to an
approver initially
Based on the type
of purchase,
requisition is
routed to one of
the following:(1)
Finance Dept. (2)
Site-based budget purchases
go directly to Finance
Custodial - Plant
Operations
Exceptional
Children Division
Applied
Technology
Career
Development
Library Services
Chief Academic
Officer-Textbooks
Teaching &
Learning Assmt.
Interscholastic
Supplemental
Funds-Budget &
Management (3)Type 1
Purchasing Dept/
Senior buyers
receives
purchases in
"requisition proof"
Senior buyers
review requisition
proof, checks for
errors (4)
Other purchases
are routed to a
buyer - based on
assignment
Buyer receives
buyer's copy
Buyer requests
quotes/bids from
vendors (fax, mail,
or phone) Request
for Quotation form
Requisition proof
is generated from
information
entered into
system
If no errors found
on requisition proof
If errors
are found
Purchase order is
generated from the
requisition proof
the next day
Senior buyers will
correct errors and
another proof is
generated
Purchases orders
printed at
Southside location
and delivered to
Admin Bldg.
Senior buyers
separate POs (5
copies)
Orange copy kept
on file at
purchasing office
White PO copy
routed back to
original buyer
Blue copy sent to
Controllers Office
Brown/yellow copy
sent to school
(brown copy is
receivers report)
Buyer signs and
dates PO; sends
to vendor by mail
or fax
Vendor receives
PO and ships
order to school
Vendor sends
invoice to Finance
Dept.
Type 2
Finance Dept.
matches invoice to
receiver's report
System generates
payment when
both invoice and
receiver's report
are entered into
systemSchool confirms
purchase by
sending receivers
report to Finance
Dept. (5)
Type A
Type B
Purchases from a contract
company or pre-printed list
Purchases not from a contract
company or pre-printed list
regardless of price
Teacher
completes
requisition form or
fills out pre-printed
list for items
needed
School clerk
enters data into
system from
requisition
Principal or Dept.
Head approves
and signs
requisition
After data is
entered,
requisition will be
funneled into the
following
Non site-based budget
purchases goes to an
approver initially
Based on the type
of purchase,
requisition is
routed to one of
the following:(1)
Finance Dept. (2)
Site-based budget purchases
go directly to Finance
Custodial - Plant
Operations
Exceptional
Children Division
Applied
Technology
Career
Development
Library Services
Chief Academic
Officer-Textbooks
Teaching &
Learning Assmt.
Interscholastic
Supplemental
Funds-Budget &
Management (3)Type 1
Purchasing Dept/
Senior buyers
receives
purchases in
"requisition proof"
Senior buyers
review requisition
proof, checks for
errors (4)
Other purchases
are routed to a
buyer - based on
assignment
Buyer receives
buyer's copy
Buyer requests
quotes/bids from
vendors (fax, mail,
or phone) Request
for Quotation form
Requisition proof
is generated from
information
entered into
system
If no errors found
on requisition proof
If errors
are found
Purchase order is
generated from the
requisition proof
the next day
Senior buyers will
correct errors and
another proof is
generated
Purchases orders
printed at
Southside location
and delivered to
Admin Bldg.
Senior buyers
separate POs (5
copies)
Orange copy kept
on file at
purchasing office
White PO copy
routed back to
original buyer
Blue copy sent to
Controllers Office
Brown/yellow copy
sent to school
(brown copy is
receivers report)
Buyer signs and
dates PO; sends
to vendor by mail
or fax
Vendor receives
PO and ships
order to school
Vendor sends
invoice to Finance
Dept.
Type 2
Finance Dept.
matches invoice to
receiver's report
System generates
payment when
both invoice and
receiver's report
are entered into
systemSchool confirms
purchase by
sending receivers
report to Finance
Dept. (5)
Type A
Type B
Purchases from a contract
company or pre-printed list
Purchases not from a contract
company or pre-printed list
regardless of price
Teacher
completes
requisition form or
fills out pre-printed
list for items
needed
School clerk
enters data into
system from
requisition
Principal or Dept.
Head approves
and signs
requisition
After data is
entered,
requisition will be
funneled into the
following
Non site-based budget
purchases goes to an
approver initially
Based on the type
of purchase,
requisition is
routed to one of
the following:(1)
Finance Dept. (2)
Site-based budget purchases
go directly to Finance
Custodial - Plant
Operations
Exceptional
Children Division
Applied
Technology
Career
Development
Library Services
Chief Academic
Officer-Textbooks
Teaching &
Learning Assmt.
Interscholastic
Supplemental
Funds-Budget &
Management (3)Type 1
Purchasing Dept/
Senior buyers
receives
purchases in
"requisition proof"
Senior buyers
review requisition
proof, checks for
errors (4)
Other purchases
are routed to a
buyer - based on
assignment
Buyer receives
buyer's copy
Buyer requests
quotes/bids from
vendors (fax, mail,
or phone) Request
for Quotation form
Requisition proof
is generated from
information
entered into
system
If no errors found
on requisition proof
If errors
are found
Purchase order is
generated from the
requisition proof
the next day
Senior buyers will
correct errors and
another proof is
generated
Purchases orders
printed at
Southside location
and delivered to
Admin Bldg.
Senior buyers
separate POs (5
copies)
Orange copy kept
on file at
purchasing office
White PO copy
routed back to
original buyer
Blue copy sent to
Controllers Office
Brown/yellow copy
sent to school
(brown copy is
receivers report)
Buyer signs and
dates PO; sends
to vendor by mail
or fax
Vendor receives
PO and ships
order to school
Vendor sends
invoice to Finance
Dept.
Type 2
Finance Dept.
matches invoice to
receiver's report
System generates
payment when
both invoice and
receiver's report
are entered into
systemSchool confirms
purchase by
sending receivers
report to Finance
Dept. (5)
Type A
Type B
Purchases from a contract
company or pre-printed list
Purchases not from a contract
company or pre-printed list
regardless of price
New Technology
Inefficient Old Process
New Technology
Inefficient New Process
Document Requirements Obtain an Understanding
of the End-to-End
Processes
End-to-End
Processes
Understand the Need
for all Inputs and
Outputs
To Leverage your New System you must Understand your End-to-End Processes
Addressing End-to-End Processes is One of the Keys to Success
Salary and
Benefit
Expense
available for
transfer VAC
system
Green Bar Report
printed from
Specials Database
Postage, and
Supply Expense
report sent bi-weekly
The data from these
reports are manually
entered into an
Excel spreadsheet,
Excel Spreadsheets
are turned into a text
file then transferred
into the VAC
Disbursement System VAC System is
updated
MOD Budget
Report used to
prepare MQ
(1)
( 1) Report shows MTD and YTD Expenses, Encumbered-unpaid expenses, $ Free
Balance, and % Free Balance. This report is used to create MQ. (2) Report shows General Funds
Departments, account #, recommended budget, current appropriations, YTD
expenses, and YTD % budget used. Attachment also includes Outside General Funds with all categories plus estimated
revenue, YTD revenue received, and YTD % collected. Report generated by
Controllers office and given to John Murphy (12th Floor room 1243) for
review. The report is reviewed with the CFO by the staff and Controller. (3) Other daily phone bills are sent through
on an AP voucher to be paid (4) Fleet Management supports 3
departments and generates approximately 100-150 work orders each month. (5) This report shows monthly receipts and
expenses by departments. Any request for adjustments are sent via hardcopy to the
Controllers office.
General Fund
Quarterly
Summary Report
(2)
Medicare Expense
from Payroll
Telephone bills are
received from Nynexl,
Nextel, Sprint, Arch
wireless, and Ameritech
(3)
Total for each
department is
entered on Excel
Spreadsheets.
One sheet per
company
Each department
receives an
itemized list of
charges to their
department
Any disputes are
reported to the
Telecommunication
s dept. and a credit
is granted.
Telecommunications - Phone
Expense
Fleet Management - Gas and Maintenance
Expenses Work Orders are
generated as work is
done in Fleet
Management
(4)
At month end,
work orders are
summarized by
department and
entered into Excel
Printed report is
sent to each
department and
Controllers office
One copy is sent to
the department, the
other is used to
record expense/
billing
AP and
Disbursement
transactions
Risk Management - Life, Health, Dental Expenses
Payroll - Salary and Benefits Expenses
Central Supply - Xerox, Postage, and Supplies Expenses
Spreadsheet
is sent to
Controllers
office
Health Enrollment
Database with all
employee health,
life and dental data
Report of all
enrollment is sent
to departments for
update/correction
Changes are input
on Excel
Spreadsheet
which calculates
chargebacks
Departments
return hard copies
to Risk
Management for
changes
John Murphy uses
report to record
expenses and transfer
funds between
departments
Payroll System
Specials
Account
maintains
mileage
Departments
receive blank
report listing
Department
completes mileage
and total
department
reimbursement
Report is returned
by 9th of month to
Payroll
Payroll inputs
mileage, system
calculates
reimbursement.
Payroll - Mileage Expense
Payroll - Medicare Expense
Payroll System
Medicare Expense
adjustments are
posted after
payroll run
Report printed by
department/
account
Department
sends
spreadsheets
to the Controller net
of any
adjustments
RollOver Monthly
Report sent to
departments
(5)
Manual log of copy
requests by
department (+10%
surcharge)
Departments
request supplies
via phone/fax and
they are tracked
via VAC system
Postage machine
tracks postage by
Department
Supply and postage
expenses per
department are entered
into VAC system
Best Practices
Books
Professional organizations
Conferences
Other companies
Consultants
System Functionality
Best Practices and System Functionality Knowledge
How do you obtain knowledge of
Best Practices and System Functionality?
Software Provider
User manuals
Vendor web site
Books
Consultants
Understanding System Functionality - What You Need to Know
System Functionality
You don’t need to become a technology expert
– You don’t need to understand the nuts & bolts
behind the screens
– You simply need to understand what it is
capable of
You need to be able to speak intelligently with
configuration staff
Automation Opportunities
Paper
Manual forms
Manual processes
Shadow or one-off processes
Excel spreadsheets
Shadow systems (e.g. data warehouse)
Reviews and approvals
Time intensive processes
Manual keying of data
Duplicate keying of data
Non system generated reports
Integration
Having an Understanding of the End-to-End Processes Increases Automation Opportunities
Teacher
completes
requisition form or
fills out pre-printed
list for items
needed
School clerk
enters data into
system from
requisition
Principal or Dept.
Head approves
and signs
requisition
After data is
entered,
requisition will be
funneled into the
following
Non site-based budget
purchases goes to an
approver initially
Based on the type
of purchase,
requisition is
routed to one of
the following:(1)
Finance Dept. (2)
Site-based budget purchases
go directly to Finance
Custodial - Plant
Operations
Exceptional
Children Division
Applied
Technology
Career
Development
Library Services
Chief Academic
Officer-Textbooks
Teaching &
Learning Assmt.
Interscholastic
Supplemental
Funds-Budget &
Management (3)Type 1
Purchasing Dept/
Senior buyers
receives
purchases in
"requisition proof"
Senior buyers
review requisition
proof, checks for
errors (4)
Other purchases
are routed to a
buyer - based on
assignment
Buyer receives
buyer's copy
Buyer requests
quotes/bids from
vendors (fax, mail,
or phone) Request
for Quotation form
Requisition proof
is generated from
information
entered into
system
If no errors found
on requisition proof
If errors
are found
Purchase order is
generated from the
requisition proof
the next day
Senior buyers will
correct errors and
another proof is
generated
Purchases orders
printed at
Southside location
and delivered to
Admin Bldg.
Senior buyers
separate POs (5
copies)
Orange copy kept
on file at
purchasing office
White PO copy
routed back to
original buyer
Blue copy sent to
Controllers Office
Brown/yellow copy
sent to school
(brown copy is
receivers report)
Buyer signs and
dates PO; sends
to vendor by mail
or fax
Vendor receives
PO and ships
order to school
Vendor sends
invoice to Finance
Dept.
Type 2
Finance Dept.
matches invoice to
receiver's report
System generates
payment when
both invoice and
receiver's report
are entered into
systemSchool confirms
purchase by
sending receivers
report to Finance
Dept. (5)
Type A
Type B
Purchases from a contract
company or pre-printed list
Purchases not from a contract
company or pre-printed list
regardless of price
Teacher
completes
requisition form or
fills out pre-printed
list for items
needed
School clerk
enters data into
system from
requisition
Principal or Dept.
Head approves
and signs
requisition
After data is
entered,
requisition will be
funneled into the
following
Non site-based budget
purchases goes to an
approver initially
Based on the type
of purchase,
requisition is
routed to one of
the following:(1)
Finance Dept. (2)
Site-based budget purchases
go directly to Finance
Custodial - Plant
Operations
Exceptional
Children Division
Applied
Technology
Career
Development
Library Services
Chief Academic
Officer-Textbooks
Teaching &
Learning Assmt.
Interscholastic
Supplemental
Funds-Budget &
Management (3)Type 1
Purchasing Dept/
Senior buyers
receives
purchases in
"requisition proof"
Senior buyers
review requisition
proof, checks for
errors (4)
Other purchases
are routed to a
buyer - based on
assignment
Buyer receives
buyer's copy
Buyer requests
quotes/bids from
vendors (fax, mail,
or phone) Request
for Quotation form
Requisition proof
is generated from
information
entered into
system
If no errors found
on requisition proof
If errors
are found
Purchase order is
generated from the
requisition proof
the next day
Senior buyers will
correct errors and
another proof is
generated
Purchases orders
printed at
Southside location
and delivered to
Admin Bldg.
Senior buyers
separate POs (5
copies)
Orange copy kept
on file at
purchasing office
White PO copy
routed back to
original buyer
Blue copy sent to
Controllers Office
Brown/yellow copy
sent to school
(brown copy is
receivers report)
Buyer signs and
dates PO; sends
to vendor by mail
or fax
Vendor receives
PO and ships
order to school
Vendor sends
invoice to Finance
Dept.
Type 2
Finance Dept.
matches invoice to
receiver's report
System generates
payment when
both invoice and
receiver's report
are entered into
systemSchool confirms
purchase by
sending receivers
report to Finance
Dept. (5)
Type A
Type B
Purchases from a contract
company or pre-printed list
Purchases not from a contract
company or pre-printed list
regardless of price
Your Logo
Configuration and Process Design Decisions
Payroll Process (High Level View) - Pre Software Interface
PS
Pro
ject
Opera
tions-
ISO
pera
tions-
Data
Entr
yP
ayro
llH
RF
ield
Budget
Prepare Supp
Time Reports &
Overtime Reports
Review and
approve
Review and
correct Supp Time
Reports and OT
Reports
Input Supp Time
Reports & OT
Reports
Prepare T&L
Reports
Review and
correct T&L
Reports
Input T&L reports
Run Pay & Time
files into PS
Provide Account
Codes as needed
Prepare Payroll
Notification Forms
to process
adjustments
Create Paysheets Update Paysheets
Produce checks,
advices & DD file
for bank, and print
reports
Run final calc and
confirm
Distribute checks
and advices
Reconcile payroll
System / Process Design
• Educate process owners to avoid making
design decisions based upon the current system
• Design sessions should include representation
from end-to-end process owners
• Ask process owners what they would like “in the
perfect world”
• Built-in system best practices are not enough,
best practices should be applied to all
processes
• Enlist executive management or the software
vendor to help employees network with others
that have successfully implemented your
software
• While cooperation is important process owners
must also learn to push back when appropriate
• Designate a senior HR staff member to make
final system set-up and process design
decisions, avoid decision by committee
Project Planning Tips
Project Planning
• Build contingenies into the project plan
(both financial and time)
• Place budget responsibility with HR
rather then IT
• Have HR lead or co-lead the project
• Begin cleaning employee/system data
immediately
• Avoid an aggressive go-live date
• Stage the timing of module go-lives to
reduce implementation risks
• Obtain senior management support and
have them communicate it early and
often
• Implement as much self-service
functionality as possible
A Properly Staffed Project Team is the Foundation for
Success
Full-Time Project Manager
Representing HR
Indespensable HR Staff
Process Improvement
Expert
Communications Lead
Subject Matter Experts from each Functional Area
IT Staff / Consultants / Software Vendor
A Properly Staffed and Trained Project Team is the
Foundation for Success
Project
Team
Project Team
• Core team members should be
dedicated to the project full time
• Hold part time staff members
accountable for obligations to
participate
• Reassign / backfill employees with
supplemental staff
• Create a seperate work area for the
team
• Conduct team training prior to
beginning the project (team building,
system functionailty, best practices)
• Team members should think outside
the box but within the softwares
parameters
• Make sure the consultants
knowledge is transfered to the staff
Project Status Meetings Should be Scheduled in
Advance for the Duration of the Project
Status Meetings
• Project Team meetings should be
held weekly
• Steering Committee meetings should
be held at least once a month
• Every meeting should have an
agenda prepared in advance
Inadequate Training often Hurts an Otherwise
Successful Implementation
• Budget an ample amount of time for training
• Obtain a thorough understanding of the end-to-end processes before developing training
• Training should incorporate both process and technology, it should be more then screen shots of the new system
• Training should be developed with the process owners skill sets in mind
• Develop System Super-Users
Many Implementations Fail to Leverage their Systems Capabilities when it comes to Reporting
Reporting
• Go beyond the “canned” reports provided by the
vendor
• Identify user needs that are not being met by current
reporting
• Idendity and automate manually prepared reports
• Leverage the new/additional data now available in
the system
• Reports for routine activities should include all
required data on a single report
• Ideally access should be provided electronically
rather than on paper
• Anyone that requires access to data should have the
appropriate access
• Reporting should be timely
• Train as many staff as possible on how to utilize the
new systems reporting capabilities
Change
Management
Politics
• Understand the political
landscape
• Use politics to your
advantage
Quick Wins • Fix the easy things first
• Gain traction
Resources
• Make sure the proper resources are on
the team and that there is an adequate
budget with realistic timelines
Communicate
• Communicate positive
results
• Communicate as
appropriate – Remember
the who, what, where,
when and why
• Communicate regularly
Understanding Project Dynamics
Build Alliances
• Win over adversaries
• Make IT part of the team
• Get Finance involved
Potential Threat
It is important to Understand why People are Resistant to Change
Fear of the Unknown
Potential Threat
It is important to Understand why People are Resistant to Change
Fear of the Unknown
Potential Threat
Threat of Obsolescence
It is important to Understand why People are Resistant to Change
Fear of the Unknown
Loss of
Kingdom / Status
Potential Threat
Threat of Obsolescence
It is important to Understand why People are Resistant to Change
Fear of the Unknown
Loss of
Kingdom / Status
Potential Threat
Threat of Obsolescence
Fear of Something
New
It is important to Understand why People are Resistant to Change
Fear of the Unknown
Loss of
Kingdom / Status
Potential Threat
Threat of Obsolescence
Fear of Something
New
Change May
Uncover Hidden Issues
It is important to Understand why People are Resistant to Change
Fear of the Unknown
Loss of
Kingdom / Status
Potential Threat
Threat of Obsolescence
Fear of Something
New
Changes May Result
in Additional Workload
Change May
Uncover Hidden Issues
It is important to Understand why People are Resistant to Change
Executive
Sponsorship
Support Provides funding, appropriate resources and opens doors when necessary
Values Sets the tone, communicates the importance of the project to the organization
Leadership Provides direction, advice and credibility
Stick Provides the appropriate leverage when necessary
Carrot Provides rewards and incentives for success
Executive Sponsorship Plays a Key Role
Justification
At a minimum on a small project you want to justify the need for dedicated resources to focus on
your project
Clearly Articulate Benefits
The better you can articulate benefits and real dollar savings the more support you will receive
Quantify Savings
Quantify potential savings in order to: Free up resources
(e.g. process owners, IT staff)
Gain executive buy-in and
obtain funding
Focus on Savings
Focus on savings, not cost
Return on Investment - ROI A Positive ROI is Essential to Obtaining Project Approval
ROI
Free Whitepapers:
Unlock the Hidden Value in your HR System
What You Should Know
- and -
Helpful Hints for Improving the Productivity of HR
Tom Sonde, Principal
(973) 722-9304
SilverRoad.net
For Additional Information:
Thank you for
your attention!
Any Questions?
Tom Sonde, Principal
(973) 722-9304
SilverRoad.net
Tom Sonde Biography
Tom Sonde
Tom is a principal with Silver Road Solutions, a management consulting firm specializing in helping HR organizations be more productive. He began performing process improvement work while at The Dun & Bradstreet Corporation. He subsequently worked at KPMG Consulting and was VP Global Business Transformation at Misys where he redesigned their global HR processes during an SAP implementation.
Tom has extensive experience in helping organizations with their HR systems. He has written several articles on this topic including: Finding the Hidden Values in HR Systems, which appeared in Human Resources Executive magazine.
For additional information please visit SilverRoad.net
Tom Sonde, Principal
(973) 722-9304
SilverRoad.net
Copyright © 2013 SilverRoad Solutions.
Appendix
Establish Metrics to Measure the Success (or Failure) of the Implementation
Metrics
• Identify the approproiate metrics you
wish to measure (e.g. time to fill a
position)
• Establish a baseline prior to the
implementation
• Put a process in place to capture the
metrics on an ongoing basis
• Utilize the metrics to establish a
continuous process improvement
program
While it is Best Not to Customize any Software you
Should Apply a Common Sense Approach
No Customizations
Adapt processes to the software
Customize
Addres a mandatory business
requirement
Software Customizations