Organizations face multiple challenges when embarking upon the journey of selecting and planning the implementation of Enterprise Quality Management Software (EQMS). The potential for failure, assuming all the functional and non-functional, usability, deployment model and support requirements are satisfied, lies squarely at the feet of implementation planning, execution and follow-through. In this post we will be discussing three considerations that could make or break an implementation and as a result develop an approach that that helps insure against selecting a partner that potentially promises much and yet delivers too little when the rubber hits the road.
The request for proposal (RFP) is the first opportunity to solicit formal, written responses from vendors regarding their approach to implementing their solution. Treat implementation in a similar way to your functional requirements. One benefit of the RFP is that it provides for a standardized formatted response from the respondent. This is positive in the sense that multiple responses are more easily compared. Use this to ensure you clearly understand what is required to successfully deploy an EQMS.
The RFP will outline the scope including industry specifics, quality processes to be implemented (document management and training, audit management etc.) Also included will be the number of plants/locations, geographic dispersion and perhaps a breakdown of end user types. You need to know how much experience implementing similar deployments this vendor has and you want them to name names. Create a tabular format for exactly that purpose, encompassing facets of experience and geographic coverage you expect to be demonstrated.
Ideally there will be a case study or two to support the tabular information provided but make it clear you will (at the correct juncture) want to speak to references (a selection of those listed) about the solution in due course and in depth regarding the approach taken and their specific implementation experience.
You should, in addition to your mandatory tabular format, allow for narrative and additional explanation of specific strengths regarding implementation experience. It is important to have the vendor articulate challenging scenarios and how they addressed these in addition to outlining their distinctive competence in certain areas.
Having similar size implementations but not specifically your industry should not be considered grounds for elimination of a vendor. Professional services implementation teams do experience turnover and you want a picture of the current team, their depth of experience and relatively fresh roll-out insight. Every vendor has the marquee deployment but things change over time and detailing a successful deployment from five or more years ago is not a good indication of current performance. A great professional services team will adjust and adapt their approach and toolset to meet all manner of challenges. The same is unlikely the case if they have little or no experience of global, multi-lingual deployments however or little or no experience in a highly regulated or validated software scenario. Experience truly counts here.
Hearing that the EQMS vendor will tailor implementation services to your specific project is reassuring on face value. It is also not nearly enough despite all roll-outs having a slightly (sometimes vastly) different signature. You will be looking for estimates for implementation services (a range) in the RFP response. This is another area where a pre-built tabulated response serves you well in comparison of multiple submittals but what you must satisfy is the need to know that an over-arching methodology is adhered to.
Expect a clear representation of the start to finish implementation methodology, ideally but not necessarily in diagrammatic form. You should require examples or excerpts from previous implementation plans that detail phases and elements of a roll-out project plan. This information will have no identifiable properties so as to be linked to an existing customer but enough to instill confidence and use as a basis for reference discussions.
Ask for examples (the actual artifacts) of tools used to support implementation and specifically training. Recorded materials and quick references as well as dedicated drop-in Web sessions. All these pieces, though not immediately transferable to your project illustrate that the process is well thought out and pre-existing work can be leveraged to accelerate and support your specific roll-out.
Provide the vendor with enough freedom to outline their approach and suggested resource balancing for different approaches but on your terms. Provide specific questions regarding your desired approach, e.g. phased modules by business unit. Invite suggestions based the information you have provided. There may be a successful blue-print they can offer out of the box. Mature vendors will offer everything from turn-key through workshop assisted configuration and train the trainer approaches. Likely there are many more shades in between too and discussion will lead you to the best blend ultimately.
Current immediate priorities and your own team’s level of resource will play a large part in the final shape of implementation but knowing the vendor you select has the broad range, documented success and demonstrated capabilities to deliver will give you the confidence of a successful outcome.
Ultimately an evaluation will involve multiple cross-functional team members and that your upstream efforts in the structure for capturing responses to the RFP helps everyone with comparison and evaluation. We also established the provision of room for the vendor to articulate their offering beyond your structure too but only once your core needs are satisfied. Emphasizing current implementations on current versions in the RFP will ensure neither party is evaluating based on outdated achievement. Finally, actual evidence of a proven methodology underpinning a vendor’s approach shows maturity and this in balance with a variety of options regarding roll-out strategy and resource will demonstrate your diligence in this element of the selection process.
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