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8 Tips for Improving SLM & IWMS Implementations SLM / IWMS Leading Practice: Tip 8 How quickly can we end the project and get the consultants out the door? Why should we pay for an extended period of post implementation support? Most clients are not prepared for what happens in the days and weeks after go-live, and even fewer have the in-house capabilities to support the volume of questions, change requests and on-going training needs that most companies require. Getting this part wrong is not an option. You're at the most critical part of the journey and on the edge of the precipice. What you do now will make or break system adoption, and potentially your job, so saving a few dollars here is not wise. The level of change management you've done during the project will have a big impact at this stage of the implementation. If done right, the frequent user community communica- tions you've conducted – project newsletters, brown bags, lunch and learns, etc. – will pay dividends. That said, all the communication in the world will not fully prepare the users of the new system for the reality of the change, or help them climb up the change curve to acceptance and institutionalization of the new way of doing things. You need to quickly identify, triage and remedy issues to keep confidence in the system high. Don't be surprised if you need to conduct impromptu and organized re-training. Start The Getaway Car The End is Really the Beginning • Have critical mass ready to go at go-live. Resist the tendency to scale back. Keep an 'all hands on deck' mentality through post go-live until users are more comfortable with the new system. • Set the expectation that there WILL BE issues no matter how well the implementation went. Don't panic, and make sure you have the proper processes in place to identify, diagnose and fix issues rapidly. • Realize that new requirements and system enhancements will emerge, and quickly. This is a positive sign because users are starting to understand the system's capabilities and want to extend its reach to meet new business challenges. Make sure you have an enhancement request process in place. Resist changing the system until users have more time to get used to the technology and new way of doing business. • Set up training rooms or labs where resources can come to ask questions and get hands-on coaching and training. • Closely monitor system performance as more data is added to the system and more people are using it. Poor system performance erodes confidence and gives people an excuse for going back to the old way of doing things.

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