Project Objectives Vs. Critical Success Factors
An often neglected or misunderstood consideration in project Implementation, especially in Telecom Expense Management (TEM), is the identification of Critical Success Factors. Critical success factors are often confused with project objectives that if met, define success; if the project is on time, it is successful; if operating expenses are successfully reduced by 20%, the project is deemed successful and so forth. Alternately, critical success factors are criteria identified as a project deliverable, that when included, improve the likelihood you will meet the project objectives.
Which brings me to a TEM implementation...
My experience with post-implementation TEM support has provided me with insight into how organizations have been both successful in integrating the tool and why many have struggled post-implementation. I have traced success back to the presence of two critical success factors that are accounted for during the implementation phase.
Organizations that go through the exercise of integrating and reengineering business processes, during TEM deployment, often report good-to-excellent post implementation. This includes initiating detailed process mapping and proficient policy review. All the training in the world will not compensate for inefficiencies that result from inconclusive or missing processes. TEM is a powerful tool when properly integrated.
The most important success factor in any TEM implementation is the identification of the appointed TEM administrator who will remain accountable throughout the TEM operations process during the post-implementation phase. TEM can significantly reduce time on tasks such as, inventory management, invoice processing & verification, billing errors, employee movement, audit resolution, and so forth. However, in order to maintain ongoing value and effective use of the system, you are best served by employing an excellent administrator to adhere to the care and nourishment of the TEM system. No matter how you position it, company executives will not be pulling their own reports! If this skillset is not readily available in your organization, you may want to discuss a tier 2 (partially managed services) or tier 3 (fully managed service) engagement with your TEM provider, at least until you can fill the position…
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