Process Is the Key To Technology Project Success

Documented, Consistent Business Processes Cut Implementation Time

by John Ragsdale
Sponsored by Customer Service Delivery Platform (CSDP)

THE IMPORTANCE OF BUSINES PROCESS MANAGMENT

Companies spend months, even years, creating the ideal request for proposal (RFP) to identify ―best fit‖ technology for a new project, including exhaustive laundry lists of features—many of which are included in every product on the market—thinking if they identify the most functionally rich product, their likelihood of long-term success is higher.

Wrong. After many years of close involvement with technology projects, TSIA Research now recognizes that the most common reasons for project failure have little to do with the technology itself, and more to do with the company’s business processes. This report will discuss common problems that thwart project success in hopes that TSIA members planning to bring in new service and support tools will spend time up front on process refinement before launching a technology search. To begin, here are three hard-learned truths regarding process and technology.

Download the white paper below to read more.