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Ch14

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蕭美蓮
蕭美蓮

This document discusses various topics related to system installation and post-installation processes. It covers conversion strategies and change management techniques for implementing a new system. It also addresses cultural issues, training methods, and post-implementation activities like system support and maintenance.

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Chapter 14: Installation
Objectives Be familiar with the system installation process. Understand different types of conversion strategies and when to use them. Understand several techniques for managing change. Be familiar with post-installation processes.
Installation & Operations Managing the change to a new system is one of the most difficult tasks in any organization Conversion planning normally begins while the programmers are still coding Change management focuses on people Maintenance can account for 80% of IS budget
Implementing Change As-Is System To-Be System Transition Unfreeze Analysis & Design Move Technical Conversion Change Management Refreeze Support & Maintenance
CULTURAL ISSUES AND INFORMATION TECHNOLOGY
Cultural Issues Power distance Uncertainty-avoidance Individualism vs. collectivism Masculinity vs. femininity Long vs. short-term orientation
CONVERSION
Conversion Conversion is the technical process by which a new system replaces an old system Three major steps to a conversion plan Acquire and install needed hardware Install software Convert data Three dimensions to a conversion plan Conversion style Conversion location Conversion modules
Conversion Strategies
Selecting Conversion Strategies Risk, cost, and time: choose any two Risk Even after testing, bugs may exist Cost Redundant resources for transitions can be pricey Time Slow and safe or fast and risky?
Elements of Migration Plans
CHANGE MANAGEMENT
Change Management The process of helping people adopt & adapt to the to-be system and its accompanying work processes without undue stress Key roles Sponsor Change agent Potential adopters “ Build it and they will come” doesn’t work!
Resistance to Change What is good for the organization is often not good for the people in it People perform their own personal cost-benefit analysis Most will overestimate costs and underestimate benefits Must take into account the transition process cost Perceived costs and benefits determine attitude
Costs & Benefits of Change
Revising Management Policies Management policies Provide goals Define how work processes should be performed Determine how people are rewarded No computer system will be successfully adopted unless management policies support its adoption
Work Process Structuring Tools Standard Operating Procedures SOPs must be revised to match the to-be system Measurements and Rewards Adapt to motivate desired (acceptance) behavior Resource Allocation Direct effect is the actual reallocation of resources Symbolic effect shows that management is serious about the new system
Assessing Costs & Benefits Two perspectives: organizational & adopters’ Consider the effects on both end-users, and their middle managers Goal is to persuade opponents to go along Significant management changes may be required to prevent grassroots derailing efforts The success of the organization may actually hinder willingness to adopt a new system “ Why fix it if it ain’t broke?”
Motivating Adoption Provide clear and convincing evidence of the need for change Two basic strategies to motivate adoption Informational strategy Political strategy Change management goal is to support and encourage the ready adopters and help them win over the reluctant adopters
Organizational Attitudes
Training Adoption is enabled by providing the skills needed to adopt the change Training should not focus on using the system Training should focus on helping the users accomplish their jobs Classroom training is most common, but others are better for specific situations
Selecting Training Methods Classroom Training One-on-One Training Computer Based Training Cost to develop Medium Low-Medium High Cost to deliver Medium High Low Impact Medium-High High Low-Medium Reach Medium Low High
POST-IMPLEMENTATION ACTIVITIES
System Support The Operations Group is responsible for running the system post-installation Types of system support On-demand training Online support Help desk Level I support should satisfy 80% of problems Level II support staff address the remaining problems after a Problem Report is filled out by level I
Elements of a Problem Report Time and date of the report Contact information for support person taking the report Contact information of the person who reported the problem Software and/or hardware causing problem Location of the problem Description of the problem Action taken Disposition (problem fixed or forwarded to system maintenance)
System Maintenance The process of refining the system to make sure it continues to meet business needs More expensive than initial development Change requests are smaller versions of a system request
Processing a Change Request
Summary Cultural Issues and Information Technology Conversion Change Management Post-implementation Activities

More Related Content

Ch14

  • 2. Objectives Be familiar with the system installation process. Understand different types of conversion strategies and when to use them. Understand several techniques for managing change. Be familiar with post-installation processes.
  • 3. Installation & Operations Managing the change to a new system is one of the most difficult tasks in any organization Conversion planning normally begins while the programmers are still coding Change management focuses on people Maintenance can account for 80% of IS budget
  • 4. Implementing Change As-Is System To-Be System Transition Unfreeze Analysis & Design Move Technical Conversion Change Management Refreeze Support & Maintenance
  • 5. CULTURAL ISSUES AND INFORMATION TECHNOLOGY
  • 6. Cultural Issues Power distance Uncertainty-avoidance Individualism vs. collectivism Masculinity vs. femininity Long vs. short-term orientation
  • 8. Conversion Conversion is the technical process by which a new system replaces an old system Three major steps to a conversion plan Acquire and install needed hardware Install software Convert data Three dimensions to a conversion plan Conversion style Conversion location Conversion modules
  • 10. Selecting Conversion Strategies Risk, cost, and time: choose any two Risk Even after testing, bugs may exist Cost Redundant resources for transitions can be pricey Time Slow and safe or fast and risky?
  • 13. Change Management The process of helping people adopt & adapt to the to-be system and its accompanying work processes without undue stress Key roles Sponsor Change agent Potential adopters “ Build it and they will come” doesn’t work!
  • 14. Resistance to Change What is good for the organization is often not good for the people in it People perform their own personal cost-benefit analysis Most will overestimate costs and underestimate benefits Must take into account the transition process cost Perceived costs and benefits determine attitude
  • 15. Costs & Benefits of Change
  • 16. Revising Management Policies Management policies Provide goals Define how work processes should be performed Determine how people are rewarded No computer system will be successfully adopted unless management policies support its adoption
  • 17. Work Process Structuring Tools Standard Operating Procedures SOPs must be revised to match the to-be system Measurements and Rewards Adapt to motivate desired (acceptance) behavior Resource Allocation Direct effect is the actual reallocation of resources Symbolic effect shows that management is serious about the new system
  • 18. Assessing Costs & Benefits Two perspectives: organizational & adopters’ Consider the effects on both end-users, and their middle managers Goal is to persuade opponents to go along Significant management changes may be required to prevent grassroots derailing efforts The success of the organization may actually hinder willingness to adopt a new system “ Why fix it if it ain’t broke?”
  • 19. Motivating Adoption Provide clear and convincing evidence of the need for change Two basic strategies to motivate adoption Informational strategy Political strategy Change management goal is to support and encourage the ready adopters and help them win over the reluctant adopters
  • 21. Training Adoption is enabled by providing the skills needed to adopt the change Training should not focus on using the system Training should focus on helping the users accomplish their jobs Classroom training is most common, but others are better for specific situations
  • 22. Selecting Training Methods Classroom Training One-on-One Training Computer Based Training Cost to develop Medium Low-Medium High Cost to deliver Medium High Low Impact Medium-High High Low-Medium Reach Medium Low High
  • 24. System Support The Operations Group is responsible for running the system post-installation Types of system support On-demand training Online support Help desk Level I support should satisfy 80% of problems Level II support staff address the remaining problems after a Problem Report is filled out by level I
  • 25. Elements of a Problem Report Time and date of the report Contact information for support person taking the report Contact information of the person who reported the problem Software and/or hardware causing problem Location of the problem Description of the problem Action taken Disposition (problem fixed or forwarded to system maintenance)
  • 26. System Maintenance The process of refining the system to make sure it continues to meet business needs More expensive than initial development Change requests are smaller versions of a system request
  • 28. Summary Cultural Issues and Information Technology Conversion Change Management Post-implementation Activities