Implementation of mid and large size projects should always start with
pilot- or test phases. The optimal people to test the
new procedure or system are usually internal or external key customers:
opinion leaders or reference groups. Once they are
convinced of the benefits the mainstream trusting them will follow easily.
However, the importance of pilots tends to be underestimated by staff;
because of other day-to-day work or because in the short-term doing
less testing reduces work. However, adjustments costs in later stages
- when many customers are involved - can have a significant negative
impact on the project success. Therefore project managers should emphasize
on how important it is to understand relevant improvements early enough.
If possible, another approach to make sure the system works is to let
senior managers and project managers themselves use the system or follow
the procedure: you understand customer needs best if you are your own
customer.
After the pilots the overall implementation follows.
This is normally the most intensive phase of the project: intangible
plans become real processes and systems. For project managers the
most important part is communication. The main target:
buy-in by involved staff. Project managers must therefore organise
workshops, customer meetings, regular updates to the steering committee
and make sure key senior managers are involved in order to provide
the necessary weight to the project.
Another project managers’ key role is to provide full support. For large size projects within big corporations it is absolutely necessary to set up a professional local and/or overall helpdesk redirecting incoming requests to functional or technical experts providing. The project manager must organise this type of coordination and make sure helpdesks are well trained to answer customer questions efficiently.
During implementation a project manager often provides “diplomatic services” between senior managers asking too much and employees not working fast enough. This normally requires soft-skills to understand which party to defend in which respect. The focus should always lie in finding the best solution.
