Built to be Used

An implementation is delivered, the project closes, and the reports look acceptable. Two years later the benefit has not appeared and nobody can say exactly why. Part of the answer is that non-adoption is rarely refusal. It takes four recognisable forms, and only one of them is visible in a standard adoption report. Ceremonial use. … Read more

Most IT implementations that fail do not fail loudly. The software is delivered. The tests pass. The system goes live more or less on schedule, and the steering committee records a successful implementation and closes the project. Eighteen months later, the spreadsheet is back. The reports cannot be relied on. Somebody is proposing a project … Read more