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What to expect when you are expecting… a Kronos implementation

March 18, 2015

Here’s a very useful article by Gabriel Cosmin Gheorghiu from LinkedIn, 13 Things a Customer Can Do to Avoid an ERP Implementation Failure. Gabriel added a postscript to his article from a comment by David J (Joe) Armstrong, Principal at Inventory Curve, LLC:

“You, as the customer, have to accept ownership of the system. If you are passive, sit on the sidelines, and expect that the vendor is responsible for making your system work for you, you are likely headed for a less that satisfying implementation.”

val_400x400Mr. Armstrong’s point is right on, and is a nice lead in to today’s guest post by Valerie Welland, Customer Experience Specialist at Kronos. Valerie works with our customers every day as a human face to our “Voice of the Customer” program. Val hears directly from customers about their Kronos experience, so she’s not just making stuff up like I do. She’s also working the guest blogger thing, and this is her 6th post! Thanks, Val!

By Valerie Welland

to doDo you make “to-do” lists? For me, not a weekend goes by without a trusty “to-do” or “honey-do” list. It keeps me organized and on track, otherwise to be honest, I would spend the weekend on the couch watching a Golden Girl marathon.

My lists, reminded me of feedback I recently read in our Customer Experience survey. A customer stated they didn’t realize the work involved (on their end) with their implementation. They had never worked on a software implementation and it was an eye opener for them.

For Kronos, setting appropriate customer expectations is standard practice, but as this case illustrates, it’s critical our customers truly understand the scope of what their project “to-do’s” will be. Here are 6 “to-do” tips to help achieve a successful workforce management implementation:

  1. Put together a solid project team consisting of an Executive Sponsor, a Project Manager, and subject matter experts (Payroll, HR, and IT staff are recommended and may expand depending on products deployed).
  2. Attend required training and project meetings for project planning and updates, assessment and design, test and rollout planning, etc.
  3. Communicate what you want to achieve – your goals and success criteria.
  4. Gather your business rules and policies, and define any changes you want.
  5. Testing, Testing, Testing…
  6. Ask questions, lots of questions, so you are sure you understand the effort/steps that will be needed for success!

This is just one example of how our “Voice of the Customer” program helps us understand what we do well, and what we can do better. This partnership and feedback is essential to our success. And you thought those “honey-do” lists were just for weekends!

One Comment leave one →
  1. Valerie permalink
    March 18, 2015 11:28 am

    Thanks Leo! Almost done with detailing your car…..

    Like

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