The use of a consistent methodology is quintessential for the success of the project of the customer. A predictable and reliable methodology is also important for the service provider implementing the solution for the customer. This is especially true for CRM and ERP solution deployments, the duration of which can range from multiple months to multiple years depending on the scope of the implementation, and where the delivery team often comprises of multiple individuals, from the service provider to the customer. In these engagements, a methodology provides a unified taxonomy so that all the individuals work off the same sheet of music, so to speak.
Methodology can be defined as one of the following:
The methods, rules, and hypothesis employed by, and the theory behind a given discipline
The systematic study of the methods and processes applied within the discipline over time.
Methodology can also be described as a collection of theories, concepts, and processes pertaining to a specific discipline or field. Rather than just a compilation of methods, methodology refers to the scientific method and the rationale behind it, as well as the assumptions underlying the definitions and components of the method.
These definitions provide the constructs for architecting, designing, and building a methodology, including one that is attuned to the delivery of CRM and ERP business solutions. For CRM and ERP solutions, a viable methodology should provide the users the workflows and processes, and it should also provide a connection to the various disciplines and roles that are involved in the execution of the project with the methodology. It should provide flexibility with detailed guidance and assumptions for each of the activities, giving the users the ability to cater the methodology to the corresponding engagement by employing all or only relevant aspects of the methodology.
A sustainable approach provides more than just a set of processes for solution deployment. For the service provider, a viable methodology can provide:
End-to-end process flows for solution development and deployment, creating a repeatable process that facilitates excellence in execution
Ability to link shell and sample templates, reference architecture, and other similar documentation to key activities
A structure for creating an effective Knowledge Management (KM) system, facilitating easier harvesting, storing, retrieval, and reuse of content created by the field on customer engagements
Ability to develop a rational structure for the training of the consulting team members, including a ramp-up of new employees
Ability to align the quality assurance approach to the deployment process— important in organizations that use an independent QA process as oversight for consulting efforts
Ability to develop a structured estimation process for solution development and deployment
Creation of a structure for project scope control and management, and a process for early risk identification and mediation
For the customer, a viable methodology can provide:
Clear end-to-end process flows for solution development that can be followed by the customer's key users and Subject Matter Experts (SMEs) assigned to the project
Consistent terminology and taxonomy, especially where the SMEs may not have had prior experience with implementing systems of such magnitude, thus making it easier for everybody to be on the same page
Ability to develop a good Knowledge Management system to capture lessons learned for future projects/upgrades
Ability to develop a rational structure and documentation for end user training and new employee ramp-ups
Creation of a structure for ensuring that the project stays within scope, including a process for early risk identification and mediation
A methodology that includes the aspects and features noted above can prove beneficial to both the service provider and the customer. The benefits for the service providers include:
Better alignment of the consulting teams with the sales teams
A more scientific deal management and approval process that takes into account the potential risks
Better processes to facilitate the transfer of customer knowledge, ascertained during the sales cycle, to the solution delivery team
Ability to show the customer how the service provider has "done it before" and effectively establish trust that they can deliver the envisioned solution
Clear illustration of the business value of the solution to the customer
Ability to integrate multiple software packages into an overall solution for the customer
Ability to deliver the solution as originally envisioned within scope, on time, and within established budget
The benefits for the customers include:
Ability to understand and articulate the business value of the solution to all stakeholders in the organization
Ensuring that there is a clear solution blueprint established
Ensuring that the solution is delivered as originally envisioned within scope, on time, and within the established budget
Ensuring an overall solution that can integrate multiple software packages
In summary, a good methodology creates a better overall ecosystem for the organizations. The points noted here are just some of the benefits observed in organizations; as you leverage methodologies in your own organization, you may realize other benefits as well.