Having a predictable and reliable methodology is important for both the service provider (the implementer) and the users of the solution (the customer). This is especially true for ERP/CRM solution deployment, which can happen at intervals of anywhere from a couple of months to a couple of years, and the implementation team often comprises multiple individuals from the service provider and the customer. Therefore, it is very important that all the individuals are working off the same sheet of music, so to speak.
Methodology can be defined as:
The methods, rules, and hypothesis employed by, and the theory behind a given discipline
or
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.
The definitions we just saw are particularly relevant to the design/architecture of a methodology for ERP/CRM and business solutions. For these solutions, the methodology should not just provide the processes, but it should also provide a connection to the various disciplines and roles that are involved in the execution of the methodology. It should provide detailed guidance and assumptions for each of the components, so that the consumers of the methodology can discern to what extent they will need to employ all or certain aspects of it on a given engagement.
As such, a solid 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 leading to 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 training of the consulting team members, including 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-up
Creation of a structure for ensuring that the project stays within scope, including a process for early risk identification and mediation
In addition to the points listed here, having a "full lifecycle methodology" provides additional benefits in the sales-to-implementation continuum.
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
Clearly illustrating 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 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 in the earlier lists are an indication of some of the ways that the benefits are manifested; as you leverage methodologies in your own organization, you may realize other benefits as well.