A key assumption made on several packaged software implementations is that if the executive management selects Commercial Off The Shelf (COTS) software, then the organization would adopt the executive's intentions. When executive management selects packaged software, they are making the following statement:
A custom software solution is not strategic for the organization.
It is interesting to note that the above statement is not publicly reiterated throughout the life of the implementation project. It's like a little secret that is implied but hardly repeated. Unfortunately, the key business process owners and other stakeholders do not always respond to "trickle down" acceptance. Their expectation is based on their past software experience, which is usually getting what they want without any questions asked. Packaged software makes for an expensive custom solution. If the project team does not reset existing business software expectations, then it will...