1. INFS 6225 Object Oriented Systems Analysis & Design Chapter 14: Installation & Operations

2. Installation Activities needed to install the system & convert the organization to using itActivities needed to install the system & convert the organization to using it 3 Step Process (Lewin, 1947)3 Step Process (Lewin, 1947) 1. Unfreeze - remove users’ attachment to “As-Is” system 2. Move - migrate to new system (Migration Plan) –Technical Migration –Organizational Migration 3. Refreeze - make new system habitual with users

3. Conversion 3 Major Steps:3 Major Steps: 1. Install Hardware 2. Install Software 3. Convert Data Conversion StyleConversion Style –Direct - new system instantly replaces old –Parallel - new & old systems used simultaneously What are pros/cons of each conversion style?

4. Conversions (continued) Conversion LocationConversion Location –Pilot - one or more locs selected as test –Phased - locs converted in phases –Simultaneous - all locs converted at same time Conversion ModulesConversion Modules –Whole System - entire system installed at one time (most common) –Modular - system modules installed one at a time

5. Selecting Conversion Strategy

6. Change Management 3 Roles:3 Roles: 1. Sponsor - wants change 2. Change Agent - leads change 3. Potential Adopter - target of change Ready Adopters (20% - 30%)Ready Adopters (20% - 30%) Resistant Adopters (20% - 30%)Resistant Adopters (20% - 30%) Reluctant Adopters (40% - 60%)Reluctant Adopters (40% - 60%) “All change is made by individuals, not organizations.”“All change is made by individuals, not organizations.”

7. Resistance to Change People change when benefits of change outweigh costsPeople change when benefits of change outweigh costs Who determines benefits/costs?Who determines benefits/costs? Are User’s benefits/costs sometimes in conflict with the Organization’s benefits/costs? Example?Are User’s benefits/costs sometimes in conflict with the Organization’s benefits/costs? Example?

8. Motivate Change Management PoliciesManagement Policies –SOPs - define how processes are performed (formal & informal) –Measurements/Rewards –Resource Allocation Adoption StrategiesAdoption Strategies –Informational convince users that change is for the betterconvince users that change is for the better works best when benefits outweigh costsworks best when benefits outweigh costs –Political organizational power used to motivate (coerce?) usersorganizational power used to motivate (coerce?) users used best when costs outweigh benefitsused best when costs outweigh benefits

9. Training Providing skills needed to adopt changeProviding skills needed to adopt change Most commonly overlooked part of processMost commonly overlooked part of process Training should focus on what user needs to do, not what system can doTraining should focus on what user needs to do, not what system can do Approaches:Approaches: –Classroom - most common –One-On-One –CBT - training via CD or web (eLearning) What are pros/cons of each training technique?

10. Post-Implementation Activities Goal is to institutionalize use of new systemGoal is to institutionalize use of new system –System Support On-line support (Help Desk)On-line support (Help Desk) –Level 1 - support staff with broad PC skills –Level 2 - support staff who provide expert advice that is application-specific Support issues beyond Level 2 become Change Requests:Support issues beyond Level 2 become Change Requests: –Software bugs –Enhancements/changes from users or management –Integration changes (e.g., change to related system) –Infrastructure changes (e.g., network change)

11. Project Assessment Goal is to understand what was successful & what needs to be improvedGoal is to understand what was successful & what needs to be improved 2 Primary Parts:2 Primary Parts: 1. Project Team Review - how project team carried out activities (what worked, what didn’t) 2. System Review - were proposed benefits of new system actually realized?