Customer Management System

There are tons of systems out there trying to improve business processes of utility companies in general or electric companies in specific.

The key is still doing the re-engineering process well and the application system will just a tool to follow the processes. I put some of my thoughts about Electric Management System in this blog. Feel free to read and comment.

Monday, August 20, 2007

Communication Strategy in Implementing New System

Implementing a project as large as Customer Management System (CMS), communication becomes a key factor for its success. Thus COMPANY’s customers, suppliers and staff must understand that all the activities of the CMS are focused on achieving the continuity of COMPANY as a company, which is competent, stable and profitable.
To accomplish this, COMPANY staff, customers and suppliers need to be fully aware of the switch from the old systems to the new ones.

Considering the implementation of a new CMS, it is necessary to elaborate material for internal and external communication purposes. This material features some problems that could arise during the transitional change in the Company, as well as offering several solutions. Even though the proposed solutions do not cover the whole spectrum of the problems, these could be regarded as an initial impulse of inspiration.

COMPANY has determined to carry out a change of its internal structures. The implementation of any information system means significant changes in the whole organization or in certain organizational units. The CMS implementation is special because it addresses both internal and external changes. Internal changes refer to the organization’s staff and external changes are related to different types of COMPANY customers.

Basically, the CMS implementation is not free of distrust (internal and external). The reasons could be the following:

• Company’s staff has no information about the implementation of the system or has only limited information that is not enough for a proper understanding.
• Staff dislikes new technologies (this is related to job positions where people are not used to work with computers or where the use of computers is limited
• Customers have no information of what the strategy of the Company is, why the Company is implementing a new system and how this implementation is going to affect them.

Therefore, from the beginning of the implementation of the CMS, it is very important to do activities in order to overcome all these hurdles. The staff has to grasp what the expected changes are about. The most useful way to persuade them is communication, “We can desire and accept only what we understand“.

The staff has no information about “Why” or “Whom” are these changes for? How will the Company be in future? What organization structure will it have? What will be the philosophy of the Company? These are the reasons to create an effective communication plan, focused on an accurate transmission of information to managers and employees. Firstly, it is necessary to communicate the basic ideas of the project, inputs and outputs that are expected to be made straightforwardly and at the appropriate time.

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