13. > CHANGE MANAGEMENT

A change management plan is essential to the successful implementation of any IT solution because no matter how good the system, the organisation will see no returns or benefits unless the users buy in to and use the system.

The change management plan should run parallel to the main project plan and include a communications plan, a training plan and script, as well as a variety of methods to assist users, such as user manuals and helpdesk plans. Emphasis should go first on ensuring users understand basic recordkeeping principles and the business classification scheme before training in the IT solution occurs.

Monitoring of usage should be built into the system to allow easy access to such information as how often the system is being used and where parts of the system may be under-utilised.

It is also useful at the completion of the project to hold a post-implementation review. The review can examine such things as what went well and what could be improved.