Season 5/Episode 12: Avoid Costly Mistakes: 10 Questions for Choosing the Right System Integrator

[00:00:00] This episode right here might completely get me in the hot seat. When I first started this podcast,

[00:00:06] The Messy Mind, one of the most, actually it's the number one listen to episode and it was all

[00:00:14] about vetting system integrators. And I want to dive back into this crucial topic and have this

[00:00:24] special episode where I want to support you in how to ask the right questions when you are vetting

[00:00:34] your system integrators. We are now in a world where technology is the backbone of every single

[00:00:41] business and choosing the right system integrator can mean the difference between success and

[00:00:46] costly failures. I have been in the system implementation space since 1999 and I have seen

[00:00:54] those costly failures and today I want to draw the line in the sand and really support you

[00:01:03] in knowing and really exploring the questions that you need to ask to ensure you are making

[00:01:10] the right choice. It doesn't matter the size of the organization, many of them whether you're

[00:01:15] big or small have learned the hard way that not all system integrators are created equal.

[00:01:22] Millions of dollars are being wasted annually due to inadequate vetting processes and it's not

[00:01:29] just about the technical expertise, it's about finding a partner who understands your business,

[00:01:36] your goals and who can truly deliver a solution that aligns with your vision. So whether you

[00:01:43] are a CIO, a project manager, business owner, an employee working for someone who is embarking or

[00:01:50] already on a system transformation journey and you're looking to either again implement a new system,

[00:01:56] upgrading existing ones this episode is for you. Stay tuned as I uncover the secrets to

[00:02:04] selecting a system integrator that will not only meet but exceed your expectations

[00:02:11] and it first starts by asking the right questions. Let's dive in.

[00:02:21] Welcome to the Messy Mind podcast a show to support you in seeing that messiness can

[00:02:26] lead to your light bulb moments. I'm your host Tammy L Davis. When vetting system

[00:02:37] integrators your inquiry should not just probe their capabilities but also how they anticipate

[00:02:44] and respond to challenges. Grab your pencil, pen and notebook because I'm going to go through

[00:02:52] 10 questions you can ask to make sure that you're getting what you need and vetting your system

[00:02:59] integrator. Question number one, can you share examples of projects that face challenges

[00:03:06] and how did your team overcome them to ensure successful implementation? I love that question

[00:03:14] because throughout the years I have seen so many responses that just focus on the positive. All

[00:03:21] the great things that the system integrator did, how they can bring this and that to the table.

[00:03:27] However, I never see the answer to this question let alone it being asked. I want to know

[00:03:35] how you face the challenge. There is not one transformation project that has not faced challenges.

[00:03:42] Not only do I want to know what they were, give me examples but you should also want to know

[00:03:49] how the team overcame them to ensure successful implementation. Question number two,

[00:03:55] what measures do you have in place to prevent scope creep and ensure the project stays within

[00:04:02] budget and timeline? Question number three, how do you ensure that the team assigned to

[00:04:08] our project, your project has the necessary experience and expertise especially considering

[00:04:16] potential turnover. I'm going to be honest right now and I'm going to let you know

[00:04:21] that who is being proposed in that RFP response by that system integrator likely is not going

[00:04:30] to be the person who's going to be serving in that role when the project just starts.

[00:04:34] Again, question number three, how do they ensure that? How do you make sure? How does the system

[00:04:40] integrator team that's going to be assigned to make sure that they have the experience

[00:04:45] and the expertise considering turnover? Question number four, what steps will you take

[00:04:52] to thoroughly understand our specific business needs and goals before commencing the implementation?

[00:05:01] That's so key. And I'll pause there for dramatic effect because the number of times

[00:05:07] I've been in solution design sessions with the system integrator and the client says over and

[00:05:13] over again, I need you to understand our specific business needs. You didn't ask that question

[00:05:19] before they started configuration. Why are you asking the question in solution design? We're almost

[00:05:27] halfway to the point of your system transformation project by that time is too late

[00:05:34] and you're going to call that out now so again, question number four, what steps you want to know

[00:05:40] this answer right now? What is going to be their process to understand your specific business

[00:05:46] needs and goals before they even start the implementation? Question number five, can you provide

[00:05:53] a detailed breakdown of the project plan including milestones and key deliverables to help track

[00:06:00] the progress of the implementation effectively? Question number six, how do you handle communication

[00:06:08] throughout the project? What mechanisms are in place for addressing any concerns and issues

[00:06:16] promptly? Question number seven, what contingency plans do you have in place in case of unexpected

[00:06:23] challenges or changes in project requirements? There's going to be challenges, they're going

[00:06:30] to be changes regardless because you're going to have your project requirements but then as

[00:06:36] the system integrator is giving you information and showing you the capabilities of the software

[00:06:43] or the capabilities of the modules and systems that you're implementing, of course you're going

[00:06:48] to change your project requirements so what's going to be their contingency plan? Question number eight,

[00:06:54] are there any potential risks associated with the implementation and what mitigation strategies

[00:07:00] do you have in place? This transcends a risk register. This transcends some sort of mechanism

[00:07:08] that they're going to use to track risk. You want to know those risks now. That system integrator

[00:07:15] is coming with years of experience. They have had numerous implementations underneath their belt

[00:07:21] so they should be able to give you some level of potential insight on those risks associated

[00:07:28] with your implementation, your transformation project. Don't let them say well we don't

[00:07:33] yes they do have them list those risks along with the mitigation strategies. Question number nine,

[00:07:40] how transparent is your process and can we expect regular updates on the project statuses,

[00:07:48] challenges and success? This question is you wanting to know it all? You wanting to know it

[00:07:55] all early and what exactly is their plan to give you and provide you updates on again status,

[00:08:03] challenges and successes? And question number 10, can you share references from clients who have faced

[00:08:11] similar challenges to ours and have successfully implemented your software? What I want to know

[00:08:20] is can you give me a list of people that look like me potentially might have the same issues

[00:08:26] that I might potentially face? How did you handle breaking through? So it goes back to

[00:08:32] that question number one of sharing project examples and how they overcame them. You gave

[00:08:37] me examples but now I want to talk to the people that you listed in those examples.

[00:08:42] This actually might be the beginning of a series because that's just the project questions

[00:08:47] overall and there's 10 of them. I also break down questions as it relates to organizational

[00:08:55] change management, training, communications those are my sweet spot areas so this is just

[00:09:01] episode the first episode I just decided I made a decision because it's this important.

[00:09:07] I said that millions of dollars are being wasted and if you can just start with these 10

[00:09:12] questions to dive deep into a system integrator's expertise it really can be a pivotal turn to the

[00:09:19] success of your business transformation journey. Thank you for joining us this time on the

[00:09:29] Messy Mind podcast. Please visit our website at themessymindpod.com. Make sure to subscribe

[00:09:36] to the podcast so you'll never miss an episode. While you're at it, if you found value in

[00:09:42] this episode we'd appreciate a rating on Apple podcast or simply tell a friend about the show.

[00:09:49] Always remember to embrace the messiness it can lead to your light bulb moments.