Alan Pelz-Sharpe

Choosing the Right Partner for Your ECM Project

Who Is This Guy? Information management analyst and consultant for over 20 years Written over 200 papers, reports and articles Advised dozens of global firms including The Hartford, FedEx, Target, Shell,

BP, Government Departments in the US, Canada, UK, Australia, Hong Kong & Singapore

Regularly quoted in IT press (aka opinionated big mouth) VP & MD for VOCalis at Digital Clarity Group

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About

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Digital Clarity Group is an award-winning analyst and consulting firm that helps organizations navigate the new world emerging from digital disruption. We work with business leaders who aim to transform the experience they deliver to customers, prospects, and employees. We deliver insight, research, and services focused on the content, technologies, and practices that enable world-class experiences. http://digitalclaritygroup.com | @just_clarity | New York, NY USA

What Is a Service Provider? Service Providers are called many things – consultants,

SI’s, digital agencies, etc. But they all provide the people skills and services to deliver

on your project needs.

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You have to be a good partner to get a good partner

Helpful Hints

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Do You Need One?

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Strategy Design & Execution

Change Management

Implementation & Development

Do You Need One?

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Strategy Design & Execution

Change Management

Implementation & Development

Management Consultants

Digital Agencies

Systems Integrators

Where the Money Goes

25%

45%

30%

Technology Licenses Technical Integration, Implementation &Development

Change Management & Strategy

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Typical Project Problems Under budgeting Unrealistic timelines Wrong service provider Poor project team skills Poor project management skills Wandering scope of work Integration and migration complexity Poor or no change management Poor or inadequate project communication

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Sometimes all of the above

Good versus Bad Service Provider

😘😘😍😍😀😀 Honest and upfront about real costs Open about their strengths and

limitations Prepared to educate and train Strong project management skills Prepared to lead where necessary

😈😈😡😡😀😀 Under bid Promise the world Use your lack of knowledge as a tool

against you Vague about progress tracking Happy to follow you down whichever

path you chose

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Assess Project Success Manage

strategy & stakeholders

Clear objectives

Well defined business case

Alignment of major stakeholders

Clear SOW with vendors and

partners

Executive support

Master technology &

content

Standardized, proven technology

Stakeholder involvement to shape solutions

Build team & capabilities

Experienced PM

Qualified and motivated project

team

Sustainable mix of internal and

external resources

Excel at PM practices

Reliable estimates and project plans

Transparency

Communication

Proven methodology and

tools

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Top Tip 1 At Digital Clarity Group, we believe that discussions with past or existing clients are imperative. Reference clients are the only reliable source of insight into how the service provider performs ‘in the wild.’

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Top Tip 2 Has this service provider proven its capacity to empathize with the challenges faced by our organization, given its process, communication, and change-control approaches?

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Top Tip 3 Can the service provider co-pilot the project through the organizational changes necessary to gain buy-in and meet stakeholder expectations?

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Top Tip 4 Are we comfortable that the service provider will help us to establish a clear path forward? If we are inclined to stray, will it help to steer back, as appropriate?

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Top Tip 5 Can the service provider field a team that will be appropriate in both size and skill level?

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Top Tip 6 Is the service provider willing to train and educate our team to ensure our ability to be self-sufficient, as appropriate?

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Top Tip 7 Will the service provider structure the project or program in a way that will both mitigate risk and maximize benefits for both parties?

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Summary Select a service provider(s) with as much care and diligence as you

would the technology, if not more so Interview them in person Ensure the folks you interview are the folks you will be working with Check relevant references Be honest about your budget and expectations Be as detailed as possible about your requirements Be clear on boundaries

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The ugly truth

There are literally thousands of service providers to chose from.

The biggest are not always the best – or certainly not the best at everything or for what you need.

Different firms have different strengths and weaknesses.

Some firms are easy to work with, others are difficult.

Some firms consistently do poor quality work!

Project failure in 2016 is seldom about the technology.

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Finding the right fit partner is not a one person job. It’s everyone’s job.

Help! We would love to know ‘in confidence’ about your project

experiences Fill in the digital survey at:

– http://surveys.digitalclaritygroup.com/s3/98381414cbfb

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Questions?

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