conference in Las Vegas recently concluded, and once again we at NetSuite
are grateful for the contributions our clients make to the show, and we are
energized by the ideas and passion that our customers bring to their
businesses. I met with many of our customers, and many potential customers, and
I learned from all of you.
Abigail Walker from Bullhorn, the recruitment and staffing
software and services provider, led one of the sessions, along with Larry
Goldberg of NetSuite, on how to leverage professional
services automation (PSA) to address the challenges of a growing
professional services team. One question from the audience addressed the issue
of getting a team to use a new PSA tool, commonly referred to as adoption.
group discussed multiple options for encouraging adoption of a new tool. There
were “carrot” methods:
KPIs on adoption part of a consultant’s MBO (management by objectives) goals
bonuses for keeping data updated on a weekly basis
there were “stick” methods:
fines for every late timesheet
of Shame” for those who don’t input data
to management for non-compliance
favorite angle on this discussion was the following: Make adoption a critical
part of your software deployment, with its own project plan, and execute it in
lockstep with the deployment. This helps ensure success in a couple of ways:
it gives visibility to adoption challenges. Adoption is no longer an
afterthought, but has its own deliverables and metrics just like QA testing or
user acceptance testing (UAT).
adoption becomes someone’s deliverable. It is no longer expected to just
happen—an assigned resource is on the hook for ensuring that adoption metrics
you have adoption goals that extend beyond the deployment phase, so adoption is
not viewed as an event but as a process.
ideal approach to ensure adoption of a new PSA solution
might be a combination of carrots, sticks, and adoption planning and metrics.
But it is important to acknowledge adoption as part of the process, and not
something that just happens on its own.
Ed Marshall - General Manager, Professional