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Risk Management Software Deployment Your Guidebook to Success
S.M.A.R.T.? Or not so S.M.A.R.T.?
So, what's the best way to determine a project's CSFs? For our RMIS implementations, we evaluate proposed success factors against the S.M.A.R.T. criteria. We adopt a
CSF only if we determine it is Specific, Measurable, Achievable, Realistic and Time-bound.
A few examples:
The client required the system to generate reports without manual
intervention. Moreover, the new reports had to match the current manual
reporting template exactly. And, the new reports had to be delivered by the
end of the third quarter.
This is S.M.A.R.T. and was adopted as a CSF.
The client required the claim form to be sent automatically to the
carrier within exactly two days of the claim being reported. The reason? The
government required the claim in a specific format; if it missed the
timeframe, the client would be fined $1,000 a day.
This is S.M.A.R.T. and was adopted as a CSF.
A client proposed a project goal that "every module be delivered on time
and budget."
This is close, but not S.M.A.R.T. enough; it was too vague and too
difficult to measure.
A client required that the loss summary report consistently report
data from TPAs on a monthly basis with an error percentage no greater than
.001%.
This is S.M.A.R.T. and was adopted as a CSF.
The client wanted the RMIS to develop seven custom reports that
provided what-if scenarios by September 30 so that their actuaries
could review the results and meet the client's December 1 insurance renewal
deadline.
This is S.M.A.R.T. and was adopted as a CSF.
Stand and deliver
In developing success factors, it is vitally important that all team members
actively collaborate and participate in meetings and decisions. If the project
succeeds, the team succeeds. The same holds true if the project falls short.
Getting the teams to think about end goals requires both sides to go through the
discipline of considering question after question, developing the CSFs and then
using them as the actionable, measurable toolset they're meant to be.
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