Ventiv Technology

RISK MANAGEMENT SOFTWARE DEPLOYMENT: YOUR GUIDEBOOK TO SUCCESS 8 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. S.M.A.R.T.? OR NOT SO S.M.A.R.T.? 1. 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. 2. 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. 3. The 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. 4. The client required that the loss summary report consistently reports 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. 5. 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. 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:

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