Conclusion

This case study is intended to paint an overall picture of the USER Project approach to implementing new systems. More importantly, this discussion has hopefully illustrated that successful implementation involves anticipating and managing the numerous changes associated with a new application - changes in business routines, work roles, even an organization’s work culture.

There are definite costs to employing this approach, but a review of the Initiative and the USER Project concluded that,

“[the USER Project’s] planned response to technological change has fostered a positive cultural shift across the UW community, whereby change is not merely accepted as a necessity but is embraced as an opportunity to move forward positively. This team spirit is pervasive and continues to thrive, and it is important that UW leadership support and nurture this environment.”

- UIF Review of USER HR & Payroll -- Report

The HR and Payroll Initiative Website

ABOUT THE AUTHOR

Juliette Dong Yamane served as a team facilitator for the USER Project from 2000 to 2002. A graduate of Harvard University and the University of WA Business School, her expertise is in management and team facilitation in government and non-profit organizations. She wrote this article in April 2003.