Here are the concrete strategies that replace hope with execution. No fluff, no excuses:
1. Mandate «No Surprises» Dry Runs
- Action: Run a full dress rehearsal of cutover and Day 1 operations—with .
- How: Simulate a failed data load, missing reports, and system slowdowns. Force them to resolve issues without IT holding their hands.
- Outcome: Exposes gaps in process knowledge, escalation paths, and decision-making. If they can’t handle the simulation, they won’t handle the real thing.
2. Assign «Ownership Zones»
- Action: Map every critical business process to a single owner (e.g., «Order-to-Cash» = Jane in Finance). Their job isn’t just to test — it’s to sign off that the process works and that their team knows how to operate it under stress.
- Rule: No sign-off? No go-live. Period.
3. Implement the «Two-Hat Rule»
- Action: Every SME must assign a backup () who shadows them through testing, cutover, and hypercare.
- Why: Prevents single points of failure. If your SME quits or gets hit by a bus, the project doesn’t collapse.
4.
- Action: Before UAT, gather the team and ask: «It’s Day 3 post-go-live, and we’re in chaos. What went wrong?» Document every hypothetical failure.
- Output: A risk register with specific mitigation plans (e.g., «If invoicing fails, we switch to manual templates and log issues here»).
5. Daily «Stress Test» Standups
- Action: Starting 30 days pre-go-live, run 15-minute standups focused on one question: «What’s the , and who owns fixing it?»
- Non-Negotiable: No vague answers. Only actionable items with names and deadlines.
6. AI-Powered Self-Support
- Action: Deploy trained on your ERP’s quirks. Business users must prove they can resolve 80% of common issues without escalating.
- Metric: Track reduction in helpdesk tickets during UAT. If it’s not dropping, training is failing.
7. The «Red Team» Exercise
- Action: Assign a group to actively try to break the system—with business users defending it.
- Example: «Sales team, the pricing engine is down. How do you process orders?» Their solution becomes the official workaround.
8. Go-Live «Battle Boxes»
- Action: Pre-pack physical or digital kits for each team with:
- Manual process backups (e.g., Excel templates for order entry).
- Contact trees (who to call for what, 24⁄7).
- Pre-written comms for customers/vendors if systems fail.
- Rule: If the kit isn’t ready, the team isn’t ready.
9. Hypercare «Fire Drills»
- Action: Randomly pull users into war rooms during UAT and throw real-world problems at them (e.g., «A customer can’t place an order. Fix it in 10 minutes.»).
- Pass/Fail: If they can’t resolve it, they’re not certified for go-live.
10. C‑Suite «Pain Contracts»
- Action: Make executives sign a document outlining:
- What they’ll do if the project slips (e.g., delay bonuses, reallocate resources).
- How they’ll support teams during hypercare (e.g., no non-ERP meetings for 30 days post-go-live).
- Why: Aligns incentives. No more «Hope IT fixes it» mentality.
Bottom Line: Hope dies when you replace it with . If you’re not doing these, you’re gambling with your timeline, budget, and reputation. Pick one and start today. Which will it be?
How do you balance accountability with team morale when enforcing these strategies?