Implementation Success Management

Introduction and SA Project Journey

• What is Implementation Success Management
• The role of an Implementation Success Manager
• ISM and the sales cycle
• Key structures of a project: scope, timeline, cost, and team
• Project phases
• Kick-off process
• Go-live process
• QA and Testing in a Project
• Involving Customers in the Journey

Project Implementation

• Communication rituals to be followed: steering committee
• Alignment of roles and responsibilities
• Time management
• Change management
• Situations to avoid

Tools and Frameworks

• RACI matrix
• Project risks & BRD + Follow-up list
• Pre-go-live checklist
• Project learnings document

Conclusion and Review

• Main responsibilities of the SA as ISM
• Case example: Beautycounter implementation