System Implementation Phases
• Coding (in Waterfall SDLC, not part of design stage)
• Testing (slide)
• Installation (4 types - slides)
• Documentation
• User Training
• User Support
• Implementation Challenges (Denver International Airport)
• System adoption
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Testing
• software
• hardware (network including)
• software:
• developers’ tests:
• inspection & walkthrough
• testing pieces & wholes
• debuggers
• user tests – alpha, beta
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Documentation
• system documentation:
• external (diagrams studied in the course)
• internal (embedded in code; “Hungarian at Microsoft)
• user documentation – how to use the system
• manuals, online tutors & knowledge bases, help faculties
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User Training & Support
• User training is critical for system adoptions and success
(e.g., groupware – need to be “domesticated”)
• Training in systems use and other computing & info management
issues
• Importance of knowledgeable colleagues (“communities of learning”)
• Support through Information Center
• Help desk
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Implementation Challenges: Denver International Airport Case
• DIA opened in Oct. 1995; designed to be largest U.S. airport
• Automated baggage handling system delayed opening for 16 months
and caused $2 billion spending over budget
• Players & project escalation
• System: computer-driven with mechanical parts, to route inbound and
outbound luggage with minimum human input and deliver luggage
information to airlines, airport clerks and passengers
•Technical difficulties
• Outcome: Project deescalated, 1 concourse partly automated,
2 redone in classical manner
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Implementation Challenges – Any System
• Securing resources for system development
(Challenge: “Pork Barrel” syndrome;
stretching budget between competing projects)
• Keeping agreement among stakeholder on goals of the system
(Challenge: “Not invented here” syndrome)
• Preserving key system requirements through development project
(Challenge: complicating requirements, dissipating attention
energy & resources)
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System adoption
• User’s interest (contribution to work & personal/group agenda)
• System characteristics (ease of use, reliability/trust in system)
• Management incentives (allocating time for training, stimulating
use)
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