Workforce Asset Management Book of Knowledge

CHAPTER TWENTY-ONE

Implementation of the Workforce Management System

IN THIS CHAPTER, IMPLEMENTATION IS explained as a process that relies on carefully executing previous project activities. If the project followed the system's development life cycle, the analysis and design phases are complete and the implementation is ready to proceed. This chapter describes the two major subphases, construction and delivery, and related documentation to support implementation activities. The construction phase is a review of the activities in prior phases as one final check to make sure all the necessary work is completed. System delivery releases the new system to its awaiting new user community. Projects conclude with documenting lessons learned to add to the historical records for future workforce management (WFM) upgrades and implementations. The steps and documentation described in this chapter will help support a successful WFM implementation and provide a good end-user experience.

Learning Objectives

By the end of Chapter 21, you should be able to:

• Understand why following a consistent, ordered implementation structure can lead to better adoption and support.
• Recognize the gravity and impact of implementing a new WFM system and why proper procedures should be followed.
• Identify the two subphases of implementation—construction and delivery—and be able to think through WFM design and deployment dependencies.
• Define the primary activity that occurs in each subphase.
• Describe the common ...