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Ticketing Software Selection How to Make It Work

Ticketing Software Selection How to Make It Work. -- presented by – Steve Jacobson President and CEO Jacobson Consulting Applications, Inc. 575 Eighth Avenue, 21 st Floor New York, NY 10018 www.jcainc.com November 13, 2007. Why Do Ticketing and Other Database Projects Fail?.

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Ticketing Software Selection How to Make It Work

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  1. Ticketing Software SelectionHow to Make It Work -- presented by –Steve JacobsonPresident and CEOJacobson Consulting Applications, Inc.575 Eighth Avenue, 21st FloorNew York, NY 10018www.jcainc.comNovember 13, 2007

  2. Why Do Ticketing and Other Database Projects Fail? Because ALL technology projects are highly prone to failure News wire 2006: Big-Ten University abandons stalled Accounting software implementation after spending $26.4M. Legislative Audit Committee finds lack of planning and proper management at issue.

  3. Failure Defined 10% 30% 60% Late - Generally the least important factor, but lateness can damage the credibility of the process Over Budget - Over-budget projects detract from other priorities Does Not Work - Update your resume

  4. Contributing Factors to Failure • Insufficient User Input • Stakeholder Conflicts • Vague or Incomplete Requirements Business Factors Always Outweigh Technological Complexity

  5. More Contributing Factors to Failure • Unrealistic Cost and Schedule Estimation • Skills that Do Not Match the Job • Communication Breakdowns • Late Failure Warning Signals Failure to Plan Effectively

  6. Define Success “You got to be careful if you don't know where you're going, because you might not get there.” -- Yogi Berra

  7. Is a Selection Process Important? • Big investment, so worth doing right. • Identifying bumps or opportunities before implementation. • Building consensus, buy-in, and excitement among staff. • Avoid making choices based on shiny attractions in demo. • Can we really choose the wrong system?

  8. When a Selection Is Done Right… • You pick the right software for your organization. • Features that have real strategic benefit • Right price • You spend the right amount on implementation (no more, no less). • You build confidence among the board and among staff - put some goodwill in the bank before implementation.

  9. System Selection Steps • Planning • RFP Process • Implementation

  10. Planning • Define and document requirements • Assess the current system • Get sponsorship • Know your limits

  11. Define and Document Requirements • Create a detailed checklist of requirements • Segment by function or department • Be specific • Use as a basis for the RFP • Include wish list

  12. Assess the Current System • Know what you have and what you’d miss • All systems have some good features ?

  13. Get Sponsorship • Get support from management • Create consensus and “buy-in” • Generate enthusiasm !! • Allocate funds • Allocate staff time

  14. Know Your Limits • Assess your organization’s core strengths • Map out time requirements for all staff • Establish a realistic timeline; be aware of demands and conflicts • Engage outside help, if needed

  15. RFP Process • Determine appropriate vendors • Determine submission requirements • Allow three weeks for response: not more and not less !! • Make the RFP as clear and concise as possible

  16. RFP Components • Introduction • Describe who you are (mission) • Indicate any issues specific to your institution • List contact info and preferred method of contact

  17. RFP Components • Evaluation criteria • Requirements met / checklist • Cost • Quality of submission • Vendor references • Documentation, training, etc.

  18. RFP Components • Submission requirements • Vendor history, annual sales, finances • Vendor support policies • Training programs • Standard marketing literature • Documentation, sample reports, etc.

  19. RFP Components • Submission requirements (cont’d.) • Software modification policy • User groups/communities • Training programs • References • Costs

  20. RFP Components • Requirements overview • What are you trying to accomplish? • Outline the various functional areas within the department the software will serve • Give the vendors enough information to understand your business

  21. RFP Components • Work product • Critical reports • Interface files/formats • Ticketing system examples: • Cash-out reports, visitation reports, tickets, revenue by ticket type • Accounting examples: • Invoices, vendor profiles, expense forms

  22. Evaluation • Evaluate responses to RFP • Determine who will evaluate • Take a first pass to get an initial impression • Create an evaluation grid excluding costs • Narrow down the field to no more than four (4) vendors

  23. Evaluation • Vendor demonstrations • On-site or via web • Draft a demo script for all vendors to follow • Do NOT invite everyone to attend

  24. Evaluation • Vendor demonstrations (cont’d.) • Be firm: keep vendors on point and on schedule • Assemble group for debriefing as soon as possible • Complete the evaluation grid (again) • Maintain an issues list for “gap-fit”

  25. Due Diligence • Check references • Assess technical support capabilities • Check user groups/user base • Monitor Web listserv • Make on-site visits • Make vendor site visit

  26. Product Selection • Achieve consensus and buy-in • Do not eliminate the runner-up until a contract with the winner is imminent • Always inform and debrief the vendors who were not selected • Use the contract negotiations for leverage to get product enhancements • Get ready for the implementation !!

  27. Questions?

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