The Implementation Aspects Of Digital Innovations

Published Date: 02 Nov 2017

The purpose of this report is to provide a thorough analysis of the aspects that should be considered during the implementation phase of the innovations brought by Mauritius Telecom (MT). The study has been carried out site by consulting stakeholders such as the finance manager, the chief operation officer, the human resource manager as well as the operational managers from different departments.

The study has shown that in doing its cost benefit analysis MT should consider its costs as direct, indirect and intangible. The setup and license fee for the on-line training system and the Groupware was found to be the most noticeable direct costs. With regards to the benefits, they should be classified as tangible and intangible. The relatively lower cost involved in on-line training is one of the tangible benefits for MT. During the analysis we have also seen that the integration of the new software applications with existing infrastructure warrants special attention. Furthermore the introduction of LinkedIn in the recruitment process should be done smoothly and in the most effective manner. Regarding the implementation a detailed plan should be devised and to assist the company in its implementation the following recommendations have been made.

1. Intangible benefits and intangible costs should be investigated further so as to mitigate any hidden cost that can jeopardize the whole project.

2. Cloud computing should be considered in case integrating the new systems with existing infrastructure.

3. An implementation manager should be appointed to ensure that the implementation plan is perfectly executed.

TABLE OF CONTENTS

Page

EXECUTIVE SUMMARY 2

Introduction 3

Solutions to identified problems 4

On-line training to mitigate the lack of employee commitment 5

Groupware/collaborative software to mitigate effects of concentration of power 5

Social network to recruit talented people 5

Cost benefit analysis of solutions 5

Costs 5

Benefits 6

Integration analysis of solutions 6

Implementation analysis of solutions 6

Conclusions and recommendations 7

LIST OF REFERENCE 8

INTRODUCTION

While introducing some innovative technologies, Mauritius telecom (MT) has met some problems mainly in terms of organizational aspects. In this light MT has commissioned J&R associates to write a report on the items that should be considered in implementing the solutions to the identified problems.

The report will cover a cost benefit analysis of the solutions where we shall see that costs and benefits can be categorized in different ways. Then we shall investigate the different factors that should be considered in integrating the solutions with existing infrastructure and processes. In the final part of the report we shall see that a plan is crucial for the successful implementation of the solutions.

The report has been subdivided as follows:

Part 2: Solutions to the identified problems. Describes the different solutions that have been proposed to solve the identified problems.

Part 3: Cost benefit analysis of solutions. Describes the costs and benefits that the solutions would bring to MT.

Part 4: Integration analysis of the solutions. Explains the factors that should be considered when integrating the solutions with existing infrastructures.

Part 5: Implementation analysis of solutions. Describes the different phases that should be executed in implementing the solutions.

Part 6: Conclusions and recommendations. Explains the conclusions and recommendations of the report.

Solutions to the identified problems.

On embarking on its innovation projects MT encountered a number of problems which could stall the whole effort. To counter the identified problems the following innovative processes and technologies were recommended.

2.1 On-line training to mitigate the lack of employee commitment.

On-line learning is and asynchronous computer-based learning mode that allows learners to learn anytime and anywhere using information and communication technology (Chou & Tsai 2009, p. 200). This solution is touted to be very efficient given the context in which the innovations are being introduced at MT. Indeed trying to have everybody committed to the introduction of the innovations can be a difficult task since each employee has already its daily tasks. With the on-line mode the employees can be trained on the awareness programs at their own pace thus ensuring that everybody understands the relevance of the innovations brought by the company.

2.2 Groupware/collaborative software to mitigate the effects of concentration of power.

Groupware can be any computer-base application explicitly designed to support people working together (D’Souza & Greenstein 2002, p. 252). Being able to make sound decisions can be a critical success factor when organizations evolve in a global world. With few levels of management at MT, the groupware would allow employees to communicate and collaborate much more easily. This would enhance the decision making capabilities of all the employees which in the end will streamline the innovation effort.

2.3 Social network to recruit talented people.

Nowadays professionals around the world use social networks such as LinkedIn to share their contact information, search for employment opportunities and enhance their brand (Peregrin 2012, p. 23). Gradually those social networks have morphed into a bank of thousands of CVs and profiles of very talented people. In its pursuit of experienced and qualified people for the implementation of its innovations MT can have a competitive advantage when having access to social networks such as LinkedIn. Furthermore LinkedIn offers very affordable membership fees which can only be an advantage for MT.

3. Cost benefit analysis of solutions

The successful implementation of any innovation depends on a thoroughly prepared cost benefit analysis. Indeed this analysis has assumed a pivotal position in the information systems revolution (Sassone cited in Murphy & Simon 2002, p. 301).

3.1 Costs

Costs can generally be classified as direct cost, indirect cost and intangible cost. With regards to MT, the direct costs are mainly the setup fees and the licenses for the on-line training solutions, the groupware and membership fees for LinkedIn. Indirect costs are those costs that are used for the benefit of multiple cost objects (Birt et al. 2010, p. 439). In the case of the on-line training solution and the groupware the indirect costs can be the administrative costs involves in purchasing those software. The innovations would also involve some intangible costs which should not be neglected. This cost category would include lost of employee efficiency when they would concentrated on the new technologies and neglect their routine works.

3.2 Benefits

Benefits can be tangible or intangible. The innovations would bring to MT some tangible benefits mainly from the on-line training systems and the use of social network. The on-line training would waive the high cost involved in the organization of face to face training. In the same vein LinkedIn would avoid MT the cost of external headhunters and recruitment specialists and there would be no additional costs apart from the membership fees for the social network. In the long run MT would have numerous intangible benefits such as employee satisfaction, and better service quality with well trained staff. The groupware would also improve the workflow once fully operational.

4. Integration analysis of the solutions

Systems integration is the practice of combining the functions of a set of subsystems, be it software, hardware or both, to produce a single, unified system that satisfies some need of an organization (Stavridou 1999, p. 91). For MT the end result of the integration should be a noticeable improvement in the organization’s workflow and by extension greater customer satisfaction. Attention should be paid to the integration of the on-line training system and the groupware with the existing software applications. The company should decide whether new servers should be purchased or not for these new applications. In case the new applications are hosted on existing servers MT should check whether the new databases can be integrated with the existing database. Normally separate databases involve additional costs in terms of the DBMS licenses apart from compatibility aspects. Integrating LinkedIn with the existing process and procedures is the easiest part of the integration effort. Indeed LinkedIn does not require installation of new applications and hardware on site. However a smooth integration of LinkedIn with the recruitment procedures should be done.

5. Implementation analysis of the solutions

Implementation refers to all organizational activities working toward the adoption, management, and routinization of an innovation (Laudon & Laudon 2010, p. 562). Having an implementation plan that meets the organization objectives is crucial to any innovation venture. The plan should include systems testing, preparation of conversion plan, installation of databases, user training and conversion to new system (Whitten, Bentley & Dittman 2002, p. 91). A pilot project should be conducted to test the new technologies with a small sample of users. Once the tests are completed a detailed conversion plan would outlined whether the new systems should be introduced as an abrupt cut over or in parallel with existing systems and processes. The next step would be the installation of the new databases. User training is an important milestone as the new systems will be used efficiently only if people are well trained. The final step is the handing over of the systems to the users and this step also involves providing feedback to the vendor. The feedback would be used to correct any identified shortcomings.

6. Conclusions and recommendations

6.1 Conclusions

We can conclude that MT has to consider a number of important factors when implementing digital innovations in the organization. A cost benefit analysis has revealed that the most prominent cost and benefit would be license cost and savings on on-line training respectively. The integration analysis has show that the integration of new database with existing infrastructures should be well investigated. Furthermore the organization should see to it that LinkedIn is integrated in the recruitment process in the most efficient manner. We have also seen that an implementation plan should be devised so that the delivery of the systems to the users is done smoothly.

6.1 Recommendations

With regards to software recent researches have shown that implementation can consume up to one third of the budget of a software cost (Singh, Panday & Kumar 2012, p. 533). In this light the following recommendations have been made so that MT can implement the solutions in a way that organizational goals and objectives are met.

1. The identified intangible benefits and intangible costs should be investigated further so as to mitigate any hidden cost that can jeopardize the whole project. Indeed if in depth research is not done some hidden costs may crop up in the middle of the implementation and this can have negative impact on the whole project.

2. Mauritius Telecom should consider cloud computing as an alternative to integrate the new systems and databases. Nowadays this mode of computing can lower costs considerably while providing reliable and stable solutions.

3. The company should appoint an implementation manager to ensure that the implementation plan is executed rigorously and in a professional way. Furthermore the implementation manager should consult all the stakeholders when devising the implementation plan.