I was in a project zone workshop today where a group of IT project managers asked about how to ensure their system implementations were successful for the end users.  Well, that required a rather lengthy answer! In a nutshell though, I think it comes down to confidence and trust.

Each person needs to feel confident that they have the required skills and knowledge to effectively use the system from day 1 and they also need to trust that its robust and accurate in its operation.

I find the best way to help build trust and confidence is by involving people at various stages along the development path. People often resist change simply because they were not part of the decision-making or implementation design process. And then, using every communication channel to engage and involve people in the project.

John Kotter’s 8-Step Process for Leading Change remains a great approach for ensuring buy-in and success for a project. Here is a summary for you: