The Product-based Solution is where most of Corporate America is going for IT today. The talent required to povide a successful implementation (one you actually renew license maintenance on rather than let let quietly die an ignominious death) requires the tenacity, deep specialized product knowlege (read arcane dark arts), and courage of a cinema Tomb Raider. The team required has to know the target product as well as Indiana Jones knows Egyptology; with equivalent courage, problem-solving skills, and morals (one can’t be squeamish hacking a solution into submission) to be able to achieve a usable solution versus an embarrassing product snap-in. In addition to their product skills the team must be able to quickly navigate the jungle of existing applications with their mysterious artifacts to get the proper integration points and data (Gold! Gold! I say!).
What if the team can’t or don’t navigate your jungle of existing applications or do not know all of the idiosyncracies of the product to be installed? Well you get an Embarrassing Product Snap-In (Do Not Pass Go, Do Not Collect $200, Do Flush Career). Every seasoned IT professional has seen one of these puppies, they are the applications you can’t get anyone to use. Usually because the do not connect to anything users currently work with, or have real usability issues (Harry Potter vs. MIT interface). Yes, the product is in. Yes, it tests to the test plan criteria. Yes, it looks like post-apocalypse Siberia as far as users are concerned (What if we install CRM and no one comes? Ouch! no renewal for Microsoft/Oracle, bummer).
Custom Solutions are more like Genesis, Let there be Light! (ERP, CRM, Order-Entry, you get the picture). It is a Greenfield Opportunity! The team you need is just as talented as a Product-based Solution, but very different. They need to be able to create a blueprint of your desires, like a rock star architect for a signature building. The team needs to be experts in software engineering and technology best practice. As well, the team needs to be able to translate your user’s meandering descriptions of what they do (or not) into rational features resembling business process best practice. That was Easy!
In the case of custom the risk is creating Frankenstein, rather than new life (It’s Alive!, It’s Alive!). Again, every seasoned IT professional has seen one of these embarrassing creations (Master, the peasants/users are at the gate with pitchforks and torches!). The end result of one of these bad trips (Fear and Loathing in ERP) is the same, but usually more expensive, than the Product-based alternatives.
Debby Downer what should I do? Reality is as simple as it is hard; pick the right solution for the organization, Product-based or Custom. Then get the right team, Tomb Raider or the Great Architect of Giza.