What matters when introducing new information technology

Despite more than 30 years of experience, organizations still face an uphill battle implementing information systems. In addition to the direct monetary costs of a failed implementation, indirect missed opportunity costs are also associated with failed or delayed implementations. Five factors have repeatedly been associated with implementation success and failure: 1. commitment, 2. knowledge, 3. planning, 4. communication, and 5. infrastructure. Attending to the right issues at the right time improves implementation in terms of both process and outcome. The initiation process relies on overcoming knowledge disconnects to find technology solutions to business problems. During the adoption process, communication is critical. In adaptation, it appears that limitations or concerns with an existing technology infrastructure catch up with the new technology solution. As the implementation process continues, the importance of commitment increases. Planning is also significant throughout the process, with ebbs and flows of its own.