top of page

Wants vs. Needs: Successful Technology Selection and Implementation

Updated: Jun 21, 2022

Smiling Portrait of Manager of Maintenance and Operations

By Laurie A. Gilmer, P.E.

One important benefit of an engaged workforce — the topic of my November/December 2019 column — is the range of efficiencies that it leads to.

“But isn’t technology a fundamental building block of efficient operations?” you might ask. Well, yes. But one lesson we have learned about our engagement with technology is that while it can lead to and facilitate fabulous advances in our work, when employed as an end in and of itself, it can lead to distraction, ineffectiveness, and a waste of resources.

Too often, technology projects in facilities fail. Did the planning go wrong? Or the selection process? Maybe it was the implementation. Unfortunately, several common issues occur at every phase of technology implementation.

When selecting a new technology application — whether a computerized maintenance management system (CMMS), an integrated work management system (IWMS), an emergency event communication system, or any other system — the process is the same.

The key in facilities is to effectively select and implement those technological tools that will help managers and front-line technicians understand, manage and execute their work. Managers can ensure successful specification and implementation by taking eight important steps.

Specification strategy

Define the desired outcome. What do you want to achieve with the new technology? What will the hallmarks of success be? Identifying criteria for success is paramount. Doing this correctly requires engagement with stakeholders who will work with and around the new system. The desired outcome and success criteria set the tone and the path for everything that follows.

Prepare the project plan. With the desired outcome defined, identify the steps to put in place, the tasks to handle and the timeline on which tasks will happen. Establish milestones for major decision points, deliverables and communications to the team. Outline tactics for engaging stakeholders throughout the information-gathering and decision-making processes

Assess the gaps. What is the department doing now, and what would you like it to do? What processes should be in place to support your desired outcome? For example, if you are selecting a new CMMS, you typically review processes related to work orders, preventive maintenance, inspections, the decommissioning or commissioning of new equipment, and capital planning.

22 views0 comments


bottom of page