A system replacement case study and how CLEAR would have set the right date

Episode Overview

How many times has a go-live date moved on one of your technology projects? In this case-study episode, Jim Kineon walks through an electric utility that replaced its old customer system (CRM) so call-center staff could see everything about a customer in one place. The plan was right, and the project eventually succeeded, but go-live slipped several times as data migration, custom functionality, and undefined processes surfaced one after another. Jim then replays the project through the CLEAR Framework to show where each delay could have been caught and how the right go-live date would have been set from the start. If you're planning a system replacement, or living through one that keeps slipping, this episode is for you..

In This Episode, You’ll Hear

• What happens when your staff become the connection between disconnected systems

• Why a project with the right plan can still miss its go-live date several times

• How writing training materials exposed processes nobody had defined

• The real cost of a delayed-but-successful go-live

• How the five steps of CLEAR would have found the root causes and set a realistic date

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THE FRAMEWORK — CLEAR

1. Check: Assess your current technology health across Initiative, Organization, Process, People, and Technology, and identify the root causes creating friction.

2. Link: Connect the root-cause fix to a measurable business outcome, not a feature list.

3. Establish: Prioritize improvements, define responsibilities, identify dependencies, and build a practical sequence of action.

4. Activate: Implement the roadmap while managing communication, testing, training, and support.

5. Review: Measure progress, compare it to the outcome you wanted, and keep refining until you get there.

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