Operation & Improvements Deliverables

The proof of the pudding… and a chance to excite users when their needs and feedbacks lead to real continuous improvements.

This is the moment of highest engagement energy of the user base with the support structure. 24/7 engagement and transparency are paramount. Exchanging success stories and announcing immediate bug fixes build trust.


Code of ethics guidelines 

Giving guidance to the competitive intelligence system’s administrators and future users in use, support, contribution and collaboration of the system and process.

Beyond the legal policies (regulated by law) an ethical code provides guidance for the behavior of the employees. There might not be a law that prohibits a certain behavior but the company wants to make sure that all employees adhere to a certain quality of engagement and common handling of sensitive data.

Furthermore, since laws and regulation might differ geographically a code of ethics has a unifying function to a globally acting organization as well.

The following elements should be included in the Code of Ethics:

  • Purpose
  • Definition
    • Support
    • Use
    • Collaboration
    • Contribution
    • Legal vs ethical
  • Scope
    • In-Scope
    • Out-of-Scope
  • Guidelines
    • Principles
    • Guidelines for systems support
    • Guidelines for users
    • Guidelines for collaboration inside and outside of the system
  • Legal policy
  • Ethical code
  • Notes and recommendations


Service Contract

An absolute key deliverable is the service contract of course. It can be a simple Terms of Service agreement between a software vendor and the user or something more complex if multiple parties, services and rights are covered.

When third party content needs to be part of the agreement you are looking into quite a number of amendments and annexes. Also, several roll-out stages that are handled under separate contracts might add complexity.

As stated before, planning for negotiation and contracting should consider the potential complexity and align resources along with the planning. Especially service agreements require a complete understanding of obligations and benefits for all parties involved and might therefore require significant time and resources to prepare and finalize.


Complaint process

Users of an internal software solution and process are no different than customers purchasing the company’s products and services.

The perfect shortcut to create the perfect complaint process is your own complaint process for your external customers and a little mock exercise, anticipating potential issues with the system.

It can also be a fun experience and additional team building and buy-in event between some critical stakeholders. And the customer service guys will certainly love to be called out of the hotline loop to share their expertise.


Long term improvement plan

User training, super-user structure, Q&A document, help center and complaint process all have one feature in common: they gather feedback and experience that can be used to improve the system and process.

This together with the evolution on the vendor side (good vendors continuously innovate based on their client’s evolving needs) there will be plenty of opportunities to continuously improve the system.

It is recommended to assign a deliberate mandate to someone to institutionalize health checks and improvements. Measuring and reporting should create the necessary visibility to support this function.

Part 10 → Conclusion →→


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