In the last 18 months, Four51 has completed many integrated business management system implementations. We’ve helped large and small Print Service Providers replace software like e-Quantum, DemandBridge and Kramer with Four51′s e-commerce front-end and SAP’s Business One accounting back-end.

Some of these projects went very smoothly. Some less so. Among the latter, we were reminded that good systems expose bad people.

What warning signs should business leaders watch for? How will you, as a leader, know if implementation struggles are the result of good people adjusting to a new way, or bad people floundering? Beware of these:

• Finger-pointing
• Inability to let go of the implementation consultant (AKA no strong owner has emerged inside the business to champion positive change)
• Re-emergence of old habits, old spreadsheets
• Complaints from customers and vendors…expect a few initially, but they should die down
• Employees creating meaningless work for themselves — they’ll look slightly scared and slightly desperate because they realize they have much less to do now that a good system has eliminated manual processes

What should a business leader do in response? Take corrective action quickly:

• Demonstrate commitment. All must know that the boats are burned
• Pick one problem and fix it by meeting twice a day
• Make hard decisions, then empower the right person to make the hard decisions. You might have to hire this person first.

The other option is to simply be satisfied with a lifestyle business that makes a lot less money than it could, but it keeps Uncle Billy, Aunt Darla and that one-guy-who’s someone’s-cousin employed.

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