Designing Complex Software Implementation Programs

The central question of this paper is: How can design of Program Management contribute to the success of complex software implementations? Incomplete goal specifications, lack of communication, and underestimation of project complexity are signs of insufficient program and project management. To avoid these pitfalls, we will propose ways that have worked well in recent complex multi-project ERP implementations ("programs"). Answering the above question raises the problem of adequately defining and measuring the level of complexity of an implementation program. We operationalize complexity through three dimensions: variety, variability, and integration. A conceptual model was developed, which identifies program management factors that are proposed to have an impact on implementation success. Fifteen cases were studied to find support for the proposed framework.