Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

When Difficult Decisions Lead to Successful Outcomes


Published on

Case study of NCFR's Association Management System (database) decision and implementation process. Presented at Digital Now conference - April 9, 2010.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

When Difficult Decisions Lead to Successful Outcomes

  1. 1.
  2. 2. When Difficult Decisions Lead to Successful Outcomes<br />
  3. 3. National Council on Family Relations<br />Founded in 1938<br />3,300 members<br />~ $1.5M budget<br />11 full-time staff<br />Mission: “Strengthening Families”<br />
  4. 4. The National Council onFamily Relations is . . .<br />The premier professional association for the multidisciplinary understanding of families<br />Publisher of<br /> ~ Journal of Marriage and Family<br /> ~ Family Relations<br /> ~ Journal of Family Theory & Review<br /> Provider of the Certified Family Life Educator (CFLE) designation<br />
  5. 5. Old database situation<br />AMS purchased in 2004<br />Implementation delayed<br />Software company went out of business<br />Product sold twice<br />2nd time to a company in the Philippines<br />Went live in December 2006<br />
  6. 6. There were problems<br />No reporting software<br />Membership periods imported incorrectly<br />Membership orders generated errors<br />All attributes were fixed length CVAR<br />E-commerce module failed in March 2007 – went back to re-keying online orders<br />
  7. 7. Quickly became apparent, this wasn’t going to work out<br />Inefficiencies and errors frustrated staff<br />Resolving basic issues was a challenge<br />Customer support: 13 hour time difference and a language barrier<br />Conference calls scheduled at inconvenient times<br />E-mail replies came in the middle of the night<br />Decision made in mid-2007 to move on<br />
  8. 8. Choosing the right AMS takes time<br />Nov ‘07: RFP for consultant to guide selection<br />Feb ‘08: Internal technology audit<br />Apr ‘08: Business process analysis<br />May ‘08: RFP to AMS vendors<br />July ‘08: Scripted product demonstrations<br />Aug ’08: Finalist follow-up discussions<br />Sep ‘08: ACGI selected as preferred vendor<br />
  9. 9. And then things changed<br />NCFR’s AMS purchase was placed on hold<br />
  10. 10. Six months later…<br />NCFR financial reserves had not recovered<br />Notified ACGI of pursuing other option<br />ACGI proposed an alternate approach<br />Association Anywhere Standard Edition<br />Up front cost reduced by half<br />Ongoing cost reduced by a third<br />Key advantages retained<br />
  11. 11. Implementation process<br />14 week timeline<br />Data conversion handled mostly in-house<br />Three on-site “boot camp” weeks<br />Configure and train simultaneously<br />Consensus decision making process<br />Team approach to setup tasks<br />
  12. 12. AMS implemented on schedule<br />August 10, 2008<br />and 30% under budget<br />
  13. 13. Keys to success<br />Talented staff committed to success<br />Strong grasp of business processes & needs<br />Thorough understanding of existing data<br />Flexible processes met system configuration<br />Structured issue tracking system<br />Vendor who empowered us to take on more<br />
  14. 14. Outcomes<br />Membership up more than 10%<br />Over $300K in credit card payments processed<br />20% of members have updated their profile<br />Membership gap revenue recouped<br />Efficiency & capacity let staff focus on growth<br />