Conclusion: Between the initial enthusiasm of planning a new system, the focused effort of selecting a vendor and negotiating a contract, and the frenetic activity of implementation, nobody wants to think about how to deal with the possibility of a major project failure. While rare, organisations need to put in place contingency plans before they start, preferably during planning and negotiations.

Organisations should establish a framework for dealing with failing systems that gives them the necessary tools to quickly get it back on track or terminate it and seek reparation if appropriate. Without this, organisations risk a long and bitter struggle, which is both costly and embarrassing to themselves and the vendor.

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Kevin McIsaac

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Kevin McIsaac