Let me explain my context a bit more here. I was working for an automotive supplier to re-design the user interface of their ERP application for the Purchasing wing. The chief stakeholder in this case (as I was told) was the Purchasing Manager who had a definite idea about the way he wanted the interface to look like for the Purchasing Coordinators. He was also the “SME” on this project and I set up routine sessions with him to iteratively propose design solutions/enhancements that would spruce up the UI per his(alias his department’s )needs.

In hindsight, this is exactly where the problem cropped up. The SMEs, in real cases, should have been the Purchasing Coordinators and not the Manager. Although he was the supervisor of the team, he should not have been casted as the chief stakeholder. This boils down to one dictum – Organizations needing to implement new systems should be clear and thoughtful about the human interface(s) they need to present to outside consultants(read BAs). This would go a long way in avoiding the typical change management issues that crop up in new system implementation scenarios.

Recently we purchased a new software package and it addressed all of my requirements. It gave me many new features that I couldn’t have imagined. While it was extremely successful, it has been difficult to change the way that work is performed to use the new system. I do feel that workflow and usability should be addressed on the front end and whenever possible involve the user in developing solutions.

Usually there is a core reason that someone resists change. It may be difficult to uncover and the SME may not even be aware of what is causing it. I encourage you to watch them work and see where they are feeling frustrated. You may be able to show them just a small adjustment that will make a huge difference.

But there is usually more to it than meets the eye.

During a handful of my BA assignments in the past, I have witnessed that even if BAs apply their analysis skills to re-design the way of doing “things” in organizations (because they have perceived inefficiencies in the status quo), they may still not be able to drive the nail into its hole. The user community typically displays resentment at learning new ways of work, let alone using new systems that inculcate revised process logic.

We need some ideas and philospohy around presenting case to these users to see rationale behind doing “things” in new way(s). Please use this forum to exchange your views on how the BAs can be torchbearers of facilitating open-mindedness for embracing change .