IMPLEMENTATION MANAGEMENT IN AN AUTOMATED ENVIRONMENT

This paper presents a case study demonstrating the importance of sociotechnical factors in performance improvement. In high technology environments it is easy to focus almost exclusively on technical systems. This paper describes how a more balanced focus on technical and personnel systems better supports performance improvement. Like many high technology environments today, the United States Postal Service distribution centers are typically state of the art technology centers. In an environment like this, it is easy for management to focus on current and future technology issues. This paper discusses a study conducted to determine the impact of installing a new implementation management system on performance. The new implementation management system focused on the personnel system and the alignment and motivation of people in the organization. The case study will be shared along with lessons learned.