Case study: lessons learned during a nationwide computer system upgrade

This paper is a case study that presents the results of a lessons-learned questionnaire gathered during the final six months of a nationwide computer system upgrade. The method used to capture the lessons learned feedback is presented. Common complaints and obstacles encountered during the system upgrade are summarized and possible improvements are suggested. The case study indicated that, although the project was completed on time, a more rigorous solicitation of feedback on management direction from the end users could reduce the amount of rework and difficulty on the implementers of the management direction. The paper suggests that management could be more effective in setting and clearly describing project goals, both interim and longer term, and soliciting approaches for achieving the means to the goals by using a bottoms up approach.