It wasn’t the technology. What they needed was a fundamental shift in the way their employees worked to get things done. While the new front-end solution was a great improvement, the assumption was that their employees would start using it as soon as it was turned on. But people don’t work like technology — you can’t just flip a switch and get them to change. Their employees preferred the old spreadsheet-based reporting system and actually kept it running “under the covers” alongside the new system because they needed to meet deadlines.

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