We are in the requirement gathering phase for a new ERP. Every department head is demanding custom features that mimic their old workflows. I’m worried this will lead to a "Frankenstein" system that is impossible to upgrade. How do I push for "Out of the Box" functionality?
3 answers
The "Fit-Gap" analysis is your best friend here. You must strictly mandate that "Standard" is the default and customization is the exception. Every custom request should require a high-level business case approved by a steering committee, proving it provides a competitive advantage that the standard process doesn't. Often, departments want customization simply because they don't want to learn the industry-standard way of doing things. Remind them that every custom line of code is a technical debt that will make future patches and security updates a nightmare.
Melissa, while I agree on the technical debt, isn't there a risk that "standard" processes might actually break a company’s unique value proposition? If our secret sauce is in our unique fulfillment logic, shouldn't we prioritize customizing that specific module while keeping the rest standard?
I always tell stakeholders: "If you customize the ERP to fit your current mess, you’ll just have a faster, more expensive mess." Change the process, not the software.
That is a perfect way to put it, Robert. We used that exact phrase in our board meeting last week and it really helped shift the mindset toward process improvement.
Brandon, you are absolutely right. The strategy should be: "Standard for Administrative tasks, Custom for Competitive Differentiation." If your fulfillment logic is what wins you customers, customize it. But there is no reason to customize an Accounts Payable module. Keeping the "boring" parts standard allows you to focus your development budget on the areas that actually drive revenue.