Human Factors in Technology

Paper Summary:

This paper defines the impact of technology on customers when a company introduces a new product that delivers significant value due to a new technology being deployed. Also included in this paper is the structure and outline of a support plan specifically for customers who are looking to gain greater insight and use of the new product(s). In addition, the role of technology partnerships in delivering value and enhancing customer's experiences are also explored. For purposes of this example, an order capture system being installed in a company's partner relationship management (PRM) portal is profiled.

Outline:
Summary
Introducing New Products to Customers
Adding Value through new Technologies
Defining Support Plans
Creating New Partnerships that Deliver Customer Value

From the Paper:

"Despite this top-down support on many organizations, the NPDI process, the majority of the time, fails to deliver the results necessary for companies to achieve their sales and profit goals. Product introductions fail due to being late to market or missing demand, 30% fail due to product quality, and 17% fail due to a lack of product availability. The product launch is the moment of truth for any new product development effort, and from the statistics from Burkett, show that there is a major disconnect between systems in many companies that need to communicate to enable a successful launch. While the pace and focus of many companies is markedly different, there is one constant, and that is both have automated and standardized new product development processes, which is best practices in the new product development process according to Aberdeen Research."

Sample of Sources Used:

• Aberdeen Research (2005) - New Product Development: Profiting from Innovation. Aberdeen Research. Boston, MA. December 2005
• AMR Research (2004) - Benchmarking the PERFECT Product Launch: It's All in the Mix. AMR Research. Boston, MA Wednesday, January 07, 2004
• Askegar and Columbus (2002) - Channel Management Best Practices: It's All About Orders. AMR Research Report. Monday September 9, 2002. Retrieved from the Internet on June 13, 2007: http://lwcresearch.com/filesfordownloads/SqueezetheRevenueOutofSPRs.pdf
• Blue Ocean Strategy (2005) - Book by the same name. Published February 3, 2005 by Harvard Business School Press. ISBN 1591396190
• Burkett (2006) - Use Suppliers at All Phases of NPDI To Improve ProductLaunch. AMR Research. May 10, 2006

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