A Plan for Controlling Technology.

Most small businesses not only require computer systems, but also rely upon them to accomplish nearly every aspect of their day-to-day tasks. The computer has become a central part of small business and, when there are problems, the business suffers. For many of these small businesses, their computer systems require constant maintenance and seem to be a never-ending source of expense and frustration.

As technology has advanced, one would think that this situation would have been addressed. In fact, it has become worse. With the advent of Windows as the primary operating system, programs now depend upon each other to run properly. When a new program, however insignificant, is added to your computer system it can cause problems in other areas. Often these problems do not show up until much later, making solutions to these types of software problems difficult, if not impossible, to implement. The bottom line is that most computer systems, over time, deteriorate both in speed and reliability.

Large corporations spend millions of dollars annually to keep their computer systems up-to-date and running smoothly. This is accomplished through large in-house staffs consisting of highly trained individuals who are not only expensive but also difficult to retain in a competitive market. Small businesses simply cannot afford an in-house staff.

Another problem is obsolescence. Every two to three years, even though the computer systems are still operational, they will not be compatible with the "new improved" software the firm desires. This often causes painful cash flow spikes that are difficult for small businesses to absorb. Many times, a business will abort a potentially beneficial upgrade because of unexpected costs involved in hardware replacement.

When it is time to purchase a new computer, most businesses today simply go on-line and purchase a system (usually from Compaq, Dell or Gateway) that comes with a suite of software. Once that computer arrives, however, it must somehow be incorporated into the existing computer system. Over time, a computer system becomes a cacophony of different models and computer brands. Adding hardware to the ever-growing compatibility problem list further exacerbates the problem. Nothing, short of large checks written to consultants and integrators, seems to solve the problem. It becomes a frustrating and costly cycle.

Good technology planning will go a long way toward breaking that cycle. Following are the components of a good plan:

Purchase pre-configured systems.

As a first step, the plan should require computer systems that come completely integrated, tested and proven. Using scripting capabilities (a sequence of memorized installation steps in software installation) that are available with the newer software products, a systems integrator can effectively build a bulletproof system. A well thought-out and fully tested installation script virtually eliminates the potential for human error as the system is being built and configured.

Identify one primary hardware manufacturer for purposes compatibility.

By purchasing from a single manufacturer, desktop computers can be standardized and equipment will integrate harmoniously. Standardization will save on future technical support costs. Manufacturers' warranties on the hardware should include three years of coverage for replacement parts. Since most hardware components will be replaced within three years, a three-year warranty will eliminate the exposure on hardware maintenance. Most brand name computers, like Compaq, offer these warranties. Off-brand computers may not carry any warranty and, in today's competitive market, offer little in savings at the time of purchase.

Select a suite of software products.

A software suite (for example, Microsoft Office 2000) will avoid problems with software integration and undependable support for software products. Software suites are designed to integrate and their products are upgraded in tandem so they will continue to integrate smoothly in the future. If a business selects unrelated software products that integrate today, it runs the risk of running into integration problems in the future when one or more of the products are upgraded. The brand name hardware manufacturers often include a discounted price for the software suites in the cost of the hardware.

Purchase upgrade paths.

To control software upgrades costs, businesses should consider purchasing upgrade paths with their initial software purchase. One often-overlooked cost of a system upgrade is the cost of training employees on how to use the new software. If a business does not upgrade software regularly, as upgrades become available, the leap from a very old version to the current version may present problems. Employees faced with learning the current version will be able to learn more efficiently and with less downtime if they only need to focus on the minor changes associated with progressive upgrades. When faced with major leaps in software versions, employees will require substantial amounts of training and the business will lose productivity during the transition. Documents converted from a very old version may also present problems.

Downsize in-house technical staff.

A good technology plan will minimize the need for highly compensated in-house staff. Current technology often provides for monitoring of a computer network from a remote site. Using that technology, technicians can monitor many systems simultaneously. Daily monitoring of a system will also control the cost of repairs and maintenance. Potential hardware problems can be addressed before parts actually fail and before the failure impacts the operating of the system. Much like your automobile has warning indicators when is trouble sensors are triggered, computer systems can have similar problem indicators.

Forecast and budget for technology expenses.

It is critical that a business is able to accurately forecast its technology expenses. By developing a good technology plan, a business will know with great certainty exactly what its computer system will cost over a three-year period. Technology is here to stay and it must be viewed as regular overhead just like the rent check. When a new employee is hired, the business owner knows the new hire's salary and the cost of employee benefits. The costs of the new employee's computer, support, software and ongoing upgrades should become part of that equation. Unfortunately, in the past, that cost has been elusive if not impossible to determine. The technology plan will give the business owner tools to determine the exact cost of the new employee's computer system, including software, hardware, training, installation and on-going support.

Businesses need to take control of their automation so the employees can direct their focus on the production of quality work!

Doug Hafford is the President of Legasys, a 14-year-old-computer integration company servicing the small to mid size business community. Evolution Systems, available exclusively from Legasys provide goal oriented networked systems.