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LOUIS CARPENTIER KNEW the stakes were high when it became clear his company's main computer system had to be replaced. Fast growth at Innotex Inc., a manufacturer of fireretardant protective apparel, meant that its old computer system was nearing its limits by 2008. There were no illusions about how challenging or important the project would be for the company, located in Richmond, Quebec, southeast of Montreal.

"We knew from the get-go that it had the potential to make us or destroy us," says Carpentier, Innotex's President and co-owner. "We didn't take it lightly."

Innotex needed a new enterprise resource planning (ERP) system. The task of selecting and implementing it would be fraught with expense, complexity and risk because it would touch every corner of the company and the work of many of its 120 employees.

From sales to purchasing, manufacturing to finance, the new system would control 800 different processes. A smooth transition was essential for a company that has averaged 25 to 30% annual revenue growth over the last decade, selling protective suits to fire departments and other users around the world.

Innotex management not only had to choose the right system, but also navigate through a long and arduous implementation phase. To be successful, it was crucial to win the support and participation of employees for the challenges and changes ahead.

Crucial Support

"You need the employees' full buy-in and confidence because, even with that, it's not easy," Carpentier, 44, says.

Carpentier faced a challenge that's common for entrepreneurs when it comes to information and communications technology (ICT). ICT can transform a business by boosting growth, productivity and innovative capacity. At the same time, it is one of the biggest sources of change in today's workplace.

Overcoming employee resistance to new initiatives and winning their active support is a big challenge for any business. That's especially true for new technology, which has caused turbulence in the workplace since the dawn of the industrial revolution.

At Innotex, Carpentier has been careful to involve employees throughout the ERP project. That was important not only to encourage support for the project, but also to tap employees' knowledge and expertise, he says.

"I strongly feel that the people who best know exactly how something should work are those closest to the job, and not me in an office as president."

With the help of BDC ICT Solutions Consultant Lawrence Young, Innotex followed a detailed purchase plan that included the participation of employees at each step of the way, from system selection through implementation.

During the search for a supplier, key staff from various departments participated in identifying system requirements. These were compiled in a comprehensive request for proposals sent to a long list of potential suppliers. The employees then sat in on two rounds of system demonstrations, narrowing the field and eventually selecting a winner in February 2010.

During the implementation phase, "champions" from each department helped oversee the project, says René-Frédéric Roy, Innotex's Chief Financial Officer, who led the project. Employees were also involved in testing various modules. As the company marched toward the "go-live" date in the summer of 2011, users received training on the new system. Now they are providing feedback on how it's operating and what can be improved.

Worthwhile Work

Throughout the process, workers who were not directly involved in using the system were kept abreast of developments during quarterly town hall meetings.

The results have made all this work worthwhile. There have been glitches, but the transition has been as smooth as could be expected and was brought in on budget, Carpentier says. Innotex is now beginning to reap the rewards of a far more robust, userfriendly and scalable ERP system.

It will be the foundation for ambitious growth plans at Innotex, a company that Carpentier and two partners acquired in 1999. They have since refashioned it from a producer of snowmobile apparel and sports equipment into a manufacturer of fire-retardant protective gear with about $15 million in sales to fire departments, industrial users and the military in 35 countries. Principal markets are North America, Latin America and the Middle East.

Total Commitment

Young, the BDC Consultant who advised Innotex on the project, says a successful technology implementation starts with the whole-hearted commitment of the president. The top person has to be clear on why the project is necessary and beneficial for the company. Young says Carpentier, Roy and other Innotex executives have cultivated an open culture at the company and brought the same attitude to the technology project. "They set realistic targets and made sure that the people who had to be involved in the various aspects of change were given the time to devote to it and the opportunity to express themselves," says Young, who specializes in ICT system selection at BDC.

From his perspective, Carpentier says it's important to manage employee expectations from the outset. That means reminding employees how they will benefit from the new system and the larger goal of building a stronger, more competitive company, but also resisting the temptation to soft-sell potential difficulties.

"We explained: 'Hey, we're going to do our best, but there's no perfect system out there. There are going to be drawbacks. But the overall objective is to have something that will perform better for the entire company.'"

Diane Bazire, a BDC Consultant who specializes in human resources, agrees with this approach. Managing technological change is, first and foremost, about communicating early and often with employees, she says.

Upsetting Change

profit2"You can't show up one day and say to people: 'Up until now you've been doing A-B-C, and now you will be doing X-Y-Z,'" Bazire says. "Managers have a tendency to underestimate how upsetting this type of change can be."

Newsletters, town hall meetings and e‑mail updates are a few of the tactics entrepreneurs can use to make sure employees are well informed and the rumour mill doesn't take over, she says. And don't forget to seek employee feedback. "You have to try to understand what's worrying them about the change and then respond to those concerns," Bazire says.

Back at Innotex, Carpentier says the company purposely "didn't set the bar too high" for the new system's initial roll-out. The objective was for it to do what the old system was doing. Now, the company is looking ahead to using more sophisticated applications, including customer relationship management and financial reporting analytics.

"We told our people it won't be perfect, but it's going to take us to a much better place over the next 10 years," Carpentier says. "I think the people ended up believing and expecting that. And it's happening right now."



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Finding the right technology to pump up your profits

Finding the right technologyJack McDonald's business was growing fast, and its accounting software simply couldn't keep up. In 5 years, the company, Leeza Distribution, had grown to 12 employees from 2 but was still using an off-the-shelf accounting package.

McDonald and his business partner Mark Hanna knew they needed a more big-league enterprise resource planning (ERP) system to replace the outdated accounting software and meet other business needs. What they didn't know was that the task would turn into a major headache.

The Montreal company, which distributes branded surfacing material such as floor tile and quartz-based countertops, ended up spending 5 times more than budgeted on the ERP software. What's worse, the system turned out to be poorly suited to the company's needs and was still causing frustration 5 years later.

McDonald's experience is common when small and medium-sized businesses go shopping for new information and communications technologies (ICT). These disappointing experiences could explain, at least in part, why most Canadian companies don't invest enough in ICT, according to studies.

Once burned, many entrepreneurs hold off on needed investments on hardware or software and end up depriving themselves of the systems they need to compete, says BDC consultant Lawrence Young, a Montreal-based technology expert.

With a little planning, however, Young says an ICT purchase can do much more than just satisfy basic business needs; it can become a vital tool for enhancing competitiveness, reducing employee stress and boosting profits.

The secret, Young says, is to follow a detailed ICT purchase plan that is aligned with your company's strategy. Failing to go through a rigorous planning process is one of the main reasons many ICT purchases go off the rails, he says.

"The buyers and sellers often don't start off on the same page," says Young, who specializes in implementing ERP software. "The choice of vendor and system is often a decision based on the buyer's instinct or which vendor is perceived to have the lowest price."

To avoid those kinds of pitfalls, here are the steps for making the right ICT purchase for your business.

  • If you haven't already done so, draw up a strategic plan for your business, including a vision for the future and an action plan for achieving it.

  • Create an inventory of your existing ICT. Then, list the problems with your current system and opportunities for improvement. Is it possible your existing system was simply poorly installed or could be reconfigured or upgraded to meet your needs?

  • Create a thorough list of requirements for new ICT systems. This "needs assessment" should be based on your strategic plan. Give each requirement a weighting based on its importance within the strategic plan. Be sure to include ICT implementation elements, including employee training and re-engineering your business processes if necessary. Seek the help of an outside consultant if needed.

  • Assess potential costs and determine the financial and human resources available to meet them.

  • Send prospective vendors a request for proposals based on the needs assessment. Be sure to consider smaller vendors—not just the major players.

  • Score how well vendors meet each requirement, and determine the total cost of ownership of each proposal including costs for licensing, professional services and maintenance.

  • Invite your top picks to present their product. Provide them with "a demo script" covering the specific requirements that you want them to address during their presentation.

  • Involve employees throughout the process to help ensure their needs are met and that they take ownership of the new system.

  • With employees' help, develop an "action plan" for implementing the ICT.

  • Monitor implementation and impacts.

When McDonald decided to update his ERP system earlier this year, he opted to take a more systematic approach than he had the first time around. He quickly realized he needed outside help for the job.

He called BDC Consulting and retained Young. McDonald says Young did an in-depth needs assessment for the business built around the company's strategic plan, which envisages the number of employees growing to 120 over the next 5 years.

The result was a highly detailed request for proposals that listed nearly 1,000 requirements. The top 4 vendors were each invited to do a half-day presentation focused specifically on Leeza's needs, making them easy to compare. "We were comparing apples with apples, not apples with pomegranates," McDonald says.

The top 2 picks were then each brought back for a full-day presentation, followed by an additional half-day each to answer BDC.cafollow-up questions.

The final choice was about as well researched as it could be, McDonald says, and the new system will be a cornerstone of the company's ambitious growth plans.

Quelle technologie permet d'accroître vos profits?

Quelle technologie permet d'accroître vos profits?Leeza Distribution, l'entreprise de Jack McDonald, a rapidement pris de l'expansion, et son logiciel de comptabilité était tout simplement devenu périmé. En 5 ans, Leeza était passée de 2 à 12 employés, mais elle continuait d'utiliser un logiciel comptable grand public.

M. McDonald et Mark Hanna, son partenaire d'affaires, savaient qu'ils avaient besoin d'un système de planification de ressources d'entreprise (PRE) plus évolué pour remplacer leur logiciel de comptabilité périmé et répondre à d'autres besoins commerciaux. Ce qu'ils ne savaient pas, c'est que cette tâche deviendrait un véritable casse-tête.

L'entreprise de Montréal, qui distribue des matériaux de surfaçage de marque (notamment des carreaux pour la cuisine et des comptoirs en tuiles de quartz), a finalement dépensé 5 fois plus que prévu pour son système de PRE. Et le pire, c'est que ce système ne répondait pas à ses besoins et que, 5 ans plus tard, il provoquait encore des frustrations!

L'expérience de M. McDonald est révélatrice de ce que vivent les petites et moyennes entreprises qui cherchent de nouvelles technologies d'information et de communication (TIC). Ce type d'expériences décevantes explique en partie pourquoi la plupart des sociétés canadiennes n'investissent pas assez dans les TIC, comme le révèlent plusieurs études.

Selon Lawrence Young, consultant de BDC et expert en technologie établi à Montréal, beaucoup d'entrepreneurs qui ont eu une mauvaise expérience retardent leurs investissements dans le matériel informatique et les logiciels et finissent par se priver de systèmes qui les rendraient plus compétitifs.

Toutefois, selon M. Young, avec un peu de planification, un achat de TIC peut faire bien plus que combler les besoins de base d'une entreprise; il peut devenir un outil essentiel pour améliorer la compétitivité, réduire le niveau de stress des employés et accroître les bénéfices.

M. Young estime que le secret est de suivre un plan d'achat détaillé, conforme à la stratégie de l'entreprise. Il est d'avis que le manque de planification rigoureuse est l'une des principales raisons pour lesquelles un grand nombre d'achats de TIC déraillent.

«Les acheteurs et les vendeurs n'abordent pas la question de la même manière, explique M. Young, qui se spécialise dans la mise en œuvre de logiciels de PRE. Le choix d'un fournisseur et d'un système est souvent dicté par l'instinct de l'acheteur ou en fonction du prix le plus bas perçu.»

Voici quelques étapes à suivre pour éviter les pièges et acheter la TIC qui convient à votre entreprise:

  • Si vous ne l'avez pas déjà fait, élaborez un plan d'entreprise stratégique, comprenant une vision d'avenir et un plan d'action.

  • Faites l'inventaire de vos TIC, puis dressez la liste des problèmes qu'ils vous causent et des occasions d'amélioration. Votre système actuel a peut-être tout simplement été mal installé et il suffirait de le reconfigurer ou d'en effectuer une mise à niveau pour répondre à vos besoins.

  • Dressez une liste exhaustive de vos exigences en matière de TIC; cette «évaluation des besoins» doit être effectuée conformément à votre plan stratégique. Pondérez chaque exigence en fonction de son importance. Assurez-vous d'inclure les exigences de mise en œuvre des TIC, y compris la formation des employés et la restructuration des procesus d'affaires, le cas échéant. Au besoin, demandez l'aide d'un consultant externe.

  • Évaluez les coûts potentiels ainsi que les ressources financières et humaines dont vous disposez.

  • Envoyez aux éventuels fournisseurs une demande de propositions conforme à votre évaluation des besoins. Envisagez de faire affaire avec de petits fournisseurs, pas uniquement avec de grandes sociétés.

  • Évaluez comment les fournisseurs répondent à chacune de vos exigences, puis déterminez le coût total de possession de chaque proposition, en incluant les droits d'utilisation, les coûts des services professionnels et les frais de maintenance.

  • Invitez vos «premiers choix» à venir présenter leur produit. Fournissez-leur un scénario décrivant précisément les exigences dont vous souhaitez qu'ils parlent durant leur présentation.

  • Faites participer les employés tout au long du processus afin de vous assurer que leurs besoins seront satisfaits et qu'ils s'approprieront le nouveau système.

  • Avec l'aide des employés, élaborez un plan de mise en œuvre de la TIC.

  • Effectuez le suivi de la mise en œuvre et de ses incidences.

Lorsque M. McDonald a décidé de mettre à jour son système de PRE, plus tôt cette année, il a opté pour une démarche plus systématique que celle qu'il avait adoptée la première fois. Il s'est rapidement aperçu qu'il avait besoin d'une aide externe.

Il a appelé BDC Consultation et a retenu les services de M. Young. Ce dernier a réalisé une évaluation approfondie des besoins de Leeza en fonction de son plan stratégique, qui prévoit que le nombre d'employés passera à 120 au cours des 5 prochaines années.

Une demande de propositions très détaillée comprenant près d'un millier d'exigences a ainsi été établie. Les quatre fournisseurs retenus ont été invités à faire une présentation d'une demi-journée axée précisément sur les besoins de Leeza, ce qui a facilité la comparaison entre les fournisseurs. «Nous avons pu comparer des pommes avec des pommes, résume M. McDonald, et non des pommes avec des oranges.»

Les deux «finalistes» sont ensuite revenus donner une présentation d'une journée, puis BDC.caune séance de questions-réponses d'une demi-journée.

Pour effectuer son choix, M. McDonald a disposé d'un maximum de renseignements, et l'entreprise pourra s'appuyer sur son nouveau système pour réaliser ses ambitieux plans de croissance.

It's easy for a business to get sold on a system upgrade that doesn't add up

"The result can be thousands of wasted hours and dollars."


DECEMBER 22, 2009

To operate efficiently, just about any company needs a good information system and the right kind of software to run it.

Management information systems, when they work to their full potential, can give companies an edge by identifying ways to increase sales and reduce costs.

But investing in information technology turns out to be one of the biggest pitfalls facing mid-size companies, says Montreal software consultant Lawrence Young, president of Lawrence Young & Associates.

Many firms don't choose the right software to fit their needs, he says.

Even when they do make a good choice, they often don't understand how to use what they've bought.

The result can be hundreds of hours of wasted time and thousands of dollars in additional costs.

Young cites the example of a $10-million distribution company that purchased a software package and implemented it with the help of a local vendor.

The company signed up for $20,000 in software and another $20,000 in services to install and customize the program and train staff.

But "things weren't working the way they thought they would." Problems came to a head when the company and its accountant went to a bank to get new financing.

The banker took one look at the financial statement and said: "Something doesn't add up here." It turns out the inventory on the statement was wrong by $500,000.

"All kinds of other things were wrong, and the company didn't know it," Young recalls.

The firm spent more money trying to set things right and the bill climbed to $65,000. Even then, they weren't able to generate any management reports.

Young, who was called in to clean up the mess, said the system was installed improperly from the start.

At that point, his client wanted to throw the whole package out the window and start over.

"No," he told them. "It's good software; you just don't know how to use it." It's a problem he encounters frequently.

Companies often rely solely on sales presentations by vendors and don't seek independent advice on how to select software they need, Young says.

In a typical mid-size company with a sales range of $10 million to $50 million a year, the comptroller or chief financial officer might have some systems background, but probably not enough to ask the right questions and make an informed decision.

When choosing among different options, buyers often wind up making a selection based on price, Young notes.

But they end up comparing apples with oranges because the systems they're looking at have different strengths and weaknesses that may not have been considered.

"Most companies know what they don't like about their existing software, but they don't know where to put the bar in terms of what's out there."

What companies also fail to realize is that business processes often have to be re-engineered in order for a new information system to work effectively. "You don't use a new tool the same way you used the old tool."

A former chief financial officer at one Montreal company confirmed in an interview that investing in a new system can be tricky.

His company spent $200,000 to buy a software system to generate management information, most of which, the company later realized, could have been obtained using what was already installed.

Companies need to spend a lot of time figuring out what they need and trying to decide "if they can live with 80 per cent of it rather than 100 per cent," the executive said.

One important issue, he added, is the reliability of data. Information used for accounting purposes may not be useful for other purposes, such as performance evaluation of the sales staff.

"It sounds so simple - just generate a report on this. But then you realize it's hard to get the data you need," the executive said.

Young acknowledges there's no easy route to success. Setting up an information system properly can be "painful, disruptive and costly."

Expectations aren't always met, but it is possible to get a system to work at 90 per cent efficiency rather than 50 per cent, he said.

"This is a substantially avoidable problem."

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