Selecting Pharmacy Technology Shouldn't be a Gamble: How to controll the Outcome

Selecting Pharmacy Technology Shouldn't Be a Gamble: How to Control the Outcome
By: Dave Gilmore Chairman, StrongCord SystemsEarlier this month we spoke at the ASCP Annual Conference in Anaheim, California. The topic was, What Long Term Care Pharmacies Need to Know About Selecting Health Information Technology. The topic was well received by an audience of over three hundred pharmacy owners and operators. The feedback from the session was consistent . . . we hit the nail on the head regarding the complexities in technology selection and the failure of vendors to put their money where their mouth is regarding risk and reward in the selection process and ongoing operation afterwards.
When it comes to making technology selections we’re confronted with the following dynamics:
There are multiple choices all promoting that they are the "right" choice. This right choice pressure finds its root in sales effectiveness rather than customer-aligned business processing. That is to say, the sales force is in a panic to hit sales quotas and may overlook the actual business criticality of the selection. Selecting technology outside a defined business need will fail. No if, and, or buts about it.
The real cost of technology selection is so often overlooked at the time of selection. Technology selection cost analysis should include:
Selection Process – The time and effort to perform an adequate "Compare/Contrast" analysis of the choices being presented.
License, Use, and Infrastructure – In many cases the cost of technology involves some upfront license of use fee. Additionally, the cost of enabling infrastructure needs to be calculated. Network capability, server structure, database administration, to name a few should be added to the total cost of selection.
Implementation – When it comes to technology the implementation is often the most costly. Time and expenses of technology providers or third party experts should be charged to the selection cost column.
In many cases the selected technology carries a separate "Support" contract. This is the cost of receiving updates and upgrades, having a number to call or eMail to ping when help is needed, or receiving periodic user help aids.
Ongoing management of the technology selection is perhaps the most overlooked cost of technology. Whether it be in-house IT expertise or an outsourced arrangement, the cost is a part of the selection and ought to be understood during the selection process.
The breadth and depth of organizational adoption makes or breaks the success of technology selection. Unfortunately, it’s only after the fact that this is understood. There are strategies that can be triggered that mitigate rejection but again, this is only after the technology has been selected. So often people simply reject new technology for the simple reason that it’s a change. Most people don’t like change; many actually hate it and will do whatever it takes to maintain the status quo. So whenever entering into the technology selection process don’t forget to understand this dynamic and plan accordingly.
We’ve often observed that technology Buyers will hedge their selections with a resignation to failure. Kind of like the amateur Gambler who tosses the dice with a sigh, ready to lose whatever stake he placed simply because he can’t control the outcome. This self-fulfilling prophecy so often then comes to pass accompanied by the failed expectation statement, "I told you so".Buyers beware of this self-destructive approach to technology selection! You are in control and you can have all it takes to be successful.
Lastly, the absence of a clear business plan or set of objectives often leads to failed technology selections. Business planning is the frame into which all business related decisions must fit in order for your business to achieve the hoped for results. In a recent poll of pharmacy owners regarding their 3-5 year business plan, less that ten percent had an articulated, cohesive plan put together.
In our next article we’ll discuss the necessary steps to make successful technology choices. Regardless of where you are in the overall evolution of your business you have more choices to make and more technologies to consider.
StrongCord is here to assist you through the entire process. It’s our goal to provide you with the advice and support necessary for your immediate and long-range success. After all, it’s our promise . . . Strong and Safe Customers for Life!
Written by Dave Gilmore , Submitted by Todd Eury, Posted by Dean A. Pedalino