Tech View John Agsalud

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NBA’s new ball has a lesson for software managers

Folks responsible for introduction of new software products had to let out an empathetic chuckle when the National Basketball Association introduced a new ball at the start of this season. The first new ball in 35 years is advertised at providing superior "grip, feel, and consistency" when compared to the old ball. But it has been greeted by a chorus of groans from players around the league, including perhaps the best known baller, Shaquille O'Neal.

Those of us tasked with implementing new software (or any other change in an organization, for that matter) have been through this drill many times. You'd think we'd have it down to a science. Unfortunately, the fact is that whenever you have a disparate group of human beings involved, every experience is different. But there are certain guidelines that should always be kept in mind.

The key to a smooth introduction of new software is to get an endorsement from the user community that a change is needed. This includes line staff and all levels of management. Again, because you're dealing with different agendas and personalities, it is difficult to obtain such endorsements. But there are certain things you need to do.

First, make sure the key players at all levels in your organization are aware of the proposed changes and what benefits such changes might bring.

Next, identify who may be your most influential, visible and vocal supporters and detractors. Meet with these people to demonstrate the benefits of the new software. Supporters should be encouraged to continue their cooperation, and provided with information to fortify their positions.

The NBA claims that it tested the ball in its minor leagues and in all-star game activities, and quotes accolades from players. Unfortunately, most of the quotes are from former players With all due to respect to these greats from the past, wouldn't it have been better to get endorsements from current stars? And if you couldn't get such endorsements then maybe a new ball isn't such a great idea?

Detractors should be made well aware of the potential benefits, but their reasons for opposition need to be heard and examined. This can be very helpful to identify pitfalls that may not always be foreseen by enthusiastic supporters. Of course, many times detractors complain simply due to personality defects or differing agendas, which are difficult, if not impossible to remedy. But hearing out your detractors helps to mitigate any negative feedback. If the NBA had gone to Shaq and said, "Hey, here's a new ball. Try it out and let us know what you think," would he still be saying that the person responsible for the decision should be fired?

One thing we learn from implementing new software is that as long as the system isn't a complete disaster, complaints usually get fewer and farther between. We suspect this will be the same with the new NBA ball. But it sure seems like this change could have been done a lot better.

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