7. Implementation and installation (3)

Training

People need to know how to use the new system.

And this will involve some training. Generic software has the advantage over custom software because people are likely to be familiar with the type of software even if the new system is from a different vendor e.g. email systems tend to have similar features such as an inbox. If a new email system is put in place, people will require minimal training.

On the other hand, a custom system may require quite intensive training which is expensive and time consuming e.g. a new 3D CAD system will require staff engineers to take time away on training courses.

Support

All systems need support and maintenance.

Once again, generic software has the advantage as there may be plenty of ways to get help e.g. books, user guides, online help and discussion forums on the Internet. In terms of maintenance, customers can expect regular updates to the generic software to fix bugs and improve security from the vendors.

On the other hand, custom software support may only be available from a single vendor in the form of an annual support contract. This is an ongoing cost to the company.

Furthermore, if that vendor goes bust, support and maintenance may disappear.