SOA Migration: An Airline Keeping Its Feet on the Ground
Migrating United's and Lufthansa's reservation system to an updated architecture using SOA is a huge undertaking that's critical to the company's success. Here's how United is managing the changes the new system will create for the companies and partners... and not just in technology.
The Four Stages in Big Projects
The only way to make a project like this succeed is to address the people and business issues long before you think about technology. "Managing change is essential to help people through the 'emotional curve,'" Patel said.
First, she advised, recognize that there are four stages in any long-term IT project.
Awareness. People are excited and have high expectations. But they lack a clear understanding of the project scope or budget, so the rumor mill is heavily engaged.
Be sensitive to the emotions of those who will be affected by the program but are not part of it, Patel said. If you are in the program, you can recognize and deal with the day-to-day changes, but your partners do not have that advantage.
Understanding. This phase kicks in about two years into a large project, according to Patel. That's when the scope of what you took on begins to sink in, and when you realize the project is more complex than envisioned. You'll have plenty of those "Oh, my God!" moments, Patel advised.
Acceptance. The acceptance phase occurs only after understanding. That's when, for the first time, you see everyone moving in the same direction, Patel says. Participants adopt the attitude, "We're in it together; we've got to get this done."
Commitment. Despite your instincts, team commitment doesn't happen until the fourth to sixth year, said Patel. "That's when people can touch [the software], feel it." They can see what change the new system will create in their lives.
Every big project goes through these stages, according to Patel. "But you can mitigate some of the stress and tension by using change management."
