This assignment was a project turn-around. A membership system had been purchased from a vendor and the implementation had run into problems owing to lack of system functionality. Staff resistance to the system was high and manifested itself in a proliferation of 'homegrown' databases holding member information which could not be accessed centrally and which were inadequately maintained leading to member dissatisfaction.

A Super-User Group was established to manage staff expectations of the system. This group was formed to introduce the workable parts of the system into the organisation and to test new releases from the vendor. Considerable effort was put into Change Management in this part of the project. The Super-Users worked with staff in their areas to overcome resistance to the system and encourage its use.

HCL also established a User Group of 16 user companies as a lobby group to encourage the vendor to respond to user requirements. This User Group was formed in the face of resistance by the Vendor but in time came to be regarded as an asset by them and was used in their marketing material. One of the key improvements introduced was in the release strategy. The User Group decided that releases would be issued quarterly. The User Group created a priority list of all   required enhancements and worked with the Vendor to decide which of the items  could be included in which release. Testing was then performed in tandem by all User companies. Previously, releases had been arbitrarily designed and specified according to the Vendor's perception of user and market needs which   were often incorrect.