Customizing Your Document Management System? - Be Careful What You Wish For

Every user wants an "Easy" button. And who can blame them. In theory if a process or function can be done more easily and faster, all other variables remaining the same, a resource should have more time to perform other value added tasks for the company. However, we know that theory is good for the class room but often runs amok in real life. For instance, if I put in a $10,000 customization for an end user that allows them to index their documents a certain way and another end user wants another $10,000 customization so that they can index their documents another way, do you really think that the savings will justify the costs? The intent of each user may be good but are two customizations justified? In the users eyes the answer is going to be almost always 'Yes'. Why? Because you made their job easier or you made their job like it was before so they don't have to deal with change. But will they actually save time, if there is a savings in time, and use it for something else that will lead to a productivity gain. Or will they use it to take more breaks, slow down, or relax more. It is hard to say but before saying 'Yes' to a document management customization that will cost x amount of dollars for both installation and support, it is important to understand why the customization is really needed and if the end will justify the means. Is the customization really needed because it will lead to hard benefits and measurable productivity increases? Or is it just a nice-to-have because it will make the life of the user easier but it won't do anything that will lead to productivity gains or even long term job satisfaction? Answering those questions first is important.