Technology implementations don't occur in a vacuum. In fact, the payoff of most new applications-which includes more efficient workflow, less manual intervention, and higher productivity-almost always involves work process changes."Let me provide an analogy," says William Speir Jr., change management portfolio manager at Hartford Technology Services Co. (HTSC), a subsidiary of The Hartford Financial Services Group, Hartford, Conn. "Think about a piece of fabric. If you start pulling one thread, the rest of the garment bunches up around it. It's the same way with change. One change affects many areas."

Hartford Technology Services Co. provides change management services to help companies focus on all areas of the organization that will be impacted by a new technology. The goal, according to Speir, is to manage those impacts effectively and avoid unintended consequences.

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