Just finished with Pfizer’s session on implementing Self Service. They put in a global (!) system in just about a year, starting in February of 2009. They built around user needs, VOC, simplicity, and standardizing data and processes globally (with regional adaptation to meet regulatory needs). Interestingly, they didn’t start discussing the technology platform until September. It was launched a few months after that.
Their story is a great one when it comes to planning your transformation. It was all about the people, then the processes and then, late in the game, the technology. As it should be.