True or false? Business practices may have to be modified for, and workflow often has to be adapted to, the particular design of the COTS product.

• A. True
• B. False
• C. Not Sure
• D. Not Applicable

Answer: (A)

When a Commercial Off-The-Shelf (COTS) product is adopted, its built-in design—how it handles tasks, data, user roles, and workflow steps—often doesn’t match an organization’s existing procedures. Therefore, business practices and workflows are frequently adjusted to fit what the product supports and to align with how the software processes information. In healthcare, this alignment is crucial for accurate documentation, proper billing, and safe, efficient patient care. You might reengineer intake processes, use the product’s standard order sets and templates, and configure roles and permissions to match how work is actually done, rather than forcing the software to fit old practices exactly. While some customization may occur, the general expectation is that adaptation of processes and workflows accompanies COTS implementation to maximize effectiveness and compliance. The statement reflects this reality.