managing change across the enterprise -...

Managing

Change

Across the

Enterprise

How Deloitte Conquered Work ChaosLEAP 2018 User ConferenceMay 2, 2018

Copyright © 2018 Deloitte Development LLC. All rights reserved

LEAP 2018 User Conference| Managing Change in an Enterprise: How Deloitte Conquered Chaos 2Copyright © 2018 Deloitte Development LLC. All rights reserved

Presenter

Janelle Nash

Marketing Technology Leader

Deloitte Services LP


Copyright © 2018 Deloitte Development LLC. All rights reserved. 3

About Deloitte

Deloitte offers clients a broad range of fully integrated services in areas that include accounting, assurance and advisory, risk, tax, management, financial advisory, technology integration, strategy and operations, and human capital consulting.

• A globally connected network of 34 member firms in more than 150 countries and territories

• Largest professional services provider in the world (based on global revenues and headcount)

• More than nearly 264,000 employees

• More than $38.8 billion in revenues in FY17

• Serving 80 percent of the world’s largest companies (Global Fortune)



Deloitte’s Green Dot Agency

Our goal is to operate as a world-class agency, differentiate the Deloitte brand, drive Deloitte’s business priorities forward, innovate new marketing and communications solutions, and deliver distinct client experiences.

Plan

Teresa MartinManaging Director

Campaign ManagementDeloitte Services LP

Engage

Jen ChicoManaging Director

Experience DeliveryDeloitte Services LP

Create

Barbara CalauttiManaging Director

Creative DevelopmentDeloitte Services LP

Measure

Amy LewisManaging Director

Transformation Officer and Value Delivery LeaderDeloitte Services LP

Kim McNeil-DownsManaging Director

GDA LeaderDeloitte Services LP

Influence

Vince HulbertManaging Director

Public Relations and MediaDeloitte Services LP



Selecting a work management platform

As part of our agency transformation, we identified a need to spend less time managing our work product, and more time creating and delivering world-class creative work.

Client Requests

Project Planning and Workflow

Proofing, Reviews and Approvals

Visibility and Justification



Time for a change


Our key change management themes

Define success criteria

Create a multi-level core team

Frame ongoing

governance

Provide support

Lead from the top


1

3

2 4

5


Amy Lewis

Jackie Sofer

Tom Marriott

Me

Laura Stevens

Executive sponsorship


1


Lead from the topOur executive sponsorship model

Meet with executive sponsor(s) to share:

−Why project is important

−Key audiences

−Why their voice is important

−Projected efficiencies

−Timeline

−Who gets licenses

Give talking points so they can get people excited!

Ensure consistent communication

−Marketing & Communications leader monthly newsletter

−Agency transformation bi-monthly newsletter

−Intranet articles

−Workfront owner communications

−Workfront system announcements

−Workfront Wednesdays

Selection Process Implementation After launch

Identify key milestones and celebrate progress

Recognize contributors!

Call out why they should be

excited about this new way of working

Share and update timeline,

including:

−Training

−Launch dates

−Launch parties



Articles and announcements from monthly newsletters on Deloitte intranet



Lots of photos to share with our Marketing & Communications colleagues!



Implementation update article in monthly agency newsletter



Map out all of your potential

communication options and reserve space in

advance


Campaign Managers

Leadership & Sponsors

Strategic Marketing Planners (Clients)

Technology COE and ITS

Digital Marketing

PR and Internal Communications

VirtualEvents

Creative Development

In-Person Events

MarTech, Process and Analytics

Create a multi-level core team


2


Make sure to include actual system users and resource

managers in your core team, not just operational lead

representatives.


What are expectations for professionals to achieve success?

Define success criteria

Complete multi-level

training

Get work into the platform

Log in, keep work

updated


3


Rolling Out Workfront in a Remote (and Global) Environment

Training, training, training!

1

4

56

7

8

2

3

Eight regional U.S. offices plus two locations in Hyderabad, India

India

9

&

10



Training

Resource Planning

CD – Schedulers

XD – Team Leads

Deloitte Agency

Process Workfront

Training (US)

April 19 – May 10

Workfront General

System Training

March - April

Work Management

1 & 2

Los Angeles

April 19

San Francisco

April 20

Boston

April 26

New York

April 27

Rosslyn

May 1

Virtual

May 9

Atlanta

April 24

Virtual

May 10 (PM)

Charlotte

May 10 (AM)

Chicago

May 1

Virtual

May 8

Virtual

May 22 (PM)

India

June 22

India

June 21

Virtual

TBD

Team-Specific Process

Training

Campaign Management

May 29

Creative Development

May 30

Experience Delivery

May 31



Don’t be afraid to adjust your training as you go


Have a partner or training team to support you as

you implement if you have a large number of

locations and/or teams to train.


MAKE

TRAINING

FUN


Governance committee

Frame ongoing

governance

Ongoing core team meetings

Leadership updates0201

03LEAP 2018 User Conference| Managing Change in an Enterprise: How Deloitte Conquered Chaos 23Copyright © 2018 Deloitte Development LLC. All rights reserved

4


Leadership Updates

400Marketing Campaigns

2100+Marketing Projects

600+System Users


800Help

Tickets

950Completed

Projects

31K+Hours logged

Workfront has vastly improved my ability to provide exceptional service by enabling central document storage and management. Team members are reviewing materials more quickly since they no longer need to sift through emails to find files.- Lisa Goldstein, XD Events

I’ve been able to create as a custom report for our team’s resourcing calls. This report can be screen shared from Workfront; no need to manually create and update an Excel spreadsheet every two weeks.

– Audrey Jackson, CM


ROI – first year of use

Project Plan Automation

Resource Planning

Reviews & Approvals

Project Kickoff & Updates

Ad hoc report building

Time spent searching for assets

1180

860

3350

2400

2200

14300

Hours saved

$82,600

$60,095

$232,260

$165,200

$152,040

$1,000,020

$YTD

TOTAL 24290 $1,692,215



System Governance

Purpose: Acts as the platform’s leadership team that drives the decisions of process

and configuration changes, best practices and strategic direction to all groups

operating within the instance.

Activities include:

• Monthly meetings to review open requests and strategic issues

• Decisions on how to roll out and communicate change to affected teams

• Review upcoming platform releases and upgrades

• Ensure the platform direction aligns with overall strategic plans for the organization



Create your roadmap and governance items as

projects in a portfolio and use that to guide your

monthly meetings.


Workfront Wednesdays

Help desk queue

Core team support

Provide support


5


What do our users think?

I can better plan for my time now

I can see project status and team members easily

We are able to move faster through reviews

Now I can easily transfer work and cover for colleagues

Now I can use my time innovating

I’ve built stronger relationships and trust with other teams


Q&A

[email protected]

This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making anydecision or taking any action that may affect your business, you should consult a qualified professional advisor.

Deloitte shall not be responsible for any loss sustained by any person who relies on this publication.

About Deloitte

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.

Copyright © 2018 Deloitte Development LLC. All rights reserved.

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