why technology implementations fail and how to prevent it
DESCRIPTION
Adoption and implementation is far less about the technology than it is the people, the process, and understanding your own organization. This session reviews the most common reasons implementations fail, and simple steps technology owners can take to support early adoption and long term usage.TRANSCRIPT
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The Black Hole of Adoption Why HR Technology Implementations Fail
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Dwane Lay, SPHR Head of HR Process Design
Dovetail Software @DwaneLay
David Lindbergh Director of Human Resources
St. Francis Independent School District 15
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About Dovetail Case Management ● Knowledge Management ● Employee Self Service ● Analytics
SaaS-based HR Service Delivery Solution
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About Dovetail
• Highly configurable Case Management Solution • Nearly 20 years of experience • Legacy of customer service and support
platforms • SaaS environment that provides flexibility,
speed and responsiveness • Build a world class Service Delivery platform
that changes the way HR operates
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• Covers 165 square miles in northern Anoka County and southern Isanti County.
• Educates more than 5,000 students and employs more than 800 staff members.
• Teachers blend solid teaching methods with innovative and cutting-edge technology
• 900+ iPads, 150+ SMART Boards
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#dovetailhr http://xkcd.com/722/
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2011: $6B* 2015: $8.1B*
*Lisa Rowan, IDC **CedarCrestone 2011–2012 HR Systems Survey White Paper
2012 - $189 per employee**
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Lewinian* Change Cycle
Unfreeze – Impetus for change Move – Transition out and in Freeze – New normal
*Kurt Lewin: Field Theory in Social Science. 1951, New York: Harper & Row
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Measuring What Matters
• Adoption Rates – Focused Users – Employee Base – Functional Impact
• Usage – Time in Application – Login Tracking – Data Changes
• Data Quality – Built-in References – Data Completion – Correction Rates
• Business Impact – Reduced Admin Work – Process Improvements – Throughput
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Project Inputs
Project Outcome
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Y to X Tree
Secondary Objec.ve
Secondary Objec.ve
Y X – Level 1 X – Level 2
Secondary Objec.ve
Primary Objec.ve
Goal
Goal
Goal
Goal
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Y to X Tree
Cost of Ownership
Implementa.on
Y X – Level 1 X – Level 2
Vendor Rela.onship
HRIS Replacement
Ease of Integra.on
Ample Training
Robust Func.onality
Low Complexity
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Stakeholder List
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Stakeholder Analysis
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Not this simple…
Unfreeze – Impetus for change A system at rest will tend to stay at rest until a force is applied
Image credit: Forbes.com
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Failure Mode Effects Analysis
1 2 3 4 5 6 7 8 9
Part/Process Failure Mode Failure Effects
Severity [1 - 10] Causes Frequency
[1 - 10] Controls Prob of
Detection [1 - 10]
RPN [1 - 1000]
(Sev * Freq * Prob)
Integration Lack of Data Loss of Function 9 Incompatible
Systems 4 Full Review 9 72
Lack of Data Loss of Function 7 Missing Info 8 Data Owner 9 112
Training Missed EEs Lack of Knowledge 5 New hires 3 New hire
report 2 30
Missed EEs Low Adoption 4 Poor
communication 5 Testing 5 100
Failed Execution
Lack of Knowledge 5 Poor Trainer 1 References 2 10
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CUSTOMERS
INTERNAL EXTERNAL
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Voice Of the Customer (VOC)
Quality Delivery
Cost
Service and Safety
Corporate Responsibility
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Freeze
Back to the Beginning • Branding • Process • User expectations
Photo credit: Ruben1553 (2008) via Flickr
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BEGINNING IMPROVING SUCCEEDING LEADING
Transformation Roadmap
Year One Standardiza;on
Year Two Stabliza;on
Year Three Integra;on
Year Four Accelera;on
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R Responsible to perform the task A Accountable for the task being completed C Consulted with prior to the activity being performed I Informed that the task has been completed
RACI
Step Task R A C I 1 Create Project Charter D, JK JK TS,
MO 2 Distribute Charter for comments JK JK DJ, TS 3 Schedule approval meeting DJ, JK JK TS 4 Lead approval meeting JK, TS TS 5 Schedule project kickoff session DJ JK TS TS 6 Distribute approved Charter DJ TS JK,
MO
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