Why Technology Implementations Fail and How To Prevent It
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Transcript of Why Technology Implementations Fail and How To Prevent It
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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
#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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