Change Management and User Adoption of an HR or Talent Management System

HRchitect understands that any human capital management system is not fully implemented until the target audience understands and is utilizing the new system to the company’s expectations. Vendors using an ASP (Application Service Provider) or SaaS (Software-as-a-Service) model, will encourage clients to get the new system up and running quickly so they can begin collecting recurring monthly subscription fees. Although it is possible to get these hosted systems up and running very quickly, be careful not to declare victory too early! Some companies begin to revert back to their old way of doing things over time and never achieve company-wide utilization of the new system. As a result, these companies may not obtain the anticipated ROI.

HRchitect has implemented dozens of systems in this hosted deployment model and has a unique understanding of what it takes to be successful. As a result, HRchitect provides the following adoption services, which can occur before, during or after system implementation:

Management Expectations
Understanding up front what management is expecting from your system is critical to your success.  Oftentimes, particularly with hosted systems which can be implemented quickly with less up-front investment, this process is eliminated to expedite the implementation process.  If management expectations are unclear and executive sponsors are not identified, projects can flounder in search of direction.

As part of HRchitect’s Strategic Planning services, our senior-level management consultants interview upper and middle management to understand and document their expectations for the new system.  We will then work with the project team to ensure that communications are directed toward management to assure that their expectations are being met.  Through our Business Process Redesign and Optimization, we work with the project team to identify key metrics and success factors and to demonstrate the ROI to management.

A key area that is often overlooked is the communication plan for the project. Many new systems do not produce the anticipated ROI due to the poor internal marketing of the system prior to, during, and following the system go-live date. Our consultants can provide you with template emails, letters and publications that help to peak user enthusiasm as well as market the benefits of the new system. Launching new self-service applications (such as employee self-service and benefit enrollment applications) to a wide casual user population can be thought of like a consumer product launch. Effective marketing collateral is critical along with tried and proven techniques like brown bag lunches, training sessions and Web-based FAQs to familiarize your users with the system.

Manager and End-User Training
While excellent training is available through most software vendors, the standard training often does not fully meet the corporate need. This can be for a variety of reasons, but mostly it is due to the lack of customization of the training. HRchitect provides additional training, which is customized to reflect your actual data and specific processes. Since we have consultants located throughout North America, we can provide on-site training services in the United States and Canada.

Please do yourself a favor and if you are implementing HR or Talent Management Software, or planning on doing so in the future, let’s have a conversation.

And remember, while we didn’t invent HR and Talent Management related software, we do make it better, more efficient, and ultimately a stronger asset to your organization and your people.

Helping you solve another piece of the puzzling world of HR Technology…

Matt Lafata, HRchitect

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