Challenges and lessons learnt deploying Microsoft Dynamics CRM during organisational change at the British Red Cross, one of the largest and oldest volunteer organisations in the world.
State of the Smart Building Startup Landscape 2024!
Delivering CRM During Times of Change
1. Welcome to YOUR Community!
London, UK Chapter Meeting
13th July
2. (B)RM at The British Red
Cross
Delivering CRM During Times of Change
Kashif Shabir – Programme Manager
Richard Allen – Applications Manager
3. The Red Cross Movement
Battle of Solferino, 1859
"Would it not be possible, in time of peace and
quiet, to form relief societies for the purpose of
having care given to the wounded in wartime
by zealous, devoted and thoroughly qualified
volunteers?“
- Henry Dunant, 1863
7. The Challenge…
o Regional ways of working and cultures
o Very different service needs
o ‘Reshaping our Work’ – change upon change
o Single version of requirements
o Continuous ‘agile’ development
o Balancing priorities and objectives of BRM
o Expense
8. A Change In Approach..
oBespoke systems for services
oCentral reporting platform
oLeverage new organisational structure
oClarify purpose
oProject Governance & restructure
oRevise & embed change plan
11. 6 Months Later…
oConfigured and deployed solutions:
o Ambulance Support
o Independent Living/Support at home
o Education
oTrained over 1000 end-users
oCentral reporting platform for UK Services
12. Takeaways
oRemind and share purpose
oChallenged How not Why…
oEngage & Delegate
oNot always ‘Agile’
oAccountability
oSingle version of the truth
CRM to BRM…
Challenges and lessons learnt deploying CRM solutions during organisational change.
Agile team building and approach
Building trusted relationships to extend your project teams
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Part of International Red Cross & Red Crescent Movement started in 1863.
Volunteer based national relief agencies, who will provide medical services to those impacted by war.
British Red Cross formed in 1870 during outbreak of France and Prussia war.
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Independent national societies bound together by fundamental principles of Humanity, Impartiality, Neutrality, Independence, Voluntary Service, Unity and Universality.
ICRC:17 million volunteers, 190 countries, £24 billion (2012)
150 million people impacted globally (2012)
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BRC: 4k staff, 21k volunteers, £275 million income (2015)
Restoring Family Links and Refugee Support
Emergency First Aid & Ambulance Support
Independent Living & Social Support
Mobility Aids
Emergency Response UK/International
Protecting People in Conflict
Grenfallvictim support rest centres/Manchester Fund/ London Fund – coordinated fundraising
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Joined the Red Cross as BRM Programme Manager from Oxfam and Nokia.
National restructure of organisation from regionally managed to nationally managed service lines.
Share experiencebetween commercial and charity work and similarities of challenges.
Initial need for better reporting on reach and impact across all services…one system for all !
Broad & Shallow became Narrow & Deep…deeper
Highly customised solution for very different services
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Explain ROW, Team reviews, people losing/moving rolesetc
Expensiveresources overused due to no single version of requirements
Re-work very quickly but was expensive to do that
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So much more we could do withoutusing code, new versions offered allot more opportunity then previous generic versions.
Explain the jargon…PMO/IDT/
Strict out-of-the-box functionality with approved used of code only
Restructure and extend team with ID&T,Comms& PMO teams
Outsource reporting solution
Incorporatechange and communications plans into training,commsand project plan
Clarify purpose = simple use/change will lead to better reporting eventually
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Plan on a page
Important milestones
Reviewed weekly in widerteam meetings
Shared on governance boards
Service representatives in eachworkstreamwith IT,Comms, training, testing and post go live activities
Combine people, process and technological change…manage resistance to change
10
Somethingthat we will build upon/agile development for wider BRC
Trust– get back on side…as important is delivering the. Listening, engaging wider audiences. All other dependent on them…
Delivered working central data platform for UK operations data warehouse built on Azure
Load mechanisms and dashboards for RS and EFA services
Role based Self-Service reporting capability for managers
Scalable cloud based managed service
11
Remember and share the purpose
Challenged How not Why…
Engage those that want to help…reaching out to other teams
Delegation
Not always ‘Agile’
Create stable version to build upon
Sign-off & accountability
Single version of the truth
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Embedding change
Cultural & Technical
Measures
Training Design & Plan
Phasing Technical and Ways of Working
Transition to BAU
Technical documentation
Training
Involved in the process/transition
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