The Black Hole of AdoptionWhy HR Technology Implementations Fail                                         #dovetailhr
Dwane Lay, SPHR                                             Head of HR Process Design                                     ...
About DovetailCase Management ● Knowledge Management ● Employee Self Service ● Analytics                   SaaS-based HR S...
About Dovetail•  Highly configurable Case Management Solution•  Nearly 20 years of experience•  Legacy of customer service...
•  Covers 165 square miles in northern Anoka   County and southern Isanti County.•  Educates more than 5,000 students and ...
http://xkcd.com/722/   #dovetailhr
2011: $6B*      2015: $8.1B*      2012 - $189 per employee***Lisa Rowan, IDC**CedarCrestone 2011–2012 HR Systems Survey Wh...
Lewinian* Change Cycle                 Unfreeze – Impetus for change                 Move – Transition out and in         ...
Measuring What Matters•  Adoption Rates        •  Data Quality – Focused Users          – Built-in References – Employee B...
Project Outcome                  Project Inputs                              #dovetailhr
Y to X Tree           Y	               X	  –	  Level	  1	         X	  –	  Level	  2	                            Secondary	...
Y to X Tree          Y	                X	  –	  Level	  1	         X	  –	  Level	  2	                            Cost	  of	...
#dovetailhr
Stakeholder List                   #dovetailhr
Stakeholder Analysis                       #dovetailhr
Not this simple…                           Unfreeze – Impetus for                           change                        ...
Failure Mode Effects Analysis      1               2              3         4              5             6             7  ...
#dovetailhr
ProjectCartoon.com   #dovetailhr
CUSTOMERS	  INTERNAL	           EXTERNAL	                                      #dovetailhr
Voice Of the Customer (VOC)        Quality	                       Delivery	                            Cost	       Service...
#dovetailhr
Freeze     Back to the Beginning     •  Branding     •  Process     •  User expectationsPhoto credit: Ruben1553 (2008) via...
#dovetailhr
Transformation Roadmap   BEGINNING	        IMPROVING	       SUCCEEDING	         LEADING	     Year	  One	  Standardiza;on	 ...
RACI       R      Responsible to perform the task       A      Accountable for the task being completed       C      Consu...
#dovetailhr
#dovetailhr
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Why Technology Implementations Fail and How To Prevent It

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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.

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Why Technology Implementations Fail and How To Prevent It

  1. 1. The Black Hole of AdoptionWhy HR Technology Implementations Fail #dovetailhr
  2. 2. Dwane Lay, SPHR Head of HR Process Design Dovetail Software @DwaneLay David Lindbergh Director of Human ResourcesSt. Francis Independent School District 15 #dovetailhr
  3. 3. About DovetailCase Management ● Knowledge Management ● Employee Self Service ● Analytics SaaS-based HR Service Delivery Solution #dovetailhr
  4. 4. 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 #dovetailhr
  5. 5. •  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
  6. 6. http://xkcd.com/722/ #dovetailhr
  7. 7. 2011: $6B* 2015: $8.1B* 2012 - $189 per employee***Lisa Rowan, IDC**CedarCrestone 2011–2012 HR Systems Survey White Paper #dovetailhr
  8. 8. 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 #dovetailhr
  9. 9. Measuring What Matters•  Adoption Rates •  Data Quality – Focused Users – Built-in References – Employee Base – Data Completion – Functional Impact – Correction Rates•  Usage •  Business Impact – Time in Application – Reduced Admin Work – Login Tracking – Process Improvements – Data Changes – Throughput #dovetailhr
  10. 10. Project Outcome Project Inputs #dovetailhr
  11. 11. Y to X Tree Y   X  –  Level  1   X  –  Level  2   Secondary  Objec.ve   Goal   Goal  Primary  Objec.ve   Secondary  Objec.ve   Goal   Secondary  Objec.ve   Goal   #dovetailhr
  12. 12. Y to X Tree Y   X  –  Level  1   X  –  Level  2   Cost  of  Ownership   Robust  Func.onality   Low  Complexity  HRIS  Replacement   Implementa.on   Ease  of  Integra.on   Vendor  Rela.onship   Ample  Training   #dovetailhr
  13. 13. #dovetailhr
  14. 14. Stakeholder List #dovetailhr
  15. 15. Stakeholder Analysis #dovetailhr
  16. 16. Not this simple… Unfreeze – Impetus for change A system at rest will tend to stay at rest until a force is appliedImage credit: Forbes.com #dovetailhr
  17. 17. Failure Mode Effects Analysis 1 2 3 4 5 6 7 8 9 RPN [1 - Prob of Failure Severity Frequency 1000] Part/Process Failure Mode Causes Controls Detection Effects [1 - 10] [1 - 10] (Sev * Freq * [1 - 10] Prob) Loss of IncompatibleIntegration Lack of Data 9 4 Full Review 9 72 Function Systems Loss of Lack of Data 7 Missing Info 8 Data Owner 9 112 Function Lack of New hireTraining Missed EEs 5 New hires 3 2 30 Knowledge report Low Poor Missed EEs 4 5 Testing 5 100 Adoption communication Failed Lack of 5 Poor Trainer 1 References 2 10 Execution Knowledge #dovetailhr
  18. 18. #dovetailhr
  19. 19. ProjectCartoon.com #dovetailhr
  20. 20. CUSTOMERS  INTERNAL   EXTERNAL   #dovetailhr
  21. 21. Voice Of the Customer (VOC) Quality   Delivery   Cost   Service  and   Corporate   Safety   Responsibility   #dovetailhr
  22. 22. #dovetailhr
  23. 23. Freeze Back to the Beginning •  Branding •  Process •  User expectationsPhoto credit: Ruben1553 (2008) via Flickr #dovetailhr
  24. 24. #dovetailhr
  25. 25. Transformation Roadmap BEGINNING   IMPROVING   SUCCEEDING   LEADING   Year  One  Standardiza;on   Year  Two   Stabliza;on   Year  Three   Integra;on   Year  Four   Accelera;on   #dovetailhr
  26. 26. RACI 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 completedStep 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 #dovetailhr
  27. 27. #dovetailhr
  28. 28. #dovetailhr

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