1. The Black Hole of Adoption
Why HR Technology Implementations Fail
#dovetailhr

2. Dwane Lay, SPHR
Head of HR Process Design
Dovetail Software
@DwaneLay
David Lindbergh
Director of Human Resources
St. Francis Independent School District 15
#dovetailhr

3. About Dovetail
Case Management ● Knowledge Management ● Employee Self Service ● Analytics
SaaS-based HR Service Delivery Solution
#dovetailhr

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. • 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. http://xkcd.com/722/ #dovetailhr

7. 2011: $6B*
2015: $8.1B*
2012 - $189 per employee**
*Lisa Rowan, IDC
**CedarCrestone 2011–2012 HR Systems Survey White Paper
#dovetailhr

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. 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. Project Outcome
Project Inputs
#dovetailhr

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. 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. #dovetailhr

14. Stakeholder List
#dovetailhr

15. Stakeholder Analysis
#dovetailhr

16. 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 #dovetailhr

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 Incompatible
Integration 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 hire
Training 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. #dovetailhr

19. ProjectCartoon.com #dovetailhr

20. CUSTOMERS
INTERNAL
EXTERNAL
#dovetailhr

21. Voice Of the Customer (VOC)
Quality
Delivery
Cost
Service
and
Corporate
Safety
Responsibility
#dovetailhr

22. #dovetailhr

23. Freeze
Back to the Beginning
• Branding
• Process
• User expectations
Photo credit: Ruben1553 (2008) via Flickr #dovetailhr

24. #dovetailhr

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. 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 completed
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
#dovetailhr

27. #dovetailhr

28. #dovetailhr