Change Management - The Odoo Implementation Methodology!
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This document discusses managing change within an organization. It provides a process for managing change that includes preparing for change through planning, onboarding people and defining a strategy. It also discusses implementing change through communication, training, celebrating successes and providing support. The goal is to manage expectations, keep momentum and help people feel comfortable with the coming changes.
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Change Management - The Odoo Implementation Methodology!
- 4. Small?
- 6. Large?
- 8. SATISFACTION TIME None Presales Kickoff Implementation Go Live Production Initial state SATISFACTION&PERFORMANCE
- 10. Audit Support Qualification ROI Analysis Phase validation End users training Go Live! POC Budget Planning ROI Methodology Phase cycles Customer Validation Project Kick-off Validation Testing Validation Design Analysis refinement Realization Configuration Development Data migration ProjectSales Post-production Change requests Functional & Technical Support ROI Analysis Risks Communication Training
- 11. How Impacted? …was the company in the past
- 12. How Impactful? ...is the coming change
- 14. | 14 Manage Expectations Keep momentum & motivation Involve your employees Align Management Define a strategy Demonstrate Sponsorship Reassure the organization
- 15. Audit Risks Support Qualification Phase validation End users training Go Live! Phase cycles Customer Validation Project Kick-off Validation Testing Validation Design Analysis refinement Realization Configuration Development Data migration ProjectSales Post-production Change requests Functional & Technical Support ROI Analysis Project Kick-off Prepare For change Training Communication
- 16. Plan & Onboard
- 17. Audit Risks Support Qualification Phase validation End users training Go Live! Phase cycles Customer Validation Validation Testing Validation Design Analysis refinement Realization Configuration Development Data migration ProjectSales Post-production Change requests Functional & Technical Support ROI Analysis Change Implementation Communication strategy Phase cycles Training Communication Project Kick-off Prepare For change
- 18. Act as a leader The best way to lead people into the future is to connect with them deeply in the present
- 19. Face resistance People don’t resist change, they resist being changed
- 20. Send the right message All communication must lead to change
- 21. Make them feel at home You are about to replace their work tool!
- 22. Audit Risks Support Qualification Phase validation End users training Go Live! Customer Validation ProjectSales Post-production Change requests Functional & Technical Support ROI Analysis Training Communication Change Implementation Communication strategy Phase cycles Project Kick-off Prepare For change Go Live! Celebrate successes
- 23. Don’t fear change, embrace it!
- 24. Go Live! Celebrate successes Audit Risks Support Qualification Customer Validation Sales Post-production Change requests Functional & Technical Support ROI Analysis Reinforce Support Training Communication Phase validation End users training Project Change Implementation Communication strategy Phase cycles Project Kick-off Prepare For change
- 25. React quickly This is how you play tennis without a net!
- 26. Think outside the box Your customer’s company culture is your best ally!
- 27. Thank You
Editor's Notes
- CVI Have you heard the story of this project team who made an amazing job implementing Odoo? Honestly, everything was perfect: the right people, at the right moment making the right decisions. But you know what? The go live was a complete disaster… And this is what we’re going to talk about today.
- Hi there, my name is Catherine Vieslet and I’m Head of Business Services here at Odoo BE HOA And my name is Aline Hofmans. I am business advisor for the Mid Market and Corporate department. We are here today to discuss about the management of the change. Change is happening all the time in an organization. It could be new initiatives to improve performance, increase profits, enhance a competitive advantages or it could be the implementation of methodology like Odoo. Undertaking this kind of initiative requires changes. Changes in the processes, in the roles, in the organizational structure. However, it is actually the employees of your organization who have to ultimately change how they do their jobs. If these individuals are unsuccessful in their personal transitions, if they don’t embrace and learn a new way of working, the initiative will fail. While if employees embrace and adopt changes required by the initiative, it will deliver the expected results. Change management then involves creating a customized plan for ensuring impacted employees receive the awareness, leadership, coaching, and training they need in order to change successfully. With more than 1000 project delivered per year, we know well how crucial the change management is in order to deliver the expected outcome. Today, we will share with you some of our secrets to manage change while implementing Odoo
- CVI No matter the size of your customer’s company. Is it small?
- CVI Is it middle-sized?
- CVI Or the largest company in the world. They all have at least one thing in common: they have people working for them! And those people need a warm up before the big change coming soon
- CVI We always summarize the Odoo Methodology by saying that what actually matters is: Onboard users on time and on budget Today, we will focus on the “Onboard users” part of our methodology
- CVI : You probably already know this graph showing you the evolution of the customer satisfaction throughout a project. For the purpose of this presentation, we’re going to talk about Satisfaction because it shows the evolution of people’s motivation Performance because this is actually what we aim to maintain and grow by implementing any change. HOA: Starting from your customer initial level of satisfaction, there are 3 option None HOA : Imagine a company that doesn’t plan any change management action : if there is no change manage strategy, activities or tools in place the performance of your organization will be way lower than it iwas in the initial state. Indeed, employees are not aware why the change needs to happen, how they will be impacted and they don’t know how to change. The initiative will fail Reactive CVI: OR a company that starts communicating and addressing the frustration issues as soon as their notice them. Any plan that would be implemented would be purely reactive. The end-users level of motivation would be clearly impacted throughout the implementation and coming back to the initial state will already be a challenge. Proactive HOA: The best way to manage the change is to adopt a proactive change implementation starting in the early days of your project. When we are implementing Odoo at our clients, we make sure that effective strategies are in place to proactively manage change. Of course, in the few days after the implementation the performance will slighty decrease because people still need to master the new tool but quickly, you can expect a return on the equilibrum and improved performance in your organization.
- To perfectly accept and participate to any change popping up in there life, people need 2 main things: Understand why the change is required : the case for change (communication) Knowing technically how it will work after the change happened (training)
- CVI Now, let’s talk concretely about how it works while we implement Odoo This diagram summarize the way we conduct our project following the Odoo Implementation Methodology We usually say that the project start already at the pre-sales stage.This is true for the change management as well. And at this stage, we take completely the lead. While they’re performing the ROI Analysis, the pre-sales analysts meet a lot of different people (end users, managers, etc.) giving them the opportunity to have an impact. It’s also a good moment to show Odoo and already reassure the future end-users. The ROI Analysis is also the moment to get important information like: The risks related to the tool change Their needs in terms of training The kind of communication required in this particular context
- HOA In the audit phase, the first question we are trying to answer is : “ how impacted” was the company in the past. 2 big aspects are covered : The capacity for change (meaning the number of projects conducted in the past in the company and the residual effects of past changes wheterer they work in in favor of your project or make it more difficult. So during the interviews, our presales consultant will ask how many projects in the past and identify key elements that were crucial in the success of the last project, what could be reused, missing or what could be improved. They could asked about the quality of the communication, of the training on the last initiatives and if past project were delivered on time, on budget, on scope.
- HOA Once we know in which environment we are moving, it will also be important to assess what is changing in the organization. Putting in place a new ERP while everything was paper based before may have more impacts than only replacing old ERP systems. The business processes will have to be reviewed, leading potentially to new roles and responsibilities. When you are building your change management strategy, a first assessment of the change is crucial. The goal is to determine which impact the change will have on 5 different aspects : The processes, the organization, the technology, the culture and strategy and the roles. The more impact the change will have on these aspects, the greater the risk. Are new jobs or positions going to be created as part of this project? (Organization) Will your role change because of this project? Will you have more responsibilities. How do you feel about that ? (Roles) Are you replacing an old technology or are you introducing a technology in a paper-based project? (Technology) How familiar are people with the technology currently used (Technology) What is the average age of the future users of the system? Are they technology-savvy? (Technology) To which extend the strategy and the culture will change (Culture / Strategy)
- To identify who will be your sponsors (mostly stakeholders very enthusiastic and with a huge influence in the company) To anticipate potential resistance and know how to address it To build the communication plan and to know which messages should be addressed to who and who will be the messenger. To identify your change ambassadors Take the opportunity to understand also what are the concerns of the resistant persons. It will be useful to build your communication and training plans. Ask your interviewees what could be the potential actions that could be taken in order to prevent a group of stakeholders to be resistant.
- HOA The audit will help us to build the change management strategy. Thanks to the climate for change, we identified what could be reused or improved from the past. The assessment of the impact helps us to identify how big is the change and how risky is the project. Identifying stakeholders helps us to The change management strategy is a plan with all the guidelines and actions that will need to be taken in order to manage effectivey and proactively the change. There are many aspects that will need to be adressed : Managing the expectations : what will be the impact on the roles, the business processes, the scope Keep momentum and motivation : share quick wins, communicate frequently, answer questions, Reassure the organization : inform regularly on status & progess, reassure the employees about the “What’s in for me?”, Communicate on the impact on the roles, workload, skills, elaborate a training plan Involve your employees : Give the possibility to your employees to act as change agent Involve end-user during the UAT, send survey after UAT, Training, Go-Live Align management : Common agreement on goals, define KPIs, speak with one voice Demonstrate sponsorship : active role and central in communication
- CVI Now, the customer accepted to start the project, it’s time to kick the project off! It’s also time to introduce the changement management strategy defined with the SPoC during the Kickoff preparation.
- CVI The Kick off is the best moment to align and onboard the project team on the change management strategy And never forget that a good plan is aligned with the company culture. Send gif because people are gonna find it funny, not because it’s in the plan. We expose the plan, make sure that everybody knows what to do and when both in terms of communication during the implementation and in terms of training. That’s when your customer’s project team starts communicating and warming up their employees At this stage, your customer takes the lead and we slip progressively towards a support role.
- CVI Now the implementation is ongoing. All our energy is focused on delivering the best solution (this is our expertise). In terms of change management, your customer is supposed to implement their communication strategy and to prepare the end-users training. Our role, at this stage is to check regularly that everything is going well (during the steering committees or project meetings, for instance) During this phase, there are 4 valuable tips to repeat regularly to your customer.
- A good sponsor will allocate resources A good sponsor creates alignment Sponsors & leaders communicate correctly. Leaders and sponsors should be reachable. It’s essential to identify the list of the responsibilities leaders and sponsors will have in the project in order to correctly identify the right persons for the jobs.
- CVI Biggest mistake: exclude resistant people from the project. HOA : Cath, do you tips for our us to manage resistance ? CVI Don’t leave them behind: Involve them as early as possible in the project Prefer direct and open communication rather than written communication If possible, give them responsibilities: they might become the strongest sponsors by the time More globally to avoid the whole organization to become resistant: Reward, reward, reward: When people are nervous, recognition is golden Create the momentum: Communicate regularly about your enthusiasm and the project successes.
- Effective communication will promote awareness and understanding of why the change is necessary. Multiple forms of communication should be spread by multiple senders. It’s crucial to build the communication plan before the project starts to identify all opportunities and moments to share any important information. The communication plan articulates key messages that need to go to various impacted audiences. It also highlights who will send the message and when, ensuring employees are hearing messages about the change from the people who have credibility with them and at the right time (change management ambassadors, sponsors,…). The communication plan will be adapted throughout the project. CVI: But Aline, what should we take care of when we communicate? HOA: Le contenu: Why? What are the risks? What’s in for me? How? Different channels (F2F, newsletter, surveys to assess, FAQ, videos, etc.) => Chacun doit remplir un objectif (le but c’est pas de noyer les gens sous trop de com) How much: As much as required Who? Anyone who believes in your project (PL, SPOC, etc.)
- CVI On the D-day, all your customer’s employees must be ready to start using Odoo HOA : Which are the critical aspects in the training phase? Choose the right format based on your culture: eLearning, classroom sessions Choose who’s the best trainer: Odoo vs. Customer => We prefer the train the trainer approach (it’s better to be trained by a colleague than by a complete stranger) Create the momentum: that’s an important step we should point out! Remind them why this change is positive FOR THEM! Make it funnier: Quizz, videos, quick reference card
- CVI It’s the Go Live day. Translating it in change management: It’s party time!
- CVI It’s time to celebrate and reward: It’s a big moment for the whole project team! The sponsors congratulate them for the great achievement! People need to be encourage: Today is the beginning of the rest of their life! The whole project team is there to support them! At the end of the first day: Have a drink! Everybody survived!
- CVI It’s now time for the post-production. In terms of change management, we completely disappear, the customer runs they strategy on their own. But Aline, what’s important at this stage?
- HOA
- CVI We just briefly pitched you the way to manage the change throughout an Odoo implementation If you had to remember something from this talk, that should be: Proactivity is key Your strategy must be aligned with the company culture
- Thanks for your attention We hope you enjoyed the online version of the Odoo Experience Now, if you have question, please join our Q&A session.