My presentation from 2014 Dreamforce all about how software implementation is no longer a technology project, it requires organizational change. My presentation tries to draw a difference between technology implementation and technology adoption.

1. Driving Organizational
Change
@steveheye

2. The Cara Program
The Cara Program prepares and inspires motivated
individuals to break the cycle of poverty and
homelessness, transform their lives, strengthen our
communities, and forge paths to real and lasting
success.
Hello, My Name is
Steve Heye
Manager of Technology
@steveheye

3. The Cara Program
Our use of Salesforce
• NPSP for Development with Click & Pledge (with Kell Partners)
• Exponent Case Management for Student Management (with Exponent Partners)
Our Goals when we implemented Exponent Case Management on Salesforce
Move From To
Data Repository
• Transactional
• Heavy Data Entry
Workflow Management
• Enforces business process
• Informs users of needed actions
• Data driven process
Manual Know How
• Relies on staff to know next steps
System Triggers
• System knows business process and
timelines, prompts staff with specific
tasks to complete

4. Install: Y/N?
Gone are the days of insert disk A
and follow the prompt.
Flickr photo by barbourians

5. Install: Y/N?
Today.
Software has advanced to allow
us to drive it.

6. Install: Y/N?
Today.
Software has advanced to allow
us to drive it.
But that power puts the
responsibility on us.

7. Adoption Support Program
1. Initial
Assessment
2. Adoption
Planning Sessions
3. Monitoring and
Support Tools
4. Training
and Support
5. Quarterly
Assessments

8. Implementation is no longer enough, you need adoption
PLAN IMPLEMENT ADOPT
Project Management
Define Business Processes & Data
● Strategic Readiness Consulting
● Discovery
● Design
● Adoption Success Planning
Config & Development
● Config for your program
● Custom Software
Development
● Prototype Review & Feedback
● Data Assessment & Migration
Adopt & Evolve
● Deployment
● Reporting & Analytics
● Training & Coaching
● Customer Support
Service Delivery Approach from Exponent Partners

9. Adoption = Training (Right?)
FULL SOLUTION YOUR JOB PRACTICE
3 Rounds of training done with functional teams – allowed for focused agenda
Overview of System
● How it works in general
● Where everything is
● How it works together
● What is changing
Details of your procedures
● Focus on tasks of team
● Detailed steps
● Documentation
● Process driven
Homework
● Hands-on practice
● Test the system
● Understand the process flow
Wrong. Adoption is not just Training!
You have to look at Organizational Change.

10. Communication and Decision Making Business Process Power Users
Expectations Direction Involvement
• Be Realistic
• Set Goals
• Identify Risks
But the key is –
Perception is Reality
• Give it a Name
• Paint a Picture
• Report Progress
– Good and Bad
But the key is –
Plans Change, Focus
Doesn’t
• Before it starts
• Leadership
• All levels
But the key is –
Make It Meaningful
Focus on Organizational Change

11. Communication and
Decision Making
Business Process Power Users
• Early notification
• Regular information
• RACI Decision Model
(or RAPID)
NOTE: Accountability and
Authority are the keys.
• Documentation
• Know business
• Get SMEs to own it
NOTE: You are in control
• Front line staff
• On the job trainers
• First your line of support
NOTE: Choose your
Power Users Wisely.
Tactics

12. Decision Making
RACI is
R=Responsible
A=Accountable
C=Consulted
I=Informed
Select Final Vendor
Aug 26 - Select 3 finalists
Sept 9-13 - Vendor demos
Sept 27 - Select finalist
R=Mgr of Tech & Data Analyst A=CFO
C=Board Mbr, COO, Tech Advisory Board, Program Mgrs,
Network Admin, CEO, Reps from full Org
I=N/A
Narrow to 10 Vendors
July 19 - RFI responses scored
July 22-26 Review scores with ManagementTAB
July 29 - Send RFP to selected vendors
Aug 19 - RFP Responses Due
R=Mgr of Tech & Data Analyst A=CFO
C=Board Mbr, COO, Tech Advisory Board, Program Mgrs, Network Admin
I= CEO, Reps from full Org
Approve and Send Out RFI
June 17 - Final RFI
June 20 - Sent out RFI
July 15 - RFI responses due
R=Mgr of Tech & Data Analyst A=CFO
C=Board Mbr, COO, Tech Advisory Board I= Program Mgrs, Network Admin

13. Business Process
We also had text
describing each
of these steps.

14. Power Users
Input
during
discovery
and design
Early and
extra
training
across full
solution
Own the Business
Process Decision
Making, extra
permissions in
Salesforce,
maintain
documentation
Plan
Implement
Adopt

15. What is the Shift?
Less Focus on Technology
Lead by IT, Owned by Org
You Control Process, Not Software Defined