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Successful HR Technology
Implementations Demystified
80 Page Research Report
Want a copy? Please email me.
Agenda
Map of the HCM Software Market
Successful Implementations
7 Points of Satisfaction
User Adoption
Q & A
Map of the HCM Software Market
Map of the HCM Software Market
Benefits
Management
Case
Management
Employee
Communications
HR & Employee
Analytics
HR Info...
Successful Implementations
Elements of Implementation
Project Mission
Contract
Implementation Team(s)
Management Involvement
Implementation Project
T...
Transformational
Reference Checking
Managing Expectations
Implementation Team
Change Orders
Ask the vendor for an estimate of costs involved 38%
Offer to participate in the Customer Advisory Board 15%...
Data Migration
Worked With Vendor 56%
Vendor Did It All 29%
Spreadsheets 29%
Software Auto Import 21%
We Did It All 9%
API...
A Good Implementation Plan Is…
The Project Schedule (a detailed definition of project
tasks and their relationship to each...
Why Projects Go Off Track
It Never Happened 34%
Confused Communications 14%
Misunderstood Requirements 14%
Vendor Delays 1...
Implementation Checklist
Project Mission
The project mission drives success. Transformational Implementation Projects
make...
Implementation Checklist, Cont.
Training
Once the software is in place, the primary interaction between the
Implementation...
7 Points of Satisfaction
Product
Does it do what they said it would?
Sales
Would you purchase from them again?
Negotiation
Was it fair?
Implementat...
Product
How do we do this now?
Is my process right and my product wrong?
What features are really important to us?
What re...
Sales
How am I being treated?
Do I feel like I’m being over-sold?
Have they done significant work in my industry /
vertica...
Negotiation
How does the vendor make money?
Specifically.
Am I giving up things (features / reporting) that
are important ...
Implementation
Can I meet my implementation team before I
sign the contract?
How fast will we get into the software?
How a...
Training
How do we successfully onboard new users?
Will all users be trained the way they want to be
trained?
How will we ...
Adoption
How will we get users to “love” the new
software?
How will we know if they don’t?
Who owns user adoption?
Do you ...
Support
How do you handle help desk items versus
things that are broken?
Do they answer the phone?
Do they meet you where ...
Peer Review Questions
Product
Does it do what they said it would?
Sales
Would you purchase from them again?
Negotiation
Wa...
User Adoption
Starting Off…
How will we get users to “love” the new
software?
How will we know if they don’t?
Who owns user adoption?
Wh...
Training
What Is Important For Us To Teach?
What Is Important For Us To Learn?
What Content Should Be Delivered?
How Shoul...
Onboarding
Change Hurts
Treat Users Humanely
Make Users Feel Special
Create Excitement For The “New Way”
What Are The Tact...
Remember…
"a feature is not a feature
unless users use said
feature"
Thank You
William Tincup, SPHR, SHRM SCP
Tincup & Co.
Email = william@tincup.com
Mobile = 469-371-7050
Twitter = @williamt...
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Successful HR Technology Implementations Demystified

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Successful HR Technology Implementations Demystified

  1. 1. Successful HR Technology Implementations Demystified
  2. 2. 80 Page Research Report Want a copy? Please email me.
  3. 3. Agenda Map of the HCM Software Market Successful Implementations 7 Points of Satisfaction User Adoption Q & A
  4. 4. Map of the HCM Software Market
  5. 5. Map of the HCM Software Market Benefits Management Case Management Employee Communications HR & Employee Analytics HR Information Systems Payroll Technology Employee Scheduling Time & Attendance Timeclocks Workforce Management 401K / Pension Management Leadership Assessment Compensation Management Competency Management Employment Branding Succession Management Workforce Planning Employee Advocacy Career Development Organizational Charting Performance Management Candidate Assessment & Testing Applicant Tracking Candidate Relationship Management Employment Website Sourcing Technology Video Interviewing Recruiting Operations Employee Referrals Candidate Screening Contingency Workforce Management Employee Feedback Career Mobility Collaboration Technology Engagement Tools Learning Management Onboarding Technology Total Rewards (Recognition) Wellness Management Outplacement & Alumni Technology Coaching & Mentoring Technology Payroll & Records Talent Strategy & Planning Sourcing & Recruiting Talent Management & Development
  6. 6. Successful Implementations
  7. 7. Elements of Implementation Project Mission Contract Implementation Team(s) Management Involvement Implementation Project Training The Inevitable Disaster Acceptance (Sign Off) User Satisfaction
  8. 8. Transformational
  9. 9. Reference Checking
  10. 10. Managing Expectations
  11. 11. Implementation Team
  12. 12. Change Orders Ask the vendor for an estimate of costs involved 38% Offer to participate in the Customer Advisory Board 15% Organize other users to demand a change 15% Embed the problem in the contract renewal process 14% Use other forms of leverage 9% Say “We thought we paid for that.” 5% Call in a favor or two from the vendor 4%
  13. 13. Data Migration Worked With Vendor 56% Vendor Did It All 29% Spreadsheets 29% Software Auto Import 21% We Did It All 9% API 8%
  14. 14. A Good Implementation Plan Is… The Project Schedule (a detailed definition of project tasks and their relationship to each other) The Budget (hard and soft cost elements) The Project Scope (the contract SOW plus internal work) Work Assignments (team members and their roles) Risks and Risk Mitigation
  15. 15. Why Projects Go Off Track It Never Happened 34% Confused Communications 14% Misunderstood Requirements 14% Vendor Delays 12% Software Deficiencies 10% Insufficient Staffing 7% Change Management Problems 7% Insufficient Budget 4%
  16. 16. Implementation Checklist Project Mission The project mission drives success. Transformational Implementation Projects make up the lion’s share of success stories. The transformation of your organization is an inside job. Contract Implementation begins before the contract is signed. Implementation Team(s) Both the vendor and the practitioner should have at least one Implementation Team. Management Involvement Every successful Implementation Project has some level of management support. It ranges from a passive reporting relationship to hands on day to day involvement. Implementation Project This includes configuring, customizing, installing, testing, modifying, and updating the software. When the project is Transformative it also includes other elements of workflow modification and organization redesign.
  17. 17. Implementation Checklist, Cont. Training Once the software is in place, the primary interaction between the Implementation Teams and the community of users (practitioners, their managers and company employees) is instruction (to varying degrees) in the use and maintenance of the system. The Inevitable Disaster Most successful Implementations go through a period when the project goes awry. A significant subset, about 32%, don’t have major problems, but 68% do. So, smart planning should include how to deal with likely delays and problems. Acceptance (Sign Off) In theory, Implementation is complete when the requirements of the vendor’s contract have been met. User Satisfaction There is a bit of disconnect between software buyers and their management. Both users and executives see User Satisfaction as a better indicator of project completion. There is generally a lag between the Acceptance and optimal system performance.
  18. 18. 7 Points of Satisfaction
  19. 19. Product Does it do what they said it would? Sales Would you purchase from them again? Negotiation Was it fair? Implementation How did it go? Training Did they train everyone? Adoption Are employees using the technology? Support Are they there for you?
  20. 20. Product How do we do this now? Is my process right and my product wrong? What features are really important to us? What reports are really important to us? What else does this product need to be connected to (data portability)? What insights will be created with this new product?
  21. 21. Sales How am I being treated? Do I feel like I’m being over-sold? Have they done significant work in my industry / vertical market? Did the demo meet my expectations or exceed my expectations? Do they have significant case studies? Are references easily provided?
  22. 22. Negotiation How does the vendor make money? Specifically. Am I giving up things (features / reporting) that are important to me? Any last minute surprises? Who owns the data? How easily can you get out of the contract? Is the implementation fixed or variable cost?
  23. 23. Implementation Can I meet my implementation team before I sign the contract? How fast will we get into the software? How are we going to manage change? How are we going to communicate software change to all users / employees? How will we define success for the implementation? (speed, quality, NPS)
  24. 24. Training How do we successfully onboard new users? Will all users be trained the way they want to be trained? How will we assess for learning styles? How will we assess for learning differences? Ask the vendor to describe training best practices they use with other clients?
  25. 25. Adoption How will we get users to “love” the new software? How will we know if they don’t? Who owns user adoption? Do you provide any usage, consumption and/or adoption metrics? Ask the vendor to describe user adoption best practices they use with other clients?
  26. 26. Support How do you handle help desk items versus things that are broken? Do they answer the phone? Do they meet you where you are? Are they proactive or reactive? Do they charge for support? Ask the vendor to describe support best practices they use with other clients?
  27. 27. Peer Review Questions Product Does it do what they said it would? Sales Would you purchase from them again? Negotiation Was it fair? Implementation How did it go? Training Did they train everyone? Adoption Are employees using the technology? Support Are they there for you?
  28. 28. User Adoption
  29. 29. Starting Off… How will we get users to “love” the new software? How will we know if they don’t? Who owns user adoption? What do adoption metrics look like? What do adoption best practices look like?
  30. 30. Training What Is Important For Us To Teach? What Is Important For Us To Learn? What Content Should Be Delivered? How Should Content Be Delivered? How Will We Internally Share Best Practices? Ultimately, How Do We Train For The “New Way” Things Will Be Done? Partner To Create Training That Is Fun And Informative
  31. 31. Onboarding Change Hurts Treat Users Humanely Make Users Feel Special Create Excitement For The “New Way” What Are The Tactical Goals What Are The Strategic Goals Hold Group & Individual Meetings
  32. 32. Remember… "a feature is not a feature unless users use said feature"
  33. 33. Thank You William Tincup, SPHR, SHRM SCP Tincup & Co. Email = william@tincup.com Mobile = 469-371-7050 Twitter = @williamtincup Instagram = @williamtincup LinkedIn = linkedin.com/in/tincup Facebook = facebook.com/tincup Skype = williamtincup

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