Successful HR Technology Implementations Demystified

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Agenda

Map of the HCM Software MarketSuccessful Implementations7 Points of SatisfactionUser AdoptionQ & A

Map of the HCM Software Market

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

Successful Implementations

Elements of Implementation

Project MissionContractImplementation Team(s)Management InvolvementImplementation ProjectTrainingThe Inevitable DisasterAcceptance (Sign Off)User Satisfaction

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%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%

Data Migration

Worked With Vendor 56%Vendor Did It All 29%Spreadsheets 29%Software Auto Import 21%We Did It All 9%API 8%

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

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%

Implementation Checklist

Project MissionThe 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.

ContractImplementation begins before the contract is signed.

Implementation Team(s)Both the vendor and the practitioner should have at least one Implementation Team.

Management InvolvementEvery successful Implementation Project has some level of management support. It ranges from a passive reporting relationship to hands on day to day involvement.

Implementation ProjectThis 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.

Implementation Checklist, Cont.

TrainingOnce 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 DisasterMost 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 SatisfactionThere 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.

7 Points of Satisfaction

ProductDoes it do what they said it would?

SalesWould you purchase from them again?

NegotiationWas it fair?

ImplementationHow did it go?

TrainingDid they train everyone?

AdoptionAre employees using the technology?

SupportAre they there for you?

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?

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?

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?

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)

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?

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?

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?

Peer Review Questions ProductDoes it do what they said it would?

SalesWould you purchase from them again?

NegotiationWas it fair?

ImplementationHow did it go?

TrainingDid they train everyone?

AdoptionAre employees using the technology?

SupportAre they there for you?

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?What do adoption metrics look like?What do adoption best practices look like?

TrainingWhat 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

OnboardingChange HurtsTreat Users Humanely Make Users Feel SpecialCreate Excitement For The “New Way”What Are The Tactical GoalsWhat Are The Strategic GoalsHold Group & Individual Meetings

Remember…

"a feature is not a feature unless users use said feature"

Thank YouWilliam Tincup, SPHR, SHRM SCPTincup & Co.

Email = william@tincup.comMobile = 469-371-7050Twitter = @williamtincupInstagram = @williamtincupLinkedIn = linkedin.com/in/tincupFacebook = facebook.com/tincupSkype = williamtincup