Client Background

A global restaurant company requested help implementing a new accounts payable system.

The Problem

New systems that interface with a broad network of external suppliers and internal users can often have low adoption. The client recognized this risk and asked for our help.

The Approach

A thorough stakeholder analysis on the needs of various system user groups was conducted, including a survey of user concerns to build a resistance management plan. Project champions in leadership were identified, and their roles were outlined to help drive system adoption.

The Solution

A robust communication plan across all user groups, with communication templates to be reapplied by implementation waves
A detailed training plan with multiple training methods for learning the new system, including easy one-page instructions for casual users, detailed hands-on training, helpdesks, and learning forums for heavy users
An outline for daily hypercare upon system start-up
Vendor adoption feedback measures and communication
Focus group sessions to collect feedback from users, with improvements to be implemented in future waves

CASE STUDY: CHANGE MANAGEMENT

It was recommended that the new system be tested in a pilot setting to gain learnings, then integrate learnings into future expansion waves. The following change management elements were developed and implemented: