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The Black Hole of Adoption Why HR Technology Implementations Fail

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Dwane Lay, SPHR Head of HR Process Design

Dovetail Software @DwaneLay

David Lindbergh Director of Human Resources

St. Francis Independent School District 15

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About Dovetail Case Management ● Knowledge Management ● Employee Self Service ● Analytics

SaaS-based HR Service Delivery Solution

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About Dovetail

• Highly configurable Case Management Solution • Nearly 20 years of experience • Legacy of customer service and support

platforms •  SaaS environment that provides flexibility,

speed and responsiveness • Build a world class Service Delivery platform

that changes the way HR operates

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• Covers 165 square miles in northern Anoka County and southern Isanti County.

• Educates more than 5,000 students and employs more than 800 staff members.

• Teachers blend solid teaching methods with innovative and cutting-edge technology

•  900+ iPads, 150+ SMART Boards

#dovetailhr http://xkcd.com/722/

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2011: $6B* 2015: $8.1B*

*Lisa Rowan, IDC **CedarCrestone 2011–2012 HR Systems Survey White Paper

2012 - $189 per employee**

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Lewinian* Change Cycle

Unfreeze – Impetus for change Move – Transition out and in Freeze – New normal

*Kurt Lewin: Field Theory in Social Science. 1951, New York: Harper & Row

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Measuring What Matters

• Adoption Rates – Focused Users – Employee Base – Functional Impact

• Usage – Time in Application – Login Tracking – Data Changes

• Data Quality – Built-in References – Data Completion – Correction Rates

• Business Impact – Reduced Admin Work – Process Improvements – Throughput

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Project Inputs

Project Outcome

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Y to X Tree

Secondary  Objec.ve  

Secondary  Objec.ve  

Y   X  –  Level  1   X  –  Level  2  

Secondary  Objec.ve  

Primary  Objec.ve  

Goal  

Goal  

Goal  

Goal  

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Y to X Tree

Cost  of  Ownership  

Implementa.on  

Y   X  –  Level  1   X  –  Level  2  

Vendor  Rela.onship  

HRIS  Replacement  

Ease  of  Integra.on  

Ample  Training  

Robust  Func.onality  

Low  Complexity  

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Stakeholder List

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Stakeholder Analysis

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Not this simple…

Unfreeze – Impetus for change A system at rest will tend to stay at rest until a force is applied

Image credit: Forbes.com

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Failure Mode Effects Analysis

1 2 3 4 5 6 7 8 9

Part/Process Failure Mode Failure Effects

Severity [1 - 10] Causes Frequency

[1 - 10] Controls Prob of

Detection [1 - 10]

RPN [1 - 1000]

(Sev * Freq * Prob)

Integration Lack of Data Loss of Function 9 Incompatible

Systems 4 Full Review 9 72

Lack of Data Loss of Function 7 Missing Info 8 Data Owner 9 112

Training Missed EEs Lack of Knowledge 5 New hires 3 New hire

report 2 30

Missed EEs Low Adoption 4 Poor

communication 5 Testing 5 100

Failed Execution

Lack of Knowledge 5 Poor Trainer 1 References 2 10

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#dovetailhr ProjectCartoon.com

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CUSTOMERS  

INTERNAL   EXTERNAL  

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Voice Of the Customer (VOC)

Quality   Delivery  

Cost  

Service  and  Safety  

Corporate  Responsibility  

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Freeze

Back to the Beginning • Branding • Process • User expectations

Photo credit: Ruben1553 (2008) via Flickr

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BEGINNING   IMPROVING   SUCCEEDING   LEADING  

Transformation Roadmap

Year  One  Standardiza;on  

Year  Two  Stabliza;on  

Year  Three  Integra;on  

Year  Four  Accelera;on  

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R Responsible to perform the task A Accountable for the task being completed C Consulted with prior to the activity being performed I Informed that the task has been completed

RACI

Step Task R A C I 1 Create Project Charter D, JK JK TS,

MO 2 Distribute Charter for comments JK JK DJ, TS 3 Schedule approval meeting DJ, JK JK TS 4 Lead approval meeting JK, TS TS 5 Schedule project kickoff session DJ JK TS TS 6 Distribute approved Charter DJ TS JK,

MO

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