Adoption and implementation is far less about the technology than it is the people, the process, and understanding your own organization. This session reviews the most common reasons implementations fail, and simple steps technology owners can take to support early adoption and long term usage.

1. The Black Hole of Adoption
Why HR Technology Implementations Fail
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2. 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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3. About Dovetail
Case Management ● Knowledge Management ● Employee Self Service ● Analytics
SaaS-based HR Service Delivery Solution
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4. 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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5. • 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
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6. http://xkcd.com/722/ #dovetailhr

7. 2011: $6B*
2015: $8.1B*
2012 - $189 per employee**
*Lisa Rowan, IDC
**CedarCrestone 2011–2012 HR Systems Survey White Paper
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8. 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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9. Measuring What Matters
• Adoption Rates • Data Quality
– Focused Users – Built-in References
– Employee Base – Data Completion
– Functional Impact – Correction Rates
• Usage • Business Impact
– Time in Application – Reduced Admin Work
– Login Tracking – Process Improvements
– Data Changes – Throughput
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10. Project Outcome
Project Inputs
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11. Y to X Tree
Y
X
–
Level
1
X
–
Level
2
Secondary
Objec.ve
Goal
Goal
Primary
Objec.ve
Secondary
Objec.ve
Goal
Secondary
Objec.ve
Goal
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12. Y to X Tree
Y
X
–
Level
1
X
–
Level
2
Cost
of
Ownership
Robust
Func.onality
Low
Complexity
HRIS
Replacement
Implementa.on
Ease
of
Integra.on
Vendor
Rela.onship
Ample
Training
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14. Stakeholder List
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15. Stakeholder Analysis
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16. 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 #dovetailhr

17. Failure Mode Effects Analysis
1 2 3 4 5 6 7 8 9
RPN [1 -
Prob of
Failure Severity Frequency 1000]
Part/Process Failure Mode Causes Controls Detection
Effects [1 - 10] [1 - 10] (Sev * Freq *
[1 - 10]
Prob)
Loss of Incompatible
Integration Lack of Data 9 4 Full Review 9 72
Function Systems
Loss of
Lack of Data 7 Missing Info 8 Data Owner 9 112
Function
Lack of New hire
Training Missed EEs 5 New hires 3 2 30
Knowledge report
Low Poor
Missed EEs 4 5 Testing 5 100
Adoption communication
Failed Lack of
5 Poor Trainer 1 References 2 10
Execution Knowledge
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19. ProjectCartoon.com #dovetailhr

20. CUSTOMERS
INTERNAL
EXTERNAL
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21. Voice Of the Customer (VOC)
Quality
Delivery
Cost
Service
and
Corporate
Safety
Responsibility
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23. Freeze
Back to the Beginning
• Branding
• Process
• User expectations
Photo credit: Ruben1553 (2008) via Flickr #dovetailhr

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25. Transformation Roadmap
BEGINNING
IMPROVING
SUCCEEDING
LEADING
Year
One
Standardiza;on
Year
Two
Stabliza;on
Year
Three
Integra;on
Year
Four
Accelera;on
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26. RACI
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
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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