Change Management Case Studies
Case Study_Seamless ERP Implementation
December 25, 2023
Frank Nyadwe - Driving Change Management & Digital Training
December 25, 2023
Time to Read: 3 Min
Seamless ERP Implementation Case:
“Bridging Technical Excellence with People Side for Successful Adoption through ADKAR®”
How do you effectively introduce a new organization-wide ERP solution without relying on chance for adoption and usage?
This was the challenge confronted by a sizable healthcare system employing over 6,000 individuals across 9 locations. The imperative was to implement a solution supporting employees in delivering exceptional service to patients by consolidating stand-alone systems and processes. The overarching goal was to integrate across the organization, providing accurate point-in-time data and enhancing user & employee experience.
In addressing this challenge, the organization collaborated with a consulting group specializing in ERP implementations, appointing them as Technical Implementation Project Managers working with their own in-house PMO.
Recognizing past project failures due to inadequate adoption and usage, they went further by involving a Certified Prosci Change Management Consultant specialized in Digital Transformations from ProClipse Consulting, Nora, who was embedded within the project team.
Nora introduced the ADKAR® model to the project team early on, and they readily grasped the model's significance and were receptive to its integration with their project approach. However, there were hurdles to overcome.
While understanding ADKAR®, the project team was primarily focused on the technical execution, occasionally overlooking the people-side impacts. This is where Nora played a crucial role in reminding them that she was the in-house resource for Change Management.
Periodically, Nora facilitated discussions with project sponsors and the team to revisit milestones, aligning them with the relevant aspects of ADKAR®. Concerns also emerged early in the project, with impacted employees and managers fearing a lack of understanding after the technical consultant project team departed.
The actionable nature of ADKAR® proved instrumental in overcoming these challenges. Technical and people-side milestones were assessed from an ADKAR® perspective, ensuring parallel progress on both fronts. ADKAR® facilitated increased involvement of impacted groups in the ERP solution's development, giving them a voice. To address the apprehension of being lost once the technical consultants left, Nora continued her collaboration with leadership to establish a cross-functional governance structure, reinforcing their ability to make decisions regarding system changes in the future.
Without the clarity brought by ADKAR®, the ERP implementation could have solely focused on technical aspects, jeopardizing the successful adoption and usage of the project and would have incurred additional unplanned and unnecessary costs. Given the organization's role in providing medical care to thousands, this was a risk they couldn't afford.
By prioritizing both the technical and human aspects of the project, they steered toward a comprehensive solution that positively impacted employees and, by extension, patients.