Change Management Guidance and Tips for planning and Implementing an End User Change Management Strategy

Overview Change is inherently unsettling for people at all levels in an organization Therefore, it is important to systematically address the human side of technology changes in your organization This overview is intended to provide some guidance and tips that have been successfully used in the past on other UltiPro implementations. The client is responsible for developing and executing the change management program.

Approach Planning Make the Business Case Communicate the message Provide Support Communicate results and share success Templates and Samples

Planning Scope (who) Deliverables (what) Schedule for delivery (when) Identify who will be impacted Assess the culture – is change rare or frequent? Will lots of hand-holding be expected? Deliverables (what) Communications Training Printed Materials (Job Aids, reference sheets, FAQs) Support Schedule for delivery (when) Treat Change Management deliverables just as any other important project deliverable so enough time is set aside for planning, reviewing, and delivering these items. Set Benchmarks to measure completion of deliverables (i.e. 90% of users trained, etc). Match the quantity and level of change management activities with: The severity of the change and its impact on the employees What is appropriate for the company culture Determine if technology roll out will be big-bang or phased. Consider aligning the change management roll out strategy with the technology roll out approach. Learn from initial rollout phases to fine-tune the change management delivery.

Make the Business Case Start at the top Involve every Management layer Identify executive sponsors to champion the project Use leadership to build momentum among the workforce in favor of the change Involve every Management layer Identify key leaders and influencers to help shape the rollout plan and take ownership of creating a successful outcome Listen and learn current processes and pain-points “out in the field” Demo the system to the key leaders so they understand the benefits Make the formal case Communicate to all stakeholders the vision, priority, and benefits of the change to the company Describe the current problem Define the plan to solve the problem Demonstrate you have the right team in place to be successful Share the ROI / Benefits to the organization Tell everyone what will be expected of them to support this change

Communicate the message Overview The message will need to be repeated multiple times throughout the process to successfully change behavior The tone and content of the message should be appropriate for the stage Keep the message simple and digestible Be creative and consider using posters, flyers, emails, conference calls, company newsletters, and giveaways to communicate the message Recommended Communication Phases Early Planning communications (phase I) Live Preparation communications (phase II) Post Live Support communications (phase III)

Communicate the message Early Planning Communications (phase I) Make the formal business case to all stakeholders Generate excitement, create buy-in, and motivate stakeholders Communicate how individuals will be impacted and supported through the change Identify blocking individuals and counter their resistance or remove them from participation

Communicate the message Phase I – Activity Examples Hold focus groups to find out what questions people have and use that to form your communication plan Provide pizza “lunch and learn” or “bagel breakfast” for employees to watch a video introducing Ultimate followed with Q/A http://www.ultimatesoftware.com/Play-Video/I-Am-The-I Provide door prizes for people who participate in whatever activities you schedule Consider developing rewards (recognition, $, drawing entry, etc.) Meet with the champions and blockers 1-on-1 to talk about how they can help you

Communicate the message Live Preparation Communications (phase II) ~4-8 weeks ahead of change, communicate what’s coming ~1-2 weeks ahead of change, communicate expectations ~1-2 weeks ahead of change, train users (as appropriate) ~1 day ahead of change, communicate specific instructions for what to do and where to ask for help (Hot line, location-specific Power Users, etc.)

Communicate the message Phase II – Activity Examples Distribute a weekly newsletter or video like a NASA countdown to launch with information about the change. Develop knowledge games with prizes for people who get involved – like the first 10 employees to log into Self-Service and confirm 5 data elements win a prize. Hold a lunch time “HR carnival” – have booths with various topics – what will my check/cheque look like? How do I log into self-service? How do I request time off? At each booth have prizes or chances to enter a contest when people stop by each booth. Have a “passport” of activities. Each time a person completes a learning activity they get a stamp. For the person who get all the stamps win a chance at a prize. On the first live payroll hand out PayDay candy and be available for questions.

Communicate the message Post Live Support Communications (phase III) Encourage users, provide tips and best practices Communicate realized benefits and success stories Share best practices with the broader UltiPro user community Phase III - Activity Examples Discuss lessons learned with stakeholders and communicate changes as necessary. Publish one last newsletter or video thanking everyone for participating. Have clips of success stories. For example, “Dave from accounting is happy because now he can update his direct deposit allocation from home!” Have a thank you party for all the hard work your team has put in to make the transition a success!! Share best practices with your Relationship Manager, UltiPro User Groups, and at the Connections conference.

Provide Support User preparation resources Support for the individuals Training (Formal, informal, Train-the-Trainer, other skill upgrades) UltiPro Quick Tours Learning Material Learning Paths UltiEasy QuickTips (Job Aids) Proactive personal counseling to alleviate fears Develop location-specific Power Users for one-on-one user support Support for the individuals Establish a Hot line or command center for the first week of transition and communicate to users where they should go with questions Location-specific Power Users should pro-actively solicit user feedback and provide mentoring

Communicate results & share success Gather and Measure the results Install & use third-party programs to monitor site traffic Conduct Ad hoc interviews to assess adoption or issues Discuss progress with stakeholders Don’t panic if initial adoption is below expectations; continue communicating the message and momentum will build over time Communicate results and share the success Communicate results Communicate Success Stories Share measured company benefits