Organizational Change Management: Driving Business Engagement for SAP Implementations Dawn Dexter and Beth Rozga

Transcription

1 [ Organizational Change Management: Driving Business Engagement for SAP Implementations Dawn Dexter and Beth Rozga

2 [ Agenda Target s SAP Implementations Organizational Change Management Methodology at Target SAP Implementation Case Study

3 [ DAWN DEXTER DIRECTOR, BUSINESS SYSTEMS SERVICES

4 [ Target s SAP Implementations March 2010 General Ledger Infrastructure August 2010 August 2011 Expense Planning Management Reporting Treasury Accounts Receivable Accounts Payable Payments

5 [ Organizational Change Management Team Release OCM Team - owns application of the OCM approach for a specific SAP implementation. Project Specific Program OCM Team owns the methodology and approach and provides consultation (education, tools and knowledge-transfer) to the Release OCM Team. Organizational Effectiveness provides the development experience for Target leaders supporting teams through change. Leadership Development

6 [ Guiding Principles Project Team Review purpose/value of all OCM project deliverables Establish clear roles and responsibilities for OCM; embed OCM on implementation team Practical, tactical advice along with strategic business transformation consulting Success measures understood at all team levels Integrate OCM with project updates vs. separate change network

7 [ OCM Focus Areas Organizational Readiness Transformational Leadership Communication Organizational Design/Role Design End User Training Site and End User Support Knowledge Transfer Project Team Effectiveness

8 [ OCM Approach Plans for Each Focus Area Process, Tools & Activities Project Plan OCM Plan Resource & Funding Roles & Responsibilities

9 [ Organizational Readiness Activities to assess the organization s environment and readiness to adopt and support TGT$100. Stakeholder Analysis Audience Analysis Business Engagement Plan Site and End User Support Plan 9

10 [ Transformational Leadership A framework for teaching leaders how to drive change and for team members to adopt change Leader roadmap for change Support interventions to address resistance 10

11 [ Communication Strategy The framework and direction of all communication to drive project effectiveness by delivering consistent and clear messages to appropriate stakeholders. Stakeholder analysis Vehicle identification Feedback evaluation process Guiding principles Support and governance 11

12 [ Organizational Design Activities to assess the organization s environment and readiness to adopt and support TGT$100. Discussions to identify new teams or make changes to existing teams or functions. Alignment with other project plans such as training, security, centralized support, etc. 12

13 [ Role Design Activities to identify role/job-related impacts and implement changes to support business processes Business impact and assessment Job/Role analysis Change summarization and review Action plan to define job roles and align security to end users 13

14 [ End User Training Role-based activities and content to prepare end users for new systems, data and processes Training delivery approach Training plan Content development & delivery via learning loop Sustainability plan 14

15 [ Site Readiness Activities to ensure the business is ready to own new business process and work with the systems and data. Execution of checklists to ensure completion of critical pre-go live activities Validation of security role assignment and system deployment Training and preparation of resources to support end users working with new process, systems and data 15

16 [ Knowledge Transfer Transfer of knowledge from the project and training teams to the business Transition business artifacts such as process flows and job aids Creation of common storage/accessibility sites Recommendation of sustainability plan 16

17 [ BETH ROZGA GROUP MANAGER, ORGANIZATIONAL CHANGE MANAGEMENT

18 [ SAP IMPLEMENTATION CASE STUDY

19 [ Organizational Readiness - Impacted Business Areas Accounts Payable Accounts Receivable Four Capabilities Treasury General Ledger Multiple Locations Internal - Domestic, International, Stores and Distribution Centers External - Vendors and Customer 19

20 [ Organizational Readiness Driving Engagement Project team effectiveness Advisory committee End user information sessions Pit Stops Manager check-in meetings Communication plan 20

21 [ Transformational Leadership Leading Through Change Manager Roadmap Expectations Transparency Resources Your Focus Your Actions Your Tools & Resources 21

22 Leading through Change Manager Roadmap Expectations Transparency Resources 22

23 [ Communication Cadence Advisory Committee End Users Project Leaders Managers 23

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25 [ Stakeholder Analysis Financial Reporting Dorrie Director Financial Reporting Team Mary Manager Financial Reporting Systems Tom Techny Financial Reporting Support Carrie Client AFR Treasury AP AR

26 [ End User Training Developed training content Created job aids Developed learning plans Scheduled/Delivered training US & international team members Online & classroom Offered labs and remediation tools 26

27 [ Site and End User Support Site Leaders & Super Users Job profile for end user support roles Kick off meetings Monthly pre-go live meetings Daily post-go live check-in Business site leaders Project site leaders 27

28 [ Knowledge Management End User Information Portal Capture process, training, job aid and other critical information as the project progresses Transition to business for sustained ownership 28

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30 [ Project Team Effectiveness Theme to align project Build awareness Establish a project brand Tie to engagement activities and recognition Add an element of fun 30

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32 [ Summary Business Well informed & prepared Voice in change journey Early line of sight into end user concerns Implementation Team Drove business focus and engagement Instilled sense of project and business team cohesiveness Overall Good opportunities to recognize contributions and accomplishments Strong program presence; high quality branding and communications 32

33 [ THANK YOU!

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