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Client Background

A global restaurant company requested help implementing a new accounts payable system.

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The Problem

New systems that interface with a broad network of external suppliers and internal users can often have low adoption.  The client recognized this risk and asked for our help.

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The Approach

A thorough stakeholder analysis on the needs of various system user groups was conducted, including a survey of user concerns to build a resistance management plan.  Project champions in leadership were identified, and their roles were outlined to help drive system adoption.

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The Solution

  • A robust communication plan across all user groups, with communication templates to be reapplied by implementation waves

  • A detailed training plan with multiple training methods for learning the new system, including easy one-page instructions for casual users, detailed hands-on training, helpdesks, and learning forums for heavy users

  • An outline for daily hypercare upon system start-up

  • Vendor adoption feedback measures and communication

  • Focus group sessions to collect feedback from users, with improvements to be implemented in future waves

Business Analysis

CASE STUDY:  CHANGE MANAGEMENT

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It was recommended that the new system be tested in a pilot setting to gain learnings, then integrate learnings into future expansion waves.  The following change management elements were developed and implemented:

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