1. Successful HR Technology
Implementations Demystified

2. 80 Page Research Report
Want a copy? Please email me.

3. Agenda
Map of the HCM Software Market
Successful Implementations
7 Points of Satisfaction
User Adoption
Q & A

4. Map of the HCM Software Market

5. Map of the HCM Software Market
Benefits
Management
Case
Management
Employee
Communications
HR & Employee
Analytics
HR Information
Systems
Payroll
Technology
Employee
Scheduling
Time & Attendance
Timeclocks
Workforce
Management
401K / Pension
Management
Leadership
Assessment
Compensation
Management
Competency
Management
Employment
Branding
Succession
Management
Workforce
Planning
Employee
Advocacy
Career
Development
Organizational
Charting
Performance
Management
Candidate Assessment
& Testing
Applicant
Tracking
Candidate Relationship
Management
Employment
Website
Sourcing
Technology
Video
Interviewing
Recruiting
Operations
Employee
Referrals
Candidate
Screening
Contingency Workforce
Management
Employee
Feedback
Career
Mobility
Collaboration
Technology
Engagement
Tools
Learning
Management
Onboarding
Technology
Total Rewards
(Recognition)
Wellness
Management
Outplacement &
Alumni Technology
Coaching &
Mentoring Technology
Payroll & Records Talent Strategy & Planning Sourcing & Recruiting Talent Management & Development

6. Successful Implementations

7. Elements of Implementation
Project Mission
Contract
Implementation Team(s)
Management Involvement
Implementation Project
Training
The Inevitable Disaster
Acceptance (Sign Off)
User Satisfaction

8. Transformational

9. Reference Checking

10. Managing Expectations

11. Implementation Team

12. Change Orders
Ask the vendor for an estimate of costs involved 38%
Offer to participate in the Customer Advisory Board 15%
Organize other users to demand a change 15%
Embed the problem in the contract renewal process 14%
Use other forms of leverage 9%
Say “We thought we paid for that.” 5%
Call in a favor or two from the vendor 4%

13. Data Migration
Worked With Vendor 56%
Vendor Did It All 29%
Spreadsheets 29%
Software Auto Import 21%
We Did It All 9%
API 8%

14. A Good Implementation Plan Is…
The Project Schedule (a detailed definition of project
tasks and their relationship to each other)
The Budget (hard and soft cost elements)
The Project Scope (the contract SOW plus internal work)
Work Assignments (team members and their roles)
Risks and Risk Mitigation

15. Why Projects Go Off Track
It Never Happened 34%
Confused Communications 14%
Misunderstood Requirements 14%
Vendor Delays 12%
Software Deficiencies 10%
Insufficient Staffing 7%
Change Management Problems 7%
Insufficient Budget 4%

16. Implementation Checklist
Project Mission
The project mission drives success. Transformational Implementation Projects
make up the lion’s share of success stories. The transformation of your
organization is an inside job.
Contract
Implementation begins before the contract is signed.
Implementation Team(s)
Both the vendor and the practitioner should have at least one Implementation
Team.
Management Involvement
Every successful Implementation Project has some level of management
support. It ranges from a passive reporting relationship to hands on day to day
involvement.
Implementation Project
This includes configuring, customizing, installing, testing, modifying, and updating
the software. When the project is Transformative it also includes other elements
of workflow modification and organization redesign.

17. Implementation Checklist, Cont.
Training
Once the software is in place, the primary interaction between the
Implementation Teams and the community of users (practitioners, their managers
and company employees) is instruction (to varying degrees) in the use and
maintenance of the system.
The Inevitable Disaster
Most successful Implementations go through a period when the project goes
awry. A significant subset, about 32%, don’t have major problems, but 68% do.
So, smart planning should include how to deal with likely delays and problems.
Acceptance (Sign Off)
In theory, Implementation is complete when the requirements of the vendor’s
contract have been met.
User Satisfaction
There is a bit of disconnect between software buyers and their management.
Both users and executives see User Satisfaction as a better indicator of project
completion. There is generally a lag between the Acceptance and optimal system
performance.

18. 7 Points of Satisfaction

19. Product
Does it do what they said it would?
Sales
Would you purchase from them again?
Negotiation
Was it fair?
Implementation
How did it go?
Training
Did they train everyone?
Adoption
Are employees using the technology?
Support
Are they there for you?

20. Product
How do we do this now?
Is my process right and my product wrong?
What features are really important to us?
What reports are really important to us?
What else does this product need to be
connected to (data portability)?
What insights will be created with this new
product?

21. Sales
How am I being treated?
Do I feel like I’m being over-sold?
Have they done significant work in my industry /
vertical market?
Did the demo meet my expectations or exceed
my expectations?
Do they have significant case studies?
Are references easily provided?

22. Negotiation
How does the vendor make money?
Specifically.
Am I giving up things (features / reporting) that
are important to me?
Any last minute surprises?
Who owns the data?
How easily can you get out of the contract?
Is the implementation fixed or variable
cost?

23. Implementation
Can I meet my implementation team before I
sign the contract?
How fast will we get into the software?
How are we going to manage change?
How are we going to communicate software
change to all users / employees?
How will we define success for the
implementation? (speed, quality, NPS)

24. Training
How do we successfully onboard new users?
Will all users be trained the way they want to be
trained?
How will we assess for learning styles?
How will we assess for learning differences?
Ask the vendor to describe training best
practices they use with other clients?

25. Adoption
How will we get users to “love” the new
software?
How will we know if they don’t?
Who owns user adoption?
Do you provide any usage, consumption and/or
adoption metrics?
Ask the vendor to describe user adoption best
practices they use with other clients?

26. Support
How do you handle help desk items versus
things that are broken?
Do they answer the phone?
Do they meet you where you are?
Are they proactive or reactive?
Do they charge for support?
Ask the vendor to describe support best
practices they use with other clients?

27. Peer Review Questions
Product
Does it do what they said it would?
Sales
Would you purchase from them again?
Negotiation
Was it fair?
Implementation
How did it go?
Training
Did they train everyone?
Adoption
Are employees using the technology?
Support
Are they there for you?

28. User Adoption

29. Starting Off…
How will we get users to “love” the new
software?
How will we know if they don’t?
Who owns user adoption?
What do adoption metrics look like?
What do adoption best practices look like?

30. Training
What Is Important For Us To Teach?
What Is Important For Us To Learn?
What Content Should Be Delivered?
How Should Content Be Delivered?
How Will We Internally Share Best Practices?
Ultimately, How Do We Train For The “New Way” Things Will Be Done?
Partner To Create Training That Is Fun And Informative

31. Onboarding
Change Hurts
Treat Users Humanely
Make Users Feel Special
Create Excitement For The “New Way”
What Are The Tactical Goals
What Are The Strategic Goals
Hold Group & Individual Meetings

32. Remember…
"a feature is not a feature
unless users use said
feature"

33. Thank You
William Tincup, SPHR, SHRM SCP
Tincup & Co.
Email = william@tincup.com
Mobile = 469-371-7050
Twitter = @williamtincup
Instagram = @williamtincup
LinkedIn = linkedin.com/in/tincup
Facebook = facebook.com/tincup
Skype = williamtincup