cloud change management
DESCRIPTION
An approach to Cloud change management: Cloud platform enables rapid deployment & brings performance efficiencies but traditional Change management approach which includes training & directive communication is not enough for successful adoption to the cloud platform. New approach is required for Cloud change maangement. HCL technologies ($5.2 billion global company) recently deployed “Excalibur” the SFA application based on SFDC Sales cloud platform which benefited 6200+ users spread across 20 Countries representing 14 Business Units (BU’s) in a short span of 4 months. The key challenge was user adoption within aggressive timelines which was successfully achieved through HCL technology proprietary AUSIC (Awareness, understanding, support, involvement, commitment) change management model that enabled 92% adoption within the 1st month of Go Live. This presentation contains Change management framework for successful cloud adoption. It contains Change management techniques used by HCL’s for SFDC global roll out and have been recognized by Association of Change management professional ( ACMP) . Gaurav kakkar had been invited to present the learning on " Cloud Change management " at Global platform ACMP conference 2014 held at Orlando, USATRANSCRIPT
STRATEGY FOR SUCCESSFUL ADOPTIONTO CLOUD SOLUTIONS – CHANGE MANAGEMENT
APPROACH
2
INTRODUCTION
Cloud platform enables rapid deployment & brings performance efficiencies but traditional Change management approach which includes training & directive communication is not enough for successful adoption to the cloud platform.
The key challenge of any change is user adoption within aggressive timelines which was successfully achieved through HCL proprietary AUSIC (Awareness, understanding, support, involvement, commitment) change management model. Here is step by step guide for Cloud change management approach
Awareness Understanding Support Involvement Commitment
HCL’s AUSIC CHANGE MANAGEMENT FRAMEWORK
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Need forChange
(SFA System)
Lack ofGovernance
Standardi-zation
Collabo-ration
Visibility
MobileInterface
DataConsistency
Process
Technology
People
IDENTIFY THE NEED FOR CHANGE
ChangeChallenges
ChangeProcess
OrganizationCommitment
VariedBusiness
UnitsExtremely
MobileWorkforce
CustomizedApplication
Big Application Need can be categorized into:
4
PHASE 1: AWARENESS
Awareness Understanding Support Involvement Commitment
AUSIC CHANGE MANAGEMENT FRAMEWORK
5
CREATE BRAND AROUND CHANGE
Example: Contest to Name the upcoming Change
Create Awareness of the Change by launching exciting contest
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ALIGN LEADERSHIP TO CHANGE
Leadership videos shot and hosted on
the site
ExcaliBlurb is the communications
channel for Project
Dynamic tickerfor countdown
to go Live!
The site provides all updates on the project plus daily posts to the wall from
team
7
CREATE BUZZ AROUND CHANGE : EXAMPLE 1
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CREATE BUZZ AROUND CHANGE : EXAMPLE 2
9
PHASE 2: UNDERSTANDING
Awareness Understanding Support Involvement Commitment
AUSIC CHANGE MANAGEMENT FRAMEWORK
10
INVOLVE USERS ACROSS GEO TO UNDERSTAND THE NEEDS
8
10
1
7
1
2
0
7
3
0
8
4
1
6
1
1
1
4
2
3
3
3
3
0
2
0
0
2
0
AUS NZ
IND APACUS
UK/EU
10
Planned Actual Planned Actual
Interviews Planned ActualGoverning Committee 4 5Senior Executives Committee 8 7Business Users Committee 23 17Total 35 29
6
11
CAPTURE VOICE OF CUSTOMERS
Broken!
Utility
Weak
Cup full of SFA
XX% of Governing Board say SFA is “Broken”
”XX% of Steering Group said processes are Weak
XX% of those asked say SFA has low “Utility”
XX% say SFA doesn’t provide clear “Information” (Opaque)
Today SFA is..
10
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PHASE 3 & 4: SUPPORT & INVOLVEMENT PHASE
Awareness Understanding Support Involvement Commitment
AUSIC CHANGE MANAGEMENT FRAMEWORK
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10 STEPS SUPPORT PROGRAM
R
Generic Cloud platform training videos e.g.: SFDC
Free trial SFDC Account & Practice
Transactions
Webinars to clarify doubts
Step 4
Demo of developed product features
Step 5
SFDC Recorded WebinarsTraining Decks
Step 6
Face to Face Training
Step 7
Evaluate Knowledge
Step 8
Recorded or Post Go-live session
Step 9 Contact Training Buddies
Step 10Write to Help Desk
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CREATE VIDEOS AROUND CHANGE
Change management Video
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ASSESSMENT & RECOGNITION
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KEY TAKEAWAYS
1. Offer different touch points for training
2. Measure training compliance
3. Leverage cloud platform for Change management
4. Advertise the feedback
5. Test change strategy with low risk region
6. Gamify the change
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PHASE 5: COMMITMENT PHASE
Awareness Understanding Support Involvement Commitment
AUSIC CHANGE MANAGEMENT FRAMEWORK
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CONDUCT POST GO LIVE SURVEY
Awareness Functionality Support 0
1
2
3
4
53.99 4.03 4.16
Parameter Score Awareness 3.99Functionality 4.03Support 4.16Overall Score 4.06
• Conduct user Adoption analysis for high adoption
• Important to analyze the feedback & take appropriate actions
Strengths
Medium Concern
High Concern
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POST GO LIVE ENHANCEMENTS
•Focus on Post Go Live enhancement that improve the productivity of the users. It will motivate the users towards the change
•Ensure that all the improvement in the system are communicated effectively
•Get the feedback from the users on what features they would like to see in the Product
•Feedback received during conducting trainings , resolving tickets is an important source of future enhancements
