Statistics show that the source of 90% of all risks when implementing new technologies
is the users. Fear, uncertainty, and the general human resistance to change make
altering user behaviour a challenge. We understand that a successful implementation
is more dependent on users than the technology and have created a change management
framework that concentrates on the prime resource of an organisation, its people.
At Davies & Jones, in order to effectively address the natural learning curve and
adoption challenges faced by users during the implementation of new technologies,
we set up a sustainable and cost effective change management / training model that
will meet the needs of any business.
Our approach to change in business is comprehensive and systematic.
Our change managers work to ensure that users are aware of how a new system will
affect them as individuals as well as the benefits to the larger company.
A communications strategy will detail specific actions to be taken by senior business
managers and system owners, as well as team members, and is designed to start communications
within the project, but will be amended from time to time to reflect the progress
of the project.
All communication activities and key messages are aligned to the business objectives,
as well as supporting any change management initiatives designed to meet these objectives.
Feedback from users and stakeholders play an important part in delivering effective,
two-way communications, and is critical for addressing concerns by users.
Adopting the Davies & Jones change management process by focusing on the needs of
the user we can circumvent issues:
Developing communications to clarify the goals of the project and set realistic expectations
Delivering effective role and process focused local language training
Offering support and assistance
Establishing effective ongoing communication strategies
Establishing a key user network
Establishing and facilitating regional and global user groups
BI –Boehringer Ingleheim is a global research-driven company dedicated to researching,
developing, manufacturing and marketing pharmaceuticals that improve health and quality
Karen Jones assisted in the implementation of an enterprise wide document management
system, which comprised of DocCompliance and Documentum technologies
To manage the change a communication strategy was developed which highlighted the
Start communications within the project
Raise awareness of how the project contributed to business objectives
Facilitate adoption by all users by generating buy-in
Communicate key project milestones
A variety of methods were employed to meet these objectives, for stakeholders these
included face to face meetings, quarterly status updates on achievements, and presentations
by steering group/ project team members to leadership teams. For users, methods
included the development of guided tours to give a preview of the system, intranet
news pages, road shows demonstrating the system prototype, on-line articles, newsletters,
promotional materials, training and follow up workshops.