CHANGE MANAGEMENT FOR A LARGE SYSTEM IMPLEMENTATION

Business Challenge
A national hotel chain made a significant investment in a new catering and event planning system that impacted staff at over 450 hotels in North America. The project faced numerous internal challenges that resulted in significant cost and schedule overruns. Management and staff who would need to use the system were aware of the project’s issues and challenges and were resistant to adopting the new system. In order to realize the system benefits, the hotel needed to present a solid business case to hotel property management and staff and provide sufficient user training and communications to prepare system users.

Solution
A comprehensive change management program was created to support the transition to the new catering and event planning system. The change management strategy and plan included stakeholder analysis, a communications plan, development of communications materials and comprehensive training targeted to different user types. The change management solution included several key elements:

• Detailed presentations given by project management from Headquarters on the business case for the system and how the system would affect daily operations at a hotel
• Development of change agent networks at the hotel property level to introduce key communication messages, facilitate two-way communication and create super users
• Careful identification of system users and their roles so that training could be delivered to targeted audiences

Throughout the pilot and implementation of the system, assessments of hotel management and staff acceptance and buy-in of the system was monitored through surveys and ongoing conversations. The information gathered through these survey methods was used to adjust the change management plan so that the stakeholder’s needs and concerns were addressed.

Results Achieved
Through well-planned change management efforts, hotel management and staff developed an understanding of the benefits that the new system would have at their properties. By beginning to ease user resistance prior to implementation, users were more receptive to the new system and training and the national hotel chain realized the benefits of the system more quickly.

SOLUTION SPOTLIGHT

Change Management
Implementing a new program or initiative within your organization affects your employees, customers and other stakeholders – in short, the implementation of a new program affects your business performance.  Read more.