Taking the whole team on the DX journey
A successful technology project relies in equal parts on the technology itself, people, processes, and strategy. Numerous studies highlight that technology transformation projects are more likely to fail because of a poor change management strategy rather than technology failures. Companies typically underestimate the impact of the change on their people and processes.
The AFL were determined to achieve a successful transformation. Due to the complexity of a project which included multiple stakeholders using unique systems across 17 entities, it was imperative to minimise the disconnect between its new financial system and people to realise a positive ROI. With this in mind, the AFL decided to invest in OCM as an integral part of the implementation.
As the AFL didn't have available internal resources on hand, they engaged an external change manager for the project's duration. The change manager was contracted to the AFL for three days a week and charged with taking all system users — at head office and club level — on the journey from using disparate systems and processes to working the same way on a single solution.
Although an experienced finance professional and veteran of several technology projects, the AFL transformation was the change manager’s first change management project. To help support her through the project, the AFL asked Fusion5's OCM Practice to provide guided change management support, utilising our experienced resources and proprietary change management methodology and templates.
Leave no-one behind
Fusion5 worked closely with the AFL to ensure project success on two fronts; making sure that Dynamics 365 fulfilled all the AFL’s business requirements and ensuring that every user understood the benefits the system delivered.
Fusion5 supported the change manager throughout the project — from guiding her through best practice gap analysis for every club (Fusion5 sat in on the first two meetings, and the change manager conducted the remainder), to co-creating a 'people' change plan that aligned to the 'technical' implementation plan. With Fusion5’s support and oversight the change manager identified all stakeholders, documented potential roadblocks to change, and planned strategies to smooth the path to digital transformation.
"I think OCM was so important to the AFL because its stakeholder group was so broad. It ranged from senior AFL execs to day-to-day club administrators. We split the clubs into three like-with-like groups and ran weekly meetings with each, including the AFL project manager and lead subject matter expert. We reported on the week's progress during each meeting and provided attendees with the opportunity to ask questions."
AFL Change Manager
With most of the AFL's clubs running independent financial systems, it was critical to understand and define the needs of each.
Throughout the initial stages of the project, Fusion5's OCM resource and the change manager met weekly to review progress. In addition, meetings with the AFL’s key IT and finance stakeholders were held fortnightly. Naturally, as the go-live date approached, the meetings increased in frequency.
As part of the OCM, the change manager ran satisfaction surveys, to which she received consistently positive feedback about the level of support provided to each club. She also maintained a detailed tracking list to measure KPIs (from adoption to implementation progress), identify issues, and offer more help when a club was struggling.