Blog Posts
No Phoenix from These Ashes
An Analysis of the Canadian Government’s Phoenix Payroll Disaster, Part 1 There has been a steady stream of stories in the Canadian news about the Government of Canada’s Phoenix Payroll System disaster since it went live in 2016. It may not have made it into the...
Deployment Does Not Equal Adoption Part 3: Field Enablement
When it comes to adoption of any new process or WFM solution, the field is where most organizations focus. While that is not surprising, many organizations still often fail to develop a comprehensive plan to ensure an effective and smooth implementation. For...
The Challenges of Unifying Omnichannel Needs in a Single WFM Application
In a world where centralised systems are increasingly being used to standardise processes and simplify technical architecture within organisations, it can be an attractive proposition to look at standardising your IT solutions across both brick-and-mortar and...
Who owns your employees’ digital experience?
In today’s digital world, consumers can buy products, book a table, purchase tickets, reserve a hotel room and schedule appointments through their mobile phone. They can lodge a complaint, give a compliment and get answers to questions by connecting directly with...
Don’t Just Test-Drive Your WFM Solution – Take it Off the Lot!
Over the years, I’ve seen the good, the bad and the ugly of post go-live WFM implementations. When I engage in an executive business review months after the WFM project is complete, it is not unusual to find adoption rates from end users well below 30 percent –...
Deployment Does Not Equal Adoption Part 2: Corporate Enablement
When organizations implement a new WFM process or solution, too often user adoption is viewed as an end game task. The process of change, however, happens right at the start, touching all levels of the organization, and should be a forethought rather than a late...
