In the past traditional change management techniques were well suited to transformation projects that dealt with linear problems. But in a VUCA world (volatile, uncertain, complex, ambiguous), more and more organisations face complex and multifaceted global transformation programmes that require an augmented change management approach. Next level human-centric change management puts people at the front and centre of every transformation. It involves listening to the voice of the employees, implementing their feedback and investing in upskilling them.
Human-centric change management enables organisations to successfully implement their most exciting digital transformations. Building on the key principles of behaviour change, transparency, and data-driven change management, Deloitte has developed and deployed a powerful treasure chest of key success factors. This treasure chest consists of innovative, digital techniques to maximise buy-in, user adoption and a highly successful outcome in SAP S/4HANA transformations. The described tools can be leveraged in both waterfall and agile projects and the treasure chest enables you to pick and choose what works best for your organisation, meeting your employees’ needs and permitting more sustainable change.
Our recommendation is to use these tools in an agile way in order to be more flexible where and when a different focus is required. The need for evolving change management has been accelerated by the global pandemic and by changing technologies and operating models that reflect demographic and behavioural shifts, as digital natives prefer to work in more diverse ways. Our treasure chest combines digital and human assets and enables us to reimagine change management.
SAP S/4HANA solves many ERP problems in companies of all sizes. It helps to standardise processes, integrate multiple systems in one single source of truth and leverage predictive data analytics with real-time dashboards. This implies a lot of change for employees and organisations need a clear vision, communication, upskilling and measurement of user adoption. Though many leaders understand the importance of change management in SAP S/4HANA transformation projects, it is time to rethink how to implement the process. Innovative virtual and on-site methods can accelerate the ROI and improve the transformation outcome. A 134% ROI can be achieved when ‘excellent’ change programs are part of the SAP S/4HANA transformation1. Old-school methods are not simply replaced by new-world technologies but rather integrated into a hybrid way of implementing change management. In order to keep up with digitalisation, change management itself needs to become more digital.
Deloitte has been recognised by Gartner as one of the key leaders in SAP S/4HANA transformations in an analysis of 20 service providers. One of Deloitte’s main strengths is its orientation to the broader business transformation objectives (see: Magic Quadrant for SAP S/4HANA Application Services, Worldwide, June 2021). Based on our experience with approximately 115 SAP S/4HANA transformation projects across different sectors in the EMEA region, Deloitte identified five recommendations that can help you take your change management approach to the next level:
Sources:
1 Deloitte Consulting / CSO Forum CRM Project Survey results
2 Deloitte, Human Capital Trends 2022
Marko Katana, PhD. |
Laura Cordes |
Stefano Costanzo |
Alessa Terzano
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