Corporate Enterprise
Enterprise Change Management Program
Designed and ran an ADKAR-based change management program for an enterprise-wide platform consolidation, embedding adoption measurement directly into project governance.
Client
A large enterprise undergoing platform consolidation
Duration
14 months
Services Used
Adoption & Change Management, Program & Project Leadership
The Challenge
- An enterprise platform consolidation was expected to affect thousands of users across multiple business units and geographies.
- Early surveys showed low awareness of the change and significant anxiety about job impact.
- The PMO had governance for scope, schedule, and budget, but no structured approach for managing the people side of the change.
The Approach
Mapped against the relevant dimensions of the ACTION™ framework.
Surveyed awareness and sentiment across business units to establish a baseline before launch, revealing low awareness and real anxiety about job impact.
Defined what successful adoption would look like for each business unit and tied it to specific, measurable outcomes the steering committee could track alongside schedule and budget.
Extended the PMO's existing governance model to formally include change and adoption decisions, not just scope, schedule, and budget.
Rolled out the platform consolidation in phases aligned to each business unit's readiness, with change champions embedded in each go-live.
Built a stakeholder and change impact assessment covering every affected business unit, segmented by role and degree of impact.
Embedded an adoption metrics dashboard directly into program governance, reviewed at the same cadence as schedule and budget.
The Solution
- Applied the Prosci ADKAR model to build a phased communications and training plan aligned to each business unit's go-live date.
- Trained a network of change champions inside each business unit to reinforce messaging and surface resistance early.
- Built an adoption scorecard tracked alongside traditional program KPIs, giving the steering committee a single view of delivery and adoption.
The Results
Adoption ahead of baseline
Usage and proficiency metrics outperformed the organization's historical baseline for comparable platform rollouts.
Lower post-launch support volume
Help desk tickets related to the new platform declined faster than in prior rollouts of similar scale.
Sustained usage
Adoption held steady in the months after go-live rather than fading once program attention moved elsewhere.
Treating adoption as a tracked program metric, not a soft, after-the-fact concern, kept change management accountable to the same rigor as scope and budget.
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