This is another true life personal experience straight from the Org Change trenches. I’ll bet many readers of this have either had a similar experience or know others who have. Part one of this story is about an experience in my personal life. Click here to go back and read Managing Transitions: Real-Life Examples – Part 1. It may also be useful to read a previous post: Why do we need Organizational Change Management?
Applicant Tracking System (ATS) Transition
Virtually every large organization is using technology to manage their HR processes. The recruiting function in most large organizations utilizes an Applicant Tracking System (ATS) to post job openings, manage applications, and manage the interview/selection process. This story has been edited to reflect only the issues surrounding one set of functionality; campus recruiting. Obviously there was much more involved in this project.
A recent client did a significant amount of college recruiting. The campus recruiters would collect resumes at college career fairs. They would then go back to their office and manually create a candidate record in their home-brew ATS, then scan and attach the pdf of the resume to the new candidate record. This was a labor-intensive process that was prone to errors. Many recruiters opted to not use the ATS at all, preferring to keep a spreadsheet and paper records. Leadership was frustrated because essential business metrics were difficult or impossible to gather. Needless to say, this process was painful for everyone involved. It had to change. Even so, the recruiters were not enthusiastic about changing the way they did things and were reluctant to provide support for the project.
When the project team talked to the college recruiters about their requirements for a new system, they said, “We need the ability to scan resumes and get them into the ATS faster.” This is typical of what Business Analysts (BA) hear on IT projects; I want the new system to do what I do now – just better. A good BA can translate that into real requirements, and that is what was done on this project. Most ATS’ these days don’t have any capability to manage paper documents at all; they rely on the applicant to submit a resume electronically, so finding an ATS that could “scan faster” was not going to happen. However, many state-of-the-art ATS’ have other capabilities designed to address this specific need.
A group was selected to pilot the new system, based on their expressed willingness to be “guinea pigs” and the support of their leadership. When the recruiters got there first overview of the new system they were flabbergasted, “Are you kidding me? There is no way interface to the scanner? I hate this! It will never work for us.” Fortunately the team had done its homework and anticipated this reaction, and had planned to walk them through the solution.
For each new campus recruiting event, the recruiter creates an event in the ATS. This in turn, creates an on-line” Event Portal” linked to the ATS, with a form to capture candidate information. It also generates a unique QR code for the event. The recruiter then embeds the QR code in all the collateral that they create for the campus event. At the event, the candidate scans the QR code with their smart phone and is then directed to the Event Portal. Here they fill out a simple form that creates their record in the ATS, emails the recruiter their contact info, and emails them a link to upload their resume.
Once the recruiter pilot group understood how this system worked, how easy it was, and how much effort it saved them, they became raging advocates – they would’ve harmed us if we tried to switch them back to the old system. Together we developed very effective, efficient training for the larger deployment. Best of all, positive buzz about the new system spread fast, ahead of our formal communication plan, and soon campus recruiters across the enterprise were clamoring for the new system.
This story is typical of corporate IT application deployment projects. The technical aspects of the deployment are relatively straightforward, but the impact on the end-user is transformational – it fundamentally changes the way they do their jobs. (See: Types of Org Change)
It starts with denial; “We don’t need to change. We know this process is bad but we know how to do it.” The initial emotional /gut reaction is resistance; “This doesn’t work the way our old system did, it will never work.” In a scenario like this, the key to achieving the desired business impact is by getting the adoption rate to 100%. If the impacted population doesn’t experience success and feel the benefit of the new system quickly, their frustration can drive them back to their manual processes or to work-arounds.
A good Org Change consultant does their homework; anticipates the resistance, understands the source of it, and has an executable plan to address it. This is where we earn our pay! Identify a pilot group of early adopters and lead them by the hand into the Exploration phase. Their real-life experience is then used to develop and/or refine the training materials that will be used to roll-out the system to the balance of the organization. Their success stories become the core of your communications.
It is worth noting, that it is critical that someone knowledgable of orgnaizational behavior and change management is involved early in a project to identify transformational changes. Too frequently I see teams assume that the technical deployment is simple so the impact on the end-user must be minimal.