Acceptance Methodology - Case 1

The Need

A $5 billion power generation company was implementing a new computerized maintenance management system (CMMS) that would be used by hundreds of workers in power plants throughout the nation. Since maintenance is one of the highest costs for a power plant, the new system promised huge financial benefits, but only if the plant workers used it correctly. Many of the plants used manual systems, so the switch to a CMMS represented a drastic change to the aging and largely unionized workforce. The client recognized the risk of user rejection and hired Dashe & Thomson to develop a comprehensive user acceptance strategy.

Solution

Dashe & Thomson consultants used our User Acceptance survey and interview tools to develop a baseline understanding of the project and the users. This initial data allowed Dashe & Thomson to:

• Identify project strengths and risks
• Develop strategies and tactics to mitigate those risks and build on the project strengths
• Deploy change implementation tactics, including an effective communication plan to help establish early and consistent buy-in
• Create an instructional design for training materials designed to overcome fears and resistance in the workforce

To ensure that the User Acceptance strategy and tactics were effective, the Dashe & Thomson consultants re-administered the survey at intervals during the project. Each time, the survey showed improvement as well as providing valuable information for altering the tactics to become increasingly effective.

Results

As a result of Dashe & Thomson’s User Acceptance Methodology, the change to the new software was successful, and the workers adopted the new tools. Company Year One and Year two targets were achieved.