Case Study: Successful Implementation of A Workforce Management System
A large Australian service-based company with over 1,500 frontline workers across multiple local and interstate sites had struggled for years to implement an effective rostering, scheduling, and day-of-operations system. Previous attempts failed due to high employee resistance, complex union agreements, and a lack of buy-in across the leadership team.
challenges FACED:
- A highly unionised workforce sceptical of new systems
- Failed implementation attempts in the past, leading to change fatigue
- Absence of clear industrial relations frameworks
- Need for a system that could handle complex scheduling requirements
- Resistance from frontline workers regarding tracking and monitoring
- Lack of buy-in across management
- Resistance to use own devices
The steps they took:
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Engaged union representatives from the outset
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Collaborated on developing industrial relations frameworks
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Ensured alignment with existing Enterprise Agreements (EAs)
- Conducted a detailed analysis of how the new system and ways of working would affect each stakeholder group
- Identified potential pain points risks and developed mitigation strategies
- Developed a multi-channel communication plan
- Emphasised benefits for frontline workers (e.g. easier shift swaps, better work-life balance)
- Regular updates on progress and addressing concerns.
- Implemented in one site as a pilot
- Used feedback to refine the system and implementation approach
- Developed role-specific training modules
- Offered multiple training formats (in-person, online, peer-to-peer)
- Identified and trained influential employees as change champions
- Leveraged their influence to build trust and address concerns at the grassroots level
- Bringing them into the mix early through workshops, user acceptance testing, training development and train-the-trainer sessions
- Rolled out in phases across different sites
- Allowed for continuous improvement, adoption and time to ensure each area felt supported
- Visible and active support from C-suite executives
- Regular site visits with demonstrations and Q&A time as well as town halls to demonstrate commitment
By following the customised change strategy developed, theY WERE able to overcome previous challenges and successfully implement the workforce management system.
The comprehensive approach, which included early union involvement, detailed impact assessments, clear communication, phased implementation, and strong executive support, addressed the root causes of past failures.
This strategy effectively:
- Reduced resistance by involving key stakeholders from the outset
- Built trust through transparent communication and a pilot program
- Ensured smooth adoption through tailored training and change champion networks
- Maintained momentum with visible executive sponsorship
- Allowed for continuous improvement through a flexible, phased approach
The result was a successful system implementation and a transformation in how the organisation approached change. This holistic strategy created a more collaborative environment between management, unions, and frontline workers, setting a positive precedent for future organisational changes.
Critical Factors for Success
- Early and continuous stakeholder engagement, especially with unions
- Comprehensive change impact assessment informing all aspects of the implementation
- Clear and consistent communication addressing “What’s in it for me?”
- Visible executive sponsorship and support
- Flexible approach evolving based on feedback
- Investment in customised training and support for end-users
Lessons Learned:
- Importance of addressing past failures openly and honestly
- Value of co-creating solutions with unions and frontline workers
- Need for patience and persistence in overcoming ingrained resistance
- Criticality of aligning the new system with existing industrial agreements
- Power of demonstrating tangible benefits to end-users early in the process
By prioritising people and investing in change management, focusing on change enablement and stakeholder engagement, with a flexible implementation approach, they successfully implemented a workforce management system that had previously faced significant resistance.
This case demonstrates the importance of addressing the human elements of change, particularly in highly unionised environments, and the value of co-creating solutions with all stakeholders involved.
Want to learn more about the role of a change manager? Read our article Demystifying the Change Manager Role.
