Client: National Not-for-profit
Industry: Emergency and health services
Employees: Over 3000
The Challenge
A large not-for-profit in Canada wanted to modernize their onboarding experience for new employees joining the organization. The onboarding process required new employees to submit their new hire documents to a shared inbox for processing, and the HR coordinators facilitating were required to complete manual follow-ups when documents were not received. This took up a significant amount of time for the HR team’s staff capacity and resources, leading to delays in other processes.
Key issues:
Unclear process for new employees in onboarding
Resistance of HR Coordinators to learn a new process limited capacity due to manual processes
Negative employee experience through onboarding
With limited capacity to support, a change management lead was brought in to assist in getting the project implemented after multiple delays.
Our Approach
Rather than taking a checkbox approach to change management, we focused on truly integrating into the project to ensure success.
Risk Identification and Mitigation: We conducted a deep dive into the project to understand the current risks and desired outcomes for the new process.
Stakeholder Feedback: We built relationships across departments to understand current needs, and surveyed recently onboarded employees to understand their pain points when going through the current state process.
Comprehensive Change Strategy:
a. We created a robust communication plan to ensure HR teams and managers understood the change.
b. We developed a detailed training plan to prepare HR staff and managers for the transition.
c. We established clear success metrics to articulate the return on investment and demonstrate what the project success looked like.
Documentation to support process: We created new resources to assist with - and ensure - sustainment of the change, This included job aids, service level agreements, and self-serve resources to be used by all stakeholders.
The Results
In less than 1 year, the new process was implemented and adopted successfully, with benefits seen immediately by HR staff, managers, and new employees including:
$47,320 or 1 full-time equivalent was saved due to automation for HR coordinators.
Onboarding satisfaction improved by 35% and complaints related to the process decreased by 45%
A new and improved process was successfully implemented despite it previously being continuously deprioritized due to capacity constraints and internal resistance.
Why It Matters
This case study shows how strategic change management can assist organizations in implementing cost savings tools with minimal use of internal resources when capacity is already limited. The ROI of this project was realized almost instantly, as seen through onboarding satisfaction rates and a decrease in complaints received by managers and the HR teams. This also improved the morale and job satisfaction for managers and the HR team as they now had a clearly defined, streamlined process.
What Our Client Said
"With [the consultant's] expert guidance, the change management plan implemented seamlessly, overcoming resistance from stakeholders, and ensuring we were set up with tools and resources for future enhancements. Their support delivered immediate, tangible results, setting a new standard for success."
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