How can organizations ensure that people accept the changes in their work flow that typically accompany the deployment of new enterprise software and solutions?

1. Global Services Insight
PTC.comPage 1 of 3 | Building a Foundation for PLM Success
Building a Foundation for PLM
Success: Preparing for Change
By Matt Cohen
How can organizations ensure that people
accept the changes in their work flow that
typically accompany the deployment of new
enterprise software and solutions?
Training is obviously important but one of the most crucial initiatives comes earlier:
Building real awareness and understanding of what lies ahead. In short, you need
to give people ample time to digest and come to terms with changes and help them
make the transition.

2. Global Services Insight
PTC.comPage 2 of 3 | Building a Foundation for PLM Success
It’s natural to resist change. Most people are resistant to change. It’s true in our
personal lives and in our professional lives. Yet some companies overlook this
truism when they implement PLM software and other enterprise solutions. Instead,
if they keep this reality front and center, they can greatly increase the likelihood of
successful adoption.
Consider what happens when new software is introduced in an enterprise environ-
ment. Many people immediately question why they should have to learn something
new, change their behavior, think differently, and/or interact differently with peers
and colleagues. Even when there is frustration with existing tools and technology,
there is comfort in sticking with a known quantity.
It takes time for people to give up their well-understood ways of performing tasks
and doing their jobs. Yet many companies wait until just a few weeks before new soft-
ware goes live to alert them to the change and announce new training.
This makes it incredibly challenging for people to prepare themselves for the change.
Worse, it makes them resistant to the change, because they’re usually frustrated and
resentful at being given so little consideration. At best, this slows down adoption and
thus reduces the value of the new solution. In some cases, it even leads to revolts
against the new technology which creates problems across the organization.
Paving a path to success. The good news is that organizations can turn this para-
digm on its head by developing a simple yet well conceived communication plan that
helps employees understand the value in the change. The key is to make sure end
users understand three things:
• How the new solution will help the company achieve its goals
• Why the new software is important to them in their individual roles
• How committed the organization is to helping them gain the skills needed to
successfully use the software
When explaining the value of PLM or other solutions to the company, it’s critical to
share the true driving factors.
At the same time, the organization must help employees understand how the change
will positively impact each of them in their daily roles. Almost every employee is
keen to better interact with their peers and colleagues. With that in mind, rather than
focus on how PLM software helps better control product data, a company might want
to highlight how the new software enables easier collaboration.
Once organizations get users intrigued about the new software and its possibilities,
they need to clearly explain what will change in terms of processes and end users’
daily work. They also need to spell out how they will support users throughout the
transition, not only with basic training but, ideally, with ongoing coaching, job aids,
and on-call help.

3. Global Services Insight
PTC.comPage 3 of 3 | Building a Foundation for PLM Success
About PTC Global Services
The 1400 professionals at PTC Global Services help the world’s
leading manufacturing companies gain product and service advan-
tage through solution strategy and design, process transformation,
technology configuration, and organizational training and adoption.
Our in-house experts and premium services partners work over-
time to ensure the best possible results and maximum return on
investment. Learn more at PTC.com/consulting.
For more Insights from the Global Services team, please visit:
http://blogs.ptc.com/category/strategy/. Or scan this code with
your mobile device:
© 2013, PTC Inc. (PTC). All rights reserved. Information described
herein is furnished for informational use only, is subject to change
without notice, and should not be taken as a guarantee, commit-
ment, condition or offer by PTC. PTC, the PTC logo, Windchill,
and all other PTC product names and logos are trademarks or
registered trademarks of PTC and/or its subsidiaries in the United
States and other countries. All other product or company names
are property of their respective owners. The timing of any prod-
uct release, including any features or functionality, is subject to
change at PTC’s discretion.
J1814–GS-Insight-FoundationPLM-Success–EN–0313
About the Author
Matt Cohen, Divisional Vice President of PTC
University, is responsible for leading PTC’s
Customer Education Business. An expert in
Enterprise Learning and Adoption, eLearning,
and Change Management, Matt is focused on
making sure PTC customers can adopt fully
and realize maximum business value from
their investment in PTC Solutions. Matt’s
passion lies in helping individuals embrace
new processes and technologies that can
help them and their organizations be more
productive, and he is an industry recognized
leader in creating new ways to develop and
deliver learning solutions that meet the
evolving needs of the 21st Century learner.