nicholas lea presentation
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Project LEAP! - Did we LEAP far enough?A case study of Stockland Retail implementing new Leasing
Processes & SystemsJune 2011
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Agenda
Context: Stockland and Retail
Retail’s Challenge
Project LEAP!
Lessons Learned – Positive
Lessons Learned – Do Better
New Technology
A Thought to Ponder
Key Change Activities by Workstream
What worked – what didnt
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Stockland
Stockland
Stockland is a large, diversified property
company. It is listed on the ASX (top 30). It has
approximately 1350 employees, geographically
spread over QLD, NSW, VIC and WA.
Vision: Become a world class property group
12,000
Volunteer
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Stockland
Stockland Retail
• Manages and operates approximately 39 Shopping Centres around the country
• Combined asset value of $ 4.2B
• Focus on customer (tenant)
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Community
Retails Challenge
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Stockland
Project LEAP!
Project LEAP! was established in January 2010. LEAP! aimed to standardize key leasing
processes and supporting roles across Retail through implementing a Siebel CRM system.
Project Vision: Simpler for our Employees, Better for our Customers, Smarter for Stockland
Change Management Challenge
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Project LEAP! – Change Management Solution Map
Project Phase
Business Case
Detailed Design
Build Test Implement Adopt
Planning: impact assessments & stakeholder updates
Training planning, design, development, delivery
Communication planning, development, delivery
Business readiness : process workshops, policies
Role definition & reward structures
Project Leadership and Sponsorship
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Project LEAP!
Project Phase
Business case
Detailed Design
Build Test Implement Adopt
Planning: impact assessments & stakeholder updates
Activities:• High level change plan• Impact assessments and validation against plans• Detailed change plan• Stakeholder assessments and SME/ Champion identification • Formalise Change and SME roles in the project
Outcomes:• Business validation of key impacts and plans to “bridge the gap”• Business agreement to roles, tasks and times• Stakeholder recognition & acceptance that change for our employees doesn’t stop at go live, it progresses into adoption – institutionalisation
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Project LEAP!
Project Phase
Business case
Detailed Design
Build Test Implement Adopt
Activities:• High level & tactical communications plans• Audience analysis • Communications measurement• Execution of communications plan
• Team Site• Newsletters• Team Briefings• MS Live Meeting
Outcomes:• Employees start the journey from Contact – Awareness – Understanding – Readiness• Reinforcement
Communication planning, development, delivery
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Project LEAP!
Project Phase
Business case
Detailed Design
Build Test Implement Adopt
Activities:• Process workshops• Identification and tracking of supporting policies, procedures, manuals, updated documents, integration with other systems and stakeholder testing and training• 3 x Business readiness surveys
Outcomes:• Alignment between processes, systems, supporting structures and roles• Reduced risk that project would not be adopted
Business Readiness : process workshops, policies, documents
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Project LEAP!
Project Phase
Business case
Detailed Design
Build Test Implement Adopt
Activities:• Definitions of role Accountability/ Responsibility statements• Define and gain agreement that a component of each impacted employees annual ‘at risk’ pay be based on adoption of LEAP!• Business owner role created• Define post go live success criteria & measures
Outcomes:• Alignment between processes, roles and behaviours• Reduced risk that project would not be adopted
Role definition & reward structures
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Project LEAP!
Project Phase
Business case
Detailed Design
Build Test Implement Adopt
Activities:•Training Needs Analysis• Curriculum Design• Training Development – linking of process, system, business rule and roles• Training Logistics• Training Delivery • Evaluation
Outcomes:• Employees now “how” to use the new leasing processes and systems•
Training planning, design, development, delivery
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Project LEAP!
Project Phase
Business case
Detailed Design
Build Test Implement Adopt
Activities:• Sponsor as Leader • Their involvement as a coach to SME• Story telling• Rewarded people as behaviour came into alignment
Outcomes:• Sponsor kept communicating the vision for the project• Actively & visibly supported the SME & Project Team to achieve the goals of the project• Alignment of sponsor with processes, system and behaviours
Project Leadership and Sponsorship
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Project LEAP! Success
Stockland Retail
October 2010: Retail went live with Project LEAP!
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100% Hindsight
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Questions