Project LEAP! - Did we LEAP far enough?A case study of Stockland Retail implementing new Leasing
Processes & SystemsJune 2011
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
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
Stockland
Stockland Retail
• Manages and operates approximately 39 Shopping Centres around the country
• Combined asset value of $ 4.2B
• Focus on customer (tenant)
Community
Retails Challenge
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
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
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
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
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
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
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
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
Project LEAP! Success
Stockland Retail
October 2010: Retail went live with Project LEAP!
100% Hindsight
Questions
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