Organizational Change Management Strategy for a Veeva Implementation
An international biopharmaceutical company was planning on implementing a new quality management system (QMS), Veeva Vault QMS. This would be a multi-year implementation that affects thousands of employees across the globe. The biopharmaceutical company was looking to engage in a holistic end-to-end organizational change management (OCM) strategy to drive the successful adoption and usage of the new technology and to minimize the day-to-day impact to the business post go-live. The company partnered with Clarkston Consulting to help achieve these goals.
To accomplish this, Clarkston created and distributed a survey to help gauge people’s contentment with the current system and future needs as well as met with business and technical leads to develop a communications plan. Clarkston then branded the program and set up various information channels for users to view program resources. The Clarkston team also set up weekly stand-up calls with business and technical leads to stay informed, create internal program advocates, and to help determine content of future communications.
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Clarkston then created and distributed monthly newsletters and ad-hoc communications based on future user feedback. Clarkston’s OCM team also helped create and facilitate program- and division-specific info sessions as well as in-person and virtual expos to give future users an opportunity to learn and test out the system prior to go-live, guided by experts. Throughout the implementation, participating in process exercises, submitting feedback, and attending expos were encouraged through prizes and raffles, as well.
By partnering with Clarkston, the client was able to both inform and excite users about the Veeva Vault implementation. In part, as a result of the OCM efforts, there were approximately 3,500 users trained and with access within a month post go-live as well as minimal knowledge-based hypercare issues logged and reduced reliance on the support team. Consequently, the Veeva Vault implementation had marginal negative impact on daily business function for the company.
