Case Study: Successful Implementation of A Workforce Management System
A large Australian service company with more than 1,500 frontline staff had struggled for years to implement a workforce management system. Previous attempts failed due to union resistance, lack of leadership alignment, and change fatigue.
This time, the organisation took a new approach by investing in professional support and prioritising stakeholder engagement. Unions were involved from the outset, with frameworks co-designed to align with enterprise agreements. A detailed change impact assessment identified risks and informed mitigation strategies.
Communication was central, highlighting clear benefits for frontline workers such as easier shift swaps and better work-life balance. A pilot program allowed the company to test and refine the system before rolling it out more broadly. Training was customised by role and delivered through multiple formats, supported by a network of change champions who built trust at the grassroots level.
Implementation was phased, giving each site time to adapt, while executive sponsors demonstrated visible commitment through site visits, Q&A sessions, and town halls. This comprehensive approach reduced resistance, improved adoption, and fostered stronger collaboration between management, unions, and frontline employees.
The result was not just a successful system launch, but a cultural shift in how change was approached. By engaging people early, communicating openly, and maintaining flexibility, the organisation overcame years of setbacks and set a positive precedent for future transformations.
What would it be if you could only choose one tool from your kit?
A change impact assessment is a vital tool for managing organisational transformation, giving teams a clear understanding of how change will affect people, processes, and systems. It maps the journey from the current state to the future state, helping to identify risks, allocate resources, set realistic timelines, and create strategies that address specific needs. Flexible in design, it can provide either a high-level overview or a detailed analysis of stakeholder groups, depending on project requirements. The insights gained guide communication, engagement, training, and support, while also helping program teams, technical teams, test managers, and leaders prepare effectively. Completing a strong assessment involves defining the scope, identifying stakeholders, gathering data, analysing gaps, assessing impact, and recommending actions, ensuring that every area of the organisation is aligned. Because change evolves over time, the assessment should be revisited throughout the project, serving as a practical compass that keeps everyone moving in the same direction.
Why Change Managers Are a Program Manager’s Secret Weapon
Program and change managers form a powerful partnership that ensures both the technical and human sides of transformation are addressed. While program managers focus on delivering projects on time, within budget, and against technical requirements, change managers concentrate on preparing people for the journey by driving adoption, building engagement, and ensuring benefits are realised. Change managers bring essential tools such as stakeholder analysis, impact assessments, tailored communication, training programs, and executive coaching, freeing program managers to manage resources, budgets, milestones, and reporting. Together, they balance distinct responsibilities with shared goals, reducing risks and increasing the likelihood of success—projects with strong change management are six times more likely to meet objectives. Real-world examples, from major tech rollouts to large-scale restructures, show how this collaboration transforms challenges into opportunities and ensures sustainable outcomes. When program managers and change managers work hand in hand, they not only deliver systems and structures but also enable lasting organisational change, making the partnership not optional but essential for success.
Leading Australian Building Material Giant’s Tech Overhaul
A leading Australian building materials company successfully transitioned over 7,000 employees across 300 sites from Microsoft to Google in just 18 months by investing in a tailored change management process. Despite challenges such as diverse tech skills, a scattered workforce, varied departmental needs, and an initial underestimation of the change’s impact, the organisation overcame these hurdles with a people-first approach. Leaders engaged directly with staff to understand concerns, co-created an inclusive and empathetic change plan, secured executive buy-in, and built a network of “change champions” to deliver peer-led training and on-the-ground support, particularly for remote sites. The rollout was customised to each team, with practical adjustments—like moving the Gmail icon to replace Outlook shortcuts—helping employees adapt more smoothly. The results were significant: 85% adoption within six months, stronger cross-department collaboration, higher staff satisfaction, reduced IT costs, minimal downtime, and increased remote work productivity. This case demonstrates that knowing your workforce, growing internal champions, tailoring solutions, and providing hands-on support are critical to making large-scale digital transformations successful, even with limited resources.
Even traditional industries can successfully adopt digital transformation
Digital transformation often feels like a step too far, especially in industries built on tradition. Yet even in conservative sectors such as funeral services, change is not only possible but necessary when approached in the right way.
One funeral provider began by listening closely to frontline staff. By taking the time to understand daily pressures and concerns, the organisation built trust and reduced resistance. Instead of forcing change all at once, they tested new digital tools in smaller groups. A scheduling app, introduced on both desktop and mobile, replaced manual, paper-based processes with a simpler and more reliable system.
Support came from within. Change champions offered peer-to-peer training and encouragement, helping colleagues gain confidence and adopt the new approach. Flexibility also played a role. Employees could choose between company-managed devices or bring their own with an allowance, which made the transition smoother and respected personal preferences.
Throughout the process, the organisation never lost sight of its purpose: supporting grieving families. This focus reassured both staff and clients, reinforcing that the transformation was there to improve service rather than disrupt it. The result was higher adoption rates, stronger efficiency, and greater confidence in the care provided.
This case highlights that digital transformation works best when people’s needs come first, when change is introduced gradually, and when the purpose behind the change is clear.
Change Management isn’t just for big corporations with big budgets
Change management is not just for large corporations with endless budgets. Small and mid-sized businesses can also benefit by making transitions smoother, supporting their people, and improving efficiency without disrupting daily operations. The key is focusing on what matters most: engaging employees, addressing their concerns, and tailoring solutions to fit available resources. As the Birdsnest story shows, even smaller businesses can achieve remarkable results when they combine customer focus, cultural alignment, and smart use of technology with structured change practices. With the right support, change becomes less overwhelming and more of an opportunity to build resilience, confidence, and long-term success.
Embracing Ai in the Workplace
AI is not new, yet it often brings fear into the workplace. Popular culture has painted it as a threat to jobs and even humanity, but in reality, AI is simply another tool. Like past waves of technology, it can change roles, create new opportunities, and deliver significant benefits when introduced thoughtfully.
The key is not to adopt AI because it is fashionable, but to focus on where it can add the most value. Starting small, with targeted use cases, helps employees build confidence and reduces resistance. From there, organisations can scale gradually, using AI to improve efficiency, productivity, and customer experience.
Introducing AI is not just about technology. It is about people. Success depends on leadership alignment, genuine employee engagement, and fostering a culture that encourages curiosity and adaptability. Training, open communication, and psychologically safe environments allow teams to experiment, ask questions, and see AI as something that supports their work rather than replaces it.
Challenges such as data privacy and resistance to change are real, but they can be managed with strong planning and ongoing review. By combining the right technology with a clear strategy and engaged employees, organisations can integrate AI in ways that are sustainable, effective, and embraced by their people.
Change Management vs. Change Enablement
Change enablement has evolved from traditional change management to better support people through their individual change journeys. While change management provides structure, planning, and methods to guide transitions, change enablement equips people with the tools, confidence, and mindset to adapt and thrive.
The difference matters. Change management is process-driven, often applied at the execution stage to reduce disruption and resistance. Change enablement is people-centred, happening before, during, and after change. It focuses on coaching, co-design, and human-centred practices that build resilience, collaboration, and agility.
Together, they complement each other. Change management ensures order and direction, while change enablement ensures engagement and ownership. Organisations that embrace both minimise disruption, sustain adoption, and future-proof their teams for ongoing transformation.