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.