As I’ve written in the Topic 1, since in my case, there is a failure in the first time and successful in the second time, I would say that my organization appropriately managed the change during the second time.
Using the ADKAR model for retrospective analysis
Awareness –> Although executive team were aware of the platform like SignWell can help improve efficiency of a project, it is not a widely accepted or some people are not aware (not convinced) during the first time of implementation.
Desire –> during the first time, there is no necessity or urgent need to implement organization wide change (some people desire to stick to the status-quo) but it was completely changed once COVID-19 strike.
Knowledge –> during the first time, we didn’t fully invest in PDF, video, FAQ and on-site support, so many people don’t have the proper knowledge to use the system effectively.
Ability –> during the first time, many people are hesitant to use the system because they are afraid to make a mistake but with proper coaching, practice and time, it became an essential part of our daily routine.
Reinforcement –> we now train all the new employees how to use the SignWell platform since day 1 and we host a troubleshooting session once every two months (down from once every month because many people master the system already)