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10 Things I’ve Learned Working with Kronos Customers Over the Last 10 Years

October 7, 2014

Mia ShieldsI’m sequestered in an underground cave plotting with other Kronites to control the weather and efficient management of customer Kronos systems from, yeah, the cloud. Fortunately,User adoption and training expert Mia Shields will share “10 Things I’ve Learned Working with Kronos Customers Over the Last 10 Years.” Mia has more than 25 years of experience consulting and building teams that help organizations gain exceptional user adoption with technology solutions. In her current Kronos role as User Adoption Principal she leads the team of Prosci Certified Change Managers responsible for solutions, (yep, you guessed it) focused on the people side of a Kronos implementation. You can reach Mia at

By Mia Shields

  1. ten by tenStart planning for the people side of the implementation at the same time as the technical side. When the voice of the user is ignored, it can get louder or go silent. Either one can derail an otherwise successful project.
  2. Give users time to process changes by introducing new policies and procedures before training events. This allows for more focus to be directed towards system use during hands-on training.
  3. Automating a bad policy doesn’t make it a good one. Take advantage of opportunities to simplify process.
  4. Issues with solution adoption usually fall into three categories – 1) Technical, 2) Process, and 3) People. Don’t assume it’s a people problem.
  5. Naming conventions are important. They need to make good sense to more than just the person who creates them. I like to call this the don’t name your terminals after Disney characters rule of thumb.
  6. Selectively voluntelling people that you need them to play a role in the project, is sometimes better than asking for volunteers.
  7. 1) On time , 2) On budget , 3) Using the system effectively . Your ROI is tied up in checking the third box.
  8. Let everyone know why and how you’ll be rolling out with the very first communication. If you only focus on what is going to happen, it is human nature for people to fill the vacuum with false assumptions.
  9. Users will go answer shopping on the black market of support when formal lines of assistance are not readily accessible.
  10. Follow-up after go live by checking in with users at all levels to see what’s working and to identify gaps. Use the information to publicize what you got right and to fix what you can.
  • Bonus: DON’T keep donuts or cookies around when you are working on a go-live deadline, but DO keep donuts and cookies around to celebrate go-live.
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