Nicholas lea presentation

Project LEAP! - Did we LEAP far enough?A case study of Stockland Retail implementing new Leasing

Processes & SystemsJune 2011

Agenda

Context: Stockland and Retail

Retail’s Challenge

Project LEAP!

Lessons Learned – Positive

Lessons Learned – Do Better

New Technology

A Thought to Ponder

Key Change Activities by Workstream

What worked – what didnt

Stockland

Stockland

Stockland is a large, diversified property

company. It is listed on the ASX (top 30). It has

approximately 1350 employees, geographically

spread over QLD, NSW, VIC and WA.

Vision: Become a world class property group

12,000

Volunteer

Stockland

Stockland Retail

• Manages and operates approximately 39 Shopping Centres around the country

• Combined asset value of $ 4.2B

• Focus on customer (tenant)

Community

Retails Challenge

Stockland

Project LEAP!

Project LEAP! was established in January 2010. LEAP! aimed to standardize key leasing

processes and supporting roles across Retail through implementing a Siebel CRM system.

Project Vision: Simpler for our Employees, Better for our Customers, Smarter for Stockland

Change Management Challenge

Project LEAP! – Change Management Solution Map

Project Phase

Business Case

Detailed Design

Build Test Implement Adopt

Planning: impact assessments & stakeholder updates

Training planning, design, development, delivery

Communication planning, development, delivery

Business readiness : process workshops, policies

Role definition & reward structures

Project Leadership and Sponsorship

Project LEAP!

Project Phase

Business case

Detailed Design

Build Test Implement Adopt

Planning: impact assessments & stakeholder updates

Activities:• High level change plan• Impact assessments and validation against plans• Detailed change plan• Stakeholder assessments and SME/ Champion identification • Formalise Change and SME roles in the project

Outcomes:• Business validation of key impacts and plans to “bridge the gap”• Business agreement to roles, tasks and times• Stakeholder recognition & acceptance that change for our employees doesn’t stop at go live, it progresses into adoption – institutionalisation

Project LEAP!

Project Phase

Business case

Detailed Design

Build Test Implement Adopt

Activities:• High level & tactical communications plans• Audience analysis • Communications measurement• Execution of communications plan

• Team Site• Newsletters• Team Briefings• MS Live Meeting

Outcomes:• Employees start the journey from Contact – Awareness – Understanding – Readiness• Reinforcement

Communication planning, development, delivery

Project LEAP!

Project Phase

Business case

Detailed Design

Build Test Implement Adopt

Activities:• Process workshops• Identification and tracking of supporting policies, procedures, manuals, updated documents, integration with other systems and stakeholder testing and training• 3 x Business readiness surveys

Outcomes:• Alignment between processes, systems, supporting structures and roles• Reduced risk that project would not be adopted

Business Readiness : process workshops, policies, documents

Project LEAP!

Project Phase

Business case

Detailed Design

Build Test Implement Adopt

Activities:• Definitions of role Accountability/ Responsibility statements• Define and gain agreement that a component of each impacted employees annual ‘at risk’ pay be based on adoption of LEAP!• Business owner role created• Define post go live success criteria & measures

Outcomes:• Alignment between processes, roles and behaviours• Reduced risk that project would not be adopted

Role definition & reward structures

Project LEAP!

Project Phase

Business case

Detailed Design

Build Test Implement Adopt

Activities:•Training Needs Analysis• Curriculum Design• Training Development – linking of process, system, business rule and roles• Training Logistics• Training Delivery • Evaluation

Outcomes:• Employees now “how” to use the new leasing processes and systems•

Training planning, design, development, delivery

Project LEAP!

Project Phase

Business case

Detailed Design

Build Test Implement Adopt

Activities:• Sponsor as Leader • Their involvement as a coach to SME• Story telling• Rewarded people as behaviour came into alignment

Outcomes:• Sponsor kept communicating the vision for the project• Actively & visibly supported the SME & Project Team to achieve the goals of the project• Alignment of sponsor with processes, system and behaviours

Project Leadership and Sponsorship

Project LEAP! Success

Stockland Retail

October 2010: Retail went live with Project LEAP!

100% Hindsight

Questions